國開04012-商務(wù)英語4-unit 2 self-test-輔導(dǎo)資料

1、國開 04012-商務(wù)英語 4-Unit 2 Self-test 參考答案說明：如果課程題目是隨機(jī)的，請(qǐng)按 CTRL+F 在題庫中逐一搜索每一道題的答案特殊說明請(qǐng)仔細(xì)：課程的題目每學(xué)期都可能更換，所以請(qǐng)仔細(xì)核對(duì)是不是您需要的題目再下載！?。?！題目 1：— What is the distance between the new building and your office?— _________________.: It is ne

2、ar to the bus stop; It is about 15 kilometers; It is very close參考答案：It is about 15 kilometers題目 2：— Hello, is that Sail Moving Company?— _________________?: Yes, this is Jack speaking. Thanks for calling. What can we do

3、for you; Yes, I'm Jack. Thanks for calling. What can we do for you; Yes, speaking. What can I do for you參考答案：Yes, this is Jack speaking. Thanks for calling. What can we do for you題目 3：The customer service representat

4、ive will often allow customers to exchange the product they bought or return it for a full _________ .: compensation; repay; refund參考答案：refund題目 4：If things have _________ , the person you're talking to will want to

5、know the reasons.: got up; gone wrong; turned down參考答案：gone wrong題目 5：Looking your customers in the eye shows that we are listening to them and hearing _________ .: why are they saying; how are they saying; what they are

6、 saying參考答案：what they are saying題目 6：閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題 10 分） 。THE FEEL GOOD FACTOR IN CUSTOMER SERVICEA challenge in working in customer service is to ensure that you have focused 題目 8：— What does the customer's co

7、mplaint say?— _________________.: He says he will write us a thank-you letter; He says he hasn't gotten back the monitor for repairs; He wants to know whether we could give him a discount參考答案：He says he hasn't go

8、tten back the monitor for repairs題目 9：Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly. : expire; express; exact參考答案：express題目 10：Customers often remain _________ to a busine

9、ss that has excellent service even if their prices are high. : loyal; loyally; loyalty參考答案：loyal題目 11：The American idea of customer service is _________ each customer the center of attention.: made; to make; m

10、ake參考答案：to make題目 12：翻譯：為句子選擇正確的翻譯（每題 10 分） 。1. The American idea of custom service is to make each customer the center of attention.{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. 美國的客戶都有以自己為中心的想法。C. 美國的客戶服務(wù)人員都有以客戶為中心的想法。2. Many pro