《2022年7月1391國(guó)開(kāi)電大本科《商務(wù)英語(yǔ)4》期末考試試題及答案》由會(huì)員分享，可在線閱讀，更多相關(guān)《2022年7月1391國(guó)開(kāi)電大本科《商務(wù)英語(yǔ)4》期末考試試題及答案（4頁(yè)珍藏版）》請(qǐng)?jiān)谘b配圖網(wǎng)上搜索。
1、2022年7月1391國(guó)開(kāi)電大本科《商務(wù)英語(yǔ)4》期末考試試題及答案
20XX年7月1391國(guó)開(kāi)電大本科《商務(wù)英語(yǔ)4》期末考試試題及答案 一、交際用語(yǔ)(共計(jì)10分，每小題2分) 1-5題：根據(jù)對(duì)話內(nèi)容選擇恰當(dāng)?shù)倪x項(xiàng)，并將答案序號(hào)寫(xiě)在答題紙上。
Passage 2 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 Indi
2、cator(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：
K
3、now what products/service you are offering from back to front.In other words， bean 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 maybe， make sure that you
4、don＇t leave your customer with an unanswered question. Most of the munication that you relay to others is done through body language.If you have negative body language when you municate with others， it shows that you don＇t care.Two of the most important aspects of positive body language are smiling
5、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
6、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. 26.The goal of customer service is to give customers an experience that meets their expectations. [答案]F 27.
7、Leave your customer with an unanswered question is unacceptable. [答案]T 28.Both positive body language and negative body language are necessary in customer service. [答案]F 29.Eye contact is one of the most important aspects of positive body language. [答案]T 30.The underlined“going the extra mile to hel
8、p them”in the last paragraph means “going along way to help them”. [答案]F 四、寫(xiě)作(共計(jì)20分) 31.根據(jù)要求完成作文。
Please write an application letter for salary raise， according to the following information. (1) You are George， and your boss is Mr.Smith. (2) Your reasons for the letter. (3) Your expectation for th
9、e salary raise. 參考答案：
Dear Mr.Smith， As I approach my third year in the job， I find myself more dedicated， devoted and motivated than I ever was.I am thrilled to the fact that my efforts have been sensed and this will only result in enhanced performance.The performance review demonstrate show hard
10、 I have worked and how much mitment I am willing to put. I hope you agree with me that better performance and hard work should be rewarded.I hereby kindly ask you to consider a salary adjustment mensurate with my performance.I am willing to give more and would be grateful if my efforts can be acknowledged and consequently reflected with an appropriate change in my pay. Thank you. Sincerely， George
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2022年7月1391國(guó)開(kāi)電大本科《商務(wù)英語(yǔ)4》期末考試試題及答案
