《商务英语4》形考作业参考答案.docx

《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 days2 、—Hey Kyle,guess what!The boss is sending me to Europe for a marketingseminar next month.— You've been itching to go on a business trip formonths,正确答案是： Great!You must be happy.3 、You can download and print off the online.正确答案是： form4 、Travellers,when the checks,have to sign the checks inthe presence of the bank or service clerks.正确答案是： buying5 、The processing time per embassy.正确答案是： varies6 、—What does the customer's complaint say?正确答案是： He says he hasn't gotten back the monitor for repairs7 、—Hello,is that Sail Moving Company? ?正确答案是： Yes,this is Jack speaking.Thanks for calling.What can wedo for you8、Customers often remain to a business that has excellentservice even if their prices are high.正确答案是： loyal9 、The customer service representative will often allow customers toexchange the product they bought or return it for a full 正确答案是： refund10、 the situation may be,make sure that you don't leave yourcustomer 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 ServiceA 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 pointsare 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 unansweredquestionMost of the communication that you relay to others is done through body language.If you have negative body language when you communicatewith others,it shows that you don't care.Two of the most importantaspects 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 invitingthan 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 youare searching for.1.The goal of customer service is to give customers an experience thatmeets their expectations.正确答案是： F2.Leave your customer with an unanswered question is unacceptable.正确答案是： T3.Both positive body language and negative body language are necessaryin customer service.正确答案是： F4.Eye contact is one of the most important aspects of positive bodylanguage.正确答案是： T5.The underlined “going the extra mile to help them” in the lastparagraph means “going a long way to help them”.正确答案是： F作业二一、选择题1 、—Hello,this is Lucas Bowen.I'd like to order some machines.—— .When do you need them?正确答案是： No problem2 、—Could you be so kind as to turn down that rock“n”roll?I'm preparingfor tomorrow's meeting report.正确答案是： Sure.Sorry to disturb you3、We can't manage that you pay for the installation.正确答案是： unless4 、Their skill and has got them on the sales team.正确答案是： enthusiasm5 、In business,whatever you do,do not illegal benefit.正确答案是： chase6 、—How was your trip to London,Jane?正确答案是： Oh,wonderful indeed7 、—I am going to ask for a pay rise.正确答案是： I think you may talk to you。