PAGEPAGE12026春季學期國開電大本科《商務英語4》一平臺機考題庫說明：1.2025秋期機考考試題型已經(jīng)更新，去掉了第五大題寫作題型，新增加了第五大題翻譯題漢譯英和第六大題翻譯題英譯漢。2.資料整理于2026年2月，適用于2026春季及以后學期國家開放大學本科學員一平臺期末機考考試。第四大題閱讀理解判斷題題庫本大題共包含5小題，每小題4分，共計20分。閱讀短文，判斷句子正誤，正確選“T”,錯誤選“F”。首字音序A★Achallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,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.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答！！[判斷題]◆Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.[答案]F[判斷題]◆Leavingyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判斷題]◆Leaveyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判斷題]◆Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.[答案]F[判斷題]◆Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.[答案]T[判斷題]◆Yourcustomersaresatisfiedifanemployeegoestheextramiletohelpthem.[答案]T[判斷題]◆Theunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.[答案]F首字音序B★Businessesarestructuredindifferentwaystomeetdifferentneeds.Thesimplestformofbusinessiscalledanindividualorsoleproprietorship.Theproprietorownsallofthepropertyofthebusinessandisresponsibleforeverything.

Anotherkindofbusinessisapartnership.Twoormorepeoplegointobusinesstogether.Anagreementisusuallyneededtodecidehowmuchofthepartnershipeachpersoncontrols.Onekindofpartnershipiscalledalimitedliabilitypartnership.Therearefullpartnersandlimitedpartners.Limitedpartnersmaynotshareasmuchintheprofits,buttheyalsohavelessresponsibilityforthebusiness.

Doctors,lawyersandaccountantsoftenformpartnershipstosharetheirrisksandprofits.Ahusbandandwifecanformabusinesspartnershiptogether.Partnershipsexistonlyforaslongastheownersremainalive.Thesameistrueofindividualproprietorships.

Butcorporationsaredesignedtohaveanunlimitedlifetime.Acorporationisthemostcomplexkindofbusinessorganization.Corporationscansellstockasawaytoraisemoney.Stocksrepresentsharesofownershipinacompany.Investorswhobuystockcantradetheirsharesorkeepthemaslongasthecompanyisinbusiness.

Acorporationisrecognizedasanentity—itsownlegalbeing,separatefromitsowners.Aboardofdirectorscontrolscorporatepolicies.Thedirectorsappointtopcompanyofficers.Thedirectors

mightormightnotholdsharesinthecorporation.Corporationscanhaveafewmajorshareholders,orownershipcanbespreadamongthegeneralpublic.Butnotallcorporationsaretraditionalbusinessesthatsellstock.Somenon-profitgroupsarealsoorganizedascorporations.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答??！[判斷題]◆Thesimplestformofbusinessiscalledanindividualorsoleproprietorship.A.T[判斷題]◆Iftwoormorepeoplegointobusinesstogether,itiscalledpartnership.A.T[判斷題]◆Doctorsusuallyformanindividualproprietorship.B.F[判斷題]◆Acorporationisthemostcomplexkindofbusinessorganization.A.T[判斷題]◆Thedirectorswillsurelyholdsharesinthecorporation.B.F首字音序C★ChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear’soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup’sTmallandTaobaositeshadexceededthatoflastyear’sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It’snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答??！綜合題(20.0分)[判斷題]◆Onlineretailersseizedthespecialdaytoincreasesales.A.T[判斷題]◆Thousandsofconsumershaveboughtclothes,furniture,andhomedecorationitemsatdiscountprices.A.T[判斷題]◆Friendsandcolleaguesprobablygreetedeachotherandexchangedtalesofbargainsafterthespecialdayofbuying.A.T[判斷題]◆Thereisnosimilarshoppingdayinothercountries.B.F[判斷題]◆Itcanbelearnedfromthepassagethate-commerceispopular.A.T首字音序I★Ifyouwanttobecomeafranchisee,thetipsbelowcanhelpyoutofindtheperfectopportunity.Befocusedonyourpreference.Onthestageofdecision-making,thebottomlineis:Don’truleoutabusinesswithoutlearningorseeingwhattheday-to-daywilllooklike.Forinstance,thinkaboutamomreturningtotheworkforcewhoknowsshewantstointeractwithchildrenonadailybasis.Amongthehundredsofoptionsthere,sheneedstodecideifshewouldliketobehandsonasateacherorifshewouldrathermanageafacilitythattutorschildreninmath.Decidingbetweenthetwoiseasyifsheconsiderswhichday-to-daypositionshewouldpreferandhowthatwillimpactherothergoals.Beproactivewithyourresearch.Afteryou’vedeterminedwhatroleyouwantinafranchise,it’simportanttostartresearchingdifferentoptions.Physicallyvisitmanydifferentfranchiselocationsandbrowsethewebandthendeterminewhatwillbeafitinyourcommunity.Makesurethefranchiserhasexperience.Beforesigningontoafranchise,itisessentialtoaskthefranchiserabouttheexecutiveteamanditspastindustryexperience.Findoutifthecompanyleadershavehadsignificantexperienceatanotherfranchiseandarenowapplyingthatknowledgesuccessfully.Readthefranchisedisclosuredocumentcarefully.Thefirstthingtolookatishowmuchafranchisewouldcosttopurchase.Makesureyouhaveafinancialadviserwhocanlookatthatitemwithyouandseethetypeofprofitafranchiseecanmakeonaverage.It’salsoimportanttotakealookatthepost-terminationclauseintheagreementtomakesurethatwhenyouwanttoleavethebusiness,youknowthetermswellandyourinterestsareproperlyprotected.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答?。判斷題]◆Decideonabusinesswithlearningorseeingwhattheday-to-daywilllooklike.[答案]T[判斷題]◆Beforeyou’vedeterminedwhatroleyouwantinafranchise,it’stimetostartthebusiness.[答案]F[判斷題]◆Beforesigningontoafranchise,theessentialjobistoaskthefranchiserabouttheexecutiveteamanditspastindustryexperience.[答案]T[判斷題]◆Thefirstthingtolookatishowlongafranchisewouldtaketopurchase.[答案]F[判斷題]◆Tomakesurethatwhenyouwanttoleavethebusiness,youhavemadeenoughmoneyandyouaresatisfiedwiththat.[答案]F首字音序M★Manyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller’schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon’thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller’schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon’tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答?。判斷題]◆Itisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers’checks.[答案]T[判斷題]◆Therearenosignaturesoftravellerswhohaveboughtthechecks.[答案]F[判斷題]◆Quiteafewtravellersliketobuythechecks.[答案]T[判斷題]◆Travellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit.[答案]T[判斷題]◆Banksandtravelservicesarereluctanttoprovidetravellers’checks.[答案]F首字音序O★ONLINESHOPPINGSPREESETSRECORDChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear’soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup’sTmallandTaobaositeshadexceededthatoflastyear’sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It’snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答??！[判斷題]◆Onlineretailerstookholdoftheshoppingspreetoincreasesalessuccessfully.[答案]T[判斷題]◆ThefinalfigureofSinglesDayforthisyearreached19.1billionyuan.[答案]F[判斷題]◆CyberMondayisasimilareventintheGreatBritain.[答案]F[判斷題]◆Othere-commercesitesdidaswellasAlibabaGrouponSinglesDay.[答案]F[判斷題]◆JackMa’sgoaloftransactionsizeistoreach100billionyuaninseveralyears.[答案]T首字音序S★SUCCESSFULTEAMWORKANDTEAMBUILDINGTeambuildingskillsarecriticalforyoureffectivenessasamanagerorentrepreneur.Andevenifyouarenotinamanagementorleadershiproleyet,betterunderstandingofteamworkcanmakeyouamoreeffectiveemployeeandgiveyouanextraedgeinyourcorporateoffice.Teambuildingsuccessiswhenyourteamcanaccomplishsomethingmuchbiggerandworkmoreeffectivelythanagroupofthesameindividualsworkingontheirown.Therearetwocriticalfactorsinbuildingahighperformanceteam.Thefirstfactorinteameffectivenessisthediversityofskillsandpersonalities.Itmeanspeopleusetheirstrengthsinfull,butcancompensateforeachother’sweaknesses.Or,differentpersonalitytypesbalanceandcomplementeachother.Theothercriticalelementofteamworksuccessisthatalltheteameffortsaredirectedtowardsthesamecleargoals,theteamgoals.Thisreliesheavilyongoodcommunicationintheteamandharmonyinmemberrelationships.Inreallife,teamworksuccessrarelyhappensbyitselfiftherearenofocusedteambuildingeffortsoractivities.Thereissimplytoomuchroomforproblems.Forexample,differentpersonalitiesmaybuildupconflicts.Orevenworse,somepeoplewithsimilarpersonalitiesmaystartfightingforauthorityanddominanceincertainareasofexpertise.Eveniftheteamgoalsareclearandacceptedbyeveryone,theremaybenoteamcommitmenttothegroupgoals,ornoconsensusonthemeansofachievingthosegoals.Theremaybealackoftrustandopennesswhichmayblockthecriticalcommunicationandleadtolossofcoordinationintheindividualefforts.Thisiswhyeveryteamneedsagoodleaderwhoisabletodealwithallteamworkissues.