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题目内容
（请给出正确答案）
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
B.resignation
C.preparation
D.expectation
参考答案
参考解析
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”。
更多 “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” 相关考题
考题
Enclosed please find our Order No.ST 112.If the quality is up to our expectation, we are prepared to place a large order with you next year. Your close attention to this order will be highly appreciated.(英译中)
考题
Questions 102-104 refer to the following letter.
Customer Service Department
Northland Electronics Center
4022 First Street
Wellington
Now Zealand
Dear Northland Representative,
I would like to share with you a positive experience I recently had with your company.
On February 4, I ordered a DVD player and two DVDs from your online store. The_(1)_________delivery time was five business days, so I expected to receive the items no later than February 11.
When this day came and my order had not arrived, I was upset.
I waited another week to__(2)___________any unexpected postal delays, and then, on February 18, I emailed the Northland Customer ServiceDepartment about the problem. They responded
immediately with an apology and promised to resend the order by express delivery at no extra charge. I received it just two days later, on February 20.
I would like to_(3)___________my gratitude to the Customer Service Department. You are a credit to your fine company, and you can count on my patronage for many years to come.
Sincerely,
Gavin Prigmore
第(1)题应填________A.estimate
B.estimated
C.estimation
D.estimating
考题
February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
What is the purpose of Ms．Walter’s letter?A.To ask about the automated billing system
B.To update her contact information
C.To report receiving duplicate bills
D.To challenge the company’s assertions
考题
Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:
Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services
What does Ms. Ono ask Mr. Mirza to do?
A. Call her when he gets to Honolulu.
B. Send payment as soon as possible.
C. Compete a survey.
D. Give her his E-mail address.
考题
Due to a recent increase in administrative errors, we are writing to remind you of the process for investigating any suspected discrepancy on your service bill. Please contact the customer service department in writing within 60 days of receiving the bill. In order to avoid fate fees and possi-ble42of your service, you must still pay undisputed portions of the statement by the due date.
Proteus Sat43 every effort to resolve any claims in a timely manner, and to the mutual sat-isfaction.
阅读以上短文，回答191-192题。
第42题答案是__________A.interrupted
B.to interrupt
C.interruption
D.interruptive
考题
Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:
Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services
Why will Mr. Mirza travel to Honolulu?
A. To conduct a business transaction
B. To attend a conference
C. To set up a Web site
D. To go on vacation with his family
考题
We are glad to be doing business with you. Jennifer Owens will be your _______ contact for all incoming materials and orders. If you have a question about payment, contact Ms. Simpson in our accounting office. She will help you sort the matter out. Again, welcome aboard. If there is anything we can do to help facilitate this new relationship, please do not hesitate to ask.
Sincerely,
A.primacy
B.primaries
C.primary
D.primarily
考题
February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
According to her letter，what action did Ms．Walter take?A.She called the company to complain
B.She paid her bills by telephone
C.She emailed her credit card company
D.She sent payments for late fees
考题
February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
What does the first letter require Ms．Walter to do?A.Call the Customer Service Center
B.Sent payment to the utilities firm
C.Review two bills from last year
D.Verify her account balance
考题
Questions 173-175 refer to the following letter.
Excelon Travel Service, Inc
711 Market Street
San Francisco, California 94102
Dear Mr. Miza:
Thank you for giving Excelon Travel Services the opportunity to arrange your family ' s vacation travel plans. As an additional service to you, we have provided an overview of your travel and hotel arrangements （all times are local）:
Upon your arrival at Honolulu, your rental car will be waiting for you -- just go to the Fritz Rentals service desk. As we discussed, room reservations have been made at the Mahalo Hotel; directions to the hotel will be available at the car rental desk.
We pride ourselves on over twenty years of providing
the highest level of customer satisfaction and would very much appreciate your feedback on your experience with Excelon Travel Services. To help us continue to improve, please visit our Web site at www.excelonts.com and fill out our customer satisfaction survey.
Once again, thank you very much for your business.
Sincerely,
Janet S. OnoJanet S. OnoCustomer Service Associate Excelon Travel Services
Where will Mr. Mirza get directions?
A. At the travel agency
B. At the Fritz Rentals desk
C. At the Mahalo Hotel
D. At Excelon ' s Web site
考题
February18th
Ruth Walter
2921 Cypress Lane
Smith field，UT 00375
Dear Ms．Walter，
It has come to our attention that you have failed to remit payment for service provided during the two billing periods of 7／15—8／14 and 9／15—10／14 last year．
Our records indicate that multiple bills for these periods have been sent to your address with out reply．At this point．we are regrettably required to take stronger measures．If by April 15 we have not received payment in full，including all late fees charged，we will be forced to terminate service to your residence．
For further information about this action，or to verify the amount of your outstanding balance，please call our Customer Service Center at l—888—555—3802。or write to the following address：
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway 1 6
Logan，UT 00378
February 27th
Accounts Payable Division
Northern Utah Gas&Power
55755 State Highway l 6
Logan，UT 00378
Service representative，
I recently received a notification of outstanding charges on my account．I am very confused and distressed by the situation outlined in your letter．
First of all，I am certain that I paid for all services during the two billing period in question．The payments were on time and for the correct amount．I used your company’S automated telephone billing system and paid with my credit card．I am including transaction receipts from my credit card company that list these payments and the dates on which they were processed by your company.
