单元自测2（10分）
试卷总分:100 得分:100
答案 ＋V ❤ aopengyan
答案 ＋V ❤ aopengyan
一、选择填空题（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、阅读理解/翻译/完形填空（题型随机）（共50分）
6.阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（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
单元自测3（10分）
试卷总分:100 得分:100
一、选择填空题（每题10分，共5题）
1.— Could you be so kind as to turn down that rock “n” roll? I'm preparing for tomorrow's meeting report.
— ______________.
A.It's none of you business
B.No, I don't think so
C.Sure. Sorry to disturb you
2.—I'll be away on a business trip. Would you mind signing for my express delivery?
—________________.
A.have no time
B.I'd rather not
C.I'd be happy to
3.They wanted to ______ a discussion on economics.
A.initiative
B.initiate
C.initial
4.When the rest of the room ______ emotional, stay cool and use logic to negotiate and close.
A.get
B.gets
C.got
5.We can't manage that ____ you pay for the installation.?
A.if
B.until
C.unless
二、阅读理解/翻译/完形填空（题型随机）（共50分）
6.阅读理解：根据文章内容，判断正误（每题10分）。
The Golden Rules of Negotiating
The art of negotiating is a difficult skill for most of us, even good salespeople. Here are three golden rules for you to follow:
Always Start the Negotiations.
You must initiate the process. This is because whoever controls the start of the negotiations tends to control where they end. If you let the other party start negotiations, you will be constantly giving up control, often without even realizing it. For instance, when you ask someone what his project budget is, you are allowing him to start the negotiations. You will then spend your time chasing his number rather than finding the best solution. So, never let the other party control the negotiations.
2. Always Negotiate in Writing.
The purpose of negotiations is to arrive at a formal written agreement, not tell a story or spend time talking. From the first moment you begin a proposal, you should create a document and take it to the client. It will include all the points of agreement and become real to the prospective customer. Negotiating first and then having to create a document adds unnecessary time to a transaction. But if you build your written agreement as you negotiate, you are prepared to ask for a signature the moment the decision to buy is made.
3. Always Stay Cool.
The negotiation table can be loaded with agendas, egos and emotions. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes insanely invested in personal agendas and useless emotions. Crying, getting angry and blowing off steam may make you feel good, but such behavior will not benefit you while negotiating. When the rest of the room gets emotional, stay cool and use logic to negotiate and close.
1. If you let the other party start negotiations, you will be completely grasp the control, often without even realizing it. 1
2. So, never let both parties control the negotiations. 2
3. Negotiating first and then having to create a document doesn’t need necessary time to a transaction. 3
4. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes wild or helpless during the negotiation. 4
5. When the rest of the room gets out of control, stay cool and use logic to negotiate and close. 5
(1).__1__
A.T
B.F
(2).__2__
A.T
B.F
(3).__3__
A.T
B.F
(4).__4__
A.T
B.F
(5).__5__
A.T
B.F |
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