Customer service is the service or care that a consumer receives before,during and ater a purchase. It's one of the factorsthat come in to play when a consumer is delermining buying value,the other is the qualtly of the product or service thatisbeingConsumers oten must encounter an experience to not only be a satistled cutomer,but a loyal customer. Customer serviceis a part of that experience.Top notch service will createand a rturning customer,which is what we all must strive forExcellent customer service isto businesses today It's a component that is oten missing,unfortunatly Howdo you provide great customer service? Always make your customeraGreet them in a friendly manner,whetherthat be via telephone. email or in person.Let them know you are there 10 help and that you wl ake care of them not only belore the sal but ater as wel ATer lnathriving business customers are notit's a requirement for businesses to survive.

第1题

The American idea of custom service is to make each customer the center of attention（）.

A.美式客服理念认为每位客户都是关注的焦点。

B.美国的客户都有以自己为中心的想法。

C.国的客户服务人员都有以客户为中心的想法。

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第2题

Helot Co is thinking about expanding its business and introducing a new computer repair se

rvice for customers. The board has asked if target costing could be applied to this service.

Which of the following statements regarding services and the use of target costing within the service sector is true？

A.The purchase of a service transfers ownership to the customer

B.Labour resource usage is high in services relative to material requirements

C.A standard service cannot be produced and so target costing cannot be used

D.Service characteristics include uniformity, perishability and intangibility

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第3题

The key to most businesses' success is customer satisfaction. There are two rules

for customer satisfaction. Rule 1 is that the customer is always right. Rule 2 is if the customer is ever wrong, reread Rule 1.

The best way to satisfy your customer is to provide quality products, friendly service, accurate information and keep adding value as much as possible to your products and services. Giving your customers what they need and more than they expect will lead customers to return to you.

In order to improve your service, you need to make market surveys so as to know what your customers are thinking and demanding. Then you can take actions to satisfy your customers. In this way you will stay competitive in these changing times.

1.What is the key to business success？

A.Investment

B.Good advertising

C.Customer satisfaction

2.What type of information needs to be provided？

A.Accurate information

B.Interesting information

C.Simple information

3.How to make customers return to you？

A.Making market surveys

B.Taking actions to sell more

C.Providing quality products and service

4.Why do we make market surveys？

A.To lead customers to return to us

B.To know what customers are demanding

C.To keep customers happy and satisfied

5.What happens when you keep your clients happy？

A.Your clients go to competition

B.Your business grows and improves

C.Your business stays at the same level

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第4题

听力原文：M: Would you please tell me where I can change the RMB Yuan back into US dollars？

W: OK, just go to the Counter No. 16. They will do this for you.

Q: Which counter can offer the service of reconversion for the customer？

(19)

A．Counter No.12.

B．Counter No.6.

C．Counter No.15.

D．Counter No.16.

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第5题

短文理解听力原文：A standby credit letter （SCL) is a contingent obligation of the letter's

短文理解

听力原文： A standby credit letter (SCL) is a contingent obligation of the letter's issuer. The issuing bank agrees to guarantee the credit of its customer or to guarantee the fulfillment of a contract made by its customer with a third party. The issuing bank earns a fee from providing the service of SCL. In general, the fee is relatively low and usually around 0.5 percent to 1 percent of the amount of credit involved due to the following reasons. On the one hand, the issuing bank may have previously analyzed the financial condition of its standby credit customer, and the probability is low that the issuer of the credit guarantee will ever be called upon to pay. On the other hand, the issuing banks carry zero reserve requirements and avoid the booking of additional assets, which would also require each bank to acquire more capital.

