1、單元自測7（10分）試卷總分:100 得分:80一、選擇填空：閱讀下面的對話或句子，從A、B、C三個選項中選出一個能填入空白處的最佳選項。Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter:? ? ? ? ? ? ? ? ? ? ?Im really sorry about that.I dont think its hard.Youll get it next time.答案:A2.Hello, is that se

2、rvice center? The elevator of our apartment doesnt work.? ? ? ? ? ? ? ? ? ? ?Oh, I?dont know whats wrong with it.Sorry, Ill have it checked out at once.Ok, I?see.答案:B3.Why do you look unhappy. Whats the matter?.Im satisfied with the good performance of the radio Ive just bought.Im glad to have bough

3、t this radio at such a price.Im rather disappointed with the poor quality of the radio Ive just bought.答案:C4.We are under _?to finish the task within such limited time.linepressureexpectation答案:B5.The more information you can get,?in your field.?the more competitive will you beyou will be the more c

4、ompetitivethe more competitive?you will be?答案:C6.二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容進行判斷，正確寫“T”錯誤寫“F”。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 you

5、r business.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 a

6、re 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 youre treated.3. Use a focus gro

7、up.?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.5. Encourage your front-line staf

8、f 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 s

9、ervice 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.?Hotel customers and hotel staff think the same about breakfast. 1A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. 2Its not necessary to know about the customers needs and preferences. 3Questionnaires are useful in getting feedback f