国家开放大学电大《商务英语4》形考作业参考答案.docxVIP

《商务英语4》形考作业参考答案 作业一 一、选择题 1 — How would you like to go? 正确答案是： I* d like to fly to Frankfurt for a stay of two days 2、一Hey Kyle, guess what! The boss is sending me to Europe for a marketing seminar next month. —一Youve been itching to go on a business trip for months. 正确答案是： Great! You must be happy. 3^ You can download and print off the online. 正确答案是： form 4、 Travellers, when the checks, have to sign the checks in the presence of the bank or service clerks. 正确答案是:buying 5、 The processing time per embassy. 正确答案是：varies 6、 一 What does the customer* s complaint say? . 正确答案是：He says he hasnt gotten back the monitor for repairs 7、 一 Hello, is that Sail Moving Company? — ? 正确答案是： Yes, this is Jack speaking. Thanks for calling. What can we do for you 8^ Customers often remain to a business that has excellent service even if their prices are high. 正确答案是：loyal 9、The customer service representative will of ten allow customers to exchange the product they bought or return it for a full . 正确答案是： refund 10、 the situation may be, make sure that you dont leave your customer with an unanswered question. 正确答案是? Whatever 二、 翻译题：为句子选择正确的翻译 Can you fill me in? 正确答案是：C.你能向我详细介绍一下吗？ Not all restaurants accept the card. 正确答案是：B.并非所有酒店都接受此卡。 We used to have cash advances. 正确答案是：A.我们以前是预支现金 Let me know how you like living out of a suitcase. 正确答案是：B.到时候告诉我你是怎么带着旅行包生活的。 It is very profitable for the issuing offices to finance the funds they 正确答案是：A.对发行机构来说，发行旅行支票提供融资便利是有利可图的。 三、 阅读理解：根据文章内容，判断正误 The Feel Good Factor in Customer Service A chailenge 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 (KPT). One of the most important aspects of a customer service KPI is what is of ten 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