? We can point out 3 main reasons for these complaints. 美森教育82
? Firstly, 10% of them were due to incorrect deliveries. In particular, March saw fewer complaints.
? Secondly, an excessive time for delivery led to 56% of complaints. The whole delivery system will be reviewed in order to solve the problem.
? Finally, 28% of complaints were due to a lack of quality in our products. This will be solved by setting up a new quality section in our process.
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? Report on 2006 first quarter’s customer complaints ? Introduction
? The aim of this report is to give an explanation to the customer complaints. ? Findings
? It clearly shows that we had a peak of complaints in February (540) due to the breakdown of our computer system.
? Fortunately, with the introduction, in March, of an improved order system, the number came again in the average (230).
? 19 points (20 in total) 美森教育84
? The first reason for complaints (56%) is the time of delivery. In order to improve that, we decided to change our delivery company.
? Furthermore, 28% of complaints results of unsatisfaction with the quality of the product, which will be resolved with the purchase of a new machine.
? Finally, 16% are due to the delivery of an incorrect order. However, we pointed out fewer in March.
? Conclusion
? In conclusion, with all the improvements we made, the situation will be better in the futur. 美森教育85 ? REPORT
? TO: RITA PATEL, MANAGER, ? FROM:
? DATE: 21 NOVEMBER 2006
? SUBJECT: COMPLAINTS FOR PRODUCTS
? There are some problem about the mail-order supply over the period Jan-Mar 2006. Customers complaint that there was a computer system breakdown in the month of February 2006. The number received was 540. But hopefully the improved order. Although, the number received was much less compared to the breakdown i.e., 230. ? 16 points 美森教育86
? The reason for complaints have been put forward. In March 2006 16% of the products delivered were incorrect. Again the time taken for delivery was also a long term. Moreover the quality of the products being delivered are also not up to the mark i.e. 28%.
? Lastly, to come across this vital problems products should be delivered on time and the quality of product needs to be good.
? 7 points (20 points in total) 美森教育87
How to place the 5 content points of letters ? Letter format – Salutation ,
– Referring to previous contact
– Stating the reason for writing (5 content points)
– Referring to future contact (asking for brochures / samples / information packs P20) – Ending remarks , 美森教育88
An intensive study on the composition of report---How to compose the title
? ? Your company exports to a number of countries around the world and is looking for a new agent for international freight. The Export Sales Manager hag asked you to write a proposal saying which agent you recommend.
? ? Read the two advertisements below, on which you have already made some notes.
? ? Then, using all your handwritten notes, write your proposal for the Export Sales Manager. ? ? Write 120-140 words on a separate sheet. (p21)
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? Report on new agent for international freight ? Proposal on new agency for international freight ? Proposal on new agent for international freight 美森教育90
? ? You work for Bada, a retailer of sports goods. You have been asked to write a short report covering recent developments for store managers.
? ? Look at the graphs and email below, on which you have already made some handwritten notes.
? ? Then, using all your handwritten notes, write your report for store managers.Compare results with competitors
? ? Write 120-140 words on a separate sheet. (p23)
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? Report on recent developments in the market of sports goods
? Report on the recent developments in the retailing market of sports goods 美森教育92
3. An intensive study on the composition of report--- How to compose the remaining sections
? ● You work for Norlec, an electrical goods manufacturer, and your company director wants to find out which methods of advertising are the most effective. Recently the marketing department has asked customers how they first learnt about Norlec.
? ● Look at the information below, on which you have already made some handwritten notes. ? ● Then, using all your handwritten notes, write your report. ? ● Write 120-140 words. (p25) 美森教育93
Title
? Report on effectiveness of different advertising methods
? Report on the effectiveness of different advertising methods for Norlec 美森教育94 Introduction
? This report sets out to analyze and assess different methods of advertising Norlec is currently using.
? The aim/purpose of this report is to… ? This report sets out to… ? The report aims to 美森教育95 Findings
? The key findings are outlined below. Direct mails to customers failed to achieve the expected results because not many people read them. The proportion of website which now is 10% stands a chance of increasing because of the new link to some wholesaler's websites.Magazines are thought to serve the purpose, so we should employ more of this method. In addition, Radio is worth continuing because 40% customers are reached through it. The price of billboards will increase soon. 美森教育96
? According to the recent market research / investigation / survey undertaken, / the chart above / the table above, …… .
? The recent visit / investigation / surveyshowed that …… ? It was found that…….
