奥鹏作业网国开04012-商务英语4-Unit 2 Self-test
1：— What is thedistance between the new building and your office? — _________________. : It isnear to the bus stop ; It is about 15 kilometers ; It is very close
2：— Hello, is that Sail Moving Company? — _________________? : Yes,this is Jack speaking. Thanks for calling. What can we do for you ; Yes, I’mJack. Thanks for calling. What can we do for you ; Yes, speaking. What can I dofor you
3：The customer service representative will often allow customers toexchange the product they bought or return it for a full _________ . : compensation; repay ; refund
4：If things have _________ , the person you’re talking to will want toknow the reasons. : got up ; gone wrong ; turned down
5：Looking your customers in the eye shows that we are listening to themand hearing _________ . : why are they saying ; how are they saying ; what theyare saying
6：阅读理解：根据文章内容，判断正误（每题10分）。 THE FEEL GOOD FACTOR IN CUSTOMER SERVICE A challengein working in customer service is to ensure that you have focused yourattention on the right key areas, measured by the right Key PerformanceIndicator (KPI). One of the most important aspects of a customer service KPI iswhat is often referred to as the “Feel Good Factor”. Basically the goal is notonly to help the customer have a good experience, but to offer an experiencethat exceeds expectations. Several key points are listed as follows: Know whatproducts/service you are offering from back to front. In other words, be aninformation expert. It is okay to say “I don’t know”, but it should always befollowed up by “but let me find out” or possibly “but this person will be ableto assist you”. Whatever the situation may be, make sure that you don’t leaveyour customer with an unanswered question. Most of thecommunication that you relay to others is done through body language. If youhave negative body language when you communicate with others, it shows that youdon’t care. Two of the most important aspects of positive body language aresmiling and eye contact. Make sure to look your customers in the eye. It showsthat we are listening to them and hearing what they are saying. And of coursesmiling is more inviting than a blank look or frown. Nothingsurprises your customers more than an employee going the extra mile to helpthem. Always look for ways to go above and beyond the expectations of yourcustomers. In doing so, it helps them to know that you care and it will leavethem with the “Feel Good Factor” that you are searching for. 1. The goal of customerservice is to give customers an experience that meets their expectations.{T; F}2. Leave your customer with an unanswered question is unacceptable.{T; F} 3.Both positive body language and negative body language are necessary incustomer service.{T; F} 4. Eye contact is one of the most important aspects ofpositive body language.{T; F} 5. The underlined “going the extra mile to helpthem” in the last paragraph means “going a long way to help them”.{T; F}
7：— How do you calculate the fee if we ask you to move the officefurniture? — _________________. : We can give you a 10% discount ; Sorry, weare not available these days ; The cost depends on the floor to move to, thedistance between two places and the amount of the furniture to move
8：— What does the customer’s complaint say? — _________________. : Hesays he will write us a thank-you letter ; He says he hasn’t gotten back themonitor for repairs ; He wants to know whether we could give him a discount
9：Some stores even offer _________ lanes for customers with 10 items orless to checkout quickly.? : expire ; express ; exact
10：Customers often remain _________ to a business that has excellentservice even if their prices are high.? : loyal ; loyally ; loyalty
11：The American idea of customer service is _________ each customer thecenter of attention. : made ; to make ; make
12：翻译：为句子选择正确的翻译（每题10分）。 1. The American idea of custom service is to make each customer thecenter of attention.{A; B; C} A. 美式客服理念认为每位客户都是关注的焦点。 B. 美国的客户都有以自己为中心的想法。 C. 美国的客户服务人员都有以客户为中心的想法。 2. Many products come with a money-back guarantee.{A; B; C} A. 许多产品都要先付款得以保障。 B. 许多产品都有退款承诺。 C. 许多产品都要退款。 3. Make sure to look your customers in the eye.{A; B; C} A.确保要把顾客像眼睛一样珍视。 B.确保把顾客看在眼睛里。 C.确保要直视顾客的眼睛。 4. Always look for ways to go above and beyond the expectations ofyour customers.{A; B; C} A. 一定要想方设法，超越顾客的期望。 B. 一定要寻求在顾客期待之外的想法。 C. 总是要寻找达到顾客期望的方法。 5. The worst thing is that you discovered at the last moment therewere missing parts in the order before shipment.{A; B; C} A. 最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。 B. 最糟糕的事情是到了最后一刻还没有装船。 C. 最糟糕的事情是在装船前的最后一刻，你有所发现。
