【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 are a 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 view point 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 a long 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】Angry customers tend to aim their dissatisfaction and complaints at______.
A.staff members
B.company managers
C. those who accompany them

1、[阅读理解]The underlined sentence “Use your ears more than your mouth ”means_____.
A.Your mouth is not more important for you than your ears
B.You should listen more than you speak
C.You should talk more than you listen

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2、[单选题]【翻译】The more familiar interviewing feels to you，the less an_ iety you will feel with the process.

• A、你对面试越熟悉，在面试过程中你的焦虑就会越少。
• B、面试中熟人多，面试过程中你焦虑也会少。
• C、你熟悉面试多一点，面试中的麻烦就会少一点。

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3、[阅读理解]The application of visuals and charts can make the report more boring.

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4、[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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5、[单选题]【翻译】Having patience with your customers and with yourself will go along way in winning over hostile customers.

• A、对顾客和对自己有耐心将走很长的路才能赢得生气的顾客对你工作的支持。
• B、对顾客和对自己有耐心将在贏得生气的顾客对你工作的支持方面大有帮助。
• C、对顾客和对自己有耐心将会很难贏得生气的顾客对你工作的支持。

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