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Practice Test Recording Scripts

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Section 1 (CD Track 12)

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Agent
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Customer Yes, I’d like to get some information about trips to

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New Zealand.
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Agent Certainly. Take a seat and I'll be right with you.

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Customer Thanks.
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Recording Scripts

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Agent Now, where would you like to go in New Zealand? Agent Yes. Let’s say departing from Melbourne on the

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Customer Well, I was hoping to do a bit of travelling around, first of May – that’s a Saturday – and then you

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could begin your course on Monday the third.

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actually. There are a few things I’d like to see and
do before I go back home. Customer That sounds great!

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Agent Right. Agent And how long would you like to study for? A month,

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Customer One thing I really want to do is go to Christchurch. I two, three? What do you think?
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have relatives living there that I can stay with – my Customer Well, I’ll probably need more than a month. What
mother’s cousin – and I’ve heard it’s a nice place. about eight weeks... until the end of June.
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Agent Yes, it’s a lovely city. And staying with relatives will Agent Fine. I’ll see what I can do. Oh, and how would you

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help with the budget, of course. like to pay for this?

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Customer The budget? Customer On my Visa card if that’s possible.
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Agent It will save you some money.
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Customer Oh right! Well, I’m not too worried about that. I’ve
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saved quite a bit of money working in Australia. Agent Hello Sue. It’s Angelo from Kosmos Travel here. I’ve
Agent Oh, that’s nice. Good for you! Well, you know that booked your flight and I’ve found you an English
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New Zealand consists of two main islands, the college called The Harbour Language Centre.
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North Island and the South Island, and Customer Great! Where exactly is that?
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Christchurch is on the South Island. Agent Well, have you got that little map I gave you
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Customer Is it? I was never very good at geography at yesterday?
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school! Do you have a map I could look at? Customer Yes.

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Agent Sure! Here we are. Agent You see where the harbour is, with the three
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wharves and the water?

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Customer Right. I see. And… well… then I’d also like to spend
some time in Auckland. And maybe I could do an Yes, got that.
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Customer

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English language course there. Can you organise Agent OK, there are two parallel streets – Quay Street,
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that sort of thing for me? that’s Q U A Y and Customs Street. The building
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Agent Certainly. We’d be happy to arrange that. But bear -R where the college is located is on Quay Street,
in mind that Auckland is in the North Island. opposite Princes Wharf.
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Customer OK. And I’d also like to do some skiing or maybe Customer Right, got it. And what about accommodation?
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even some snowboarding. I hear New Zealand is a Agent Well, I’ve booked you into a hotel for the first three
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great place for that. nights and then the accommodation officer will
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Agent Yes, absolutely. But you should go to Auckland first find you a family to live with.
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for your studies, and then you can get the ferry Customer Good. And where’s the hotel?
across to the South Island and take the bus down
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Agent It’s a short walk from the college, on the corner of

to the snow. Queen Street and City Road.
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Customer Oh, I don’t like boats very much. I’m not much of a Customer Which corner exactly?
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sailor. I think I’d prefer to fly.

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Agent On the left-hand side as we are looking at the map.

Agent Right. What about joining a walking tour? That
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Customer OK. Near the little park.
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could be really fun.
Agent Yes, that’s right.
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Customer Not sure about walking, but joining a tour might be

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Customer And what about a good bookshop? I’m going to

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a good way to travel, because then I might make

need to buy a dictionary and some English books.
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some friends my own age.

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Agent Yes. Well, I believe there’s a really good language

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bookshop on the corner of Customs Street and

Queen Street. It’s near the college so that’s pretty
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Agent Now, let’s get some details. Can I have your name,
please. convenient.
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Customer Yes, it’s Su Ming Lee, but you can call me Sue. Customer Thank you so much. You’ve been really helpful.
Agent OK, Sue. And what’s your address here in Section 2 (CD Track 13)
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Melbourne? Announcer
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Customer I’m living with my aunt in the suburb of Kew. It’s 29 The Sydney Harbour Bridge is nearly three-quarters of a
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Loch Street. That’s L O C H not L O C K. century old and, to help celebrate this important occasion,
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Agent Do you have a phone number that I can get you our reporter Sarah Chambers has compiled this brief history
on? of her favourite bridge.
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Customer The best thing would be if I give you my mobile. I Sarah

A bridge is more than just a crossing over a river or a waterway
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always have it on me. It’s 0 4 0 2 double 5 8 double

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9 2. – it is a landmark in its own right; a landmark which allows us

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Agent OK. And when do you want to travel? Because to identify one city from another. Think, for instance, of the
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you’ll need to be down south in July or August. Bridge of Sighs in Venice, or the magnificent Charles Bridge in
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Oh, yes. Of course. That’s winter, isn’t it? So I’d Prague. Each of these cities can be recognised by their
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Customer
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famous bridges. The Golden Gate Bridge in San Francisco is

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better go to Auckland in May…

another example of a city known by its bridge. But in addition
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Recording Scripts

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to this, a bridge is a kind of ornament for a city, similar, if you The tunnel has been a welcome solution to Sydney’s traffic

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like, to a cathedral or a palace. problems, but, of course, a tunnel could never compete with a

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bridge as a landmark for any city. So let’s wish the bridge a
Here in Sydney we may not have our own palace, but we do very happy birthday!

