1、國開04012商務(wù)英語4Unit2Selftest參考答案說明：如果課程題目是隨機(jī)的，請按CTRLF在題庫中逐一搜索每一道題的答案特殊說明請仔細(xì)：課程的題目每學(xué)期都可能更換，所以請仔細(xì)核對是不是您需要的題目再下載?。。?！題目1：—Whatisthedistancebetweenthenewbuildingyouroffice—_________________.:ItisneartothebusstopItisabout15kilome

2、tersItisveryclose參考答案：Itisabout15kilometers題目2：—HelloisthatSailMovingCompany—_________________:YesthisisJackspeaking.Thanksfcalling.WhatcanwedofyouYesImJack.Thanksfcalling.WhatcanwedofyouYesspeaking.WhatcanIdofyou參考答案：Ye

3、sthisisJackspeaking.Thanksfcalling.Whatcanwedofyou題目3：Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtreturnitfafull_________.:compensationrepayrefund參考答案：refund題目4：Ifthingshave______

4、___thepersonyouretalkingtowillwanttoknowthereasons.:gotupgonewrongturneddown參考答案：gonewrong題目5：Lookingyourcustomersintheeyeshowsthatwearelisteningtothemhearing_________.:whyaretheysayinghowaretheysayingwhattheyaresaying參考

5、答案：whattheyaresaying題目6：閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。THEFEELGOODFACTINCUSTOMERSERVICEAchallengeinwkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareasmeasuredbytherightKeyPerfmanceIndicat(KPI).Oneo

6、fthemostHewantstoknowwhetherwecouldgivehimadiscount參考答案：Hesayshehasntgottenbackthemonitfrepairs題目9：Somestesevenoffer_________lanesfcustomerswith10itemslesstocheckoutquickly.:expireexpressexact參考答案：express題目10：Customersof

7、tenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.:loyalloyallyloyalty參考答案：loyal題目11：TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.:madetomakemake參考答案：tomake題目12：翻

8、譯：為句子選擇正確的翻譯（每題10分）。1.TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.ABCA.美式客服理念認(rèn)為每位客戶都是關(guān)注的焦點(diǎn)。B.美國的客戶都有以自己為中心的想法。C.美國的客戶服務(wù)人員都有以客戶為中心的想法。2.Manyproductscomewithamoneybackguarantee.ABCA.許多產(chǎn)品都要先付款得以保障