Conversation 1
QUESTIONS
1. Why does the student go to see the professor?
a. To find out all the requirements for a project
b. To discuss a service gap at a restaurant
c. To get help understanding concepts relevant to his project
d. To get help with designing a business plan
答案：C
破题关键词汇：see the professor
解析：
(从第47秒开始，原文重现：So here’s my question, I read something about service standard that kind confused me, what’s the difference between service design and service standard?)
学生抛出了他此次来找教授的目的，因为对于服务设计和服务标准之间的差别有些迷惑不清，所以C选项正确。
2. Why does the professor mention a student in another class?
a. To describe an interesting topic for a project
b. To explain the cause of her initial confusion
c. To point out that she has not received e-mails from all her students yet
d. To indicate that she has several students doing projects about restaurants
答案：B
破题关键词汇：in another class
解析：
(从第26秒开始，原文重现：Wait, I thought you were gonna come up with hypothetical business plan for an amusement park, isn’t that what you emailed me last week?)
教授误以为学生是要围绕游乐园来写一个假设的商业企划，但后来发现是这是另一个学生要写的内容，所以B选项正确。
3. Why does the professor talk about the cafeteria on campus?
a. To give an example of an effective service design
b. To illustrate how service standards can inform service design
c. To help the man understand a service problem
d. To illustrate the concept of a service gap
答案：A
破题关键词汇：cafeteria
解析：
(从第1分08秒开始，原文重现：Service design, is, think of the cafeteria here on campus, there are several food counters right, all with big clear signs, to help you find what you’re looking for, soups, salads, desserts, so you know exactly where to go to get what you need. )
教授举学校食堂的例子，是为了说明学校食堂的设计非常合理，大家可以很方便的找到自己所需要的东西，所以A选项正确。
4. What do the speakers imply about the bakery the student went to recently? Click on 2 answers.
a. The apple pie he bought there was not as good as it usually is.
b. The bakery's service design was inefficient.
c. The bakery needs additional employees to fix a service gap.
d. The bakery did not meet a service standard.
答案：B, D
破题关键词汇：imply, bakery
解析：
(从第2分04秒开始，原文重现：And that’s what’s called the service gap, maybe there wasn’t enough training for the employees, or maybe they just run out of pie that day, but there’s something wrong about the process, and the service standard wasn’t being met.)
学生想买苹果派，也有一个小的标签，上面写着苹果派，但是却没有剩余了。于是教授说，这就是service gap. 所以B选项正确。后面又继续说，也许是因为对员工缺少足够的训练，或许也正好就是那天的派都卖完了，但是整个流程却是有问题的，可能是服务标准没有达标，所以D选项正确。
5. What does the professor say the student should do for his project?
a. Compare an on-campus service model with an off-campus one
b. Interview the service manager and employees at the cafeteria
c. Recommend service improvements at the cafeteria and the bookstore
d. Analyze the service design of a nearby restaurant
答案：D
破题关键词汇：should do, his project
解析：
(从第2分28秒开始，原文重现：Well, campus businesses like the cafeteria or bookstore, don’t quite follow the kinds of service models we are studying in class, you should go to some other local establishment I’d say .)
学生想要用学校的食堂作为研究对象，但是教授说学校的食堂或者书店并不符合课堂上学习的服务模型，应该去当地其他的一些公司进行研究。所以D选项正确。
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