說明：資料整理于2023年12月；適用于圖開電大本科學員一平臺在線形考考備注：測試中共有6道隨機題，其中有5道選擇題和1道完形填空題。第一大題：選擇填空(每題10分，共5題)從下列選擇題庫中抽2個小題!!!—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—Whatdoesthecustomer'scomplaint—Whatisthedistancebetweenthenewbuildingandyouroffice?從下列選擇題庫中抽3個小題!!! thesituationmaybe,makesurethatyoudon'tleaveyourcustoCustomersoftenremaintoabusinessthathasexcellentserviceevenifIfthingshave,thepersonyou'retalkingtowillwanttoknowthereasons.LookingyourcustomersintheeyeshowsTheAmericanideaofcustomerserviceiseachcustomerthecenterofattention.Thecustomerservicerepresentativewilloftenallowcustomerstoexch第二大題：完形填空(閱讀理解選擇、判斷、翻譯、聽力理解等)(共50分)從下列帶★題庫中抽其中1個試題!!!1.TheAmericanideaofcustomserviceistomakeeachcustomerthecen2.Manyproductscomewithamoney-back3.Makesuretolookyourcustomersi4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomoneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,Consumersoftenmustencounteracustomer.Customerserviceisapartofthatexperience.well.Afterall,inathrivingbusinesscustomersarenot{5};it'sarequiremen★閱讀理解：根據文章內容，把每一段和其所談論的話題相匹配(每題10分)。whattheywant.Customersusuallydon'thavetoaskhowmuchitemscost,sinceprice3.Whencustomersarereadytoorless.Aftertheypayfortheirpurchases,cukguarantee.Expensiveitemslikecars,computersorsaperiodofayearormore.Advertisementsregularlyiallowthemtoexchan5.CustomerserviceinAmericagrowsoutofthebeliefthatthecustomerisalwaysright.Ifapepoorservicefromastore,heprobablywillavoiremainloyaltoabusinessthathasexcellentservice★閱讀理解：根據文章內容，判斷正誤(每題10分)。areas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerokaytosayIdon'tknow,butitshouldalwillbeabletoassistyou.Whateverthesituationmaybe,mMostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavlanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofwearelisteningtothemandhearingwhattheyaresay