004（8.5）

All right, let's begin. So, could you tell me your full name, please?

Oh, my name is Solon Park. Um, please call me Sylvan.

Okay, so are you working or are you a student?

I'm still a student. Um, I'm doing my graduate studies in Environmental Toxicology at SMU.

And do you like your major?

Um, yes, I really like my major because I've been interested in it since I was young. My major is about Environmental Toxicology, so it's about how environmental toxins affect our human body. So, I've read a lot of books about it since I was young, so I've decided to study it since I was in middle school.

Okay, and what do you like doing when you have some free time?

When I have free time, I like watching Netflix or doing my regular workout routines like doing jump ropes. And other than that, when I have free time, I hang out with my friends or just watch YouTube.

Okay, now we're going to talk about chocolate. So, do you like eating chocolate?

Oh, yes, I love eating chocolate. Um, I like eating everything made of chocolate, like chocolate milkshakes.

Yeah, and how often do you eat chocolate?

Uh, I eat chocolate, um, five times a month. Um, I like chocolate, but if I eat it too often, then I might gain weight, so I try to cut down on chocolate.

And did you often eat chocolate when you were a child?

Um, actually, I like eating chocolate, but my mom didn't allow me to eat chocolate too much, so I didn't eat chocolate a lot.

Okay, and why do you think chocolate is popular around the world?

Chocolate is very, very... and also chocolate has a long history. I heard that it was found in South America in the past, and you can make various types of dishes using chocolate, like chocolate pizza or chocolate milkshake. Yeah, things like that.

Okay, and now we're going to talk about music. So, what kinds of music do you like?

Um, I actually listen to a wide range of genres, um, but my favorite one is jazz. My favorite type of music is jazz music in the movie called La La Land.

And are there any kinds of music that you dislike, and why?

Um, I usually dislike rock music because it's too noisy, in my opinion, and the sound is a bit deafening, so I prefer quiet music.

Good, and do you usually only listen to one type of music?

Um, actually, I listen to various types of music. I like listening to pop, jazz, and I don't remember other names of music, but yeah, I like listening to various types of music.

Yeah, okay, and do you like the same kinds of music as your friends?

Um, actually, I don't like the same types of music as my friends. Of course, we have, like, common interests, but I listen to music of different cultures, like Spanish music, so my friends sometimes don't understand me.

Alright, and what is the most popular type of music in your country?

In my country, I think K-pop is most popular because, um, Koreans like idols a lot. They like, uh, thin and very tall idols, so they kind of, um, like, look over them, look up to them, and yeah, that's why people like K-pop music so much.

Great, now we're going to move on to part two of the test. So, I'm going to give you your question. So, here's your question for today, and there is a pencil, so I'll give you one minute to do some note-taking.

Alright, you can begin.

Alright, that is one minute. Okay, so, could you describe a complaint that you made and were satisfied with the result?

Um, recently, I made a complaint about a clothes that I ordered a few weeks ago. Actually, I was looking for a clothes that was white and very long, like a silk dress. And when I got the clothes, because I shopped it online, I realized that a few seams were off, and the stitches were very irregular, and also the clothes was longer than I thought. So, I was very unsatisfied. So, I made a complaint to the internet shopping mall that I bought the clothes from, and there was a reply saying that they will give me a full refund. So, I was actually very surprised and flabbergasted because usually those kinds of internet shopping malls don't give me a full refund. So, I talked to the manager, and I persuaded her to give me a full refund, and she replied that yeah, she would give me the full refund and she will take the clothes back. So yeah, I was actually very satisfied with the result, and I returned the clothes.

Okay, about a minute and 10 seconds for now. Okay, and do you usually buy your clothes online?

Um, yes, actually when my mom buys my clothes, I usually buy them offline, but when I buy my clothes, then I usually buy them online because it's much cheaper and it's very cost-efficient. Um, yes.

Alright, now we'll go on to the third part of the test. Okay, we'll keep going. Okay, so when are people likely to make complaints?

Um, I think people usually make complaints when they're not satisfied with the product they bought or sometimes when they think something is, um, something is a bit off, they make complaints. For example, when you order food and the food has some things dirty inside it, then they make complaints.

Yes, and do you think in your country people are likely to complain?

