国开04012-商务英语4-Unit 2 Self-test-辅导资料x.docx

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.

1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheir

expectations.正确答案是：

F

2.Leaveyourcustomerwithanunansweredquestionisunacceptable.正确答案是：

T

3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomer

service.正确答案是：

F

4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.正确答案是：

T

5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.正确答案是：

F

第17题

阅读理解：

根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。

CustomerService

1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.正确答案是：

B.theAmericanideaofcustomerservice

2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.正确答案是：

D.honoredguest

3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.正确答案是：

E.checkoutservice

4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,

customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.正确答案是：

A.satisfactionguaranteed

5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthe

future.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.正确答案是：

C.customerloyalty

第18题

完形填空：

选择正确答案，补全文章（每题10分）。

Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing正确答案是：

D.offered

.

Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.

Topnotchservicewillcreate正确答案是：

E.loyalty

andareturningcustomer,whichiswhatweallmuststrivefor.

Excellentcustomerserviceis正确答案是：

A.vital

tobusinessestoday.It'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?

Alwaysmakeyourcustomera正确答案是：

C.priority

.Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.

Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonlybeforethesalebutafteraswell.Afterall,inathrivingbusinesscustomersarenot正确答案是：

B.

optional

;it'sarequirementforbusinessestosurvive.

选自：

Service.htm

第19题

翻译：

为句子选择正确的翻译（每题10分）。

1.TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.正确答案是：

A

A.美式客服理念认为每位客户都是关注的焦点。

B.美国的客户都有以自己为中心的想法。

C.美国的客户服务人员都有以客户为中心的想法。

2.Manyproductscomewithamoney-backguarantee.正确答案是：

B

A.许多产品都要先付款得以保障。

B.许多产品都有退款承诺。

C.许多产品都要退款。

3.Makesuretolookyourcustomersintheeye.正确答案是：

C

A.确保要把顾客像眼睛一样珍视。

B.确保把顾客看在眼睛里。

C.确保要直视顾客的眼睛。

4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.正确答案是：

A

A.一定要想方设法，超越顾客的期望。

B.一定要寻求在顾客期待之外的想法。

C.总是要寻找达到顾客期望的方法。

5.Theworstthingisthatyoudiscoveredatthelastmomentthereweremissingpartsintheorderbeforeshipment.正确答案是：

A

A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。

B.最糟糕的事情是到了最后一刻还没有装船。

C.最糟糕的事情是在装船前的最后一刻，你有所发现。