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have our famous and much loved bridge – The Sydney

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Harbour Bridge, which is sometimes affectionately known as Section 3 (CD Track 14)
‘the coat hanger’ because of its arched shape. It was built Mia Hello, David.
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back in the 1930s, and so the bridge is coming up for a David Oh hi, Mia. Sorry I’m a bit late.
significant birthday. Let’s have a little look at its history.
Mia Oh. No problem! Thanks for agreeing to help me with
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with someone.
Although the idea of building a crossing over Sydney harbour
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David Sure. You were going to talk about European rock

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had been discussed many years earlier, it wasn’t until the year
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1916 that the state government agreed to allocate some art, weren’t you?
money for the construction of a bridge. Mia Yes, the rock drawings in the caves of Lascaux in

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western France.
The chief engineer for the bridge was a man called Dr John

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David Oh, fantastic, over 13,000 years old, I believe. What

Bradfield, a brilliant engineer who supervised the entire sort of drawings are they?
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project from beginning to end. First they had to decide on a
They’re drawings of animals on the whole, but you

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design, so he organised an international competition to

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can also find some human representations, as well
choose a design, and ultimately got the one he wanted. The
as some signs. There are roughly 600 drawings at
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job went to a British engineering firm and the contract was

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Lascaux.
signed in 1924. The design he chose was the single-arch
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bridge that you see today, made of steel, with a tower at David Really? Were they mostly pictures of bulls?

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either end. Mia Well, no, actually, the animal most depicted was the

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horse. Have a look at this graph. It shows the

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In 1926, construction finally began. The first thing they had to
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distribution of the different animals. You see… first

do was demolish 800 houses around the site where the the horse, and then after that a sort of prehistoric
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towers were to be built. The poor families, however, never

received any compensation for this! But the project created -R
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bull…
Oh, OK. That’s interesting, isn’t it?
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thousands of jobs – much needed in those difficult times. Of

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Mia …and the third most commonly drawn creature was
course, like all projects of this size, it took much longer to build
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the stag. There were some other animals but these

than originally planned – it was supposed to have been
are the main ones.
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finished by 1930 – but actually it wasn’t completed for

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another two years. It also cost twice as much as the original David What are the drawings like? I mean, what sort of
quote, coming in at £9.5 million instead of the agreed style?
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contract price of £4.2 million! But what’s new? Mia Well, the bulls are depicted very figuratively – they’re
not very realistic. They are very big by comparison to
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The opening ceremony took place on 19 March 1932, and a the other drawings, of people and signs. They appear
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large crowd gathered for the occasion. The Premier of the to be almost three-dimensional in some cases,
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State was just about to cut the ribbon when suddenly a man
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following the contours of the cave walls, but of

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rode through the crowd mounted on a horse and slashed the course they’re not.
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ribbon with his sword. He wanted to be the first to cut the David Amazing. Perhaps they felt these animals were the
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ribbon. Anyway, they tied the ribbon back together and the most impressive and needed to be represented like
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ceremony continued. The man on the horse was fined £5 for

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that.
his offensive behaviour!
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Yeah, maybe. The drawings of humans by contrast

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Mia
Since then, millions of cars have crossed the bridge, each consist of just simple lines. Like the stick figures my
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paying a toll to do so. By the early 1980s the government had little sister draws. Perhaps humans were seen as less
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paid off the loan for the money they’d borrowed all those important.
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years before, but motorists continued to pay to cross from David Mmm, perhaps. What about the signs. How did they
north to south. This money was subsequently used to build a draw them?
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tunnel under the harbour to reduce the amount of traffic on Mia There doesn’t appear to be much evidence of signs,
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the bridge. and those that have been found are usually made up
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of little points.
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Pause
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David Rather like Aboriginal art from Australia.

The tunnel was opened in 1992 and cost $544 million. It is 2·3
Yes. Something like that, but not as complex, of
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Mia
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kilometres long and is equipped with all the latest technology,

course.
including closed circuit television to monitor any problems.
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And it has most definitely reduced the load on the bridge, as it David So apart from the bulls and horses and stags, were
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there any other creatures depicted?

