[2024版]国开电专科理英语2线形考
说明：资料整理2023年12月适国开电专科学员台线形考考试
单元测7 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
―___________________
―Neither do ILook at our communityit is such a mess
[答案]BI really don’t think our service center is satisfying
―___________________
―That’s great
[答案]CHow about going to dinner at the Mexican restaurant tonight
―CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
―Waiter___________________
[答案]AI’m really sorry about that
―Hellois that service center The elevator of our apartment doesn’t work
―___________________
[答案]BSorry I’ll have it checked out at once
―Why do you look unhappyWhat’s the matter
―___________________
[答案]CI’m rather disappointed with the poor quality of the radio I’ve just bought
列选择题库中抽3题
I don’t know_________I just arrived here two minutes ago
[答案]Awhat’s going on
It is only by agreeing with their view point and_____that you will resolve the situation and send the customer away happy
[答案]Asuggesting a possible solution
Our workers have been checking the heating system since you called usI_____you it will perform well soon
[答案]Cassure
The heating system of our apartment broke down so I made a_____call to the community service center
[答案]Bcomplaint
The more information you can get_________in your field
[答案]Cthe more competitive you will be
They_________since last nightThey are about to finish the work
[答案]Bhave been cleaning the system
They promised_________the car for us
[答案]Cto repaired
We_________it very much that you’ve come to give us a timely rideOtherwise we would miss the train
[答案]Aappreciate
We are under_________to finish the task within such limited time
[答案]Bpressure
We feel_________with the inconvenience the service center brought us
[答案]Adisappointed
第二题：完形填空(阅读理解选择判断翻译等)（50分）
列带★题库中抽中1试题
★翻译ABC三选项中选出英文适合中文翻译
1Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences
[答案]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
[答案]A愤怒顾客会员工做发泄满抱怨目标
3You will do everything within your power to try and resolve the situation
[答案]A会权利范围切努力解决问题
4Having patience with your customers and with yourself will go a long way in winning over hostile customers
[答案]B顾客耐心赢生气顾客工作支持方面帮助
5To communicate precisely what you want to say you have to frequently need to define key words
[答案]C准确表达意必须断定义关键词
★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 membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt 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 mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving 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 themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints
[答案]Astaff members
2When a customer shouts rudely at youyou should_________
[答案]Ckeep calm and listen carefully to the customer
3The underlined sentence Use your ears more than your mouth means_________
[答案]BYou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude
[答案]CBe amused
5Which of the following statements is true according to the passage
[答案]CYou should relax yourself and try to understand the angry customers
★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 situationyou have bought a faulty item from a shop and you take{1}back to complainYou go directly to the shop assistant and tell them your problemThey say they cannot help you{2}makes you angrierto the point perhaps where you start insulting the poor shop assistantRESULTThis will do you no{3}like getting any compensationor even a refundIf you go directly to the first person you see within the organization you are complaining aboutyou may be wasting your time{4}they may be powerless to take any action or provide you{5}a solutionSo the important lesson to be learnt is to make sure firstly that you are speaking to the relevant personthe one who has the authority to make decisions
1{Athem Bit Chim}[答案]Bit
2{Awhich Bit Cthat}[答案]Awhich
3{Acomments Binterests Cfavours}[答案]Cfavours
4{Aas Bif Cwhen}[答案]Aas
5{Ato Bwith Cfor}[答案]Bwith
★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 importantThe more information you have from themthe more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
1Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wantsthe answers are quite different
2Be a customer yourself and find out what your customers experience when they use your serviceThis is one of the most obvious but underused ways for getting feedbackFor exampleyou can act as one of the customers in a wheelchairand see how you’re treated
3Use a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
4Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconductedthey usually work well
5Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliableas well as the least costlyof your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people wantyou’re wasting your timeImplement onetwothree or all of the above techniquesand your service and product will improve overnight
1Hotel customers and hotel staff think the same about breakfast[答案]F
2A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not[答案]T
3It’s not necessary to know about the customers’ needs and preferences[答案]F
4Questionnaires are useful in getting feedback from customers[答案]T
5Frontline staff have nothing to do with improving customer service[答案]F
