北京开放大学24秋商务英语4单元自测2（10分）【标准答案】

周老师

单元自测2（10分）
        试卷总分:100 得分:100
       
        一、挑选填空题（每题10分，共5题）
       
        1.— Hello, is that Sail Moving Company?
        — _________________?
        A.Yes, this is Jack speaking. Thanks for calling. What can we do for you
        B.Yes, I'm Jack. Thanks for calling. What can we do for you
        C.Yes, speaking. What can I do for you
       
        2.— What does the customer's complaint say?
        — _________________.
        A.He says he will write us a thank-you letter
        B.He says he hasn't gotten back the monitor for repairs
        C.He wants to know whether we could give him a discount
       
        3.The customer service representative will often allow customers to exchange the product they bought or return it for a full _________ .
        A.compensation
        B.repay
        C.refund
       
        4.Customers won't find store clerks sitting around _________ .
        A.watching TV or playing cards
        B.to watch TV or play cards
        C.watching TV or to play cards
       
        5.If any of the articles are damaged during move, you may make a _________ for compensation with our company.
        A.request
        B.demand
        C.claim
       
       
        二、阅览了解/翻译/完形填空（题型随机）（共50分）
       
        6.阅览了解：依据文章内容，把每一段和其所议论的论题相匹配（每题10分）。
        Customer Service
       
       
        The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special. 1
       
        2. When customers get to a store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’t have to ask how much items cost, since prices are clearly marked. 2
       
        3. 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 lanes 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. 3
       
        4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers 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 allow them to exchange the item or return it for a full refund. 4
       
        5. 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 a business that has excellent service even if their prices are high. 5
       
        ?
       
        ?
        (1).__1__
        A.satisfaction guaranteed
        B.the American idea of customer service
        C.customer loyalty
        D.honored guest
        E.checkout service
        (2).__2__
        A.satisfaction guaranteed
        B.the American idea of customer service
        C.customer loyalty
        D.honored guest
        E.checkout service
        (3).__3__
        A.satisfaction guaranteed
        B.the American idea of customer service
        C.customer loyalty
        D.honored guest
        E.checkout service
        (4).__4__
        A.satisfaction guaranteed
        B.the American idea of customer service
        C.customer loyalty
        D.honored guest
        E.checkout service
        (5).__5__
        A.satisfaction guaranteed
        B.the American idea of customer service
        C.customer loyalty
        D.honored guest
        E.checkout service