国家开放大学《商务英语4》形考任务（单元测试2）参考
答案
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 is the distance between the new building and your office? — _________________. A. It is near to the bus stop B. It is about 15 kilometers C. It is very close
3、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
4、The American idea of customer service is _________ each customer the center of attention.
A. made B. to make
C. make
5、Customers often remain _________ to a business that has excellent service even if their prices are high.
A. loyal B. loyally C. loyalty
6、 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 7、— 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
8、_________ the situation may be, make sure that you don't leave your customer with an unanswered question.
A. Whatever B. Whenever
C. However
9、If things have _________ , the person you're talking to will want to know the reasons.
A. got up B. gone wrong C. turned down
10、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
11、— How do you calculate the fee if we ask you to move the office furniture?
— _________________. A. We can give you a 10% discount B. Sorry, we are not available these days
C. The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move
12、If any of the articles are damaged during move, you may make a _________ for compensation with our company.
A. request B. demand
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