BEC口语总结一．商务旅行/差旅(1)前期准备preparation1.accommodation：book a hotel（hall等）with adequate working facilities（such as fax machine，internetaccess，computers等）2.transportation :choose a convenient（suitable）means of transportation (2)费用：hotel bills，travelingexpenses，public transportation fares，fax or telephone charges，client entertainment expenses (3)考虑因素:文化差异cultural differences：different thoughtpatterns；working style；ways of decision-making；shopping habits；ways ofseeing the world如何应对:1.p romote the global mindset2.b ecome sensitive to the culturaldifference/be open-minded3.r espect for native culture4.c onsider cultural taboos5.t he staff should acquaint withdifferences in language，laws andsocial customs6.r elocate the employee to workabroad to experience differentworking style二．员工培训training(1)主要内容：（内容+意义munication skills +avoidmisunderstanding；get the work welldone2.customer service +it is critical tomeet customers‘ needs；increasecustomers’ satisfaction3.interpersonal relationship +enhance mutual understanding andtrustputer skills + it is importantfor conducting administrative andoffer tasks5.safety training + give practicaladvice for avoiding getting hurt6. business ethics（商业道德）+customers’ loyalty and trust tothe company(2)重要性从公司发展的角度看：1.enhance company image2.increase productivity从雇员的角度：1. increase job satisfaction2. boost morale（among employees）3. enhance efficiencies in processwhich result in financial gain4 . reduce employee turnover/retainemployee5. acquire more practical skillsthat is beneficial for the personaldevelopment6. ensure employees have greatercommitment in their work/continueeffort7. ensure employees keep up with thelatest information for market trend 9. help them have a clear idea offuture job(以上的好处或重要性适用于任何有关公司发展的政策措施或活动)(3)如何使培训有成效Good preparation ensures effective training（任何有关准备的主题都可以套用）1.maintain a positive energy andattitude2.fully equipped facilities3.meet the trainingneeds/requirementspany budget5.well-organized materials（4）如何鉴定培训是否具有成效1. organize a relevant test2. to conduct a survey toparticipants to see whether theyhave any improvement in the workperformance3. whether the training address theissues/solve problems三．激励员工留住员工措施：（具体措施+好处）1.o ffer financial benefits/bonus2.e ffective training + 同上training的好处3.p rovide cozy/comfortable workingenvironment + feel at ease/increase efficiency4.p aid holiday + release5.p rofit-sharing plan 公司利润分享制6.s tock option7.c onstant communication between theemployer and the employer8.f lexible working hour+ balance workand life/reserve time for family，hobby or personal development9.o ffer some special gift that meetemployee’s expectation10.opportunities for promotion11.offer physical health check-up forthe staff/membership or discount at health and fitness club四．招聘Recruiting(1)招聘方式（优缺点）1.内部招聘internal promotion优点：have more motivational valueboost moraleencourage employees to continue effortgive other employees anticipation of promotionreduce the orientation and training costmake good use of abundant human resources缺点：if not fair，it will lead to internal conflict补充一下内部招聘的具体做法：aselectio n test /wel l-de sign ed inte rvie w/ch eck reco rd of pastperformance/appraisal2，外部招聘external recruitment优点：receive a source of new ideas/latest knowledgeavoid unfair selectingbe contributable to company‘s overall growth and success 缺点：deprive career anticipation discourage moraleIncrease training cost其他招聘方式（TV，newspapers，internet，recruitment company）各种方式的优缺点：优+缺（同广告不同宣传方式的优缺点）Interne(online recruitment)：lostcost；reach vastaudience/attract wideattention；attractpotential customers + maybe annoyingTelevision：reach vast audience + high cost；people often change channelsNewspaper(put ad in the local newspaper)：reach vast reader + lifespan is short, readersoften discard them quicklyask a recruitment company :professional + high cos；cannot find the right person五．广告宣传方式（招聘，发表新产品等）launch a advertising campaign，publicity 1. Interne(online recruitment)：lostcost；reach vast audience/attract wide attention；attract potential customers + may be annoying2. Television：reach vast audience + high cost；people often change channels3. Newspaper(put ad in the localnewspaper)：reach vast reader + lifespan is short, readers often discard them quickly4.radio：low cost5.give out free sample：give a personalexperience6.send direct email to targetcustomers：get a mailing list of target customers；attract potential customers + people often ignore or just delete it immediately without open （should use attractive headline）7.give out leaflets六．