TOEIC 리딩 파트 7 — 문제
지문
Excerpt from the "Sterling Solutions Employee Handbook"
**Section 4: Commitment to Customer Excellence**
At Sterling Solutions, our success is intrinsically linked to the satisfaction of our clients. We pride ourselves on delivering not just exceptional products and services, but also unparalleled customer support. This commitment forms the bedrock of our operations and is the responsibility of every team member.
**4.1 Handling Customer Inquiries and Feedback:**
All customer interactions should be professional, courteous, and prompt. We encourage the proactive solicitation of feedback through various channels. When a customer expresses dissatisfaction or lodges a complaint, it is imperative that all employees, regardless of their role, understand the gravity of the situation and the company's protocol for addressing it.
**4.2 The Complaint Resolution Process:**
1. **Acknowledge and Empathize:** Listen attentively to the customer’s concerns without interruption. Express sincere empathy for their situation.
2. **Gather Information:** Politely request all necessary details pertaining to the issue. Ensure you have a clear understanding of the problem.
3. **Document Thoroughly:** Record the complaint in the designated CRM system, including customer details, the nature of the complaint, and any immediate actions taken.
4. **Escalate Appropriately:** For issues requiring specialized knowledge or managerial intervention, escalate the complaint to the relevant department or supervisor immediately. Do not delay.
5. **Follow-up:** Ensure the customer is kept informed about the progress of the resolution. A timely follow-up demonstrates our commitment to resolving their issues.
**4.3 Service Standards:**
Our service standards are high because we believe in continuous improvement. Every interaction is an opportunity to learn and enhance our offerings. Addressing customer complaints effectively is not merely a reactive measure but a proactive strategy for service enhancement and customer retention. Failure to adhere to these guidelines may result in disciplinary action.
문제
The company emphasizes that employee success is closely related to what?
보기
- A. Product innovation speed
- B. Client contentment levels ✓
- C. Internal team collaboration
- D. Market share expansion
정답
B. Client contentment levels
해설
[KO]
📖 지문해석 — Sterling Solutions는 고객의 만족이 회사의 성공과 깊이 연결되어 있다고 강조합니다.
📝 정답이유 — "our success is intrinsically linked to the satisfaction of our clients"라는 문장에서 'our success'(우리의 성공)와 'the satisfaction of our clients'(고객의 만족)가 'intrinsically linked'(본질적으로 연결된)되어 있다고 명시적으로 언급하므로, 직원 성공이 고객 만족도와 관련이 있음을 알 수 있습니다. 'satisfaction of our clients'는 'Client contentment levels'로 가장 잘 바꿔 표현되었습니다.
💡 실전팁 — Part 7에서는 'X is linked to Y', 'X depends on Y'와 같은 '연결' 또는 '의존'을 나타내는 표현을 찾으면 질문의 핵심 내용을 파악하는 데 도움이 됩니다.
📊 오답분석 —
X) Product innovation speed — 지문에 제품 혁신 속도에 대한 언급은 없습니다.
X) Internal team collaboration — 내부 팀 협업은 고객 만족에 기여할 수 있지만, 지문에서 직접적으로 '직원 성공'과 연관 짓는 핵심 요소는 아닙니다.
X) Market share expansion — 시장 점유율 확대는 언급되지 않은 결과일 뿐, 직원 성공과의 직접적인 연관성을 나타내는 표현은 아닙니다.
