奥鹏作业网国开（甘肃开放大学）24秋《商务英语4》形考作业2【标准答案】单元自测2（10分）
试卷总分:100 得分:100
一、选择填空题（每题10分，共5题）
1.— Hello, is that Sail Moving Company
— _________________
A.Yes, this is Jack speaking. Thanks for calling. What can we do for you
B.Yes, I’m Jack. Thanks for calling. What can we do for you
C.Yes, speaking. What can I do for you
2.— How do you calculate the fee if we ask you to move the office furniture
— _________________.
A.We can give you a 10% discount
B.Sorry, we are not available these days
C.The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move
3.Some of the customers’ complaints seem _________ .
A.inacceptable
B.unacceptable
C.unaccepted
4.If things have _________ , the person you’re talking to will want to know the reasons.
A.got up
B.gone wrong
C.turned down
5.The customer service representative will often allow customers to exchange the product they bought or return it for a full _________ .
A.compensation
B.repay
C.refund
二、阅读理解/翻译/完形填空（题型随机）（共50分）
6.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 receives before, during and after a purchase. It’s one of the factors that come in to play when a consumer is determining buying value, the other is the quality of the product or service that is being 1 .
Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience.
Top notch service will create 2 and a returning customer, which is what we all must strive for.
Excellent customer service is 3 to businesses today. It’s a component that is often missing, unfortunately. How do you provide great customer service Always make your customer a 4 . Greet them 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, not only before the sale but after as well. After all, in a thriving business customers are not 5 ; it’s a requirement for businesses to survive.
选自：http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm
(1).__1__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(2).__2__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(3).__3__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(4).__4__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(5).__5__
A.vital
B.optional
C.priority
D.offered
E.loyalty
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