Вариант 10
1. Прочитайте и переведите письменно текст.
4 WAYS TO PROVIDE CUSTOMER SERVICE
THAT OUTSHINES YOUR COMPETITORS
So how can you provide customer Service that shines? Follow this
plan to ensure customer service that will dazzle customers and
competitors alike:
1) Determine what makes what you offer special.
Study the competition. Think about their customer service and the
customer service you provide. What can you offer your customers that is
“better” than the competition? There are sure to be aspects of your
customer Service that you can promote as “Special”. Make a list of all
these ideas for providing customer service. If you sell a product, and
your competitor doesn’t offer it already, perhaps you can offer free local
delivery.
2) Study the customer service ideas on your list and examine their
feasibility.
Can you really guarantee that you will always stick to your written
estimate or provide a faster turnaround time than your competitors? If
you aren’t sure, or can’t do it, cross it off your customer service ideas
list. So only choose what you can definitely do one hundred percent of
the time.
3) Choose one or two of your shiny customer service ideas and
implement them.
When I say implement your customer service ideas, I don’t just mean do
it; you also need to let people know that you’re doing it. Feature this
aspect of your customer service in whatever ads you run, including your
yellow pages listing. Put it on your business cards and in your email
signature. Make it part of your greeting spiel when you answer the
phone. While one of the big payoffs of your shiny customer service will
be the great word-of-mouth advertising it generates, this takes time, and
you need to help it along by getting the word out. Don’t be shy! Solicit
customer service testimonials from satisfied customers that you can use
in print ads, such as in newspapers, magazines, and on your website, if
you have one, or can at least use as references for new potential
customers.
4) Stay proactive and keep gathering customer service ideas.
Listen to your customers and find out what kind of special customer
service they want. You can do this formally, by creating a customer
satisfaction feedback form that you enclose with every sale or post on
your website, or informally, by asking them for their customer service
ideas when they’re in your store or office. Shiny customer service is
service that’s responsive to customers’ needs.
Customers are tired of dealing with retailers that ignore customer
service or only pretend to have it, and as always, they’re voting with
their dollars. Shiny customer Service will draw customers to your
product or service, rather than a competitors’, and bring them back in
droves.
2. Прочитайте текст еще раз. Перепишите утверждения, данные
ниже, и укажите, являются ли они верными или неверными (True
or False). Подтвердите свое мнение цитатами из текста.
a) An entrepreneur shouldn’t study the competition.
b) An entrepreneur should choose many shiny customer service
ideas.
c) An entrepreneur should stay proactive.
d) Shiny customer service is responsive to consumers’ needs.
e) Customers don’t want to deal with retailers that ignore customer
service.
3. Заполните пропуски в предложениях одним из слов,
предложенных ниже. Перепишите полные предложения и
переведите их на русский язык.
Guarantee, ensure, satisfied, feasibility, competition, dealing,
retailer, consumers, implemented, proactive
a) The new telephone rates will affect all … including businesses.
b) The airline is taking steps to …safety on its aircraft.
c) The two companies are in …with each other.
d) We’re looking at the …of building a shopping centre there.
e) The system costs £99.95 including postage, packing and a 12-
month….
f) The changes to the national health system will be… next year.
g) This company is a big electronics ….
h) Some people are never …!
i) Companies are going to have to be more …about environmental
management.
j) She’s used to … with difficult customers.
4. Переведите предложения на русский язык, обращая внимание на
функции инфинитива.
a) This is the document to be translated in two weeks.
b) Sorry not to have noticed you.
c) The children were delighted to have been brought to the circus.
d) Here is the matter to be solved as soon as possible.
e) The only way of getting the best of an argument is to avoid it.
5. Переведите предложения на русский язык, обращая внимание на
формы и функции герундия.
f) It’s obvious he’s only interested in making money.
g) Bob sent a report to the Chairman instead of attending the
meeting.
h) She doesn’t mind working the night shift.
i) Please, forgive me for interrupting you. It was so rude.
j) Let me begin by telling you something about our company’s
history.
6. Переведите предложения на русский язык, обращая внимание на
формы и функции причастия.
a) Having answered all the questions he began drinking coffee.
b) We are interested in goods produced by this factory.
c) Do you like the magazine being discussed?
d) Having finished the discussion we went for a walk.
e) Being ill she couldn’t go to work.
7. Переведите предложения на русский язык, обращая внимание на
типы условных предложений.
a) I’d have bought the bigger model if I’d been able to afford it.
b) I’ll tell you all about it if you have the time.
c) You can’t be good at sports if you smoke a lot.
d) I would have gone to the cocktail party if I hadn’t had too much
work on.
e) If I see you standing around the coffee machine talking again,
you’ll be in big trouble.
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