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[JA]
📖 本文の和訳 — Sterling Solutionsは、従業員の成功が何と密接に関連しているかを強調しています。
📝 正解理由 — 「our success is intrinsically linked to the satisfaction of our clients」（私たちの成功は、クライアントの満足度に本質的に結びついています）という文章で、「our success」（私たちの成功）と「the satisfaction of our clients」（クライアントの満足度）が「intrinsically linked」（本質的に結びついている）と明示されているため、従業員の成功が顧客満足度に関連していることがわかります。 「satisfaction of our clients」は、「Client contentment levels」として最もよく言い換えられています。
💡 実践的アドバイス — Part 7では、「X is linked to Y」や「X depends on Y」といった「関連」や「依存」を示す表現を探すことが、質問の核心を掴むのに役立ちます。
📊 不正解選択肢の分析 —
X) Product innovation speed — 文章中に製品革新のスピードに関する言及はありません。
X) Internal team collaboration — 内部チームの協力は顧客満足に貢献するかもしれませんが、文章で従業員の成功と直接結びつけられている主要な要素ではありません。
X) Market share expansion — 市場シェアの拡大は言及されていない結果にすぎず、従業員の成功との直接的な関連を示す表現ではありません。
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[TH]
📖 การแปลบทอ่าน — บริษัท Sterling Solutions เน้นย้ำว่าความสำเร็จของพนักงานเกี่ยวข้องอย่างใกล้ชิดกับอะไร
📝 เหตุผลที่เลือกคำตอบ — จากประโยคที่ว่า "our success is intrinsically linked to the satisfaction of our clients" (ความสำเร็จของเราเชื่อมโยงอย่างแท้จริงกับความพึงพอใจของลูกค้าของเรา) ข้อความระบุไว้อย่างชัดเจนว่า 'our success' (ความสำเร็จของเรา) และ 'the satisfaction of our clients' (ความพึงพอใจของลูกค้าของเรา) นั้น 'intrinsically linked' (เชื่อมโยงกันอย่างแท้จริง) ซึ่งหมายความว่าความสำเร็จของพนักงานเกี่ยวข้องกับระดับความพึงพอใจของลูกค้า 'satisfaction of our clients' ถูกแทนที่ด้วย 'Client contentment levels' ได้ดีที่สุด
💡 เคล็ดลับสำหรับวันสอบ — สำหรับ Part 7 การมองหาสำนวนที่แสดงถึง 'ความเชื่อมโยง' หรือ 'การพึ่งพา' เช่น 'X is linked to Y' หรือ 'X depends on Y' จะช่วยให้คุณจับใจความสำคัญของคำถามได้
📊 การวิเคราะห์ตัวเลือกที่ผิด —
X) Product innovation speed — ไม่มีส่วนใดในบทอ่านที่กล่าวถึงความเร็วในการสร้างสรรค์ผลิตภัณฑ์
X) Internal team collaboration — การทำงานร่วมกันภายในทีมอาจมีส่วนช่วยให้ลูกค้าพึงพอใจ แต่ไม่ใช่ปัจจัยหลักที่บทอ่านเชื่อมโยงโดยตรงกับ 'ความสำเร็จของพนักงาน'
X) Market share expansion — การขยายส่วนแบ่งทางการตลาดเป็นผลลัพธ์ที่ไม่ได้กล่าวถึง ไม่ใช่การแสดงความเชื่อมโยงโดยตรงกับความสำเร็จของพนักงาน
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[VI]
📖 Dịch đoạn văn — Công ty Sterling Solutions nhấn mạnh rằng sự thành công của nhân viên có liên quan mật thiết đến điều gì.
📝 Lý do chọn câu trả lời — Từ câu "our success is intrinsically linked to the satisfaction of our clients" (sự thành công của chúng tôi gắn liền với sự hài lòng của khách hàng chúng tôi), đoạn văn nêu rõ rằng 'our success' (sự thành công của chúng tôi) và 'the satisfaction of our clients' (sự hài lòng của khách hàng chúng tôi) là 'intrinsically linked' (gắn liền một cách bản chất), cho thấy sự thành công của nhân viên có liên quan đến mức độ hài lòng của khách hàng. 'satisfaction of our clients' được diễn đạt lại tốt nhất bằng 'Client contentment levels'.
💡 Mẹo làm bài thi — Đối với Phần 7, việc tìm kiếm các cụm từ chỉ sự 'liên kết' hoặc 'phụ thuộc' như 'X is linked to Y' hoặc 'X depends on Y' sẽ giúp bạn nắm bắt cốt lõi của câu hỏi.
📊 Phân tích lựa chọn sai —
X) Product innovation speed — Không có đề cập nào về tốc độ đổi mới sản phẩm trong đoạn văn.
X) Internal team collaboration — Sự hợp tác trong nhóm nội bộ có thể đóng góp vào sự hài lòng của khách hàng, nhưng đây không phải là yếu tố chính mà đoạn văn liên kết trực tiếp với 'sự thành công của nhân viên'.
X) Market share expansion — Việc mở rộng thị phần chỉ là một kết quả không được đề cập, không phải là biểu hiện của mối liên hệ trực tiếp với sự thành công của nhân viên.
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[ID]
📖 Terjemahan Bacaan — Sterling Solutions menekankan bahwa kesuksesan karyawan sangat terkait dengan apa.
📝 Alasan jawaban benar — Dari kalimat "our success is intrinsically linked to the satisfaction of our clients" (kesuksesan kami terkait secara inheren dengan kepuasan klien kami), teks secara eksplisit menyatakan bahwa 'our success' (kesuksesan kami) dan 'the satisfaction of our clients' (kepuasan klien kami) adalah 'intrinsically linked' (terkait secara inheren), yang berarti kesuksesan karyawan berkaitan dengan tingkat kepuasan klien. 'satisfaction of our clients' paling baik diungkapkan kembali sebagai 'Client contentment levels'.
