国家开放大学《商务英语4》Unit2Self-test试题与答案

1、选择填空题（每题10 分，共 5 题） Hello, is that Sail Moving Company? _?选择一项：A. Yes, this is Jack speaking. Thanks for calling. What can we do for youB. Yes, Im Jack. Thanks for calling. What can we do for youC. Yes, speaking. What can I do for you反馈你的回答不正确解析：本题考核“接听”的交际用语。在接听时，当第一说话人问对方是否是某人单位，听者应明确说明自己是谁。 B 选项

2、“ 我是杰克”应说成 This is Jack 而并非 I am Jack ；C 选项没有说接的是谁，不正确。所以答案是A 。正确答案是： Yes, this is Jack speaking. Thanks for calling. What can we dofor you How do you calculate the fee if we ask you to move the office furniture? _.选择一项：A. We can give you a 10% discountB. Sorry, we are not available these daysC. The

3、 cost depends on the floor to move to, the distance between two placesand the amount of the furniture to move反馈你的回答正确解析：本题考核“计算费用”的交际用语。第一说话人问搬办公用具如何计算费用，选项A表示给 10% 的优惠；选项B 表示最近几天不方便；选项C 表示费用取决于目的地所在的楼层、两个场所之间的距离以及要搬运的家具的数量，所以答案是C。正确答案是： The cost depends on the floor to move to, the distance between

4、 twoplaces and the amount of the furniture to moveCustomers often remain _ to a business that has excellent service even iftheir prices are high.选择一项：loyalloyallyloyalty反馈你的回答正确译文：一家店若提供上乘的服务，就算价钱高一点，顾客们也通常会保持对其忠诚。解析： remain是系动词，后面需要跟形容词。loyal 是形容词，意为“忠诚的”，loyally是副词； loyalty是名词；所以答案是A 。正确答案是： loyal

5、Customers wont find store clerks sitting around _ .选择一项：A. watching TV or playing cardsB. to watch TV or play cardsC. watching TV or to play cards反馈你的回答正确译文：顾客不会发现商店职员闲坐着，看看电视或打打牌什么的。解析：现在分词短语可作状语表示伴随。选项A“看电视、打牌”动作伴随“闲坐”这个主要动作发生，选项B 和 C 都有动词不定式结构，所以答案是A 。正确答案是： watching TV or playing cardsIf things

6、have _ , the person youre talking to will want to know the reasons.选择一项：A. got upB. gone wrongC. turned down反馈你的回答正确译文：如果事情出了问题，跟你说话的人会想了解其中的原因。解析： get up意为“起床”，go wrong意为“出错”，turn down意为“关小，调低；拒绝”，所以答案是B。正确答案是： gone wrong What does the customers complaint say? _.选择一项：A. He says he will write us a t

7、hank-you letterB. He says he hasnt gotten back the monitor for repairsC. He wants to know whether we could give him a discount反馈你的回答正确解析：本题考核“询问投诉”的交际用语。第一说话人询问客户投诉的内容，选项A 说要给我们写一封感谢信，这与投诉相悖；选项B 说还未收到送来修理的显示屏；选项C 说想知道是否可以给点折扣，所答非所问；所以答案是B。正确答案是： He says he hasnt gotten back the monitor for repairsSo

8、me of the customers complaints seem _ .选择一项：inacceptableunacceptableunaccepted反馈你的回答正确译文：某些顾客的投诉看起来很难让人接受。解析：inacceptable构词有误； unacceptable意为“难以接受的； 不能容忍的” ；unaccepted意为“未被接纳的；被拒绝的”，所以答案是B。正确答案是： unacceptableLooking your customers in the eye shows that we are listening to them and hearing_ .选择一项：A.

9、why are they sayingB. how are they sayingC. what they are saying反馈你的回答正确译文：直视顾客的眼睛意味着我们在聆听，也听到了他们所说的话。解析： hearing是及物动词，后面跟的宾语从句，应该用陈述句语序。选项B 和 C 都是倒装语序，所以答案是C。正确答案是： what they are sayingIf any of the articles are damaged during move, you may make a _ forcompensation with our company.选择一项：requestdema

10、ndclaim反馈你的回答不正确译文：如果您的任何物品在搬运过程中损坏，您可以向我们公司要求赔偿。解析： make a request是有礼貌地或正式地提出要求，make a demand是义正词严地提出要求， make a claim是认为有权利而提出索赔的要求，所以答案是C。正确答案是： claim What is the distance between the new building and your office? _.选择一项：A. It is near to the bus stopB. It is about 15 kilometersC. It is very close反

11、馈你的回答正确解析： 本题考核 “询问地点”的交际用语。第一说话人问的是新办公大楼和原有办公室之间的距离，答语应该说明具体的距离。选项 A 说在公交车站附近；选项B 说大约 15 公里， 选项 C 说离得很近，所以答案是B。正确答案是： It is about 15 kilometers The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this? _.选择一项：A. Well, I wonder whether th

