「2023秋期版」国开电大本科《商务英语4》在线形考（单元自测2）试题及答案

[2023秋期版]国开电科商务英语4线形考
试题(库)答案
说明：资料整理2023年12月适国开电科学员台线形考考试
单元测2 试题答案
备注：测试中6道机题中5道选择题1道完形填空题
第题：选择填空（题10分5题）
列选择题库中抽2题
―Hellois that Sail Moving Company
―___________________
[答案]AYesthis is Jack speakingThanks for callingWhat can we do for you

―How do you calculate the fee if we ask you to move the office furniture
―___________________
[答案]CThe cost depends on the floor to move tothe distance between two places and the amount of the furniture to move

―The client said he had to send a monitor back three times before the problem was solvedDo you have a reason for this
―___________________
[答案]AWellI wonder whether the recent layoffs are affecting the quality of our customer service

―What does the customer’s complaint say
―___________________
[答案]BHe says he hasn’t gotten back the monitor for repairs

―What is the distance between the new building and your office
―___________________
[答案]BIt is about 15 kilometers

列选择题库中抽3题
_______the situation may bemake sure that you don’t leave your customer with an unanswered question
[答案]AWhatever



Customers often remain_________to a business that has excellent service even if their prices are high
[答案]Aloyal

Customers won’t find store clerks sitting around_________
[答案]Awatching TV or playing cards

If any of the articles are damaged during moveyou may make a_______for compensation with our company
[答案]Cclaim

If things have_________the person you’re talking to will want to know the reasons
[答案]Bgone wrong

Looking your customers in the eye shows that we are listening to them and hearing_________
[答案]Cwhat they are saying

Some of the customers’ complaints seem_________
[答案]Bunacceptable

Some stores even offer_________lanes for customers with 10 items or less to checkout quickly
[答案]Bexpress

The American idea of customer service is_________each customer the center of attention
[答案]Bto make

The customer service representative will often allow customers to exchange the product they bought or return it for a full_________
[答案]Crefund

第二题：完形填空(阅读理解选择判断翻译听力理解等)（50分）
列带★题库中抽中1试题
★翻译句子选择正确翻译(题10分)


1The American idea of custom service is to make each customer the center of attention
[答案]A美式客服理念认位客户关注焦点

2Many products come with a moneyback guarantee
[答案]B许产品退款承诺

3Make sure to look your customers in the eye
[答案]C确保直视顾客眼睛

4Always look for ways to go above and beyond the expectations of your customers
[答案]A定想方设法超越顾客期

5The worst thing is that you discovered at the last moment there were missing parts in the order before shipment
[答案]A糟糕事情装船前时刻发现订单货物遗漏

★完形填空选择正确答案补全文章(题10分)
Customer service is the service or care that a consumer receives beforeduring and after a purchaseIt’s one of the factors that come in to play when a consumer is determining buying valuethe 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 customerbut a loyal customerCustomer service is a part of that experience

Top notch service will create{2}and a returning customerwhich is what we all must strive for

Excellent customer service is{3}to businesses todayIt’s a component that is often missingunfortunatelyHow do you provide great customer serviceAlways make your customer a{4}Greet them in a friendly mannerwhether that be via telephoneemail or in person

Let them know you are there to help and that you will take care of themnot only before the sale but after as wellAfter allin a thriving business customers are not{5}it’s a requirement for businesses to survive
{1}[答案]Doffered
{2}[答案]Eloyalty
{3}[答案]Avital
{4}[答案] Cpriority
{5}[答案]Boptional



★阅读理解根文章容段谈话题相匹配(题10分)
CUSTOMER SERVICE
1The American idea of customer service is to make each customer the center of attentionAnd wherever you gogood customer service means making customers feel special
[答案]Bthe American idea of customer service
2When customers get to a storethey are treated as honored guestsCustomers don’t usually find store clerks sitting around watching TV or playing cardsInsteadthe clerks greet them warmly and offer to help them find what they wantCustomers usually don’t have to ask how much items costsince prices are clearly marked
[答案]Dhonored guest
3When customers are ready to checkoutthey can go to the nearest and shortest checkout laneGood stores open new checkout lanes when the line ups get too longSome even offer express lanes for customers with 10 items or lessAfter they pay for their purchasescustomers receive a smile and a warm thank you and have a nice day from the clerk
[答案]Echeckout service
4In Americacustomer service continues long after the saleMany products come with a moneyback guaranteeExpensive items like carscomputers or stereos often have a warranty that ensures troublefree use for a period of a year or moreAdvertisements regularly include the mottoYour satisfaction is guaranteedSo if there is a problem with the productcustomers can take it backThe customer service representative will often allow them to exchange the item or return it for a full refund
[答案]Asatisfaction guaranteed
5Customer service in America grows out of the belief that the customer is always rightIf a person receives poor service from a storehe probably will avoid shopping there in the futureOn the other handcustomers often remain loyal to a business that has excellent service even if their prices are high
[答案]Ccustomer loyalty
★阅读理解根文章容判断正误(题10分)
THE FEEL GOOD FACTOR IN CUSTOMER SERVICE

A challenge in working in customer service is to ensure that you have focused your attention on the right key areasmeasured by the right Key Performance Indicator (KPI)One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good FactorBasically the goal is not only to help the customer have a good experiencebut to offer an experience that exceeds expectationsSeveral key points are listed as follows

Know what productsservice you are offering from back to frontIn other wordsbe an information expertIt is okay to say I don’t knowbut it should always be followed up by but let me find out or possibly but this person will be able to assist youWhatever the situation may bemake sure that you don’t leave your customer with an unanswered question

Most of the communication that you relay to others is done through body languageIf you have negative body language when you communicate with othersit shows that you do


n’t careTwo of the most important aspects of positive body language are smiling and eye contactMake sure to look your customers in the eyeIt shows that we are listening to them and hearing what they are sayingAnd of course smiling is more inviting than a blank look or frown

Nothing surprises your customers more than an employee going the extra mile to help themAlways look for ways to go above and beyond the expectations of your customersIn doing soit helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for
1The goal of customer service is to give customers an experience that meets their expectations [答案]F
2Leave your customer with an unanswered question is unacceptable [答案]T
3Both positive body language and negative body language are necessary in customer service [答案]F
4Eye contact is one of the most important aspects of positive body language[答案]T
5The underlined going the extra mile to help them in the last paragraph means going a long way to help them [答案]F



《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