单元自测2（10分）
试卷总分:100 得分:100
一、选择填空题（每题10分，共5题）
1.— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this?
— _________________.
A.Well, I wonder whether the recent layoffs are affecting the quality of our customer service
B.What do you think? But I have no idea?
C.That’s the client’s own problem, I guess
2.— 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
3._________ the situation may be, make sure that you don’t leave your customer with an unanswered question.
A.Whatever
B.Whenever
C.However
4.Some of the customers’ complaints seem _________ .
A.inacceptable
B.unacceptable
C.unaccepted
5.Looking your customers in the eye shows that we are listening to them and hearing _________ .
A.why are they saying
B.how are they saying
C.what they are saying
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 Feel Good Factor in Customer Service
A challenge 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 (KPI). One of the most important aspects of a customer service KPI is what is often 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 possibly “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.
The goal of customer service is to give customers an experience that meets their expectations. 1
2. Leave your customer with an unanswered question is unacceptable. 2
3. Both positive body language and negative body language are necessary in customer service. 3
4. Eye contact is one of the most important aspects of positive body language. 4
5. The underlined “going the extra mile to help them” in the last paragraph means “going a long way to help them”. 5
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(2).__2__奥鹏作业答案请进open5.net或请联系QQ/微信：18866732
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