单选题The customer service department had fewer complaints last quarter, which challenges the ______ that the quality of our product is worsening.A attentionB functionC exceptionD perception

题目

单选题

The customer service department had fewer complaints last quarter, which challenges the ______ that the quality of our product is worsening.

attention

function

exception

perception

相似考题

1.下列句子的英汉对照正确的有()。A、I want to make acomplaint about the service of your post office.我要投诉你们邮局的服务B、No.I want to speak to the personin charge of complaints.不行，我要找你们的领导讲C、I will pass on your complaints to the related department.我会把投诉转达给相关部门D、We’ll urge the related department to deal withit.我们会敦促相关部门处理此事

2.Every organization needs a procedure for resolving customer complaints.()

3.Examine the structure of the EMPLOYEES table: EMPLOYEE_ID NUMBER Primary KeyFIRST_NAME VARCHAR2(25)LAST_NAME VARCHAR2(25)DEPARTMENT_ID NUMBERSALARY NUMBERWhat is the correct syntax for an inline view? （）A. SELECT a.last_name, a.salary, a.department_id, b.maxsal FROM employees a, (SELECT department_id, max(salary)maxsal FROM employees GROUP BY department_id) b WHERE a.department_id = b.department_id AND a.salary < b.maxsal;B. SELECT a.last name, a.salary, a.department_id FROM employees a WHERE a.department_id IN (SELECT department_id FROM employees b GROUP BY department_id having salary = (SELECT max(salary) from employees))C. SELECT a.last_name, a.salary, a.department_id FROM employees a WHERE a.salary = (SELECT max(salary) FROM employees b WHERE a.department _ id = b.department _ id);D. SELECT a.last_name, a.salary, a.department_id FROM employees a WHERE (a.department_id, a.salary) IN (SELECT department_id, a.salary) IN (SELECT department_id max(salary) FROM employees b GROUP BY department_id ORDER BY department _ id);

4.The new employee was inexperienced, so he had trouble on dealing with the customer’s complaints.()此题为判断题(对，错)。

更多“The customer service department had fewer complaints last qu”相关问题

第1题：

ExhibitExamine the data in the EMPLOYEES and DEPARTMENTS tables.You want to retrieve all employees‘ last names, along with their manager‘s last names and their department names. Which query would you use?（）
A. SELECT last_name, manager_id, department_name FROM employees e FULL OUTER JOIN department d ON (e.department_id = d.department_id);
B. SELECT e.last_name, m.last_name, department_name FROM employees e LEFT OUTER JOIN employees m on ( e.managaer_id = m.employee_id) LEFT OUTER JOIN department d ON (e.department_id = d.department_id);
C. SELECT e.last_name, m.last_name, department_name FROM employees e RIGT OUTER JOIN employees m on ( e.manager_id = m.employee_id) FULL OUTER JOIN department d ON (e.department_id = d.department_id);
D. SELECT e.last_name, m.last_name, department_name FROM employees e LEFT OUTER JOIN employees m on ( e.manager_id = m.employee_id) RIGT OUTER JOIN department d ON (e.department_id = d.department_id);
E. SELECT e.last_name, m.last_name, department_name FROM employees e RIGHT OUTER JOIN employees m on ( e.manager_id = m.employee_id) RIGHT OUTER JOIN departments d ON (e.department_id = d.department_id)
F. SELECT last_name, manager_id, department_name FROM employees e JOIN department d ON (e.department_id = d.department_id);

参考答案：B
第2题：

You are the administrator of a SQL Server 2000 computer. One of the databases on the server contains a table named complaints. This table is used to store information about customer complaints.
The customer service representatives in your company add and edit the information in the complaints table. They work with this table by using a number of client applications, including a web-based application and a Microsoft Windows 32-bit application.
The customer service manager discovers that some customer complaints are marked as closed before they are resolved to the customer’s satisfaction.
You need to notify the customer service manager whenever a complaint is marked as closed. You do not want to make any changes to the client applications.
What should you do?
A．Create an UPDATE trigger that sends an e-mail message.
B．Create a stored procedure that sends an e-mail message. Use the stored procedures to make changes to the data.
C．Create a user-defined function that sends an e-mail message. Use the function to make changes to the data.
D．Create a rule that validates data entry. Bind the rule to the CompliantClosed column.