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答?。判斷題]◆Teambuildingskillsarenotsocriticalifyouareonlyanemployee.[答案]F[判斷題]◆Toformahighperformanceteam,youneedmanyimportantfactors.[答案]F[判斷題]◆Agoodteamshouldhaveadiversityofpersonalities.[答案]T[判斷題]◆Teamworksuccessisquitecommoninpractice.[答案]F[判斷題]◆Tosolvealltheproblems,youneedacapableleader.[答案]T首字音序T★TEAMSPIRITTeamspiritcanmakeorbreakateam.Teammateswhohaveteamspiritarebetterabletoworktogetherandachieveteamgoals.Theyarealsomoresatisfiedwiththeirteamactivities.JohnWooden,aformerbasketballcoachatUCLA,said,Teamspiritmeansyouarewillingtosacrificepersonalconsiderationsforthewelfareofall.Thatdefinesateamplayer.Therearecertainskillsteammembersdevelopthatserveasgoodexamplesofteamspirit.COOPERATIONCooperatingissimplyworkingtogetherasteammatesforthegoodoftheteam.Cooperationisaskillthatteammemberscansharpenduringpractice.Forexample,basketballplayersmustpracticepassingtheballindifferentplaysandsituations.Teamefficiencyisdirectlyrelatedtothecooperationofitsmembers.Actingcooperativelyisagoodwaytoshowteamspiritbecausedoingsocontributestotheoverallsuccessoftheteam.MOTIVATIONTeammembersmustfulfiltheirdutieswiththeirfullefforts.Stayingmotivatedshowsteamspiritbecauseitshowsthatyouwanttheteamtodowell.Thisincludesbeingmotivatedtogiveyourbestinpracticeandincompetition,aswellasoutsideofteamactivities.Forexample,abaseballplayercanshowteamspiritbybeingmotivatedtopracticehisswingoutsideofpractice.RESPECTRespectforyourfellowteammembersisamust.Youcanshowrespecttoyourteammatesbytreatingeveryonefairlyandequally.Teammatesalsorespecteachotherbyallowingeveryonetoparticipate.Respectingfellowteammateskeepseveryoneinagoodmoodandencouragesoverallteamspirit.Forexample,peoplecanshowteamspiritthroughrespectbyencouragingotherteammemberswhomightbestruggling.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答??！[判斷題]◆Teamspiritcanmaketeammembersmoresatisfiedwiththeirteamactivities.A.T[判斷題]◆Workingtogetherenablesteammemberssharpentheskillofcooperationduringpractice.A.T[判斷題]◆Actingcooperativelycontributestotheoverallsuccessoftheteam.A.T[判斷題]◆Stayingmotivatedistogiveyourbestinpracticeonlyintheteam.B.F[判斷題]◆Respectcanbeshownbytreatingtheteamleaderdifferently.B.F★Thebalancesheetisproducedattheendofacompany’sfinancialyear,andisasnapshotofitsfinancialsituation.Itshowsthecompany’sassetsandliabilitiesatthatpointintime.Therearetwohalvestoabalancesheet.Thetophalfshowswherethemoneyisbeingusedinthebusiness(thenetassets),andthebottomhalfshowswherethismoneycamefrom(thecapitalemployed).Thetotalofeachhalfshouldbethesame,hencetheexpressionbalancesheet.Therearetwokindsofassets-long-termandshort-term.Thelong-termassetsareknownasfixedassets,andincludetheland,buildings,machineryandvehiclesthatareusedinconnectionwiththebusiness.Allfixedassetsexceptlandaredepreciatedastheywearoutovertime.Thetotalfixedassetsarethevalueofthefixedassets,lesstheaccumulateddepreciation.Theshort-termassetsareknownascurrentassets.andincludecash,stocksandreceivablesthatareduewithinoneyear.Thetophalfofthebalancesheetalsoincludesliabilities,thatis,alldebtsandobligationsowedbythebusinesstocreditors.Currentliabilitiesarethosedebtsthatmustbepaidwithintheyear,suchaswagesearnedbutnotyetpaid.Long-termliabilitiesmayincludemortgagesandotherloansthatwillnothavebeenpaidoffwithintheyear.Thetophalfofthebalancesheetthereforeconsistsofthetotaloffixedandcurrentassets,lessthecurrentandlong-termliabilities,givingthenetassets.Thebottomhalfofthebalancesheetshowswherethismoneycamefrom.Foralimitedcompany.thiswillincludethemoneyraisedbyissuingshares,andisknownasthesharecapital.Thebusinessmayalsohaveplowedsomeofthemoneybackintobuildingupthebusiness.Thisiscalledretainedprofit.Thebottomhalfofthebalancesheetthereforeconsistsofthetotalofsharecapitalandretainedprofits,givingthecapitalemployed.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答！！[判斷題]◆Thetophalfofabalancesheetshowswherethemoneyisbeingusedinthebusiness.[答案]T[判斷題]◆Allfixedassetsaredepreciatedastheywearoutovertime.