💡 Tips Ujian — Untuk Bagian 7, mencari frasa yang menunjukkan 'keterkaitan' atau 'ketergantungan' seperti 'X is linked to Y' atau 'X depends on Y' akan membantu Anda memahami inti pertanyaan.
📊 Analisis pilihan jawaban salah —
X) Product innovation speed — Tidak ada penyebutan tentang kecepatan inovasi produk dalam teks.
X) Internal team collaboration — Kolaborasi tim internal mungkin berkontribusi pada kepuasan klien, tetapi ini bukanlah faktor utama yang secara langsung dikaitkan teks dengan 'kesuksesan karyawan'.
X) Market share expansion — Perluasan pangsa pasar adalah hasil yang tidak disebutkan, bukan ungkapan hubungan langsung dengan kesuksesan karyawan.
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[MS]
📖 Terjemahan Petikan — Sterling Solutions menekankan bahawa kejayaan pekerja sangat berkaitan dengan apa.
📝 Sebab jawapan betul — Daripada ayat "our success is intrinsically linked to the satisfaction of our clients" (kejayaan kami amat berkait dengan kepuasan pelanggan kami), teks menyatakan dengan jelas bahawa 'our success' (kejayaan kami) dan 'the satisfaction of our clients' (kepuasan pelanggan kami) adalah 'intrinsically linked' (berkaitan secara intrinsik), yang menunjukkan kejayaan pekerja berkaitan dengan tahap kepuasan pelanggan. 'satisfaction of our clients' dibahasakan semula dengan baik oleh 'Client contentment levels'.
💡 Petua Hari Peperiksaan — Untuk Bahagian 7, mencari ungkapan yang menunjukkan 'kaitan' atau 'kebergantungan' seperti 'X is linked to Y' atau 'X depends on Y' akan membantu anda memahami inti persoalan.
📊 Analisis pilihan jawapan salah —
X) Product innovation speed — Tiada sebutan mengenai kelajuan inovasi produk dalam petikan.
X) Internal team collaboration — Kolaborasi pasukan dalaman mungkin menyumbang kepada kepuasan pelanggan, tetapi ini bukanlah faktor utama yang dikaitkan secara langsung oleh petikan dengan 'kejayaan pekerja'.
X) Market share expansion — Pengembangan bahagian pasaran adalah hasil yang tidak disebut, bukan ungkapan hubungan langsung dengan kejayaan pekerja.
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[PT-BR]
📖 Tradução da Passagem — A Sterling Solutions enfatiza que o sucesso do funcionário está intimamente relacionado a quê.
📝 Motivo da resposta correta — Da frase "our success is intrinsically linked to the satisfaction of our clients" (nosso sucesso está intrinsecamente ligado à satisfação de nossos clientes), o texto afirma explicitamente que 'our success' (nosso sucesso) e 'the satisfaction of our clients' (a satisfação de nossos clientes) estão 'intrinsically linked' (intrinsecamente ligados), o que indica que o sucesso do funcionário está relacionado aos níveis de satisfação do cliente. 'satisfaction of our clients' é melhor parafraseado como 'Client contentment levels'.
💡 Dica para o dia da prova — Para a Parte 7, procurar frases que indiquem 'ligação' ou 'dependência', como 'X is linked to Y' ou 'X depends on Y', ajudará você a captar o cerne da questão.
📊 Análise das opções erradas —
X) Product innovation speed — Não há menção sobre a velocidade de inovação de produtos no texto.
X) Internal team collaboration — A colaboração da equipe interna pode contribuir para a satisfação do cliente, mas não é o fator principal que o texto vincula diretamente ao 'sucesso do funcionário'.
X) Market share expansion — A expansão da participação de mercado é um resultado não mencionado, não uma expressão de relação direta com o sucesso do funcionário.
