『新东方在线托福听力』为托福考生准备了ETS托福TPO/Official 40 Con 1听力练习：Why does the professor mention a student in another class?原文题目答案解析，TPO/Official 40 Con 1听力原文范文音频翻译。

托福TPO/Official 40 Con 1听力原文Why does the professor mention a student in another class?【新东方在线】

旁白：下面听一段学生和商务课教授间的对话。

Narrator: Listen to a conversation between a student and a business professor.

学生：Jackson教授，感谢你原意见我。

Student: Thanks for seeing me, Professor Jackson.

Professor: Sure, Tom. What can I do for you?

学生：我准备做我的学期项目，是有关于服务设计的。

Student: I'm gonna do my term project on service design.

是你作为一名客人会看到的东西，比如建筑物的构造，停车场等。

Oh...What you see as a customer, the physical layout of the building, the parking lot.

我思考了下，我会将重点放在吃的地方：饭店，咖啡店，食堂。

And I thought I'd focus on various kinds of eateries: restaurants, coffee shops, cafeterias.

因此，我也会分析你在哪点餐，你在哪吃饭等一些问题。

So I'd also analyze where you order your food, where you eat, and so on.

教授：等等。我以为你会为游乐园给出一份假定的商业计划书。

Professor: Wait. I thought you were gonna come up with a hypothetical business plan for an amusement park.

难道上个星期你邮件里不是这样写的吗？

Isn't that what you e-mailed me last week?

Oh, I'm thinking of a Tom from another class.

学生：没关系。我确实也给你发了邮件，说了说我的想法。

Student: No problem. I did e-mail you my idea too though.

我读了一些服务标准的内容，让我有点疑惑。

I read something about service standard that kinda confused me.

请问教授，服务设计和服务标准之间的区别是什么？

What's the difference between service design and service standard?

教授：服务标准指的是公司……员工理想状态下应该要做的能够让一切运作无障碍的事情。

Professor: Service standard refers to what a company...employees are ideally supposed to do in order for everything to operate smoothly.

类似于，必须要遵守的规则一样。

服务设计……额试想一下校园里的食堂。

Service design is...uh, think of the cafeteria here on campus.

每个柜台处都有非常明确的标识，帮助你找到你要的东西：汤，沙拉，点心。

All with big, clear signs to help you find what you're looking for: soups, salads, desserts.

因此你知道去哪里找到你所需要的食物。

So you know exactly where to go to get what you need.

当你取好自己想要的食物后，你会去哪？

And when you are finished picking up your food, where do you go?

Student: Emm...right before you get to the seating area.

教授：正确。收银处所在的位置，就是你接下来准备要去的地方。

Professor: Exactly. A place that you would logically move to next.

学生：但是你要知道，并不是所有的地方都是这样的。

Student: You know, not every place is like that.

上个周末是我同学的生日， 我去了镇上的一个烘培店去领她的生日蛋糕。

This past weekend was my friend's birthday, and I went to a bakery in town to pick up a cake for her party.

人与人之间几乎都是堵着道的，走路不通畅。排队付钱的队伍，下订单的队伍，都是乱排的。

People were all in each other's way, standing in the wrong lines to pay, to place orders.

啊还有另外一件事，就是我听说那家烘培店的苹果派做得很好吃，所以我也想买一块试试。

Oh, and another thing, I heard this bakery makes really good apple pie, so I wanted to buy a slice of it too.

学生：那里有一块小标签，表明这是苹果派摆放的地方，但是那里却没有任何苹果派的踪影。

Student:There was a little label that said apple pie where it's supposed to be but there wasn't any left.

教授：这种情况就叫：服务缺口，也许是因为员工没有培训好，或者因为那天苹果派都卖完了而造成的。

Professor: That's what's called a service gap, maybe there wasn't enough training for the employees or maybe they just ran out pie that day.

但不管怎么说，过程中的某个环节出了问题，导致现状没有达到服务标准的要求。

But something is wrong with the process, and the service standard wasn't being met.

总之，因为学期项目的一条要求就是，必须亲自造访一处商业用地。

Anyway, since part of the requirements for the term project is to visit an actual place of business.

您觉得学校食堂符合这一条件吗？

那里似乎有我需要的很多东西。

They seem to have a lot of the things I'm looking for.

教授：但是，校园内的商业地点如食堂或者书店，和我们在课上研究的商业服务模式不太一致。

Professor: Well, campus businesses like the cafeteria or bookstore don't quite follow the kinds of service models we're studying in class.

让我说的话，我建议你去当地的一些其他商业地点。

You should go to some other local establishment I'd say.

教授：但是提前打电话给经理，避免他们感到惊讶。

Professor: But just call the manager ahead of time so they aren't surprised.

Why does the student go to see the professor?

Why does the professor mention a student in another class?

Why does the professor talk about the cafeteria on campus?

What do the speakers imply about the bakery the student went to recently?

What does the professor say the student should do for his project?

Student 
Thanks for seeing me, professor Jackson. 
Professor 
Sure tom, what can I do for you? 
Student 
I’m going to do my term project on service design. Oh what you say is a customer the physical of the building the parking lot. And I thought it focused on various kinds of eateries, restaurants, coffee shops, cafeterias. So I’d also analyze where you order your food, where you eat and so on. 
Professor 
Wait, I thought you were coming up with a high practical business plan for a museum park, isn’t that what you emailed me last week? 
Student 
Um… 
Professor 
I can’t . oh, I’m thinking of Tom for another class, Tom Benson. Sorry, sorry. 
Student 
No problem. I did email you my idea too though. 
Professor 
That’s right. I remember now. Restaurants, yeah. 
Student 
So, here is my question. I read something about service standard that kind of confused me. What’s the difference between service design and service standard? 
Professor 
Service standard refers to a company, employees, are ideally supposed to do. In order for everything to operate smoothly, the protocol should be followed. 
Student 
Oh, OK. 
Professor 
So backing up, service design is um…think of cafeteria here on campus. There are several food counters, right? Always big clear signs to help you find what you are looking for, soups, salads, desserts, so you know exactly where you go to get what you need. And when you finish picking up your food, where do you go. 
Student 
So the cash registers? 
Professor 
And where are they? 
Student 
Right before you get your sitting area. 
Professor 
Exactly. A place you will logically move to next. 
Student 
You know, not every place is like that. This past week I went to my friend’s birthday and I went to a bakery in town to pick up a cake for her party. And the layer of the place is weird, people were all in each other’s way, standing in the wrong lines to pay, to place orders. Oh and another thing, I heard this bakery makes really good apple pie, so I want to buy a slice of it too. 
Professor 
Ok. 
Student 
There is a little label that said apple pie where it supposed to be. But there isn’t any left. 
Professor 
That’s what is called service gap. Maybe there was not enough training for the employee, or maybe they just run out of pie that day. But something is wrong with the process and the service standard wasn’t being met. 
Student 
Ok, I think I get it. Anyway, since part of the requirement for the term project is deficit and actual place of business, do you think I can use our campus cafeterias? They seem to have a lot of things I am looking for. 
Professor 
Well. Campus businesses like the cafeteria or bookstore don’t quite follow the kinds of service models we are studying in class. You should go to some other local establishments. 
Student 
I see. 
Professor 
But just call the manager ahead of time so they aren’t surprised.
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