[2023秋期版]国开电科商务英语4机考总题库
第四题 阅读理解判断题
说明：2023年9月整理适国开电2024年1月期末机考
题包含5题题4分计20分阅读短文判断句子正误正确选T错误选F
首字母A
A challenge in working in customer service is to ensure that you have focused your attention on the right key areasmeasured by the right Key Performance Indicator(KPI) One of the most important aspects of a customer service KPI is what is often referred to as theFeel Good FactorBasically the goal is not only to help the customer have a good experiencebut to offer an experience that exceeds expectationsSeveral key points are listed as follows：
Know what productsservice you are offering from back to frontIn other wordsbean information expertIt is okay to sayI don’t knowbut it should always be followed up by but let me find outor possiblybut this person will be able to assist youWhatever the situation maybemake sure that you don’t leave your customer with an unanswered question
Most of the communication that you relay to others is done through body languageIf you have negative body language when you communicate with othersit shows that you don’t careTwo of the most important aspects of positive body language are smiling and eye contactMake sure to look your customers in the eyeIt shows that we are listening to them and hearing what they are sayingAnd of course smiling is more inviting than a blank look or frown
Nothing surprises your customers more than an employee going the extra mile to help themAlways look for ways to go above and beyond the expectations of your customersIn doing soit helps them to know that you care and it will leave them with theFeel Good Factorthat you are searching for
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The goal of customer service is to give customers an experience that meets their expectations[答案]F
[判断题]◆Leaving your customer with an unanswered question is unacceptable[答案]T
[判断题]◆Leave your customer with an unanswered question is unacceptable [答案]T
[判断题]◆Both positive body language and negative body language are necessary in customer service[答案]F
[判断题]◆Eye contact is one of the most important aspects of positive body language[答案]T
[判断题]◆Your customers are satisfied if an employee goes the extra mile to help them[答案]T
[判断题]◆The underlined going the extra mile to help them in the last paragraph means going a long way to help them [答案]F
首字母C
ONLINE SHOPPING SPREE SETS RECORD
Chinese shoppers spent billions online yesterday as they took advantage of discounts offered on Singles Day (November 11)It is a festival for young single people to celebrate by eating togethersending gifts or going shoppingthus seized on by online retailers to increase sales
It took only 13 hours for sales on just two online sitesTaobao and Tmallto fly past last year’s overall total of 191 billion yuan (US31 billion)The final figure of Singles Day reached an astonishing 3502 billion yuan as hundreds of thousands of consumers rushed to buy clothesfurnitureand home decoration items at discount pricesWhat friends and colleagues greeted each other with that day was Bought anything todayas they exchanged tales of bargains or disappointing news of popular items sold out minutes after the spree began at midnight
In under nine hoursturnover at the Alibaba Group’s Tmall and Taobao sites had exceeded that of last year’s Cyber Mondaya similar event in the United States
We hope other ecommerce sites also did a good job as we want Singles Day to be a holiday for consumers and a good chance for retailers to discover the unmet needs of shoppersJack Mafounder and chairman of Alibaba Grouptold reporters
It’s not a difficult thing to bring our total transaction size to 100 billion yuan in a couple of years but we hope to do more to help vendors and manufacturers to upgrade their products and service to reach more clientsMa said at a news briefing
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Online retailers took hold of the shopping spree to increase sales successfully [答案]T
[判断题]◆The final figure of Singles Day for this year reached 191 billion yuan [答案]F
[判断题]◆Cyber Monday is a similar event in the Great Britain[答案]F
[判断题]◆Other ecommerce sites did as well as Alibaba Group on Singles Day[答案]F
[判断题]◆Jack Ma’s goal of transaction size is to reach 100 billion yuan in several years [答案]T
首字母F
FOUR TIPS FOR BECOMING A FRANCHISEE
If you want to become a franchiseethe tips below can help you to find the perfect opportunity
BE FOCUSD ON YOUR PREFERENCE
On the stage of decisionmakingthe bottom line isDon’t rule out a business without learning or seeing what the daytoday will look likeFor instancethink about a mom returning to the work force who knows she wants to interact with children on a daily basisAmong the hundreds of options thereshe needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in mathDeciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
BE PROACTIVE WITH YOUR RESEARCH
After you’ve determined what role you want in a franchiseit’s important to start researching different optionsPhysically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchisor has experienceBefore signing on to a franchiseit is essential to ask the franchisor about the executive team and its past industry experienceFind out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
READ THE FRANCHISE DISCLOSURE DOCUMENT CAREFULLY
The first thing to look at is how much a franchise would cost to purchaseMake sure you have a financial advisor who can look at that item with you and see the type of profit a franchisee can make on averageIt’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the businessyou know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like[答案]T
[判断题]◆Before you’ve determined what role you want in a franchiseit’s time to start the business[答案]F
[判断题]◆Before signing on to a franchisethe essential job is to ask the franchisor about the executive team and its past industry experience[答案]T
[判断题]◆The first thing to look at is how long a franchise would take to purchase[答案]F
[判断题]◆To make sure that when you want to leave the businessyou have made enough money and you are satisfied with that[答案]F
首字母I
FOUR TIPS FOR BECOMING A FRANCHISEE
If you want to become a franchiseethe tips below can help you to find the perfect opportunity
BE FOCUSD ON YOUR PREFERENCE
On the stage of decisionmakingthe bottom line isDon’t rule out a business without learning or seeing what the daytoday will look likeFor instancethink about a mom returning to the work force who knows she wants to interact with children on a daily basisAmong the hundreds of options thereshe needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in mathDeciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
BE PROACTIVE WITH YOUR RESEARCH
After you’ve determined what role you want in a franchiseit’s important to start researching different optionsPhysically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchisor has experienceBefore signing on to a franchiseit is essential to ask the franchisor about the executive team and its past industry experienceFind out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
READ THE FRANCHISE DISCLOSURE DOCUMENT CAREFULLY
