2. 外语
  3. Read the article below about doing business online. Choose the best word or phrase to fill each gap from A, B, C or D on the opp

Read the article below about doing business online. Choose the best word or phrase to fill each gap from A, B, C or D on the opp

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问题 Read the article below about doing business online.
Choose the best word or phrase to fill each gap from A, B, C or D on the opposite page.
For each question(19-33), mark one letter(A, B, C or D)on your Answer Sheet.
There is an example at the beginning(0).
                The Secret of Success for Online Businesses
The secret of success in electronic commerce(0)_B_in placing a new emphasis on a well-established area. That area is customer service, which is now the only point of(19)______between a business and the buying public.
There are a number of factors in a real-world shop that(20)______people’s perceptions of a business: these(21)______the location and the appearance of the premises, the quality and the pricing of the merchandise or services, and the behaviour of the staff.
However, if a company is trying to make a good impression with online customers, most of these factors do not(22)______a part. In the(23)______of these factors, the way customers are(24)______when they have a reason to call has a fundamental effect on a company’s ability to retain them as customers. Even more than regular telephone or in-person customers, web customers are impatient, easily frustrated and always conscious that they have other places where they can(25)______their business. Preventing them from doing that means meeting them on their own(26)______and providing them with what they want.
This necessity, in(27)______, means that companies that sell over the net must get back-end functions right. Imposing(28)______requirements on customers will not work; a business that(29)______on customers emailing for assistance instead of using the phone, for example, will lose repeat custom.
If the phone is used, it must be answered(30)______, and the staff should look for ways of helping even the most awkward customers(31)______, as is more usual, trying to find some(32)______to blame the customer for any problem.
An important, final point is that it is vital that all addresses, web links and phone numbers work properly and efficiently. This ought to(33)______without saying. Experience, however, shows that it does not.
选项 A、demands
B、insists
C、expects
D、instructs
答案B
解析
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