一、选择填空题（每题10分，共5题）
1．— How do you calculate the fee if we ask you to move the office furniture?
— _________________.
We can give you a 10% discount
Sorry, we are not available these days
The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move
2．— Hello, is that Sail Moving Company?
— _________________?
Yes, this is Jack speaking. Thanks for calling. What can we do for you
Yes, I’m Jack. Thanks for calling. What can we do for you
Yes, speaking. What can I do for you
3．Customers won\’t find store clerks sitting around _________ .
watching TV or playing cards
to watch TV or play cards
watching TV or to play cards
4．Customers often remain _________ to a business that has excellent service even if their prices are high.
loyal
loyally
loyalty
5．Some of the customers\’ complaints seem _________ .
inacceptable
unacceptable
unaccepted
二、阅读理解/翻译/完形填空（题型随机）（共50分）
6．阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。
Customer Service
The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special. 1
2. When customers get to a store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’t have to ask how much items cost, since prices are clearly marked. 2
3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you and have a nice day” from the clerk. 3
4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, “Your satisfaction is guaranteed”. So if there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund. 4
5. Customer service in America grows out of the belief that “the customer is always right”. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand, customers often remain loyal to a business that has excellent service even if their prices are high. 5
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