宝春

各位同学们，为了督促帮助大家持续提升英语能力，培君老师们特意给大家准备了托福每日一包。每天覆盖听说读写内容，坚持完成两周以上，就能见到自己的英语能力不断上涨哟。

1.听写包 答案：

Listen to part of a lecture in a marketing class.

And that wraps up our discussion of how the retail sector, uh, ways in which retail managers deal with customer complaints.
So let’s shift now to the service sector, which markets not goods but services, intangibles like transportation, food service, career counseling...
oh, there are literally hundreds of examples.
Service providers must, of course, constantly strive to meet customers’ needs.
But as in retail, there are instances of service failure in which the customer is dissatisfied, uh, perhaps to the point of not doing business with you anymore.
Some service failures are beyond an organization’s control, like, uh, computer malfunction that leads to missed deadlines.
Other failures stem from process problems, like inadequate training for newly-hired employees. Then there’s human error.
Um, okay, imagine you manage a car rental agency.
A customer calls in a reservation, but your employee marks down the wrong date.
So your customer arrives and guess what? The size car he reserved isn’t available.
But your customer is less concerned about the source of the failure than the solution: what you do about it? What sort of compensation, what service recovery you give?
请听市场营销课上的部分内容。
到此我们关于零售业是如何......零售经理处理顾客投诉的方法就讲完了。
那么现在让我们转向服务业吧，服务业营销的不是商品而是服务，也可以说是无形的商品比如交通、餐饮服务、职业咨询......
真要讲起来有数百个例子。
服务提供者当然必须不断努力满足顾客的需求。
但是和零售业一样，服务业会出现服务失败的情况，在这种情况下顾客会产生不满，可能会严重到再也不和你做生意的程度。
一些服务失败不在一个团队的控制范围内，比如电脑故障导致错过了最后期限。
其他失败源于处理方面的问题，比如对新雇佣员工的培训不足。然后就是人为错误。
想象一下你管理着一家汽车租赁公司。
一位顾客打电话来做了一个预定，但是你的员工记错了日期。
等你的顾客光临时，你猜怎么着？他预定的那款车型没有了。
但是比起错误的来源，你的顾客更关心解决方案：你会如何处理这件事？你会提供怎样的补偿，怎样的服务补救措施？

2.阅读包答案：

虽然律师所做出的评论和反应或许会提升新闻报道的质量，但是新闻记者最好能借助自己对该新闻重要程度的理解做出他们自己的判断。

3.写作包答案：

In the Tang Dynasty, people started to build kilns to make bluish white porcelain in Changnan. The bluish white porcelain was glittering and had the reputation of artificial jade, so it became famous home and abroad and was exported to Europe in large amount. At that time, Europeans were not able to make porcelain,so porcelain from China，especially from Changnan，was warmly welcomed. In Europe，porcelain from Changnan was luxurious article cherished by everyone, and obtaining even one piece of it would make people feel very proud. In this way，Europeans used Changnan as the code name for china (porcelain) and the place of its production，China. Gradually, Europeans forgot the original meaning of Changnan，only remembering it is “china”，namely“China”.