国开电大本科《商务英语4》一平台机考阅读理解判断题库2026春期珍藏版

PAGEPAGE12026春季学期国开电大本科《商务英语4》一平台机考题库说明：1.2025秋期机考考试题型已经更新，去掉了第五大题写作题型，新增加了第五大题翻译题汉译英和第六大题翻译题英译汉。2.资料整理于2026年2月，适用于2026春季及以后学期国家开放大学本科学员一平台期末机考考试。第四大题阅读理解判断题题库本大题共包含5小题，每小题4分，共计20分。阅读短文，判断句子正误，正确选“T”,错误选“F”。首字音序A★Achallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,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.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.[答案]F[判断题]◆Leavingyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判断题]◆Leaveyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判断题]◆Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.[答案]F[判断题]◆Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.[答案]T[判断题]◆Yourcustomersaresatisfiedifanemployeegoestheextramiletohelpthem.[答案]T[判断题]◆Theunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.[答案]F首字音序B★Businessesarestructuredindifferentwaystomeetdifferentneeds.Thesimplestformofbusinessiscalledanindividualorsoleproprietorship.Theproprietorownsallofthepropertyofthebusinessandisresponsibleforeverything.

Anotherkindofbusinessisapartnership.Twoormorepeoplegointobusinesstogether.Anagreementisusuallyneededtodecidehowmuchofthepartnershipeachpersoncontrols.Onekindofpartnershipiscalledalimitedliabilitypartnership.Therearefullpartnersandlimitedpartners.Limitedpartnersmaynotshareasmuchintheprofits,buttheyalsohavelessresponsibilityforthebusiness.

Doctors,lawyersandaccountantsoftenformpartnershipstosharetheirrisksandprofits.Ahusbandandwifecanformabusinesspartnershiptogether.Partnershipsexistonlyforaslongastheownersremainalive.Thesameistrueofindividualproprietorships.

Butcorporationsaredesignedtohaveanunlimitedlifetime.Acorporationisthemostcomplexkindofbusinessorganization.Corporationscansellstockasawaytoraisemoney.Stocksrepresentsharesofownershipinacompany.Investorswhobuystockcantradetheirsharesorkeepthemaslongasthecompanyisinbusiness.

Acorporationisrecognizedasanentity—itsownlegalbeing,separatefromitsowners.Aboardofdirectorscontrolscorporatepolicies.Thedirectorsappointtopcompanyofficers.Thedirectors

mightormightnotholdsharesinthecorporation.Corporationscanhaveafewmajorshareholders,orownershipcanbespreadamongthegeneralpublic.Butnotallcorporationsaretraditionalbusinessesthatsellstock.Somenon-profitgroupsarealsoorganizedascorporations.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Thesimplestformofbusinessiscalledanindividualorsoleproprietorship.A.T[判断题]◆Iftwoormorepeoplegointobusinesstogether,itiscalledpartnership.A.T[判断题]◆Doctorsusuallyformanindividualproprietorship.B.F[判断题]◆Acorporationisthemostcomplexkindofbusinessorganization.A.T[判断题]◆Thedirectorswillsurelyholdsharesinthecorporation.B.F首字音序C★ChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear’soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup’sTmallandTaobaositeshadexceededthatoflastyear’sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It’snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！综合题(20.0分)[判断题]◆Onlineretailersseizedthespecialdaytoincreasesales.A.T[判断题]◆Thousandsofconsumershaveboughtclothes,furniture,andhomedecorationitemsatdiscountprices.A.T[判断题]◆Friendsandcolleaguesprobablygreetedeachotherandexchangedtalesofbargainsafterthespecialdayofbuying.A.T[判断题]◆Thereisnosimilarshoppingdayinothercountries.B.F[判断题]◆Itcanbelearnedfromthepassagethate-commerceispopular.A.T首字音序I★Ifyouwanttobecomeafranchisee,thetipsbelowcanhelpyoutofindtheperfectopportunity.Befocusedonyourpreference.Onthestageofdecision-making,thebottomlineis:Don’truleoutabusinesswithoutlearningorseeingwhattheday-to-daywilllooklike.Forinstance,thinkaboutamomreturningtotheworkforcewhoknowsshewantstointeractwithchildrenonadailybasis.Amongthehundredsofoptionsthere,sheneedstodecideifshewouldliketobehandsonasateacherorifshewouldrathermanageafacilitythattutorschildreninmath.Decidingbetweenthetwoiseasyifsheconsiderswhichday-to-daypositionshewouldpreferandhowthatwillimpactherothergoals.Beproactivewithyourresearch.Afteryou’vedeterminedwhatroleyouwantinafranchise,it’simportanttostartresearchingdifferentoptions.Physicallyvisitmanydifferentfranchiselocationsandbrowsethewebandthendeterminewhatwillbeafitinyourcommunity.Makesurethefranchiserhasexperience.Beforesigningontoafranchise,itisessentialtoaskthefranchiserabouttheexecutiveteamanditspastindustryexperience.Findoutifthecompanyleadershavehadsignificantexperienceatanotherfranchiseandarenowapplyingthatknowledgesuccessfully.Readthefranchisedisclosuredocumentcarefully.Thefirstthingtolookatishowmuchafranchisewouldcosttopurchase.Makesureyouhaveafinancialadviserwhocanlookatthatitemwithyouandseethetypeofprofitafranchiseecanmakeonaverage.It’salsoimportanttotakealookatthepost-terminationclauseintheagreementtomakesurethatwhenyouwanttoleavethebusiness,youknowthetermswellandyourinterestsareproperlyprotected.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Decideonabusinesswithlearningorseeingwhattheday-to-daywilllooklike.[答案]T[判断题]◆Beforeyou’vedeterminedwhatroleyouwantinafranchise,it’stimetostartthebusiness.[答案]F[判断题]◆Beforesigningontoafranchise,theessentialjobistoaskthefranchiserabouttheexecutiveteamanditspastindustryexperience.[答案]T[判断题]◆Thefirstthingtolookatishowlongafranchisewouldtaketopurchase.[答案]F[判断题]◆Tomakesurethatwhenyouwanttoleavethebusiness,youhavemadeenoughmoneyandyouaresatisfiedwiththat.[答案]F首字音序M★Manyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller’schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon’thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller’schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon’tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Itisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers’checks.[答案]T[判断题]◆Therearenosignaturesoftravellerswhohaveboughtthechecks.[答案]F[判断题]◆Quiteafewtravellersliketobuythechecks.[答案]T[判断题]◆Travellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit.[答案]T[判断题]◆Banksandtravelservicesarereluctanttoprovidetravellers’checks.[答案]F首字音序O★ONLINESHOPPINGSPREESETSRECORDChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear’soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup’sTmallandTaobaositeshadexceededthatoflastyear’sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It’snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Onlineretailerstookholdoftheshoppingspreetoincreasesalessuccessfully.[答案]T[判断题]◆ThefinalfigureofSinglesDayforthisyearreached19.1billionyuan.[答案]F[判断题]◆CyberMondayisasimilareventintheGreatBritain.[答案]F[判断题]◆Othere-commercesitesdidaswellasAlibabaGrouponSinglesDay.[答案]F[判断题]◆JackMa’sgoaloftransactionsizeistoreach100billionyuaninseveralyears.[答案]T首字音序S★SUCCESSFULTEAMWORKANDTEAMBUILDINGTeambuildingskillsarecriticalforyoureffectivenessasamanagerorentrepreneur.Andevenifyouarenotinamanagementorleadershiproleyet,betterunderstandingofteamworkcanmakeyouamoreeffectiveemployeeandgiveyouanextraedgeinyourcorporateoffice.Teambuildingsuccessiswhenyourteamcanaccomplishsomethingmuchbiggerandworkmoreeffectivelythanagroupofthesameindividualsworkingontheirown.Therearetwocriticalfactorsinbuildingahighperformanceteam.Thefirstfactorinteameffectivenessisthediversityofskillsandpersonalities.Itmeanspeopleusetheirstrengthsinfull,butcancompensateforeachother’sweaknesses.Or,differentpersonalitytypesbalanceandcomplementeachother.Theothercriticalelementofteamworksuccessisthatalltheteameffortsaredirectedtowardsthesamecleargoals,theteamgoals.Thisreliesheavilyongoodcommunicationintheteamandharmonyinmemberrelationships.Inreallife,teamworksuccessrarelyhappensbyitselfiftherearenofocusedteambuildingeffortsoractivities.Thereissimplytoomuchroomforproblems.Forexample,differentpersonalitiesmaybuildupconflicts.Orevenworse,somepeoplewithsimilarpersonalitiesmaystartfightingforauthorityanddominanceincertainareasofexpertise.Eveniftheteamgoalsareclearandacceptedbyeveryone,theremaybenoteamcommitmenttothegroupgoals,ornoconsensusonthemeansofachievingthosegoals.Theremaybealackoftrustandopennesswhichmayblockthecriticalcommunicationandleadtolossofcoordinationintheindividualefforts.Thisiswhyeveryteamneedsagoodleaderwhoisabletodealwithallteamworkissues.