国家开放大学《管理英语2》形考任务1-8参考答案
形考任务7
一、选择填空：阅读下面的对话或句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项。
1、—Why do you look unhappy. What’s the matter? — .
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.
2、—Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant? —Waiter: A. I’m really sorry about that. B. I don’t think it’s hard. C. You’ll get it next time. 3、— ? —That’s great!
A. What are you going to eat at the Mexican restaurant B. When are you going to dinner at the Mexican restaurant
C. How about going to dinner at the Mexican restaurant tonight 4、The heating system of our apartment broke down so I made a ______ call to the community service center.
A. discussion B. complaint C. praise
5、It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy.
A. suggesting a possible solution B. suggest a possible solution C. suggested a possible solution
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”。
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
1. Hotel customers and hotel staff think the same about breakfast.（F）
2. A good or bad experience of a customer in a wheelchair in your
shop shows whether your service is good or not.（T）
3. It’s not necessary to know about the customers’ needs and preferences. （F）
4. Questionnaires are useful in getting feedback from customers.（T） 5. Front-line staff have nothing to do with improving customer service.（F）
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