国开在线答案
- 2022-09-12 [简答] 翻译：为句子选择正确的翻译（每题10分）。1.TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.A.美式客服理念认为每位客户都是关注的焦点。B.美国的客户都有以自己为中心的想法。C.美国的客户服务人员都有以客户为中心的想法。2.Manyproductscomewithamoney-backguarantee.A.许多产品都要先付款得以保障。B.许多产品都有退款承诺。C.许多产品都要退款。3.Makesuretolookyourcustomersintheeye.A.确保要把顾客像眼睛一样珍视。B.确保把顾客看在眼睛里。C.确保要直视顾客的眼睛。4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.A.一定要想方设法，超越顾客的期望。B.一定要寻求在顾客期待之外的想法。C.总是要寻找达到顾客期望的方法。5.Theworstthingisthatyoudiscoveredatthelastmomentthereweremissingpartsintheorderbeforeshipment.A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。B.最糟糕的事情是到了最后一刻还没有装船。C.最糟糕的事情是在装船前的最后一刻，你有所发现。
- 2022-09-12 [单选] —Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.
- 2022-09-12 [单选] —Whatdoesthecustomer'scomplaintsay?—_________________.
- 2022-09-12 [单选] TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.
- 2022-09-12 [单选] Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.
- 2022-09-12 [单选] Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.
- 2022-09-12 [简答] 阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。CustomerService1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.
- 2022-09-12 [单选] —Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.
- 2022-09-12 [单选] Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull_________.
- 2022-09-12 [单选] Customerswon'tfindstoreclerkssittingaround_________.