“题目：— Hello, is that Sail Moving Company?
— _________________?
: Yes, this is Jack speaking. Thanks for calling. What can we do for you
; Yes, I’m Jack. Thanks for calling. What can we do for you
; Yes, speaking. What can I do for you”
“题目：— How do you calculate the fee if we ask you to move the office furniture?
— _________________.
: We can give you a 10% discount
; Sorry, we are not available these days
; The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move”
“题目：— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this?
— _________________.
: Well, I wonder whether the recent layoffs are affecting the quality of our customer service
; What do you think? But I have no idea
; That’s the client’s own problem, I guess”
“题目：— What does the customer’s complaint say?
— _________________.
: He says he will write us a thank-you letter
; He says he hasn’t gotten back the monitor for repairs
; He wants to know whether we could give him a discount”
“题目：— What is the distance between the new building and your office?
— _________________.
: It is near to the bus stop
; It is about 15 kilometers
; It is very close”
“题目：_________ the situation may be, make sure that you don’t leave your customer with an unanswered question.
: Whatever
; Whenever
; However”
“题目：Customers often remain _________ to a business that has excellent service even if their prices are high.
: loyal
; loyally
; loyalty”
“题目：Customers won’t find store clerks sitting around _________ .
: watching TV or playing cards
; to watch TV or play cards
; watching TV or to play cards”
“题目：If any of the articles are damaged during move, you may make a _________ for compensation with our company.
: request
; demand
; claim”
“题目：If things have _________ , the person you’re talking to will want to know the reasons.
: got up
; gone wrong
; turned down”
“题目：Looking your customers in the eye shows that we are listening to them and hearing _________ .
: why are they saying
; how are they saying
; what they are saying”
“题目：Some of the customers’ complaints seem _________ .
: inacceptable
; unacceptable
; unaccepted”
“题目：Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly.
: expire
; express
; exact”
“题目：The American idea of customer service is _________ each customer the center of attention.
: made
; to make
; make”
“题目：The customer service representative will often allow customers to exchange the product they bought or return it for a full _________ .
: compensation
; repay
; refund”
“翻译：为句子选择正确的翻译（每题10分）。
1. The American idea of custom service is to make each customer the center of attention.{A; B; C}
A. 美式客服理念认为每位客户都是关注的焦点。
B. 美国的客户都有以自己为中心的想法。
C. 美国的客户服务人员都有以客户为中心的想法。
2. Many products come with a money-back guarantee.{A; B; C}
A. 许多产品都要先付款得以保障。
B. 许多产品都有退款承诺。
C. 许多产品都要退款。
3. Make sure to look your customers in the eye.{A; B; C}
A.确保要把顾客像眼睛一样珍视。
B.确保把顾客看在眼睛里。
C.确保要直视顾客的眼睛。
4. Always look for ways to go above and beyond the expectations of your customers.{A; B; C}
A. 一定要想方设法，超越顾客的期望。
B. 一定要寻求在顾客期待之外的想法。
C. 总是要寻找达到顾客期望的方法。
5. The worst thing is that you discovered at the last moment there were missing parts in the order before shipment.{A; B; C}
A. 最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。
B. 最糟糕的事情是到了最后一刻还没有装船。
C. 最糟糕的事情是在装船前的最后一刻，你有所发现。”
“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 {A. vital; B. optional; C. priority; D. offered; E. loyalty} .
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 {A. vital; B. optional; C. priority; D. offered; E. loyalty} and a returning customer, which is what we all must strive for.
Excellent customer service is {A. vital; B. optional; C. priority; D. offered; E. loyalty} to businesses today. It’s a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer a {A. vital; B. optional; C. priority; D. offered; E. loyalty} . 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 {A. vital; B. optional; C. priority; D. offered; E. loyalty} ; it’s a requirement for businesses to survive.
选自：http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm
”
“阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。
CUSTOMER SERVICE
1. The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special.{A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service}
2. When customers get to a store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’t have to ask how much items cost, since prices are clearly marked.{A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service}
3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you and have a nice day” from the clerk.{A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service}
4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, “Your satisfaction is guaranteed”. So if there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.{A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service}
5. Customer service in America grows out of the belief that “the customer is always right”. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high.{A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service}
”
“阅读理解：根据文章内容，判断正误（每题10分）。
THE FEEL GOOD FACTOR IN CUSTOMER SERVICE
A 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 points are 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 unanswered question.
Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don’t care. Two of the most important aspects 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 inviting than 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 you are searching for.
1. The goal of customer service is to give customers an experience that meets their expectations.{T; F}
2. Leave your customer with an unanswered question is unacceptable.{T; F}
3. Both positive body language and negative body language are necessary in customer service.{T; F}
4. Eye contact is one of the most important aspects of positive body language.{T; F}
5. The underlined “going the extra mile to help them” in the last paragraph means “going a long way to help them”.{T; F}”
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