《职场通用英语- 习题答案（于海霞）Unit 10 - 答案.docx》由会员分享，可在线阅读，更多相关《职场通用英语- 习题答案（于海霞）Unit 10 - 答案.docx（3页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、Unit 10Listening & SpeakingLLead-in.C 2. B 3. A 4.E 5.DI .Listening Comprehension(1) satisfied (2) instructions (3) upset (4) contact (5) fixLanguage in Use1. Tm having problemsas well as2. are busyThanks for3. right awaypossible answers)(1) crisis management (2) time management (3) after-sales serv
2、icefeedback service (5) help to beat competitors (6) helps to receive feedback(7) patient (8) responsibleIII. SpeakingA.(1) How can I help youIm calling about our latest order.(2) Wait for a secI will inform you no matter whether or not I can deal with it(3) Tm looking forward to your reply(possible
3、 answers)(1) Pm calling about the installation problemThe order number is 1234567(2) Yes, but I still can1 t figure it outTm looking forward to your replyReadingLanguage in Use1. Thank you for doing me such a great favordont screw it up this time2. we should remain true to our original aspiration an
4、d keep our mission firmly in mindresolving customer complaints3. in return for his helpExercisesA.1. A 2.B 3.B 4. A 5. C1. To properly and efficiently address customer complaints.2. Listen, Apologize, Solve the problem, Thank the customer.3. Internet, social media like facebook, twitter, forum, ever
5、y site online.4. Your patient attitude and fast-response ability to the complaints.5. Because you can bring back more positive attention and feedback from regular customers, which in return can bring more new-comers. Besides, you can also improve the quality of service.B. 1. resolve 2. address 3. co
6、mplaint 4. utilize 5. examined6. sensitive 7. overlook 8. satisfactory 9. warranty 10. reputationThe Story of ChinaLanguage in Usespare no effort to protect our environment1. instead of playing game all daySooner or later2. To sum upAs long as youre happyExercisesl.D 2.13.F4. G 5.H6. A 7. B 8. C 9.
7、J 10. El.B 2. B 3. A 4. B 5. AGrammar强调结构：A. A 2.D 3. B 4. C 5.CB. 1. that 2. It 3. What 4. that 5. do倒装句：A. .C 2.D 3. A 4. B 5.DB. Only at a stadium in Beijing will you see so many seats.1. Only then did he become aware of the dangers of the jungle.2. Not until 12 oclock did he go to bed last night
8、.3. Never have I seen such wonderful pictures in my life.4. Hardly had I got to Amsterdam when it began to snow.省略句：A. A 2. A 3. A 4. B 5. AB. Its a pity you cant operate a computer.1. Tom looked around as if in search of something.2. When in trouble, I always turn to her for help.3. My mom has trou
9、ble sleeping for several days.4. Til give you all I have.WritingA.l.T 2. F 3. F(for reference)Dear manager,I write this letter to you to make some complaints about the computer I bought in your store yesterday afternoon. Theres something wrong with it. That makes me extremely unhappy.The computer ca
10、nnot be properly shut down when I got it back to the office. When I click the shut down button, it seems that the machine gives no response. And Im so annoyed with it.Its obvious that you didnt carefully examine the machine before you sold it. I think your store should take full responsibility for selling me the defective machine. I insist that you give me a satisfactory reply. I do want you to give back my money as soon as possible.Yours sincerely,Li Hua