國家開放大學(xué)《管理英語2》形考任務(wù)7參考答案

國家開放大學(xué)《管理英語2》形考任務(wù)1-8參考答案形考任務(wù)7一、選擇填空：閱讀下面的對(duì)話或句子，從A、B、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?I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.I’mgladtohaveboughtthisradioatsuchaprice.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.2、—Customer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?—Waiter:A.I’mreallysorryaboutthat.B.Idon’tthinkit’shard.C.You’llgetitnexttime.3、一?—That’sgreat!WhatareyougoingtoeatattheMexicanrestaurantWhenareyougoingtodinnerattheMexicanrestaurantHowaboutgoingtodinnerattheMexicanrestauranttonight4、TheheatingsystemofourapartmentbrokedownsoImadea calltothecommunityservicecenter.discussioncomplaintpraise5、Itisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomerawayhappy.A.suggestingapossiblesolutionsuggestapossiblesolutionsuggestedapossiblesolution二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容進(jìn)行判斷，正確寫“廣錯(cuò)誤寫￥”。Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou’retreated.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you’rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.（F）Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.（T）It’snotnecessarytoknowaboutthecustomers’needsan