The first thing to look at is how much a franchise would cost to purchaseMake sure you have a financial advisor who can look at that item with you and see the type of profit a franchisee can make on averageIt’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the businessyou know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like[答案]T
[判断题]◆Before you’ve determined what role you want in a franchiseit’s time to start the business[答案]F
[判断题]◆Before signing on to a franchisethe essential job is to ask the franchisor about the executive team and its past industry experience[答案]T
[判断题]◆The first thing to look at is how long a franchise would take to purchase[答案]F
[判断题]◆To make sure that when you want to leave the businessyou have made enough money and you are satisfied with that[答案]F
If you want to become a franchisee the tips below can help you to find the perfect opportunity
Be focused on your preference On the stage of decisionmaking the bottom line is Don’t rule out a business without learning or seeing what the daytoday will look like For instance think about a mom returning to the work force who knows she wants to interact with children on a daily basis Among the hundreds of options there she needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in math Deciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
Be proactive with your research After you’ve determined what role you want in a franchise it’s important to start researching different options Physically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchiser has experience Before signing on to a franchise it is essential to ask the franchiser about the executive team and its past industry experience Find out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
Read the franchise disclosure document carefully The first thing to look at is how much a franchise would cost to purchase Make sure you have a financial adviser who can look at that item with you and see the type of profit a franchisee can make on average It’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the business you know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like
[答案]T
[判断题]◆Before you’ve determined what role you want in a franchise it’s time to start the business
[答案]F
[判断题]◆Before signing on to a franchise the essential job is to ask the franchiser about the executive team and its past industry experience
[答案]T
[判断题]◆ The first thing to look at is how long a franchise would take to purchase
[答案]F
[判断题]◆To make sure that when you want to leave the business you have made enough money and you are satisfied with that
[答案]F
首字母M
TRAVELLER’ S CHECK
Many of the banks and travel services in western provide a convenience for traveller s by issuing traveller’ s checksTraveller swhen buying the checkshave to sign the checks in the presence of the bank or service clerksDuring the triptraveller s can cash the checks from the agencies of the bank or the travel service whenever they need after their countersignatures are recognizedA lot of traveller s like to buy these checks as they don’t have to take along much cash and worry about counterfeit signaturesThe agencies will get back the money they have paid by sending the checks to the issuing offices
Traveller’ s checks are generally of small face valuesuch as ten or twenty dollarsor five or ten poundsfor miscellaneous paymentsThere is no time limit for their circulation periodIt is very profitable for the issuing offices to finance the funds they collect by issuing traveller’ s checks because they not only receive a service charge from the check buyersbut they also don’t need to pay any interest no matter how long the checks remain in circulation before clearingThis is why banks and travel services are willing to provide this convenience
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆It is convenient for the travellers to travel around the world as many banks and travel services issue travellers’ checks[答案]T
[判断题]◆There are no signatures of traveller s who have bought the checks[答案]F
[判断题]◆Quite a few traveller s like to buy the checks[答案]T
[判断题]◆Traveller s do not worry about the circulation period of the checks as there is no time limit for it[答案]T
[判断题]◆Banks and travel services are reluctant to provide traveller s’ checks[答案]F
首字母O
ONLINE SHOPPING SPREE SETS RECORD
Chinese shoppers spent billions online yesterday as they took advantage of discounts offered on Singles Day (November 11)It is a festival for young single people to celebrate by eating togethersending gifts or going shoppingthus seized on by online retailers to increase sales
It took only 13 hours for sales on just two online sitesTaobao and Tmallto fly past last year’s overall total of 191 billion yuan (US31 billion)The final figure of Singles Day reached an astonishing 3502 billion yuan as hundreds of thousands of consumers rushed to buy clothesfurnitureand home decoration items at discount pricesWhat friends and colleagues greeted each other with that day was Bought anything todayas they exchanged tales of bargains or disappointing news of popular items sold out minutes after the spree began at midnight
In under nine hoursturnover at the Alibaba Group’s Tmall and Taobao sites had exceeded that of last year’s Cyber Mondaya similar event in the United States
We hope other ecommerce sites also did a good job as we want Singles Day to be a holiday for consumers and a good chance for retailers to discover the unmet needs of shoppersJack Mafounder and chairman of Alibaba Grouptold reporters
It’s not a difficult thing to bring our total transaction size to 100 billion yuan in a couple of years but we hope to do more to help vendors and manufacturers to upgrade their products and service to reach more clientsMa said at a news briefing
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Online retailers took hold of the shopping spree to increase sales successfully [答案]T
[判断题]◆The final figure of Singles Day for this year reached 191 billion yuan [答案]F
[判断题]◆Cyber Monday is a similar event in the Great Britain[答案]F
[判断题]◆Other ecommerce sites did as well as Alibaba Group on Singles Day[答案]F
[判断题]◆Jack Ma’s goal of transaction size is to reach 100 billion yuan in several years [答案]T
首字母S
SUCCESSFUL TEAM WORK AND TEAM BUILDING
Team building skills are critical for your effectiveness as a manager or entrepreneurAnd even if you are not in a management or leadership role yetbetter understanding of team work can make you a more effective employee and give you an extra edge in your corporate office
Team building success is when your team can accomplish something much bigger and work more effectively than a group of the same individuals working on their ownThere are two critical factors in building a high performance team
The first factor in team effectiveness is the diversity of skills and personalitiesIt means people use their strengths in fullbut can compensate for each other’s weaknessesOrdifferent personality types balance and complement each other
The other critical element of team work success is that all the team efforts are directed towards the same clear goalsthe team goalsThis relies heavily on good communication in the team and harmony in member relationships
