国家开放大学2022年秋学期《商务英语4》单元自测2[资料正确答案]

国家开放大学2022年秋学期《商务英语4》单元自测2[资料正确答案]单选题答案

正确选项:--------

单元自测2（10分）
试卷总分:100  得分:100
 
一、选择填空题（每题10分，共5题）
 
1.— What does the customer's complaint say
— _________________.
A.He says he will write us a thank-you letter
B.He says he hasn't gotten back the monitor for repairs
C.He wants to know whether we could give him a discount
 
2.— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this
— _________________.
A.Well, I wonder whether the recent layoffs are affecting the quality of our customer service
B.What do you think But I have no idea
C.That's the client's own problem, I guess
 
3.If any of the articles are damaged during move, you may make a _________ for compensation with our company.
A.request
B.demand
C.claim
 
4._________ the situation may be, make sure that you don't leave your customer with an unanswered question.
A.Whatever
B.Whenever
C.However
 
5.Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly.
A.expire
B.express
C.exact
 
 
二、阅读理解/翻译/完形填空（题型随机）（共50分）
 
6.阅读理解：根据文章内容，判断正误（每题10分）。
 The Feel Good Factor in Customer Service
 
 
　　A challenge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the “Feel Good Factor”. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:
　　Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say “I don’t know”, but it should always be followed up by “but let me find out” or possibly “but this person will be able to assist you”. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.
　　Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.
　　Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the “Feel Good Factor” that you are searching for.
 
 The goal of customer service is to give customers an experience that meets their expectations.   1   
 
2. Leave your customer with an unanswered question is unacceptable.   2   
 
3. Both positive body language and negative body language are necessary in customer service.   3   
 
4. Eye contact is one of the most important aspects of positive body language.   4   
 
5. The underlined “going the extra mile to help them” in the last paragraph means “going a long way to help them”.   5
(1).__1__
A.T
B.F
(2).__2__
A.T
B.F
(3).__3__
A.T
B.F
(4).__4__
A.T
B.F
(5).__5__
A.T
B.F
 

国家开放大学2022年秋学期《商务英语4》单元自测2[资料正确答案]奥鹏资讯分享：

国家开放大学2022年秋学期《商务英语4》单元自测2[资料正确答案]相关练习题：
系统稳定与否由系统特征根的实部决定。

根据五种竞争力量模型，在新加入者的障碍中，决定进入障碍大小的主要因素有（）等方面。

拔出法不会对原结构或构件造成局部损伤。（ ）

 室内装饰材料分为（）。

计算机的硬件系统由五大部分组成，下列各项中不属于这五大部分的是______：

造成程序编码错误的主要原因有以下四种：目标和任务不明确、系统设计差错、程序审计说明书错误、程序语法或逻辑错误

电位器或电阻传感器按特性不同，可分为()。

物业管理区域内按照规划建设的公共建筑和共用设施，不得改变用途。业主依法确需改变公共建筑和共用设施用途的，应当在依法办理有关手续后告知（ ）。

推荐：奥鹏教育（https://www.open.com.cn/）。奥鹏教育是教育部门批准的公共服务体系，已与40多所重点大学合作，学历教育招生专业180多个，在全国建立了1800多个校外学习...

最早提出“公害”一词的是（ ）、

算法的确定性是指算法中每一条指令必须有确切的含义,确保不会产生二义性。并且,在任何条件下,算法只有唯一的一条执行路径,即对于相同的输入只能得出相同的输出。

下列哪种条件下，政府应减少公共部门支出（）

幼儿文学是成人与幼儿共读的文学。

申请注册的商标,凡符合商标权法有关规定的,由商标局核准注册,予以公告。

“物料经理向生产副总汇报；监督库管员、采购员”。这句话属于（ ）。

常见的绩效评估的标准有四种，其中“有哪些定量的数据可以用来对结果进行评估？”属于绩效评估的（? ）标准。

 各类砌体轴心抗压强度主要取决于块体和砂浆的抗压强度（）

东财《公关社交礼仪》在线作业二-0009

投资活动现金流量若为正，可能说明企业处于衰退期或缺少投资机会。（）

在应用BCG矩阵进行战略选择时，对于幼童象限的经营单位，可以采用（   ）战略。