21. Is SCL same as revocable letter of credit according to the passage？

22.What will the issuing bank do for a standby credit letter？

23.Why is the service fee of SCL relatively low？

(21)

A．almost the same one

B．rather different

C．a little different

D．doesn't mention

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第6题

Under which of the following circumstances may a party claim the statutory right of offset

ting？

A.A property owner fails to pay the maintenance fees due and the tenant pays the fees with the rental due to the owner

B.A buyer fails to pay the first instalment of the price for the goods and the seller detains the goods

C.A car is provided to settle a debt with the creditor’s consent

D.A repairing shop retains the television set due to the customer’s failure to pay the service fee

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第7题

4 Chris Jones is Managing Director of Supaserve, a medium-sized supermarket chain faced wi

th intense competition

from larger competitors in their core food and drink markets. They are also finding it hard to respond to these

competitors moving into the sale of clothing and household goods. Supaserve has a reputation for friendly customer

care and is looking at the feasibility of introducing an online shopping service, from which customers can order goods

from the comfort of their home and have them delivered, for a small charge, to their home.

Chris recognises that the move to develop an online shopping service will require significant investment in new

technology and support systems. He hopes a significant proportion of existing and most importantly, new customers,

will be attracted to the new service.

Required:

(a) What bases for segmenting this new market would you recommend and what criteria will help determine

whether this segment is sufficiently attractive to commit to the necessary investment？ (10 marks)

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第8题

Regardless of your job, you know the role you should play at work: receptionist /good

will ambassador, customer service/problem solver, etc.()

A.无论你的工作是什么，你都了解自己应该扮演的角色：接待员/友好使者、售后服务人员/问题处置者、等等

B.无论你的工作是什么，你都了解自己应该扮演的角色：你是个接待员，那就应该充当友好的使者，若是你是个售后服务人员，那就应该替客户处置好问题，等等

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第9题

3 Johan, a public limited company, operates in the telecommunications industry. The indust

ry is capital intensive with

heavy investment in licences and network infrastructure. Competition in the sector is fierce and technological

advances are a characteristic of the industry. Johan has responded to these factors by offering incentives to customers

and, in an attempt to acquire and retain them, Johan purchased a telecom licence on 1 December 2006 for

$120 million. The licence has a term of six years and cannot be used until the network assets and infrastructure are

ready for use. The related network assets and infrastructure became ready for use on 1 December 2007. Johan could

not operate in the country without the licence and is not permitted to sell the licence. Johan expects its subscriber

base to grow over the period of the licence but is disappointed with its market share for the year to 30 November

2008. The licence agreement does not deal with the renewal of the licence but there is an expectation that the

regulator will grant a single renewal for the same period of time as long as certain criteria regarding network build

quality and service quality are met. Johan has no experience of the charge that will be made by the regulator for the

renewal but other licences have been renewed at a nominal cost. The licence is currently stated at its original cost of

$120 million in the statement of financial position under non-current assets.

Johan is considering extending its network and has carried out a feasibility study during the year to 30 November

2008. The design and planning department of Johan identified five possible geographical areas for the extension of

its network. The internal costs of this study were $150,000 and the external costs were $100,000 during the year

to 30 November 2008. Following the feasibility study, Johan chose a geographical area where it was going to install

a base station for the telephone network. The location of the base station was dependent upon getting planning

permission. A further independent study has been carried out by third party consultants in an attempt to provide a

preferred location in the area, as there is a need for the optimal operation of the network in terms of signal quality

and coverage. Johan proposes to build a base station on the recommended site on which planning permission has

been obtained. The third party consultants have charged $50,000 for the study. Additionally Johan has paid

$300,000 as a single payment together with $60,000 a month to the government of the region for access to the land

upon which the base station will be situated. The contract with the government is for a period of 12 years and

commenced on 1 November 2008. There is no right of renewal of the contract and legal title to the land remains with

the government.

Johan purchases telephone handsets from a manufacturer for $200 each, and sells the handsets direct to customers

for $150 if they purchase call credit (call card) in advance on what is called a prepaid phone. The costs of selling the

handset are estimated at $1 per set. The customers using a prepaid phone pay $21 for each call card at the purchase

date. Call cards expire six months from the date of first sale. There is an average unused call credit of $3 per card

after six months and the card is activated when sold.

Johan also sells handsets to dealers for $150 and invoices the dealers for those handsets. The dealer can return the

handset up to a service contract being signed by a customer. When the customer signs a service contract, the

customer receives the handset free of charge. Johan allows the dealer a commission of $280 on the connection of a

customer and the transaction with the dealer is settled net by a payment of $130 by Johan to the dealer being the

cost of the handset to the dealer ($150) deducted from the commission ($280). The handset cannot be sold

separately by the dealer and the service contract lasts for a 12 month period. Dealers do not sell prepaid phones, and

Johan receives monthly revenue from the service contract.