In real lifeteam work success rarely happens by itself if there are no focused team building efforts or activitiesThere is simply too much room for problemsFor exampledifferent personalities may build up conflictsOr even worsesome people with similar personalities may start fighting for authority and dominance in certain areas of expertiseEven if the team goals are clear and accepted by everyonethere may be no team commitment to the group goalsor no consensus on the means of achieving those goalsThere may be a lack of trust and openness which may block the critical communication and lead to loss of coordination in the individual effortsThis is why every team needs a good leader who is able to deal with all team work issues
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Team building skills are not so critical if you are only an employee[答案]F
[判断题]◆To form a high performance teamyou need many important factors[答案]F
[判断题]◆A good team should have a diversity of personalities[答案]T
[判断题]◆Team work success is quite common in practice[答案]F
[判断题]◆To solve all the problemsyou need a capable leader[答案]T
首字母T
The balance sheet is produced at the end of a company’s financial yearand is a snapshot of its financial situationIt shows the company’s assets and liabilities at that point in time
There are two halves to a balance sheetThe top half shows where the money is being used in the business (the net assets)and the bottom half shows where this money came from (the capital employed)The total of each half should be the samehence the expression balance sheet
There are two kinds of assetslongterm and shorttermThe longterm assets are known as fixed assetsand include the landbuildingsmachinery and vehicles that are used in connection with the businessAll fixed assets except land are depreciated as they wear out over timeThe total fixed assets are the value of the fixed assetsless the accumulated depreciation
The shortterm assets are known as current assetsand include cashstocks and receivables that are due within one year
The top half of the balance sheet also includes liabilitiesthat isall debts and obligations owed by the business to creditorsCurrent liabilities are those debts that must be paid within the yearsuch as wages earned but not yet paidLongterm liabilities may include mortgages and other loans that will not have been paid off within the year
The top half of the balance sheet therefore consists of the total of fixed and current assetsless the current and longterm liabilitiesgiving the net assets
The bottom half of the balance sheet shows where this money came fromFor a limited companythis will include the money raised by issuing sharesand is known as the share capitalThe business may also have plowed some of the money back into building up the businessThis is called retained profit
The bottom half of the balance sheet therefore consists of the total of share capital and retained profitsgiving the capital employed
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The top half of a balance sheet shows where the money is being used in the business
[答案]T
[判断题]◆All fixed assets are depreciated as they wear out over time
[答案]F
[判断题]◆The shortterm assets are known as fixed assets
[答案]F
[判断题]◆Current liabilities are those debts that must be paid within the year
[答案]T
[判断题]◆The money plowed back into building up the business is called retained profit
[答案]T
THREE AMERICANS WIN NOBEL ECONOMICS PRIZE
The Royal Swedish Academy of Sciences awarded the Nobel Prize in economics to three AmericansEugene FamaLars Peter Hansen and Robert Shiller on Oct142013Eugene Fama and Lars Peter Hansen are both professors at the University of ChicagoRobert Shiller is a professor at Yale UniversityThey will share the prize worth about 12 million dollars
This year’s prize in economic sciences is about predictionsAll three of this year’s prize winners are mainly known for their research and explanations of pricing forces in financial marketsThey have had a big influence on the way people look at and talk about financial markets
Eugene Fama’s research on financial markets in the 1960s led market watchers to change their ideas about investingHis ideas are linked to the theory that markets are efficientwhich means market actors taking all available information to create the correct price for things at any given timeThis also means that over short periods of timeit is not possible to predict prices
Robert Shiller foundhoweverthat over long periodsthe opposite is trueIt is possible to predict the movement of prices and that price changes are linked to human behavior
The findings of both economists have led to the growth of index fundsinvesting many different securities as a way to reduce riskMr Shiller also helped to create the Standard & Poor’s CaseShiller home prices indexThat index follows home prices across the United States
Lars Peter Hansen developed a method for studying historical pricing informationHis method supports Mr Shiller’s findings and has influenced efforts to predict prices in the financial industry
The Nobel Prize in economics was not created by Alfred Nobelbut was established in his memory by Sweden’s central bank in 1968
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The Royal Swedish Academy of Sciences awarded the Nobel Prize in electronics to three Americans on Oct142013[答案]F
[判断题]◆Eugene FamaLars Peter Hansen and Robert Shiller won the prize for their research and explanations of pricing forces in financial markets[答案]T
[判断题]◆Eugene Fama’s research on financial markets in the 1960s resulted in some change in how market watchers look at investing[答案]T
[判断题]◆The findings of both economists have led to the growth of price predictioninvesting many different securities as a way to reduce risk[答案]F
[判断题]◆The Nobel Prize in economics was established in memory of Alfred Nobel by Sweden’s central bank in 1968[答案]T
TRAVELLER’ S CHECK
Many of the banks and travel services in western provide a convenience for traveller s by issuing traveller’ s checksTraveller swhen buying the checkshave to sign the checks in the presence of the bank or service clerksDuring the triptraveller s can cash the checks from the agencies of the bank or the travel service whenever they need after their countersignatures are recognizedA lot of traveller s like to buy these checks as they don’t have to take along much cash and worry about counterfeit signaturesThe agencies will get back the money they have paid by sending the checks to the issuing offices
Traveller’ s checks are generally of small face valuesuch as ten or twenty dollarsor five or ten poundsfor miscellaneous paymentsThere is no time limit for their circulation periodIt is very profitable for the issuing offices to finance the funds they collect by issuing traveller’ s checks because they not only receive a service charge from the check buyersbut they also don’t need to pay any interest no matter how long the checks remain in circulation before clearingThis is why banks and travel services are willing to provide this convenience
