理英语2网核形考务单元测7答案
题目1 B
Neither do l Look at our community it is such a mess
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
题目2 C
That’s great
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
题目3Customer We have ordered for almost one hour Why is it so hard to aet our dishes ready in your restaurant
A Waiter
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
题目4Hello is that service center The elevator of our apartment doesn’t work
B
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
题目5 Why do you look unhappy What’s the matter
C
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m alad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio l’ve just bought题目6I don’t know A I just arrived here two minutes ago
Awhat’s going on
Bhow is going on
Cwho is going on
题目7It is only by agreeing with their view point and A that you willresove the situation and send the customer away happy
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
题目8Our workers have been checking the heating system since you called
usl C you it will perform well soon
Aargue
Baffect
Cassure
题目9The heating system of our apartment broke down solmade a B call to the community service center
ADiscussion
Bcomplaint
Cpraise
题目10The more information you can get C in your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
题目11They B since last night They are about to finish the work
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
题目They promised C the car for us
Arepairing
Brepaired
Cto repaired
题目We A it very much that you’ve come to aive us a timely ride Otherwise we would miss the train
Aappreciate
Bexpect
Cpromise
题目We are under B to finish the task within such limited time
Aline
Bpressure
Cexpectation
题目We feel A with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
二翻译ABC三选项中选出英文适合中文翻译
1 Focus aroups are representatives of customers whose iob is to provide you with information on their needs and preferences{ C}
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
2Angry customers tend to aim their dissatisfaction and complaints at staff members{A}
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愤怒顾客趋干员工满抱怨成目标
3You will do everything within your power to try and resolve the situation{A }
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 Havina patience with your customers and with yoursefwil ao a lona way in winnina over hostile customers[B]
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{C}
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
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 quidelines 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 lt 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 vour mouth Make sure you listen more than you speak By listenina 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 yourselfHaving patience with your customers and with yourself will go a ong way in winning over hostile customers
The above quidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following themIf you fo low the above tips you are on your way to succeedina in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints{A }
A staff members
Bcompany managers
C those who accompany them
2 When a customer shouts rudely at you you should {C}
A argue back and protect yourself
B keep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
3The underlined sentence Use your ears more than your mouth means { B}
A Your mouth is not more important for you than your ears
B You should listen more than you speak
CYou should talk more than you listen
4 When dealing with an angry customer which is NOT the right attitude{ C)
A Be concerned
B Be patient
CBe amused
5Which of the following statements is true according to the passage{ C}
A When the customers complain you needn’t listen carefully
B You needn’t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
二阅读理解阅读面短文根文章容ABC三选项中选出佳选项
lmagine this situation you have bought a faulty item from a shop and you take {A them B it C him} back to complain You go
directly to the shop assistant and tell them your problem They say they cannot help you {A which B it C that}makes you angrier to the point perhaps where you start insulting the poor shop assistant RESULT This will do you no {A comments B interests Cfavours} like getting any compensation or even a refund lf you go directly to the first person you see within the organization you are complainina about you may be wastina vour time {A as Bif C when} they may be powerless to take any action or provide you {A to B with C for} a solution So the important lesson to be learnt is to make sure firstly that you are speakina to the relevant person the one who has the authority to make decisions
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 wishesThis 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 Encouraae your frontline staff to build strona relationships with customers Your frontline staff are the most resourceful and reliable as well as the least costly of vour 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 wastina 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 Ouestionnaires are useful in aetting feedback from customers[t]
5 Frontline staff have nothing to do with improving customer service{F}＇
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题目1 B
Neither do l Look at our community it is such a mess
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
题目2 C
That’s great
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
题目3Customer We have ordered for almost one hour Why is it so hard to aet our dishes ready in your restaurant
A Waiter
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
题目4Hello is that service center The elevator of our apartment doesn’t work
B
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
题目5 Why do you look unhappy What’s the matter
C
AI’m satisfied with the good performance of the radio I’ve just bought
BI’m alad to have bought this radio at such a price
CI’m rather disappointed with the poor quality of the radio l’ve just bought题目6I don’t know A I just arrived here two minutes ago
Awhat’s going on
Bhow is going on
Cwho is going on
题目7It is only by agreeing with their view point and A that you willresove the situation and send the customer away happy
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
题目8Our workers have been checking the heating system since you called
usl C you it will perform well soon
Aargue
Baffect
Cassure
题目9The heating system of our apartment broke down solmade a B call to the community service center
ADiscussion
Bcomplaint
Cpraise
题目10The more information you can get C in your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
题目11They B since last night They are about to finish the work
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
题目They promised C the car for us
Arepairing
Brepaired
Cto repaired
题目We A it very much that you’ve come to aive us a timely ride Otherwise we would miss the train
Aappreciate
Bexpect
Cpromise
题目We are under B to finish the task within such limited time
Aline
Bpressure
Cexpectation
题目We feel A with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
二翻译ABC三选项中选出英文适合中文翻译
1 Focus aroups are representatives of customers whose iob is to provide you with information on their needs and preferences{ C}
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
2Angry customers tend to aim their dissatisfaction and complaints at staff members{A}
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愤怒顾客趋干员工满抱怨成目标
3You will do everything within your power to try and resolve the situation{A }
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 Havina patience with your customers and with yoursefwil ao a lona way in winnina over hostile customers[B]
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{C}
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
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 quidelines 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 lt 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 vour mouth Make sure you listen more than you speak By listenina 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 yourselfHaving patience with your customers and with yourself will go a ong way in winning over hostile customers
The above quidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following themIf you fo low the above tips you are on your way to succeedina in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints{A }
A staff members
Bcompany managers
C those who accompany them
2 When a customer shouts rudely at you you should {C}
A argue back and protect yourself
B keep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
3The underlined sentence Use your ears more than your mouth means { B}
A Your mouth is not more important for you than your ears
B You should listen more than you speak
CYou should talk more than you listen
4 When dealing with an angry customer which is NOT the right attitude{ C)
A Be concerned
B Be patient
CBe amused
5Which of the following statements is true according to the passage{ C}
A When the customers complain you needn’t listen carefully
B You needn’t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
二阅读理解阅读面短文根文章容ABC三选项中选出佳选项
lmagine this situation you have bought a faulty item from a shop and you take {A them B it C him} back to complain You go
directly to the shop assistant and tell them your problem They say they cannot help you {A which B it C that}makes you angrier to the point perhaps where you start insulting the poor shop assistant RESULT This will do you no {A comments B interests Cfavours} like getting any compensation or even a refund lf you go directly to the first person you see within the organization you are complainina about you may be wastina vour time {A as Bif C when} they may be powerless to take any action or provide you {A to B with C for} a solution So the important lesson to be learnt is to make sure firstly that you are speakina to the relevant person the one who has the authority to make decisions
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 wishesThis 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 Encouraae your frontline staff to build strona relationships with customers Your frontline staff are the most resourceful and reliable as well as the least costly of vour 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 wastina 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 Ouestionnaires are useful in aetting feedback from customers[t]
5 Frontline staff have nothing to do with improving customer service{F}＇
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
