選擇填空題（每題10分，共5題）—Hello,isthatSailMovingCompany?選擇一項：Yes,thisisJackspeaking.Thanksforcalling.WhatcanwedoforyouYes,I'mJack.Thanksforcalling.WhatcanwedoforyouYes,speaking.WhatcanIdoforyou反饋你的回答不對時解析：本題考核“接聽電話”的交際用語。在接聽電話時，當?shù)谝徽f話人問對方與否是某人/單位，聽者應明確闡明自己是誰。B選項“我是杰克”應說成ThisisJack而并非IamJack;C選項沒有說接電話時是誰，不對時。因此答案是A。對口勺答案是：Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?選擇一項：uWecangiveyoua10%discountSorry,wearenotavailablethesedays*Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove反饋你的回答對時解析：本題考核“計算費用”的交際用語。第一說話人問搬辦公用品怎樣計算費用，選項A表達給10%的優(yōu)惠；選項B表達近來幾天不以便；選項C表達費用取決于目的地所在的樓層、兩個場所之間的距離以及要搬運的家俱的數(shù)量，因此答案是C。對的答案是：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomoveCustomersoftenremaintoabusinessthathasexcellentserviceeveniftheirpricesarehigh.選擇一項:A.loyalB.loyallycC.loyalty反饋你的回答對時譯文：一家店若提供上乘時服務，就算價錢高一點，顧客們也一般會保持對其忠誠。解析：remain是系動詞，背面需要跟形容詞。loyal是形容詞，意為“忠誠的".loyally是副詞；loyalty是名詞；因此答案是A。對的答案是：loyalCustomerswon'tfindstoreclerkssittingaround.選擇一項：廣watchingTVorplayingcardstowatchTVorplaycardswatchingTVortoplaycards反饋你的回答對時譯文：顧客不會發(fā)現(xiàn)商店職工閑坐著，看看電視或打打牌什么時。解析：目前分詞短語可作狀語表達伴隨。選項A“看電視、打牌”動作伴隨“閑坐”這個重要動作發(fā)生，選項B和C均有動詞不定式構造，因此答案是A。對的答案是：watchingTVorplayingcardsIfthingshave,thepersonyou'retalkingtowillwanttoknowthereasons.選擇一項：cgotup(iCgonewrongcturneddown反饋你的回答對時譯文：假如事情出了問題，跟你說話的人會想了解其中的原因。解析：getup意為“起床”，gowrong意為“出錯”，turndown意為“關小，調低；拒絕”，因此答案是B。對的答案是：gonewrong一Whatdoesthecustomer'scomplaintsay?選擇一項：Hesayshewillwriteusathank-youletterHesayshehasn'tgottenbackthemonitorforrepairsHewantstoknowwhetherwecouldgivehimadiscount反饋反饋你的回答對時解析：本題考核“問詢投訴”的交際用語。第一說話人問詢客戶投訴的內容，選項A說要給我們寫一封感謝信，這與投訴相悖；選項B說還未收到送來修理時顯示屏；選項C說想懂得與否可以給點折扣，所答非所問；因此答案是B。對的答案是：Hesayshehasn'tgottenbackthemonitorforrepairsSomeofthecustomers'complaintsseem.選擇一項：inacceptableunacceptableunaccepted反饋你的回答對時譯文：某些顧客的投訴看起來很難讓人接受。解析:inacceptable構詞有誤;unacceptable意為"難以接受時不能容忍時’unaccepted意為“未被接納時；被拒絕的”，因此答案是B。對的答案是：unacceptableLookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing選擇一項：uwhyaretheysayinghowaretheysayingwhattheyaresaying反饋你的回答對時譯文：直視顧客的眼睛意味著我們在聆聽，也聽到了他們所說的話。解析：hearing是及物動詞，背面跟的賓語從句，應該用陳說句語序。選項B和C都是倒裝語序，因此答案是C。對的答案是：whattheyaresayingIfanyofthearticlesaredamagedduringmove,youmaymakeaforcompensationwithourcompany.選擇一項:A.requestcB.demandC.claim你的回答不對時譯文：假如您的任何物品在搬運過程中損壞，您可以向我們企業(yè)規(guī)定賠償。解析：makearequest是有禮貌地或正式地提出規(guī)定，makeademand是義正詞嚴地提出規(guī)定，makeaclaim是認為有權利而提出索賠的規(guī)定，因此答案是C。對的答案是：claim—Whatisthedistancebetweenthenewbuildingandyouroffice?選擇一項：ItisneartothebusstopItisabout15kilometersItisveryclose反饋你的回答對時解析：本題考核“問詢地點”的交際用語。第一說話人問的是新辦公大樓和原有辦公室之間時距離，答語應該闡明詳細的距離。