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆It is convenient for the travellers to travel around the world as many banks and travel services issue travellers’ checks[答案]T
[判断题]◆There are no signatures of traveller s who have bought the checks[答案]F
[判断题]◆Quite a few traveller s like to buy the checks[答案]T
[判断题]◆Traveller s do not worry about the circulation period of the checks as there is no time limit for it[答案]T
[判断题]◆Banks and travel services are reluctant to provide traveller s’ checks[答案]F
THE FEEL GOOD FACTOR IN CUSTOMER SERVICE
A challenge in working in customer service is to ensure that you have focused your attention on the right key areasmeasured by the right Key Performance Indicator (KPI)One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good FactorBasically the goal is not only to help the customer have a good experiencebut to offer an experience that exceeds expectationsSeveral key points are listed as follows
Know what productsservice you are offering from back to frontIn other wordsbe an information expertIt is okay to say I don’t knowbut it should always be followed up by but let me find out or possibly but this person will be able to assist youWhatever the situation may bemake sure that you don’t leave your customer with an unanswered question
Most of the communication that you relay to others is done through body languageIf you have negative body language when you communicate with othersit shows that you don’t careTwo of the most important aspects of positive body language are smiling and eye contactMake sure to look your customers in the eyeIt shows that we are listening to them and hearing what they are sayingAnd of course smiling is more inviting than a blank look or frown
Nothing surprises your customers more than an employee going the extra mile to help themAlways look for ways to go above and beyond the expectations of your customersIn doing soit helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The goal of customer service is to give customers an experience that meets their expectations [答案]F
[判断题]◆Leave your customer with an unanswered question is unacceptable [答案]T
[判断题]◆Both positive body language and negative body language are necessary in customer service [答案]F
[判断题]◆Eye contact is one of the most important aspects of positive body language[答案]T
[判断题]◆The underlined going the extra mile to help them in the last paragraph means going a long way to help them [答案]F
THE GOLDEN RULES OF NEGOTIATING
The art of negotiating is a difficult skill for most of useven good salespeopleHere are three golden rules for you to follow
1ALWAYS START THE NEGOTIATIONS
You must initiate the processThis is because whoever controls the start of the negotiations tends to control where they endIf you let the other party start negotiationsyou will be constantly giving up controloften without even realizing itFor instancewhen you ask someone what his project budget isyou are allowing him to start the negotiationsYou will then spend your time chasing his number rather than finding the best solutionSonever let the other party control the negotiations
2ALWAYS NEGOTIATE IN WRITING
The purpose of negotiations is to arrive at a formal written agreementnot tell a story or spend time talkingFrom the first moment you begin a proposalyou should create a document and take it to the clientIt will include all the points of agreement and become real to the prospective customerNegotiating first and then having to create a document adds unnecessary time to a transactionBut if you build your written agreement as you negotiateyou are prepared to ask for a signature the moment the decision to buy is made
3ALWAYS STAY COOL
The negotiation table can be loaded with agendasegos and emotionsGreat negotiators know how to stay coolproviding leadership and solutionswhile the rest of the room becomes insanely invested in personal agendas and useless emotionsCryinggetting angry and blowing off steam may make you feel goodbut such behavior will not benefit you while negotiatingWhen the rest of the room gets emotionalstay cool and use logic to negotiate and close
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆If you let the other party start negotiationsyou will be completely grasp the controloften without even realizing it [答案]F
[判断题]◆Sonever let both parties control the negotiations [答案]F
[判断题]◆Negotiating first and then having to create a document doesn’t need necessary time to a transaction [答案]T
[判断题]◆Great negotiators know how to stay coolproviding leadership and solutionswhile the rest of the room becomes wild or helpless during the negotiation [答案]T
[判断题]◆When the rest of the room gets out of controlstay cool and use logic to negotiate and close [答案]F
SUCCESSFUL TEAM WORK AND TEAM BUILDING
Team building skills are critical for your effectiveness as a manager or entrepreneurAnd even if you are not in a management or leadership role yetbetter understanding of team work can make you a more effective employee and give you an extra edge in your corporate office
Team building success is when your team can accomplish something much bigger and work more effectively than a group of the same individuals working on their ownThere are two critical factors in building a high performance team
The first factor in team effectiveness is the diversity of skills and personalitiesIt means people use their strengths in fullbut can compensate for each other’s weaknessesOrdifferent personality types balance and complement each other
The other critical element of team work success is that all the team efforts are directed towards the same clear goalsthe team goalsThis relies heavily on good communication in the team and harmony in member relationships
In real lifeteam work success rarely happens by itself if there are no focused team building efforts or activitiesThere is simply too much room for problemsFor exampledifferent personalities may build up conflictsOr even worsesome people with similar personalities may start fighting for authority and dominance in certain areas of expertiseEven if the team goals are clear and accepted by everyonethere may be no team commitment to the group goalsor no consensus on the means of achieving those goalsThere may be a lack of trust and openness which may block the critical communication and lead to loss of coordination in the individual effortsThis is why every team needs a good leader who is able to deal with all team work issues
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Team building skills are not so critical if you are only an employee[答案]F
[判断题]◆To form a high performance teamyou need many important factors[答案]F
[判断题]◆A good team should have a diversity of personalities[答案]T
[判断题]◆Team work success is quite common in practice[答案]F
[判断题]◆To solve all the problemsyou need a capable leader[答案]T
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第四题 阅读理解判断题
说明：2023年9月整理适国开电2024年1月期末机考
题包含5题题4分计20分阅读短文判断句子正误正确选T错误选F
首字母A
