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BEC中级作文分册打印好

BEC中级作文分册打印好
BEC中级作文分册打印好

中级作文分册Time: 45minutes

PART Functions/Commu

nicative Task

Input Response Register

1 e.g. giving

instructions,

explaining a

development, asking

for comments,

requesting

information, agreeing

to requests

Rubric only (plus layout

of output text type)

Internal

communication

(medium may

be note or

message or

memo or e-

mail) (40-50

words)

Neutral/in

formal

2 Correspondence: e.g.

explaining,

apologizing,

reassuring,

complaining

Report: describing

summarizing

Proposal: describing,

summarizing,

recommending,

persuading

One or more pieces of

input from: business

correspondence

(medium may be letter,

fax or e-mail), internal

communication (medium

may be note, memo or e-

mail), notice, advert,

graphs, charts, etc. (plus

layout if output is fax or

e-mail)

Business

correspondence

( medium may

be letter, fax or

e-mail ) or short

report or

proposal

(medium may

be memo or e-

mail ) (120-140

words)

Neutral/fo

rmal

Notes: Note writing is very easy. Just write as you speak to another person face to face. You write a note when you want to speak to the person who is now absent. You write it in a very informal style: the language is simple and easy, and only a few sentences are needed.

Write down the date first (sometimes you can even drop this down when it is not important).

Then spell his or her name, usually the first name, since it is very friendly and intimate.

Next begin the message at another line and finish it to the end.

Finally end the note with your name, also first name.

(For further reference, see Student Book Page 78.)

Messages: (For further reference, see Student Book Page 14.)

E-mails: (For further reference, see Student Book Page 37.)

Memos: A few words should be said about the format of memos. Generally they have all the features of letters in format. But they usually have more formalities and features that will make them easy to be recognized and filed. These features are:

A typed or printed heading

Date

File or reference numbers

Reader’s full name

Subject line

A distribution list

You may not need to include all of these items in every memo. What features should be included depend on the memo you are writing.

(For further reference, see Student Book Page 109.)

Reports: Directions are available in Student Book. See Page 81-82.

Letters: Directions are available in Student Book. See Page 79-80.

Appendix:

BEC商务信件写作部分攻略

以下是商业信函的写法:

第一章格式问题

1. 格式问题:

请同学们在BEC的写作中采用平头式的写法。

收信人的姓名和地址置于信纸的左上方

地址、称呼和结束礼词后没有标点符号

日期在右上方

段落从定格开始,段落之间的行距为两行(但在考试中由于受答题卡限制,请同学们酌情考虑)

写信人的名字和头衔在签名下方

2. 称呼和结束礼词的注意事项:

称呼的写法遵循下列原则:

Dear Sir or Madam 写信给某一公司,不确定具体的收信人

Dear Sir 对男士,但是你不知道他的具体姓名

Dear Madam 对女士,但是你不知道他的具体姓名

Dear Mr Smith 对男士

Dear Ms Smith 对已婚或未婚的女士

Dear Mrs Smith 对已婚女士

Dear Miss Smith 对未婚女士

Dear John (此处John 为英语中常用男名) 对朋友或你比较熟悉的人(通常为多年生

意伙伴)

称呼与结束礼词存在对应的关系,请同学们特别注意:

Dear Sir or Madam Yours faithfully

Dear Mr/Ms/Mrs/Miss Smith Yours sincerely

Dear John Best wishes

以下均为错误用法:

Dear Mr John

Dear Mr John Smith

在英国英语中,天在前,但是在美国英语中,月份在前。所以某些特别的时期容易引起误解。例如:12 06 2003

在英国指的是:6月21日

在美国指的是:12月6日

因此日期要写成:12 June 2003

注释:在BEC考试中同学们可以采用恩波所推荐的用法。但是12 06 2003 的用法仍然是可以使用的,因为BEC为英版考试。

在使用恩波推荐的用法时,要记住月份使用大些字母开头。天后不必写th、rd、nd或者st。

第二章写法问题

预备参加bec考试的同学们由于缺乏商务写作的实际经验,对于写作部分都比较郁闷。恩波结合历年考试实际,为大家准备了15类共计50个经典的实战句型,供大家在考场上使用。我们对每一个句型都模拟了一种环境:

1. 信件的开头:

We are writing to enquire about…

We are writing in connection with…

We are interested in … and we would like to know…

环境:

You want to know the prices of some air conditioners.

We are interested in your air conditioner and we would like to know the prices of some air conditioners. You saw an advertisement in the newspaper yesterday and you want further information.