選項A說在公交車站附近；選項B說大概15公里，選項C說離得很近，因此答案是B。對的答案是：止isabout15kilometers—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?選擇一項：Well,IwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerserviceWhatdoyouthink?ButIhavenoideaThat'stheclient'sownproblem,Iguess反饋你的回答對時解析：本題考核“問詢原因”的交際用語。第一說話人問客戶時顯示屏送來三次才修好是什么原因，選項A直接回答了這個問題：“是不是近來的裁員影響了客服的質量”；選項B沒有回答原因，卻反問對方；選項C把責任推卸到客戶身上，不符合職場規(guī)范；因此答案是A。對的答案是：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservicethesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.選擇一項:WhateverWhenever(However反饋你的回答對時譯文：無論什么狀況下，都要保證不能讓客戶留有疑問。解析：這三個詞都可以引導讓步狀語從句。選項A表達“無論什么”，在此句中作表語；選項B表達“無論何時”；選項C表達“無論怎樣”，背面可接形容詞或副詞；因此答案是A。對的答案是：WhateverTheAmericanideaofcustomerserviceiseachcustomerthecenterofattention.選擇一項：made行tomaker「 .make反饋你的回答對時譯文：美式客服理念就是使每一位客戶都成為關注的中心。解析：不定式todo在句中做表語，表達詳細行為。選項A是被動語態(tài)形式，選項C是動詞原形，兩者在語義或句法構造上有誤，因此答案是B。對的答案是：tomakeThecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull.選擇一項：rA 何compensationcrepayCC.refund反饋你的回答對時譯文：客服代表常常會容許客戶更換其所購商品或者全額退款。解析：compensation意為“賠償”，repay意為“償還；回報”，refund意為“退款”，因此答案是C。對的答案是：refundSomestoresevenofferlanesforcustomerswith10itemsorlesstocheckoutquickly.選擇一項：pexpire（iCexpressr0 +exact反饋你的回答對時譯文某些商店甚至為購置10件或10件如下商品的客戶提供迅速付款通道以便迅速結賬。解析：expire意為“到期，失效"；express與lanes構成短語，意為“迅速通道”；exact意為“精確的，精確的”，因此答案是B。對的答案是：express閱讀理解/翻譯/完形填空（題型隨機）（共50分）Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing回答「D.offered ▼

Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.Topnotchservicewillcreate回答E-loyalty _| andareturning-I tobusinessestoday.-I tobusinessestoday.Excellentcustomerserviceis回答AvitalIt'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?Alwaysmakeyourcustomera回答1C-priority —I .Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonly回答B(yǎng)回答B(yǎng).optional▼;it'sarequirementforbusinessestosurvive.CustomerServiceTheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.回答feelspecial.回答IB.theAmericanideaofcustomerserviceWhencustomersgettoastore,theyaretreatedashonoredguests.Customersdon,tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon'thavetoaskhowmuchitemscost,sincepricesareclearlymarked.回答D-honoredguest ”Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.回答E-checkoutservice ZUInAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.回答A.satisfactionguaranteed ▼CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.回答C.customerloyalty ▼閱讀理解：根據(jù)文章內容，判斷正誤(每題10分)。TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon,tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.回答IF _ILeaveyourcustomerwithanunans