国家开放学网台电理英语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
正确答案I’m really sorry about that
2—
—Neither do ILook at our communityit is such a mess
正确答案I really don’t think our service center is satisfying
3—
—That’s great
正确答案How about going to dinner at the Mexican restaurant tonight
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
正确答案appreciate
5The more information you can getin your field
正确答案the more competitive you will be
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
正确答案staff members
2When a customer shouts rudely at youyou should 2
正确答案keep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
正确答案ou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude4
正确答案Be amused
5Which of the following statements is true according to the passage5
正确答案You should relax yourself and try to understand the angry customers
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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
正确答案I’m really sorry about that
2—
—Neither do ILook at our communityit is such a mess
正确答案I really don’t think our service center is satisfying
3—
—That’s great
正确答案How about going to dinner at the Mexican restaurant tonight
4We it very much that you’ve come to give us a timely rideOtherwise we would miss the train
正确答案appreciate
5The more information you can getin your field
正确答案the more competitive you will be
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
正确答案staff members
2When a customer shouts rudely at youyou should 2
正确答案keep calm and listen carefully to the customer
3The underlined sentenceUse your ears more than your mouthmeans 3
正确答案ou should listen more than you speak
4When dealing with an angry customerwhich is NOT the right attitude4
正确答案Be amused
5Which of the following statements is true according to the passage5
正确答案You should relax yourself and try to understand the angry customers
文档香网(httpswwwxiangdangnet)户传
《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