After I had paid then，I did receive multiple bills for the periods 7／15—8／14 and 9／15—10／14 as stated in your letter．I tried repeatedly to report this error to your company via the customer service email system，but I never received a response．I am also attaching copies of these emails for your review．
These documents clearly show that I have made all payments in a timely fashion，and I hope they will help you resolve this situation．If you have any more questions for me，please contact me by phone(555-7690)or email(rwalt79@mzmail．com)．
Ruth Walter
What will accompany Ms．Walter’s letter?A.Credit card and email records
B.Payment of late fees
C.Her business card
D.Copies of two billing statements
考题
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
考题
To:Rex Roeges,Customer Service Department Iroeges@books, com〉
From：Dave Palmer〈palmer@mail2. com
Re ： Lost book
Dear Mr. Rex Roeges,
I am writing this e—mail concerning a book that I ordered through your company，The Computer Networks 4th edition,order number 20035. I placed the order last month and still have not received the book.
I visited your website and confirmed that my shipping information was correct,and that my credit card has been charged for the book； the website also indicates that the book was shipped using your “Global Carrier，，service the day after I ordered it. Considering that “Global Carrier” shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However,my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave PalmerTo ： Dave Palmer ^palmer@mail2. com
From ： Rex Roeges Iroeges@books. com
Re；Lost book
Dear Mr. Palmer,
Thank you for contacting us. It is important to us that our customers are satisfied with our service,so I am very sorry to hear that you have not received your merchandise.
I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order.
Again,I apologize for the inconvenience. If you have any more questions or need further assistance， please contact me at 602 — 385 — 0256. or e—mail me at Croeges@noble, com〉.
Sincerely，
Rex Roges, Customer Service Department Nobel Bookstore
What error did the website contain?
A. The order number was wrong.
B. Mr. Palmer’s address was incomplete.
C. The price list was outdated.
D. It indicated the item had been shipped.
考题
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！
Why is a strong mobile customer service strategy critical?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.
考题
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 is the main suggestion of this article?A.Identifying any missing or incorrect information before customers need to reach out
B.Make online customer service easy and quick for customers.
C.Avoid losing customers， it can help you gain new ones and impact the bottom line.
D.ensure your customer service contact info are readily available on all mobile website pages.
考题
To:Rex Roeges,Customer Service Department Iroeges@books, com〉
From：Dave Palmer〈palmer@mail2. com
Re ： Lost book
Dear Mr. Rex Roeges,
I am writing this e—mail concerning a book that I ordered through your company，The Computer Networks 4th edition,order number 20035. I placed the order last month and still have not received the book.
I visited your website and confirmed that my shipping information was correct,and that my credit card has been charged for the book； the website also indicates that the book was shipped using your “Global Carrier，，service the day after I ordered it. Considering that “Global Carrier” shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However,my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave PalmerTo ： Dave Palmer ^palmer@mail2. com
From ： Rex Roeges Iroeges@books. com
Re；Lost book
Dear Mr. Palmer,
Thank you for contacting us. It is important to us that our customers are satisfied with our service,so I am very sorry to hear that you have not received your merchandise.
I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order.
Again,I apologize for the inconvenience. If you have any more questions or need further assistance， please contact me at 602 — 385 — 0256. or e—mail me at Croeges@noble, com〉.
Sincerely，
Rex Roges, Customer Service Department Nobel Bookstore
Which of the following statament true?
A. The company sends all orders by express mail.
B. “Global Career” shipping is the cheapest service available.
C. Mr. Palmer placed his order three weeks ago.
D. The cost of delivery was included in the book's price.
考题
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！
How many people first turn to on-line channels when they seek customer service?A.C
D.D
考题
To:Rex Roeges,Customer Service Department Iroeges@books, com〉
From：Dave Palmer〈palmer@mail2. com
Re ： Lost book
Dear Mr. Rex Roeges,
I am writing this e—mail concerning a book that I ordered through your company，The Computer Networks 4th edition,order number 20035. I placed the order last month and still have not received the book.
I visited your website and confirmed that my shipping information was correct,and that my credit card has been charged for the book； the website also indicates that the book was shipped using your “Global Carrier，，service the day after I ordered it. Considering that “Global Carrier” shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However,my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave PalmerTo ： Dave Palmer ^palmer@mail2. com
From ： Rex Roeges Iroeges@books. com
Re；Lost book
Dear Mr. Palmer,
Thank you for contacting us. It is important to us that our customers are satisfied with our service,so I am very sorry to hear that you have not received your merchandise.
I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order.
Again,I apologize for the inconvenience. If you have any more questions or need further assistance， please contact me at 602 — 385 — 0256. or e—mail me at Croeges@noble, com〉.