The chief operating officer, a non-accountant, has asked for an explanation of the accounting principles and practices

which should be used to account for the above events.

Required:

Discuss the principles and practices which should be used in the financial year to 30 November 2008 to account

for:

(a) the licences; (8 marks)

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第10题

marketing consists of advertising and promoting your product or service in order to se

ll it.your business produces goods and services.marketing is what lets __1___ customers know that they are available for sale.sales, advertising, and public relations are each essential ___2___ of marketing and each require specialized skills and expertise.while a small business may have only one person performing all these functions under the marketing umbrella, knowledge of each area is important to develop a ___3___ effort.

a focus ___4____ what the customer wants and needs is essential __5____ successful marketing efforts.this customer-orientation should go hand-in-hand with the company’s objectives of maintaining a __6____ volume of sales.marketing is a creative process combining all the activities needed to __7___ both of these objectives.

the process of marketing begins __8____ discovering what product customers want to buy.providing the features and quality customers want is a/an ___9____ first step in marketing.you will be facing an uphill battle if you provide something you want to produce and then try to ___10_____ someone to buy it.

1.A.future

B.potential

C.invisible

D.visible

2.A.components

B.elements

C.features

D.factors

3.A.focusing

B.focused

C.fixed

D.fixing

4.A.to

B.on

C.at

D.in

5.A.on

B.at

C.to

D.in

6.A.profit

B.profitable

C.many

D.much

7.A.reach

B.get to

C.accomplish

D.achieve

8.A.with

B.in

C.at

D.by

9.A.critical

B.important

C.significant

D.necessary

10.A.ask

B.advise

C.persuade

D.convince

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第11题

2 Ramon Silva is a Spanish property developer, who has made a considerable fortune from th

e increasing numbers of

Europeans looking to buy new homes and apartments in the coastal regions of Mediterranean Spain. His frequent

contact with property buyers has made him aware of their need for low cost hotel accommodation during the lengthy

period between finding a property to buy and when they actually move into their new home. These would-be property

owners are looking for inexpensive hotels in the same locations as tourists looking for cheap holiday accommodation.

Closer investigation of the market for inexpensive or budget hotel accommodation has convinced Ramon of the

opportunity to offer something really different to his potential customers. He has the advantage of having no

preconceived idea of what his chain of hotels might look like. The overall picture for the budget hotel industry is not

encouraging with the industry suffering from low growth and consequent overcapacity. There are two distinct market

segments in the budget hotel industry; firstly, no-star and one-star hotels, whose average price per room is between

30 and 45 euros. Customers are simply attracted by the low price. The second segment is the service provided by

two-star hotels with an average price of 100 euros a night. These more expensive hotels attract customers by offering

a better sleeping environment than the no-star and one-star hotels. Customers therefore have to choose between low

prices and getting a poor night’s sleep owing to noise and inferior beds or paying more for an untroubled night’s sleep.

Ramon quickly deduced that a hotel chain that can offer a better price/quality combination could be a winner.

The two-star hotels typically offer a full range of services including restaurants, bars and lounges, all of which are

costly to operate. The low price budget hotels offer simple overnight accommodation with cheaply furnished rooms

and staffed by part-time receptionists. Ramon is convinced that considerable cost savings are available through better

room design, construction and furniture and a more effective use of hotel staff. He feels that through offering hotel

franchises under the ‘La Familia Amable’ (‘The Friendly Family’) group name, he could recruit husband and wife teams

to own and operate them. The couples, with suitable training, could offer most of the services provided in a two-star

hotel, and create a friendly, family atmosphere – hence the company name. He is sure he can offer the customer twostar

hotel value at budget prices. He is confident that the value-for-money option he offers would need little marketing

promotion to launch it and achieve rapid growth.

Required:

(a) Provide Ramon with a brief report, using strategic models where appropriate, showing where his proposed

hotel service can add value to the customer’s experience. (12 marks)

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