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1、单元自测2 （10分）试卷总分：100得分：100一、选择填空题（每题10分，共5题）1.一 The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this?A. Well, I wonder whether the recent layoffs are affecting the quality of our customer serviceWhat do you think? But I have no idea?CT
2、hats the client，s own problem, I guess答案:A2. 一 What does the customer，s complaint say?A. He says he will write us a thank-you letterHe says he hasn，t gotten back the monitor for repairsB. He wants to know whether we could give him a discount 答案:BLooking your customers in the eye shows that we are li
3、stening to them and hearing .A. why are they sayinghow are they sayingB. what they are saying 答案:CIf any of the articles are damaged during move, you may make a for compensation with our company.A.requestdemandB. claim 答案:C. Some stores even offer lanes for customers with 10 items or less to checkou
4、t quickly.?A.expireB.expressC. exact答案:B二、阅读理解/翻译/完形填空（题型随机）（共50分）.翻译：为句子选择正确的翻译（每题10分）。The American idea of custom service is to make each customer the center of attention. 1A.美式客服理念认为每位客户都是关注的焦点。B.美国的客户都有以自己为中心的想法。C.美国的客户服务人员都有以客户为中心的想法。2. Many products come with a money-back guarantee. 2A.许多产品都要先
5、付款得以保障。B.许多产品都有退款承诺。C.许多产品都要退款。3. Make sure to look your customers in the eye. 3A.确保要把顾客像眼睛一样珍视。B.确保把顾客看在眼睛里。C.确保要直视顾客的眼睛。4. Always look for ways to go above and beyond the expectations of your customers. 4一定要想方设法，超越顾客的期望。A. 一定要寻求在顾客期待之外的想法。C.总是要寻找达到顾客期望的方法。5. The worst thing is that you discovered at the last moment there were missing parts in the order before shipment. 5A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。B.最糟糕的事情是到了最后一刻还没有装船。C.最糟糕的事情是在装船前的最后一刻，你有所发现。._1_A. AB.BC.C 答案:A ._2 A. AB.BC.C 答案:B ._3 A. AB.BC.C答案:c(4) . _4A. AB. B C.C 答案:A (5). _5 A. AB.B C.C 答案:A