国家开放大学电大一网一平台《管理英语2》一体化考试机考形考任务7及8题库答案.docx
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1、国家开放大学电大一网一平台管理英语2 一体化考试机考形考任务7及8题库答案形考任务7题库一、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。试 题 1 Neither do I. Look at our community,it is such a mess.选择一项:A.Our service center dont offer much help for us.B.I really dont think our service center is satisfying.C.Im slightly satisfied with our service c
2、enter.试 题 2Hello,is that service center? The elevator of our apartment doesnt work.一 选择一项:A.Oh,I dont know whats wrong with it.B.Sorry,Ill have it checked out at once.C.Ok,I see.试 题 3Customer:We have ordered for almost one hour. Why is it so hard to get our dishes readyin your restaurant?Waiter:选择一项
3、:A.Im really sorry about that.B.I dont think its hard.C.You11 get it next time.试 题 4We are under to finish the task within such limited time.选择一项:A.lineB. pressureC.expectation试 题 5The more information you can get, in your field.选择一项:A.the more competitive will you beB.you will be the more competiti
4、veC. the more competitive you will be试 题 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。Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about
5、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 a few guidelines to helpyou develop your own personal strategy for dealing with angry customers:Never argue back. You must stay calm and aim to satisfy the c
6、ustomer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution thatyou will resolve 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 w
7、ill be able to understand why the customer is complaining,so that satisfactorysteps can be taken.Show that you care:Use every opportunity 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
8、 concern will win the customer over. There will be a significant changein their behaviour.Control your anger and be patient. Learn to relax and calm yourself. Having patience withyour customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very usefu
9、l in every situation in life and you can successfullytackle hostile circumstances by following them. If you follow the above tips,you are on yourway to succeeding in your career.1. At whom do angry customers tend to aim their dissatisfaction and complaints?( )A. staff membersB. company managersC. th
10、ose who accompany them2. When a customer shouts rudely at you, you should( ).A. argue back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer3. The underlined sentence “Use your ears more than your mouth” means( ).A. Your mouth is not more
11、 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 with an angry customer,which is NOT the right attitude?( )A. Be concerned.B. Be patient.C. Be amused.5. Which of the following statements is true according to the passag
12、e?( )A. When the customers complain, you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.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。试 题 1Why do you look unhappy. Whats the matter?一 选择一项:A.Im satisfied w
13、ith the good performance of the radio Ive just bought.B.Im glad to have bought this radio at such a price.C.Im rather disappointed with the poor quality of the radio Ive just bought.试 题 2一. ?Thats great!选择一项:A.What are you going to eat at the Mexican restaurantB.When are you going to dinner at the M
14、exican restaurantC.How about going to dinner at the Mexican restaurant tonight试题3Customer:We have ordered for almost one hour. Why is it so hard to get our dishes readyin your restaurant?Waiter:选择一项:A.Im really sorry about that.B.I dont think its hard.C.Youl1 get it next time.试题4Our workers have bee
15、n checking the heating system since you called us. I you itwill perform well soon.选择一项:A.argueB.affectC.assure试 题 5They since last night. They are about to finish the work.选择一项:A.are cleaning the systemB.have been cleaning the systemC.had cleaned the system试 题 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
16、”。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 whatthe customers think of your business.1. Ask your customers directly and cater to their wishes. This is the simple
17、st way to findout what people want from your service or product. When hotel customers are asked what they wantfor their breakfast and then the hotel staff are asked what they think the customer wants,theanswers are quite different.2. Be a customer yourself and find out what your customers experience
18、 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 youre treated.3.Use a focus group. Focus groups are representatives of customers whose job is to provideyou with informati
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