国开04018-管理英语2-任务7-辅导资料
国开04018-管理英语2-任务7参考答案
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题目1： Hello, is that rvice center? The elevator of our apartment doesn&rsquo t work.
: Oh, I don&rsquo t know what&rsquo s wrong with it.
Sorry, I&rsquo ll have it checked out at once.
Ok, I e.
参考答案：Sorry, I&rsquo ll have it checked out at once.
题目2： Why do you look unhappy. What&rsquo s the matter?
.
: I&rsquo m satisfied with the good performance of the radio I&rsquo ve just bought.
I&rsquo m glad to have bought this radio at such a price.
I&rsquo m rather disappointed with the poor quality of the radio I&rsquo ve just bought.
参考答案：I&rsquo m rather disappointed with the poor quality of the radio I&rsquo ve just bought.
题目3： Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?
Waiter:
: I&rsquo m really sorry about that.
I don&rsquo t think it&rsquo s hard.
You&rsquo ll get it next time.
参考答案：I&rsquo m really sorry about that.
题目4：We are under ______ to finish the task within such limited time.
: line
pressure
expectation
参考答案：pressure
题目5：I don&rsquo t know . I just arrived here two minutes ago.
: what&rsquo s going on
how is going on
什么的泪水 who is going on
参考答案：what&rsquo s going on
题目6：二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个
最佳选项。
Imagine 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 C. favours}, like getting any compensation, or even a refund. If you go directly to the first person you e within the organization you are complaining about, you may be wasting your time {A. as B. if 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 speaking to the relevant person, the one who has the authority to make decisions.
参考答案：子问题 1：B. it 子问题 2：A. which 子问题 3：C. favours 子问题 4：A. as 子问题 5：B. with
题目7：
Neither do I. Look at our community, it is such a mess.
: Our rvice center don&rsquo t offer much help for us.
I really don&rsquo t think our rvice center is satisfying.
I&rsquo m slightly satisfied with our rvice center.
参考答案：I really don&rsquo t think our rvice center is satisfying.
题目8： ?
That&rsquo s great!
: What are you going to eat at the Mexican restaurant
When are you going to dinner at the Mexican restaurant
How about going to dinner at the Mexican restaurant tonight
参考答案：How about going to dinner at the Mexican restaurant tonight
题目9：We feel with the inconvenience the rvice center brought us.企业形象
: disappointed
worried
surprid
参考答案：disappointed
题目10：It is only by agreeing with their view point and that you will resolve the situation and nd the customer away happy.
: suggesting a possible solution
suggest a possible solution
suggested a possible solution
参考答案：suggesting a possible solution
题目11：二、翻译：从以下A、B、C三个选项中选出与英文最适合的中文翻译。
1. Focus groups are reprentatives of customers who job is to provide you with information on their needs and preferences.{A B C}
A. 焦点小组是顾客的代表，他们的工作是把你的需求和喜好提供给顾客。
B. 焦点小组是顾客的代表，他们的工作是给顾客提供需求和喜好。
C. 焦点小组是顾客的代表，他们的工作是给你提供他们的需求和喜好。
2. Angry customers tend to aim their dissatisfaction and complaints at staff members.{A B C}
A. 愤怒的顾客往往会把员工当做他们发泄不满和抱怨的目标。
B. 愤怒的顾客计划把对员工的不满和抱怨当做目标。
C. 愤怒的顾客趋向于把员工的不满和抱怨当成目标。
3. You will do everything within your power to try and resolve the situation.{A B C}
A. 你会在权利范围内尽一切努力解决问题。
B. 你会在意志范围内尽一切努力解决问题。
C. 你会在力量范围内尽一切努力解决问题。
4. Having patience with your customers and with yourlf will go a long way in winning over hostile customers.{A B C}
A. 对顾客和对自己有耐心将走很长的路才能赢得生气的顾客对你工作的支持。
B. 对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方面大有帮助。
C. 对顾客和对自己有耐心将会很难赢得生气的顾客对你工作的支持。
5. To communicate precily what you want to say, you have to frequently need to define key words.{A B C}
A. 要简明扼要地表达本意，就必须不断定义关键词。
B. 只要定义频繁出现的关键词就能准确传达本意。
C. 要准确表达你的本意，就必须不断定义关键词。
参考答案：子问题 1：C 子问题 2：A 子问题 3：A 子问题 4：B 子问题 5：C
题目12：The more information you can get, in your field.
: the more competitive will you be
you will be the more competitive
the more competitive you will be
参考答案：the more competitive you will be
题目13：二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写 T 错误写 F 。建行vip
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 rvice or product. When hotel customers are asked wha
t 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 yourlf and find out what your customers experience when they u your rvice. This is one of the most obvious but underud ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and e how you&rsquo re treated.
3. U a focus group. Focus groups are reprentatives of customers who job is to provide you with information on their needs and preferences.
做梦梦见牙齿掉了4. U questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-li
ne 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 rvice in the world. But if it is not what people want, you&rsquo re wasting your time. Implement one, two, three or all of the above techniques, and your rvice and product will improve overnight.
1. Hotel customers and hotel staff think the same about breakfast.{T F}
2. A good or bad experience of a customer in a wheelchair in your shop shows whether your rvice is good or not.{T F}
3. It&rsquo s not necessary to know about the customers&rsquo needs and preferences. {T F}
4. Questionnaires are uful in getting feedback from customers.{T F}
5. Front-line staff have nothing to do with improving customer rvice.{T F}
参考答案：子问题 1：F 子问题 2：T 子问题 3：F 子问题 4：T 子问题 5：F
题目14：The heating system of our apartment broke down so I made a ______ call to the community rvice center.
感动我: discussion
complaint
prai
参考答案：complaint
题目15：They promid the car for us.
: repairing
repaired
to repaired
参考答案：to repaired
题目16：We it very much that you&rsquo ve come to give us a timely ride. Otherwi we would miss the train.
: appreciate
expect
promi
参考答案：appreciate
题目17：二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
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 nd the customer away happy.
U 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: U 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.
手机为什么卡
Control your anger and be patient. Learn to relax and calm yourlf. Having patience with your customers and with yourlf will go a long way in winning over hostile customers.
The above guidelines are very uful 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.水的含义
1. At whom do angry customers tend to aim their dissatisfaction and complaints? {A B C}
A. staff members
B. company managers
C. tho who accompany them
2. When a customer shouts rudely at you, you should {A B C}.
A. argue back and protect yourlf
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
若初见
3. The underlined ntence U your ears more than your mouth means {A B C}.
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 B C}
A. Be concerned.
B. Be patient.
C. Be amud.
5. Which of the following statements is true according to the passage?{A B C}
A. When the customers complain, you needn&rsquo t listen carefully.
B. You needn&rsquo t say sorry to tho angry customers.
C. You should relax yourlf and try to understand the angry customers.
参考答案：子问题 1：A 子问题 2：C 子问题 3：B 子问题 4：C 子问题 5：C
题目18：Our workers have been checking the heating system since you called us. I you it will perform well soon.
: argue
affect
assure
参考答案：assure
题目19：They since last night. They are about to finish the work.
: are cleaning the system
have been cleaning the system
had cleaned the system
参考答案：have been cleaning the system