正确答案：A
解析：Explanation: Adding an appropriate UPDATE trigger that notifies the service manager whenever a complaint is marked is closed would accomplish the requirements. The client applications application would not have to be changed.

Note: In SQL Server 2000, triggers are a special type of stored procedure that fire automatically when an UPDATE, INSERT, or DELETE statement is issued against a table or view. Triggers are powerful tools that can be used to enforce business rules automatically when data is modified and can automate the processing for a company. Like stored procedures, triggers contain Transact-SQL statements which can include instructions to send an e-mail message when a particular column is updated

Incorrect Answers:
B: If a stored procedure is created and used the client application would have to be adjusted
accordingly. But we don’t want to make any changes in the client application.

Note: A stored procedure is a set of Transact-SQL statements compiled into a single execution plan and can return data as output parameters, which can return either data or a cursor variable; return codes, which are always an integer value; a result set for each SELECT statement contained in the stored procedure or any other stored procedures called by the stored procedure; or as a global cursor that can be referenced outside the stored procedure.

Stored procedures assist in achieving a consistent implementation of logic across applications as the SQL statements and logic needed to perform. a task can be coded and tested once in a stored procedure. Thereafter each application or user that needs to perform. that task can execute the stored procedure.

Coding business logic into a single stored procedure also offers a single point of control for ensuring that business rules are correctly enforced. Stored procedures can also be used to customize security permissions in much the same way as views. Stored procedure permissions can be used to prevent users from modifying data in certain columns and then grant users permissions to execute the procedure.

C: If a user defined function is created and used the client application would have to be adjusted accordingly. But we don’t want to make any changes in the client application.

Note: In programming languages, functions are subroutines used to encapsulate frequently performed logic. Any code that must perform. the logic incorporated in a function can call the function rather than having to repeat all of the function logic. SQL Server 2000 supports built-in functions and user-defined functions.

Built-in functions operate as defined in the Transact-SQL Reference and cannot be modified while user-defined functions allow the user to define their own Transact-SQL functions using the CREATE FUNCTION statement. User-defined functions take zero or more input parameters, and return a single value. Some user-defined functions return a single, scalar data value, such as an int, char, or decimal value.

D: Just creating a rule would only check the input, it would not notify the service manager as required.

Note: Rules are a backward-compatibility feature of SQL Server 2000 and performs the same functions as CHECK constraints. CHECK constraints are the preferred, standard way to restrict the values in a column as they are more concise than rules.
第3题：

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

答案：B
解析：
第二段第三句说，截至4月15日不缴纳费用的话就会中断服务。
第4题：

Telephone Billing Statement_______city Phone Cellular
City Phone Cellular
Department of Billing Services
51 Dublin St．，Suite 301
Springfield，WI
Invoice Date：08—15—2006
Payment Due Date：09—14—2006
Customer Information
Name：Desire Eberhardt
Account Number：1 0003483一FFT"
Account Information
Current Charges：$6 1．59
Outstanding Balance：$35．08
Total Amount Owed：$96．67
Pay your bill online at WWW．cpcellular．tom and receive a discount of 3?fore taxes are added．If you have questions about this or other City Phone Cellular policies，please contact our customer service department at 1-888—349—5959．
Billing Summary Amount Owed
Current Charges：
City Phone Premium Cellular Package$49．95
State Taxes$5．65
Service Fee$5．99
Total Current Charges$6 1．59
Previous Charges：
Balance as of Last Month$55．08
Payment Received Last Month$20．00
Outstanding Balance$35．08
Total Amount Owed$96．67
How can City Phone Cellular customers receive a discount?

