国家开放大学电大《商务英语4》形考作业参考答案

《商务英语4》形考作业参考答案 作业一 一、选择题 1> — How would you like to go? 正确答案是： I* d like to fly to Frankfurt for a stay of two days 2、一Hey Kyle, guess what! The boss is sending me to Europe for a marketing seminar next month. —一You've been itching to go on a business trip for months. 正确答案是： Great! You must be happy. 3^ You can download and print off the online. 正确答案是： form 4、 Travellers, when the checks, have to sign the checks in the presence of the bank or service clerks. 正确答案是:buying 5、 The processing time per embassy. 正确答案是：varies 6、 一 What does the customer* s complaint say? . 正确答案是：He says he hasn't gotten back the monitor for repairs 7、 一 Hello, is that Sail Moving Company? — ? 正确答案是： Yes, this is Jack speaking. Thanks for calling. What can we do for you 8^ Customers often remain to a business that has excellent service even if their prices are high. 正确答案是：loyal 9、The customer service representative will of ten allow customers to exchange the product they bought or return it for a full . 正确答案是： refund 10、 the situation may be, make sure that you don't leave your customer with an unanswered question. 正确答案是« Whatever 二、 翻译题：为句子选择正确的翻译 1. Can you fill me in? 正确答案是：C.你能向我详细介绍一下吗？ 2. Not all restaurants accept the card. 正确答案是：B.并非所有酒店都接受此卡。 3. We used to have cash advances. 正确答案是：A.我们以前是预支现金 4. Let me know how you like living out of a suitcase. 正确答案是：B.到时候告诉我你是怎么带着旅行包生活的。 5. It is very profitable for the issuing offices to finance the funds they 正确答案是：A.对发行机构来说，发行旅行支票提供融资便利是有利可图的。 三、 阅读理解：根据文章内容，判断正误 The Feel Good Factor in Customer Service A chailenge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPT). One of the most important aspects of a customer service KPI is what is of ten referred to as the "Feel Good Factor". Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows: Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say ** I don* t know, but it should always be followed up by "but let me find out" or pcssibly “but this person will be able to assist you" . Whatever the situation may be, make sure that you don, t leave your customer with an unanswered question. Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown. Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the "Feel Good Factor" that you are searching for. 1. The goal of customer service is to give customers an experience that meets their expectations. 正确答案是：F 2. Leave your customer with an unanswered question is unacceptable. 正确答案是：T 3. Both positive body language and negative body language are necessary in customer service. 正确答案是：F 4. Eye contact is one of the most important aspects of positive body language. 正确答案是：T 5. The underlined "going the extra mile to help themw in the last paragraph means **going a long way to help them^^ . 正确答案是：F 作业二 一、选择题 1一Hello, this is Lucas Bowen. I'd 1 ike to order some machines. .When do you need them? 正确答案是：No problem 2、 一 Could you be so kind as to turn down that rock "n" roll? T m preparing for tomorrow's meeting report. • 正确答案是：Sure. Sorry to disturb you 3、 We can* t manage that you pay for the installation. 正确答案是：unless 4、 Their skill and has got them on the sales team. 正确答案是：enthusiasm 5、 In business, whatever you do, do not illegal benefit. 正确答案是:chase 6、 一How was your trip to London, Jane? 正确答案是：Oh, wonderful indeed 7> —I am going to ask for a pay rise. 正确答案是： I think you may talk to your boss 8、 While the other people and discussed the problem together, Ted i gnored them. 正确答案是： interacted 9、 The executive team have to hold an urgent meeting they see the bad market feedback. 正确答案是：because 10、 It should that franchising is one of the means available for getting investment money without giving up control of the chain operation and building a distribution system for servicing it. 正确答案是：be recognized 二、 翻译：为句子选择正确的翻译 1. By understanding how non-verbal communication works, a negotiator must be able to understand the information the other participants are giving out non-verbally. 正确答案是：A.通过理解非语言性交际如何起作用，谈判者一定能够理解其他 参与者透露的非语言性信息。 2. Loo