We are writing in connection with the advertisement in the newspaper yesterday.

You want to know if the company you are writing to organizes holidays to Africa.

We are writing to inquire about the holidays to Africa that your company organizes.

2. 回信的开头:

Thank you for your letter of (date) We have received your letter of (date) asking if …enquiring about …enclosing …concerning …

环境:

A company wrote to you on 23 July. They wanted to know if you sell photocopiers.

Thank you for your letter of 23 July, asking if we sell photocopiers.

A man wrote to you on 18 December. He wanted employment with your company. He also sent his curriculum vitae.

We have received your letter of 18 December, enclosing your curriculum vitae.

A company sent you a fax on 3 June. They wanted to know if you were going to the marketing conference in London.

Thank you for your fax of 3 June, asking if I was going to the marketing conference in London.

A woman telephoned you this morning. She wanted to know if her order No. 599 had arrived.

Thank you for your telephone call this morning concerning the order No. 599.

3. 信件的结尾:

一般结尾:

Looking forward to hearing from you.

如果你在信件中提供了信息:

I hope that this information will help you.

Please contact me if you need any further information.

Please feel free to contact me if you have any further questions.

Please let me know if you need any further information.

4. 引入主题:

With reference to …

Further to …

With regard to …

I am writing in connection with …

注:引入主题的句子可以被写在信件的开头,但with regard to 不能用于信件的开头。

环境:(How would you start a letter about each of the following?)

an invoice (No. 679) for a photocopier

With reference to Invoice No. 679, we regret to tell you that the product arrived in bad condition.

a meeting you had with the addressee on Jan. 16th

Further to the meeting on 16 January, I am delighted to tell you that we are now able to give you a special offer for our Peach Series computer.

an advertisement in the times newspaper

I am writing in connection with the advertisement in the times newspaper yesterday.

an application for a post as secretary in your company

I am writing in connection with your application for a post as secretary in our company.

a fax order for six computers that you received today

with reference to your fax order for six computer, I regret to tell you that they are out of stock at present.

5. 告知好、坏消息:

好消息:

I am pleased

delighted

happy to tell

inform

advise

you that …

坏消息:

I regret

am sorry to tell

inform

advise

you that …

We regret that …

环境:(complete these sentences using phrases for referring and giving good or bad news.)

a. ___________________________ your order for some cupboards, _____________________ we have had to increase the price.

b. ____________________________ your application for a post as secretary,

______________________________ that we would like you to start work as soon as possible.

c. _________________________________ your application for a post as secretary,

d. _________________________________ our telephone conversation this morning,

______________________________ that your car is now ready for you to collect.

6. 说明你所能做的和不能做的:

We are unable to …

We are able to …

We have been forced to …

环境:

You cannot lower your prices.

We regret that we are unable to reduce out prices.

You have had to raise your prices because the government has increased the sales tax.

We have been forced to raise our prices because the government has increased the sales tax. However, you can give them a discount of 5% if their order is for more than $8,000.

We are able to give you a discount of 5% if your order is more than $8,000.

With regard to their second question, you cannot accept payment in Egyptian pounds but you can accept US dollars or Euros.

We are sorry that we are unable to accept payments in Egyptian pounds but we are able to accept US dollars or Euros.

7. 说明原因:

This is owing to …

due to …

a result of …

because of …

注:owing to 通常用于不好的消息。如果想在原因中使用动词,请加上the fact that的从句。

环境:

increase prices --- fall of the dollar

We have been force to increase our prices. This is owing to the fall of the dollar.

Delay the delivery of the goods --- strike by airline pilots

We have been forced to delay the delivery of the goods. This is owing to the strike by airline pilots. Increase all salaries by 10% --- rise in sales

We are able to increase all salaries by 10%. This is the result of a big rise in sales.

Cut all salaries by 10% --- fall in sales

We have been forced to cut all salaries by 10%. This is due to the fact that there has been a fall in sales in the past ten months.

Cannot deliver your new order --- we have not received your payment fro the last order

We regret that we are unable to deliver your new order immediately. This is owing to the fact that we have not received your payment for the last order.

Cancel the meeting --- a lot of staff have been ill

We have been forced to cancel the meeting. This is because some members of our staff have been ill. 8. 请求采取行动:

Please could you …

We would be grateful if you could …We would be appreciate it if you could …as soon as possible. without delay. immediately.

