题目内容
（请给出正确答案）
A.I’ m really sorry about that.
B.I don’ t think it’ s hard.
C.You’ ll get it next time.
如果结果不匹配，请 联系老师 获取答案
更多“—Customer: We have ordered for…”相关的问题
From the last paragraph, we know that
A．the banks are notorious businesses.
B．never do business with the banks.
C．the banks have succeeded in getting back the profits.
D．due to high customer fees, the number of the account holders is decreasing.
A.will have
B.will be having
C.are having
D.will have had
We don't have sufficient resources to _______ our campaign for long.
A) survive
B) observe
C) sustain
D) maintain
When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy's Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even Offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm "thank you" from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. In that way, they don't have to carry heavy bags out to the car.
In America, customer service continues long after the sale. Many products come with a money-back guarantee, ff there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.
From the passage we know in America the principle of customer service is ______.
A．to be fast and convenient
B．to make customer the center of attention
C．to be the first in the world
D．to make the customer feel at home
You may have noticed how people who live or work closely together come to behave in a similar way. Unconsciously we copy those we are close to or love or admire. So a sportsman’s individual way of walking with raised shoulder is imitated by an admiring fan; a pair of lovers both shake their heads in the same way; an employee finds himself duplicating his boss's habit of wagging (摇摆) a pen between his fingers while thinking.
In every case, the influential person may not consciously notice the imitation, but he will feel comfortable in its presence. And if he does notice the matching of his gestures or movements, he finds it pleasing he is influencing people: they are drawn to him.
Sensitive people have been mirroring their friends and acquaintances all their lives, and winning affection and respect m this way without being aware of their methods. Now, for people who want to win agreement or trust, affection or sympathy. Some psychologists recommend the deliberate use of physical mirroring.
The clever saleswoman echoes her lady customer's movements, tilting her head in the same way to judge a color match, or folding her arms a few seconds after the customer, as though consciously attracted by her. The customer feels that the saleswoman is in sympathy with her, and understands her needs a promising relationship for a sale to take place.
The Clever lawyer, trying in la law-court to influence a judge, imitates the great man shrugging of his shoulders, the tone of his voice and the rhythm of his speech.
Of course, physical mirroring must be subtle. If you blind (眨眼) every time your target blinks, or bite your bottom lip every time he does, your mirroring has become mockery (嘲笑) and you can expect trouble. So, if you can't model sympathetically, don't play the game.
According to the passage, "physical mirroring" (line 4, paragraph 4) means ______.
A．the attraction to people with ideas, belief and interests like our own
B．the comfortable feeling about people with physical qualities similar to ours
C．the fact that people living or working closely together behave in a similar way
D．the imitation of the gestures or movements of those we are close to, or love, or admire
Part A
Directions: Read the following four texts. Answer the questions below each text by choosing A, B, C or D. (40 points)
The people who answer the phone get an endless stream of calls from people who are extremely upset that their electricity got turned off just because they failed to pay their bill for 297 months, or people asking questions like "Is it OK to operate an electric appliance while taking a bath？"
So let's say that you have a genuine problem with your electric bill. The people in "Customer Service" have no way of knowing that you're an intelligent, rational person. They're going to lump you in with the usual not-so-bright public. As far as they're concerned, the relevant facts, in any dispute between you and them, are these:
1. They have a bunch of electricity.
2. You need it.
3. So shut up.
This is why, more and more, the people in "Customer Service" won't even talk to you. They prefer to let you talk to the convenient Automatic Phone Answering System until such a time as you die of old age "... If your FIRST name has more than eight letters, and your LAST name begins with 'H' through 'L' press 251 NOW. If your first name has LESS than eight letters, and your last name contains at least two 'E' s, press 252 NOW. If your..."
So is there any way that you, the lowly consumer, can gain the serious attention of a large and powerful business？ I am pleased to report that there IS a way, which I found out about thanks to an alert reader who sent me a news report from Russia. According to this report, a Russian electric company got into a dispute with a customer and cut off the customer's electricity. This customer, however, happened to be a unit of the Russian Army. So the commander ordered a tank to drive over to the electric company's office and aim its gun at the windows. The electricity was turned right back on.
On behalf of consumers everywhere, I want to kiss this military commander on the lips. I mean, what a GREAT concept. Imagine, as a consumer, how much more seriously your complaint would he taken if you were complaining from inside a vehicle capable of reducing the entire "Customer Service" department to tiny smoking pieces. What I am saying is: Forget the Automated Phone Answering System. Get a tank.
Perhaps you are thinking: "But a tank costs several million dollars, not including floor mats. I don't have that kind of money."
Don't be silly. You're a consumer, right？ You have credit cards, right？
Perhaps you are thinking: "Yes, but how am I going to pay the credit-card company？"
Don't be silly. You have a tank, right？
From the first paragraph we may infer that ______.
A．the people who answer the phone are really very busy
B．some people don't know how to turn off electricity
C．some people don't know how to operate an electric appliance
D．some people are ignorant of their ridiculous behavior
Counter-offer
Joe, the representative of the buyer, is at Mr．Liang's office, discussing the offer with Mr．Liang.
Joe: Mr．Li, Thank you for your prompt offer．I have studied your offer carefully and consulted our home office．After investigating and comparing, we found that your price is about 5 percent higher than those offered by European Suppliers.
Liang: I hope you also should consider the quality of the goods as well．I'm sure you know very well that our product is made of pure silk．This, of course, increases the cost but promises the superior quality.
Joe: I will agree with you about the importance of quality．But 5 percent is a big difference which we can't not accept because that will leave us little benefit in the intense competition on the world market.
Hang: We can give you a 2 percent discount if your quantity can be adjusted up to 10 000 pieces．And we have confidence that even your selective customers will be satisfied with the fashionable design and superb quality of our goods.
Joe: I am afraid 2 percent is not enough for us to open a new market for your products．We believe 4 percent at least will make your product more competitive.
Liang: I'm afraid we can't give 4 percent reduction by all means．Considering you are a new customer, a 3 percent reduction is really the best we can do.
Joe: Well, Mr．Li, does this price include seaworthy packing？
Liang: The outer packing is for container transportation．That is the usual practice.
Joe: How long will this offer be valid？
Liang: Within one week.
Joe: I'll try to persuade our head office to accept the price with 3 percent discount and inform you of the answer at an early date.
Hang: We will await your good reply.
I: Tell me about yourself.
A: I was born and raised in Beijing．I attended Peking University and received my bachelor degree in Economics．I have worked for 2 years as a financial consultant in Beijing for China Pacific Insurance Co．Ltd．I enjoy playing tennis in my free time and learning foreign languages.
I: What type of position are you looking for7
A: I am looking for a position in which I can utilize my experience.
I: Are you interested in a full-time or part-time position？
A: I am more interested in a full-time position．However, I would also consider a part-time position.
I: Can you tell me about your responsibilities at your last job？
A: I advised customers on financial matters．After I consulted the customer, I completed a customer inquiry form and catalogued the information in our database．I then collaborated with colleagues to prepare the best possible package for the client．The clients were then presented with a summarized report on their financial activities that I formulated on a quarterly basis.
I: What is your greatest strength？
A: I am an excellent communicator．People trust me and come to me for advice．One afternoon, my colleague was involved with a troublesome customer who felt he was not being served well．I made the customer a cup of coffee and invited both my colleague and the client to my desk where we solved the problem together.
I: What is your greatest weakness？
A: I tend to spend too much time making sure the customer is satisfied．However, I began setting time-limits for myself.
I: Why do you want to work for our company？
A: After following your firm's progress for the last 3 years, I am convinced that your company is becoming one of the market leaders and I would like to be a part of that team.
I: When can you begin？
A: Immediately.
Part A
Directions: Read the following four texts. Answer the questions below each text by choosing A, B, C or D. (40 points)
For years Internet merchants have poured millions of dollars into new technologies to make their sites easier to use. So why aren't online customers happier？
Customer satisfaction levels have remained almost flat through the last several years. The problem, according to Larry Freed, chief executive of a consulting and research firm called ForeSee Results, is not so much that consumers have ignored the many improvements made in recent years. Rather, he said, they still expect more from Internet shopping than it has delivered.
"If we walk into a local store, we don't expect that experience to be better than it was a couple years ago", Mr. Freed said. "But we expect sites to be better. The bar goes up every year". In ForeSee's latest survey, released last month, just five e-commerce sites registered scores higher than 80 out of 100, and no site scored higher than 85. It was much the same story a year ago, when just five scored higher than 80, with no site surpassing 85. "Scores have inched up over time for the best e-commerce companies, but the overall numbers haven't moved drastically", Mr. Freed said. "At the same time though, if you don't do anything you see your scores drop steadily".
That dynamic has been a challenge for online merchants and investors, who a decade ago envisioned Internet stores as relatively inexpensive (and therefore extremely profitable) operations. Now some observers predict a future where online retailers will essentially adopt something like the QVC model, with sales staff pitching the site's merchandise with polished video presentations, produced in a high-tech television studio.
QVC.com is evolving in that direction. The Web site, which sold more than $1 billion in merchandise' in 2006, has for the last five years let visitors watch a live feed of the network's broadcast. But in recent months, QVC.com has also given visitors the chance to watch archives of entire shows, and in the coming months visitors will be able to find more video segments from recent shows, featuring individual products that remain in stock. Bob Myers, senior vice president of QVC.com, said the Web site's video salesmanship is especially effective when combined with detailed product information, customer reviews and multiple photographs.
About eight months ago, for instance, a customer said that she could not determine the size of a handbag from the photographs on the site because she could not tell the height of the model who was holding it. Within two weeks the site tested and introduced a new system, showing the bags with women of three different heights. The results were immediate: women who saw the new photographs bought the bags at least 10 percent more frequently than those who had not.
Still, Mr. Myers said, video is a critically important element to sales. "E-commerce started with television commerce", he said. "The sites who engage and entertain customers will be winning here in the near future". Such a prospect is not necessarily daunting to other e-commerce executives. Gordon Magee, head of Internet marketing for Drs. Foster & Smith, based in a Rhinelander, Wis. said a transition to video "will be seamless for us". The company, Mr. Magee said, has in recent weeks discussed putting some of its product on video "so customers could see a 360-degree view they don't have to manipulate themselves.
Larry Freed attributed low customer satisfaction to the fact that
A．consumers often failed to see the efforts made by Internet shops.
B．customers' expectations exceed what the Internet shops are offering.
C．consumer cognitive levels do not rise as easily as sellers believe.
D．customers expect Internet merchants to invest even more heavily.
on, to, from, at, against, ensure, receipt, insure, refund, for, meet, meet with
Dear Sirs,
Re: Our Order No．1001 for 2 000 Washing Machines
We wish to refer you(1)our order No．1001 for 2000 Washing Machines Little Swan Brand, automatic Washing Machines,(2)which you will see that this order is placed(3)CFR basis.
As we now desire to have the shipment insured(4)your end．We shall be pleased if you will arrange to(5)the goods on our behalf(6)All Risks at invoice value 1000000 plus 10% i．e．RMB 1100000.
We shall of course to(7)you the premium upon(8)of your debit note or, if you like, you may draw on us at sight(9)the amount required.
We sincerely hope that our request will(10)your approval.
Yours faithfully,
