国开04018-管理英语2-任务7-辅导资料

1/1国开04018-管理英语2-任务7-辅导资料

国开04018-管理英语2-任务7参考答案

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题目1：Hello,isthatservicecenter?Theelevatorofourapartmentdoesn&rsquotwork.

:Oh,Idon&rsquotknowwhat&rsquoswrongwithit.

Sorry,I&rsquollhaveitcheckedoutatonce.

Ok,Isee.

参考答案：Sorry,I&rsquollhaveitcheckedoutatonce.

题目2：Whydoyoulookunhappy.What&rsquosthematter?

.

:I&rsquomsatisfiedwiththegoodperformanceoftheradioI&rsquovejustbought.

I&rsquomgladtohaveboughtthisradioatsuchaprice.

I&rsquomratherdisappointedwiththepoorqualityoftheradioI&rsquovejustbought.

参考答案：I&rsquomratherdisappointedwiththepoorqualityoftheradioI&rsquovejustbought.

题目3：Customer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?

Waiter:

:I&rsquomreallysorryaboutthat.

Idon&rsquotthinkit&rsquoshard.

You&rsquollgetitnexttime.

参考答案：I&rsquomreallysorryaboutthat.

题目4：Weareunder______tofinishthetaskwithinsuchlimitedtime.

:line

pressure

expectation

参考答案：pressure

题目5：Idon&rsquotknow.Ijustarrivedheretwominutesago.

:what&rsquosgoingon

howisgoingon

whoisgoingon

参考答案：what&rsquosgoingon

题目6：二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

Imaginethissituation:youhaveboughtafaultyitemfromashopandyoutake{A.themB.itC.him}backtocomplain.Yougodirectlytotheshopassistantandtellthemyourproblem.Theysaytheycannothelpyou,{A.whichB.itC.that}makesyouangrier,tothepointperhapswhereyoustartinsultingthepoorshopassistant.RESULT:Thiswilldoyouno{A.commentsB.interestsC.favours},likegettinganycompensation,orevenarefund.Ifyougodirectlytothefirstpersonyouseewithintheorganizationyouarecomplainingabout,youmaybewastingyourtime{A.asB.ifC.when}theymaybepowerlesstotakeanyactionorprovideyou{A.toB.withC.for}asolution.Sotheimportantlessontobelearntistomakesurefirstlythatyouarespeakingtotherelevantperson,theonewhohastheauthoritytomakedecisions.

参考答案：子问题1：B.it子问题2：A.which子问题3：C.favours子问题4：A.as子问题5：B.with

题目7：

NeitherdoI.Lookatourcommunity,itissuchamess.

:Ourservicecenterdon&rsquotoffermuchhelpforus.

Ireallydon&rsquotthinkourservicecenterissatisfying.

I&rsquomslightlysatisfiedwithourservicecenter.

参考答案：Ireallydon&rsquotthinkourservicecenterissatisfying.

题目8：?

That&rsquosgreat!

:WhatareyougoingtoeatattheMexicanrestaurant

WhenareyougoingtodinnerattheMexicanrestaurant

HowaboutgoingtodinnerattheMexicanrestauranttonight

参考答案：HowaboutgoingtodinnerattheMexicanrestauranttonight

题目9：Wefeelwiththeinconveniencetheservicecenterbroughtus.

:disappointed

worried

surprised

参考答案：disappointed

题目10：Itisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomerawayhappy.

:suggestingapossiblesolution

suggestapossiblesolution

suggestedapossiblesolution

参考答案：suggestingapossiblesolution

题目11：二、翻译：从以下A、B、C三个选项中选出与英文最适合的中文翻译。

1.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.{ABC}

A.焦点小组是顾客的代表，他们的工作是把你的需求和喜好提供给顾客。

B.焦点小组是顾客的代表，他们的工作是给顾客提供需求和喜好。

C.焦点小组是顾客的代表，他们的工作是给你提供他们的需求和喜好。

2.Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.{ABC}

A.愤怒的顾客往往会把员工当做他们发泄不满和抱怨的目标。

B.愤怒的顾客计划把对员工的不满和抱怨当做目标。

C.愤怒的顾客趋向于把员工的不满和抱怨当成目标。

3.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.{ABC}

A.你会在权利范围内尽一切努力解决问题。

B.你会在意志范围内尽一切努力解决问题。

C.你会在力量范围内尽一切努力解决问题。

4.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.{ABC}

A.对顾客和对自己有耐心将走很长的路才能赢得生气的顾客对你工作的支持。

B.对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方面大有帮助。

C.对顾客和对自己有耐心将会很难赢得生气的顾客对你工作的支持。

5.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.{ABC}

A.要简明扼要地表达本意，就必须不断定义关键词。

B.只要定义频繁出现的关键词就能准确传达本意。

C.要准确表达你的本意，就必须不断定义关键词。

参考答案：子问题1：C子问题2：A子问题3：A子问题4：B子问题5：C

题目12：Themoreinformationyoucanget,inyourfield.

:themorecompetitivewillyoube

youwillbethemorecompetitive

themorecompetitiveyouwillbe

参考答案：themorecompetitiveyouwillbe

题目13：二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写T错误写F。

Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.

1.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.

2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou&rsquoretreated.

3.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.

4.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.

5.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.

Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you&rsquorewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.

1.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.{TF}

2.Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.{TF}

3.It&rsquosnotnecessarytoknowaboutthecustomers&rsquoneedsandpreferences.{TF}

4.Questionnairesareusefulingettingfeedbackfromcustomers.{TF}

5.Front-linestaffhavenothingtodowithimprovingcustomerservice.{TF}

参考答案：子问题1：F子问题2：T子问题3：F子问题4：T子问题5：F

题目14：TheheatingsystemofourapartmentbrokedownsoImadea______calltothecommunityservicecenter.

:discussion

complaint

praise

参考答案：complaint

题目15：Theypromisedthecarforus.

:repairing

repaired

torepaired

参考答案：torepaired

题目16：Weitverymuchthatyou&rsquovecometogiveusatimelyride.Otherwisewewouldmissthetrain.

:appreciate

expect

promise

参考答案：appreciate

题目17：二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

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.

1.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?{ABC}

A.staffmembers

B.companymanagers

C.thosewhoaccompanythem

2.Whenacustomershoutsrudelyatyou,youshould{ABC}.

A.arguebackandprotectyourself

B.keepquietandleavethecustomeralone

C.keepcalmandlistencarefullytothecustomer

3.Theunderlinedsent