A challenge in working in customer service is to ensure that you have focused your attention on the right key areasmeasured by the right Key Performance Indicator(KPI) One of the most important aspects of a customer service KPI is what is often referred to as theFeel Good FactorBasically the goal is not only to help the customer have a good experiencebut to offer an experience that exceeds expectationsSeveral key points are listed as follows：
Know what productsservice you are offering from back to frontIn other wordsbean information expertIt is okay to sayI don’t knowbut it should always be followed up by but let me find outor possiblybut this person will be able to assist youWhatever the situation maybemake sure that you don’t leave your customer with an unanswered question
Most of the communication that you relay to others is done through body languageIf you have negative body language when you communicate with othersit shows that you don’t careTwo of the most important aspects of positive body language are smiling and eye contactMake sure to look your customers in the eyeIt shows that we are listening to them and hearing what they are sayingAnd of course smiling is more inviting than a blank look or frown
Nothing surprises your customers more than an employee going the extra mile to help themAlways look for ways to go above and beyond the expectations of your customersIn doing soit helps them to know that you care and it will leave them with theFeel Good Factorthat you are searching for
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The goal of customer service is to give customers an experience that meets their expectations[答案]F
[判断题]◆Leaving your customer with an unanswered question is unacceptable[答案]T
[判断题]◆Leave your customer with an unanswered question is unacceptable [答案]T
[判断题]◆Both positive body language and negative body language are necessary in customer service[答案]F
[判断题]◆Eye contact is one of the most important aspects of positive body language[答案]T
[判断题]◆Your customers are satisfied if an employee goes the extra mile to help them[答案]T
[判断题]◆The underlined going the extra mile to help them in the last paragraph means going a long way to help them [答案]F
首字母C
ONLINE SHOPPING SPREE SETS RECORD
Chinese shoppers spent billions online yesterday as they took advantage of discounts offered on Singles Day (November 11)It is a festival for young single people to celebrate by eating togethersending gifts or going shoppingthus seized on by online retailers to increase sales
It took only 13 hours for sales on just two online sitesTaobao and Tmallto fly past last year’s overall total of 191 billion yuan (US31 billion)The final figure of Singles Day reached an astonishing 3502 billion yuan as hundreds of thousands of consumers rushed to buy clothesfurnitureand home decoration items at discount pricesWhat friends and colleagues greeted each other with that day was Bought anything todayas they exchanged tales of bargains or disappointing news of popular items sold out minutes after the spree began at midnight
In under nine hoursturnover at the Alibaba Group’s Tmall and Taobao sites had exceeded that of last year’s Cyber Mondaya similar event in the United States
We hope other ecommerce sites also did a good job as we want Singles Day to be a holiday for consumers and a good chance for retailers to discover the unmet needs of shoppersJack Mafounder and chairman of Alibaba Grouptold reporters
It’s not a difficult thing to bring our total transaction size to 100 billion yuan in a couple of years but we hope to do more to help vendors and manufacturers to upgrade their products and service to reach more clientsMa said at a news briefing
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Online retailers took hold of the shopping spree to increase sales successfully [答案]T
[判断题]◆The final figure of Singles Day for this year reached 191 billion yuan [答案]F
[判断题]◆Cyber Monday is a similar event in the Great Britain[答案]F
[判断题]◆Other ecommerce sites did as well as Alibaba Group on Singles Day[答案]F
[判断题]◆Jack Ma’s goal of transaction size is to reach 100 billion yuan in several years [答案]T
首字母F
FOUR TIPS FOR BECOMING A FRANCHISEE
If you want to become a franchiseethe tips below can help you to find the perfect opportunity
BE FOCUSD ON YOUR PREFERENCE
On the stage of decisionmakingthe bottom line isDon’t rule out a business without learning or seeing what the daytoday will look likeFor instancethink about a mom returning to the work force who knows she wants to interact with children on a daily basisAmong the hundreds of options thereshe needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in mathDeciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
BE PROACTIVE WITH YOUR RESEARCH
After you’ve determined what role you want in a franchiseit’s important to start researching different optionsPhysically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchisor has experienceBefore signing on to a franchiseit is essential to ask the franchisor about the executive team and its past industry experienceFind out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
READ THE FRANCHISE DISCLOSURE DOCUMENT CAREFULLY
The first thing to look at is how much a franchise would cost to purchaseMake sure you have a financial advisor who can look at that item with you and see the type of profit a franchisee can make on averageIt’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the businessyou know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like[答案]T
[判断题]◆Before you’ve determined what role you want in a franchiseit’s time to start the business[答案]F
[判断题]◆Before signing on to a franchisethe essential job is to ask the franchisor about the executive team and its past industry experience[答案]T
[判断题]◆The first thing to look at is how long a franchise would take to purchase[答案]F
[判断题]◆To make sure that when you want to leave the businessyou have made enough money and you are satisfied with that[答案]F
首字母I
FOUR TIPS FOR BECOMING A FRANCHISEE
If you want to become a franchiseethe tips below can help you to find the perfect opportunity
BE FOCUSD ON YOUR PREFERENCE
On the stage of decisionmakingthe bottom line isDon’t rule out a business without learning or seeing what the daytoday will look likeFor instancethink about a mom returning to the work force who knows she wants to interact with children on a daily basisAmong the hundreds of options thereshe needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in mathDeciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
BE PROACTIVE WITH YOUR RESEARCH
After you’ve determined what role you want in a franchiseit’s important to start researching different optionsPhysically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchisor has experienceBefore signing on to a franchiseit is essential to ask the franchisor about the executive team and its past industry experienceFind out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
READ THE FRANCHISE DISCLOSURE DOCUMENT CAREFULLY
The first thing to look at is how much a franchise would cost to purchaseMake sure you have a financial advisor who can look at that item with you and see the type of profit a franchisee can make on averageIt’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the businessyou know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like[答案]T
