管理英語2網(wǎng)核形考任務(wù)單元自測7答案

1、管理英語2網(wǎng)核形考任務(wù)單元自測7答案題目1:B-Neither do 1. Look at our community, it is such a mess.Our service center don t offer much help for us.I really don t think our service center is satisfying.I m slightly satisfied with our service center.題目2:- C ?-That s great!What are you going to eat at the Mexican restaura

2、ntWhen are you going to dinner at the Mexican restaurantHow about going to dinner at the Mexican restaurant tonight題目 3:-Customer: We have ordered for almost one hour. Why is it so hard to aet our dishes ready in your restaurant?A Waiter:I m really sorry about that.I don t think it s hard.C、You 11 g

3、et it next time. /z題目 4:-Hello, is that service center? The elevator of our apartment doesn t work.一 BOh, I don t know what s wrong with it.Sorry, I 11 have it checked out at once.C、Ok, I see.題目 5: -Why do you look unhappy. What s the matter? CA、I m satisfied with the good performance of the radio I

4、 ve just bought.I m alad to have bought this radio at such a price.C、I m rather disappointed with the poor quality of the radio 1 ve just bought.”題目 6:1 don t know A I just arrived here two minutes ago.what s going onhow is going onC who is going on題目 7: It is only by agreeing with their view point

5、and A that you willresove the situation and send the customer away happysuggesting a possible solutionsuggest a possible solutionsuggested a possible solution題目 8:Our workers have been checking the heating system since you calledus. 1 C you it will perforin well soon.argueaffectassure題目 9:The heatin

6、g system of our apartment broke down solmade a B call to the community service centerDiscussioncomplaintC praise題目 10:The more information you can get, C in your field.the more competitive will you beyou will be the more competitivethe more competitive you will be .題目 11 :They B since last night. Th

7、ey are about to finish the work.are cleaning the systemhave been cleaning the systemC had cleaned the system題目：They promised C the car for us.repairingrepairedC to repaired題目:We A it very much that you ve come to aive us a timely ride. Otherwise we wou1d miss the train.appreciateexpectpromise題目：We a

8、re under B to finish the task within such limited time.linepressureC expectation題目：We feel A with the inconvenience the service center brought us.disappointedworriedsurprised二，翻譯:從以下A, B, C三個選項中選出與英文最適合的中文翻譯。1. Focus aroups are representatives of customers whose iob is to provide you with informatio

9、n on their needs and preferences. CA.焦點小組是顧客的代表，他們的工作是把你的需求和喜好提供給顧客。B.焦點小組是顧客的代表，他們的工作是給顧客提供需求和喜好。C.焦點小組是顧客的代表，他們的工作是給你提供他們的需求和喜好。2.Angry customers tend to aim their dissatisfaction and complaints at staff members. AA.憤怒的顧客往往會把員工當做他們發(fā)泄不滿和抱怨的目標。B.憤怒的顧客計劃把對員工的不滿和抱怨當做目標，C.憤怒的顧客趨向干把員工的不滿和抱怨當成目標。You will

10、 do everything within your power to try and resolve the situation. A A.你會在權(quán)利范圍內(nèi)盡一切努力解決問題B.你會在意志范圍內(nèi)盡一切努力解決問題。C.你會在力量范圍內(nèi)盡一切努力解決問題。Havina patience with your customers and with yoursefwil ao a Iona way in winnina over hostile customers. BA.對顧客和對自己有耐心將走很長的路才能贏得生氣的顧客對你工作的支持。B.對顧客和對自己有耐心將在贏得生氣的顧客對你工作的支持方面大

11、有幫助。C.對顧客和對自己有耐心將會很難贏得生氣的顧客對你工作的支持，To communicate precisely what you want to say, you have to frequently need to define key words. CA.要簡明扼要地表達本意，就必須不斷定義關(guān)鍵詞。B.只要定義頻繁出現(xiàn)的關(guān)鍵詞就能準確傳達本意。C.要準確表達你的本意，就必須不斷定義關(guān)鍵詞。二，閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A, B. C三個選項中選出一個最佳選項。Angry customers tend to aim their dissatisfaction and c

12、omplaints 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 a

13、re 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. It is only by agreeing with their view point and suggesting a possible solution that you wil

14、l 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 opportu

15、nity 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 behaviourControl your anger and be patient. Learn t

16、o relax and calm yourself. Having patience with your customers and with yourself will go a ong way in winning over hostile customersThe above quidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you fo low the above tips, y

17、ou are on your way to succeedina in your careerAt whom do angry customers tend to aim their dissatisfaction and complaints?A A staff membersB.company managersC. those who accompany themWhen a customer shouts rudely at you, you should C.argue back and protect yourselfkeep quiet and leave the customer

18、 aloneCkeep calm and listen carefully to the customerThe underlined sentence “Use your ears more than your mouthv means B.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.When dealing with an angry customer whic

19、h is NOT the right attitude? C A. Be concerned.B. Be patient.C Be amused.Which of the following statements is true according to the passage? CWhen the customers complain, you needn t listen carefully.You needn t say sorry to those angry customers.C You should relax yourself and try to understand the

20、 angry customers.” 二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個選項中選出一個最佳選 項。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. th

21、atmakes 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 see within the organization you are complainina

22、 about, you may be wastina vour 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 speakina to the relevant person, the one who has the authority to make decis

23、ions.二、閱讀理解:閱讀下面的短文，根據(jù)文章內(nèi)容進行判斷，正確寫“T”錯誤寫“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.Ask your customers directly and

24、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.Be a customer yourself a

25、nd 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.Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.Encouraae your front-line staff to build