12、e recent layoffs are affecting the quality of ourcustomer serviceB. What do you think? But I have no ideaC. Thats the clients own problem, I guess反馈你的回答正确解析： 本题考核 “询问原因”的交际用语。第一说话人问客户的显示器送来三次才修好是什么原因，选项A 直接回答了这个问题：“是不是最近的裁员影响了客服的质量”；选项B没有回答原因，却反问对方；选项C 把责任推卸到客户身上，不符合职场规X；所以答案A 。正确答案是： Well, I wonder

13、 whether the recent layoffs are affecting the quality of ourcustomer service_ the situation may be, make sure that you dont leave your customer withan unanswered question.选择一项：WhateverWheneverHowever反馈你的回答正确译文：无论什么情况下，都要确保不能让客户留有疑问。解析：这三个词都可以引导让步状语从句。选项A 表示“无论什么”，在此句中作表语；选项 B 表示“无论何时”；选项C 表示“无论怎样”，后

14、面可接形容词或副词；所以答案A 。正确答案是： WhateverThe American idea of customer service is _ each customer the center ofattention.选择一项：madeto makemake反馈你的回答正确译文：美式客服理念就是使每一位客户都成为关注的中心。解析：不定式to do在句中做表语，表示具体行为。选项A 是被动语态形式，选项C 是动词原形，两者在语义或句法结构上有误，所以答案是B。正确答案是： to makeThe customer service representative will often allow

15、 customers to exchange theproduct they bought or return it for a full _ .选择一项：compensationrepayrefund反馈你的回答正确译文：客服代表经常会允许客户更换其所购商品或者全额退款。解析： compensation意为“赔偿”， repay意为“偿还；回报”，refund意为“退款”，所以答案是C。正确答案是： refundSome stores even offer _ lanes for customers with 10 items or less tocheckout quickly.选择一项：

16、expireexpressexact反馈你的回答正确译文：一些商店甚至为购买10 件或 10 件以下商品的客户提供快速付款通道以便快速结账。解析： expire意为“到期， 失效” ；express与 lanes 构成短语， 意为“快速通道” ；exact意为“准确的，精确的”，所以答案是B。正确答案是： express阅读理解 / 翻译 / 完形填空（题型随机） （共 50 分）A. vitalE. loyaltyCustomer service is the service or care that a consumer receives before, during andafter a

17、 purchase. Its one of the factors that come in to play when a consumer isdetermining buying value, the other is the quality of the product or service that isbeing 回答D. offeredConsumers often must encounter an experience to not only be a satisfiedcustomer, but a loyal customer. Customer service is a

18、part of that experience.Top notch service will create回答and a returningcustomer, which is what we all must strive for.Excellent customer service is回答to businesses today.Its a component that is often missing, unfortunately. How do you provide greatcustomer service? Always make your customer a回答C. prio

19、rity. Greetthem 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 onlybefore the sale but after as well. After all, in a thriving business customers are not回答B. optional; its a requirement for business

20、es to survive.Customer ServiceThe American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customersfeel special.回答B. the American idea of customer serviceWhen customers get to a store, they are treated as honored gue

21、sts. Customers don t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want.Customers usually don t have to ask how much items cost, since prices are clearlymarked.回答D. honored guestWhen customers are re

22、ady to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items or less. After theypay for their purchases, customers receive a smile and a warm“ thank you and havea

23、nice day” from the clerk.回答E. checkout serviceIn America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year ormore. Advertisements

24、regularly include the motto,“ Your satisfaction isguaranteed” . So if there is a problem with the product, customers can take it back.The customer service representative will often allow them to exchange the item orreturn it for a full refund.回答A. satisfaction guaranteed5. Customer service in Americ

25、a grows out of the belief that“ the customer is alwaysright ”. If a person receives poor service from a store, he probably will avoidshopping there in the future. On the other hand, customers often remain loyal to abusiness that has excellent service even if their prices are high.回答C. customer loyal

26、ty阅读理解：根据文章内容，判断正误（每题10 分）。The Feel Good Factor in Customer ServiceA challenge in working in customer service is to ensure that you have focusedyour attention on the right key areas, measured by the right Key PerformanceIndicator (KPI). One of the most important aspects of a customer service KPI is

27、whatis often referred to as the“Feel Good Factor”. Basically the goal is not only to helpthe customer have a good experience, but to offer an experience that exceedsexpectations. Several key points are listed as follows:Know what products/service you are offering from back to front. In otherwords, b

28、e an information expert. It is okay to say“I don t know”, but it shouldalways be followed up by“ but let me find out” or possibly“ but this person willbe able to assist you” . Whatever the situation may be, make sure that you don tleave your customer with an unanswered question.Most of the communica

29、tion that you relay to others is done through bodylanguage. If you have negative body language when you communicate with others,it shows that you dont care. Two of the most important aspects of positive bodylanguage are smiling and eye contact. Make sure to look your customers in the eye.It shows th

30、at we are listening to them and hearing what they are saying. And ofcourse smiling is more inviting than a blank look or frown.Nothing surprises your customers more than an employee going the extra mileto help them. Always look for ways to go above and beyond the expectations ofyour customers. In doing so, it helps them to know that you care and it will leavethem with the“ Feel Good Factor” that you are searching for.1. The goal of customer service is to give customers an experience that meets theirFexpectations.回答2. Le