Yes, I've seen, um, many examples when people make complaints. Um, I've also read a lot of, like, um, internet rumors about making complaints. Some people make complaints when they're not satisfied, but also there are some, like, people, like black consumers, who make complaints even though they're still satisfied with the product. They still make complaints to get money.

Okay, and in what way do you think people should make complaints?

Um, I think people should make complaints in a courteous manner because if you offend someone, then, oh, I think it's very rude. Even when you're making a complaint, you should still be polite. So when you make a complaint, you should always make sure what you don't like about the certain product or certain service and what you want. So these are the two ways how to make a complaint.

Yes, and which way do you think is better, which method: talking in person or sending an email?

Um, I think sending an email is better because if you talk in person, unintentionally you can offend the other person. But if you talk in email, then you won't show your facial expressions. Um, so I think it's better to send a complaint via email.

And why do some people dislike making complaints even when there is something wrong with a product or a service?

I think it's because people don't like talking to someone about negative things. They don't want to show their negativity about a certain product. So that's the reason why some people avoid making complaints. And also they don't like the bureaucracy when they're making a refund or making complaints. So like when you usually make a complaint, you need to go to the website and find the email address or find a way to meet face-to-face to make a complaint. So these are the two reasons why some people don't like making complaints.

Right, and which group do you think is more likely to make a complaint: younger people or older people?

I think older people, um, because younger people, as I mentioned, are usually busy and they don't like making complaints because they don't want to show negativity. But older people, they think that when they receive a product and they're not satisfied, then they make a complaint because usually older people, they don't want to waste their money, so they want to get a full refund when the product is not to their taste.

Absolutely. And what kind of people do you think are best suited to working in a customer complaints department?

People who are able to talk politely even in difficult situations. Because when you get a lot of complaints, it's very hard to keep your stress levels low, and there are some people who can manage all that. So people who are able to manage stress and, um, sustain their politeness towards others are the people who are able to work in the complaints service.

Absolutely. Okay, that will do us. Thank you very much.

Alright, so let's start with the feedback. So I'd say your estimated score today would be 8.5. There are just a few small errors, but overall, it was very comfortable, very clear, very nice fluency, and pronunciation. You use a lot of nice vocabulary, and your grammar was almost perfect. I'll just run you through a few things that maybe we could improve on.

Um, in your part one questions, try to explain a little bit more and explain why. I can give some reasons and examples, so I think some of your answers were a little bit short even though they were perfectly answered. Um, one point, when I asked you about how often do you eat chocolate, you said five times a month, and you said I'm trying to, like, cut down on chocolate. So "cut down" is, you know, it's more like reducing, so from maybe I used to eat 10 times, now I eat five times. Maybe a better word would be like "limit," limit the amount of chocolate that I eat because I don't want to gain weight.

Yeah, um, okay. Yeah, that was good with part one. Part two, so you spoke for a minute and 10 seconds. Um, in the real test, you should try to speak towards two minutes. So two minutes is the maximum time, so we could try and like maybe develop the last point a little bit more if we can.

Um, one point

, we said right, so "a clothes that I ordered online." Right, so you can say like "a dress that I ordered online," but you can't say "a clothes," yeah. So you could say "some clothes that I ordered online" or "a dress." Um, "I shopped it online," you could only say like "I bought it" or "I ordered it." We do use "shop" as a verb, but we put it together as "shop for," "shop for." So like last week, "I went shopping for something."

Yeah, and then maybe like one time you said "they was replied," just delete the "was" verb, and "they replied and they offered a full refund and you were very satisfied." Okay, so just a couple of small things there.

Um, when you talk about online, offline, so yeah, we do say "shopping online." For offline, I think it's more common to say "shopping in stores," yeah. Or people say like "at a brick-and-mortar store," maybe you could also use that.

Um, the thing, why I asked you why do people not like to make complaints, you said maybe they don't like talking about negative things. That's fine. We could also say like the word "confront." They don't like to confront people. They avoid confrontation. Maybe that would be good there.

Um, okay, and just one word for pronunciation was perfect basically the whole way. One word was that when you talk about music "genres," "genres." Yeah, that's a tricky one.

