国开形成性考核《管理英语(2)》单元自测(7)试题及答案

（整套相同,如遇顺序不同,Ctrl+F查找,祝同学们取得优异成绩！）一（C）.:Ireallydon'tthinkourservicecenterissatisfying.【C】:surprised题目5、Itisonlybyagreeingwitwithinformationontheirneedsandpreferences.（C）members.（A）（A）winningoverhostilecustomers.（B）[A]:对顾客和对自己有耐心将走很长的路才能赢得生气的顾客对你工作的[B]:对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方面大有needtodefinekeywords.（C）一（B）一Waiter:（A）us.I（C）youitwillperformwellsoon.【C】:assure题目5、Themoreinformationyoucanget,（C）inyourfield.Angrycustomerstendtoaimtheirsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.complaining,sothatsatisfactorystepscanbetaken.（A）【A】:staffmembers【C】:thosewhoaccompan2.Whenacustomershoutsrudelyatyou,youshould.（C）（B）（C）【A】:Beconcerned.【C】:Beamused.5.Whichofthefollowingstatementsistrueaccordingtothepassage?（C）【B】:Youneedn'tsaysorrytothoseangrycustomers.【B】:pressure【C】:expectation题目5、ldon'tknow（A）.Ijustarrivedheretwominutesago.【A】:what'sgoingon:Ireallydon'tthinkourservicecenterissatisfying.一Waiter:（A）一（C）.题目4、TheheatingsystemofourapartmentbrokedownsoImadea（B）calltothecommunityservicecenter.【A】:discussion【B】:complaint【C】:praise5、5、Theypromised（C）thecarforus.【A】【B】【C】havefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforwheelchair,andseehowyou'retreated.feedbacktechniques.Whenwell-conducted,theyusuallyworkwell.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommuniyou'rewastingyourtime.Implementone,twtechniques,andyourservice1.Hotelcustomersandhotelstaffthinkthesameaboutbwhetheryourserviceisgoodornot.（V）（X）4.Questionnairesareusefulingettingfeedbackfromcustomers.（V）5.Front-linestaffhavenothingtodowithimprovingcustom一（C）.题目4、We（A）itverymuchthatyou'vecometogiveusatimelyride.【A】:appreciateproblem.Theysaytheycannothelpyou,（A）makesyouangrier,tothepointperhapswhereyoustartinsultingthepoorshopassistant.RESULT:Thiswilldotothefirstpersonyouseewithintheorganizationyouarecomplainingabout,youmaybewastingyourtime（A）theymaybepowerlesstotakeanyactionsurefirstlythatyouarespeakingtotherelevantperson,theonewhohastheauthoritytomakedecisions.解