1、 问题:If you’re looking to boost customer satisfaction, one of the most promising places to start is______.
答案: 【customer service】
2、 问题:It is believed that increased satisfaction has a (an) ____impact on consumer spending, cash flow, and business performance.
答案: 【positive 】
3、 问题:A study of 200 companies shows a clear correlation between higher levels of customer satisfaction and______.
答案: 【stock prices】
4、 问题:Problems with service had a much______ than problems with the products themselves on customers’ likelihood to recommend a brand.
答案: 【larger effect】
5、 问题:Customer service calls involve direct interaction between ______.
A:companies and manufactures
B:manufactures and distributors
C:customers and distributors
D:companies and their customers
答案: 【companies and their customers】
6、 问题:One possibility she is seriously considering is to introduce a line of sorbets based on exotic fruits like kiwi and mango and that use low-calorie sweeteners. What does the underlined word “exotic” probably mean?
7、 问题:The stakes are high. What does the underlined word ” stakes ” probably mean?
8、 问题:Overall, ice cream sales in the U.S.have declined 1 to 2 percent in recent years, except for Haagen-Dazs and a few other super premium producers.
9、 问题:The decline in sales growth of super premium ice cream in the U.S. since the early 1990s is due to competition among ice cream producers.
分析：【The competition comes from other products such as lower-calorie yogurts and low-fact-ice cream.】
10、 问题:Frozen yogurt sales have declined rapidly for a long time because many people didn’t like the tart taste.
11、 问题:“Dessert junkies” are those people with yearning for low-fat frozen yogurt and low-fat ice cream.
12、 问题:The retail price of Haagen-Dazs is quite high when compared with other premium ice cream.
13、 问题:Many consumers believe that low fat mean low calorie.
分析：【One reason is that many consumers who were initially excited about being able to buy a good tasting, low-fat frozen dessert have realized that low fat does not necessarily mean low calorie.】
14、 问题:As people notice consistent quality differences, customers’ attitudes improve or deteriorate quite quickly.
15、 问题:Americans nowadays prefer low-fat ice creams rather than rich taste ice cream.
分析：【Americans seem to swing back and forth in their yearnings for low fat and rich taste.】
1、 问题:Many apps can streamline and make your travels easier as well as save you money on flights and hotels. Here the underlined word “streamline” means ___.
A:make it wasted
B:make it hard
C:make it easy
答案: 【speed up 】
2、 问题:Experts agree that ___ are the crucial factor in compelling presentations.
3、 问题:Whic one is NOT the characteristic of communication ____ according to the definition of communication:
A:dynamic and on-going
C:message via commonly understood codes
答案: 【one-way 】
4、 问题:What is the most important skill that the employers seek according to the survey reported by Forbes magazine in 2015 ______.
A:The ability to make friends with others
B:Technical knowledge related to the job
C:The ability to sell and influence others
D:The ability to work in the team structure
答案: 【The ability to work in the team structure】
5、 问题:What is the benefit of speaking slowly? _____ .
A:You appear to be more confident and in control.
B:Your articulation improves.
C:It increases the ability of listeners to comprehend what you are saying.
D:All of the above
答案: 【All of the above】
6、 问题:Which of the following non-verbal behavior is the most important in a presentation according to Anderson in the additional reading material?___
D:none of the above
答案: 【eye contact】
7、 问题:We always do thorough market research before we price our product so that our price would be proper for our target customers and competitive in the market. In Chinese, the underlined word “price” is ___.
答案: 【 给……定价】
8、 问题:Which of the following statements is/are true of slides?_____
A:Slides should be used to reinforce your speech, not to repeat your speech.
B:Each slide should contain just a few words.
C:Slides should be colorful.
D:They should be as many as possible.
答案: 【Slides should be used to reinforce your speech, not to repeat your speech.;
Each slide should contain just a few words.】
9、 问题:Being nervous in a presentation _____.
A:will ruin the presentation
C:should be avoided
D:can improve your performance
答案: 【is natural;
can improve your performance】
10、 问题:Noise in the communication process model can be both external and internal. Which of the following is/are example(s) of internal noise?_.
A:The receiver is very sad because his dog died yesterday.