國(guó)開形成性考核《管理英語(2)》單元自測(cè)(7)試題及答案

（整套相同,如遇順序不同,Ctrl+F查找,祝同學(xué)們?nèi)〉脙?yōu)異成績(jī)?。┮唬–）.:Ireallydon'tthinkourservicecenterissatisfying.【C】:surprised題目5、Itisonlybyagreeingwitwithinformationontheirneedsandpreferences.（C）members.（A）（A）winningoverhostilecustomers.（B）[A]:對(duì)顧客和對(duì)自己有耐心將走很長(zhǎng)的路才能贏得生氣的顧客對(duì)你工作的[B]:對(duì)顧客和對(duì)自己有耐心將在贏得生氣的顧客對(duì)你工作的支持方面大有needtodefinekeywords.（C）一（B）一Waiter:（A）us.I（C）youitwillperformwellsoon.【C】:assure題目5、Themoreinformationyoucanget,（C）inyourfield.Angrycustomerstendtoaimtheirsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.complaining,sothatsatisfactorystepscanbetaken.（A）【A】:staffmembers【C】:thosewhoaccompan2.Whenacustomershoutsrudelyatyou,youshould.（C）（B）（C）【A】:Beconcerned.【C】:Beamused.5.Whichofthefollowingstatementsistrueaccordingtothepassage?（C）【B】:Youneedn'tsaysorrytothoseangrycustomers.【B】:pressure【C】:expectation題目5、ldon'tknow（A）.Ijustarrivedheretwominutesago.【A】:what'sgoingon:Ireallydon'tthinkourservicecenterissatisfying.一Waiter:（A）一（C）.題目4、TheheatingsystemofourapartmentbrokedownsoImadea（B）calltothecommunityservicecenter.【A】:discussion【B】:complaint【C】:praise5、5、Theypromised（C）thecarforus.【A】【B】【C】havefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforwheelchair,andseehowyou'retreated.feedbacktechniques.Whenwell-conducted,theyusuallyworkwell.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommuniyou'rewastingyourtime.Implementone,twtechniques,andyourservice1.Hotelcustomersandhotelstaffthinkthesameaboutbwhetheryourserviceisgoodornot.（V）（X）4.Questionnairesareusefulingettingfeedbackfromcustomers.（V）5.Front-linestaffhavenothingtodowithimprovingcustom一（C）.題目4、We（A）itverymuchthatyou'vecometogiveusatimelyride.【A】:appreciateproblem.Theysaytheycannothelpyou,（A）makesyouangrier,tothepointperhapswhereyoustartinsultingthepoorshopassistant.RESULT:Thiswilldotothefirstpersonyouseewithintheorganizationyouarecomplainingabout,youmaybewastingyourtime（A）theymaybepowerlesstotakeanyactionsurefirstlythatyouarespeakingtotherelevantperson,theonewhohastheauthoritytomakedecisions.解