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[主观题]

The key to most businesses' success is customer satisfaction. There are two rules

for customer satisfaction. Rule 1 is that the customer is always right. Rule 2 is if the customer is ever wrong, reread Rule 1.

The best way to satisfy your customer is to provide quality products, friendly service, accurate information and keep adding value as much as possible to your products and services. Giving your customers what they need and more than they expect will lead customers to return to you.

In order to improve your service, you need to make market surveys so as to know what your customers are thinking and demanding. Then you can take actions to satisfy your customers. In this way you will stay competitive in these changing times.

1.What is the key to business success?

A.Investment

B.Good advertising

C.Customer satisfaction

2.What type of information needs to be provided?

A.Accurate information

B.Interesting information

C.Simple information

3.How to make customers return to you?

A.Making market surveys

B.Taking actions to sell more

C.Providing quality products and service

4.Why do we make market surveys?

A.To lead customers to return to us

B.To know what customers are demanding

C.To keep customers happy and satisfied

5.What happens when you keep your clients happy?

A.Your clients go to competition

B.Your business grows and improves

C.Your business stays at the same level

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更多“The key to most businesses' success is customer satisfaction. There are two rules ”相关的问题

第1题

(d) There is considerable evidence to suggest that as a result of implementation problems

(d) There is considerable evidence to suggest that as a result of implementation problems less than 50% of all

acquisitions achieve their objectives and actually end up reducing shareholder value.

Required:

Provide Ken with a brief report on the most likely sources of integration problems and describe the key

performance indicators he should use to measure progress towards acquisition objectives. (15 marks)

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第2题

Who can make big money in the new century according to the passage?A.Retirees who are busi

Who can make big money in the new century according to the passage?

A.Retirees who are business-minded.

B.The volunteer workers in retirement homes.

C.College graduates with an MBA or law degree.

D.Professionals with a good knowledge of gerontology.

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第3题

4 At an academic conference, a debate took place on the implementation of corporate govern
ance practices in

developing countries. Professor James West from North America argued that one of the key needs for developing

countries was to implement rigorous systems of corporate governance to underpin investor confidence in businesses

in those countries. If they did not, he warned, there would be no lasting economic growth as potential foreign inward

investors would be discouraged from investing.

In reply, Professor Amy Leroi, herself from a developing country, reported that many developing countries are

discussing these issues at governmental level. One issue, she said, was about whether to adopt a rules-based or a

principles-based approach. She pointed to evidence highlighting a reduced number of small and medium sized initial

public offerings in New York compared to significant growth in London. She suggested that this change could be

attributed to the costs of complying with Sarbanes-Oxley in the United States and that over-regulation would be the

last thing that a developing country would need. She concluded that a principles-based approach, such as in the

United Kingdom, was preferable for developing countries.

Professor Leroi drew attention to an important section of the Sarbanes-Oxley Act to illustrate her point. The key

requirement of that section was to externally report on – and have attested (verified) – internal controls. This was, she

argued, far too ambitious for small and medium companies that tended to dominate the economies of developing

countries.

Professor West countered by saying that whilst Sarbanes-Oxley may have had some problems, it remained the case

that it regulated corporate governance in the ‘largest and most successful economy in the world’. He said that rules

will sometimes be hard to follow but that is no reason to abandon them in favour of what he referred to as ‘softer’

approaches.

(a) There are arguments for both rules and principles-based approaches to corporate governance.

Required:

(i) Describe the essential features of a rules-based approach to corporate governance; (3 marks)

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第4题

Last year, my classmate Jane and I graduated from an ordinary normal university. Like most
of the students who had just stepped out of university, we had to【21】. The first tough test——job hunting to【22】a passport to society. And the most【23】part was the job interview. The【24】was very fierce. Dozens of my classmates, Jane【25】, sent our resumes(简历) to a key middle school for a teaching post, making the chance of success as low as 1 to 20.

Before the job interview, I【26】through preparations, including a formal suit, a new ly-done hair, a few【27】on job interviews, and even some ancient Chinese poems【28】I encountered a learned interviewer. On that day everything went off【29】. I answered all the questions fluently. I felt very【30】. Jane was still there waiting for her turn. I made a "V"【31】to her. She smiled at me, looking a little worried. I【32】she was not as eloquent(雄辩的) as, I a week later, all of us received letters of【33】. Another week later, guess what happened! She got the job!【34】congratulating her, I asked her how she got it. She said, "I did【35】, I just wrote them a note of thanks after receiving the letter of refusal." Only then【36】I realize why all the applicants(应有者) has received the same letters and that was also a part of the【37】.

Only a note of thanks, but that was what made all the difference. This experience【38】me a good lesson, that, is【39】excellent you are, you should never forget the【40】manners of saying "thank you".

(41)

A.look through

B.live through

C.go through

D.go on

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第5题

According to the majority of Americans, women are ...

