2020 商务英语-案例篇(西南财经大学)1461884444 最新满分章节测试答案

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本课程起止时间为:2020-09-21到2021-04-06
本篇答案更新状态:已完结

Unit 8 Customer Service Unit 8 Quiz

1、 问题:The quality of the customer service of Southwest Airlines is ensured through the efforts made by _______.
选项：
A:the President
B:the high-level managers
C:the employees
D:all the above
答案: 【all the above】

2、 问题:The concept _____ explains the close relationship between providing quality customer service and achieving impressive profits.
选项：
A:”think local, act local”
B:”speed-to-market”
C:”service-profit chain”
D:”external environment analysis”
答案: 【“service-profit chain”】

3、 问题:The drawbacks of automated customer service might include ______.
选项：
A:limited service time
B:lacking flexibility
C:requiring a large number of employees
D:requiring much attention from managers
答案: 【lacking flexibility】

4、 问题:According to the principal analyst of Forrester Research, companies are now investing more on __.
选项：
A:training employees
B:attracting suppliers
C:establishing overseas operations
D:negotiating with government officials
答案: 【training employees】

5、 问题:The luxurious employee training offered by the Four Seasons Hotels is called ___.
选项：
A:”study tour”
B:”familiarization stay”
C:”academic conference”
D:”package holiday”
答案: 【“familiarization stay”】

6、 问题:How do you account for the company’s alarmingly high staff____?
选项：
A:satisfaction
B:morale
C:turnover
D:asset
答案: 【turnover】

7、 问题:Kids who develop affective and cognitive __ form healthy relationships and argue less with their parents, research shows.
选项：
A:empathy
B:sponsorship
C:credibility
D:marketing
答案: 【empathy】

8、 问题:We had a chance to consult and __ our diplomatic efforts and approaches with France.
选项：
A:diminish
B:coordinate
C:profit
D:target
答案: 【coordinate】

9、 问题:____difficulties, please do not hesitate to contact our Customer Service Department.
选项：
A:Although
B:Because
C:In the event of
D:Nevertheless
答案: 【In the event of 】

10、 问题:When you work at the____, you should be prepared to deal with emergencies.
选项：
A:research
B:segment
C:frontline
D:household
答案: 【frontline】

11、 问题:The company decided to _ a Spanish manager as the president of the company.
选项：
A:appoint
B:chart
C:retail
D:coerce
答案: 【appoint】

12、 问题:Southwest Airlines mailed gifts to passengers after the flight delay in order to settle customer complaints.
选项：
A:正确
B:错误
答案: 【错误】
分析：【Southwest Airlines proactively sent out gifts according to their own standards of customer service and showed their care.】

13、 问题:Most companies nowadays compete not only over product prices but more importantly on the quality of customer service.
选项：
A:正确
B:错误
答案: 【正确】

14、 问题:The model of homeshoring is often adopted to attract experienced and educated customer service employees due to its high flexibility and low commuting costs.
选项：
A:正确
B:错误
答案: 【正确】

15、 问题:The free product-loaner program created by Cabela’s would not only perk up employees but also help them better empathize with the product issues that customers might have.
选项：
A:正确
B:错误
答案: 【正确】

Unit 3 E-Commerce Unit 3 Quiz

1、 问题:The sales of a particular company in a market, expressed as a percentage of the total sales is called .
选项：
A:market value
B: market share
C:market price
D:market cap
答案: 【 market share】

2、 问题:Online chat is a way of communicating by sending text messages to people in the same chat-room           real-time.
选项：
A:in
B:of
C:by
D:at
答案: 【in】

3、 问题:Which one is NOT the reason that some people think it convenient to shop online?
选项：
A:They can stay home to buy things.
B:They can buy things at any time they like.
C:They think they can get lower prices on the Internet.
D:They can find free things they want.
答案: 【They can find free things they want.】

4、 问题:The online stores
选项：
A:must try to attract those who never use the Internet.
B:must collect everyone’s credit card information.
C:must prevent customers’ credit card information from being stolen.
D:must have branches.
答案: 【must try to attract those who never use the Internet.】

5、 问题:E-commerce has witnessed a          growth all over the world these years.
选项：
A:fixed
B:great
C:steady
D:moderate
答案: 【great】

6、 问题:Letters are usually delivered by a postman whereas E-mails are sent through        .
选项：
A:a modem
B:the software
C:the internet
D:a search engine
答案: 【the internet】

7、 问题:The popular Chinese name for a search engine is
选项：
A:搜索引擎
B:搜索发动机
C:搜查引擎
D:搜查发动机
答案: 【搜索引擎】

8、 问题:To snag new customers and keep the old ones remembering you vividly, seriously plan to launch a newsletter, and send it to all prospects and customers on a basis.
选项：
A:seldom
B:accidental
C:regular
D:long
答案: 【regular】

9、 问题:A computer             is someone who tries to break into computer systems, especially in order to get secret information.
选项：
A:worker