国家开放大学《管理英语2》形考任务7参考答案

国家开放大学《管理英语2》形考任务1-8参考答案形考任务7一、选择填空：阅读下面的对话或句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项。1、—Whydoyoulookunhappy.What’sthematter?I’msatisfiedwiththegoodperformanceoftheradioI’vejustbought.I’mgladtohaveboughtthisradioatsuchaprice.I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.2、—Customer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?—Waiter:A.I’mreallysorryaboutthat.B.Idon’tthinkit’shard.C.You’llgetitnexttime.3、一?—That’sgreat!WhatareyougoingtoeatattheMexicanrestaurantWhenareyougoingtodinnerattheMexicanrestaurantHowaboutgoingtodinnerattheMexicanrestauranttonight4、TheheatingsystemofourapartmentbrokedownsoImadea calltothecommunityservicecenter.discussioncomplaintpraise5、Itisonlybyagreeingwiththeirviewpointandthatyouwillresolvethesituationandsendthecustomerawayhappy.A.suggestingapossiblesolutionsuggestapossiblesolutionsuggestedapossiblesolution二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“广错误写¥”。Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou’retreated.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you’rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.（F）Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.（T）It’snotnecessarytoknowaboutthecustomers’needsan