国开形成性考核《管理英语(2)》单元自测(7)试题及答案.docx

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1、开形成性考核【管理英语(2】单元自测(7)试题及答案(整套相同，如遇顺序不同,Ctrl+F查找，祝同学们取得优异成绩！)7. Dealing with Complaints选择填空：阅读下面的对话或句子，从4 B、(:三个选项中选出一个能填入空白处的最 正确选项。题目 1、一 Why do you look unhappy. Whats the matter?一 (C).A ：rm satisfied with the good performance of the radio Ive just bought.B :Im glad to have bought this radio at su

2、ch a price.C :Im rather disappointed with the poor quality of the radio Ive just bought.题目 2、-(C)?Thats great!A :What are you going to eat at the Mexican restaurant:When are you going to dinner at the Mexican restaurantB :How about going to dinner at the Mexican restaurant tonight题目3、-(B)一 Neither d

3、o I. Look at our community, it is such a mess.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 center.题目 4、We feel ( A ) with the inconvenience the service center brought us.A :disappointedB: worriedC

4、:surprised题目 5、It is only by agreeing with their view point and ( A ) that you will resolve the situation and send the customer away happy.A isuggesting a possible solution:suggest a possible solutionB :suggested a possible solution题目6二、翻译：从以下A、B、C三个选项中选出与英文最适合的中文翻译。1. Focus groups are representativ

5、es of customers whose job is to provide you with information on their needs and preferences. ( C )A: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 complaints at staff members. (A)A:愤怒的顾客往往会把员工当做他们发

6、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 will go a long way in winning over hostile c

7、ustomers. ( B )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. ( C )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。选择填空：阅读下

8、面的对话或句子，从人B、(:三个选项中选出一个能填入空白处的最正 确选项。题目 1、- Hello, is that service center? The elevator of our apartment doesnt work.-(B):Oh, I dont know whats wrong with it.A :Sorry, Ill have it checked out at once.C: Ok, I see.题目 2、 - Customer: We have ordered for almost one hour. Why is it so hard to get our dis

9、hes ready in your restaurant?Waiter: ( A ):Im really sorry about that.A :I dont think its hard.B :Youll get it next time.题目 3、-(C)?Thats great!A :What are you going to eat at the Mexican restaurant:When are you going to dinner at the Mexican restaurantB :How about going to dinner at the Mexican rest

10、aurant tonight题目 4、Our workers have been checking the heating system since you called us. I ( C ) you it will perform well soon.A : argue: affectB :assure题 1=1 5、The more information you can get, ( C ) in your field.A :the more competitive will you be:you will be the more competitiveB :the more comp

11、etitive you will be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正确选项。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 you as an individual

12、. 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 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 th

13、e most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you 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 will be able to

14、understand why the customer is complaining, so that satisfactory steps 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 concern wi

15、ll win the customer over. There will be a significant change in their behaviour. Control your anger and be patient. Learn to relax 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 eve

16、ry situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.1. At whom do angry customers tend to aim their dissatisfaction and complaints? (A):staff membersA company managers:those who a

17、ccompany them2. When a customer shouts rudely at you, you should. ( C ):argue back and protect yourselfA :keep quiet and leave the customer alone:keep calm and listen carefully to the customer3. The underlined sentence ,zUse your ears more than your mouth means.(B):Your mouth is not more important f

18、or you than your ears.A :You should listen more than you speak.B :You should talk more than you listen.4. When dealing with an angry customer, which is NOT the right attitude?(C)A :Be concerned.B: Be patient.C :Be amused.5. Which of the following statements is true according to the passage? ( C ) A

19、: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. SS0 4、We are under ( B ) to finish the task within such limited time.A : line:pressureB :expectation题目 5 I dont know ( A

20、) . I just arrived here two minutes ago.A :whats going on:how is going onB :who is going on一、选择填空：阅读下面的对话或句子，从4 B、C三个选项中选出一个能填入空白处的最 正确选项。题目1、-(B)* Neither do I. Look at our community, it is such a mess.A :Our service center dont offer much help for us.B :I really dont think our service center is sa

21、tisfying.C :Im slightly satisfied with our service center.题目 2、Customer: We have ordered for almost one hour. Why is it sohard to get our dishes ready in your restaurant?一 Waiter: ( A ):Im really sorry about that.A :I dont think its hard.B :Youll get it next time.题目 3、一 Why do you look unhappy. What

22、s the matter? (C).A :Im satisfied with 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.题 1=1 4、The heating system of our apartment broke down so I made a ( B ) call to

23、the community service center.A :discussion:complaintB :praise题目 5、They promised ( C ) the car for us.A :repairing:repairedB :to repaired题目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；Feedback from your customers is very important. The more information you have from them, the more competitive you will be in

24、 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 bre

25、akfast 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 ca

26、n 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 questionnaires and surveys. This is one of the most well-established feedbac

27、k 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 custome

28、rs 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 techniques, and your service and product will improve overnight.1. Hotel customers

29、and hotel staff think the same about breakfast. ( X )A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. ( V )2. Its not necessary to know about the customers needs and preferences.(X)Questionnaires are useful in getting feedback from custom

30、ers. ( V )3. Front-line staff have nothing to do with improving customer service. ( X )一、选择填空：阅读下面的对话或句子，从4 B、(:三个选项中选出一个能填入空白处的最 正确选项。题目 1、一 Hello, is that service center? The elevator of our apartment doesnt work.-(B) o:Oh, I dont know whats wrong with it.A :Sorry, Ill have it checked out at once.

31、B : Ok, I see.题目 2、-(C)?一 Thats great!A :What are you going to eat at the Mexican restaurant:When are you going to dinner at the Mexican restaurantB :How about going to dinner at the Mexican restaurant tonight题 1=1 3、 Why do you look unhappy. Whats the matter?一 (C).A :Im satisfied with the good perf

32、ormance 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.题目 4、We ( A ) it very much that youve come to give us a timely ride. Otherwise we would miss the train.A :appreciateB: expectC: promi

33、se题目 5、They ( B ) since last night. They are about to finish the work, areA：（8）：cleaning the systemhave been cleaning the system had cleaned the system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正确选项。Imagine this situation: you have bought a faulty item from a shop and you take (B ) back to complain. Y

34、ou go directly to the shop assistant and tell them your problem. They say they cannot help you, ( A ) makes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULT: This will do you no ( C ), like getting any compensation, or even a refund. If you go directly to t

35、he first person you see within the organization you are complaining about, you may be wasting your time ( A ) they may be powerless to take any action or provide you ( B ) a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one w

36、ho has the authority to make decisions.解析：1 .这里考查的是代词的使用，此处代词所指代的内容是a faulty item,应该用代 词it来指代，所以选Bo.这里考查的是非限制性定语从句，非限制性定语从句要用连接代词which引 导，代指前面一句话的内容,所以选A。2 .这是一个推断题，推断前句生气或辱骂店员的结果是得不到例如补偿或者 退款这样的“好处”，dos：favours为固定搭配，意为“给某人带来好处”， 所以选G.这里考查的是连词的使用，即主从复合句的逻辑关系，两者是因果关系，所 以选A。3 .这里考杳的是介词的固定搭配,provide sB: with sth.意为“为某人提 供某 物”，所以选B。