国开电大《管理英语2》形成性考核7答案

—Hello, is that service center? The elevator of our apartment doesn’twork.

Why do you look unhappy. What’s the matter-. : I’m satisfied with the good performance of the radio I’ve just bought. ;I’m glad to have bought this radio at such a price. ; I’m rather disappointedwith the poor quality of the radio I’ve just bought.

Customer: We have ordered for almost onehour. Why is it so hard to get our dishes ready in your restaurant -Waiter:: I’m really sorry about that. ; I don’t think it’s hard. ; You’ll get it next time.

We are under ______to finish the taskwithin such limited time. : line ; pressure ; expectation

I don’t know . Ijust arrived here two minutes ago. : what’s going on ; how is going on ; who isgoing on

Neither do I. Look at our community, it issuch a mess. : Our service center don’t offer much help for us. ; Ireally don’t think our service center is satisfying.; I’m slightly satisfiedwith our service center.

That’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 todinner at the Mexican restaurant tonight

We feel with the inconvenience the servicecenter brought us. : disappointed ; worried ; surprised

It is only by agreeing with their viewpoint and that you will resolve the situation and send the customer away happy.: suggesting a possible solution ; suggest a possible solution ; suggested apossible solution

The more information you can get,in yourfield. : the more competitive will you be ; you will be the more competitive ;the more competitiveyou will be

The heating system of our apartment brokedown so Imade a ______ call to the community service center. : discussion ;complaint ; praise

They promised the car for us. : repairing ;repaired ; to repaired

We it very much that you’ve come to give us a timely ride.Otherwise we would miss the train. : appreciate ; expect ; promise

Our workers have been checking the heatingsystem since you called us. Iyou it will perform well soon. : argue ; affect ;assure

They since last night. They are about tofinish the work. : are cleaning the system ; have been cleaning the system ;had cleaned the system

题目1:二、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 afaulty 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 theycannot help you, {A. which; B. it; C. that}makes you angrier, to the pointperhaps where you start insulting the poor shop assistant. RESULT: This will doyou 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 organizationyou 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 firstlythat you are speaking to the relevant person, the one who has the authority tomake decisions. 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 representatives ofcustomers whose job is to provide you with information on their needs andpreferences.

2. Angry customers tend to aim theirdissatisfaction and complaints at staff members.

3. You will do everything within your powerto try and resolve the situation.

4. Having patience with your customers andwith yourself will go a long way in winning over hostile customers.

5. To communicate precisely what you wantto say, you have to frequently need to define key words.

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”。

Feedback from your customers is veryimportant. The more information you have from them, the more competitive youwill be in your field. The following techniques will help you know what thecustomers think of your business. 1. Ask your customers directly and cater totheir wishes. This is the simplest way to find out what people want from yourservice or product. When hotel customers are asked what they want for theirbreakfast and then the hotel staff are asked what they think the customerwants, the answers are quite different. 2. Be a customer yourself and find outwhat your customers experience when they use your service. This is one of themost obvious but underused ways for getting feedback. For example, you can actas one of the customers in a wheelchair, and see how you’re treated. 3. Use afocus group.Focus groups are representatives of customers whose job is toprovide you with information on their needs and preferences. 4. Usequestionnaires and surveys.This is one of the most well-established feedbacktechniques. When well-conducted, they usually work well. 5. Encourage yourfront-line staff to build strong relationships with customers. Your front-linestaff are the most resourceful and reliable, as well as the least costly, ofyour customer feedback sources. Their communication with the customers willbecome important information for improving customer care. You may deliver thebest service in the world. But if it is not what people want, you’re wastingyour time. Implement one, two, three or all of the above techniques, and yourservice and product will improve overnight.

1. Hotel customers and hotel staff thinkthe same about breakfast.{

2. A good or bad experience of a customerin a wheelchair in your shop shows whether your service is good or not.{

3. It’s not necessary to know about thecustomers’ needs and preferences. {

4. Questionnaires are useful in gettingfeedback from customers.{

5. Front-line staff have nothing to do withimproving customer service.{

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 theirdissatisfaction and complaints at staff members. If this happens to you, youshould remember that they are actually expressing their dissatisfaction aboutthe company and not about you as an individual. But if you wish to besuccessful in any business, then you have to learn how to handle angrycustomers. Listed below are a few guidelines to help you develop your ownpersonal strategy for dealing with angry customers: Never argue back.You muststay calm and aim to satisfy the customer even in the most difficultsituations. It is only by agreeing with their view point and suggesting apossible solution that you will resolve the situation and send the customeraway happy. Use your ears more than your mouth.Make sure you listen more thanyou speak. By listening carefully, you will be able to understand why thecustomer is complaining, so that satisfactory steps can be taken. Show that youcare:Use every opportunity to express your apology and understanding. You haveto show that you will do everything within your power to try and resolve thesituation. This exhibition of your concern will win the customer over. Therewill be a significant change in their behaviour. Control your anger and bepatient.Learn to relax and calm yourself. Having patience with your customersand with yourself will go a long way in winning over hostile customers. Theabove guidelines are very useful in every situation in life and you cansuccessfully tackle hostile circumstances by following them. If you follow theabove tips, you are on your way to succeeding in your career.

1. At whom do angry customers tend to aimtheir dissatisfaction and complaints

2. When a customer shouts rudely at you,you should

3. The underlined sentence “Use your earsmore than your mouth” means

4. When dealing with an angry customer,which is NOT the right attitude.

5. Which of the following statements istrue according to the passage