第17题:
问答题
Practice 3 Discussion—about 5 minutes In this part of the test you are given a discussion topic. You have 30 seconds to look at the task promptly, an example of which is below, and then about three minutes to discuss the topic with your partner. After that the examiner will ask you more questions related to the topic. For two candidates Satisfaction Survey The company you work for has conducted a satisfaction survey. We all know customer satisfaction is essential to the survival of our businesses. You have been asked to find out whether customers are satisfied. Discuss the situation together, and decide: ● how to find out whether the customers are satisfied ● what to ask in a customer satisfaction survey.
正确答案:
【参考范例】
A: We all know customer satisfaction is essential to the survival of our businesses. How do you think we can find out whether our customers are satisfied?
B: In my opinion, in order to find out whether our customers are satisfied or not, the best and most direct way is to ask them.
A: Certainly many ways can be adopted to ask them whether they are satisfied with our company, our products, and the service they received. Can you name some common ways?
B: Sure. we can ask them face-to-face when they are about to walk out of our store or office. In addition, we can also call them on the phone after their visits and ask how they feel about our products and service.
A: Well. Good idea. Any other ways?
B: Mail them a questionnaire is also an option. This technique has long been used, which turns out to be quite effective
A: As far as I am concerned, we can ask certain questions in a customer satisfaction survey to get to know their expectations and to collect information about what need to be changed and what need to be maintained to increase their satisfaction.
B: By all means basic customer satisfaction questions should be asked, like “ Are you satisfied with the service you received?” Still, we need to ask the customers loyalty questions, for instance “What are the chances of you recommending our products/services to others?” Plus, some research needs to be done to know what the customer like and don’t like about the products, services and the company.
A: That is the point.
Follow-up questions:
(Q=question A=answer)
Q1: Do you think feedback from customers is the most important thing to consider? Why or why not?
A: Yes, their feedback can reveal a lot and be very useful. You can improve your products’ quality accordingly. ﹨No, it is not wise to completely depend on that, since some customers may not take it seriously when answering questions.
Q2: Is it essential to consider competitors’ products? Why or why not?
A: Yes. By comparison, you can know the differences and try to do a better job. ﹨No, feedback from customers is more reliable
Q3: Which is more important when aiming to improve customer services, staff training or customer satisfaction survey?
A: I would say staff training is the fundamental way to improve customer services.﹨Customer satisfaction survey can be more effective in improving customer satisfaction.
Q4: How often should you conduct a customer satisfaction survey?
A: As is said, the most wise way is to conduct a customer satisfaction survey often enough to get the most information, to upset the customers, but not so often as to upset the customers”.
Q5: Have you ever thought about what to do with the answers from a customer satisfaction survey?
A: Yes. The answers from different customers need to be compiled and used to predict trends.﹨No, feedback alone is not enough and further research together with other surveys needs also to be conducted.
解析:
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