国家开放大学《商务英语4》形考任务2参考答案

国家开放大学《商务英语4》形考任务（单元测试2）参考答案一、选择填空题（每题10分，共5题）1、—Hello,isthatSailMovingCompany?—_________________?A.Yes,thisisJackspeaking.Thanksforcalling.WhatcanwedoforyouB.Yes,I'mJack.Thanksforcalling.WhatcanwedoforyouC.Yes,speaking.WhatcanIdoforyou2、—Whatisthedistancebetweenthenewbuildingandyouroffice?—_________________.A.ItisneartothebusstopB.Itisabout15kilometersC.Itisveryclose3、Customerswon'tfindstoreclerkssittingaround_________.A.watchingTVorplayingcardsB.towatchTVorplaycardsC.watchingTVortoplaycards4、TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.A.madeB.tomakeC.make5、Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.A.loyalB.loyallyC.loyalty6、Whatdoesthecustomer'scomplaintsay?—_________________.A.Hesayshewillwriteusathank-youletterB.Hesayshehasn'tgottenbackthemonitorforrepairsC.Hewantstoknowwhetherwecouldgivehimadiscount7、—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.A.Well,IwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerserviceB.Whatdoyouthink?ButIhavenoideaC.That'stheclient'sownproblem,Iguess8、_________thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.A.WhateverB.WheneverC.However9、Ifthingshave_________,thepersonyou'retalkingtowillwanttoknowthereasons.A.gotupB.gonewrongC.turneddown10、Lookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.A.whyaretheysayingB.howaretheysayingC.whattheyaresaying11、—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.A.Wecangiveyoua10%discountB.Sorry,wearenotavailablethesedaysC.Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove12、Ifanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.A.requestB.demandC.claim13、Someofthecustomers'complaintsseem_________.A.inacceptableB.unacceptableC.unaccepted14、Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.A.expireB.expressC.exact15、Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull_________.A.compensationB.repayC.refund二、阅读理解/翻译/完形填空（题型随机）（共50分）阅读理解：根据文章内容，判断正误（每题10分）。TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,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.（F）2.Leaveyourcustomerwithanunansweredquestionisunacceptable.（T）3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.（F）4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.（T）5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.（F）二、阅读理解/翻译/完形填空（题型随机）（共50分）完形填空：选择正确答案，补全文章（每题10分）。Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing（D）.Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.Topnotchservicewillcreate（E）andareturningcustomer,whichiswhatweallmuststrivefor.Excellentcustomerserviceis（A）tobusinessestoday.It'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?Alwaysmakeyourcustomera（C）.Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonlybeforethesalebutafteraswell.Afterall,inathrivingbusinesscustomersarenot（B）;it'sarequirementforbusinessestosurvive.二、阅读理解/翻译/完形填空（题型随机）（共50分）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）。CustomerService1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.（B）2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.（D）3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.（E）4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.（A）5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,c