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

　　我个人认为，完形填空这种题型属于BEC阅读里相对不容易把握的。其他几个部分多参照原文就能找到答案，而完形填空的答案有的时候靠分析是得不出结果的，因为会考到一些固定用法，而且是商务英语里的固定用法。固定用法一时半会是无法积累的。要想做好BEC里的完形填空，一是要掌握一定的解题技巧(比如排除法和猜题)，二是要培养商务英语的感觉。感觉的培养也有两种途径，一个是多读原版商业英语文章，另一个就是把历年BEC真题里的完形填空原文填上空缺的单词反复朗读。

　　这篇名为《电子商务成功秘诀》的文章主要分析了从事电子商务必须考虑的几个factor。重点考虑的是如何服务客户，不是在线的，而是电话。

　　19题首先考的就是一个固定的商务英语用法。Point of contact,接触点。商业词典的解释：Person or a department serving as the coordinator or focal point of an activity or program.英文WIKI的解释：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题，on one's own terms,根据某人自己的主张。联系此句上下文，是说电子商务的客户不好伺候，得按照他们的意思来提供他们想要的。所以后面的28题应该选择rigid，僵硬的。意思是不能把一些僵硬的要求强加在客户的身上。

　　27题，in turn相应的;in sequence按顺序，依次;in line成一直线;in order整齐，秩序井然。

　　31题，后面的as is more usual是插入语，在这里完全可以忽略不计，联系整个句子的意思。是说员工应该想办法对付哪怕是最难对付的客户，而不是找借口去指责客户。所以应选rather than s(而不是)。apart from相当于except for，除了…外(都),other than相当于except，除…以外。

　　32题，理解了上下文，应该选excuse。与fault相关的短语是find fault with

　　33题，go without saying固定用法，不言而喻的意思。

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