Questions 1-10 Complete the table below. Write one word and / or a number

LISTENING PART 3
You will hear two commerce students called Stella and Nathan talking 
about the importance of market research in business. 
Now listen carefully and answer questions 21 to 26.
Stella:
Hi Nathan. Shall we compare ideas for our assignment on market 
research? 
Nathan :
Good idea. So first in the assignment, I think we should explain 
what ‘market research’ is. One definition I found was this – gathering 
information about consumers’ needs and preferences.
Stella: 
I like that, nice and clear. So then, we need to establish the 
benefits of market research. Why do it? I read that many business people 
think it’s about finding the next market they can exploit. But it’s more 
complex than that. 
Nathan:
I agree. To me, it’s about unpredictability. Markets can change 
unexpectedly. But if you’ve done research, you can minimise the chance 
that something will go wrong in your own business. 
Stella:
That’s a really significant point. You may also learn the most 
effective means of promoting your business.
Nathan:
But that depends on the business. It’s not a general advantage.
Stella: 
No, you’re right. But I do think, the sums you invest in market 
research, you’ll see a return on that eventually.
Nathan :
That’s it exactly. Great point. The trouble is, too many of those 
working in business take a short-term view.
Stella:
OK, so there are benefits. But there are criticisms of market 
research, as well. We should acknowledge that in the assignment.
Nathan :
But some criticisms are more valid than others.
Stella:
Like? 
Nathan :
Well, apparently some managers say they’re just too busy. But 
that’s a poor excuse.
Stella:
Maybe they think they already know everything they need to 
know?
Nathan :
Maybe they do, but that’s an issue with them, not with market 
research. 
Stella:
OK, fair enough. But I read an interesting study out of the USA 
showing that the results of a lot of market research are just unreliable. 
The supposed developments identified by the research never occur. 
Nathan :
Yes, that’s a good point. Then, another question is, can 
businesses actually see if market research is working? I mean, is it 
possible for a business to say categorically that increased profits resulted 
from market research?
Stella:
But that’s a criticism of how businesses are structured, not 
research itself.
Nathan:
Yeah OK. Though you’ve got to admit, market researchers love 
jargon. These are examples from one report I read – ‘psychographics’, 
‘coolhunting’ and ‘asynchronous research’. Some people are bound to be 
put off by these terms. 
Stella:
Yes, that’s a reasonable complaint.
Nathan :
So, what about sources of information for market research? 
Which sources of information work best? I mean, we all know that 
putting cameras in stores tells us a lot about consumer behaviour. 
Q12 
Q13 
Q14 
Q15 
Q16 
Q17 
Q18 
Q19 
Q20 
Q21 
Q22 
Q23 
Q24 
www.ztcprep.com

---

IELTS Trainer 2
Tests 1–6 audioscripts © Cambridge University Press and UCLES 2019
21
Stella:
Yes, that’s well documented. But I read that managers can learn 
a lot about social trends just by doing really obvious things, like keeping 
up with the news on TV, radio and digital networking sites. I hadn’t 
thought it could be that simple.
Nathan :
No, me neither. Then there’s a lot of data put out by bodies like 
the national census and the civil service. That can be helpful.
Stella:
Maybe, but it depends on the business. What I hadn’t expected, 
though, was the evidence showing that talking to consumers directly 
about their preferences really works.
Nathan :
Yeah, I was a bit taken aback when I read that. But apparently, 
it’s more effective than internet questionnaires and polls. 
Stella:
I think people are less likely to be honest in questionnaires.
Now listen and answer questions 27 to 30.
Nathan: 
All right. So, if a business wants to use its own resources for 
market research, what’s the process?
Stella:
Good question. Let’s think about a company that isn’t using 
outside consultants, but doing it internally. Then I think the first step is 
staff education. You’ve got to get all employees committed, to maximise 
the chances of success.
Nathan:
Agreed. Then, you need to show staff examples of what they can 
do every day. 
Stella: 
You mean in their interactions with customers?
Nathan:
Yes. What, precisely, should they ask customers in order to get 
valuable information? Show staff the sorts of things they can ask on a 
daily basis.
Stella:
OK. And next, I was reading an article by the BQR Group. Apparently, 
staff need to keep an account of what the customers are saying.
Nathan:
You mean on computer, or by hand?
Stella: 
The format doesn’t matter. But, say, every Friday, they should add 
to the document. So they build up a picture of customer opinions, and 
the insights aren’t lost.
Nathan:
Good point. Right, next, I read about ways of motivating staff. 
Business Guide magazine had a report on the importance of maintaining 
motivation. 
Stella: 
So, what, by looking ahead and deciding what to do next?
Nathan:
Well, in fact, Business Guide’s approach is to get your staff 
together round a table as frequently as possible to discuss their findings.
Stella:
That sounds like a good approach. Next, you need to provide 
detailed feedback about any changes you decide. So everyone can see 
the outcomes of the research.
Nathan:
Nice idea. Then you have to ensure continued participation by 
the staff. You want market research to be ongoing, not just a one-off.
Stella:
Oh, this is the idea of delegating, so that each staff member is 
accountable for market research in one area of the business.
Nathan:
Yeah, exactly. And then another aspect of this is… 
33