[判断题]◆Before you’ve determined what role you want in a franchiseit’s time to start the business[答案]F
[判断题]◆Before signing on to a franchisethe essential job is to ask the franchisor about the executive team and its past industry experience[答案]T
[判断题]◆The first thing to look at is how long a franchise would take to purchase[答案]F
[判断题]◆To make sure that when you want to leave the businessyou have made enough money and you are satisfied with that[答案]F
If you want to become a franchisee the tips below can help you to find the perfect opportunity
Be focused on your preference On the stage of decisionmaking the bottom line is Don’t rule out a business without learning or seeing what the daytoday will look like For instance think about a mom returning to the work force who knows she wants to interact with children on a daily basis Among the hundreds of options there she needs to decide if she would like to be hands on as a teacher or if she would rather manage a facility that tutors children in math Deciding between the two is easy if she considers which daytoday position she would prefer and how that will impact her other goals
Be proactive with your research After you’ve determined what role you want in a franchise it’s important to start researching different options Physically visit many different franchise locations and browse the web and then determine what will be a fit in your community
Make sure the franchiser has experience Before signing on to a franchise it is essential to ask the franchiser about the executive team and its past industry experience Find out if the company leaders have had significant experience at another franchise and are now applying that knowledge successfully
Read the franchise disclosure document carefully The first thing to look at is how much a franchise would cost to purchase Make sure you have a financial adviser who can look at that item with you and see the type of profit a franchisee can make on average It’s also important to take a look at the posttermination clause in the agreement to make sure that when you want to leave the business you know the terms well and your interests are properly protected
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Decide on a business with learning or seeing what the daytoday will look like
[答案]T
[判断题]◆Before you’ve determined what role you want in a franchise it’s time to start the business
[答案]F
[判断题]◆Before signing on to a franchise the essential job is to ask the franchiser about the executive team and its past industry experience
[答案]T
[判断题]◆ The first thing to look at is how long a franchise would take to purchase
[答案]F
[判断题]◆To make sure that when you want to leave the business you have made enough money and you are satisfied with that
[答案]F
首字母M
TRAVELLER’ S CHECK
Many of the banks and travel services in western provide a convenience for traveller s by issuing traveller’ s checksTraveller swhen buying the checkshave to sign the checks in the presence of the bank or service clerksDuring the triptraveller s can cash the checks from the agencies of the bank or the travel service whenever they need after their countersignatures are recognizedA lot of traveller s like to buy these checks as they don’t have to take along much cash and worry about counterfeit signaturesThe agencies will get back the money they have paid by sending the checks to the issuing offices
Traveller’ s checks are generally of small face valuesuch as ten or twenty dollarsor five or ten poundsfor miscellaneous paymentsThere is no time limit for their circulation periodIt is very profitable for the issuing offices to finance the funds they collect by issuing traveller’ s checks because they not only receive a service charge from the check buyersbut they also don’t need to pay any interest no matter how long the checks remain in circulation before clearingThis is why banks and travel services are willing to provide this convenience
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆It is convenient for the travellers to travel around the world as many banks and travel services issue travellers’ checks[答案]T
[判断题]◆There are no signatures of traveller s who have bought the checks[答案]F
[判断题]◆Quite a few traveller s like to buy the checks[答案]T
[判断题]◆Traveller s do not worry about the circulation period of the checks as there is no time limit for it[答案]T
[判断题]◆Banks and travel services are reluctant to provide traveller s’ checks[答案]F
首字母O
ONLINE SHOPPING SPREE SETS RECORD
Chinese shoppers spent billions online yesterday as they took advantage of discounts offered on Singles Day (November 11)It is a festival for young single people to celebrate by eating togethersending gifts or going shoppingthus seized on by online retailers to increase sales
It took only 13 hours for sales on just two online sitesTaobao and Tmallto fly past last year’s overall total of 191 billion yuan (US31 billion)The final figure of Singles Day reached an astonishing 3502 billion yuan as hundreds of thousands of consumers rushed to buy clothesfurnitureand home decoration items at discount pricesWhat friends and colleagues greeted each other with that day was Bought anything todayas they exchanged tales of bargains or disappointing news of popular items sold out minutes after the spree began at midnight
In under nine hoursturnover at the Alibaba Group’s Tmall and Taobao sites had exceeded that of last year’s Cyber Mondaya similar event in the United States
We hope other ecommerce sites also did a good job as we want Singles Day to be a holiday for consumers and a good chance for retailers to discover the unmet needs of shoppersJack Mafounder and chairman of Alibaba Grouptold reporters
It’s not a difficult thing to bring our total transaction size to 100 billion yuan in a couple of years but we hope to do more to help vendors and manufacturers to upgrade their products and service to reach more clientsMa said at a news briefing
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Online retailers took hold of the shopping spree to increase sales successfully [答案]T
[判断题]◆The final figure of Singles Day for this year reached 191 billion yuan [答案]F
[判断题]◆Cyber Monday is a similar event in the Great Britain[答案]F
[判断题]◆Other ecommerce sites did as well as Alibaba Group on Singles Day[答案]F
[判断题]◆Jack Ma’s goal of transaction size is to reach 100 billion yuan in several years [答案]T
首字母S
SUCCESSFUL TEAM WORK AND TEAM BUILDING
Team building skills are critical for your effectiveness as a manager or entrepreneurAnd even if you are not in a management or leadership role yetbetter understanding of team work can make you a more effective employee and give you an extra edge in your corporate office
Team building success is when your team can accomplish something much bigger and work more effectively than a group of the same individuals working on their ownThere are two critical factors in building a high performance team
The first factor in team effectiveness is the diversity of skills and personalitiesIt means people use their strengths in fullbut can compensate for each other’s weaknessesOrdifferent personality types balance and complement each other