注:please could you … 是最直接的方式。在要求一些一般性的事情时,可以使用这种表达。

环境:

You have seen an advertisement in the newspaper for a post as office manger. You want an application form.

I would appreciate it if you could send me an application form.

The photocopier in your office has broken down. You want to have it repaired, quickly.

We would be grateful if you could send a repairman to fix our photocopier as soon as possible.

You have moved your office and you want the post office to forward your letters to your new address. Please could you forward my letters to my new address.

You want the telephone company to put another telephone in your office. You need it urgently.

We would appreciate it if you could put another telephone in our office immediately.

You have written to a company and you want them to reply quickly.

I would be grateful if you could give us a reply quickly.

9. 抱歉:

We must apologize for …

We apologize for …

We are extremely sorry for …

注:以上句型后请使用动词ing形式。

以上句型中的for可以换成that,然后用从句表达。

一般来说,解释产生问题的原因,然后在信的结尾处再次表达歉意。

再次抱歉:

Please accept our apologies once again.

We hope that this has not caused you any inconvenience.

With apologies once again.

10. 要求提供信息:

Please could you

We would be grateful if you could We would appreciate it if you could give us further details about .. inform us (about/if) …

let us know ( about/if ) …

We would like to know ( about/if ) …

注:如果需要特别重要的信息,可以在以上句型前使用:in particular。

环境:

You wrote a letter to someone and they haven’t replied. You want to know if they received th e letter.

We would be grateful if you could let us know if the letter has reached you.

A businessman is going to your country. He wants you to get a visa for him. You need all the details about his passport (his nationality, date of birth, where his passport was issued, and when it expires).

Please could you give details about your passport. I would like to know your nationality, date of birth, where your passport was issued and when it expires.

You want to know about the same businessman’s flight (flight number, date and time of arrival).

In particular, I would like to know your flight number, date and time of arrival.

11. 轻度抱怨:

Unfortunately, + 表示 something is wrong 的句子

环境:

A company has sent you a bill for the wrong goods.

Unfortunately you sent us a bill for the wrong goods. Please could you send us a correct bill as soon as possible.

Unfortunately our new photocopier has broken down. Please could you send a repairman to fix it for us as soon as possible.

Two temporary secretaries do not speak English. You have to write to the agency who sent them to you. Unfortunately two temporary secretaries you recommended to us do not speak English. We would be grateful if you could recommend two more who could speak English.

You keep receiving letters for someone else. You have to write to the post office.

Unfortunately I keep receiving letters for someone else. Please could you make the address clear before you deliver letters every day.

12. 提醒某人对某事的注意:

I should like to draw your attention to (the fact that)…

I should like to point out that …

如果你提醒的事情对方已经知道(你想表达你的生气):

I should like to remind you that…

I hope that it is not necessary to remind you that …

环境:

One of your staff keeps parking his car in front of the main door, the space which is reserved for the MD.

I should like to remind you that the space in front of the main door is reserved for the MD.

Someone is interested in purchasing a large quantity of your simplex cameras. Tell him about 25% discount for large orders.

I should like t draw your attention to the fact that we offer about 25% discount for larger orders.

One of your staff arrives half an hour late for work every day. (She should start at 9.30.)

I hope that it is not necessary to remind you that work start at 9: 30 every day.

Someone is interested in your products. Tell him that you guarantee that your prices are the largest in the country.

I should like to point out that we guarantee that all prices are the lowest in the country.

13. 要求某人采取行动:

We must insist that …DO… ( DO指动词原型)

注:请注意这一句型和句型8的区别。

环境:

We must insist that you deliver the goods immediately.

14. 警告:

We will be forced to …

Unless…

If…(not)…

环境:(What warnings would you give these people?)

A company that has not paid your bill

Unless you pay the bill, we will be forced to take legal actions.

Another company that is using your company’s car park

If you do not move your car away from our park, we will be forced to turn to the police.

An employee who always arrives late for work

Unless you come to work on time, we will be forced to fire you.

A builder who has left a lot of their tools in your office

If you do not take your tools from our office, we will be forced to throw them away.

15. 强烈抱怨:

强烈抱怨遵循以下步骤:

a. 阐述发生的问题:it is now over nine months since we placed this order and we are still waiting for the cabinets.

b. 使用句型12:I should like to point out that we have already paid for these cabinets.

c. 使用句型 13:we must insist that you deliver them immediately.

d. 使用句型14:unless we hear from you within 7 days we will take legal action.

