（专升本）-商务英语期末复习题(1)

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service helps companies expand their ____ and build stable long-term cooperation with clients.

Winning customer ____ is the core of sustainable business development.

Nowadays, consumers no longer merely accept basic services. They tend to expect brands to ____ their daily needs and even ____ their original expectations.

Nowadays, consumers no longer merely accept basic services. They tend to expect brands to ____ their daily needs and even ____ their original expectations.

When customers purchase faulty products or receive poor service, they will not be ____.

In this case, they will contact the company's ____ to raise complaints and share their true ____.

In this case, they will contact the company's ____ to raise complaints and share their true ____.

Professional service staff will actively ____ existing problems instead of ignoring them.

They will provide reasonable solutions, including a full ____ for payment, a free product ____, and a formal official ____ for after-sales protection.

They will provide reasonable solutions, including a full ____ for payment, a free product ____, and a formal official ____ for after-sales protection.

They will provide reasonable solutions, including a full ____ for payment, a free product ____, and a formal official ____ for after-sales protection.

Besides, excellent employees always ____ for customers and double-check to ____ all booking and product information accurately.

Besides, excellent employees always ____ for customers and double-check to ____ all booking and product information accurately.

These thoughtful efforts effectively foster good customer relationships. Most importantly, positive consumer experiences will generate valuable ____, which is the most cost-effective way to attract new customers and occupy market share.

Enterprises that prioritize customer service and constantly improve service quality can always seize market ____ and maintain long-term competitive advantages.

Sarah works as a sales representative for a furniture company. She is responsible for communicating with clients, handling product inquiries, and negotiating prices. One day, she receives a call from a potential customer interested in a new line of oak desks. “Good morning, this is Sarah 1 from Horton’s Furniture. How can I help you?” she says politely. The customer replies, “Hi, I’d like to get a 2 for the oak desk in your brochure, including all taxes and shipping costs.” Sarah checks the system and says, “Our basic price is $$800, but with 3, it comes to $$960. Would you like me to add the 4 costs as well?” The customer asks, “Does the desk have a long battery life?” Sarah smiles and explains, “It’s a desk, so it doesn’t have a battery. But it does have great 5, such as a scratch-resistant surface and adjustable height.” The customer then asks about delivery. Sarah explains, “The desks are 6 our factory in Vietnam and then 7 our logistics partners to your location.” A few days later, the customer calls back to negotiate the price. “Your price is too high. Can you lower it?” he asks. Sarah remembers the negotiation tips she learned: don’t be 8, and try to understand the other 9’s needs. She replies, “I understand your concern. Perhaps we can find a 10 that works for both of us.” The customer suggests, “If I buy 50 desks, can you give me a discount?” Sarah sees an opportunity for a 11-off. “We can reduce the price by 10%, but you will need to pay half of the transportation costs,” she offers. The customer agrees, and Sarah says, “Great. I’ll send you a revised 12 by email.” Before hanging up, Sarah ends the call politely: “Nice speaking 13 you. Thank you for your 14.” The customer replies, “Thank you. I’ll call you back if I have more questions.” Sarah writes a note in her system: “Deal 15 — 50 desks, 10% discount, customer pays half of shipping.”

Sarah works as a sales representative for a furniture company. She is responsible for communicating with clients, handling product inquiries, and negotiating prices. One day, she receives a call from a potential customer interested in a new line of oak desks. “Good morning, this is Sarah 1 from Horton’s Furniture. How can I help you?” she says politely. The customer replies, “Hi, I’d like to get a 2 for the oak desk in your brochure, including all taxes and shipping costs.” Sarah checks the system and says, “Our basic price is $$800, but with 3, it comes to $$960. Would you like me to add the 4 costs as well?” The customer asks, “Does the desk have a long battery life?” Sarah smiles and explains, “It’s a desk, so it doesn’t have a battery. But it does have great 5, such as a scratch-resistant surface and adjustable height.” The customer then asks about delivery. Sarah explains, “The desks are 6 our factory in Vietnam and then 7 our logistics partners to your location.” A few days later, the customer calls back to negotiate the price. “Your price is too high. Can you lower it?” he asks. Sarah remembers the negotiation tips she learned: don’t be 8, and try to understand the other 9’s needs. She replies, “I understand your concern. Perhaps we can find a 10 that works for both of us.” The customer suggests, “If I buy 50 desks, can you give me a discount?” Sarah sees an opportunity for a 11-off. “We can reduce the price by 10%, but you will need to pay half of the transportation costs,” she offers. The customer agrees, and Sarah says, “Great. I’ll send you a revised 12 by email.” Before hanging up, Sarah ends the call politely: “Nice speaking 13 you. Thank you for your 14.” The customer replies, “Thank you. I’ll call you back if I have more questions.” Sarah writes a note in her system: “Deal 15 — 50 desks, 10% discount, customer pays half of shipping.”

