商务英语4-Unit 2 Self-test-国开04012-参考资料请认真阅读一下说明然后下载：学校每学期有可能都要更换题库！请仔细核对是不是您需要的题目再下载！本文档的说明：下载完本文档后，请用WORD或WPS打开，然后按CTRL+F在题库中逐一搜索每一道题的答案，预祝您取得好成绩金！由金锄头账号：qq号1072066377电大奥鹏助学团队独家整理！仅在金锄头网上传!第1题 hello, is that sail moving company? _?A. Yes, this is Jack speaking. Thanks for calling. What can we do for you B. Yes, Im Jack. Thanks for calling. What can we do for you C. Yes, speaking. What can I do for you 正确答案是：Yes, this is Jack speaking. Thanks for calling. What can we do for you第2题 what does the customers complaint say? _.A. He says he will write us a thank-you letter B. He says he hasnt gotten back the monitor for repairs C. He wants to know whether we could give him a discount 正确答案是：He says he hasnt gotten back the monitor for repairs第3题 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. Thats the clients own problem, I guess 正确答案是：Well, I wonder whether the recent layoffs are affecting the quality of our customer service第4题 what is the distance between the new building and your office? _.A. It is near to the bus stop B. It is about 15 kilometers C. It is very close 正确答案是：It is about 15 kilometers第5题 how do you calculate the fee if we ask you to move the office furniture? _.A. We can give you a 10% discount B. Sorry, we are not available these days C. The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move 正确答案是：The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move第6题 if any of the articles are damaged during move, you may make a _ for compensation with our company.A. request B. demand C. claim 正确答案是：claim第7题 some stores even offer _ lanes for customers with 10 items or less to checkout quickly. A. expire B. express C. exact 正确答案是：express第8题 the customer service representative will often allow customers to exchange the product they bought or return it for a full _ .A. compensation B. repay C. refund 正确答案是：refund第9题 if things have _ , the person youre talking to will want to know the reasons.A. got up B. gone wrong C. turned down 正确答案是：gone wrong第10题 some of the customers complaints seem _ .A. inacceptable B. unacceptable C. unaccepted 正确答案是：unacceptable第11题 customers often remain _ to a business that has excellent service even if their prices are high. A. loyal B. loyally C. loyalty 正确答案是：loyal第12题 customers wont find store clerks sitting around _ .A. watching TV or playing cards B. to watch TV or play cards C. watching TV or to play cards 正确答案是：watching TV or playing cards第13题 looking your customers in the eye shows that we are listening to them and hearing _ .A. why are they saying B. how are they saying C. what they are saying 正确答案是：what they are saying第14题 the american idea of customer service is _ each customer the center of attention.A. made B. to make C. make 正确答案是：to make第15题 _ the situation may be, make sure that you dont leave your customer with an unanswered question.A. Whatever B. Whenever C. However 正确答案是：Whatever第16题 阅读理解：根据文章内容，判断正误（每题10分）。The Feel Good Factor in Customer ServiceA 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 dont 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 dont 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 dont 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