單字練習

來西澳已經快要兩個禮拜了。如果依照台灣標準，沒有在這段時間內找到工作可謂罪不可赦，但是我來這裡的目的是盡可能提昇我的英文能力，所以這篇文章是我在某個公司的人力資源網站寫履歷時看到的，問題的情境是假設你要應徵一個3C產品公司(類似台灣的順發或是燦坤)的客服人員。我覺得很有趣且有很多單字可以練習，有些題目我也不是很懂，因此把他放上來大家一起研究囉！

Questionnaire

Please answer the following questions as accurately as possible.

Are you available to work the required times as outlined in the job advertisement?
你是否可以在刊登工作訊息上所要求的時間工作？
Yes
No


You are new to your department when you realise that a few individuals in your work group are not very productive and a few of the others are picking up the slack. What is your best approach in this situation?
你是部門的新進人員，而且你看到了你團隊中有一些人並不是很有生產力，有些人甚至非常偷懶。面對這個問題，你最好的方法是什麼？
Go to your manager and report this as they are best suited to fixing the problem
     到你主管面前報告這件事情，因為這是他們正是解決這種問題的人。
Work hard and make sure you are doing the right amount of work
     努力工作，已確保整個團隊有達到一定的工作量。
Discuss the issue with those who seem to be hard working and plan how you are going to get rid of the “slackers” in the team
     跟看似工作認真的同事討論如何擺脫那些懶惰蟲。
Talk to the team members who are not being productive and ask them if there is a problem that you can help with. Suggest that they may need training to help improve the productivity in the department. Ensure that you help out other team members who are struggling to finish their work.
     跟那些工作效率不好同事聊聊，看看是否可以提供一些幫助。假設他們需要一些訓練以提昇生產力，確保你幫忙的那些人是那種已經很努力在工作上卻又力不從心的人。


You see a customer from the ‘corner of your eye’ try and conceal a product into their pocket which you believe they do not intend to pay for. Do you:
你偶然發現個顧客正試著把東西藏到口袋裡，而你認為他看來並不打算付錢買東西。你會：

Follow the customer around the store and see if they intend to pay for the goods
     一直跟著那個顧客，盯著他看他是否會買東西。
Ignore the situation, as you may be falsely accusing an innocent customer
     忽略這個問題，因為你很可能會誤解一個無辜的客人。
Approach the customer and ask if you can be of any assistance to them
     接近這位顧客並且問他有什麼可以幫忙的。
Alert someone else to advise a supervisor as you continue to watch the customer before some back up comes to assist you
     告訴你的同事去問主管如何處理，同時你會一直緊盯著那個顧客直到主管來。


You are working on the checkout and have a queue of more than 5 people waiting when the customer you are dealing with says they have forgotten something and they will be right back. Do you:
你正在收銀台工作，在你的櫃台已經超過5個客人等候結帳。有一個客人在結帳時跟你說他忘了某樣東西，等一下會回來。你會：
Finalise the sale and tell them they will have to go back to the end of the queue once they are ready and have found the other item
     先跟他把款項結清，等他找到產品回來時再請他從隊伍的後面開始排。
Tell the customer they cant do that, that you have to finish off the sale
     告訴客人說不能這樣，我必須先跟你把款項結清。
Say that you will wait until they return and apologise to the other customers in the queue
     告訴他我會等他，並且跟其他排隊中的顧客道歉。
Finalise the sale and serve the next customer until the customer returns with their last item and then let them to the front of the queue and finish their sale
     把款項結清，先服務其他顧客等他回來之後，在讓他排到隊伍的最前面結帳。


You are working at the check out the total sale is $50 the customer gives you two $50 notes stuck together without noticing. Do you:
你在櫃台工作，一個顧客結帳的總金額是50元，可是他沒注意到卻給你兩張50元鈔票。你會：
Say nothing take both notes and put them in the check out register with the intention of later retrieving the money for yourself
     什麼都不說，拿了兩張鈔票到收銀台，稍候再把錢放到自己口袋。
Say nothing take both the notes and put them in the check out register so that the company can improve the sales for the day
     什麼都不說，拿了兩張鈔票到收銀台，當成是公司今天額外的收入。
Take the money and donate it to a charity
     拿了錢，但捐給慈善機構。
Tell the customer what they have done and return one of the notes back to them
     告訴客人他拿了兩張鈔票，並且歸還一張給他。


In 50 words or less describe how providing excellent customer service in a store can influence store profit results?
用少於50個字來描述你如何給一間店最好地客戶服務以增加營收？(以下是我自己寫的，沒標準答案啦^_^)
Three components: geniality, professionalism and patience are fundamentals to customer services. The more happier and satisfied customers are, the more profit we make.


In 50 words or less describe why you would like to take on this position.
用少於50字來描述為何你想要這個職位。(以下是我自己寫的，沒標準答案啦^_^)
I have passion on learning something new, especially digital products and computer relevant. I would like to teach and explain how things work out, and realize their requirement through conversation.


