Your customer has deployed a Cisco Wireless Location Appliance within its warehouseenvironment. However， employees there have been experiencing problems when tracking objects using activeRFID tags.The RFID beacon rate is 10 seconds and you have discovere

题目

Your customer has deployed a Cisco Wireless Location Appliance within its warehouseenvironment. However， employees there have been experiencing problems when tracking objects using activeRFID tags.The RFID beacon rate is 10 seconds and you have discovered an issue with the RFID timeoutvalue. Where and how should the RFID value be changed？（）

A、on the Cisco WCS， to 95 seconds
B、on the wireless controller， to 45 seconds
C、on the wireless controller， to 95 seconds
D、on the Cisco WCS， to 45 seconds

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第1题：

Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:

Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.

Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.

Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.

Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.

The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.

21. Whom do angry customers tend to aim their dissatisfaction and complaints at?

A. Staff members.

B. Company managers.

C. Those who accompany them.

22. When a customer shouts rudely at you, you should().

A. arg1e back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

23. The underlined sentence “Use your ears more than your mouth” means().

A. Your mouth is not more important for you than your ears.

B. You should listen more than you speak.

C. You should talk more than you listen.

24. When dealing with an angry customer, which is NOT the right attitude?

A. Be concerned.

B. Be patient.

C. Be amused.

25. Which of the following statements is true according to the passage?

A. When the customers complain, you needn't listen carefully.

B. You needn't say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

参考答案：21-25：ACBCC

第2题：

Shop assistant: May I help you, sir?

Customer:________.

A、Mind your own business

B、Sorry.I don't need your help,thank you

C、I'm just looking.Thanks.

D、If you want to help me,I'll be glad to accept it

参考答案：C

第3题：

银行在进行金融创新时，必须要坚持“四个认识”原则，即：()

A、认识你自己(know yourself)

B、认识你的业务(know your business)

C、认识你的风险(know your risk)

D、认识你的客户(know your customer)

E、认识你的交易对手(know your counterparty)

本题答案：B, C, D, E

第4题：

资料：With 55% of consumers' customer service interactions starting online and 63% of adults using their smartphone several times a month to seek customer service， your mobile customer service tactics are more important than ever.
A strong mobile customer service strategy will not only help you avoid losing customers， it can help you gain new ones and impact the bottom line.
Think fast or drop the ball
When it comes to customer service， speed is key. If my credit card stops working. or if I am trying to find the gate to my flight， or if I just lost cell reception， I needed the response five minutes ago. When customers do get in touch， it's important to act fast to get them the information they need. Forty-two percent of American shoppers complaining on social channels expect a brand to respond within the hour， and 57% expect the same level of timely customer service via social media at night and on the weekends as during business hours.
Customers， however， are not just looking for speedy responses. We're accustomed to having all the information we need at our fingertips. According to Forrester. SS% of shoppers are likely to abandon their online purchase if they can't quickly find an answer to their question and 30% of users considering abandoning a purchase if a site is not mobile optimized， whether that’s on your website or via your social media platforms.
Make sure that doesn't happen to you by thinking through potential questions your customers may have， and identifying any missing or incorrect information before customers need to reach out. Additionally， ensure your customer service contact info（whether that's a contact form， email address or social media handle） are readily available on all mobile website pages. The fewer chicks we have to make to get the information we seek， the better！

What does “accustomed to” mean?

A.Expectant
B.Letting the customers to do
C.Used to
D.Paying customs duties

答案：C

解析：

本题问的是“accustomed to”是什么意思？”A选项“期待的”；B选项“让客户去做”；C选项“习惯了”；D选项“支付关税”。根据主题句可知，应为“习惯于”的意思，C选项正确。

第5题：

If you have not received__________ of your order within two business days, please contact our customer service center.

A.confirmation
B.resignation
C.preparation
D.expectation

答案：A

解析：

解答此题的关键是快速把握整句的句意。没有收到和订购相关的确认信息时．联系顾客服务中心，分析句意可以得知空格处应为“订单确认书”。

第6题：

As you start writing, new ideas will naturally emerge, but always keep them focused on your targeted customer, so you won't go off the track of what your customer wants.

正确答案：在你开始写作的时候，会自然地产生新的想法，但是一定要使这些想法集中在你的目标顾客之上，这样你才不会偏离顾客的需求。

第7题：

You have a firewall filter applied in an inbound direction on a customer interface. You would like this filter to protect your network from a spoofed denial of service attack. Which action should be configured to accomplish your goal?（）

A. then reject

B. then discard

C. then next filter

D. then silent-drop

参考答案：B

第8题：

Far East is a specialist logistics service provider. We operate in sectors of commerce and industry where flexible solutions________. We’re flexible, adaptable and innovative. Everything we do is about your business. We will tailor our services to your exact needs, or provide a unique solution. An example of a recent action was the delivery of sandbags to Rowlands Castle this week. Our customer urgently required the delivery ________?the local flooding. Also, the customer worked nights, so we had to make the delivery ________?with her work schedule. ________?it more manageable, we divided the sandbags onto two pallets. On arrival, our staff parked in 1 foot deep water and assisted the customer with placing the sandbags ________?they stopped her property from being flooded. Needless to say, our customer was very happy with the quality of service.

参考答案: are required; due to; fit; To make; so that

第9题：

Questions 67~68 refer to the following memo.
Bayside View Hotel
To: ALL Employees
From: Edgar Wagner, Hotel Manager
Re: Bayside View Hotel Customer Satisfaction Survey
July 20
Dear Employees,
As part of our ongoing effort to ensure that the Bayside View Hotel remains one of the premier hotels in the country, we have conducted our annual customer satisfaction survey.
The survey results showed customer satisfaction improved in two of four key service areas compared with the results from a survey done twelve months earlier. The areas showing improvement are Housekeeping and Food Services. Customer rating for Concierge Services remained the same, while a noticeable drop was shown for Front Desk Services.
Your department managers will provide you with more detailed results of the survey that pertain to your specific area of work, and will suggest ways to improve on services rated less than satisfactory.

What department will probably have to make the most improvements in customer service?

A. Housekeeping
B. Concierge Services
C. Food Services
D. Front Desk Services

答案：D

解析：

根据a noticeable drop was shown for Front Desk Services 可知，前台服务在为客户的服务中需要最大的改进。

第10题：

A.It forbids customers to go.
B.It helps you gain new customers.
C.Because of customers are using their smartphone to seek customer service.
D.It prevent losing customers entirety.

答案：B

解析：

本题问的是“为什么强大的移动客户服务策略至关重要？”A选项“阻止顾客流失”；B选项“它可以帮助您获得新客户”；C选项“因为55％的客户正在使用智能手机寻求客户服务”；D选项“它可以防止失去客户”。根据主题句可知，能够帮助增加新的客户，B选项正确。

Your customer has&ens

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