The other critical element of team work success is that all the team efforts are directed towards the same clear goalsthe team goalsThis relies heavily on good communication in the team and harmony in member relationships
In real lifeteam work success rarely happens by itself if there are no focused team building efforts or activitiesThere is simply too much room for problemsFor exampledifferent personalities may build up conflictsOr even worsesome people with similar personalities may start fighting for authority and dominance in certain areas of expertiseEven if the team goals are clear and accepted by everyonethere may be no team commitment to the group goalsor no consensus on the means of achieving those goalsThere may be a lack of trust and openness which may block the critical communication and lead to loss of coordination in the individual effortsThis is why every team needs a good leader who is able to deal with all team work issues
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Team building skills are not so critical if you are only an employee[答案]F
[判断题]◆To form a high performance teamyou need many important factors[答案]F
[判断题]◆A good team should have a diversity of personalities[答案]T
[判断题]◆Team work success is quite common in practice[答案]F
[判断题]◆To solve all the problemsyou need a capable leader[答案]T
首字母T
The balance sheet is produced at the end of a company’s financial yearand is a snapshot of its financial situationIt shows the company’s assets and liabilities at that point in time
There are two halves to a balance sheetThe top half shows where the money is being used in the business (the net assets)and the bottom half shows where this money came from (the capital employed)The total of each half should be the samehence the expression balance sheet
There are two kinds of assetslongterm and shorttermThe longterm assets are known as fixed assetsand include the landbuildingsmachinery and vehicles that are used in connection with the businessAll fixed assets except land are depreciated as they wear out over timeThe total fixed assets are the value of the fixed assetsless the accumulated depreciation
The shortterm assets are known as current assetsand include cashstocks and receivables that are due within one year
The top half of the balance sheet also includes liabilitiesthat isall debts and obligations owed by the business to creditorsCurrent liabilities are those debts that must be paid within the yearsuch as wages earned but not yet paidLongterm liabilities may include mortgages and other loans that will not have been paid off within the year
The top half of the balance sheet therefore consists of the total of fixed and current assetsless the current and longterm liabilitiesgiving the net assets
The bottom half of the balance sheet shows where this money came fromFor a limited companythis will include the money raised by issuing sharesand is known as the share capitalThe business may also have plowed some of the money back into building up the businessThis is called retained profit
The bottom half of the balance sheet therefore consists of the total of share capital and retained profitsgiving the capital employed
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The top half of a balance sheet shows where the money is being used in the business
[答案]T
[判断题]◆All fixed assets are depreciated as they wear out over time
[答案]F
[判断题]◆The shortterm assets are known as fixed assets
[答案]F
[判断题]◆Current liabilities are those debts that must be paid within the year
[答案]T
[判断题]◆The money plowed back into building up the business is called retained profit
[答案]T
THREE AMERICANS WIN NOBEL ECONOMICS PRIZE
The Royal Swedish Academy of Sciences awarded the Nobel Prize in economics to three AmericansEugene FamaLars Peter Hansen and Robert Shiller on Oct142013Eugene Fama and Lars Peter Hansen are both professors at the University of ChicagoRobert Shiller is a professor at Yale UniversityThey will share the prize worth about 12 million dollars
This year’s prize in economic sciences is about predictionsAll three of this year’s prize winners are mainly known for their research and explanations of pricing forces in financial marketsThey have had a big influence on the way people look at and talk about financial markets
Eugene Fama’s research on financial markets in the 1960s led market watchers to change their ideas about investingHis ideas are linked to the theory that markets are efficientwhich means market actors taking all available information to create the correct price for things at any given timeThis also means that over short periods of timeit is not possible to predict prices
Robert Shiller foundhoweverthat over long periodsthe opposite is trueIt is possible to predict the movement of prices and that price changes are linked to human behavior
The findings of both economists have led to the growth of index fundsinvesting many different securities as a way to reduce riskMr Shiller also helped to create the Standard & Poor’s CaseShiller home prices indexThat index follows home prices across the United States
Lars Peter Hansen developed a method for studying historical pricing informationHis method supports Mr Shiller’s findings and has influenced efforts to predict prices in the financial industry
The Nobel Prize in economics was not created by Alfred Nobelbut was established in his memory by Sweden’s central bank in 1968
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The Royal Swedish Academy of Sciences awarded the Nobel Prize in electronics to three Americans on Oct142013[答案]F
[判断题]◆Eugene FamaLars Peter Hansen and Robert Shiller won the prize for their research and explanations of pricing forces in financial markets[答案]T
[判断题]◆Eugene Fama’s research on financial markets in the 1960s resulted in some change in how market watchers look at investing[答案]T
[判断题]◆The findings of both economists have led to the growth of price predictioninvesting many different securities as a way to reduce risk[答案]F
[判断题]◆The Nobel Prize in economics was established in memory of Alfred Nobel by Sweden’s central bank in 1968[答案]T
TRAVELLER’ S CHECK
Many of the banks and travel services in western provide a convenience for traveller s by issuing traveller’ s checksTraveller swhen buying the checkshave to sign the checks in the presence of the bank or service clerksDuring the triptraveller s can cash the checks from the agencies of the bank or the travel service whenever they need after their countersignatures are recognizedA lot of traveller s like to buy these checks as they don’t have to take along much cash and worry about counterfeit signaturesThe agencies will get back the money they have paid by sending the checks to the issuing offices
Traveller’ s checks are generally of small face valuesuch as ten or twenty dollarsor five or ten poundsfor miscellaneous paymentsThere is no time limit for their circulation periodIt is very profitable for the issuing offices to finance the funds they collect by issuing traveller’ s checks because they not only receive a service charge from the check buyersbut they also don’t need to pay any interest no matter how long the checks remain in circulation before clearingThis is why banks and travel services are willing to provide this convenience