Sincerely，
Rex Roges, Customer Service Department Nobel Bookstore
What did the customer discover?
A. He has already paid for the order,
B. He was charged twice for the same product.
C. The delivery company delivered the item to the wrong address.
D. The book is out of print and no longer available.
考题
To:Rex Roeges,Customer Service Department Iroeges@books, com〉
From：Dave Palmer〈palmer@mail2. com
Re ： Lost book
Dear Mr. Rex Roeges,
I am writing this e—mail concerning a book that I ordered through your company，The Computer Networks 4th edition,order number 20035. I placed the order last month and still have not received the book.
I visited your website and confirmed that my shipping information was correct,and that my credit card has been charged for the book； the website also indicates that the book was shipped using your “Global Carrier，，service the day after I ordered it. Considering that “Global Carrier” shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However,my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave PalmerTo ： Dave Palmer ^palmer@mail2. com
From ： Rex Roeges Iroeges@books. com
Re；Lost book
Dear Mr. Palmer,
Thank you for contacting us. It is important to us that our customers are satisfied with our service,so I am very sorry to hear that you have not received your merchandise.
I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order.
Again,I apologize for the inconvenience. If you have any more questions or need further assistance， please contact me at 602 — 385 — 0256. or e—mail me at Croeges@noble, com〉.
Sincerely，
Rex Roges, Customer Service Department Nobel Bookstore
Why did the customer send his e—mail?
A. To order new books from major publishers
B. To cancel an order of merchandise
C. To track down a missing item
D. To complain about a faulty product
考题
To:Rex Roeges,Customer Service Department Iroeges@books, com〉
From：Dave Palmer〈palmer@mail2. com
Re ： Lost book
Dear Mr. Rex Roeges,
I am writing this e—mail concerning a book that I ordered through your company，The Computer Networks 4th edition,order number 20035. I placed the order last month and still have not received the book.
I visited your website and confirmed that my shipping information was correct,and that my credit card has been charged for the book； the website also indicates that the book was shipped using your “Global Carrier，，service the day after I ordered it. Considering that “Global Carrier” shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However,my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave PalmerTo ： Dave Palmer ^palmer@mail2. com
From ： Rex Roeges Iroeges@books. com
Re；Lost book
Dear Mr. Palmer,
Thank you for contacting us. It is important to us that our customers are satisfied with our service,so I am very sorry to hear that you have not received your merchandise.
I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order.
Again,I apologize for the inconvenience. If you have any more questions or need further assistance， please contact me at 602 — 385 — 0256. or e—mail me at Croeges@noble, com〉.
Sincerely，
Rex Roges, Customer Service Department Nobel Bookstore
How did the company attempt to compensate the customer?
A. It sent him a complimentary book.
B. It gave him a voucher for a 50 % discount.
C. It removed the charge from his credit card.
D. It gave him the book for half off.
考题
We appreciate your patience and hope to serve you in a timelier manner in the future. ____ , please contact our order department at 716-555-0160 with any questions .A.instead
B.meanwhile
C.in contrast
D.besides
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A customer recently purchased a new x3550 M3 server and one of the hard drives has failed. The customer has a standard warranty. They called you asking for a replacement. Which action should the customer take？（）A、Contact the IBM FTSS to replace the driveB、Contact the IBM CSR or SSR to replace the driveC、Order a replacement driveD、Contact IBM Service
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问答题Practice 5 The sales service includes installation(安装) and training within one week of receiving the order. On the day of installation, our training engineer will spend one hour with your secretary, providing instructions on the operation of this easy-to-use photocopier(复印机). You may call us for help at any time in the future. If necessary, our trainer will go to your company to help you with the operation of the machine.
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问答题Passage 7Questions 34—45 ● Read the text below about how to order products. ● In most of the lines 41—52 there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct. ●If a line is correct, write CORRECT on your Answer Sheet. ●There is an extra word in the line, write the extra word on your Answer sheet. Special Products Co. —How to Order 0. Our specialty is our convenient catalogue system. Instead of 00. spending time going to a shop, you simply order it direct from us. 34. Ordering is easy and delivery fast. Once received, your order will 35. normally be dispatched within 72 hours. We will inform to you 36. immediately should any items be out of stock. If you are not happy 37. with your purchases please return them to us within the l5 days in their 38. original packaging and we will return you for in full. Quality is our main 39. criterion. Each item is under unconditionally guaranteed for 6 months. 40. You will receive a receipt and with your order which is your guarantee. 41. In the unlikely event of damage to an item during delivery, should please 42. contact with us immediately on 0197 3101772 and we will arrange for 43. its return or replacement. 44. All prices and promotional 45. offers are valid until 30th September.
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单选题As the goods ____ within the scope of our business activities, please contact us immediately.A
fallsB
fallC
fellD
falling
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问答题Practice 15 Thank you for choosing our restaurant during your visit to London. Services to guests of the restaurant are a large part of our tasks, and we are grateful for the opportunity to serve you. We would like to invite your comments on our performance and to learn from your experiences. Please take a few moments to complete our customer response form so that we may serve you better in the future.
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