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.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.docx

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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]A22.Whenacustomershoutsrudelyatyou，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.Theunderlinedsentence“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：

[2021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，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.TheunderlinedsentenceinParagraph3meansA.yourmouthisnotmoreimportantforyouthanyourears.B.youshouldlistenmorethanyouspeak.C.youshouldtalkmorethanyoulisten.[答案]B24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?

A.Beconcerned.B.Bepatient.C.Beamused.[答案]C25.Whichofthefollowingstatementsi