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题目内容
（请给出正确答案）
A．write a firm letter of complaint to the store of purchase
B．show some written proof of the purchase to the store
C．complain personally to the manager
D．threaten to take the matter to court
答案
更多“When a customer finds that his purchase has a fault in it the first thing he should do is”相关的问题
第1题
阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
1. Hotel customers and hotel staff think the same about breakfast.{T、F}
2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T、F}
3. It’s not necessary to know about the customers’ needs and preferences. {T、F}
4. Questionnaires are useful in getting feedback from customers.{T、F}
5. Front-line staff have nothing to do with improving customer service.{T、F}
第2题
A.Hello. How can I find Emergency Room?
B.Miss, is this Holiday Inn?
C.Excuse me. Do you sell bathing suits?
D.Excuse me. Where are your cosmetics, please.
第3题
A.Be concerned.
B.Be patient.
C.Be amused.
第4题
A.argue back and protect yourself
B.keep quiet and leave the customer alone
C.keep calm and listen carefully to the customer
第5题
Door-Knocking
Door-knocking is the most effective way of making face-to-face community contact, but it has become a lost art. With the recent focus on customer privacy, door-knocking seems like an intrusion into other people' s lives. But those who try it for the first time are usually surprised by the pleasant reception they receive. Here are some suggestions that will help you promote your services face-toface.
BEFORE YOU GO OUT
◆ Begin with a door hanger
Try leaving a door hanger two days before you go door-knocking. It should briefly describe the project and say that someone will be around in person.
◆ Wear an official name tag
Door-knockers should wear name tags with the logo of their organization. The best name tags will also include a color photo and the name of the caller.
◆ Have people knock their own blocks
The easiest way to do door-knocking is to try your local area first. Being a neighbor creates an immediate connection with the person answering the door; after that, everything else is easy.
◆ Find a good excuse to door-knock
A short survey about local concerns or a current project is a good excuse. Figure out responses for various situations. What if the person who answers the door cannot speak English? What if a child answers the door?
WHEN YOU GO OUT
◆ When to go and what to do first
The best times to knock are usually Saturdays. On other days, after dinner is ideal. When someone answers the door, smile and introduce yourself; say you are a volunteer and, if it helps, state where you live. Give the name of your organization and, briefly, the reason for the visit.
◆ State what action the other person should take and the benefits
Tell the person what they need to do and how their actions will benefit themselves and others. If a person hesitates, emphasize benefits you' ve already mentioned and then, if necessary, add further benefits. If a person agrees, follow up immediately. If possible, get a donation,a signature, or a promise.
◆ Record contact information on the spot
Record names, addresses, e-mail addresses, phone numbers, and responses to questions on the spot. You won' t remember them later!
（1）Why does the author say that door-knocking has become a lost art?
A. It is not effective, no one will take this method any more.
B. People focus on privacy increasingly, so door-knocking seems like an intrusion into other people' s lives
C. It is very difficult to do door-knocking， no one knows how to do it now.
（2） Which step should be firstly taken when you try door-knocking?
A. Find a good excuse to door-knock
B. Wear an official name tag
C. Leave a door hanger
（3） What does the underlined phrase “on the spot” mean?
A. without delay
B. at some place
C. in a difficult situation
（4） Which time is not appropriate for door knocking?
A. Saturday afternoon
B. Monday morning.
C. Thursday evening.
（5） Who will receive pleasant reception when they try door-knocking?
A. A stranger who is not living in this community and gives no notice for his/her visit.
B. An offensive acquaintance who comes at any time.
C. A neighbor who does good preparation and has significant project to introduce.
第6题
Mrs. B. did what many other Americans have done--with excellent results. She wrote a letter to the newspaper in her town, explaining her problem. A few days later her letter appeared in the newspaper, and this sentence was printed below it:
The store found a way to safely deliver your rug immediately after hearing from us.In this age of machines, it is often hard to get action from businesses that have made mistakes. An individual person can complain, but his complaints may accomplish nothing. Luckily, newspapers now employ people to help with such problems, and the results are published in a special section of the paper.Mrs. B's letter appeared in a column called MR. FIX-IT. During the same week the following letter from Mrs. J. was printed in the ACTION LINE column of another newspaper
"Many weeks ago I bought some living room furniture from the House and Garden Shop in Parkersville. They have set three delivery dates, and each time I had to stay home from work and wait for the truck, which never came. I have called the store at least fifteen times, and each time they have said they would look for the furniture. This has been going on for two months. I guess they are still looking. " The ACTION LINE writer's reply was printed below Mrs. J's letter: "They found it. Action Line made one telephone call to the president of the company, who told us: 'the customer will get satisfaction. ' The furniture was found, and it arrived at your home yesterday."
