国开04018-管理英语2-任务7-辅导资料.doc

国开04018-治理英语2-任务7-辅导材料 国开04018-治理英语2-任务7参考答案说明：假设课程标题是随机的，请按CTRL+F在题库中逐一搜索每一道题的答案特别说明请细心：课程的标题每学期都可能更换，因此请细心核对是不是您需要的标题再下载！标题1：Hello, is that service center? The elevator of our apartment doesnt work.: Oh, Idont know whats wrong with it.; Sorry, Ill have it checked out at once.; Ok, Isee.参考答案：Sorry, Ill have it checked out at once.标题2：Why do you look unhappy. Whats the matter?.: Im satisfied with the good performance of the radio Ive just bought.; Im glad to have bought this radio at such a price.; Im rather disappointed with the poor quality of the radio Ive just bought.参考答案：Im rather disappointed with the poor quality of the radio Ive just bought.标题3：Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter: Im really sorry about that.; I dont think its hard.; Youll get it next time.参考答案：Im really sorry about that.标题4：We are under _to finish the task within such limited time.: line; pressure; expectation参考答案：pressure标题5：I dont know . Ijust arrived here two minutes ago.: whats going on; how is going on; who is going on参考答案：whats going on标题6：二、阅读理解：阅读下面的短文，按照文章内容从A、B、C三个选项中选出一个最正确选项。Imagine this situation: you have bought a faulty item from a shop and you take A. them; B. it; C. him back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, A. which; B. it; C. thatmakes you angrier, to the point perhaps where you start insulting the poor shop assistant. RESULT: This will do you no A. comments; B. interests; C. favours, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time A. as; B. if; C. when they may be powerless to take any action or provide you A. to; B. with; C. for a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.参考答案：子征询题1：B. it; 子征询题 2：A. which; 子征询题 3：C. favours; 子征询题 4：A. as; 子征询题 5：B. with标题7： Neither do I. Look at our community, it is such a mess.: Our service center dont offer much help for us.; Ireally dont think our service center is satisfying.; Im slightly satisfied with our service center.参考答案：Ireally dont think our service center is satisfying.标题8：?Thats great!: What are you going to eat at the Mexican restaurant; When are you going to dinner at the Mexican restaurant; How about going to dinner at the Mexican restaurant tonight参考答案：How about going to dinner at the Mexican restaurant tonight标题9：We feel with the inconvenience the service center brought us.: disappointed; worried; surprised参考答案：disappointed标题10：It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy.: suggesting a possible solution; suggest a possible solution; suggested a possible solution参考答案：suggesting a possible solution标题11：二、翻译：从以下A、B、C三个选项中选出与英文最适宜的中文翻译。1. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.A; B; CA. 焦点小组是顾客的代表，他们的工作是把你的需求和爱好提供应顾客。B. 焦点小组是顾客的代表，他们的工作是给顾客提供需求和爱好。C. 焦点小组是顾客的代表，他们的工作是给你提供他们的需求和爱好。2. Angry customers tend to aim their dissatisfaction and complaints at staff members.A; B; CA. 愤慨的顾客往往会把员工当做他们发泄不满和抱怨的目的。B. 愤慨的顾客打算把对员工的不满和抱怨当做目的。C. 愤慨的顾客趋向于把员工的不满和抱怨当成目的。3. You will do everything within your power to try and resolve the situation.A; B; CA. 你会在权利范围内尽一切努力处理征询题。B. 你会在意志范围内尽一切努力处理征询题。C. 你会在力量范围内尽一切努力处理征询题。4. Having patience with your customers and with yourself will go a long way in winning over hostile customers.A; B; CA. 对顾客和对本人有耐心将走特别长的路才能赢得生气的顾客对你工作的支持。B. 对顾客和对本人有耐心将在赢得生气的顾客对你工作的支持方面大有协助。C. 对顾客和对本人有耐心将会特别难赢得生气的顾客对你工作的支持。5. To communicate precisely what you want to say, you have to frequently need to define key words.A; B; CA. 要简明扼要地表达本意，就必须不断定义关键词。B. 只要定义频繁出现的关键词就能精确传达本意。C. 要精确表达你的本意，就必须不断定义关键词。参考答案：子征询题1：C; 子征询题 2：A; 子征询题 3：A; 子征询题 4：B; 子征询题 5：C标题12：The more information you can get,in your field.: the more competitive will you be; you will be the more competitive; the more competitiveyou will be参考答案：the more competitiveyou will be标题13：二、阅读理解：阅读下面的短文，按照文章内容进展推断，正确写T“错误写F“。Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how youre treated.3. Use a focus group.Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.4. Use questionnaires and surveys.This is one of the most well-established feedback techniques. When well-conducted, they usually work well.5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.You may deliver the best service in the world. But if it is not what people want, youre wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.1. Hotel customers and hotel staff think the same about breakfast.T; F2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.T; F3. Its not necessary to know about the customers needs and preferences. T; F4. Questionnaires are useful in getting feedback from customers.T; F5. Front-line staff have nothing to do with improving customer service.T; F参考答案：子征询题1：F; 子征询题 2：T; 子征询题 3：F; 子征询题 4：T; 子征询题 5：F标题14：The heating system of our apartment broke down so Imade a _ call to the community service center.: discussion; complaint; praise参考答案：complaint标题15：They promised the car for us.: repairing; repaired; to repaired参考答案：to repaired标题16：We it very much that youve come to give us a timely ride. Otherwise we would miss the train.: appreciate; expect; promise参考答案：appreciate标题17：二、阅读理解：阅读下面的短文，按照文章内容从A、B、C三个选项中选出一个最正确选项。Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth.Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care:Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.1. At whom do angry customers tend to aim their dissatisfaction and complaints? A; B; CA. staff membersB. company managersC. those who accompany them2. When a customer shouts rudely at you, you should A; B; C.A. argue back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer3. The underlined sentence Use your ears more than your mouth“ means A; B; C.A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.4. When dealing with an angry customer, which is NOT the right attitude?A; B; CA. Be concerned.B. Be patient.C. Be amused.5. Which of the following statements is true according to the passage?A; B; CA. When the customers complain, you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.参考答案：子征询题1：A; 子征询题 2：C; 子征询题 3：B; 子征询题 4：C; 子征询题 5：C标题18：Our workers have been checking the heating system since you called us. Iyou it will perform well soon.: argue; affect; assure参考答案：assure标题19：They since last night. They are about to finish the work.: are cleaning the system; have been cleaning the system; had cleaned the system参考答案：have been cleaning the system