第三章检查(包括图表写作和report)

检查的四个主要方面:

1.标点符号:

完全禁用的符号:

:“” 《》。

2.拼写:

双写辅音

y改成复数

3.语法:

主谓一致

冠词

次序

介词

时态

漏词

4.可能导致信息表达不清的因素:

太长的段落

太长的句子

运用不常使用的词汇

一次包含太多的信息

信息不完整

信息顺序混乱

Appendix Two:

对于线性图表的描述

上升

1. 对于上升趋势的描述:

a. 可以使用的动词或动词词组:

to increase

to go up

to rise

to grow

to jump

to leap

to soar

to shoot

b. 可以使用的名词:

an increase

a growth

a jump

a soar

an upward trend

2. 对于上升到某个位置的描述:

a. 1. a. 中的动词+to+具体数据。

b. 1. a. 中的动词+to+the peak of+具体数据。

c. 1. a. 中的动词+reaching the peak of +具体数据。

d. 1. a. 中的动词+reaching + 具体数据。

e. to peak at +具体数据

f. to climb to + 具体数据

3. 对于上升的程度的描述:

a. 1. a. 中的动词+by +具体数据。

b. 1. a. 中的动词+副词。

下降

1. 对于下降趋势的描述:

a. 可以使用的动词或动词词组:

to fall

to decrease

to go down

to slide

to collapse

to decline

to drop

b. 可以使用的名词:

a collapse

a decrease

a fall

a decline

a drop

2. 对于下降到某个位置的描述:

a. 1. a. 中的动词+to+具体数据。

b. 1. a. 中的动词+to+the bottom of+具体数据。

c. 1. a. 中的动词+reaching the bottom of +具体数据。

d. 1. a. 中的动词+reaching + 具体数据。

3. 对于下降程度的描述:

a. 1. a. 中的动词+by +具体数据。

b. 1. a. 中的动词+副词。

对于平稳的趋势的描述:

to hardly change

to have little change

to keep steady

to level off

to remain constant

to stay the same

表示程度的副词:

1. 程度较大:

considerably

dramatically

greatly

markedly

obviously

quickly

rapidly

sharply

significantly

suddenly

2. 程度较小:

slightly

gradually

slowly

steadily

时间的嵌入

嵌入时间时所使用的介词和介词词组:

in

from……to……

between…….and……

during……and……

at the start of ……

by the end of ……

over ……

at the end of ……

throughou t ……

时间’s + 具体数据

上升和下降趋势的组合描述(嵌入了时间和程度之后):

1. 先上升后下降的句型:

...... increased slowly during…… and …… but fell sharply in …….

A steady fall in …… during …… and …… followed the sharp increase in …….

2. 先下降后上升的句型:

…… fell before …… began to make a recovery ……

…… continue the recovery, climbing to ……

…… dropped during …… but increased again in ……

…… fell and then pick up during ……

…… collapsed before rising to ……at the end of ……

…… fluctuated sharply all through ……

4. 波动不大的句型:

…… hardly changed through the period between ……and ……柱状图形的描述

转换为线形图形的描述

饼状图形的描述

对于百分比进行描述所使用的句型:

…… % the …… is/has/have/are ……

…… accounts for ……% of the total

…… takes up ……% in the whole chart

趋势的比较

1. 表示相似的句型 (实例):

Both share prices rose sharply in January.

Neither company has made a profit yet.

Like X, Y fell in June.

X rose just as sharply as Y.

2. 表示差异的句型(实例):

X fell sharply whereas/while Y remained steady.

X fell quickly compared to Y.

Unlike Y, X rose by 10%.

X rose far more dramatically than Y.

3. 表示倍数的句型:

the …… doubled/tripled in …… compared with those in ……

4. 客观比较的句型:

…… is …… in contrast to ……

数据的修饰

1. 表示不足的词或词组:

up to

below

under

almost

nearly

2. 表示超过的词或词组:

over

more than

just over

about

Appendix Three:

Exercise One

Part One

Questions 44

You are the Manager of a small printing company. A new employee, Mark McCabe, is joining your company on 10th May.

Write a short memo to your office administrator:

Saying who is starting work and when;

Tellin g him what Mark McCabe’s job will be;

Suggesting where Mark McCabe’s desk should be put;

Write 30-40 words on your answer sheet.

Part Two

Question 45

You were sent on a residential training course for five days. Unfortunately the course was very badly run and there were a lot of problems with it. The advert below shows the details of the course, together with your comments.