A.By applying for an account online
B.By paying their balance early
C.By calling the customer service department
D.By paying over the Internet

答案：D
解析：
第三段第一句通告说，在网上缴费的话，可以获得税前3%的优惠。如果在网上缴纳费用的话，请一定在网上申请一个银行账号，这个是错误的，请不要把A项和正确答案混淆。
第5题：

Telephone Billing Statement_______city Phone Cellular
City Phone Cellular
Department of Billing Services
51 Dublin St．，Suite 301
Springfield，WI
Invoice Date：08—15—2006
Payment Due Date：09—14—2006
Customer Information
Name：Desire Eberhardt
Account Number：1 0003483一FFT"
Account Information
Current Charges：$6 1．59
Outstanding Balance：$35．08
Total Amount Owed：$96．67
Pay your bill online at WWW．cpcellular．tom and receive a discount of 3?fore taxes are added．If you have questions about this or other City Phone Cellular policies，please contact our customer service department at 1-888—349—5959．
Billing Summary Amount Owed
Current Charges：
City Phone Premium Cellular Package$49．95
State Taxes$5．65
Service Fee$5．99
Total Current Charges$6 1．59
Previous Charges：
Balance as of Last Month$55．08
Payment Received Last Month$20．00
Outstanding Balance$35．08
Total Amount Owed$96．67
__________ the new restaurant's grand opening was later than anticipated,most critics agreed that the excellent food and service were worth the wait.

A.although
B.otherwise
C.despite
D.until

答案：A
解析：
第6题：

问答题
Passage 1　　Believe it or 1 , airlines really are trying to do better. They promised to improve customer service last year under pressure from a Congress which was fed 2 with stories of nightmare flights. So why is it that flying is getting 3 for so many passengers, even though airlines are spending billions of dollars to improve service, investing in new equipment 4 mobile check-in stations and portable phone banks so travelers can quickly rebook a 5 when it is delayed or canceled? The 6 is that air travel has always been such an annoyance, and customer complaints 7 the Transportation Department doubled in 1999 since 1998.　　It seems Mother Nature would prefer people by bus this year. An unusual run of bad weather, featuring long walls of thunderstorms, has crippled airports lately and led to widespread 8 and cancellations. After similar problems last summer, the FAA promised to work more closely 9 airlines responding to weather slowdowns—for example, FAA and airline representatives now gather at a single location in Herndon, Va., to figure 10 the best way to allocate the available airspace. But even the FAA admits the new initiative has fallen short of expectations, and 11 passengers complain that the delays seem absolute.　　Part of the problem is overcrowded planes. Based on the strong economy, U.S. airlines are expected to 12 a record 665 million passengers this year, up 5 percent from last year. On average, planes are about 76 percent full these days, also a record. That’s good news for the Transport Department, which are profitably loading more passengers 13 each flight, and 14 news for passengers, 15 irritations build rapidly in tight quarters.

正确答案： 1. not believe it or not信不信由你。未固定用法。
2. up be fed up with厌烦。由空格前面提到的航空公司迫于国会压力而承诺提高服务,及空格后面的噩梦般的航班经历可知,国会应该是厌烦了民众所反映的梦般的航班经历。因此填入up。
3. worse 通过上下文可以看出,乘客的投诉越来越多,这也证明乘飞机旅行变得越来越糟。worse更差的。本句意思为航空公司虽然做出了努力,但是结果越来越糟,并没有得到改善。前后句是转折关系。
4. like 空格前面为new equipment,空格后面为mobile check-in stations and portable phone banks。由此可知,空格后面是对空格提到的情况的例举。因此填入like。
5. flight 后面提到航班航班延误或者取消,由此可知此处指重新预订航班(rebook a flight)。
6. fact/reason/situation 分析句子结构可知,空格部分应该填入一个名词,is后面的that表语从句是对空格部分名词的解释。后文中提到1998年和l999年乘客对交通运输部门的投诉增了一倍可知,乘飞机旅行一直让人很不快,这是对事实的阐述,也是对前面提到了飞机旅行变得越来越糟的进一步解释。因此填入fact、reason或者situation。
7. to 根据上下文可知,这里表示向交通主管部门抱怨。complaint后面接介词to表示“向……抱怨”。因此填入to。
8. delays 空格部分与cancellations由and连接,表示并列。这里指航班延误或者取消,因此填入delays。注意使用复数。
9. with 本句破折号后面提到FAA和航空公司的代表聚集在同一个地点,由此可知,FAA和航空公司互相之间在加强合作。因此该处空格部分填入with。work with...与……合作。
10. out figure out解决,算出,想出。这里指要想出分配可用领空的最好方法。
11. many/most 前面提到联邦航空部也承认新的倡议有负众望,所以会有许多乘客抱怨航班延误,因此填入many、most等词。
12. carry carry passengers表示载客。
13. on on each flight,表示“在每一航班上”,固定搭配。
14. bad 前面讲到对于Transport Department来说,能够多载客是好消息。本句中指对于乘客是坏消息。根据上下文语境,填入bad。
15.since/because/for 空格后面提到,拥挤的区域很快就会让人恼火起来,是对前面提到的坏消息的解析。因此填入since、because或者for等词表示原因。
解析：暂无解析
第7题：

