2024版國(guó)開(kāi)電大?？啤豆芾碛⒄Z(yǔ)2》在線形考(單元自測(cè)7)試題及答案

[2024版]國(guó)開(kāi)電大?？啤豆芾碛⒄Z(yǔ)2》在線形考說(shuō)明：資料整理于2023年12月；適用于國(guó)開(kāi)電大?？茖W(xué)員一平臺(tái)在線形考考單元自測(cè)7試題及答案第一大題：選擇填空(每題10分，共5題)從下列選擇題庫(kù)中抽2個(gè)小題!!!—NeitherdoI.Lookato ?—Hello,isthatservice—Whydoyoulookunhappy.What'sthematter?[答案]C.I'mratherdisappointedwiththep從下列選擇題庫(kù)中抽3個(gè)小題!!!Idon'tknow.IjustarrivedheItisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomer[答案]C.themorecompetitiveyTheypromisedthecarWeitveWefeelwiththeinconve第二大題：完形填空(閱讀理解選擇、判斷、翻譯等)(共50分)從下列帶★題庫(kù)中抽其中1個(gè)試題!!!★翻譯：從以下A、B、C三個(gè)選項(xiàng)中選出與英文最適合的中文翻譯。1.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneeds[答案]C.焦點(diǎn)小組是顧客的代表，他們的工作是給你2.Angrycustomerstendtoaimtheir[答案]A.憤怒的顧客往往會(huì)把員工當(dāng)做他們發(fā)泄不滿和抱怨的目標(biāo)。3.Youwilldoeverythingwithinyourpowertotryandresolveth[答案]A.你會(huì)在權(quán)利范圍內(nèi)盡一切努力解決問(wèn)題。4.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverho[答案]B.對(duì)顧客和對(duì)自己有耐心將在贏得生氣的顧客對(duì)你工作的支持方面大有幫助。5.Tocommunicatepreciselywhatyouwanttosay,AngrycustomerstendtoaimtheirdissaonlybyagreeingwiththeirviewpointandsuggestingaUseyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspebeabletounderstandwhythecustomeriscomplaining,sothatsyouwilldoeverythingwithinyourpowertotrywinthecustomerover.TherControlyourangerandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinescircumstancesbyfollowingthem.Ifyoufollowtheabovetips,youareonyourwaytosu3.Theunderlinedsentence4.Whendealingwithanangrycustomer,whichisNOTtherightat5.Whichofthefollowingstatementsistrueaccordingtothepassage?complain.Yougodirectlytotheshopassistantandyou,{2}makesyouangrier,tothepointpewithintheorganizationyouarecomplaiarespeakingtotherelevantperson,theonewhohastheauthoritytFeedbackfromyourcustomersisveryimportant.Themoreinformacompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofhotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequite2.Beacustomeryourselfandfindoutwhatyourcustomersexperienceofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactinawheelchair,andseehowyou'3.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsand4.Usequestionnairesandsurveys.Thisisoneofthemwell-conducted,theyusuallywork5.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffaretheresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbathecustomerswillbecomeimportantinformationforimprovingcusYoumaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you'rewastingyourtime.Implementone,two,three