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1、3938國(guó)開(kāi)電大專科管理英語(yǔ)2歷年期末考試(第三題閱讀理解選擇題)題庫(kù)排序版 試題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 s

2、uccessful 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：2018年1月試題 Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult

3、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 th

4、e 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 custom

5、er 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 l

6、ife 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. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff members. B. Company managers. C. Those who accompany

7、them. 答案A 22.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 答案C 23.The underlined sentence“Use your ears more than your mouth”means A. Your mouth is not more important fo

8、r you than your ears B. You should listen more than you speak C. You should talk more than you listen 答案B 24. When dealing with an angry customer， which is NOT the right attitude? A. Be concerned. B. Be patient. C. Be am used. 答案C 25. Which of the following statements is true according to the passag

9、e? A. When the customers complain， you neednt listen care fully. B. You neednt say sorry to those angry customers. C. You should relax yourself and try to understand the angry customers. 答案C 試題Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you，

10、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 pers

11、onal strategy for dealing with angry customers：2020年1月試題 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 custome

12、r 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 understand

13、ing. 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 patienc

14、e 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 you

15、r career. 21. Angry customers tend to aim their dissatisfaction and complaints at A. staff members B. company managers C. those who accompany them 答案A 22. 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 l

16、isten carefully to the customer 答案C 23. The underlined sentence in Paragraph 3 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. 答案B 24. When dealing with an angry customer， which is NOT the right atti

17、tude? A. Be concerned. B. Be patient. C. Beam used. 答案C 25. Which of the following statements is true according to the passage? A. When the customers complain， you neednt listen carefully. B. You neednt say sorry to those angry customers. C. You should relax yourself and try to understand the angry

18、customers. 答案C 試題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 busines

19、s， 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：2020年7月試題 Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only b

20、y 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 complainin

21、g， 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

22、 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 successf

23、ully tackle hostile circumstances by following them. If you follow the above tips， you are on your way to succeeding in your career. 21.At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff members. B. