职场通用英语 习题答案 Unit 10 - 答案

Unit10

Listening&Speaking

Lead-in

1.C2.B3.A4.E5.D

ListeningComprehension

(1)satisfied(2)instructions(3)upset(4)contact(5)fix

LanguageinUse

A.

1.I’mhavingproblems

2.aswellas

3.arebusy

4.Thanksfor

5.rightaway

B.(possibleanswers)

(1)crisismanagement(2)timemanagement(3)after-salesservice

(4)feedbackservice(5)helptobeatcompetitors(6)helpstoreceivefeedback

(7)patient(8)responsible

III.Speaking

A.

(1)HowcanIhelpyou

(2)I'mcallingaboutourlatestorder.

(3)Waitforasec

(4)IwillinformyounomatterwhetherornotIcandealwithit

(5)I’mlookingforwardtoyourreply

B.(possibleanswers)

(1)I'mcallingabouttheinstallationproblem

(2)Theordernumberis1234567

(3)Yes,butIstillcan’tfigureitout

(4)I’mlookingforwardtoyourreply

Reading

LanguageinUse

1.Thankyoufordoingmesuchagreatfavor

2.don'tscrewitupthistime

3.weshouldremaintruetoouroriginalaspirationandkeepourmissionfirmlyinmind

4.resolvingcustomercomplaints

5.inreturnforhishelp

Exercises

A.

1.A2.B3.B4.A5.C

B.

1.Toproperlyandefficientlyaddresscustomercomplaints.

2.Listen,Apologize,Solvetheproblem,Thankthecustomer.

3.Internet,socialmedialikefacebook,twitter,forum,everysiteonline.

4.Yourpatientattitudeandfast-responseabilitytothecomplaints.

5.Becauseyoucanbringbackmorepositiveattentionandfeedbackfromregularcustomers,

whichinreturncanbringmorenew-comers.Besides,youcanalsoimprovethequalityofservice.

C.

1.resolve2.address3.complaint4.utilize5.examined

6.sensitive7.overlook8.satisfactory9.warranty10.reputation

TheStoryofChina

LanguageinUse

1.sparenoefforttoprotectourenvironment

2.insteadofplayinggameallday

3.Soonerorlater

4.Tosumup

5.Aslongasyou'rehappy

Exercises

1.D2.I3.F4.G5.H6.A7.B8.C9.J10.E

1.B2.B3.A4.B5.A

Grammar

强调结构：

A.

1.A2.D3.B4.C5.C

B.

1.that2.It3.What4.that5.do

倒装句：

A.

1.C2.D3.A4.B5.D

B.

1.OnlyatastadiuminBeijingwillyouseesomanyseats.

2.Onlythendidhebecomeawareofthedangersofthejungle.

3.Notuntil12o’clockdidhegotobedlastnight.

4.NeverhaveIseensuchwonderfulpicturesinmylife.

5.Hardly had I got to Amsterdam when it began to snow.

省略句：

A.

1.A2.A3.A4.B5.A

B.

1.It’sapityyoucan’toperateacomputer.

2.Tomlookedaroundasifinsearchofsomething.

3.Whenintrouble,Ialwaysturntoherforhelp.

4.Mymomhastroublesleepingforseveraldays.

5.I’llgiveyouallIhave.

Writing

A.

1.T2.F3.F

C.(forreference)

Dearmanager,

IwritethislettertoyoutomakesomecomplaintsaboutthecomputerIboughtinyourstoreyesterdayafternoon.There's

something

wrong

with

it.

That

makes

me

extremely

unhappy.

The

computer

cannot

be

properly

shut

down

when

I

got

it

back

to

the

office.

When

I

click

the

shutdown

button,

it

seems

that

the

machine

gives

no

response.

And

I'm

so

annoyed

with

it.

It's

obvious

that

you

didn'

t

carefully

examine

the

machine

before

you

sold

it.

I

think

your

store

should

take

full

responsib