24秋国开电大贵州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

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

渝粤教育

试卷总分:100 得分:100渝粤题库

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。

1. —Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?

—Waiter: ? ? ? ? ? ? ? ? ? ? ?渝粤搜题

A. I’m really sorry about that.

B. I don’t think it’s hard.

C. You’ll get it next time.渝粤题库，我们的目标是要做全覆盖、全正确的答案搜索服务。

答案:

国开搜题

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

— ? ? ? ? ? ? ? ? ? ? ?

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:

3.—Why do you look unhappy. What’s the matter?

渝粤题库

— ????????????????????? .

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.渝粤教育

答案:

国家开放大学作业答案

4.Our workers have been checking the heating system since you called us. I? ???????? ?you it will perform well soon.国开形成性考核答案

A. argue

B. affect

C. assure渝粤搜题

答案:

5.It is only by agreeing with their view point and ???????? ?that you will resolve the situation and send the customer away happy. ?

A. suggesting a possible solution

B. suggest a possible solution

C. suggested a possible solution

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”。

渝粤题库

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.渝粤题库，我们的目标是要做全覆盖、全正确的答案搜索服务。

3. Use a focus group.?Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.国家开放大学作业答案

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.

?

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.国家开放大学作业答案

4. Questionnaires are useful in getting feedback from customers.

国家开放大学作业答案

5. Front-line staff have nothing to do with improving customer service.渝粤题库

(1).

A. T

B. F

答案:

(2).

A. T

B. F国开搜题

答案:渝粤教育

(3).

A. T渝粤教育

B. F一网一平台答案

答案:

(4).

A. T

B. F

答案:

(5).

A. T

B. F

答案: