1.(单选题)—Hello,isthatservicecenterTheelevatorofourapartmentdoesn’twork.
—
A.Oh, Idon’t know what’s wrong with it.
B.Sorry, I’ll have it checked out at once.
C.Ok, Isee.
正确
2.(单选题)—Whydoyoulookunhappy.What’sthematter
—.
A.I’m satisfied with the good performance of the radio I’ve just bought.
B.I’m glad to have bought this radio at such a price.
C.I’m rather disappointed with the poor quality of the radio I’ve just bought.
正确
3.(单选题)—
—NeitherdoI.Lookatourcommunity,itissuchamess.
A.Our service center don’t offer much help for us.
B.Ireally don’t think our service center is satisfying.
C.I’m slightly satisfied with our service center.
正确
4.(单选题)Ourworkershavebeencheckingtheheatingsystemsinceyoucalledus.Iyouitwillperformwellsoon.
A.argue
B.affect
C.assure
正确
5.(单选题)Theysincelastnight.Theyareabouttofinishthework.
A.are cleaning the system
B.have been cleaning the system
C.had cleaned the system
正确
二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem,themorecompetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.1.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants,theanswersarequitedifferent.2.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexample,youcanactasoneofthecustomersinawheelchair,andseehowyou’retreated.3.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.4.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted,theyusuallyworkwell.5.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable,aswellastheleastcostly,ofyourcustomerfeedbacksources.Theircommunicationwiththecustomerswillbecomeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant,you’rewastingyourtime.Implementone,two,threeoralloftheabovetechniques,andyourserviceandproductwillimproveovernight.1.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.《在此填空1》2.Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.《在此填空2》3.It’snotnecessarytoknowaboutthecustomers’needsandpreferences.《在此填空3》4.Questionnairesareusefulingettingfeedbackfromcustomers.《在此填空4》5.Front-linestaffhavenothingtodowithimprovingcustomerservice.《在此填空5》
1.
A.T
B.F
2.
A.T
B.F
3.
A.T
B.F
4.
A.T
B.F
5.
A.T
B.F
正确答案：1：F、2：T、3：F、4：T、5：F