According to the majority of Americans, women are every bit as capable of being good political leaders as men. The same can be said of their ability to dominate the corporate boardroom. And according to a new Pew Research Center survey on women and leadership, most Americans find women indistinguishable from men on key leadership traits such as intelligence and capacity for innovation, with many saying they’re stronger than men in terms of being passionate and organized leaders. So why, then, are women in short supply at the top of government and business in the United States? According to the public, at least, it’s not that they lack toughness, management talent or proper skill sets. It’s also not all about work-life balance.Although economic research and previous survey findings have shown that career interruptions related to motherhood may make it harder for women to advance in their careers and compete for top executive jobs, relatively few adults in the recent survey point to this as a key barrier for women seeking leadership roles. Only about one-in-five say women’s family responsibilities are a major reason why there aren’t more females in top leadership positions in business and politics. Instead, topping the list of reasons, about four-in-ten Americans point to a double standard for women seeking to climb to the highest levels of either politics or business, where they have to do more than their male counterparts to prove themselves. Similar shares say the electorate (选民) and corporate America are just not ready to put more women in top leadership positions. As a result, the public is divided about whether the imbalance in corporate America will change in the foreseeable future, even though women have made major advances in the workplace. While 53% believe men will continue to hold more top executive positions in business in the future, 44% say it’s only a matter of time before as many women are in top executive positions as men. Americans are less doubtful when it comes to politics: 73% expect to see a female president in their lifetime. (2019.6月四级真题) Q: What do we learn from previous survey findings about women seeking leadership roles?

A、They have unconquerable difficulties on their way to success.

B、They are lacking in confidence when competing with men.

C、Their failures may have something to do with family duties.

D、Relatively few are hindered in their career advancement.

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第6题

Many of the most damaging and life threatening types of weather torrential rains, seve
re thunderstorms, and tornadoes begin quickly, strike suddenly, and disappear rapidly, destroying small regions while leaving neighboring areas untouched.Such event as a tornado struck the northeastern section of Edmonton, Alberta, in July 1987.Total damages from the tornado exceeded $250 million, the highest ever for any Canadian storm.

Conventional computer models of the atmosphere have limited value in predicting short lived local storms like the Edmonton tornado, because the available weather data are generally not detailed enough to allow computers to study carefully the subtle atmospheric changes that come before these storms.In most nations, for example, weather – balloon observations are taken just once every twelve hours at locations typically separated by hundreds of miles.With such limited data, conventional forecasting models do a much better job predicting general weather conditions over large regions than they do forecasting specific local events.

Until recently, the observation intensive approach needed for accurate, very short – range forecasts, or “Nowcasts,” was not feasible.The cost of equipping and operating many thousands of conventional weather stations was extremely high, and the difficulties involved in rapidly collecting and processing the raw weather data from such a network were hard to overcome.Fortunately, scientific and technological advances have overcome most of these problems.Radar systems, automated weather instruments, and satellites are all capable of making detailed, nearly continuous observation over large regions at a relatively low cost.Communications satellites can transmit data around the world cheaply and instantaneously, and modern computers can quickly compile and analyze this large volume of weather information.Meteorologists and computer scientists now work together to design computer programs and video equipment capable of transforming raw weather data into words, symbols, and vivid graphic displays that forecasters can interpret easily and quickly.As meteorologists have begun using these new technologies in weather forecasting offices, Nowcasting is becoming a reality.

11.The word “exceeded” in paragraph I most probably means ____________.

A.added up toB.were more than

C.were about D.were less than

12.Conventional computer models of the atmosphere fails to predict such a short – lived tornado because ______________.

A.the computer is not used to forecast specific local events

B.the computers are not advanced enough to predict it

C.the weather data people collect are often wrong

D.weather conditions in some small regions are not available

13.According to the passage, the word “Nowcast” (paragraph 3) means _______________.

A.a way of collecting raw weather data

B.a forecast which can predict the weather conditions in the small area in an accurate way

C.a network to collect instant weather data

D.a more advanced system of weather observation

14.According to the passage, ___________ is the key factor to making “Nowcasts” a reality.

A.scientific and technological advances such as radar, or satellites

B.computer scientist

C.meteorologists

D.advanced computer programs

15.According to the author, the passage mainly deals with ________________.

A.a tornado in Edmonton, Alberta

B.what’s a “Nowcast”

C.the disadvantage of conventional computer models of the weather forecast

D.a breakthrough in weather forecast

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第7题

The differences in living standards around the world are vast In 1993, the average America
n had an income of about $25,000. In the same year, the average Mexican earned $7,000, and the average Nigerian earned. $1,500. Not surprisingly, this large variation in average income is reflected in various measures of the quality of life. Changes in living standards over time are also large. In the United States, incomes have historically grown about 2 percent per year (after adjusting for changes in the cost of living). At this rate, average income doubles every 35 years. In some countries, economic growth has been even more rapid. In Japan, for instance, average income has doubled in the past 20 years, and in South Korea it has doubled in the past 10 years.

