江西广播电视大学商务英语4Unit2 形考成绩-单元自测2（10分）答案

1、试卷总分:100 得分:90一、选择填空题（每题10分，共5题） The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this? _.Well, I wonder whether the recent layoffs are affecting the quality of our customer serviceWhat do you think? But I have no idea?Thats the client

2、s own problem, I guess答案:A2. What is the distance between the new building and your office? _.It is near to the bus stopIt is about 15 kilometersIt is very close答案:B3._ the situation may be, make sure that you dont leave your customer with an unanswered question.WhateverWheneverHowever答案:A4.The Amer

3、ican idea of customer service is _ each customer the center of attention.madeto makemake答案:B5.Some stores even offer _ lanes for customers with 10 items or less to checkout quickly.?expireexpressexact答案:B二、阅读理解/翻译/完形填空（题型随机）（共50分）6.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

4、 a consumer receives before, during and after a purchase. Its 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

5、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. Its a component that is often missing, unfortunately. How do you provide great customer se

6、rvice? 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? ; its a requirement for businesses to survive.选自： /od/plantutorialsandsamples/a/What-Is-Customer-Service.htm?(1).vitaloptionalpriorityofferedloyalty答案:D(2).vitaloptionalpriorityofferedloyalty答案:E(3).vitaloptionalpriorit