3938国开电大管理英语2历年期末考试第三题阅读理解选择题题库排序版Word文档格式.docx

3938国开电大管理英语2历年期末考试第三题阅读理解选择题题库排序版Word文档格式.docx

《3938国开电大管理英语2历年期末考试第三题阅读理解选择题题库排序版Word文档格式.docx》由会员分享，可在线阅读，更多相关《3938国开电大管理英语2历年期末考试第三题阅读理解选择题题库排序版Word文档格式.docx（5页珍藏版）》请在冰豆网上搜索。

3938国开电大管理英语2历年期末考试第三题阅读理解选择题题库排序版@#@3938国开电大管理英语2历年期末考试（第三题阅读理解选择题）题库「排序版」@#@　　3938国开电大管理英语2历年期末考试（第三题阅读理解选择题）题库[排序版][试题]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：

@#@[2018年1月试题]　Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.　Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.　Showthatyoucare：

@#@Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.　Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?

@#@A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.[答案]A　acustomershoutsrudelyatyou，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C　underlinedsentence“Useyourearsmorethanyourmouth”meansA.YourmouthisnotmoreimportantforyouthanyourearsB.YoushouldlistenmorethanyouspeakC.Youshouldtalkmorethanyoulisten[答案]B24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?

@#@A.Beconcerned.B.Bepatient.C.Beamused.[答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?

@#@A.Whenthecustomerscomplain，youneedn＇tlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.[答案]C　　[试题]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：

@#@[2020年1月试题]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.　Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.　Showthatyoucare：

@#@Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.　Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.　21.AngrycustomerstendtoaimtheirdissatisfactionandcomplaintsatA.staffmembersB.companymanagersC.thosewhoaccompanythem[答案]A22.Whenacustomershoutsrudelyatyou，youshould　A.arguebackandprotectyourselfB.keepquietandleavethecustomeralone　C.keepcalmandlistencarefullytothecustomer　[答案]C23.TheunderlinedsentenceinParagraph3means　A.yourmouthisnotmoreimportantforyouthanyourears.　B.youshouldlistenmorethanyouspeak.　C.youshouldtalkmorethanyoulisten.　[答案]B24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?

@#@A.Beconcerned.　B.Bepatient.　C.Beamused.　[答案]C25.Whichofthefollowingstatementsistrueac