商務(wù)英語4單元自測(cè)2

經(jīng)典word整理文檔，僅參考，雙擊此處可刪除頁眉頁腳。本資料屬于網(wǎng)絡(luò)整理，如有侵權(quán)，請(qǐng)聯(lián)系刪除，謝謝！商務(wù)英語4-Unit21：—Whatisthedistancebetweenthenewbuildingandyouroffice?—_________________.:Itisneartothebusstop;Itisabout15kilometers;Itisveryclose參考答案：Itisabout15kilometers2—Hello,isthatSailMovingCompany?—_________________?:Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou;Yes,I'mJack.Thanksforcalling.Whatcanwedoforyou;Yes,speaking.WhatcanIdoforyou參考答案：Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou3：Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull_________.:compensation;repay;refund參考答案：refund4：Ifthingshave_________,thepersonyou'retalkingtowillwanttoknowthereasons.:gotup;gonewrong;turneddown參考答案：gonewrong5Lookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.:whyaretheysaying;howaretheysaying;whattheyaresaying參考答案：whattheyaresaying610THEFEELGOODFACTORINCUSTOMERSERVICEAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,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.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.{T;F}2.Leaveyourcustomerwithanunansweredquestionisunacceptable.{T;F}3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.{T;F}4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.{T;F}5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.{T;F}參考答案：子問題1：F;子問題T;子問題：F;子問題T;子問題5：F7：—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.:Wecangiveyoua10%discount;Sorry,wearenotavailablethesedays;Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove參考答案：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove8—Whatdoesthecustomer'scomplaintsay?—_________________.:Hesayshewillwriteusathank-youletter;Hesayshehasn'tgottenbackthemonitorforrepairs;Hewantstoknowwhetherwecouldgivehimadiscount參考答案：Hesayshehasn'tgottenbackthemonitorforrepairs9：Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.?:expire;express;exact參考答案：express10Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.?:loyal;loyally;loyalty參考答案：loyal11TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.:made;tomake;make參考答案：tomake12：翻譯：為句子選擇正確的翻譯（每題101.TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.{A;B;C}A.美式客服理念認(rèn)為每位客戶都是關(guān)注的焦點(diǎn)。B.美國(guó)的客戶都有以自己為中心的想法。C.美國(guó)的客戶服務(wù)人員都有以客戶為中心的想法。2.Manyproductscomewithamoney-backguarantee.{A;B;C}A.許多產(chǎn)品都要先付款得以保障。B.許多產(chǎn)品都有退款承諾。C.許多產(chǎn)品都要退款。3.Makesuretolookyourcustomersintheeye.{A;B;C}.保要把顧客像眼睛一樣珍視。確保把顧客看在眼睛里。確保要直視顧客的眼睛。4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.{A;B;C}A.一定要想方設(shè)法，超越顧客的期望。B.一定要尋求在顧客期待之外的想法。C.總是要尋找達(dá)到顧客期望的方法。5.Theworstthingisthatyoudiscoveredatthelastmomentthereweremissingpartsintheorderbeforeshipment.{A;B;C}A.最糟糕的事情是，在裝船之前的最后時(shí)刻，你發(fā)現(xiàn)訂單貨物有遺漏。B.最糟糕的事情是到了最后一刻還沒有裝船。C.最糟糕的事情是在裝船前的最后一刻，你有所發(fā)現(xiàn)。參考答案：子問題1：A;子問題：B;子問題：C;子問題4：A;子問題5：A13：—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.:Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice;Whatdoyouthink?ButIhavenoidea?;That'stheclient'sownproblem,Iguess參考答案：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice14：Ifanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.:request;demand;claim參考答案：claim15：_________thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.:Whatever;Whenever;However參考答案：Whatever16：Customerswon'tfindstoreclerkssittingaround_________.:watchingTVorplayingcards;towatchTVorplaycards;watchingTVortoplaycards參考答案：watchingTVorplayingcards17：閱讀理解：根據(jù)文章內(nèi)容，把每一段和其所談?wù)摰脑掝}相匹配（每題10CUSTOMERSERVICE1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.{A.satisfactionguaranteed;B.theAmericanideaofcustomerservice;C.customerloyalty;D.honoredguest;E.checkoutservice}2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.{A.satisfactionguaranteed;B.theAmericanideaofcustomerservice;C.customerloyalty;D.honoredguest;E.checkoutservice}3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.{A.satisfactionguaranteed;B.theAmericanideaofcustomerservice;C.customerloyalty;D.honoredguest;E.checkoutservice}4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.{A.satisfactionguaranteed;B.theAmericanideaofcustomerservice;C.customerloyalty;D.honoredguest;E.checkoutservice}5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.{A.satisfactionguaranteed;B.theAmericanideaofcustomerservice;C.customerloyalty;D.honoredguest;E.checkoutservice}??B.theAmericanideaofcustomerservice;子問題D.honoredguest;子問題3E.checkoutservice;子問題A.satisfactionguaranteed;子問題5：C.customerloyalty18：Someofthecustomers'complaintsseem_________.:inacceptable;unacceptable;unaccepted參考答案：unacceptable19：完形填空：選擇正確答案，補(bǔ)全文章（每題10分Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing?{A.vital;B.optional;C.priority;D.offered;E.loyalty}.tonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.