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说明：资料整理2023年12月适国开电专科学员台线形考考试
单元测7 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
―___________________
―Neither do ILook at our communityit is such a mess
[答案]BI really don’t think our service center is satisfying
―___________________
―That’s great
[答案]CHow about going to dinner at the Mexican restaurant tonight
―CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
―Waiter___________________
[答案]AI’m really sorry about that
―Hellois that service center The elevator of our apartment doesn’t work
―___________________
[答案]BSorry I’ll have it checked out at once
―Why do you look unhappyWhat’s the matter
―___________________
[答案]CI’m rather disappointed with the poor quality of the radio I’ve just bought
列选择题库中抽3题
I don’t know_________I just arrived here two minutes ago
[答案]Awhat’s going on
It is only by agreeing with their view point and_____that you will resolve the situation and send the customer away happy
[答案]Asuggesting a possible solution
Our workers have been checking the heating system since you called usI_____you it will perform well soon
[答案]Cassure
The heating system of our apartment broke down so I made a_____call to the community service center
[答案]Bcomplaint
The more information you can get_________in your field
[答案]Cthe more competitive you will be
They_________since last nightThey are about to finish the work
[答案]Bhave been cleaning the system
They promised_________the car for us
[答案]Cto repaired
We_________it very much that you’ve come to give us a timely rideOtherwise we would miss the train
[答案]Aappreciate
We are under_________to finish the task within such limited time
[答案]Bpressure
We feel_________with the inconvenience the service center brought us
[答案]Adisappointed
第二题：完形填空(阅读理解选择判断翻译等)（50分）
列带★题库中抽中1试题
★翻译ABC三选项中选出英文适合中文翻译
1Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences
[答案]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
[答案]A愤怒顾客会员工做发泄满抱怨目标
3You will do everything within your power to try and resolve the situation
[答案]A会权利范围切努力解决问题
4Having patience with your customers and with yourself will go a long way in winning over hostile customers
[答案]B顾客耐心赢生气顾客工作支持方面帮助
5To communicate precisely what you want to say you have to frequently need to define key words
[答案]C准确表达意必须断定义关键词
★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 membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt 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 mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving 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 themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints
[答案]Astaff members
2When a customer shouts rudely at youyou should_________
[答案]Ckeep calm and listen carefully to the customer
3The underlined sentence Use your ears more than your mouth means_________
[答案]BYou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude
[答案]CBe amused
5Which of the following statements is true according to the passage
[答案]CYou should relax yourself and try to understand the angry customers
★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 situationyou have bought a faulty item from a shop and you take{1}back to complainYou go directly to the shop assistant and tell them your problemThey say they cannot help you{2}makes you angrierto the point perhaps where you start insulting the poor shop assistantRESULTThis will do you no{3}like getting any compensationor even a refundIf you go directly to the first person you see within the organization you are complaining aboutyou may be wasting your time{4}they may be powerless to take any action or provide you{5}a solutionSo the important lesson to be learnt is to make sure firstly that you are speaking to the relevant personthe one who has the authority to make decisions
1{Athem Bit Chim}[答案]Bit
2{Awhich Bit Cthat}[答案]Awhich
3{Acomments Binterests Cfavours}[答案]Cfavours
4{Aas Bif Cwhen}[答案]Aas
5{Ato Bwith Cfor}[答案]Bwith
★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 importantThe more information you have from themthe more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
1Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wantsthe answers are quite different
2Be a customer yourself and find out what your customers experience when they use your serviceThis is one of the most obvious but underused ways for getting feedbackFor exampleyou can act as one of the customers in a wheelchairand see how you’re treated
3Use a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
4Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconductedthey usually work well
5Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliableas well as the least costlyof your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people wantyou’re wasting your timeImplement onetwothree or all of the above techniquesand your service and product will improve overnight
1Hotel customers and hotel staff think the same about breakfast[答案]F
2A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not[答案]T
3It’s not necessary to know about the customers’ needs and preferences[答案]F
4Questionnaires are useful in getting feedback from customers[答案]T
5Frontline staff have nothing to do with improving customer service[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
