题目内容
（请给出正确答案）
Customer 1: We've been here for 10 minutes, but we don't have the menu, yet.
Waiter: I'm terribly sorry, Madam. ______
A．We are too busy to serve you today.
B．I'll be with you right away.
C．I cannot find the menu.
D．The manager deals with complaints.
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更多“Customer 1: We've been here for 10 minutes, but we don't have the menu, yet. Waiter: I'm t”相关的问题
—________________ about it now？
—Every time a customer has complained we've followed our store policy and offered them an exchange or a full refund.
A、What's the plan
B、 What's be doing
C、What's being done
— Which company (A, B, C or D) does each sentence 1 - 7 refer to？
— For each sentence 1 - 7, mark one letter (A, B, C or D) on your Answer Sheet.
— You will need to use some of the letters more than once.
A
"We're ahead of our competitors in that every year we invite customers to headquarters to discuss their expectations for the next five years. In addition to customers, the meeting includes approximately 100 employees and suppliers. We parade our five-year plan, including such things as service, quality and on-time delivery, and involve everyone in a feedback process. The outcome becomes part of our long-range strategic plan, which is communicated to every employee in the organisation - a process we call management by planning."
B
"The approach we find we need to take to increasing customer satisfaction is systemic. There isn't an easy way to do it. Everything is interconnected and builds. In order to delight customers, you need smooth manufacturing processes, which means you need an accurate warehouse, which in turn relies on a good manufacturing requirements system and good suppliers. You can't accomplish one in isolation."
C
"As part of our improvement process, employees participate actively in raising customer satisfaction. They establish the areas in which they will be measured that translate into quality performance: things like, 'How quickly do you respond to a call？' or 'How effective are your dealings with the customer？' Feedback is provided regularly to employees. They analyse the data to determine when additional instruction and support are needed, or when processes need to be re-worked or improved, or when our goals need to be changed. They are also encouraged to keep an eye on the competition and how they are doing. These data are used for planning purposes."
D
"Our senior managers are constantly pulling the competition's products apart to see what they're doing. They've also done some benchmarking against our better competitors. There are a few good ones that make us run faster and harder. But, to be honest, in terms of new service initiatives, for example, we've had to look outside our industry to find what could be called 'best of breed'. We've milked our own industry."
Staff are invited to set the standards that are used to assess their productivity
W：I think we've got one．Could you wait until after take-off please？
Q：What is the probable relationship between the two speakers？
(16)
A．A guest and a receptionist.
B．A passenger and an air hostess.
C．A customer and a shop assistant.
D．A lodger and a landlady.
A．How about another pair
B．Do you want to try them on
C．Do you need any help
D．Any particular color
Section A
Directions: This section is to test your ability to understand short dialogues. There are 5 recorded dialogues in it. After each dialogue, there is a recorded question. The dialogues and the questions will be spoken only once. When you hear a question, you should decide on the correct answer from the 4 choices A , B, C, and D.
听力原文：M: Sorry to trouble you, but is there any possibility of borrowing one blanket？ I feel cold.
W: I think we've got one. Could you wait until after take-off please？
Q: What is the probable relationship between the two speakers？
(1)
A．A guest & a receptionist.
B．A passenger & an air hostess.
C．A customer & a shop assistant.
D．A guest & a waitress.
W: I think we've got one. Could you wait until after take-off please？
Q: What is the possible relationship between the two speakers？
(13)
A．A guest and a waitress.
B．A passenger and an air hostess.
C．A guest and a receptionist.
D．A customer and a shop assistant.
W: I think we’ve got one. Could you wait until after take-off please？
Q: What is the probable relationship between the two speakers？
(14)
A．A guest and a receptionist.
B．A passenger and an air hostess.
C．A customer and a shop assistant.
D．A guest and a waitress.
(17)
？Read the memo and advertisement below.
？Complete the form. at the bottom of the page.
？Write a word or phrase (in CAPITAL LETTERS) or a number on lines 41-45 on your Answer Sheet.
Northern Software
24 Queens Road, Chapeltown
To: Jean Palmer, Purchasing
From: Tom Milton, Accounts
Date: 1 March 2002
Subject: Envelopes
We've run out of the envelopes we use for mailing invoices - the white ones with windows. I need some more tomorrow - I don't want to delay sending the customer bills this month, so please order the envelopes today, and have them delivered as soon as possible. I've got about 200 invoices to post.
HAYES OFFICE SUPPLIES
Reductions on some product lines
Brown or white envelopes (supplied in quantities of 100, 500 or 1000)-15% off catalogue price
Product code: EV300 (plain) or EV311 (with window)
Three delivery services available:
one week (free)
four days (minimum charge ~2)
next day (minimum charge ~5)
101 Leeds Road, Chapeltown
Tel: 275 9087 Fax: 275 9088
ORDER FORM
Company name: (41) ______
Delivery address: (42) ______, Chapeltown
Product code: (43) ______
Colour: (44) ______
Quantity: 500
Delivery service required: (45) ______
(41)
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