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Teambuildingskillsarenotsocriticalifyouareonlyanemployee.[答案]F[判断题]◆Toformahighperformanceteam,youneedmanyimportantfactors.[答案]F[判断题]◆Agoodteamshouldhaveadiversityofpersonalities.[答案]T[判断题]◆Teamworksuccessisquitecommoninpractice.[答案]F[判断题]◆Tosolvealltheproblems,youneedacapableleader.[答案]T首字音序T★TEAMSPIRITTeamspiritcanmakeorbreakateam.Teammateswhohaveteamspiritarebetterabletoworktogetherandachieveteamgoals.Theyarealsomoresatisfiedwiththeirteamactivities.JohnWooden,aformerbasketballcoachatUCLA,said,Teamspiritmeansyouarewillingtosacrificepersonalconsiderationsforthewelfareofall.Thatdefinesateamplayer.Therearecertainskillsteammembersdevelopthatserveasgoodexamplesofteamspirit.COOPERATIONCooperatingissimplyworkingtogetherasteammatesforthegoodoftheteam.Cooperationisaskillthatteammemberscansharpenduringpractice.Forexample,basketballplayersmustpracticepassingtheballindifferentplaysandsituations.Teamefficiencyisdirectlyrelatedtothecooperationofitsmembers.Actingcooperativelyisagoodwaytoshowteamspiritbecausedoingsocontributestotheoverallsuccessoftheteam.MOTIVATIONTeammembersmustfulfiltheirdutieswiththeirfullefforts.Stayingmotivatedshowsteamspiritbecauseitshowsthatyouwanttheteamtodowell.Thisincludesbeingmotivatedtogiveyourbestinpracticeandincompetition,aswellasoutsideofteamactivities.Forexample,abaseballplayercanshowteamspiritbybeingmotivatedtopracticehisswingoutsideofpractice.RESPECTRespectforyourfellowteammembersisamust.Youcanshowrespecttoyourteammatesbytreatingeveryonefairlyandequally.Teammatesalsorespecteachotherbyallowingeveryonetoparticipate.Respectingfellowteammateskeepseveryoneinagoodmoodandencouragesoverallteamspirit.Forexample,peoplecanshowteamspiritthroughrespectbyencouragingotherteammemberswhomightbestruggling.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Teamspiritcanmaketeammembersmoresatisfiedwiththeirteamactivities.A.T[判断题]◆Workingtogetherenablesteammemberssharpentheskillofcooperationduringpractice.A.T[判断题]◆Actingcooperativelycontributestotheoverallsuccessoftheteam.A.T[判断题]◆Stayingmotivatedistogiveyourbestinpracticeonlyintheteam.B.F[判断题]◆Respectcanbeshownbytreatingtheteamleaderdifferently.B.F★Thebalancesheetisproducedattheendofacompany’sfinancialyear,andisasnapshotofitsfinancialsituation.Itshowsthecompany’sassetsandliabilitiesatthatpointintime.Therearetwohalvestoabalancesheet.Thetophalfshowswherethemoneyisbeingusedinthebusiness(thenetassets),andthebottomhalfshowswherethismoneycamefrom(thecapitalemployed).Thetotalofeachhalfshouldbethesame,hencetheexpressionbalancesheet.Therearetwokindsofassets-long-termandshort-term.Thelong-termassetsareknownasfixedassets,andincludetheland,buildings,machineryandvehiclesthatareusedinconnectionwiththebusiness.Allfixedassetsexceptlandaredepreciatedastheywearoutovertime.Thetotalfixedassetsarethevalueofthefixedassets,lesstheaccumulateddepreciation.Theshort-termassetsareknownascurrentassets.andincludecash,stocksandreceivablesthatareduewithinoneyear.Thetophalfofthebalancesheetalsoincludesliabilities,thatis,alldebtsandobligationsowedbythebusinesstocreditors.Currentliabilitiesarethosedebtsthatmustbepaidwithintheyear,suchaswagesearnedbutnotyetpaid.Long-termliabilitiesmayincludemortgagesandotherloansthatwillnothavebeenpaidoffwithintheyear.Thetophalfofthebalancesheetthereforeconsistsofthetotaloffixedandcurrentassets,lessthecurrentandlong-termliabilities,givingthenetassets.Thebottomhalfofthebalancesheetshowswherethismoneycamefrom.Foralimitedcompany.thiswillincludethemoneyraisedbyissuingshares,andisknownasthesharecapital.Thebusinessmayalsohaveplowedsomeofthemoneybackintobuildingupthebusiness.Thisiscalledretainedprofit.Thebottomhalfofthebalancesheetthereforeconsistsofthetotalofsharecapitalandretainedprofits,givingthecapitalemployed.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Thetophalfofabalancesheetshowswherethemoneyisbeingusedinthebusiness.[答案]T[判断题]◆Allfixedassetsaredepreciatedastheywearoutovertime.