【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】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.

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、[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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4、[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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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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