国开电大商务英语4单元自测1-8参考答案

B. demand C. claim 【答案】：claim

31.

完形填空：选择正确答案，补全文章（每题

10分）。

Customer service is the service or care that a consumer receives before, during and after a purchase. It's one of the factors that come in to play when a consumer is determining buying value, the other is the quality of the product or service that is being .

Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience.

Top notch service will create

and a returning customer, which is what we all must strive for.

Excellent customer service is

to businesses today. It's a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer a

. Greet them in a friendly manner, whether that be via telephone, email or in person.

Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not ; it's a requirement for businesses to survive.

选

自

：

http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm

【答案】：D. offered；E. loyalty；A. vital；C. priority；B. optional

32.—What does the customer's complaint say? —_________________.

A. He says he will write us a thank-you letter

B. He says he hasn't gotten back the monitor for repairs C. He wants to know whether we could give him a discount 【答案】：He says he hasn't gotten back the monitor for repairs

33.That might be acceptable ______ you handle the insurance fees.

A. if B. whether C. even if 【答案】：if

34.Looking your customers in the eye shows that we are listening to them and hearing _________ .

A. why are they saying B. how are they saying C. what they are saying 【答案】：what they are saying

35.The American idea of customer service is _________ each customer the center of attention. A. made B. to make C. make

【答案】：to make

36.Some of the customers' complaints seem _________ . A. inacceptable B. unacceptable C. unaccepted

【答案】：unacceptable

37.

翻译：为句子选择正确的翻译（每题

10分）。

1. The American idea of custom service is to make each customer the center of attention. A. 美式客服理念认为每位客户都是关注的焦点。B. 美国的客户都有以自己为中心的想法。

C. 美国的客户服务人员都有以客户为中心的想法。2. Many products come with a money-back guarantee. A. 许多产品都要先付款得以保障。B. 许多产品都有退款承诺。C. 许多产品都要退款。

3. Make sure to look your customers in the eye. A.确保要把顾客像眼睛一样珍视。B.确保把顾客看在眼睛里。C.确保要直视顾客的眼睛。

4. Always look for ways to go above and beyond the expectations of your customers. A. 一定要想方设法，超越顾客的期望。B. 一定要寻求在顾客期待之外的想法。C. 总是要寻找达到顾客期望的方法。

5. The worst thing is that you discovered at the last moment there were missing parts in the order before shipment.

A. 最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。B. 最糟糕的事情是到了最后一刻还没有装船。C. 最糟糕的事情是在装船前的最后一刻，你有所发现。【答案】：A；B；C；A；A

38.They wanted to ______ a discussion on economics. A. initiative B. initiate C. initial

【答案】：initiate

39.

阅读理解：根据文章内容，选择正确答案（每题

10分）。

Emotions play an important part in the negotiation process, although it is only in recent years that their effect is being studied. Emotions have the potential to play either a positive or

negative role in negotiation. During negotiations, the decision as to whether or not to settle rests in part on emotional factors. Negative emotions can cause intense and even irrational behavior, and can cause conflicts and negotiations to break down, but may be instrumental in attaining concessions. On the other hand, positive emotions often facilitate reaching an agreement and help to maximize joint gains, but can also be instrumental in attaining concessions. Positive and negative discrete emotions can be strategically displayed to influence task and relational outcomes and may play out differently across cultural boundaries.

1. Emotions play an important role during the negotiation, although their effect is being studied just .

A. at the beginning of negotiation practice B. during the negotiation process C. not long before 2. Negative emotions may make concessions. A. be helpful to B. be harmful to C. be nothing to

3. During negotiations, the decision as to whether or not to settle depends in part on emotional factors. A. totally

B. to some extend C. completely not

4. Attaining concessions can be done .

A. only by negative emotions B. only by positive emotions

C. by both negative and positive emotions 5. In different cultures, negotiators should use strategies to show positive and negative emotions. A. the same B. different C. no

【答案】：C；A；B；C；B

40.Customers often remain _________ to a business that has excellent service even if their prices are high.

A. loyal B. loyally C. loyalty 【答案】：loyal

41.Although he has sought to find a peaceful _____, he is facing more pressure from his business rivals. A. solute B. solve C. solution 【答案】：solution

42.

阅读理解：根据文章内容，判断正误（每题The Feel Good Factor in Customer Service

10分）。

A challenge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the “Feel Good Factor”. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:

Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say “I don’t know”, but it should always be followed up by “but let me find out”or possibly “but this person will be able to assist you”. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.

Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.

Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the are searching for.

“Feel Good Factor”that you