商务会议(1)前期准备（召开前要考虑的要点）1. agenda（key point）：set out inadvance to state date，time and location；informthem of all the items to bediscussed together；askthem for suggestions foritems2. venue：choose a suitable venue；with convenienttransportation；bigenough to accommodate allthe participants；3.facilities：fully equipped withnecessary facilities suchas overhead projector，fax，telephone，computerwith access to theinternet4.the size/length of the meeting(2)集会的目的：1. keep on track of market trend(torespond quickly)2. gather ideas to reach moreworkable final decision3，offer platform to share valuableexperience3.exchange views to solve problem (3).其他形式的集会活动1. buffet dinners2. afternoon teatime3. sightseeing tour4．an reward ceremony目的同上：商务会议的目的(4).参会需要带的文件（只是个大概）：1. work plans2. analysis for market trend and development3. sales report（销售会议）4. related figures/datagive a overall picture；useful for setting goals/targets（5）参加会议需要注意什么(会中):1.listen carefully :show respect toothers；benefit from their views2. take notes：ensure not miss the important items；useful for later reference七．缓解工作压力/应对繁重工作(1).表现：consistently working lateworking through lunchcome to work even when ill/often ask for sick leaverush to meet tight deadlinebring work home(2)后果：high turnover；poor performance；in lowspirit；lower productivity(3)解决措施：(具体措施+好处)1.time management training:prioritize all tasks in order of importance and urgency + feel at ease with their routine work2.flexible working time + balance workand life3.provide some sportsfacilities/organize sports activities + enhance employees’ health4.encourage to take up a hobby + getoff the fatigue5.provide coffee rooms and nutritiousrefreshment + help to relax6.providechildcare/eldercare/transportationfacilities + help to cope with these responsibilities八．解决公司危机的措施：It is really time that we should take some immediate measures1. issue a news release2．make arrangement for the victims3. offer all kinds of assistance4. offer some compensation5. assign some staff to their family to help to cope with tragedy6. make a promise to7. organize some related training programme about8. (产品)recall all the product from the market to prevent possible danger九．公司选址/迁址考虑因素：1．get closer to the target market 2．cheaper labor cost；low rates of corporate tax3．site：well-established and fast-growing business area（which havehigh level of demand for services）4．convenient public transportation 5．leasing rent（choose one can afford）6．avoid competition7．consider expansion potential （which offer some flexibility and room for the expansion of company）8．better working environment好处：boost business；lead to higher-quality performance；increase company‘s profits （这几个都是万能短语）十．市场营销(产品相关的话题)(1)产品属性：brand；price；quality；after-sales service；reputation；reliability(2)价格的制定影响因素:competition; supply and demand; customers’ perception of price 措施: offer seasonal /trade/cash discount to stimulate demand，boost sale Carry out survey to find out customers’ needs and tastes(3)产品推销/推广目的：aim at target market；promote product efficiency；meet and beat fierce competitioncapture a large market share（占领市场较大份额）方式：1.l aunch a advertising campaign(略，见上)2.p ersonal selling：employ someexperienced salespeople3.s ales promotion：offer promotionalgifts；coupons优惠券；rebate回扣；loyalty scheme；sweepstake抽奖；free samples；trading stamp；contest4.p ublicity：mass media好处：attract potential customers ；boost the sale of product ；encourage customers to try new products(4)客户服务customer service目的：increase the level of customer satisfaction；meet customers’expectation；improve thestandard of customer service提高服务质量的措施：1.Have an after-sale servicessupervision system（monitor，supervise）2.staff training programme(improvestaff friendliness；the speed of service；learn to deal with customer complaints)3.check sales figures regularly4.obtain feedback from customer (setup a hotline；conduct a survey)(5)留住顾客目的：maintain customer loyalty；keep customer措施：1.understand what the customer needs2.provide high quality product andgood service3.offer some discount to regularcustomer4.upgrade interior decoration十一.招待客户具体款待方式+好处(1)a ppropriate types of activities：1.arrange a big welcoming dinner+ show warm welcome/hospitality；make them feel at ease；set a stage for conversation and potential business2.show them around our company，especially the best part + give them an overview of our facilities and production methods3.take them to see places of cultural and historical interest/experience cultural events（plays；concerts；sport events）+ offer us good opportunities to get to know each other better；give them more insight into our way of doing business；help encourage their business interest in china；have a chance to take in the local flavor(2)c osthigh cost means excellence in service (3)b usiness objectives1.have a clear plan in mind2.work out a list of specific businessobjectives to achievend business contracts。