[答案]F[判断题]◆Theshort-termassetsareknownasfixedassets.[答案]F[判断题]◆Currentliabilitiesarethosedebtsthatmustbepaidwithintheyear.[答案]T[判断题]◆Themoneyplowedbackintobuildingupthebusinessiscalledretainedprofit.[答案]T★THREEAMERICANSWINNOBELECONOMICSPRIZE★TheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeineconomicstothreeAmericans,EugeneFama,LarsPeterHansenandRobertShilleronOct.14,2013.EugeneFamaandLarsPeterHansenarebothprofessorsattheUniversityofChicago.RobertShillerisaprofessoratYaleUniversity.Theywillsharetheprizeworthabout1.2milliondollars.Thisyear’sprizeineconomicsciencesisaboutpredictions.Allthreeofthisyear’sprizewinnersaremainlyknownfortheirresearchandexplanationsofpricingforcesinfinancialmarkets.Theyhavehadabiginfluenceonthewaypeoplelookatandtalkaboutfinancialmarkets.EugeneFama’sresearchonfinancialmarketsinthe1960sledmarketwatcherstochangetheirideasaboutinvesting.Hisideasarelinkedtothetheorythatmarketsareefficient,whichmeansmarketactorstakingallavailableinformationtocreatethecorrectpriceforthingsatanygiventime.Thisalsomeansthatovershortperiodsoftime,itisnotpossibletopredictprices.RobertShillerfound,however,thatoverlongperiods,theoppositeistrue.Itispossibletopredictthemovementofpricesandthatpricechangesarelinkedtohumanbehavior.Thefindingsofbotheconomistshaveledtothegrowthofindexfunds,investingmanydifferentsecuritiesasawaytoreducerisk.MrShilleralsohelpedtocreatetheStandard&Poor’sCase-Shillerhomepricesindex.ThatindexfollowshomepricesacrosstheUnitedStates.LarsPeterHansendevelopedamethodforstudyinghistoricalpricinginformation.HismethodsupportsMrShiller’sfindingsandhasinfluencedeffortstopredictpricesinthefinancialindustry.TheNobelPrizeineconomicswasnotcreatedbyAlfredNobel,butwasestablishedinhismemorybySweden’scentralbankin1968.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆TheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeinelectronicstothreeAmericansin2013.B.F[判断题]◆ThethreeAmericanswontheprizefortheirexplanationsofpricingforcesinfinancialmarkets.A.T[判断题]◆EugeneFama’sresearchonfinancialmarketschangedhowmarketwatcherslookedatinvesting.A.T[判断题]◆Thefindingsofbotheconomistshaveledtothegrowthofpriceprediction.B.F[判断题]◆TheNobelPrizeineconomicswasestablishedinmemoryofAlfredNobel.A.T★TRAVELLER’SCHECKManyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller’schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon’thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller’schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon’tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Itisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers’checks.[答案]T[判断题]◆Therearenosignaturesoftravellerswhohaveboughtthechecks.[答案]F[判断题]◆Quiteafewtravellersliketobuythechecks.[答案]T[判断题]◆Travellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit.[答案]T[判断题]◆Banksandtravelservicesarereluctanttoprovidetravellers’checks.[答案]F★THEFEELGOODFACTORINCUSTOMERSERVICEAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoastheFeelGoodFactor.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.ItisokaytosayIdon’tknow,butitshouldalwaysbefollowedupbybutletmefindoutorpossiblybutthispersonwillbeabletoassistyou.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon’tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththeFeelGoodFactorthatyouaresearchingfor.特别提醒：本题共5个小题，需要拉动答题框右边的滚动条使5个试题显示出来做答！！[判断题]◆Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.[答案]F[判断题]◆Leaveyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判断题]◆Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.[答案]F[判断题]◆Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.[答案]T[判断题]◆Theunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.[答案]F★THEGOLDENRULESOFNEGOTIATING★Theartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:1.ALWAYSSTARTTHENEGOTIATIONS.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.ALWAYSNEGOTIATEINWRITING.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.ALWAYSSTAYCOOL.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomes