物流英语第7章答案

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1、Unit7.Text1IComprehensionQuestions1・Whydoescustomerserviceplayasignificantroleinthedevelopmentofenterprises?Customerserviceprovidestimeandplaceutilityinthetransferofgoodsandservicesbetweenbuyerandselle匚Inotherwords,thereisvalueuntiltheproductorserviceisinthehandsof

2、thecustomerorconsume匚2.Whatdoestheconceptcustomerservicemean?Customerserviceisimpacteduponbyagalaxyoffactorsincludingdeliveryfrequencyandreliability,stocklevelsandordercycletime.Indeeditcouldbesaidthatultimatelycustomerserviceisdeterminedbytheinteractionofallthosef

3、actorsthataffecttheprocessofmakingproductsandservicesavailabletothebuye匚3.Whatdobasicserviceandvalue-addedservicereferto?Basicservicereferstothebasicleveldeliveredtoallcustomers,whetherlessprofitableormostprofitable,theyshouldreceiveservicenotlowerthanthislevel.The

4、managementdevelopbasicserviceprogramonwhichtheycooperatewithallcustomers.Firmssometimesofferextraservicesuchasindividualizedpackagetocertaincustomerswhoareidentifiedaskeycustomersbythefirm.Theypayfortheadditionalservicetothebuyer,sotheycangainincreasedpriceormoretr

5、ansactionsthroughraisingofservicelevel.Suchservicesurpassingthebasicleveliscalledvalue-addedservice.4.Whatdothepre-transactionelementsinclude?(1)Writtencustomerservicepolicy(2)Accessibility(3)Organizationstructure(4)Systemflexibility5.WhatdotheTransactionelementsin

6、clude?(1)Ordercycletime(2)Inventoryavailability(3)Orderfillrate(4)Orderstatusinformation6・WhatdothePost-transactionelementsinclude?(1)Availabilityofspares(2)Call-oftime(3)Producttracing/warranty(1)Customercomplaints,claims,etc.ITranslatetheFollowingSentencesintoChi

7、neseLThepre-transactionelementsofcustomerservicerelatetocorporatepoliciesorprogrammese.g.writtenstatementsofservicepolicy,adequacyoforganizationalstructureandsystemflexibility.客户服务交易前要素与公司的政策和项目有关，例如，服务政策的制定、组织结构的满意、系统的弹性。2.Indeedtheargumentthatwillbedevelopedlater

8、isthatitisessentialtounderstandcustomerserviceintermsofthedifferingrequirementsofdifferentmarketsegmentsandthatnouniversallyappropriatelistofelem