第4题: [单项选择]改善和提高服务生产率的重要前提是()。 A. 提高员工素质 B. 完善员工激励机制 C. 提高服务水平 D. 正确的把握服务生产率概念 参考答案:D
第5题: [单项选择]A. He enjoys finding fault with exams. B. He is sure of his success in the exam. C. He doesn’t know if he can do well in the exam. D. He used to get straight A’s in the exams he took. 参考答案:B 答案解析:[听力原文] W: I’ve never seen you have such confidence before an exam! M: It’s more than confidenc