商務(wù)英語4-unit 2 self-test-國開04012-參考資料

1、商務(wù)英語4Unit2Selftest國開04012參考資料請認(rèn)真閱讀一下說明然后下載：學(xué)校每學(xué)期有可能都要更換題庫！請仔細(xì)核對是不是您需要的題目再下載?。。?！本文檔的說明：下載完本文檔后，請用WD或WPS打開，然后按CTRLF在題庫中逐一搜索每一道題的答案，預(yù)祝您取得好成績金！由金鋤頭賬號：qq號1072066377電大奧鵬助學(xué)團(tuán)隊獨(dú)家整理！僅在金鋤頭網(wǎng)上傳!第1題—helloisthatsailmovingcompany—______

2、___________A.YesthisisJackspeaking.Thanksfcalling.WhatcanwedofyouB.YesImJack.Thanksfcalling.WhatcanwedofyouC.Yesspeaking.WhatcanIdofyou正確答案是：YesthisisJackspeaking.Thanksfcalling.Whatcanwedofyou第2題—whatdoesthecustomerscom

3、plaintsay—_________________.A.HesayshewillwriteusathankyouletterB.HesayshehasntgottenbackthemonitfrepairsC.Hewantstoknowwhetherwecouldgivehimadiscount正確答案是：Hesayshehasntgottenbackthemonitfrepairs第3題—theclientsaidhehadtos

4、endamonitbackthreetimesbefetheproblemwassolved.doyouhaveareasonfthis—_________________.A.WellIwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerserviceB.WhatdoyouthinkButIhavenoideaC.Thatstheclientsownprobl

5、emIguess正確答案是：WellIwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice第4題—whatisthedistancebetweenthenewbuildingyouroffice—_________________.A.ItisneartothebusstopB.Itisabout15kilometersC.Itisveryclos

6、e正確答案是：Itisabout15kilometers第5題—howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture—_________________.A.Wecangiveyoua10%discountB.SrywearenotavailablethesedaysC.Thecostdependsontheflotomovetothedistancebetweentwopl

7、acestheamountofthefurnituretomove正確答案是：ThecostdependsontheflotomovetothedistancebetweentwoplacestheC.watchingTVtoplaycards正確答案是：watchingTVplayingcards第13題lookingyourcustomersintheeyeshowsthatwearelisteningtothemhearing__

8、_______.A.whyaretheysayingB.howaretheysayingC.whattheyaresaying正確答案是：whattheyaresaying第14題theamericanideaofcustomerserviceis_________eachcustomerthecenterofattention.A.madeB.tomakeC.make正確答案是：tomake第15題_________thesituat

9、ionmaybemakesurethatyoudontleaveyourcustomerwithanunansweredquestion.A.WhateverB.WheneverC.However正確答案是：Whatever第16題閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。TheFeelGoodFactinCustomerServiceAchallengeinwkingincustomerserviceistoensurethat

10、youhavefocusedyourattentionontherightkeyareasmeasuredbytherightKeyPerfmanceIndicat(KPI).OneofthemostimptantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFact”.Basicallythegoalisnotonlytohelpthecustomer

11、haveagoodexperiencebuttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproductsserviceyouareofferingfrombacktofront.Inotherwdsbeaninfmationexpert.Itisokaytosay“Idon’tknow”butitshoulda

12、lwaysbefollowedupby“butletmefindout”possibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybemakesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethro

13、ughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothersitshowsthatyoudontcare.Twoofthemostimptantaspectsofpositivebodylanguagearesmilingeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelis

14、teningtothemhearingwhattheyaresaying.ofcoursesmilingismeinvitingthanablanklookfrown.Nothingsurprisesyourcustomersmethananemployeegoingtheextramiletohelpthem.Alwayslookfwaystogoabovebeyondtheexpectationsofyourcustomers.In