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Section ADirections: This section is to test your ability to understand short dialogues. There are 5 recorded dialogues in it. After each dialogue, there is a recorded question. Both the dialogues and the questions will be spoken only once. When you hear a question, you should decide on the correct answer from the 4 choices marked A) ,B) , C)and D) given in your test paper. Then you should mark the corresponding letter on the Answer Sheet with a single line through the center.
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写信人: S. Johnson, Walter Gregson Co. 写信人的地址: 50 North Columbia Street New York City, January. 28,2005 写信时间：2005年1月28日 收信单位：The Tokyo Trading Co．Ltd．Marunouchi，Tokyo，Japan 内容：日本玩具询价函。我公司经常受到拉丁美洲有关客户来函询价，如贵公司提供的商品质量优良，价格低廉，则可向贵公司大量订购。望早日收到贵公司的样品与最优惠的条件。
一个公司只能有一个名称。( )
AAccess DatabasesThis seminar teaches you how to design and implement a smart user interface, giving you a robust, professional application with low maintenance and training requirements. A poorly designed and implanted interface can cause excessive support calls, data entry errors and user dissatisfaction. In this seminar you’ll learn how to do forms tight, you’ll learn the secrets of how expert Access developers use all of the power of the Access forms design tools and features to build applications users will love.BSQL Server 2000In this seminar, you’ll learn about the new features you can use in SQL Server 2000. You’ll explore the interface changes in Enterprise Manager. You’ll learn about the new relational database features. You’ll dig into the how and why of user-defined functions. You’ll learn how to run multiple instances of SQL Server on the same machine. After this seminar, you’ll be ready to take full advantage of the rich set of features available in SQL Server 2000.CStored Procedures BasicsIn this seminar, you’ll learn how to build robust and powerful stored procedures and how they are used to not only improve the performance of database applications, but to help protect critical data as well. You’ll learn about input and output parameters, and how to add error handling and transaction processing to the stored procedures that you build. After this seminar, you will understand the many benefits of stored procedures, and you will feel comfortable using them in the database applications you build.DActiveX AutomationLearn how to use ActiveX Automation, and you can communicate with and control all types of Automation-enabled products and components. This seminar teaches you to exchange data with and even run commands in other programs. You’ll learn how to set up an Automation-enabled application, and how to hook into Word, Outlook, and other products and components. You’ll learn how to use Office components to perform tasks such as creating reports, generating charts, and even doing E-mail. What is taught in this seminar will free you from many troubles.（）
Focus on Your CustomerIf you think of the most successful companies around the world -- GM, Wal-Mart, IBM, etc. -- they all have one thing in common: loyal customers. It can cost ten to twenty times as much to acquire a customer as to retain one, so it’s easy to understand why customer relationship management is such a hot concept. But, while everyone understands CRM is a good thing, putting a CRM strategy together isn’t easy. The place to start A customer-driven business model.A customer-driven business model is the most prudent method of ensuring customer loyalty because it fosters a better relationship with new and existing customers. Others such as market, price, cost or e-commerce-driven business models may generate profits, but fall short of sustaining a loyal customer base. At the heart of customer-driven business model is a clear understanding of the customer -- not just customer trends (although this is useful information, too), but the buying habits and history of every one of your customers. This 360-degree view provides analytics from multiple channels (direct, web, fax, E-mail, call center, sales/marketing) and consolidates into a common repository. Monitoring buying habits and tracking market dynamics lets you more effectively market new and existing products and services.If you think this is a daunting task, you aren’t alone. Because most enterprises don’t have a consolidated view of their customers, obtaining customer profit and cost information is often a Herculean effort.Implementing a CRM solution is usually a huge project with a high probability of failure. Some analysts suggest most businesses underestimate the cost of a CRM Implementation by 40～75 percent. In fact, a successful CRM will interface with ERP systems to provide integration with all customer interactions such as order processing, billing. Also, CRM strategies must include commitment and sponsorship from senior management, as it should be deemed a strategic investment that is implemented incrementally and evolutionary.Understanding critical success factors, such as those listed in the "Key to CRM Success" sidebar, mitigates the risks. First, start with a cultural change that focuses on a customer-centric business strategy. Make sure your organization is well aware of the high cost of customer attrition and is focused on improving retention, increasing loyalty. Understanding and broadcasting the cost of acquiring new customers versus fostering existing relationships.Second, focus on an enterprise view of the customer that encompasses all customer data, such as communication history, purchasing behaviors, channel preferences, demographics, etc. Understand your customers’ preferred channels and determine if there’s some way to optimize them.Adopt a flexible architecture that will expand with your business -- this is true with any IT project. Never deploy a strategic, costly solution using the big-bang approach. Always take an incremental, evolutionary, or iterative approach. The impact to your organization can be significant, thus, proceed slowly and ensure the returns on investment measures are in place. What can lead to a successful CRM strategy（）
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