Unit 4 Customer Service 单元测试题 Ⅰ. Listen to the dialogues and choose the best answer to each question. 听对话，选择最佳答案。(20 points) Dialogue A What is the request of the gentleman Have the cell-phone refunded. Have the cell-phone repaired. Have the camera repaired. Dialogue B What is the lady doing in the dialogue Make a complaint. B. have a meal. C. Meet the customers. Dialogue C What is the man phoning for To have his mobile phone exchanged. To have the screen of his mobile phone repaired. To have his mobile phone refunded. Why is the man making such a request Because the package was broken. Because the screen of the mobile was broken. Because the mobile phone was exchanged. Dialogue D Why was the attitude of the lady She was angry. She was exciting. We don’t know. What did the lady buy A shirt. B. A bag. C. A purse. How did the lady find the bag she bought is a fake one The label is different. The bag was in poor quality. She didn’t find the product code on the official website. Dialogue E Maintenance Record Customer No. 13 Problem The mobile phone_____ Receipt Yes. No. Under guarantee Yes. No. Solution _____ Time _____later Contact information _____ II. Read the passage and complete the exercises. 阅读并完成练习。 (30%) Dear Manager: I am writing to express my frustrations with a recent experience I had at your store. One week ago, I purchased Paws dog food for my pet at store. I was surprised at what happened when I got home and used this bag of dog food. Since the bag had been on the shelf, I had thought the food was good and acceptable to feed to my pet. I soon realized this was not the case. After feeding my dog this food, she became terribly ill, vomiting (吐) for hours. I was forced to take her to the vet (兽医). Thousands of dollars later, I realized that it was all because of the dog food. Then I took the parcel and was shocked to find it had long ago expired（过期）. To be exact, it had expired six and a half months prior to the date I made the purchase. I have been a loyal customer of your Pet World’s since it opened six years ago. I am both bothered and concerned by the fact that expired food was on the shelves of the store, and I am now hesitant（犹豫）to trust the quality of other products at your store. This issue could have affected a number of other pets as well, and I just hope that none of them became as ill as mine did. I hope to hear back from you about this unfortunate incident. Please contact me as soon as possible via email at XX@. Yours Sincerely Mary Jay What is Jay writing the letter for To make a complaint To tell the manager the dog food had expired To request a refund for the dog food What was wrong with the dog food It had already expired. B. It was poisonous. C. It was on the shelf. When did Jay find the food was expired When she was shopping in the store. Before she took his pet to the vet. After the vet had treated her dog. Why didn’t Jay check the expiry date when shopping She was careless. B. S ... ...
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