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carries around 75,000 vehicles each day which would

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Mia In one or two chambers, you do find pictures of fish

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otherwise have to use the bridge. And it’s apparently strong

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enough to withstand the impact of a ship or even the impact but they’re quite rare.
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of an earthquake.
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Recording Scripts

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David What sort of size is the cave? It must be quite large In fact, marketing, more than any other business function,

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to have that many pictures. deals with customers. So perhaps the simplest definition is

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this one: marketing is the delivery of customer value and

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Mia Well, it’s actually a number of inter-linking chambers,
really. Here’s a map showing where the different satisfaction at a profit. In other words, finding customers,

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drawings can be found. keeping those customers happy and making money out of the

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David Oh, good. Let’s have a look at that. process!

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Mia The first 20 metres inside the cave slope down very The most basic concept underlying marketing is the concept
steeply to the first hall in the network. That’s called of human needs. These include basic physical needs for
the Great Hall of the Bulls.
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things like food, as well as warmth and safety. And marketers

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David Here. OK. don’t invent these needs; they’re a basic part of our human

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Mia Then off to the left we have the Painted Gallery, make-up. So besides physical needs, there are also social
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which is about 30 metres long, and is basically a needs – for instance, the need to belong and to be wanted.

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continuation of this first hall. And in addition to social needs, we have the need for
knowledge and self-expression, often referred to as individual
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But further into the cave.

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Mia Exactly. Then we find a second, lower gallery called needs.
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the Lateral Passage. This opens off the aisle to the As societies evolve, members of that society start to see
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right of the Great Hall of the Bulls. It connects the
next chamber with an area known as the Main
things not so much in terms of what they need, but in terms of
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what they want, and when people have enough money these
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Gallery. At the end of the Main Gallery is the wants become demands.
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Chamber of Felines. There are one or two other

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Now, it’s important for the managers in a company to

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connecting chambers but there’s no evidence of
understand what their customers want if they are going to
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man having been in these rooms.

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create effective marketing strategies, so there are various
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ways of doing this. One way at supermarkets, for instance, is
to interview customers while they’re doing their shopping.
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David Is the cave open to the public today?
They can be asked about their buying preferences and then
Mia Well, no. Because after the initial discovery in 1940, it
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the results of the survey can be analysed. This provides

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was opened and literally millions of people came reliable feedback on which to base future marketing
through to see the drawings. Then in the fifties the strategies. It’s also quite normal for top executives from
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experts started to worry about the damage being

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department stores to spend a day or two each month visiting
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stores and mixing freely with the public, as if they were

closed the Lascaux cave in 1963.
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ordinary customers, to get an idea of customer behaviour.

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David Is that so!

Mia It wasn’t really the tourists that were doing the harm, Another way to get information from customers is to give
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but the fact that after thousands of years, the cave them something. For instance, some fast-food outlets give
was suddenly open to the atmosphere and so away vouchers in magazines or on the street that entitle
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bacteria and fungi started to destroy the pictures. customers to get part of their meal for nothing. As well as
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being a good way of attracting customers into the restaurants

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You need a special permit to enter the cave now and

to spend their money, it also allows the managers to get a feel
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very few people can get that unless they’re scientists
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or have some official status. for where to advertise and which age-groups to target.
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David It’s a shame, but I can see that they had to do Another strategy employed at some well-known theme parks
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something to protect the cave. So that means you such as Disneyland is for top managers to spend at least one
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can no longer see this rock art.

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day in their career, touring the park dressed as Mickey Mouse

Mia Well, not exactly. What they’ve done is re-create the or some other cartoon character. This provides them with the
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drawings in a man-made cave, which you can visit. perfect opportunity to survey the scene and watch the
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David Oh brilliant! customers without being noticed.

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Yeah, the authorities decided to reproduce the two

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Mia OK, well we mentioned customer satisfaction at the beginning

best sections of the site so they’ve created a life-size of this lecture, and I’d like to return briefly to that, as it relates
copy of the Hall of the Bulls and of the Painted
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to what we’ve just been talking about. If the performance of a

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Gallery. It’s just a cement shell, which corresponds in product falls short of the customer’s expectations, the buyer
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shape to the interior of the original. is going to be dissatisfied. In other words, if the product you
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David So now you can visit the caves without actually buy isn’t as good as you’d expected, then the chances are
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harming any of the 13,000-year-old paintings. you’ll be unhappy about it. If, on the other hand, performance
matches expectations, and the product you buy is as good as
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Section 4 (CD Track 15) you expected, then generally speaking the buyer is satisfied.
Last week we looked at some general principles associated
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But smart companies should aim one step higher. They should
with marketing and today I’d like to look at some of those
aim to delight customers by promising only what they can be
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points in a little more detail.

sure of delivering, and then delivering much more than they
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promised. So then, if as sometimes happens, performance is

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So what is marketing? Or put another way, what does the term

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‘marketing’ mean? Many people think of it simply as the better than expected, the buyer is delighted and is twice as
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process of selling and advertising. And this is hardly surprising likely to come back to the store.
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when every day we are bombarded with television adverts,

Now let’s move on to look at the role of advertising…
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mail shots, and telephone sales. But selling and advertising

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are only two functions of marketing.

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