13：— The client said he had to send a monitor back three times beforethe problem was solved. Do you have a reason for this? — _________________. :Well, I wonder whether the recent layoffs are affecting the quality of ourcustomer service ; What do you think? But I have no idea? ; That’s the client’sown problem, I guess
14：If any of the articles are damaged during move, you may make a_________ for compensation with our company. : request ; demand ; claim
15：_________ the situation may be, make sure that you don’t leave yourcustomer with an unanswered question. : Whatever ; Whenever ; However
16：Customers won’t find store clerks sitting around _________ . :watching TV or playing cards ; to watch TV or play cards ; watching TV or toplay cards
18：Some of thecustomers’ complaints seem _________ . : inacceptable ; unacceptable ;unaccepted
17：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）。 CUSTOMER SERVICE 1. The American国开答案请进：opzy.net或请联系微信：1095258436 idea of customer service is tomake each customer the center of attention. And wherever you go, good customerservice means making customers feel special.{A. satisfaction guaranteed; B. theAmerican idea of customer service; C. customer loyalty; D. honored guest; E.checkout service} 2. When customers get to a store, they are treated as honoredguests. Customers don’t usually find store clerks sitting around watching TV orplaying cards. Instead, the clerks greet them warmly and offer to help themfind what they want. Customers usually don’t have to ask how much items cost,since prices are clearly marked.{A. satisfaction guaranteed; B. the American ideaof customer service; C. customer loyalty; D. honored guest; E. checkoutservice} 3. When customers are ready to checkout, they can go to the nearestand shortest checkout lane. Good stores open new checkout lanes when the lineups get too long. Some even offer express lanes for customers with 10 items orless. After they pay for their purchases, customers receive a smile and a warm“thank you and have a nice day” from the clerk.{A. satisfaction guaranteed; B.the American idea of customer service; C. customer loyalty; D. honored guest;E. checkout service} 4. In America, customer service continues long after thesale. Many products come with a money-back guarantee. Expensive items likecars, computers or stereos often have a warranty that ensures trouble-free usefor a period of a year or more. Advertisements regularly include the motto,“Your satisfaction is guaranteed”. So if there is a problem with the product,customers can take it back. The customer service representative will oftenallow them to exchange the item or return it for a full refund.{A. satisfactionguaranteed; B. the American idea of customer service; C. customer loyalty; D.honored guest; E. checkout service} 5. Customer service in America grows out ofthe belief that “the customer is always right”. If a person receives poorservice from a store, he probably will avoid shopping there in the future. Onthe other hand, customers often remain loyal to a business that has excellentservice even if their prices are high.{A. satisfaction guaranteed; B. theAmerican idea of customer service; C. customer loyalty; D. honored guest; E.checkout service} ? ?
19：完形填空：选择正确答案，补全文章（每题10分）。 Customer service is the service or care that a consumer receivesbefore, during and after a purchase. It’s one of the factors that come in toplay when a consumer is determining buying value, the other is the quality ofthe product or service that is being?{A. vital; B. optional; C. priority; D.offered; E. loyalty} . Consumers often must encounter an experience to not only be asatisfied customer, but a loyal customer. Customer service is a part of thatexperience. Top notch service will create?{A. vital; B. optional; C. priority;D. offered; E. loyalty} and a returning customer, which is what we all muststrive for. Excellent customer service is?{A. vital; B. optional; C. priority;D. offered; E. loyalty} to businesses today. It’s a component that is oftenmissing, unfortunately. How do you provide great customer service? Always make yourcustomer a?{A. vital; B. optional; C. priority; D. offered; E. loyalty} . Greetthem in a friendly manner, whether that be via telephone, email or in person.Let them know you are there to help and that you will take care of them, notonly before the sale but after as well. After all, in a thriving businesscustomers are not?{A. vital; B. optional; C. priority; D. offered; E. loyalty}; it’s a requirement for businesses to survive. 选自：/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm?
