國家開放大學(xué)電大一網(wǎng)一平臺《管理英語2》一體化考試機考形考任務(wù)7題庫答案

A.staffmembersA.staffmembers國家開放大學(xué)電大一網(wǎng)一平臺《管理英語2》一體化考試機考形考任務(wù)7題庫答案形考任務(wù)7題庫一、選擇填空：閱讀下面的對話或句子，從A、B、C三個選項中選出一個能填入空白處的最佳選項。試題1一NeitherdoI.Lookatourcommunity,itissuchamess.選擇一項：Ourservicecenterdon'toffermuchhelpforus.Ireallydon'tthinkourservicecenterissatisfying.I'mslightlysatisfiedwithourservicecenter.試題2一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn'twork.選擇一項：Oh,Idon'tknowwhat'swrongwithit.Sorry,I'11haveitcheckedoutatonce.Ok,Isee.試題3—ustomer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?一Waiter:選擇一項：A?I'mreallysorryaboutthat.Idon'tthinkit'shard.You'11getitnexttime.試題4Weareundertofinishthetaskwithinsuchlimitedtime.選擇一項：linepressureexpectation試題5Themoreinformationyoucanget,inyourfield.選擇一項：themorecompetitivewillyoubeyouwillbethemorecompetitivethemorecompetitiveyouwillbe試題6二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個選項中選出一個最佳選項。Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips,youareonyourwaytosucceedinginyourcareer.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?( )companymanagersthosewhoaccompanythemTOC\o"1-5"\h\zWhenacustomershoutsrudelyatyou,youshould( ).arguebackandprotectyourselfkeepquietandleavethecustomeralonekeepcalmandlistencarefullytothecustomerTheunderlinedsentence“Useyourearsmorethanyourmouth"means( ).Yourmouthisnotmoreimportantforyouthanyourears.Youshouldlistenmorethanyouspeak.Youshouldtalkmorethanyoulisten.Whendealingwithanangrycustomer,whichisNOTtherightattitude?( )Beconcerned.Bepatient.Beamused.Whichofthefollowingstatementsistrueaccordingtothepassage?( )Whenthecustomerscomplain,youneedn'tlistencarefully.Youneedn"tsaysorrytothoseangrycustomers.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.一、選擇填空：閱讀下面的對話或句子，從A、B、C三個選項中選出一個能填入空白處的最佳選項。試題1一Whydoyoulookunhappy.What'sthematter?.選擇一項：TmsatisfiedwiththegoodperformanceoftheradioFvejustbought.I"mgladtohaveboughtthisradioatsuchaprice.C?TmratherdisappointedwiththepoorqualityoftheradioTvejustbought.試題2——9一That,sgreat!選擇一項：WhatareyougoingtoeatattheMexicanrestaurantWhenareyougoingtodinnerattheMexicanrestaurantHowaboutgoingtodinnerattheMexicanrestauranttonight試題3—ustomer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?一Waiter:選擇一項：I'mreallysorryaboutthat-Idon'tthinkit'shard.You'11getitnexttime.試題4Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.選擇一項：argueaffectassure試題5Theysincelastnight.Theyareabouttofinishthework.選擇一項：arecleaningthesystemhavebeencleaningthesystemhadcleanedthesystem試題6二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容進(jìn)行判斷，正確寫“T”錯誤寫“F”oFeedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou'retreated.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you"rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.(F)Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.(T)It'snotnecessarytoknowaboutthecustomers'needsandpreferences.(F)Questionnairesareusefulingettingfeedbackfromcustomers.(T)Front-linestaffhavenothingtodowithimprovingcustomerservice.(F)一、選擇填空：閱讀下面的對話或句子，從A、B、C三個選項中選出一個能填入空白處的最佳選項。試題1——9.一That'sgreat!選擇一項：WhatareyougoingtoeatattheMexicanrestaurantWhenareyougoingtodinnerattheMexicanrestaurantHowaboutgoingtodinnerattheMexicanrestauranttonight試題2一NeitherdoI.Lookatourcommunity,itissuchamess.選擇一項：Ourservicecenterdon'toffermuchhelpforus.Ireallydon'tthinkourservicecenterissatisfying.I'mslightlysatisfiedwithourservicecenter.試題3一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn"twork.選擇一項：Oh,Idon'tknowwhat'swrongwithit.Sorry,I'11haveitcheckedoutatonce.Ok,Isee.試題4Wefeelwiththeinconveniencetheservicecenterbroughtus.選擇一項：disappointedworriedsurprised試題5Itisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomerawayhappy.選擇一項：suggestingapossiblesolutionsuggestapossiblesolutionsuggestedapossiblesolution試題6二、翻譯：從以下A、B、C三個選項中選出與英文最適合的中文翻譯。Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.( )焦點小組是顧客的代表，他們的工作是把你的需求和喜好提供給顧客。焦點小組是顧客的代表，他們的工作是給顧客提供需求和喜好。焦點小組是顧客的代表，他們的工作是給你提供他們的需求和喜好。Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.( )憤怒的顧客往往會把員工當(dāng)做他們發(fā)泄不滿和抱怨的目標(biāo)。憤怒的顧客計劃把對員工的不滿和抱怨當(dāng)做目標(biāo)。憤怒的顧客趨向于把員工的不滿和抱怨當(dāng)成目標(biāo)。Youwilldoeverythingwithinyourpowertotryandresolvethesituation.( )你會在權(quán)利范圍內(nèi)盡一切努力解決問題。你會在意志范圍內(nèi)盡一切努力解決問題。你會在力量范圍內(nèi)盡一切努力解決問題。Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.( )對顧客和對自己有耐心將走很長的路才能贏得生氣的顧客對你工作的支持。對顧客和對自己有耐心將在贏得生氣的顧客對你工作的支持方而大有幫助。對顧客和對自己有耐心將會很難贏得生氣的顧客對你工作的支持。Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.( )要簡明扼要地表達(dá)本意，就必須不斷定義關(guān)鍵詞。只要定義頻繁出現(xiàn)的關(guān)鍵詞就能準(zhǔn)確傳達(dá)本意。要準(zhǔn)確表達(dá)你的本意，就必須不斷定義關(guān)鍵詞。一、選擇填空：閱讀下面的對話或句子，從A、B、C三個選項中選出一個能填入空白處的最佳選項。試題1——Whydoyoulookunhappy.What'sthematter?選擇一項：I' m satisfiedwiththegoodperformanceoftheradio I've justbought.T m gladtohaveboughtthisradioatsuchaprice.I' m ratherdisappointedwiththepoorqualityofthe radio Tvejustbought.試題2——9一That'sgreat!選擇一項：WhatareyougoingtoeatattheMexicanrestaurantWhenareyougoingtodinnerattheMexicanrestaurantHowaboutgoingtodinnerattheMexicanrestauranttonight試題3一Hello,isthatservicecenter?Theelevatorofourapartmentdoesn'twork.選擇一項：Oh,Idon'tknowwhat'swrongwithit.Sorry,I'11haveitcheckedoutatonce.C?Ok,