Write a report for your manager on the course (100-120 words). Describe the problems with the course and suggest what your company should do.

Write on your answer sheet.

Improve your computing skills

Join our 5-day course

LTE Business Computing Courses

For the young professional

Our 5-day courses have been developed over the last three years and have been designed specially for all levels of office personnel.

We provide:

Highly experienced and qualified trainers (only one teacher – this was his first course)

The most up-to-date software running on the latest hi-tech personal computers

Groups of no more than six students ( nine students – some of us had to share computer terminals ) Opportunities for individual instruction every evening ( the one around in the evening )

Comfortable teaching rooms in a modern hotel

By the end of the course you will be an expert in using a word processor, a spreadsheet, a database, and electronic mail. ( only did word – processing )

Phone Jane on 122 2323 for more details. ( & not enough food! )

Exercise Two

Part One

Question 44

Your company has just opened a new office in the United States. You have agreed to go and work there for six months.

Write a memo of 30-40 words to all your colleagues:

Explaining why you will be absent;

Saying when you are leaving the office;

Expressing your wish to keep in touch;

Write on your answer sheet.

Part Two

Question 45

You work for RCT, a company which sells business stationery. RCT is interested in becoming an agent for Novestat, a company which manufactures paper products.

Read Novestat’s advertisement below, on which you have made some notes.

Then, using all your notes, write a letter to James Dowling at Novestat.

Do not include postal addresses.

Write 100-120 words.

Write on your answer sheet.

Novestat

Agents required

For a new paper product

Novestat, a leading manufacturer of business stationery, is delighted to announce its exciting new range of designer paper products. This range allows customers to create their own business stationery to the highest professional standards, using their own computer printers.

We are looking for companies world-wide to distribute the NOVESTAT DESIGNER PAPER range.

If your company has:

Minimum 5 year’s relevant experience;(10 years; say what RCT does)

Dynamic, motivated salesforce;(national sales award last year)

Excellent distribution network;(tell them about our retail outlets)

Then please write to: James Dowling, Novestat, Unit 3, Basing Estate, Hampton, Middlesex, TW135SA, U.K. (arrange a meeting with them next month?)

Exercise Three

Part One

Question 44

You are the training manager of a company which has won a large export order. You have been asked to organize foreign language training for some of your staff.

Write a memo of 30-40 words to staff:

Explaining why the courses are necessary;

Saying which members of staff should attend;

Announcing when the courses will start;

Write on your answer sheet.

Part Two

Question 45

Your company exports to a number of countries around the world. The company is looking for new agents for international freight.

Read the two advertisements below, on which you have made some notes.

Then using the notes, write a short report for the Export Sales Manager, covering all your points and saying which agent you recommend.

Write 100-120 words.

Write on your answer sheet.

Globelink

25 years’ experience in sea freight

worldwide destinations

air freight also available (may need for urgent orders)

all documentation provided (they complete all customs forms –FTD don’t)

competitive rates – quotes available on request

tel. 0208 344 879

FTD Shipping Agents

Freight agents to many major ports (mainly in Europe)

Refrigerated shipping

Containers available

No quantity too small (could be useful for small orders)

Contact Martin Taylor on 0207 234 576 for further information and details of charges

(a bit higher than Globelink)

Exercise Four

Part One

Question 44

You are Head of Research for an international car manufacturer. You have to make an urgent trip tomorrow to visit Pierre Blanco, a colleague who works for a subsidiary.

Write a memo of 30-40 words to your secretary.

Telling her who you are going to see and when;

Asking her to book flight tickets and accommodation;

Telling her what work you would like her to do in your absence;

Write on your answer sheet.

Part Two

Question 45

You are the manager of a TV and radio repair workshop. One of your employees has received the letter below about a faulty cassette player which he inspected. He has written his comments on the customer’s letter and

Write a letter of 100-120 words to the customer, using the employee’s c omments and explaining why your company cannot repair the cassette player.

Do not include addresses.

Write on your answer sheet.

Mr D. Mason

Radio World

6 Adelaide Park

London w6

Dear Mr Mason

Re: repair of Tashita Cassette Player

You returned our cassette player to us on 5th September, after having it in your shop for over a month, (sorry! Technician off sick) saying that you could not repair the following faults:

1. a problem with the volume control (needs replacing; part not available)

2. difficulty operating the on/off switch. (possible to replace but very expensive)

I was very surprised to hear this, because the equipment is not all that old.(manufactured in 1985) Therefore I would be grateful if you could explain in writing why the equipment is, in your opinion, beyond repair, so that I can discuss this matter with the manufacturers.(out of business since 1990)

Yours sincerely,

Paul Johnson

Exercise Five

Part One

Question 44

You are a manager in a company which manufactures office furniture. Next month you are going to London to discuss an important contract.