1.How long was it after Mrs. B. called the store again that she wrote to the local newspaper？ ____
A、Three weeks
B、Two weeks
C、About a week
D、Four months
2.The phrase "to get action" last line, 2nd paragraph means ____.
A、to get the store to deliver the rug
B、to find the rug that has been misdelivered
C、to cancel the order from the store
D、to quarrel with the store manager
3.The passage points out that in the machine age people's complaints usually____.
A、bring about mistakes
B、prove useless
C、cause more serious trouble
D、prove effective
4.After writing to the newspaper, ____.
A、Mrs. B found her rug
B、Mrs. B had to wait for another several weeks
C、Mrs. B's problem remained unsolved
D、Mrs. B's problem was solved very soon
5.In the last paragraph, the sentence "The customer will get satisfaction" means____
A、Mrs. J. will get what she wants
B、Mrs. J. will be paid for her loss
C、Mrs. J. will get better furniture
D、Mrs. J. will find that she was mistaken
第7题
阅读理解
阅读下面的文章，根据文章内容，完成相应的选择题。
DOOR-KNOCKING
Door-knocking is the most effective way of making face-to-face community contact, but it has become a lost art. With the recent focus on customer privacy, door-knocking seems like an intrusion into other people's lives. But those who try it for the first time are usually surprised by the pleasant reception they receive. Here are some suggestions that will help you promote your services face-toface.
BEFORE YOU GO OUT
◆ BEGIN WITH A DOOR HANGER
Try leaving a door hanger two days before you go door-knocking. It should briefly describe the project and say that someone will be around in person.
◆ WEAR AN OFFICIAL NAME TAG
Door-knockers should wear name tags with the logo of their organization. The best name tags will also include a color photo and the name of the caller.
◆ HAVE PEOPLE KNOCK THEIR OWN BLOCKS
The easiest way to do door-knocking is to try your local area first. Being a neighbor creates an immediate connection with the person answering the door; after that, everything else is easy.
◆ FIND A GOOD EXCUSE TO DOOR-KNOCK
A short survey about local concerns or a current project is a good excuse. Figure out responses for various situations. What if the person who answers the door cannot speak English？ What if a child answers the door？
WHEN YOU GO OUT
◆ WHEN TO GO AND WHAT TO DO FIRST
The best times to knock are usually Saturdays. On other days, after dinner is ideal. When someone answers the door, smile and introduce yourself; say you are a volunteer and, if it helps, state where you live. Give the name of your organization and, briefly, the reason for the visit.
◆ STATE WHAT ACTION THE OTHER PERSON SHOULD TAKE AND THE BENEFITS
Tell the person what they need to do and how their actions will benefit themselves and others. If a person hesitates, emphasize benefits you've already mentioned and then, if necessary, add further benefits. If a person agrees, follow up immediately. If possible, get a donation, a signature, or a promise.
◆ RECORD CONTACT INFORMATION ON THE SPOT
Record names, addresses, e-mail addresses, phone numbers, and responses to questions on the spot. You won't remember them later!
操作提示：通过题干后的下拉框选择题目的正确答案。
1. Why does the author say that door-knocking has become a lost art？ {A; B; C}
A. It is not effective, no one will take this method any more.
B. People focus on privacy increasingly, so door-knocking seems like an intrusion into other people's lives
C. It is very difficult to do door-knocking，no one knows how to do it now.
2. Which step should be firstly taken when you try door-knocking？ {A; B; C}
A. Find a good excuse to door-knock
B. Wear an official name tag
C. Leave a door hanger
3. What does the underlined phrase “on the spot” mean？ {A; B; C}
A. without delay
B. at some place
C. in a difficult situation
4. Which time is not appropriate for door knocking？ {A; B; C}
A. Saturday afternoon.
B. Monday morning.
C. Thursday evening.
5. Who will receive pleasant reception when they try door-knocking？ {A; B; C}
A. A stranger who is not living in this community and gives no notice for his/her visit.
B. An offensive acquaintance who comes at any time.
C. A neighbor who does good preparation and has significant project to introduce.
第8题
第9题
A．the actual value of stock will be in great excess of the book value
B．the actual value of stock will be greatly less than its book value
C．the bulk stock will be sold for cash at its full market value
D．none of the above
第10题