What explains these large differences in living standards among countries and over time? The answer is surprisingly simple. Almost all variation in living standards is attributable to differences in countries' productivity—hat is, the amount of goods and services produced from each hour of a worker's time. In nations where workers can produce a large quantity of goods and services per unit of time, most people enjoy a high standard of living; in nations where workers are less productive, most people must endure a more meager existence. Similarly, the growth rate of a nation's productivity determines the growth rate of its average income.

The fundamental relationship between productivity and living standards is simple, but its implications are far-reaching. If productivity is the primary determinant of living standards, other explanations must be of secondary importance. For example, people might think that labor unions or minimum-wage laws contributed to the rise in living standards of American workers over the past century. Yet the real hero of American workers is their rising productivity.

The relationship between productivity and living standards also has great implications for public policy. When thinking about how any policy will affect living standards, the key question is how it will affect our ability to produce goods and services. To improve living standards, policymakers need to raise productivity by ensuring that workers are well educated, have the tools needed to produce goods and services, and have access to the best available technology.

Which of the following countries has enjoyed the fastest economic growth in history?

A.Mexico.

B.The United States.

C.Japan.

D.South Korea.

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第8题

Interpersonal conflict typically involves a relationship that has a sequence of conditions
and events tending toward aggressive behavior. and disorder. However, conflict can also be viewed in terms of its background conditions, the feelings of the involved parties, their actual behavior, and the consequences of their behavior.

Conflict is an organizational reality that is inherently neither good nor bad in and of itself. It can be destructive, but it can also play a productive role both within a person and between persons. Whereas most managers seek to reduce conflict because of its negative effect, some seek to use it for its positive effects on creativity, and motivation.

There is no "one best way" for managing interpersonal conflict, either as an involved adversary or as a third party. Rather, there are a number of strategies involving the external conditions, differing views, internal feelings, and outcomes. In addition, the relationships of the involved parties (for example, superiors and subordinates, etc. ) and their past histories as adversaries, allies, or relatively neutral third parties form. another key factor. The relative power of the involved parties is another consideration in deciding whether to withdraw from the conflict, work toward controlling a conflict into a win/lose pattern, or smooth it over with friendly acts.

Conflict as an involved participant is emotionally very different from conflict as a relatively objective third party. Indeed, as we will see, one strength of involving third parties lies in their potential to add an objective perspective to the feelings and behavior. of the involved adversaries. In this reading, we view the management of conflict from the point of view of both the adversary and the outside third party who might be a boss, colleague, friend, or even subordinate. Each of these roles adds its own distinct strengths and weaknesses.

From this passage, we learn that ______.

A.interpersonal conflict is typical of all people

B.interpersonal conflict tends to occur more often among aggressive people

C.when we look at interpersonal conflict, we must always listen to the opinions of the superiors

D.accumulated opposition often leads to interpersonal conflict

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第9题

How can a company improve its sales? One of the keys to more effective selling is for a co
mpany to first decide on its "sales strategy." In other words, what is the role of the sales person? Is the salesperson's job narrative, suggestive, or consultative?

The "narrative" sales strategy depends on the salesperson moving quickly into a standard sales presentation. His or her pitch highlights the benefits for the customer of a particular product or service. This approach is most effective for customers whose buying motives are basically the same and is also well suited to companies who have a large number of prospects (可能的主顾) on which to call.

The "suggestive" approach is tailored more for the individual customer. The salesperson must be in a position to offer alternative recommendations that meet a particular customer's needs. One key aspect of the suggestive approach is the need for the salesperson to engage the buyer in some sort of discussion. The salesperson can then use the information gleaned from the customer to suggest an appropriate product or service.

"We tell our salespeople to be like wine stewards," says Mindy Sahlawannee, a corporate sales trainer, "the wine steward first checks to see what food the customer has ordered and then opens by suggesting the wine that best complements the dish. Most companies who use a narrative strategy should be using a suggestive strategy. Just like you can't drink red wine with every dish, you can't have one sales recommendation to suit all customers."

The final strategy demands that a company's sales staff act as "consultants" for the buyer. In this role, the salesperson must acquire a great deal of information about the customer. They do this through market research, surveys, and face-to-face discussions. Using this information, the salesperson makes a detailed presentation tailored specifically to a customer's needs.

"Good sales 'consultants'," says Alan Goldfarb, president of Ad Pro, Inc., "are the people who use a wide range of skills including probing, listening, analysis, and persuasiveness. The best sales 'consultants', however, are the ones who can 'think outside the box' and use their creativity to present a product and close the sale. The other skills you can teach. Creativity is innate. It's something we look for in every employee we hire."

More and more sales teams are switching from a narrative or suggestive approach to a more consultative strategy. As a result, corporations are looking more at intangibles such as creativity and analytical skills and less at educational background and technical skills.

"The next century will be about meeting individual customer needs," says Goldfarb, "the days of one size fits all are over."

The major difference between narrative sales and suggestive sales is that

A.the former highlights the benefits while the latter emphasize the function of the product

B.the former uses more prepared information, the latter has to get ready for unexpected information

C.the former involves no discussion while the latter involves discussion a lot

D.the former is effective in creating demand, the latter is effective in satisfying existing demand

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