国家开放学电网台理英语2体化考试机考形考务7题库答案
形考务7题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 2
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
We are under ______ to finish the task within such limited time
选择项：
Aline
Bpressure
Cexpectation
试题 5
The more information you can get in your field
选择项：
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff members If this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual But if you wish to be successful in any business then you have to learn how to handle angry customers Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue back You must stay calm and aim to satisfy the customer even in the most difficult situations It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouth Make sure you listen more than you speak By listening carefully you will be able to understand why the customer is complaining so that satisfactory steps can be taken
Show that you care Use every opportunity to express your apology and understanding You have to show that you will do everything within your power to try and resolve the situation This exhibition of your concern will win the customer over There will be a significant change in their behaviour
Control your anger and be patient Learn to relax and calm yourself Having patience with your customers and with yourself will go a long way in winning over hostile customers
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them If you follow the above tips you are on your way to succeeding in your career
1 At whom do angry customers tend to aim their dissatisfaction and complaints ( )
A staff members
B company managers
C those who accompany them
2 When a customer shouts rudely at you you should ( )
A argue back and protect yourself
B keep quiet and leave the customer alone
C keep calm and listen carefully to the customer
3 The underlined sentence Use your ears more than your mouth means ( )
A Your mouth is not more important for you than your ears
B You should listen more than you speak
C You should talk more than you listen
4 When dealing with an angry customer which is NOT the right attitude( )
A Be concerned
B Be patient
C Be amused
5 Which of the following statements is true according to the passage( )
A When the customers complain you needn’t listen carefully
B You needn’t say sorry to those angry customers
C You should relax yourself and try to understand the angry customers
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m glad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio I’ve just bought
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
Our workers have been checking the heating system since you called us I you it will perform well soon
选择项：
Aargue
Baffect
Cassure
试题 5
They since last night They are about to finish the work
选择项：
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Feedback from your customers is very important The more information you have from them the more competitive you will be in your field The following techniques will help you know what the customers think of your business
1 Ask your customers directly and cater to their wishes This is the simplest way to find out what people want from your service or product When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants the answers are quite different
2 Be a customer yourself and find out what your customers experience when they use your service This is one of the most obvious but underused ways for getting feedback For example you can act as one of the customers in a wheelchair and see how you’re treated
3 Use a focus group Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences
4 Use questionnaires and surveys This is one of the most wellestablished feedback techniques When wellconducted they usually work well
5 Encourage your frontline staff to build strong relationships with customers Your frontline staff are the most resourceful and reliable as well as the least costly of your customer feedback sources Their communication with the customers will become important information for improving customer care
You may deliver the best service in the world But if it is not what people want you’re wasting your time Implement one two three or all of the above techniques and your service and product will improve overnight
1 Hotel customers and hotel staff think the same about breakfast( F )
2 A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not( T )
3 It’s not necessary to know about the customers’ needs and preferences ( F )
4 Questionnaires are useful in getting feedback from customers(T )
5 Frontline staff have nothing to do with improving customer service( F )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 2
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
We feel with the inconvenience the service center brought us
选择项：
Adisappointed
Bworried
Csurprised
试题 5
It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy
选择项：
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences( )
A 焦点组顾客代表工作需求喜提供顾客
B 焦点组顾客代表工作顾客提供需求喜
C 焦点组顾客代表工作提供需求喜
2 Angry customers tend to aim their dissatisfaction and complaints at staff members( )
A 愤怒顾客会员工做发泄满抱怨目标
B 愤怒顾客计划员工满抱怨做目标
C 愤怒顾客趋员工满抱怨成目标
3 You will do everything within your power to try and resolve the situation( )
A 会权利范围切努力解决问题
B 会意志范围切努力解决问题
C 会力量范围切努力解决问题
4 Having patience with your customers and with yourself will go a long way in winning over hostile customers( )
A 顾客耐心走长路赢生气顾客工作支持
B 顾客耐心赢生气顾客工作支持方面帮助
C 顾客耐心会难赢生气顾客工作支持
5 To communicate precisely what you want to say you have to frequently need to define key words( )
A 简明扼表达意必须断定义关键词
B 定义频繁出现关键词准确传达意
C 准确表达意必须断定义关键词
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m glad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio I’ve just bought
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
The heating system of our apartment broke down so I made a ______ call to the community service center
选择项：
Adiscussion
Bcomplaint
Cpraise
试题 5
They promised the car for us
选择项：
Arepairing
Brepaired
Cto repaired
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Imagine this situation you have bought a faulty item from a shop and you take ( it )back to complain You go directly to the shop assistant and tell them your problem They say they cannot help you ( which )makes you angrier to the point perhaps where you start insulting the poor shop assistant RESULT This will do you no (favours ) like getting any compensation or even a refund If you go directly to the first person you see within the organization you are complaining about you may be wasting your time ( as)they may be powerless to take any action or provide you ( with)a solution So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person the one who has the authority to make decisions
