3938国开电大专科《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国开电大专科《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国开电大专科《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国开电大专科《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：

[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，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.Whichofthefollowingstatementsistrueaccordingtothepassage?

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

[2020年7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，youshould_______.A.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means_______.A.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]PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.[2019年1月试题]ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday，aftershowinghertoherdeskandintroducinghertocolleagues，thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor，andwishesherluck.Afterlunch，Elainesetsouttocontactthefamilies，worriedaboutwhatshe＇lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine＇s，andhasjustbeenhiredbyGooseneck.Onhisfirstday，helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers，anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers，andgetssomedirectinstructionfromthem.Bythefollowingweek，whenhe＇sonhisown，hefeelshehasaprettygoodideaofwhatheneedstodo，andhowtogoaboutit.And＇heknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein，beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou＇regoingtodo?

21.WhatarePPHCandGooseneck?

A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.[答案]C22.WhichdegreedoesElainehave?

A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.[答案]A23.WhichofthefollowingstatementsisTRUEaccordingtothepassage?

A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn＇tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.C.Markknowshistrainingcomestoanend.[答案]B24.HowisMarktrainedtobepreparedforhiswork?

A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.[答案]A25.Whatisthemaini