國(guó)家開(kāi)放大學(xué)《管理英語(yǔ)2》形考任務(wù)7參考答案

7一、選擇填空：閱讀下面的對(duì)話或句子，從A、、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的最佳選項(xiàng)。1、—Whydoyoulookunhappy.What’sthematter?—.A.I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.B.I’mgladtohaveboughtthisradioatsuchaprice.C.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.2、—Customer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?—Waiter:A.I’mreallysorryaboutthat.B.Idon’tthinkit’shard.C.You’llgetitnexttime.3、——That’sgreat!?A.WhatareyougoingtoeatattheMexicanrestaurantB.WhenareyougoingtodinnerattheMexicanrestaurantC.HowaboutgoingtodinnerattheMexicanrestauranttonight4TheheatingsystemofourapartmentbrokedownsoImadea______calltothecommunityservicecenter.A.discussionB.complaintC.praise5、Itisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomerawayhappy.A.suggestingapossiblesolutionB.suggestapossiblesolutionC.suggestedapossiblesolution”錯(cuò)誤寫(xiě)“FFeedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.1.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinaandseehowyou’retreated.3.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.4.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.5.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you’rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.1.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.（F）2.AgoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodorT）3.It’snotnecessarytoknowaboutthecustomers’needsandprefe