3938国开电大专科《管理英语2》历年期末考试(第三题阅读理解判断题)及答案（26-30题）.docxVIP

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3938国开电大专科《管理英语2》历年期末考试(第三题阅读理解判断题)及答案（26-30题）.docx

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3938国开电大专科《管理英语2》历年期末考试(第三题阅读理解判断题)及答案（26-30题）请根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在答题纸上。 Passage 2 Feedback from your customers is very important.The more information you have from them， the more competitive you will be in your field.The following techniques will help you know what the customers think of your business. Ask your customers directly and cater to their wishes.This is the simplest way to find out what people want from your service or product.When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants， the answers are quite different. Be a customer yourself and find out what your customers experience when they use your service.This is one of the most obvious but underused ways forgetting feedback.For example， you can act as one of the customers in a wheelchair， and see how you＇re treated.Use a focus group.Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. Use questionnaires and surveys.This is one of the most well-established feedback techniques.When well-conducted，they usually work well. Encourage your front-line staff to build strong relationships with customers.Your front-line staff are the most resourceful and reliable，as well as the least costly，of your customer feedback sources.Their communication with the customers will become important information for improving customer care. You may deliver the best service in the world.But if it is not what people want，you＇re wasting your time.Implement one，two，three or all of the above techniques，and your service and product will improve overnight. 26.Hotel customers and hotel staff think the same about breakfast. [答案]F 27.A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. [答案]T 28.It＇s not necessary to know about the customers’ needs and preferences. [答案]F 29.Questionnaires are useful in getting feedb