甘肅廣播電視大學(xué)商務(wù)英語4Unit2 形考成績-單元自測2（10分）答案

1、試卷總分:100 得分:100一、選擇填空題（每題10分，共5題） What is the distance between the new building and your office? _.It is near to the bus stopIt is about 15 kilometersIt is very close答案:B2. What does the customers complaint say? _.He says he will write us a thank-you letterHe says he hasnt gotten back the monitor fo

2、r repairsHe wants to know whether we could give him a discount答案:B3.If things have _ , the person youre talking to will want to know the reasons.got upgone wrongturned down答案:B4.Some stores even offer _ lanes for customers with 10 items or less to checkout quickly.?expireexpressexact答案:B5.The custom

3、er service representative will often allow customers to exchange the product they bought or return it for a full _ .compensationrepayrefund答案:C二、閱讀理解/翻譯/完形填空（題型隨機）（共50分）6.閱讀理解：根據(jù)文章內(nèi)容，把每一段和其所談?wù)摰脑掝}相匹配（每題10分）。Customer ServiceThe American idea of customer service is to make each customer the center of a

4、ttention. And wherever you go, good customer service means making customers feel special.When customers get to a store, they are treated as honored guests. Customers dont usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help th

5、em find what they want. Customers usually dont have to ask how much items cost, since prices are clearly marked.When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lan

6、es for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you and have a nice day” from the clerk.In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, compu

7、ters or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, “Your satisfaction is guaranteed”. So if there is a problem with the product, customers can take it back. The customer service representative will often all

8、ow them to exchange the item or return it for a full refund.Customer service in America grows out of the belief that “the customer is always right”. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to

9、 a business that has excellent service even if their prices are high.?(1).satisfaction guaranteedthe American idea of customer servicecustomer loyaltyhonored guestcheckout service答案:B(2).satisfaction guaranteedthe American idea of customer servicecustomer loyaltyhonored guestcheckout service答案:D(3).satisfaction guaranteedthe American idea of customer servicecustomer loyaltyhonored guestcheckout service答案:E(4).satisfaction guaranteedthe American idea of customer servicecustomer lo