国开04018管理英语2任务7辅导资料以及国开04019管理英语3任务5辅导资料Word文档下载推荐.docx
《国开04018管理英语2任务7辅导资料以及国开04019管理英语3任务5辅导资料Word文档下载推荐.docx》由会员分享，可在线阅读，更多相关《国开04018管理英语2任务7辅导资料以及国开04019管理英语3任务5辅导资料Word文档下载推荐.docx（8页珍藏版）》请在冰豆网上搜索。
I’mratherdisappointedwiththepoorqualityoftheradioI’vejustbought.
题目3：
—Customer:
Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?
—Waiter:
I’mreallysorryaboutthat.;
Idon’tthinkit’shard.;
You’llgetitnexttime.参考答案：
I’mreallysorryaboutthat.
题目4：
Weareunder______
tofinishthetaskwithinsuchlimitedtime.:
line;
pressure;
expectation参考答案：
pressure
题目5：
Idon’tknow
.I
justarrivedheretwominutesago.:
what’sgoingon;
howisgoingon;
whoisgoingon参考答案：
what’sgoingon
题目6：
二、阅读理解：
阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。
Imaginethissituation:
youhaveboughtafaultyitemfromashopandyoutake{A.them;
B.it;
C.him}backtocomplain.Yougodirectlytotheshopassistantandtellthemyourproblem.Theysaytheycannothelpyou,{A.which;
C.that}makesyouangrier,tothepointperhapswhereyoustartinsultingthepoorshopassistant.RESULT:
Thiswilldoyouno{A.comments;
B.interests;
C.favours},likegettinganycompensation,orevenarefund.Ifyougodirectlytothefirstpersonyouseewithintheorganizationyouarecomplainingabout,youmaybewastingyourtime{A.as;
B.if;
C.when}theymaybepowerlesstotakeanyactionorprovideyou{A.to;
B.with;
C.for}asolution.Sotheimportantlessontobelearntistomakesurefirstlythatyouarespeakingtotherelevantperson,theonewhohastheauthoritytomakedecisions.参考答案：
子问题
1：
B.it;
子问题2：
A.which;
子问题3：
C.favours;
子问题4：
A.as;
子问题5：
B.with
题目7：
—
NeitherdoI.Lookatourcommunity,itissuchamess.:
Ourservicecenterdon’toffermuchhelpforus.;
I
reallydon’tthinkourservicecenterissatisfying.;
I’mslightlysatisfiedwithourservicecenter.参考答案：
I
reallydon’tthinkourservicecenterissatisfying.
题目8：
?
—That’sgreat!
WhatareyougoingtoeatattheMexicanrestaurant;
WhenareyougoingtodinnerattheMexicanrestaurant;
HowaboutgoingtodinnerattheMexicanrestauranttonight参考答案：
HowaboutgoingtodinnerattheMexicanrestauranttonight
题目9：
Wefeel
withtheinconveniencetheservicecenterbroughtus.
disappointed;
worried;
surprised参考答案：
disappointed
题目10：
Itisonlybyagreeingwiththeirviewpointand
thatyouwillresolvethesituationandsendthecustomerawayhappy.
suggestingapossiblesolution;
suggestapossiblesolution;
suggestedapossiblesolution参考答案：
suggestingapossiblesolution
题目11：
二、翻译：
从以下A、B、C三个选项中选出与英文最适合的中文翻译。
1.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.{A;
B;
C}
A.焦点小组是顾客的代表，他们的工作是把你的需求和喜好提供给顾客。
B.焦点小组是顾客的代表，他们的工作是给顾客提供需求和喜好。
C.焦点小组是顾客的代表，他们的工作是给你提供他们的需求和喜好。
2.Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.{A;
A.愤怒的顾客往往会把员工当做他们发泄不满和抱怨的目标。
B.愤怒的顾客计划把对员工的不满和抱怨当做目标。
C.愤怒的顾客趋向于把员工的不满和抱怨当成目标。
3.Youwilldoeverythingwithinyourpowertotryandresolvethesituation.{A;
A.你会在权利范围内尽一切努力解决问题。
B.你会在意志范围内尽一切努力解决问题。
C.你会在力量范围内尽一切努力解决问题。
4.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.{A;
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支持。
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帮助。
C.对顾客和对自己有耐心将会很难赢得生气的顾客对你工作的支持。
5.Tocommunicatepreciselywhatyouwanttosay,youhavetofrequentlyneedtodefinekeywords.{A;
A.要简明扼要地表达本意，就必须不断定义关键词。
B.只要定义频繁出现的关键词就能准确传达本意。
C.要准确表达你的本意，就必须不断定义关键词。
参考答案：
C;
A;
B;
C
题目12：
Themoreinformationyoucanget,
inyourfield.
themorecompetitivewillyoube;
youwillbethemorecompetitive;
themorecompetitive
youwillbe
themorecompetitive
题目13：
阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。
Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.
1.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.
2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou’retreated.
3.Useafocusgroup.
Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.
4.Usequestionnairesandsurveys.
Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.
5.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.
Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you’rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.
1.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.{T;
F}
2.Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.{T;
3.It’snotnecessarytoknowaboutthecustomers’needsandpreferences.{T;
4.Questionnairesareusefulingettingfeedbackfromcustomers.{T;
5.Front-linestaffhavenothingtodowithimprovingcustomerservice.{T;
F}参考答案：
F;
T;
F
题目14：
TheheatingsystemofourapartmentbrokedownsoI
madea______calltothecommunityservicecenter.
discussion;
complaint;
praise参考答案：
complaint
题目15：
Theypromised
thecarforus.:
repairing;
repaired;
torepaired参考答案：
torepaired
题目16：
We
itverymuchthatyou’vecometogiveusatimelyride.Otherwisewewouldmissthetrain.:
appreciate;
expect;
promise参考答案：
appreciate
题目17：
Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:
Neverargueback.
Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.
Useyourearsmorethanyourmouth.
Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.
Showthatyoucare:
Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.
Controlyourangerandbepatient.
Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.
Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips,youareonyourwaytosucceedinginyourcareer.
1.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?
{A;
A.staffmembers
B.companymanagers
C.thosewhoaccompanythem
2.Whenacustomershoutsrudelyatyou,youshould{A;
C}.
A.arguebackandprotectyourself
B.keepquietandleavethecustomeralone
C.keepcalmandlistencarefullytothecustomer
3.Theunderlinedsentence“Useyourearsmorethanyourmouth”means{A;
A.Yourmouthisnotmoreimportantforyouthanyourears.
B.Youshouldlistenmorethanyouspeak.
C.Youshouldtalkmorethanyoulisten.
4.Whendealingwithanangrycustomer,whichisNOTtherightattitude?
{A;
A.Beconcerned.
B.Bepatient.
C.Beamused.
5.Whichofthefollowingstatementsistrueaccordingtothepassage?
A.Whenthecustomerscomplain,youneedn’tlistencarefully.
B.Youneedn’tsaysorrytothoseangrycustomers.
C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.参考答案：
题目18：
Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.I
youitwillperformwellsoon.:
argue;
affect;
assure参考答案：
assure
题目19：
They
sincelastnight.Theyareabouttofinishthework.
arecleaningthesystem;
havebeencleaningthesystem;
hadclean
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