Um, also maybe in part three, like most of your sentences started with "I think," so maybe we could try and vary the vocabulary a little bit, you know, "from my perspective," "I would say," "in my opinion," but yeah, really good test overall, so.

Thank you.

Thank you.

Alright.

好的，我们开始吧。请告诉我你的全名。

哦，我的名字是Solon Park，请叫我Sylvan。

好的，你在工作还是在读书？

我还是学生，我在SMU攻读环境毒理学的研究生。

你喜欢你的专业吗？

是的，我非常喜欢我的专业，因为我从小就对它感兴趣。我的专业是关于环境毒理学的，研究环境毒素如何影响我们的人体。我从小就读了很多关于这方面的书，所以从中学起就决定要学习它。

好的，当你有空闲时间时，你喜欢做什么？

当我有空闲时间时，我喜欢看Netflix或者做我的常规锻炼，比如跳绳。另外，有空的时候我会和朋友一起出去玩，或者只是看YouTube。

现在我们来谈谈巧克力。你喜欢吃巧克力吗？

哦，是的，我喜欢吃巧克力，我喜欢所有用巧克力做的东西，比如巧克力奶昔。

你多久吃一次巧克力？

嗯，我一个月吃巧克力大约五次。我喜欢巧克力，但如果吃得太多可能会长胖，所以我尽量减少吃巧克力的次数。

你小时候经常吃巧克力吗？

其实，我喜欢吃巧克力，但我妈妈不允许我吃太多，所以我小时候并不经常吃。

你认为为什么巧克力在全世界都很受欢迎？

巧克力非常非常受欢迎，而且巧克力有着悠久的历史。我听说它最早在南美被发现。你可以用巧克力做各种各样的食物，比如巧克力披萨或巧克力奶昔之类的。

现在我们来谈谈音乐。你喜欢什么类型的音乐？

嗯，我实际上听很多种类的音乐，但我最喜欢的是爵士乐。我最喜欢的音乐类型是电影《爱乐之城》中的爵士音乐。

有没有你不喜欢的音乐类型？为什么？

我通常不喜欢摇滚音乐，因为我觉得它太吵了，声音有点震耳欲聋，所以我更喜欢安静的音乐。

你通常只听一种类型的音乐吗？

其实我听各种类型的音乐，我喜欢听流行音乐、爵士乐，但我不记得其他音乐类型的名字了，不过我喜欢听各种音乐。

你和你的朋友喜欢同样类型的音乐吗？

其实我和朋友们喜欢的音乐类型不太一样。当然，我们有一些共同的兴趣，但我听不同文化的音乐，比如西班牙音乐，所以我的朋友有时候不理解我。

你们国家最流行的音乐类型是什么？

在我们国家，我认为K-pop最流行，因为韩国人非常喜欢偶像。他们喜欢瘦高的偶像，所以他们非常崇拜这些偶像，这就是为什么人们如此喜欢K-pop音乐。

很好，现在我们进入考试的第二部分。我要给你一个问题，这是今天的问题，这里有一支铅笔，我给你一分钟做一些笔记。好，开始吧。

好，一分钟到了。你能描述一个你投诉过并对结果满意的经历吗？

最近我对几周前订购的一件衣服提出了投诉。实际上，我在找一件白色的、很长的丝绸连衣裙。当我收到衣服时，因为我是网上购物，我发现有几处缝线松了，针脚也很不规则，而且衣服比我想象的还要长，所以我非常不满意。我向我购买衣服的网店投诉了，回复说他们会全额退款，所以我非常惊讶，因为通常这些网店不会全额退款。我和经理谈了，我说服她给我全额退款，她答应了，并说会收回衣服。所以我非常满意这个结果，并且退回了衣服。