How would you best describe your knowledge of Electronic Products and confidence to provide advice to a customer? (Products include; electronic plugs, resisters, tool, cables)
選出你對於電子產品的知識並介紹給客戶的信心程度。(產品包含：各種接頭、電阻器、工具、纜線等等)
Would be able to explain the basic differences between types of products in this area
     在這個領域有能力介紹產品間的基本差異。
Able to help customers select a product
     有能力幫助顧客選擇產品。
Could confidently help customers select a product that meets their needs
     有能力且有信心能幫客戶選到最適合他們的產品。
Would be able to help customers select a product, or package that meets their needs and provide them with advise on how to best set them up and use them
     有能力幫顧客選擇符合他們需求的產品，或者幫他們選擇工具組並且能給予他們如何設定跟使用上的建議。


How would you best describe your knowledge of Communication products and confidence to provide advice to a customer? (Products include; mobile phones, fixed line phones, cables, fax machines)
選出你對於通訊產品的知識並介紹給客戶的信心程度。(產品包含：手機、電話、電話線，傳真機等等)
Would be able to explain the basic differences between types of products in this area
Able to help customers select a product
Could confidently help customers select a product that meets their needs
Would be able to help customers select a product, or package that meets their needs and provide them with advise on how to best set them up and use them


How would you best describe your knowledge of Entertainment products and confidence to provide advice to a customer? (Products include; TV's, Stereo's, Home Theatre, Personal Audio)
選出你對於娛樂產品的知識並介紹給客戶的信心程度。(產品包含：電視、音響、家庭劇院，個人音響等等)
Would be able to explain the basic differences between types of products in this area
Could help customers select a product
Confidently help customers select a product that meets their needs
Would be able to help customers select a product, or package that meets their needs and provide them with advise on how to best set them up and use them


How would you best describe your knowledge of Computer Products and confidence to provide advice to a customer? (Products include; PC's, notebooks, software and accessories)
選出你對於電腦產品的知識並介紹給客戶的信心程度。(產品包含：電腦、筆電、軟體以及其他輔助程式等等)
Would be able to explain the basic differences between types of products in this area
Could help customers select a product
Could confidently help customers select a product that meets their needs
Would be able to help customers select a product, or package that meets their needs and provide them with advise on how to best set them up and use them


You are busy completing a task that your manager has given to you which must be finished prior to going home. You are running overtime and “hear” a customer accidentally drop a large item on the floor. Do you:
你正忙於完成主管給你的任務，並且趕在下班之前完成。你時間就要不夠用了，但卻聽到一個客戶不小心弄掉落了一個大型物品。你會：
Continue working as you need to finish your work quickly your boss does not like paying you for any additional unauthorised hours of work
     繼續老闆要求你的工作，因為老闆不會喜歡付你在非合約工作時段薪水。
Go and see what the noise was and assist if necessary
     去看看聲音從哪裡來並看看是否有需要協助的地方。
Wait and see if anyone else calls for assistance before you go and help
     看看是不是有其他同事要求協助，如果有的話我在去看看有什麼可以幫忙。
Assist other staff members who also hear the noise in rectifying the situation
     跟其他聽見聲響的同事一起處理現場。


You are on your lunch break and you observe a customer has spilt something on the floor and walked away. Do you:
你正在午餐時間並且發現一個客人撕碎了一些東西並且離開，你會：
Ignore it as you are on your lunch break and late for an appointment
     裝作沒聽到，因為這是你的休息時間，and late for your appointment(不知道怎麼翻)
Call the customer and ask them to report it to someone as they are the one who made the mess
     叫住那名顧客並要求他負責，因為他就是造成這團渾亂的人。
Mention it to another staff member as you are leaving the store
     在離開之前告知其他同事這件事情。
Guard the area until you can notify another team member & wait until they bring a hazard sign and cleaning equipment before taking your lunch
     守住渾亂現場直到你可以通知其他同事，或是其他同事放置好警示標示並且清理好設備後，再進行午餐。
(這個當然是標準答案，還真是苦命顧客至上阿！)


You have been given the responsibility to check off a detailed invoice listing new products your department has just received. The checking off is taking a lot longer than you anticipated. Do you:
你被賦予要檢查你所屬部門的新進貨物清單。這個檢查整個清單所需要的時間遠比你預期的要多，你會：
Just tick the stock off the invoice, it is right most of the time anyway
     把倉庫上的物品清單隨便勾一勾，反正大部分時候這麼做都是ok的。
Ask your supervisor for some help as you are not likely to finish it in the timeframe that they gave you if they want you to check it thoroughly
     如果主管真的要你徹查一遍的話，你會跟主管請求協助，因為在這個時間內是完成不了的。
Take a break and do something else for a short while, this will help you regain your concentration so that you do the job more efficiently
     休息片刻並短暫作些其他事情，這會幫助你重拾專注力，使工作更有效率。
Persist doing the job you were directed to do and do not tell anyone that it is more time consuming than they thought
     堅持繼續作這個工作，不告訴其他人因為這件事情遠比他們想像的更耗時。


You are in a store when a customer approaches you and asks you about a location of a product in another area of the store. Do you:
你正在店裡，有一個顧客向你走來並詢問你另一個區域的產品的位置，你會：
Indicate that you are busy and have to finish this job that your manager gave you
     告訴他你正在忙主管要求的任務。
Tell them to ask someone at the information desk
     告訴他去詢問服務台人員。
Stop what you are doing and show the customer to the appropriate location
     停下手邊的工作，並且告訴帶領顧客到正確的位置。
Give the customer general directions and point in the right direction
     告知大致的方向，讓客戶自己去找。


You are working at the checkout when you observe a staff member giving their discount card to one of their friends to use. You know that the company policy is that discount cards are only to be used by you. Do you:
你正在收銀台工作時看到一個同事把折價卡給他的朋友使用。你知道公司的折價卡政策只限於個人使用。你會：
Say nothing as it is no big deal, lots of staff members do the same
     什麼也不說，因為這也不是什麼大交易，很多同仁都做同樣的事情。
Decide to do the same when your friends are shopping in the store as it obviously means this is OK
     決定叫你的朋友來店裡作同樣的事情，因為看來這絕對是OK的。
Report the incident to your Manager
     告知主管這個事情。
Approach the staff member yourself and tell them if you see them do that again you will report them.
     親自告訴你的同事你看到了，而且如果在發生一次，你會向上呈報這件事。