銷售售后試題及答案英語(yǔ)

一、單項(xiàng)選擇題（每題2分，共10題）1.Whenacustomercomplainsaboutaproduct,thefirstthingasalespersonshoulddoisto_.A.blamethecustomerB.listencarefullyC.offerarefundimmediatelyD.ignorethecomplaintAnswer:B2.“After-salesservice”mainlyreferstotheserviceprovided_.A.beforethesaleB.duringthesaleC.afterthesaleD.atthesametimeofthesaleAnswer:C3.InEnglish-speakingcountries,ifacustomersays“I'mnotsatisfiedwiththisproduct.”,apoliteresponsecouldbe_.A.“It'snotourfault.”B.“Whatdoyouexpect?”C.“I'msorrytohearthat.Canyoutellmemoreabouttheproblem?”D.“Youshouldhavechosenabetterone.”Answer:C4.Acommonwaytofollowupwithacustomerafterasaleis_.A.sendinganemailormakingacallB.nevercontactingthemagainC.onlycontactingthemwhenthereisanewproductD.waitingforthecustomertocontactfirstAnswer:A5.Ifaproducthasawarranty,itmeans_.A.thecustomerhastopayforallrepairsB.theproductwillneverbreakC.themanufacturerwillrepairorreplaceitundercertainconditionsD.thestorewillnotberesponsibleforanyproblemsAnswer:C6.Whichofthefollowingisnotanimportantpartofafter-salesservice?A.ProductinstallationguidanceB.HandlingcustomercomplaintsC.AdvertisingnewproductsD.ProvidingproductmaintenanceadviceAnswer:C7.Whencommunicatingwithaninternationalcustomer,weshould_.A.onlyusecomplexEnglishwordsB.avoidusingbodylanguageC.beawareofculturaldifferencesD.speakveryfastAnswer:C8.“Returnpolicy”usuallyincludes_.A.howtoreturnaproduct,whenitcanbereturnedandunderwhatconditionsB.onlythepriceoftheproductC.onlythelocationofthestoreD.onlythenameoftheproductAnswer:A9.Thepurposeofafter-salesserviceisto_.A.makemoremoneyfromthecustomerB.getridofthecustomerassoonaspossibleC.improvecustomersatisfactionandloyaltyD.showoffthecompany'spowerAnswer:C10.Agoodsalespersonshould_.A.knoweverythingabouttheproductB.knowhowtosellbutnotcareaboutafter-salesC.berudetodifficultcustomersD.onlyfocusonhigh-profitproductsAnswer:A二、多項(xiàng)選擇題（每題2分，共10題）1.Whichofthefollowingarecommonafter-salesservices?(Selectallthatapply)A.ProductrepairB.ProductreplacementC.CustomertrainingonproductuseD.OfferingdiscountsonfuturepurchasesAnswer:ABCD2.Whendealingwithanangrycustomer,whichactionsareappropriate?(Selectallthatapply)A.StaycalmB.RaiseyourvoicetoshowyourauthorityC.ApologizesincerelyD.TrytofindasolutionimmediatelyAnswer:ACD3.Inafter-salescommunication,weshouldpayattentionto_.(Selectallthatapply)A.grammarandspellingB.toneofvoiceC.culturaldifferencesD.usingasmanytechnicaltermsaspossibleAnswer:ABC4.Goodafter-salesservicecanbring_.(Selectallthatapply)A.repeatbusinessB.positiveword-of-mouthC.adecreaseincustomercomplaintsD.higherprofitmarginsinthelongrunAnswer:ABCD5.Thefollowingareimportantelementsinhandlingcustomercomplaints_.(Selectallthatapply)A.EmpathyB.TimelyresponseC.BlamingothersD.OfferingsolutionsAnswer:ABD6.Whichofthefollowingcanhelpimproveafter-salesservice?(Selectallthatapply)A.RegularstafftrainingB.CollectingcustomerfeedbackC.IgnoringsmallproblemsD.HavingaclearserviceprocessAnswer:ABD7.Ininternationalafter-salesservice,wemayencounter_.(Selectallthatapply)A.LanguagebarriersB.DifferentlegalregulationsC.SimilarconsumerhabitseverywhereD.TimezonedifferencesAnswer:ABD8.After-salesservicestaffshouldbeproficientin_.(Selectallthatapply)A.ProductknowledgeB.EnglishcommunicationskillsC.ConflictresolutionskillsD.MarketingstrategiesAnswer:ABC9.Whatcanbeincludedinafollow-upemailtoacustomer?(Selectallthatapply)A.ThankingthecustomerfortheirpurchaseB.AskingforfeedbackontheproductC.PromotingnewproductsD.IgnoringanypotentialproblemsAnswer:ABC10.Whichofthefollowingstatementsaboutwarrantiesarecorrect?(Selectallthatapply)A.Warrantiescanvaryinlength.B.Allproductsmusthavethesamewarranty.C.Warrantiesshouldbeclearlyexplainedtocustomers.D.Awarrantyisaguaranteeofproductquality.Answer:ACD三、判斷題（每題2分，共10題）1.After-salesserviceisnotasimportantasthesalesprocess.(False)2.Ifacustomeriswrong,wedon'tneedtobepolite.(False)3.Allproductshavethesamereturnpolicy.(False)4.Asalespersondoesn'tneedtoknowaboutafter-salesservice.(False)5.Englishistheonlylanguageusedininternationalafter-salesservice.(False)6.After-salesserviceonlyfocusesonproductrepair.(False)7.Ifacustomerissatisfiedwiththeafter-salesservice,theyaremorelikelytobuyfromthecompanyagain.(True)8.Acompanyshouldalwaysofferafullrefundwithoutaskinganyquestionswhenacustomerreturnsaproduct.(False)9.After-salesservicehasnorelationtocustomerloyalty.(False)10.Itisnotnecessarytokeeprecordsofafter-salesserviceinteractions.(False)四、簡(jiǎn)答題（每題5分，共4題）1.Brieflyexplaintheimportanceofgoodafter-salesserviceinEnglish.Answer:Goodafter-salesserviceiscrucial.Itcanenhancecustomersatisfaction.Whencustomersaresatisfied,theyaremorelikelytobecomerepeatcustomersandrecommendthecompanytoothers.Italsohelpstobuildagoodbrandimageintheinternationalmarket.2.WhatarethekeypointsinhandlingcustomercomplaintsinEnglish-speakingenvironments?Answer:Keypointsincludestayingcalm,listeningcarefullytothecomplaint,expressingempathy,apologizingsincerely,andofferingpracticalsolutionsquickly.3.HowcanasalespersonimprovetheirEnglishcommunicationskillsforafter-salesservice?Answer:Theycanpracticespeakingwithnativespeakers,studyrelevantEnglishbusinessphrases,watchEnglish-languagetrainingvideos,andreadEnglishmaterialsrelatedtosalesandafter-salesservice.4.Listtwowaystoeffectivelyfollowupwithinternationalcustomersafterasale.Answer:Onewayistosendpersonalizedfollow-upemails.Anotherwayistomakeinternationalphonecallsatanappropriatetimeconsideringthetimezonedifferences.五、討論題（每題5分，共4題）1.Discusshowculturaldifferencescanaffectafter-salesserviceinEnglish-speakingcountries.Answer:InEnglish-speakingcountries,culturaldifferencescanimpact.Forexample,someculturesvaluedirectcommunicationwhileothersprefermorepoliteandround-aboutways.Understandingthesecanhelpinhandlingcomplaintsandprovidingappropriateservice.2.Whatshouldbeincludedinanafter-salesservicetrain