好的，大约一分钟零十秒。好的，你通常在网上买衣服吗？

嗯，是的，其实当我妈妈给我买衣服时，我通常在实体店买，但当我自己买衣服时，我通常在网上买，因为它更便宜而且非常划算。嗯，是的。

好的，现在我们进入考试的第三部分。我们继续。好，人们什么时候最有可能投诉？

嗯，我认为人们通常在对购买的产品不满意时会投诉，有时当他们觉得有些问题时也会投诉。例如，当你点的食物里面有脏东西时，他们会投诉。

是的，你认为在你们国家人们容易投诉吗？

是的，我见过很多人投诉的例子。我也读过很多关于投诉的网络传言。有些人在不满意时会投诉，但也有一些人，比如恶意消费者，即使他们对产品满意，也会投诉以获取赔偿。

好的，你认为人们应该以何种方式投诉？

嗯，我认为人们应该以礼貌的方式投诉，因为如果你冒犯了别人，我认为这是非常无礼的。即使你在投诉时，你也应该保持礼貌。所以当你投诉时，你应该明确指出你不喜欢某个产品或服务的哪些方面以及你想要什么。这是投诉的两种方式。

是的，你认为哪种方式更好，面对面交谈还是通过电子邮件？

嗯，我认为通过电子邮件更好，因为如果你面对面交谈，不小心可能会冒犯对方。但如果你通过电子邮件交谈，你不会展示你的面部表情。所以我认为通过电子邮件投诉更好。

为什么有些人即使产品或服务有问题也不喜欢投诉？

我认为是因为人们不喜欢与别人谈论负面的事情。他们不想展示自己对某个产品的负面情绪。这就是为什么有些人避免投诉的原因。而且他们也不喜欢投诉或退款时的繁文缛节。通常，当你投诉时，你需要访问网站，找到电子邮件地址或找到面对面投诉的方式。这就是为什么有些人不喜欢投诉的两个原因。

好的，你认为哪个群体更有可能投诉，年轻人还是年长的人？

我认为是年长的人，因为年轻人，正如我提到的，通常很忙，他们不喜欢投诉，因为他们不想展示负面情绪。但年长的人，他们认为当他们收到产品并且不满意时，他们会投诉，因为通常年长的人，他们不想浪费钱，所以当产品不合他们的口味时，他们想要全额退款。

绝对是。你认为哪种人最适合在客户投诉部门工作？

那些即使在困难情况下也能礼貌交谈的人。因为当你收到很多投诉时，很难保持低压力，有些人能够管理所有这些。所以那些能够管理压力并保持对他人礼貌的人，才是能够在投诉服务部门工作的人。

绝对是。好的，就到这里。非常感谢你。

好的，让我们开始反馈。所以我认为你今天的预估分数是8.5。只有一些小错误，但整体来说，非常舒适，非常清晰，流利度和发音都很好。你使用了很多好的词汇，你的语法几乎完美。我会告诉你一些可以改进的地方。

在第一部分的问题中，尽量多解释一点并解释原因。可以给出一些理由和例子，我认为你的回答虽然非常完美，但有点简短。比如，当我问你多久吃一次巧克力时，你说一个月五次，你说我试图减少吃巧克力的次数。减少，意味着减少，从可能我以前吃十次，现在我吃五次，也许一个更好的词是限制，限制我吃巧克力的数量，因为我不想增重。

嗯，好。这是第一部分的问题。第二部分，你说了一分十秒。在真实的考试中，你应该尽量说到两分钟。两分钟是最长时间，所以我们可以尽量再多展开一些最后的点。

比如我们说到，网上订购的一件衣服。对，你可以说一件我在网上订购的连衣裙，但不能说一件衣服。你可以说一些我在网上订购的衣服或一件连衣裙。我在网上买的，你可以说我买了它或我订购了它。我们确实用购物这个动词，但我们会说去购物。所以像上周，我去购物了。

还有你说到他们回复了，只需要说他们回复了并提供了全额退款，你非常满意。所以只有几个小问题。

当你谈论线上，线下购物时，我们确实说网上购物。对于线下，我认为更常说在店里购物，或者人们说在实体店购物，你也可以用这个词。

当我问你为什么人们不喜欢投诉时，你说他们可能不喜欢谈论负面的事情，这很好。我们也可以说对抗，他们不喜欢对抗别人，他们避免对抗，这可能会更好。

还有一个单词发音基本上整个过程都很好。一个单词是你谈论音乐类型时，说到genres。这是一个棘手的词。

还有在第三部分中，大多数句子都以我认为开头，所以我们可以尝试多样化一下词汇，比如从我的角度，我会说，在我看来，但总体来说，非常好的测试。

谢谢你。

谢谢你。

好的。