Sarah works as a sales representative for a furniture company. She is responsible for communicating with clients, handling product inquiries, and negotiating prices. One day, she receives a call from a potential customer interested in a new line of oak desks. “Good morning, this is Sarah 1 from Horton’s Furniture. How can I help you?” she says politely. The customer replies, “Hi, I’d like to get a 2 for the oak desk in your brochure, including all taxes and shipping costs.” Sarah checks the system and says, “Our basic price is $$800, but with 3, it comes to $$960. Would you like me to add the 4 costs as well?” The customer asks, “Does the desk have a long battery life?” Sarah smiles and explains, “It’s a desk, so it doesn’t have a battery. But it does have great 5, such as a scratch-resistant surface and adjustable height.” The customer then asks about delivery. Sarah explains, “The desks are 6 our factory in Vietnam and then 7 our logistics partners to your location.” A few days later, the customer calls back to negotiate the price. “Your price is too high. Can you lower it?” he asks. Sarah remembers the negotiation tips she learned: don’t be 8, and try to understand the other 9’s needs. She replies, “I understand your concern. Perhaps we can find a 10 that works for both of us.” The customer suggests, “If I buy 50 desks, can you give me a discount?” Sarah sees an opportunity for a 11-off. “We can reduce the price by 10%, but you will need to pay half of the transportation costs,” she offers. The customer agrees, and Sarah says, “Great. I’ll send you a revised 12 by email.” Before hanging up, Sarah ends the call politely: “Nice speaking 13 you. Thank you for your 14.” The customer replies, “Thank you. I’ll call you back if I have more questions.” Sarah writes a note in her system: “Deal 15 — 50 desks, 10% discount, customer pays half of shipping.”

Sarah works as a sales representative for a furniture company. She is responsible for communicating with clients, handling product inquiries, and negotiating prices. One day, she receives a call from a potential customer interested in a new line of oak desks. “Good morning, this is Sarah 1 from Horton’s Furniture. How can I help you?” she says politely. The customer replies, “Hi, I’d like to get a 2 for the oak desk in your brochure, including all taxes and shipping costs.” Sarah checks the system and says, “Our basic price is $$800, but with 3, it comes to $$960. Would you like me to add the 4 costs as well?” The customer asks, “Does the desk have a long battery life?” Sarah smiles and explains, “It’s a desk, so it doesn’t have a battery. But it does have great 5, such as a scratch-resistant surface and adjustable height.” The customer then asks about delivery. Sarah explains, “The desks are 6 our factory in Vietnam and then 7 our logistics partners to your location.” A few days later, the customer calls back to negotiate the price. “Your price is too high. Can you lower it?” he asks. Sarah remembers the negotiation tips she learned: don’t be 8, and try to understand the other 9’s needs. She replies, “I understand your concern. Perhaps we can find a 10 that works for both of us.” The customer suggests, “If I buy 50 desks, can you give me a discount?” Sarah sees an opportunity for a 11-off. “We can reduce the price by 10%, but you will need to pay half of the transportation costs,” she offers. The customer agrees, and Sarah says, “Great. I’ll send you a revised 12 by email.” Before hanging up, Sarah ends the call politely: “Nice speaking 13 you. Thank you for your 14.” The customer replies, “Thank you. I’ll call you back if I have more questions.” Sarah writes a note in her system: “Deal 15 — 50 desks, 10% discount, customer pays half of shipping.”

Sarah works as a sales representative for a furniture company. She is responsible for communicating with clients, handling product inquiries, and negotiating prices. One day, she receives a call from a potential customer interested in a new line of oak desks. “Good morning, this is Sarah 1 from Horton’s Furniture. How can I help you?” she says politely. The customer replies, “Hi, I’d like to get a 2 for the oak desk in your brochure, including all taxes and shipping costs.” Sarah checks the system and says, “Our basic price is $$800, but with 3, it comes to $$960. Would you like me to add the 4 costs as well?” The customer asks, “Does the desk have a long battery life?” Sarah smiles and explains, “It’s a desk, so it doesn’t have a battery. But it does have great 5, such as a scratch-resistant surface and adjustable height.” The customer then asks about delivery. Sarah explains, “The desks are 6 our factory in Vietnam and then 7 our logistics partners to your location.” A few days later, the customer calls back to negotiate the price. “Your price is too high. Can you lower it?” he asks. Sarah remembers the negotiation tips she learned: don’t be 8, and try to understand the other 9’s needs. She replies, “I understand your concern. Perhaps we can find a 10 that works for both of us.” The customer suggests, “If I buy 50 desks, can you give me a discount?” Sarah sees an opportunity for a 11-off. “We can reduce the price by 10%, but you will need to pay half of the transportation costs,” she offers. The customer agrees, and Sarah says, “Great. I’ll send you a revised 12 by email.” Before hanging up, Sarah ends the call politely: “Nice speaking 13 you. Thank you for your 14.” The customer replies, “Thank you. I’ll call you back if I have more questions.” Sarah writes a note in her system: “Deal 15 — 50 desks, 10% discount, customer pays half of shipping.”