《饭店专业英语》高等教育出版社（第二版） 项目九 处理投诉 章节过关卷（原卷版+解析版）

原创精品资源学科网独家享有版权，侵权必究！ 《饭店专业英语》高等教育出版社（第二版） 项目九 处理投诉章节过关卷 考试时间：90分钟 满分：100分 姓名 班级 学号 1 1、 单项选择题（本题共15小题，每题2分，共30分） 1. The expression “CIF” stands for( ). A. Cost, Insurance and Freight B. Cash in Advance C. Cost and Freight D. Certificate of Inspection and Freight 【答案】A 【解析】CIF是国际贸易术语，全称是Cost Insurance and Freight，指卖方负责货物运输到指定目的港的费用和保险费，但风险在货物越过船舷时转移给买方。 2. “Brand awareness” means ( ) A. the popularity of a brand B. the value of a brand C. consumers' knowledge and recognition of a brand D. the history of a brand 【答案】C 【解析】品牌认知度Brand awareness指的是消费者对某个品牌的知晓程度和识别能力，反映品牌在目标市场中的知名度，它不同于选项B品牌价值或选项D品牌历史。 3.“Market share” is( ) A. the amount of money a company earns B. the percentage of the market that a company controls C. the size of the market D. the number of products a company sells 【答案】B 【解析】市场份额Market share是指一个公司的销售额在整个市场中所占的百分比，反映企业在行业中的竞争地位，它不是选项A绝对销售额或选项D产品数量。 4. “Outsource” means( ). A. to produce products by oneself B. to buy products from another company C. to expand the business overseas D. to reduce the cost of production 【答案】B 【解析】外包Outsource是指企业将某些业务或生产环节交给外部专业公司完成，以专注于核心业务，选项D虽然可能降低成本，但其核心含义是将业务交给其他公司完成。 5.“ROI” stands for( ) A. Return on Investment B. Rate of Interest C. Risk of Investment D. Ratio of Income 【答案】A 【解析】ROI是Return on Investment“投资回报率”的缩写，用于衡量投资获得的收益与投资成本的比率，是评估投资效率的重要指标。 6. What is the first step when a guest makes a complaint? ( ) A． Ignore the guest to avoid escalation. B． Listen carefully and show empathy. C． Argue with the guest to defend the hotel. D． Tell the guest to leave if they are unhappy. 【答案】B 【解析】处理投诉的第一步是认真倾听并表达同理心Listen and show empathy，让客人感受到被重视。 7. If a guest says, “My room is too noisy,” what should you say? ( ) A． That’s not our problem. B． I’m sorry to hear that. Let me check if we can move you to a quieter room. C． All our rooms are noisy. D． You should have booked a better hotel. 【答案】B 【解析】我们应先道歉apologize并提供解决方案offer a solution，比如说更换房间，而不是推卸责任。 8. What does the phrase “compensation“ mean in complaint handling? ( ) A. Giving the guest something extra to make up for the problem. B． Asking the guest to pay more for better service. C． Ignoring the complaint completely. D． Blaming the guest for the issue. 【答案】A 【解析】“Compensation” 指补偿，以弥补客人的不满。 9. If a guest is very angry, what should you avoid doing? ( ) A. Staying calm and speaking politely. B． Raising your voice or arguing. C． Offering a solution to the problem. D． Asking for more details about the issue. 【答案】B 【解析】面对愤怒的客人，应保持冷静stay calm，避免提高嗓门或争吵raising voice或者是arguing，否则会激化矛盾。 10. Which phrase is appropriate when apologizing for a mistake? ( ) A. It’s not a big deal. B．We sincerely apologize for the inconvenience. C．You’re overreacting. D．This happens all the time. 【答案】B 【解析】道歉时应真诚sincere，而不是轻视客人的感受。 11. What should you do if you cannot solve a complaint immediately? ( ) A. Tell the guest to wait forever. B．Escalate the issue to a supervisor and inform the guest of the next steps. C．Pretend the problem doesn’t exist. D．Blame another department. 【答案】B 【解析】若无法立即解决，应上报主管escalate to a supervisor并告知客人后续处理步骤，保持透明沟通。 12. What is the purpose of “follow-up” after resolving a complaint? ( ) A. To charge the guest extra money. B．To ensure the guest is satisfied with the solution. C．To ignore the guest’s feedback. D．To criticize the guest for complaining. 【答案】B 【解析】跟进follow-up是为了确认客人对解决方案是否满意，提升服务质量。 13. If a guest complains about slow room service, what should you say? ( ) A. We’re always slow. B．I’ll check with the kitchen and ensure your order arrives soon. C．You should have ordered earlier. D．Nobody else complains. 【答案】B 【解析】应主动解决问题take action，比如可以联系厨房加快服务，而不是找借口。 14. Which of the following is a good way to prevent complaints? ( ) A. Providing poor service to save costs. B．Training staff to handle issues professionally. C．Ignoring guest feedback. D．Making false promises. 【答案】B 【解析】培训员工staff training专业处理问题，是预防投诉prevent complaints的关键。 15. What should you do if a guest’s complaint is unreasonable? ( ) A. Yell at the guest. B．Politely explain the policy and offer alternatives. C．Refuse to help. D．Call security immediately. 【答案】B 【解析】即使投诉不合理，也应礼貌解释政策explain policy politely并提供替代方案offer alternatives，保持专业态度。 2、 短语翻译题（本题共11小题，每题2分，共22分） 1、 handling complaints ( ) 【答案】处理投诉 2、 make a complaint ( ) 【答案】投诉 3、 transportation ( ) 【答案】运输 4、 住处 ( ) 【答案】accommodation 5、 消遣 ( ) 【答案】entertainment 6、 道歉 ( ) 【答案】apologize 7、 random ( ) 【答案】随意 8、 delay ( ) 【答案】拖延 9、 时间表 ( ) 【答案】schedule 10、 吸引 ( ) 【答案】attraction 11、 对某事感到满意 ( ) 【答案】be satisfied with 3、 句子翻译题（本题共7小题，每题4分，共28分） 1、我能和旅行社的经理通话吗? 【答案】May I speak to the manager of the travel agency? 2、我必须向你道歉。 【答案】I do apologize to you. 3、总之,我对此次旅行很不满意。 【答案】In a word, I'm not satisfied with the tour at all. 4、我希望旅行社为了自身发展能有所改进。 【答案】I hope something can be changed for an improvement of your travel service. 5、此外,一些灯不亮。 【答案】What's more, some lights couldn't be turned on. 6、我和前台联系一下,解决这些问题。 【答案】I'll contact the front desk to solve the problems. 7、我马上告诉饭店经理,希望他能尽快解决。 【答案】I'll let the manager of the hotel know it right away and I hope he can manage it. 4、 情景模拟题（本题共5小题，每题6分，共30分） 1、How do you ask for guests’ personal information politely? 【答案】Excuse me. May I have your name, address and your telephone number. 【解析】题目的问题意思是“如何在礼貌的询问客人的个人信息。”，回答的意思是“打扰一下，能告诉我您的姓名、地址和电话号码吗？” 2、Inform the guest that you are able to accept his booking. 【答案】We are glad to tell you that we are able to accept your booking. 【解析】题目的问题意思是“通知客人你们可以接受她们的预订”，回答的意思是“我们很高兴地告知您，我们能够接受您的预订。” 3、If the guest is calling for another bath towel, what will you say? 【答案】I will say“ Certainly, sir. I will bring you a new one right away. Would you please tell me your room number”. 【解析】题目的意思是“如果客人还需要一条浴巾你会说什么？”，回答的意思是“当然可以，先生。我马上给您拿一个新的来。请问您的房间号是多少？” 4、You’ve helped the guest check in at the Front Desk. And now tell him to follow the bellboy to his room. 【答案】If you are ready, the bell boy will show you up to your room. 【解析】题目的意思是“你已帮助客人在前台办理入住，现在告诉他跟随服务员去他的房间”，回答的意思是“如果您准备好了，行李员会带您上楼去您的房间。” 5、How do you inform the guest of the arrival of his visitor? 【答案】A certain Mr. Zhang wants to see you, sir. He is now waiting in the lobby. 【解析】题目的意思是“如何通知客人他的访客到了”，回答的意思是“先生，有位张先生想见您，他现在正在大堂等候。” 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $$原创精品资源学科网独家享有版权，侵权必究！ 《饭店专业英语》高等教育出版社（第二版） 项目九 处理投诉章节过关卷 考试时间：90分钟 满分：100分 姓名 班级 学号 1 1、 单项选择题（本题共15小题，每题2分，共30分） 1. The expression “CIF” stands for( ). A. Cost, Insurance and Freight B. Cash in Advance C. Cost and Freight D. Certificate of Inspection and Freight 2. “Brand awareness” means ( ) A. the popularity of a brand B. the value of a brand C. consumers' knowledge and recognition of a brand D. the history of a brand 3.“Market share” is( ) A. the amount of money a company earns B. the percentage of the market that a company controls C. the size of the market D. the number of products a company sells 4. “Outsource” means( ). A. to produce products by oneself B. to buy products from another company C. to expand the business overseas D. to reduce the cost of production 5.“ROI” stands for( ) A. Return on Investment B. Rate of Interest C. Risk of Investment D. Ratio of Income 6. What is the first step when a guest makes a complaint? ( ) A． Ignore the guest to avoid escalation. B． Listen carefully and show empathy. C． Argue with the guest to defend the hotel. D． Tell the guest to leave if they are unhappy. 7. If a guest says, “My room is too noisy,” what should you say? ( ) A． That’s not our problem. B． I’m sorry to hear that. Let me check if we can move you to a quieter room. C． All our rooms are noisy. D． You should have booked a better hotel. 8. What does the phrase “compensation“ mean in complaint handling? ( ) A. Giving the guest something extra to make up for the problem. B． Asking the guest to pay more for better service. C． Ignoring the complaint completely. D． Blaming the guest for the issue. 9. If a guest is very angry, what should you avoid doing? ( ) A. Staying calm and speaking politely. B． Raising your voice or arguing. C． Offering a solution to the problem. D． Asking for more details about the issue. 10. Which phrase is appropriate when apologizing for a mistake? ( ) A. It’s not a big deal. B．We sincerely apologize for the inconvenience. C．You’re overreacting. D．This happens all the time. 11. What should you do if you cannot solve a complaint immediately? ( ) A. Tell the guest to wait forever. B．Escalate the issue to a supervisor and inform the guest of the next steps. C．Pretend the problem doesn’t exist. D．Blame another department. 12. What is the purpose of “follow-up” after resolving a complaint? ( ) A. To charge the guest extra money. B．To ensure the guest is satisfied with the solution. C．To ignore the guest’s feedback. D．To criticize the guest for complaining. 13. If a guest complains about slow room service, what should you say? ( ) A. We’re always slow. B．I’ll check with the kitchen and ensure your order arrives soon. C．You should have ordered earlier. D．Nobody else complains. 14. Which of the following is a good way to prevent complaints? ( ) A. Providing poor service to save costs. B．Training staff to handle issues professionally. C．Ignoring guest feedback. D．Making false promises. 15. What should you do if a guest’s complaint is unreasonable? ( ) A. Yell at the guest. B．Politely explain the policy and offer alternatives. C．Refuse to help. D．Call security immediately. 2、 短语翻译题（本题共11小题，每题2分，共22分） 1、 handling complaints ( ) 2、 make a complaint ( ) 3、 transportation ( ) 4、 住处 ( ) 5、 消遣 ( ) 6、 道歉 ( ) 7、 random ( ) 8、 delay ( ) 9、 时间表 ( ) 10、 吸引 ( ) 11、 对某事感到满意 ( ) 3、 句子翻译题（本题共7小题，每题4分，共28分） 1、我能和旅行社的经理通话吗? 2、我必须向你道歉。 3、总之,我对此次旅行很不满意。 4、我希望旅行社为了自身发展能有所改进。 5、此外,一些灯不亮。 6、我和前台联系一下,解决这些问题。 7、我马上告诉饭店经理,希望他能尽快解决。 4、 情景模拟题（本题共5小题，每题6分，共30分） 1、How do you ask for guests’ personal information politely? 2、Inform the guest that you are able to accept his booking. 3、If the guest is calling for another bath towel, what will you say? 4、You’ve helped the guest check in at the Front Desk. And now tell him to follow the bellboy to his room. 5、How do you inform the guest of the arrival of his visitor? 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $$