24春国开电大山东广播电视大学管理英语2Unit7 形考成绩单元自测7（10分）参考答案_1

Unit7 形考成绩_单元自测7（10分）0

Unit7 形考成绩_单元自测7（10分）0

国开形成性考核答案

试卷总分:100 得分:100国家开放大学作业答案

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.国家开放大学作业答案一网一平台答案

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.

答案:

3.—Hello, is that service center? The elevator of our apartment doesn’t work.

国家开放大学作业答案

— ? ? ? ? ? ? ? ? ? ? ?

A. Oh, I?don’t know what’s wrong with it.

B. Sorry, I’ll have it checked out at once.

C. Ok, I?see.

答案:

4.We ???????? ?it very much that you’ve come to give us a timely ride. Otherwise we would miss the train.

A. appreciate

B. expect渝粤题库

C. promise

答案:

5.They promised ???????? ?the car for us.

A. repairing

B. repaired一网一平台答案

C. to repaired

答案:国开形成性考核答案

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”。国家开放大学作业答案

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.

渝粤教育

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.

国开搜题

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.

?

1. Hotel customers and hotel staff think the same about breakfast.

2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.

3. It’s not necessary to know about the customers’ needs and preferences.

4. Questionnaires are useful in getting feedback from customers.

5. Front-line staff have nothing to do with improving customer service.国家开放大学作业答案

(1).

A. T国开形成性考核答案

B. F

答案:渝粤题库

(2).

A. T

B. F国开形成性考核答案渝粤题库

答案:

(3).

A. T国开形成性考核答案

B. F渝粤教育

答案:

(4).渝粤教育

A. T

B. F

答案:渝粤题库

(5).

A. T

B. F

答案: