1、Im rather disappointed with the poor quality of the radio Ive just bought.题目3：Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter: Im really sorry about that.; I dont think its hard.; Youll get it next time.参考答案：Im really sorry about tha
2、t.题目4：We are under _to finish the task within such limited time.: line; pressure; expectation参考答案：pressure题目5：I dont know . Ijust arrived here two minutes ago.: whats going on; how is going on; who is going on参考答案：whats going on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。Imagine this situation: you
3、 have bought a faulty item from a shop and you take A. them; B. it; C. him back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, A. which; C. thatmakes you angrier, to the point perhaps where you start insulting the poor shop assistant. RE
4、SULT: This will do you no A. comments; B. interests; C. favours, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time A. as; B. if; C. when they may be powerless to take any act
5、ion or provide you A. to; B. with; C. for a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.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： Neither d
6、o I. Look at our community, it is such a mess.: Our service center dont offer much help for us.; Ireally dont think our service center is satisfying.; Im slightly satisfied with our service center.参考答案：Ireally dont think our service center is satisfying.题目8：?Thats great! What are you going to eat at
7、 the Mexican restaurant; When are you going to dinner at the Mexican restaurant; How about going to dinner at the Mexican restaurant tonight参考答案：How about going to dinner at the Mexican restaurant tonight题目9：We feel with the inconvenience the service center brought us. disappointed; worried; surpris
8、ed参考答案：disappointed题目10：It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy. suggesting a possible solution; suggest a possible solution; suggested a possible solution参考答案：suggesting a possible solution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
9、中文翻译。1. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.A; B; CA. 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. Angry customers tend to aim their dissatisfaction and complain
10、ts at staff members.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. You will do everything within your power to try and resolve the situation.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. Having patience with your customers and with yourself
11、will go a long way in winning over hostile customers.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. To communicate precisely what you want to say, you have to frequently need to define key words.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
12、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：The more information you can get,in your field. the more competitive will you be; you will be the more competitive; the more competitiveyou will bethe more competitive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”。Feedback from your customers is very important.
13、 The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your se
14、rvice or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.2. Be a customer yourself and find out what your customers experience when they use your service. This is one of
15、the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how youre treated.3. Use a focus group.Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.4. Use
16、questionnaires and surveys.This is one of the most well-established feedback techniques. When well-conducted, they usually work well.5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least cost
17、ly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.You may deliver the best service in the world. But if it is not what people want, youre wasting your time. Implement one, two, three or all of the above techniq
18、ues, and your service and product will improve overnight.1. Hotel customers and hotel staff think the same about breakfast.T; F2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.T;3. Its not necessary to know about the customers needs and
19、 preferences. T;4. Questionnaires are useful in getting feedback from customers.T;5. Front-line staff have nothing to do with improving customer service.T; F参考答案：F;T;F题目14：The heating system of our apartment broke down so Imade a _ call to the community service center. discussion; complaint; praise参
20、考答案：complaint题目15：They promised the car for us.: repairing; repaired; to repaired参考答案：to repaired题目16：We it very much that youve come to give us a timely ride. Otherwise we would miss the train.: appreciate; expect; promise参考答案：appreciate题目17：Angry customers tend to aim their dissatisfaction and com
21、plaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are
22、 a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will r
23、esolve the situation and send the customer away happy.Use your ears more than your mouth.Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care:Use every opportunity
24、to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to rel
25、ax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you
26、are on your way to succeeding in your career.1. At whom do angry customers tend to aim their dissatisfaction and complaints? A;A. staff membersB. company managersC. those who accompany them2. When a customer shouts rudely at you, you should A; C.A. argue back and protect yourselfB. keep quiet and le
27、ave the customer aloneC. keep calm and listen carefully to the customer3. The underlined sentence “Use your ears more than your mouth” means A;A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.4. When dealing w
28、ith an angry customer, which is NOT the right attitude?A;A. Be concerned.B. Be patient.C. Be amused.5. Which of the following statements is true according to the passage?A. When the customers complain, you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax y
29、ourself and try to understand the angry customers.参考答案：题目18：Our workers have been checking the heating system since you called us. Iyou it will perform well soon.: argue; affect; assure参考答案：assure题目19：They since last night. They are about to finish the work. are cleaning the system; have been cleaning the system; had clean
copyright@ 2008-2022 冰豆网网站版权所有
经营许可证编号:鄂ICP备2022015515号-1
升级会员 