[答案]F[判斷題]◆Theshort-termassetsareknownasfixedassets.[答案]F[判斷題]◆Currentliabilitiesarethosedebtsthatmustbepaidwithintheyear.[答案]T[判斷題]◆Themoneyplowedbackintobuildingupthebusinessiscalledretainedprofit.[答案]T★THREEAMERICANSWINNOBELECONOMICSPRIZE★TheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeineconomicstothreeAmericans,EugeneFama,LarsPeterHansenandRobertShilleronOct.14,2013.EugeneFamaandLarsPeterHansenarebothprofessorsattheUniversityofChicago.RobertShillerisaprofessoratYaleUniversity.Theywillsharetheprizeworthabout1.2milliondollars.Thisyear’sprizeineconomicsciencesisaboutpredictions.Allthreeofthisyear’sprizewinnersaremainlyknownfortheirresearchandexplanationsofpricingforcesinfinancialmarkets.Theyhavehadabiginfluenceonthewaypeoplelookatandtalkaboutfinancialmarkets.EugeneFama’sresearchonfinancialmarketsinthe1960sledmarketwatcherstochangetheirideasaboutinvesting.Hisideasarelinkedtothetheorythatmarketsareefficient,whichmeansmarketactorstakingallavailableinformationtocreatethecorrectpriceforthingsatanygiventime.Thisalsomeansthatovershortperiodsoftime,itisnotpossibletopredictprices.RobertShillerfound,however,thatoverlongperiods,theoppositeistrue.Itispossibletopredictthemovementofpricesandthatpricechangesarelinkedtohumanbehavior.Thefindingsofbotheconomistshaveledtothegrowthofindexfunds,investingmanydifferentsecuritiesasawaytoreducerisk.MrShilleralsohelpedtocreatetheStandard&Poor’sCase-Shillerhomepricesindex.ThatindexfollowshomepricesacrosstheUnitedStates.LarsPeterHansendevelopedamethodforstudyinghistoricalpricinginformation.HismethodsupportsMrShiller’sfindingsandhasinfluencedeffortstopredictpricesinthefinancialindustry.TheNobelPrizeineconomicswasnotcreatedbyAlfredNobel,butwasestablishedinhismemorybySweden’scentralbankin1968.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答?。判斷題]◆TheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeinelectronicstothreeAmericansin2013.B.F[判斷題]◆ThethreeAmericanswontheprizefortheirexplanationsofpricingforcesinfinancialmarkets.A.T[判斷題]◆EugeneFama’sresearchonfinancialmarketschangedhowmarketwatcherslookedatinvesting.A.T[判斷題]◆Thefindingsofbotheconomistshaveledtothegrowthofpriceprediction.B.F[判斷題]◆TheNobelPrizeineconomicswasestablishedinmemoryofAlfredNobel.A.T★TRAVELLER’SCHECKManyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller’schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon’thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller’schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon’tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答！！[判斷題]◆Itisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers’checks.[答案]T[判斷題]◆Therearenosignaturesoftravellerswhohaveboughtthechecks.[答案]F[判斷題]◆Quiteafewtravellersliketobuythechecks.[答案]T[判斷題]◆Travellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit.[答案]T[判斷題]◆Banksandtravelservicesarereluctanttoprovidetravellers’checks.[答案]F★THEFEELGOODFACTORINCUSTOMERSERVICEAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoastheFeelGoodFactor.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.ItisokaytosayIdon’tknow,butitshouldalwaysbefollowedupbybutletmefindoutorpossiblybutthispersonwillbeabletoassistyou.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon’tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththeFeelGoodFactorthatyouaresearchingfor.特別提醒：本題共5個小題，需要拉動答題框右邊的滾動條使5個試題顯示出來做答！！[判斷題]◆Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.[答案]F[判斷題]◆Leaveyourcustomerwithanunansweredquestionisunacceptable.[答案]T[判斷題]◆Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.[答案]F[判斷題]◆Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.[答案]T[判斷題]◆Theunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.[答案]F★THEGOLDENRULESOFNEGOTIATING★Theartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:1.ALWAYSSTARTTHENEGOTIATIONS.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.ALWAYSNEGOTIATEINWRITING.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.ALWAYSSTAYCOOL.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomes