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商务英语教程答案Key to Unit 11

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1、Key to Unit 11 Customer ServiceReading Reading 11.F 2. T 3.F 4. F 5.TReading 21.T 2. T 3. F 4. F 5. TPractical ExercisesSection 1I. Person A: 3, 1, 2, 6, 5, 4Person B: 2, 5, 1, 3, 4II. 1. a customer service representative2. replace it3. regular maintenance checks free of charge4. the warranty on this machine5. After the expiration of the guarantee6. The quality of our products is guaranteed.7. your after-sale service8. the most advanced technology9. charge for the repairs10. very popular with th

2、e young peopleIII. 1. B 2. A 3. C 4. A 5. B 6. C 7. B 8. A 9. B 10. A 11. AIV. 1.我们为给您带来不便道歉。2.我们很遗憾，损坏的主要原因是包装不良，没有被充分加固。3.我们已经就你们提出的索赔做了仔细研究。4.我们对你方遭受的损失深表歉意，同意向你们赔偿500美元。5.货运提单显示货物表面状况良好，因此，该损害我方并无责任。6.根据检查员报告，损坏是由于运输中操作不小心造成的。7.在线解决问题比致电客服中心成本低得多。8.由训练有素的人员提供优异的客户服务是我们成功的基础。9.客户服务有效地连接所有的物流活动。10.对于实行客户满意调查来说，最重要的事情是你得到答案以后怎么做。Section 2 I. Dialogue 11. Im a customer service representative. 2.it didnt produce cold. 3. Ill send a technician to repair it. 4. Please wait a moment. 5. Is tomorrow

3、morning convenient for you? 6. the repair is free of charge. Dialogue 2.1.May I have a few minutes of your time? 2. Im conducting a market research.3.I know your handbag. 4. Its not very convenient. 5.quite different from our previous ones. 6. may I have your occupation and address?II. Dialogue 11. A quilt. 2. There is a hole in the quilt. 3 .She didnt get her money back because the quilt was beyond three days.Dialogue 21. Last Friday. 2. If something is wrong with the computer within two months, he can bring it back. 3. For two years.III. 1.What can I do for you? 2.Whats wrong with it? 3.Im sorry to hear that.4. Ill be glad to change it for another one if you like. 5.Anything I can do for you? 6. No problem. 7. Its free of charge

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