国开04012-商务英语4-Unit 2 Self-test-辅导资料x.docx
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国开04012-商务英语4-Unit 2 Self-test-辅导资料x.docx
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国开04012-商务英语4-Unit2Self-test-辅导资料
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第1题
—hello,isthatsailmovingcompany?
— ?
A.Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou
B.Yes,I'mJack.Thanksforcalling.Whatcanwedoforyou
C.Yes,speaking.WhatcanIdoforyou
正确答案是:
Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou
第2题
—whatdoesthecustomer'scomplaintsay?
— .
A.Hesayshewillwriteusathank-youletter
B.Hesayshehasn'tgottenbackthemonitorforrepairs
C.Hewantstoknowwhetherwecouldgivehimadiscount
正确答案是:
Hesayshehasn'tgottenbackthemonitorforrepairs
第3题
—theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.doyouhaveareasonforthis?
— .
A.Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice
B.Whatdoyouthink?
ButIhavenoidea
C.That'stheclient'sownproblem,Iguess
正确答案是:
Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofour
customerservice
第4题
—whatisthedistancebetweenthenewbuildingandyouroffice?
— .
A.Itisneartothebusstop
B.Itisabout15kilometers
C.Itisveryclose
正确答案是:
Itisabout15kilometers
第5题
—howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?
— .
A.Wecangiveyoua10%discount
B.Sorry,wearenotavailablethesedays
C.Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove
正确答案是:
Thecostdependsonthefloortomoveto,thedistancebetweentwoplaces
andtheamountofthefurnituretomove
第6题
ifanyofthearticlesaredamagedduringmove,youmaymakea forcompensationwithourcompany.
A.request
B.demand
C.claim
正确答案是:
claim
第7题
somestoresevenoffer lanesforcustomerswith10itemsorlesstocheckoutquickly.
A.expire
B.express
C.exact
正确答案是:
express
第8题
thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull .
A.compensation
B.repay
C.refund
正确答案是:
refund
第9题
ifthingshave ,thepersonyou'retalkingtowillwanttoknowthereasons.
A.gotup
B.gonewrong
C.turneddown
正确答案是:
gonewrong
第10题
someofthecustomers'complaintsseem .
A.inacceptable
B.unacceptable
C.unaccepted
正确答案是:
unacceptable
第11题
customersoftenremain toabusinessthathasexcellentserviceeveniftheirpricesarehigh.
A.loyal
B.loyally
C.loyalty
正确答案是:
loyal
第12题
customerswon'tfindstoreclerkssittingaround .
A.watchingTVorplayingcards
B.towatchTVorplaycards
C.watchingTVortoplaycards
正确答案是:
watchingTVorplayingcards
第13题
lookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing .
A.whyaretheysaying
B.howaretheysaying
C.whattheyaresaying
正确答案是:
whattheyaresaying
第14题
theamericanideaofcustomerserviceis eachcustomerthecenterofattention.
A.made
B.tomake
C.make
正确答案是:
tomake
第15题
thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.
A.Whatever
B.Whenever
C.However
正确答案是:
Whatever
第16题
阅读理解:
根据文章内容,判断正误(每题10分)。
TheFeelGoodFactorinCustomerService
Achallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:
Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.
Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.
Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.In
doingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.
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