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[MY]
📖 ဘာသာပြန်ဆိုချက် — Sterling Solutions ကုမ္ပဏီသည် ဝန်ထမ်းအောင်မြင်မှုသည် မည်သည့်အရာနှင့် ဆက်စပ်နေသည်ကို အလေးပေးဖော်ပြပါသည်။
📝 အဖြေမှန်ရွေးရသည့်အကြောင်း — "our success is intrinsically linked to the satisfaction of our clients" (ကျွန်ုပ်တို့၏အောင်မြင်မှုသည် ကျွန်ုပ်တို့၏ဖောက်သည်များ၏စိတ်ကျေနပ်မှုနှင့် ဆက်စပ်နေသည်) ဟူသောစာကြောင်းမှ 'our success' (ကျွန်ုပ်တို့၏အောင်မြင်မှု) နှင့် 'the satisfaction of our clients' (ကျွန်ုပ်တို့၏ဖောက်သည်များ၏စိတ်ကျေနပ်မှု) တို့သည် 'intrinsically linked' (အနှစ်သာရအားဖြင့် ဆက်စပ်နေသည်) ဟု ကျမ်းချက်က ပြတ်ပြတ်သားသား ဖော်ပြထားသည်။ ထို့ကြောင့် ဝန်ထမ်းအောင်မြင်မှုသည် ဖောက်သည်စိတ်ကျေနပ်မှုအဆင့်များနှင့် ဆက်စပ်နေသည်ကို သိရှိနိုင်သည်။ 'satisfaction of our clients' ကို 'Client contentment levels' ဟု အကောင်းဆုံးပြန်လည်ဖော်ပြသည်။
💡 စာမေးပွဲနေ့အတွက် အကြံပြုချက် — Part 7 တွင် 'X is linked to Y' သို့မဟုတ် 'X depends on Y' ကဲ့သို့သော 'ဆက်စပ်မှု' သို့မဟုတ် 'မှီခိုမှု' ကိုဖော်ပြသည့် ဝေါဟာရများကို ရှာဖွေခြင်းသည် မေးခွန်း၏ အနှစ်သာရကို နားလည်ရန် ကူညီပေးပါလိမ့်မည်။
📊 မှားယွင်းသောရွေးချယ်မှု ခွဲခြမ်းစိတ်ဖြာခြင်း —
X) Product innovation speed — စာတမ်းတွင် ထုတ်ကုန်တီထွင်မှုအမြန်နှုန်းနှင့် ပတ်သက်၍ မည်သည့်အကြောင်းအရာကိုမျှ ဖော်ပြထားခြင်းမရှိပါ။
X) Internal team collaboration — အတွင်းအဖွဲ့အစည်း ပူးပေါင်းဆောင်ရွက်မှုသည် ဖောက်သည်စိတ်ကျေနပ်မှုကို အထောက်အကူဖြစ်စေနိုင်သော်လည်း၊ 'ဝန်ထမ်းအောင်မြင်မှု' နှင့် ကျမ်းချက်မှ တိုက်ရိုက်ဆက်စပ်သော အဓိကအချက်မဟုတ်ပါ။
X) Market share expansion — ဈေးကွက်ရှယ်ယာတိုးချဲ့ခြင်းသည် ဖော်ပြမထားသော အကျိုးဆက်တစ်ခုဖြစ်ပြီး ဝန်ထမ်းအောင်မြင်မှုနှင့် တိုက်ရိုက်ဆက်နွယ်မှုကို မဖော်ပြပါ။
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[ZH-TW]
📖 文章翻譯 — Sterling Solutions 的成功，與客戶的滿意度密不可分。我們以提供卓越的產品和服務，以及無與倫比的客戶支援為傲。這份承諾是我們營運的基石，亦是每位團隊成員的職責。所有與客戶的互動都應專業、有禮且及時。我們鼓勵主動蒐集客戶意見。
📝 答案解析 — 題目詢問員工的成功與何者緊密相關。文章第一段明確指出「Sterling Solutions，我們的成功，與我們客戶的滿意度，密不可分」(Our success is intrinsically linked to the satisfaction of our clients)。因此，「客戶滿意度」是正確答案。
💡 應試技巧 — 尋找原文中表示「相關性」或「連結」的詞彙，如 "linked to", "related to", "connected with" 等，並將其與文中提到的對象進行配對。
📊 錯誤選項分析 — X) 產品創新速度 — 文章未提及產品創新速度與員工成功直接相關。 X) 內部團隊合作 — 雖然團隊合作很重要，但文章的關鍵連結放在客戶滿意度。 X) 市場佔有率擴張 — 文章將公司營運的基石和成功連結至客戶，而非市場佔有率。
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[EN]
📖 Passage translation — The company Sterling Solutions emphasizes that employee success is closely related to what?
📝 Why this answer — The sentence "our success is intrinsically linked to the satisfaction of our clients" explicitly states that 'our success' and 'the satisfaction of our clients' are 'intrinsically linked'. This directly implies that employee success is tied to client satisfaction. The phrase 'satisfaction of our clients' is best paraphrased by 'Client contentment levels'.
💡 Test-day tip — In Part 7, look for phrases indicating 'connection' or 'dependency' like 'X is linked to Y' or 'X depends on Y' to quickly grasp the core of the question.
📊 Wrong-option analysis —
X) Product innovation speed — There is no mention of product innovation speed in the passage.
X) Internal team collaboration — While internal collaboration can contribute to client satisfaction, the passage does not directly link it as the primary factor for 'employee success'.
X) Market share expansion — Market share expansion is an unmentioned outcome, not an expression of the direct link to employee success.