【题目】

【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.

【试题】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]【翻译】 By the following week,when he's on his own，he feel she has a pretty good idea of what he needs to do，and how to go about it.

• A、直到跟着的那个星期，他一个人的时候，他感到对于自己需要做什么以及如何开始做非常清楚。
• B、到第二个星期，他一个人的时候，他感到对于自己需要做什么以及如何开始做有了一个很好的主意。
• C、到第二个星期，当他独立工作的时候，他感到对于自己需要做什么以及如何开始做非常清楚。

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

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3、[单选题]【翻译】Will you be involved in opening the new office?

• A、你会加人新办公室吗?
• B、 你会参与开设新办公室的工作吗?
• C、你会被卷入到新办公室的工作中吗?

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4、[阅读理解]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

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5、[阅读理解]Ending the report with a strong call to action will offend he readers.

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