单选题
The reviewer finds the information about customer service very useful because
A
his company doesn’t have enough staff to provide good customer service.
B
the sales in his company is decreasing gradually.
C
the customers’ complaints are on the rise.

正确答案： C
解析：
根据第四段第一句话中的非限定性定语从句可以判断出“which is struggling to maintain excellent customer service at a time when sakes are(thankfully)outpacing customer service rep availability”书评人所在的公司正在面对的问题，也就是在销售的增长幅度超过了客户服务代表人数的增长的情况下，怎样仍能保持优质的客户服务。选项B所表述的内容与原文的意思相反，选项C未提及。因此正确选项为A。
第8题：

问答题
Practice 7　　● Look at the list below. It shows the departments of a company.　　● For questions 6-10, decide in which department (A-H) each person on the opposite page works.　　● For each question, mark one letter (A-H) on your Answer Sheet.　　● Do not use any letter more than once.　　A　Customer service department　　B　Design department　　C　Engineering department　　D　Facilities department　　E　Finance department　　F　Human resources department　　G　Legal department　　H　Shipping and receiving department　　6. Richard Saunders is responsible for accepting materials from their suppliers.　　7. John Knight and his team are responsible for the maintenance of the company building.　　8. Gina Theismann is dealing with the complaints from a customer.　　9. Robin Seaton is working on the training plan for the new employees.　　10. Helen Marsden and her team are making the company’s budget for next year.

正确答案： 6.H 本题的意思是“Richard Saunders负责从他们的供货商那里接收材料。”对外运送产品或材料和接受供货商提供的材料是Shipping and receiving department的主要职责。所以应选H项。
7.D 本题的意思是“John Knight和他的团队负责维护公司大楼。”维护公司的各种设施和设备,包括公司的大楼等建筑是Facilities department的职责, 因此应选D项。
8.A 本题的意思是“Gina Theismann正在处理顾客投诉。”为客户提供帮助,并尽可能使他们感到满意就是Customer service department(客服服务部)的职责。当客户有不满意之处,当然也会向客户服务部投诉。因此应选A项。
9.F 本题的意思是“Robin Seaton正在为新员工制定培训计划。”Human resources department(人力资源部)也称为Personnel department,它的职责很多,包括员工的聘用、解雇、薪酬、培训、绩效评估等。因此F项正确。
10.E 本题的意思是“Helen Marsden和她的团队正在制作公司明年的预算。”管理公司所有与财务有关的事务的部门是Finance department,它通常还包括预算部(budget department)、会计部(accounting department) 和薪酬部(payroll department)。因此E项正确。
解析：暂无解析
第9题：

单选题
In the author’s view, higher service standards are impossible in Israel _____.
A
if customer complaints go unnoticed by the management
B
unless foreign companies are introduced in greater numbers
C
if there’s no competition among companies
D
without strict routine of employees

正确答案： C
解析：
细节推论题。首段末句提到“Nothing happens without competition.”，这与C项“公司间不竞争，就不会有商标准服务”相符。故C为答案。
第10题：

单选题
Click the Exhibit button and examine the data in the EMPLOYEES and DEPARTMENTS tables.You want to retrieve all employees, whether or not they have matching departments in the departments table. Which query would you use?（）
A
SELECT last_name, department_name FROM employees NATURAL JOIN departments;
B
SELECT last_name, department_name FROM employees JOIN departments ;
C
SELECT last_name, department_name FROM employees e JOIN departments d ON (e.department_id = d.department_id);
D
SELECT last_name, department_name FROM employees e RIGHT OUTER JOIN departments d ON (e.department_id = d.department_id);
E
SELECT last_name, department_name FROM employees FULL JOIN departments ON (e.department_id = d.department_id);
F
SELECT last_name, department_name FROM employees e LEFT OUTER JOIN departments d ON (e.department_id = d.department_id);

正确答案： B
解析：暂无解析
第11题：

多选题
You are designing a DNS Name resolution strategy for the client computer in the customer service department. What are the two possible ways to achieve the goal?（）
A
Create a reverse lookup zone in DNS for each new Domain.
B
Add a WINS lookup record to the DNS forward lookup zone.
C
Add a WINS reverse record to the DNS reverse lookup zone.
D
Enable Dynamic updates for DownLevel client computers on each DHCP server.
E
Install the Active Directory Client on All Computers in the Customer service department.

正确答案： B,A
解析：暂无解析
第12题：

单选题
The customer service department had fewer complaints last quarter, which challenges the ______ that the quality of our product is worsening.
A
attention
B
function
C
exception
D
perception

正确答案： D
解析：
句意：上季度我们客户服务部接到的投诉很少，这有力驳斥了我们的产品质量下滑这种说法。本题考查词义辨析，根据上下文，此处意为“驳斥了…的说法、看法”，因此要用perception。attention专心，精神集中。function功能，用。exception除外，例外。
第13题：

Click the Exhibit button and examine the data in the EMPLOYEES and DEPARTMENTS tables.You want to retrieve all employees‘ last names, along with their managers‘ last names and their department names. Which query would you use?（）
A.SELECT last_name, manager_id, department_name FROM employees e FULL OUTER JOIN departments d ON (e.department_id = d.department_id);
B.SELECT e.last_name, m.last_name, department_name FROM employees e LEFT OUTER JOIN employees m on ( e.manager_id = m.employee_id) LEFT OUTER JOIN departments d ON (e.department_id = d.department_id);
C.SELECT e.last_name, m.last_name, department_name FROM employees e RIGHT OUTER JOIN employees m on ( e.manager_id = m.employee_id) LEFT OUTER JOIN departments d ON (e.department_id = d.department_id);
D.SELECT e.last_name, m.last_name, department_name FROM employees e LEFT OUTER JOIN employees m on ( e.manager_id = m.employee_id) RIGHT OUTER JOIN departments d ON (e.department_id = d.department_id);
E.SELECT e.last_name, m.last_name, department_name FROM employees e RIGHT OUTER JOIN employees m on ( e.manager_id = m.employee_id) RIGHT OUTER JOIN departments d ON (e.department_id = d.department_id);
F.SELECT last_name, manager_id, department_name FROM employees e JOIN departments d ON (e.department_id = d.department_id) ;

参考答案：B
第14题：

Telephone Billing Statement_______city Phone Cellular
City Phone Cellular
Department of Billing Services
51 Dublin St．，Suite 301
Springfield，WI
Invoice Date：08—15—2006
Payment Due Date：09—14—2006
Customer Information
Name：Desire Eberhardt
Account Number：1 0003483一FFT"
Account Information
Current Charges：$6 1．59
Outstanding Balance：$35．08
Total Amount Owed：$96．67
Pay your bill online at WWW．cpcellular．tom and receive a discount of 3?fore taxes are added．If you have questions about this or other City Phone Cellular policies，please contact our customer service department at 1-888—349—5959．
Billing Summary Amount Owed
Current Charges：
City Phone Premium Cellular Package$49．95
State Taxes$5．65
Service Fee$5．99
Total Current Charges$6 1．59
Previous Charges：
Balance as of Last Month$55．08
Payment Received Last Month$20．00
Outstanding Balance$35．08
Total Amount Owed$96．67
If the exchange rate with the dollar continues to drop，_______the country’s businesseswill certainly lose money．

A.Much
B.much of
C.many
D.many of

答案：D
解析：
从空格开始到“business”结束的部分为主句的主语，因此可以用“不定代词+of+the+名词”结构构成主语的B和D为正确答案的备选项。空格后的名词“businesses”为可数名词的复数形式，因此D为正确答案。
第15题：

Telephone Billing Statement_______city Phone Cellular
City Phone Cellular
Department of Billing Services
51 Dublin St．，Suite 301
Springfield，WI
Invoice Date：08—15—2006
Payment Due Date：09—14—2006
Customer Information
Name：Desire Eberhardt
Account Number：1 0003483一FFT"
Account Information
Current Charges：$6 1．59
Outstanding Balance：$35．08
Total Amount Owed：$96．67
Pay your bill online at WWW．cpcellular．tom and receive a discount of 3?fore taxes are added．If you have questions about this or other City Phone Cellular policies，please contact our customer service department at 1-888—349—5959．
Billing Summary Amount Owed
Current Charges：
City Phone Premium Cellular Package$49．95
State Taxes$5．65
Service Fee$5．99
Total Current Charges$6 1．59
Previous Charges：
Balance as of Last Month$55．08
Payment Received Last Month$20．00
Outstanding Balance$35．08
Total Amount Owed$96．67
How much did Ms．Eberhardt pay last month?

A.$20．00
B.$35．08
C.$55．08
D.$61．59

答案：A
解析：
题目问上个月缴纳的金额，因此要快速浏览各个项目，找出相对应的数字。第五段第三句中指出上个月支付的金额是20美元，故选A。
第16题：

Questions 112-113 refer to the following invoice.
Telephone Billing Statement -- City Phone Cellular
City Phone Cellular
Department of Billing Services
51 Dublin St., Suite 301
Springfield, WI
Invoice Date: 08-15-2006
Payment Due Date: 09-14-2006
Customer Information
Name: Desire Eberhardt
Account Number: 10003483-FFT
Account Information
Current Charges: $61.59
Outstanding Balance: $35.08
Total Amount Owed: $96.67
Pay your bill online at www.cpcellular.com and receive a discount of 3% before taxes are added. If you have questions about this or other City Phone Cellular policies, please contact our customer service department at 1-888-349-5959.
Billing SummaryAmount Owed
Current Charges:
City Phone Premium Cellular Package$49.95
State Taxes$5.65
Service Fee $5.99
Total Current Charges $61.59
Previous Charges:
Balance as of Last Month $55.08
Payment Received Last Month $20.00
Outstanding Balance$35.08
Total Amount Owed $96.67
How can City Phone Cellular customers receive a discount?

A.By applying for an account online
B.By paying their balance early
C.By calling the customer service department
D.By paying over the Internet

答案：D
解析：
第三段第一句通告说，在网上缴费的话，可以获得税前3%的优惠。如果在网上缴纳费用的话，请一定在网上申请一个银行账号。这个是错误的，请不要把A项和正确答案混淆。
第17题：

While the accounting department is closed, all billing questions will be __________by the customer service department.

A.expired
B.attended
C.replied
D.handled

答案：D
解析：
因为会计部关门了，因此所有的计费问题将由客户服务中心处理。“expire”是“期满”的意思；“attend”是“参加”；“reply”是“回复”；“handle”是“处理”的意思，故选D。
第18题：

单选题
船上的船员属于三个部门：甲板部、轮机部和事务部。（）
A
Seamen on board the ship are in two departments: Deck Department, Engine Department.
B
Seaman on board the ship are in two department: Deck Department, Engine Department and Service Department.
C
The Deck Department and the Engine Department are the two departments.
D
Seamen on board the ship are in three departments: the Deck Department, the Engine Department and the Service Department.

正确答案： A
解析：暂无解析
第19题：

问答题
Practice 1　　● Recently, your company has received a letter complaint concerning the delay of an order. As the manager of the Department of Customer Service, you are to handle this.　　● Write the letter to the customer:　　● explaining the reason for the delay,　　● apologizing for the delay,　　● offering some measures to make up for the delay.

正确答案：【参考范文】
Dear Mr. Green,
We have received your letter with respect to the delay of the order dated Oct.24, 2012, and on behalf of our company I would like to express our apologies to you.
As a matter of fact, we have sent commodities on time in line with our contract. However, there was something wrong with the shipment. Owing to the bad weather, the shipment has been greatly postponed. At the moment, even though we took urgent measures to make up for the delay, the consequence was still unsatisfactory.
Since being informed about the delay in delivery, we were quickly aware that this would give rise to great inconvenience and trouble for you, which would have a negative effect not only on the sales, but also on your customer relations and your company’s fame. As a result, our company is willing to take the responsibility and do all we can to make up your losses. In order to compensate for this order, our company offer 10% off the freight in delivery. Although we would endure a big loss, that would not be a problem with us. In addition, we will find some backups in case transportation fails again.
All in all, we have paid our immediate attention to this matter and given promise that everything will return to normal. We hope this matter will not influence the cooperation between you and us.
I do hope that you will accept our apologies.
Yours sincerely,
Will Smith
解析：暂无解析
第20题：

单选题
Failure to meet customer needs can lead to_____.
A
overemphasis on the service format
B
decreased corporate revenue
C
misunderstanding of customer satisfaction
D
customers’ complaints

正确答案： D
解析：
推断题。根据题干关键词可定位到倒数第二段。该段中提到，对服务形式的过分强调和对消费者满意度的误解都是导致不能满足消费者需求的原因而非结果，故A、C项均可排除。D项在文中没有提及，属于无中生有，故排除。文章中提到，服务和质量的好坏是由其是否满足消费者的基本需求决定的，而不是由生产商决定的。由此可知，无法满足消费者的需求会使生产商处于不利的位置，并可能对其收入造成影响，因此答案为B项。
第21题：

单选题
______ my opinion, customer service here has improved but not as much as expected over the last 2 years.
A
On
B
In
C
For
D
With

正确答案： C
解析：
本题考查固定搭配。句意：在我看来，在过去的两年里，这里的客服质量有了改善，但仍未如预料中的理想。in one’s opinion为固定搭配，意为“在……看来”。故B项为正确答案。
第22题：

单选题
Examine the data in the EMPLOYEES and DEPARTMENTS tables. EMPLOYEES LAST_NAME DEPARTMENT_ID SALARY Getz 10 3000 Davis 20 1500 Bill 20 2200 Davis 30 5000 Kochhar 5000 DEPARTMENTS DEPARTMENT_ID DEPARTMENT_NAME 10 Sales 20 Marketing 30 Accounts 40 Administration You want to retrieve all employees, whether or not they have matching departments in the departments table. Which query would you use?（）
A
SELECT last_name, department_name FROM employees , departments(+);
B
SELECT last_name, department_name FROM employees JOIN departments(+);
C
SELECT last_name, department_name ON (e. department_ id = d. departments_id); FROM employees(+) e JOIN departments d
D
SELECT last_name, department_name FROM employees e RIGHT OUTER JOIN departments d ON (e.department_id = d.department_id);
E
SELECT last_name, department_name FROM employees(+) , departments ON (e. department _ id = d. department _id);
F
SELECT last_name, department_name FROM employees e LEFT OUTER JOIN departments d ON (e. department _ id = d. department _id);

正确答案： F
解析：暂无解析
第23题：

单选题
Failure to meet customer needs can lead to______.
A
overemphasis on the service format.
B
decreased corporate revenue.
C
misunderstanding of customer satisfaction.
D
customers’ complaints.

正确答案： B
解析：
推断题根据题干关键词可定位到倒数第二段。该段中提到，对服务形式的过分强调和对消费者满意度的误解都是导致不能满足消费者需求的原因而非结果，故A、C项均可排除。D项在文中没有提及，属于无中生有，故排除。文章中提到，服务和质量的好坏是由其是否满足消费者的基本需求决定的，而不是由生产商决定的。由此可知，无法满足消费者的需求会使生产商处于不利的位置，并可能对其收入造成影响，因此答案为B项。
第24题：

单选题
What does the first letter require Ms. Walter to do?
A
Call the Customer Service Center
B
Send payment to the utilities firm
C
Review two bills from last year
D
Verify her account balance

正确答案： C
解析：
根据第2段第3句If by April 15…your residence可知信中要求Ms. Walter在4月15日之前缴纳费用，否则中断服务，故选B。

单选题The customer service department had fewer complaints last quarter, which challenges the ______ that the quality of our product is worsening.A attentionB functionC exceptionD perception

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