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形考务7题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 2
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
We are under ______ to finish the task within such limited time
选择项：
Aline
Bpressure
Cexpectation
试题 5
The more information you can get in your field
选择项：
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff members If this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual But if you wish to be successful in any business then you have to learn how to handle angry customers Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue back You must stay calm and aim to satisfy the customer even in the most difficult situations It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouth Make sure you listen more than you speak By listening carefully you will be able to understand why the customer is complaining so that satisfactory steps can be taken
Show that you care Use every opportunity to express your apology and understanding You have to show that you will do everything within your power to try and resolve the situation This exhibition of your concern will win the customer over There will be a significant change in their behaviour
Control your anger and be patient Learn to relax and calm yourself Having patience with your customers and with yourself will go a long way in winning over hostile customers
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them If you follow the above tips you are on your way to succeeding in your career
1 At whom do angry customers tend to aim their dissatisfaction and complaints ( )
A staff members
B company managers
C those who accompany them
2 When a customer shouts rudely at you you should ( )
A argue back and protect yourself
B keep quiet and leave the customer alone
C keep calm and listen carefully to the customer
3 The underlined sentence Use your ears more than your mouth means ( )
A Your mouth is not more important for you than your ears
B You should listen more than you speak
C You should talk more than you listen
4 When dealing with an angry customer which is NOT the right attitude( )
A Be concerned
B Be patient
C Be amused
5 Which of the following statements is true according to the passage( )
A When the customers complain you needn’t listen carefully
B You needn’t say sorry to those angry customers
C You should relax yourself and try to understand the angry customers
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m glad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio I’ve just bought
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
Our workers have been checking the heating system since you called us I you it will perform well soon
选择项：
Aargue
Baffect
Cassure
试题 5
They since last night They are about to finish the work
选择项：
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Feedback from your customers is very important The more information you have from them the more competitive you will be in your field The following techniques will help you know what the customers think of your business
1 Ask your customers directly and cater to their wishes This is the simplest way to find out what people want from your service or product When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants the answers are quite different
2 Be a customer yourself and find out what your customers experience when they use your service This is one of the most obvious but underused ways for getting feedback For example you can act as one of the customers in a wheelchair and see how you’re treated
3 Use a focus group Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences
4 Use questionnaires and surveys This is one of the most wellestablished feedback techniques When wellconducted they usually work well
5 Encourage your frontline staff to build strong relationships with customers Your frontline staff are the most resourceful and reliable as well as the least costly of your customer feedback sources Their communication with the customers will become important information for improving customer care
You may deliver the best service in the world But if it is not what people want you’re wasting your time Implement one two three or all of the above techniques and your service and product will improve overnight
1 Hotel customers and hotel staff think the same about breakfast( F )
2 A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not( T )
3 It’s not necessary to know about the customers’ needs and preferences ( F )
4 Questionnaires are useful in getting feedback from customers(T )
5 Frontline staff have nothing to do with improving customer service( F )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 2
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
We feel with the inconvenience the service center brought us
选择项：
Adisappointed
Bworried
Csurprised
试题 5
It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy
选择项：
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences( )
A 焦点组顾客代表工作需求喜提供顾客
B 焦点组顾客代表工作顾客提供需求喜
C 焦点组顾客代表工作提供需求喜
2 Angry customers tend to aim their dissatisfaction and complaints at staff members( )
A 愤怒顾客会员工做发泄满抱怨目标
B 愤怒顾客计划员工满抱怨做目标
C 愤怒顾客趋员工满抱怨成目标
3 You will do everything within your power to try and resolve the situation( )
A 会权利范围切努力解决问题
B 会意志范围切努力解决问题
C 会力量范围切努力解决问题
4 Having patience with your customers and with yourself will go a long way in winning over hostile customers( )
A 顾客耐心走长路赢生气顾客工作支持
B 顾客耐心赢生气顾客工作支持方面帮助
C 顾客耐心会难赢生气顾客工作支持
5 To communicate precisely what you want to say you have to frequently need to define key words( )
A 简明扼表达意必须断定义关键词
B 定义频繁出现关键词准确传达意
C 准确表达意必须断定义关键词
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m glad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio I’ve just bought
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
The heating system of our apartment broke down so I made a ______ call to the community service center
选择项：
Adiscussion
Bcomplaint
Cpraise
试题 5
They promised the car for us
选择项：
Arepairing
Brepaired
Cto repaired
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Imagine this situation you have bought a faulty item from a shop and you take ( it )back to complain You go directly to the shop assistant and tell them your problem They say they cannot help you ( which )makes you angrier to the point perhaps where you start insulting the poor shop assistant RESULT This will do you no (favours ) like getting any compensation or even a refund If you go directly to the first person you see within the organization you are complaining about you may be wasting your time ( as)they may be powerless to take any action or provide you ( with)a solution So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person the one who has the authority to make decisions
文档香网(httpswwwxiangdangnet)户传
《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档