? The following points summarise our key findings. ? The key findings are outlined below / as follows. 美森教育97 Conclusion
? It is clear that we should make some improvements in our advertising methods. ? It was concluded/decided/agreed/felt that… ? No conclusions were reached regarding… ? In conclusion, …… ? It is clear that…….. 美森教育98
Recommendations
? It is recommended that we pay more attention to radio, website and magazines and stop billboards and direct mail.
? It is recommended/proposed/suggested that… ? It is essential to………
? It would be advisable to……… 美森教育99 Another example
? ● The staff at your company were recently asked what they thought about working conditions. Your line manager has asked you to write a report summarising their opinions and suggesting possible improvements.
? ● Look at the information below, on which you have already made some handwritten notes. ? ● Then, using all your handwritten notes, write your report. ? ● Write :120-140 words. (p27) 美森教育100 Title
? Proposal on improvements of working conditions ? Report on improvements of working conditions
? Report on the working conditions and their improvements 美森教育101 Introduction
? The purpose of this proposal is to summarize our staff’s opinions and recommend possible improvements.
? The purpose of this report is to summarize our staff’s opinions of working conditions and recommend possible improvements. 美森教育102
Another example of report
? The Area Sales Manager at the supermarket chain you work for has asked you to write a report on last month 's sales figures for your branch . He would also like to know how sales can be improved
? ? Look at the information below, on which you have already made some handwritten notes. ? ? Then, using all your handwritten notes, write your report ? ? Write 120 — 140 words. ? ? Write on the opposite page. 美森教育103
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? Report on the sales of last month ? Introduction
? The report sets out to give sales figures of last month and offer feasible recommendations to improve the performance.
? The report sets out to analyse the sales figures of last month and offer feasible recommendations to improve the performance. 美森教育105 ? Findings
? It was found that oil and foodstuffs sold well in week 2, which are the life necessities and ideal gifts for occasions especially in Spring Festival.
? It was found that oil and foodstuffs sold well in week 2, which are the life necessities and ideal gifts for such occasions as Spring Festival.
? As for decrease of sales in week 4, it results from the dramatic falling demands after the Festival.
? As for the decrease of sales in week 4, it results from the dramatic falling ofdemands after the Festival.
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? Recommendations
? It is recommended that one-week paid holiday and 1000 are the rewards for 3 excellent/potential/prospective employees to achieve better sales.
? Furthermore, the total cost would be no more than 10000. 美森教育107 ? Conclusion
? It is clear that with better advertising, such as employ image-representative or promote consumption culture, the improvements of sales in next month will be accomplished successfully. 美森教育108
? Recommendations
? It is recommended that a more radical advertising campaign, such as employing image-representative or promoting consumption culture, should be launched to further promote the sales, and that one-week paid holiday plus 1000 RMB yuan are the rewards for 3 excellent / potential / prospective employees who achieve better sales.
? In the aggregate, the total cost will be no more than ￡10,000 . 美森教育109 ? Conclusion
? It is clear that, with more radical advertising and financial incentives offered to employees with better sales performance, the improvements of sales inthe next month will be accomplished successfully / will surely be predicted. 美森教育110 Language focus
? A focus throughout my lectures ? Common errors ? Language variation 美森教育111 Common errors
? 1. I would like to tell you that we plan to introduce identity cards. Because it would improve our company’s security of resources.
? 2. Staff training is supposed to be a solution to solve the problem of low morale.
? 3. Comparing with last year’s figure, the turnover this year maintains an upward trend. 美森教育112
? 4. He was even thought that he stood no chance to get promoted.
? 5. The computer system works in a bad condition, we must have it upgraded.
? 6. Our company’s efficiency has been improved a lot may contribute to our recent streamlining the organization. 美森教育113
美森教育114
? The report (GRAPH) gives a breakdown ofGIVES INFORMATION ON guest numbers perweek at the London Hotel over the last ten years. Ten years ago, the London Hotel received an average of 50 business travelers as guests each week. This number rose steadily over the following eight years to reach 130 per week two years ago. In the last two years, (THE) numbers have decreased slightly, and this year, the average has been 120 guests per week.
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? In contrast, the years ago London Hotel received on average 100 tourists per week, in other words, twice as many tourists as business travelers. This number also rose steadily until six years ago, when it reached 140 guests per week. Since then, the number has declined, and this year the hotel receives just 80 tourists per week, and fewer guests in total than two years ago, when it received in all 220 guests each week. 美森教育116
? This number rose steadily over the following eight years to reach 130 per week two years ago. ? This number also rose steadily until six years ago, when it reached 140 guests per week. ?…numbers have decreased slightly… ?…the number has declined…