【文章內(nèi)容簡(jiǎn)介】 tion about a customer, from product preferences to cyclical needs (at what point during the year the customer buys certain items) to birthdays and anniversaries. The personal touch has always been an effective way to build customer loyalty, and today39。s technology makes it easier than ever. Customer relationship management enablespanies to tailor services to particular customers. Caller ID enables you to see who is calling before taking the call so you can pull up files and be prepared to handle customer needs. Voice mail systems (as long as they are not too plicated or multilayered) free front desk personnel for more productive assignments and channel customers more quickly to the people they are trying to reach. A welldesigned and informative web page will save customers time and effort by giving them basic information. An efficient system will get employee bulletins and production information updates to all pertinent personnel faster and at the same time. Cell phones, call forwarding and call waiting services allow customers 24hour access. In short, advanced technology is now the norm for any business that wants to succeed.41. Why does technology play a big role in customer service? a. Technology makes it easier to manage data about customers. b. Companies have more time to deal with customers on a personal level. c. Customers are impressed with sophisticated technological systems.42. Customer relationship management simply means __ a. managing customer relationships with the pany b. managing personal occasions such as birthdays and anniversaries e. keeping track of customers) needs and patterns of behavior43. What is the advantage of caller ID? a. Sales representatives do not need to talk to the customers they do not like. b. After seeing information displayed about the caller before taking the call, the receiver can be prepared. c. Customers can see who is calling them.44. Which of the following is not an advantage if having a voice mail system? a. Sales data can be pulled up more quickly. b. Personnel are freed to do other assignments that are more important. c. Customers reach the right person more quickly.45. Why is advanced technology now the norm? a. Most panies use it in one form or another. b. It is considered to be normal. c. More than half of all customers prefer it.VI. TRANSLATION(3段短文，每段5分，共15分)Translate the following passages into Chinese:46. A description is a verbal and visual picture of something. You might be asked to write a description of an object or a mechanisms usually as part of a report or a manual. An object is something natural or synthetic that can be seen or touched, ranging from an apple, to a coffee cup, to a pencil. A mechanism is a synthetic object that consists of several moving parts working together to perform one or more tasks. A mechanism can be as simple as a pencil sharpener or as plex as a puter.47. Customer contact refers to maintaining customer satisfaction by municating in a timely manner by whatever means is convenient for the customer. Returning telephone calls, messages, and promptly is a critical means of ensuring the delivery of quality customer service. Determining what is timely, however, is up to you. The industry in which you work, the type of products or services you provide, and the type of customer all have an impact on how quickly a good customer service provider responds to munications from customers48. Some people want to dominate conversations while others rarely say a word. An effective group leader tries to balance these contributions to encourage extroverts to say less