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单元自测7（10分）答卷
单元自测7（10分）
试卷总分:100 得分:100
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. — ???????????????????????
— Neither do I. Look at our community, it is such a mess.
A. Our service center don’t offer much help for us.
B. I?really don’t think our service center is satisfying.
C. I’m slightly satisfied with our service center.
答案:
2.—Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?
—Waiter:? ? ? ? ? ? ? ? ? ? ?
A. I’m really sorry about that.
B. I don’t think it’s hard.
C. You’ll get it next time.国开形成性考核答案
答案:
3.—Why do you look unhappy. What’s the matter?，我们的目标是要做全覆盖、全正确的答案搜索服务。
—?????????????????????.
A. I’m satisfied with the good performance of the radio I’ve just bought.
B. I’m glad to have bought this radio at such a price.
C. I’m rather disappointed with the poor quality of the radio I’ve just bought.
答案:
一网一平台答案
4.Our workers have been checking the heating system since you called us. I??????????you it will perform well soon.
A. argue
B. affect
C. assure
答案:
5.They promised ?????????the car for us.国开形成性考核答案
A. repairing
B. repaired
C. to repaired
答案:
6.二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。，我们的目标是要做全覆盖、全正确的答案搜索服务。
Feedback from your customers is very important. 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 service 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 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 you’re 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 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 costly, 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, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
，我们的目标是要做全覆盖、全正确的答案搜索服务。
1. Hotel customers and hotel staff think the same about breakfast. 1
一网一平台答案
2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. 2
3. It’s not necessary to know about the customers’ needs and preferences. 3
4. Questionnaires are useful in getting feedback from customers. 4
5. Front-line staff have nothing to do with improving customer service. 5
(1).cloze Subject
A. T
B. F
答案:
(2).cloze Subject
A. T
B. F
答案:
(3).cloze Subject
A. T
B. F国开形成性考核答案
答案:
(4).cloze Subject
A. T
B. F
答案:
(5).cloze Subject
A. T
B. F
答案: |
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发表于 2024-10-11 22:50:07
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