国家开放学电理英语2形考务7单元测题库答案
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
—Waiter
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
正确答案：A
2—
—Neither do ILook at our communityit is such a mess
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
正确答案：B
3—
—That’s great
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
正确答案：C
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
正确答案：A
5The more information you can getin your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
正确答案：C
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go a long way in winning over hostile customers
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints1
Astaff members
Bcompany managers
Cthose who accompany them
2When a customer shouts rudely at youyou should 2
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
4When dealing with an angry customerwhich is NOT the right attitude4
ABe concerned
BBe patient
CBe amused
5Which of the following statements is true according to the passage5
AWhen the customers complainyou needn’t listen carefully
BYou needn’t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
完形填空题(500分)
正确答案：(1)A(2)C(3)B(4)C(5)C
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选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
1—CustomerWe have ordered for almost one hourWhy is it so hard to get our dishes ready in your restaurant
—Waiter
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
正确答案：A
2—
—Neither do ILook at our communityit is such a mess
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
正确答案：B
3—
—That’s great
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
正确答案：C
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
正确答案：A
5The more information you can getin your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
正确答案：C
6二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any businessthen you have to learn how to handle angry customersListed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy listening carefullyyou will be able to understand why the customer is complainingso that satisfactory steps can be taken
Show that you careUse every opportunity to express your apology and understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go a long way in winning over hostile customers
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following themIf you follow the above tipsyou are on your way to succeeding in your career
1At whom do angry customers tend to aim their dissatisfaction and complaints1
Astaff members
Bcompany managers
Cthose who accompany them
2When a customer shouts rudely at youyou should 2
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
4When dealing with an angry customerwhich is NOT the right attitude4
ABe concerned
BBe patient
CBe amused
5Which of the following statements is true according to the passage5
AWhen the customers complainyou needn’t listen carefully
BYou needn’t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
完形填空题(500分)
正确答案：(1)A(2)C(3)B(4)C(5)C
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《香当网》用户分享的内容，不代表《香当网》观点或立场，请自行判断内容的真实性和可靠性！
该内容是文档的文本内容，更好的格式请下载文档