[阅读理解]

【题干】【阅读理解】阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。
Passage 1
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business,then you have to learn how to handle angry customers. Listed below area few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully，you will be able to understand why the customer is complaining，so that satisfactory steps can be taken.
Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go along 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 them. If you follow the above tips，you are on your way to succeeding in your career.

【题目】When a customer shouts rudely at you，you should
A. argue back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer

1、[单选题]______you prepare cross training plans，you need to consider both the pany benefits and the employee benefits.

• A、Although
• B、 Even if
• C、As

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2、[单选题]【翻译】When you start a job,you must stick to it.

• A、一旦你开始了一件工作，你就得持之以恒。
• B、一旦你开始了一件工作，他就得紧跟着它。
• C、当你开始一件工作的时候，他就得认真做。

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3、[单选题]I' m writing to______a position as a puter engineer in your pany.

• A、thank for
• B、 wait for
• C、 apply for

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4、[阅读理解]Which of the following statements is true according to the passage? A.When the customers plain，you needn ' t listen carefully.
B.You needn ' t say sorry to those angry cus tomers.
C.You should rela_ yourself and try to understand the angry cus tomers.

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5、[阅读理解]The contents of the report should be selective.

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