The secret of success in electronic commerce lies 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.
19、A relationship B association C. meeting D contact
20、A force B determine C decide D fix
21、A enclose B consist C include D contain
22、A get B run C play D have
23、A absence B lack C need D scarcity
24、A cared B treated C dealt D considered
25、A deliver B bring C move D take
26、A policies B standards C terms D conditions
27、A turn B sequence C line D order
28、A dense B rigid C deep D solid
29、A demands B insists C expects D instructs
30、A punctually B precisely C promptly D presently
31、A apart from B other than C except for D rather than
32、A case B excuse C fault D purpose
33、A do B make C go D come
19題首先考的就是一個固定的商務英語用法。Point of contact,接觸點。商業詞典的解釋：Person or a department serving as the coordinator or focal point of an activity or program.英文WIKI的解釋：A point of contact (POC, also single point of contact or SPOC) is the identification of, and means of communication with, person(s) and organizations(s) associated with the resource(s).
26題，on one's own terms,根據某人自己的主張。聯系此句上下文，是說電子商務的客戶不好伺候，得按照他們的意思來提供他們想要的。所以后面的28題應該選擇rigid，僵硬的。意思是不能把一些僵硬的要求強加在客戶的身上。
27題，in turn相應的;in sequence按順序，依次;in line成一直線;in order整齊，秩序井然。
31題，后面的as is more usual是插入語，在這里完全可以忽略不計，聯系整個句子的意思。是說員工應該想辦法對付哪怕是最難對付的客戶，而不是找借口去指責客戶。所以應選rather than (而不是)。apart from相當于except for，除了…外(都),other than相當于except，除…以外。
32題，理解了上下文，應該選excuse。與fault相關的短語是find fault with
33題，go without saying固定用法，不言而喻的意思。