奥鹏作业网单元自测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.— 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
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.If things have _________ , the person you’re talking to will want to know the reasons.
A.got up
B.gone wrong
C.turned down
4.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
5.Some of the customers’ complaints seem _________ .
A.inacceptable
B.unacceptable
C.unaccepted
二、阅读理解/翻译/完形填空（题型随机）（共50分）
6.完形填空：选择正确答案，补全文章（每题10分）。
Customer service is the service or care that a consumer receives before, during and after a purchase. It’s one of the factors that come in to play when a consumer is determining buying value, the other is the quality of the product or service that is being 1 .
Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience.
Top notch service will create 2 and a returning customer, which is what we all must strive for.
Excellent customer service is 3 to businesses today. It’s a component that is often missing, unfortunately. How do you provide great customer service Always make your customer a 4 . Greet them in a friendly manner, whether that be via telephone, email or in person.
Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not 5 ; it’s a requirement for businesses to survive.
选自：http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm
(1).__1__
A.vital
B.optional
C.priority
D.offered
E.loyalty国开电大答案请进：opzy.net或请联系微信：1095258436
(2).__2__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(3).__3__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(4).__4__
A.vital
B.optional
C.priority
D.offered
E.loyalty
(5).__5__
A.vital
B.optional
C.priority
D.offered
E.loyalty
奥鹏国开作业答案请进opzy.net或添加微信：1095258436
