商务交际英语2模拟试题2

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1、商务交际英语模拟试题III.阅读理解Morethan65percentofacompany'sbusinesscomesfromcurrentcustomers・Thosecustomersarenoteasilyreplaced,soitiseverycompany'sjobtokeepitscurrentcustomerssatisfiedevenasitistryingtoattractnewcustomers・Afterall,someofthosenewcustomerswillcomebecaus

2、etheyhearaboutthestorefromcurrentcustomers.Inthefast-pacedworldofretail（零售），customerloyaltyisespeciallyimportant.Somanystoresaresellingthesameproductsthatretailershavetooffercustomerssomethingmore.Thatsomethingmoreistheircustomerservice.Discountcoupons（商家的优

3、待券）,valetparking（代客泊车）（whereparkingisaproblem）,andfreegiftwrappingarejustsomeoftheextrasretailersnowoffer.Anotherimportantfacetofcustomerserviceishandlingcustomercomplaints.Retailersshouldnotthinkofcomplaintsasanuisance・Theyshouldseethemasanexcellentopportu

4、nityforsomefreefeedback,althoughitistruethatasmallpercentageofcustomersdocomplainunjustly.Butthevastmajorityofcustomerswhocomplainaretellingretailerswhattheyneedtohear.Forthisreason,retailersshould(1)listencarefully,(2)respondpositively,(3)admitamistakeimme

5、diately,orifamistakehasnotbeenmade,explainthereasonfortheconfusion,(4)askcustomerswhattheywouldlikedone,and(5)complywiththeirrequests.Goodcustomerserviceisthesurestwaytostandoutfromalloftheotherretailers・1.Whyarecurrentcustomersimportanttoretailers?a.Theysh

6、opatthesameplacefromhabit・b.Theyprovidetwo-thirdsofacompany'sbusiness・c.Theyaredifferentfromnewcustomers・2.Manystoressellthesameproducts.Howcanoneretailerstandout?a.Withdiscountcoupons・b.Throughheavyadvertising.c.Withthequalityofitscustomerservice.3.Howcanr

7、etailersgetfreefeedback?a.Byincreasingprofits・b.Bypayingattentiontocomplaints.c.Bypromotingholidaysales・1.Mostcustomerswhocomplainare・a.doingitunjustlyb.justtryingtogettheirmoneybackc.tellingtheretailerwhatheshouldknow5.Ifamistakehasnotbeenmade,aretailersho

8、uld・a.offerareasonforthemisunderstandingb.pretenditneverhappenedc.getanapologyfromthecustomerV.翻译TranslatethefollowingpassagesintoChinese:1.Useanagendatodetermineandcontrolthedirectionofthemeeting.Prob