Write a note of 30-40 words to your assistant:

1. saying when you want to leave and return

2. asking him to book flights

3. telling him which hotel to book

Part Two

Question 45

You recently attended a one-day training course on health and safety. You were disappointed with the course. Read the advertisement below, which gives the details of the course. You have written some notes on the advertisement.

Then using your handwritten notes, write a letter to the company, complaining about the course.

Do not include postal address.

Write 100-120 words.

Write on your answer sheet.

GBG Certification Services

Good for business, good for you.

Regardless of whether you are in a manufacturing or service industry, you are required by law to operate your business in a manner which is safe and healthy for your workforce. Our courses will help you provide a safe and legally sound working environment for your staff.

Our one-day courses include:

Experienced and highly-qualified trainers (trainer was sick --- replacement poor)

High-quality information packs (pile of loose photocopies)

Small groups (maximum 8 people) (not true)

Price includes lunch and refreshments (explain what was wrong with lunch)

All one-day courses run Monday – Friday from 9:30 – 17:00 (started late)

For more information contact:

Moira Geddings

GBG House

Summerfield Road

Oxford OX8 4DN

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We have the ability to replace the on/off switch, however, the cost is too high to worth it, because you can use the amount of money to buy a new one. Accoring to our survey, this type of equipment is manufactured in 1985 and the manufacturer has gone out of business, so it is impossible for you to talk with them. We are really sorry for our helplessness Sincerely, Mason Manager BEC商务英语中级写作范文2 可行性报告 Report on installation of a new word processing On several occations, we have discussed the desiability of installing a new word processing system to replace the six-year-old stand-alone word processing system we currently use.

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BEC商务英语中级写作范文2020 为了让大家更好的准备商务英语BEC考试,给大家整理写作指导,下面就和大家分享,来欣赏一下吧。 BEC商务英语中级写作范文(1) Dear Customer, When someone in the family experiences hearing loss, he is not the only one to experience frustration Have you noticed a loved one: Missing parts of conversations? Asking people to repeat themselves? Having special trouble with certain letters or sounds? Turning up the volume on the TV? If so, you can help them and yourself—by encouraging them to find out about a hearing aid. More than six million Americans enjoy improved hearing and better lives-with hearing aids. And the power source they rely on most is Rayovac. “Rayovac batteries really do make a difference.” One of our customers said so.

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月误投的减少;降低投递时间,内容可展开为增加投递员工或者更好地划分投递区域等;改进所投递产品的质量,重新选择产品生产公司等,这里需要一定的商务背景知识。其实读者不难发现,BEC写作题目体现了提出问题、分析问题、解决问题的思路,在潜移默化地传递着解决商业实际问题的思考过程。 形式方面,商务报告一般需要标题,本题可采用Report on Customer Complaints (2002 Jan.~Mar.)作为标题。主体部分通常采用大写的小标题理清结构:介绍(INTRODUCTION),概括写报告的目的,比如汇报顾客投诉情况,分析原因,并提出解决办法。发现(FINDINGS),发现部分应根据内容进行分段,比如按照月份投诉情况和三个月投诉原因分析分成两大部分:首先概括图表特征,包括1和2两个要点,接下来整体分析1月到3月投诉原因的百分比并提出解决办法,包括3、4和5三个要点。段落内部也可以采用商业报告中常用的项目符号标记要点。结论(CONCLUSIONS),对投诉情况和解决办法进行概括,比如针对顾客投诉问题,已经采取了有效的对策。 范文: Report on Customer Complaints (2002 Jan.~Mar.) INTRODUCTION This report has the purpose of presenting the reasons for customer complaints in 2002. FINDINGS The customer complaints received in 2002 were 300 in January. Then they increased to 540 in February because of the computer system’s breakdown. In March they fell to 230 because an improved order system was introduced. The reasons for complaints from January to March were analyzed: ●First, the company received com plaints for incorrect orders delivered. Such errors were fewer in March. ●Second, the delivering time is too long, and the company has planned to recruit new agents. ●Finally, customers complained about the poor product quality. In order to solve this problem more quality controls have been introduced. CONCLUSIONS At the moment not all the customers are satisfied but some measures have been taken to improve their satisfaction.

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