国开在线答案
- 2022-09-12 [单选] _________thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.
- 2022-09-12 [简答] 阅读理解：根据文章内容，判断正误（每题10分）。TheFeelGoodFactorinCustomerService 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.1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.2.Leaveyourcustomerwithanunansweredquestionisunacceptable.3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.
- 2022-09-12 [单选] Ifanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.
- 2022-09-12 [简答] 完形填空：选择正确答案，补全文章（每题10分）。 Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing . Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience. Topnotchservicewillcreate andareturningcustomer,whichiswhatweallmuststrivefor. Excellentcustomerserviceis tobusinessestoday.It'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?Alwaysmakeyourcustomera .Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonlybeforethesalebutafteraswell.Afterall,inathrivingbusinesscustomersarenot ;it'sarequirementforbusinessestosurvive. 选自：http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm
- 2022-09-12 [单选] —I'llbeawayonabusinesstrip.Wouldyoumindsigningformyexpressdelivery?—________________.
- 2022-09-12 [单选] —Okaythen,sotoconfirm:a6%discountbutyoupayalltheshippingandinstallationcosts.—____________.I'llcallyoutomorrow.
- 2022-09-12 [单选] Theywantedto______adiscussiononeconomics.
- 2022-09-12 [单选] Toattractinvestors,thegovernmenthas_____itstaxandlaborlaws.
- 2022-09-12 [单选] Inbusiness，whateveryoudo,donot____illegalbenefit.
- 2022-09-12 [简答] 完形填空：选择正确答案，补全文章（每题10分）。 Anotherexampleisreadingnon-verbalcommunication. readthenon-verbalcommunicationofanotherpersoncanbeagreatassetinthecommunicationprocess.Bybeingaware differentsignsandexpressions apersongivesverballyandnon-verbally,anegotiatorcanadjusthis/herapproachandthenegotiationcangosmoothly.If ,itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.Beingfamiliarwithanotherpersonhelpsyouto thedifferencesbetweenverbalandnon-verbalcommunicationwithinthenegotiationatmosphere.