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆It is convenient for the travellers to travel around the world as many banks and travel services issue travellers’ checks[答案]T
[判断题]◆There are no signatures of traveller s who have bought the checks[答案]F
[判断题]◆Quite a few traveller s like to buy the checks[答案]T
[判断题]◆Traveller s do not worry about the circulation period of the checks as there is no time limit for it[答案]T
[判断题]◆Banks and travel services are reluctant to provide traveller s’ checks[答案]F
THE FEEL GOOD FACTOR IN CUSTOMER SERVICE
A challenge in working in customer service is to ensure that you have focused your attention on the right key areasmeasured by the right Key Performance Indicator (KPI)One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good FactorBasically the goal is not only to help the customer have a good experiencebut to offer an experience that exceeds expectationsSeveral key points are listed as follows
Know what productsservice you are offering from back to frontIn other wordsbe an information expertIt is okay to say I don’t knowbut it should always be followed up by but let me find out or possibly but this person will be able to assist youWhatever the situation may bemake sure that you don’t leave your customer with an unanswered question
Most of the communication that you relay to others is done through body languageIf you have negative body language when you communicate with othersit shows that you don’t careTwo of the most important aspects of positive body language are smiling and eye contactMake sure to look your customers in the eyeIt shows that we are listening to them and hearing what they are sayingAnd of course smiling is more inviting than a blank look or frown
Nothing surprises your customers more than an employee going the extra mile to help themAlways look for ways to go above and beyond the expectations of your customersIn doing soit helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆The goal of customer service is to give customers an experience that meets their expectations [答案]F
[判断题]◆Leave your customer with an unanswered question is unacceptable [答案]T
[判断题]◆Both positive body language and negative body language are necessary in customer service [答案]F
[判断题]◆Eye contact is one of the most important aspects of positive body language[答案]T
[判断题]◆The underlined going the extra mile to help them in the last paragraph means going a long way to help them [答案]F
THE GOLDEN RULES OF NEGOTIATING
The art of negotiating is a difficult skill for most of useven good salespeopleHere are three golden rules for you to follow
1ALWAYS START THE NEGOTIATIONS
You must initiate the processThis is because whoever controls the start of the negotiations tends to control where they endIf you let the other party start negotiationsyou will be constantly giving up controloften without even realizing itFor instancewhen you ask someone what his project budget isyou are allowing him to start the negotiationsYou will then spend your time chasing his number rather than finding the best solutionSonever let the other party control the negotiations
2ALWAYS NEGOTIATE IN WRITING
The purpose of negotiations is to arrive at a formal written agreementnot tell a story or spend time talkingFrom the first moment you begin a proposalyou should create a document and take it to the clientIt will include all the points of agreement and become real to the prospective customerNegotiating first and then having to create a document adds unnecessary time to a transactionBut if you build your written agreement as you negotiateyou are prepared to ask for a signature the moment the decision to buy is made
3ALWAYS STAY COOL
The negotiation table can be loaded with agendasegos and emotionsGreat negotiators know how to stay coolproviding leadership and solutionswhile the rest of the room becomes insanely invested in personal agendas and useless emotionsCryinggetting angry and blowing off steam may make you feel goodbut such behavior will not benefit you while negotiatingWhen the rest of the room gets emotionalstay cool and use logic to negotiate and close
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆If you let the other party start negotiationsyou will be completely grasp the controloften without even realizing it [答案]F
[判断题]◆Sonever let both parties control the negotiations [答案]F
[判断题]◆Negotiating first and then having to create a document doesn’t need necessary time to a transaction [答案]T
[判断题]◆Great negotiators know how to stay coolproviding leadership and solutionswhile the rest of the room becomes wild or helpless during the negotiation [答案]T
[判断题]◆When the rest of the room gets out of controlstay cool and use logic to negotiate and close [答案]F
SUCCESSFUL TEAM WORK AND TEAM BUILDING
Team building skills are critical for your effectiveness as a manager or entrepreneurAnd even if you are not in a management or leadership role yetbetter understanding of team work can make you a more effective employee and give you an extra edge in your corporate office
Team building success is when your team can accomplish something much bigger and work more effectively than a group of the same individuals working on their ownThere are two critical factors in building a high performance team
The first factor in team effectiveness is the diversity of skills and personalitiesIt means people use their strengths in fullbut can compensate for each other’s weaknessesOrdifferent personality types balance and complement each other
The other critical element of team work success is that all the team efforts are directed towards the same clear goalsthe team goalsThis relies heavily on good communication in the team and harmony in member relationships
In real lifeteam work success rarely happens by itself if there are no focused team building efforts or activitiesThere is simply too much room for problemsFor exampledifferent personalities may build up conflictsOr even worsesome people with similar personalities may start fighting for authority and dominance in certain areas of expertiseEven if the team goals are clear and accepted by everyonethere may be no team commitment to the group goalsor no consensus on the means of achieving those goalsThere may be a lack of trust and openness which may block the critical communication and lead to loss of coordination in the individual effortsThis is why every team needs a good leader who is able to deal with all team work issues
特提醒：题5题需拉动答题框右边滚动条5试题显示出做答
[判断题]◆Team building skills are not so critical if you are only an employee[答案]F
[判断题]◆To form a high performance teamyou need many important factors[答案]F
[判断题]◆A good team should have a diversity of personalities[答案]T
[判断题]◆Team work success is quite common in practice[答案]F
[判断题]◆To solve all the problemsyou need a capable leader[答案]T
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