【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 plaints at staff members. If this happens to you, you should remember that they are actually e_ pressing their dissatisfaction about the pany 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 plaining, so that satisfactory steps can be taken.
Show that you care: Use every opportunity to e_ press your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This e_ hibition 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 rela_ 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 dealing with an angry customer，which is NOT the right attitude?
A.Be concerned.
B.Be patient.
C.Beam used

1、[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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2、[阅读理解]When dealing with an angry customer，which is NOT the right attitude?
A.Be concerned.
B.Be patient.
C.Beam used

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3、[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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4、[阅读理解]Before writing the report， you should gather all the work you have done over the past year.

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5、[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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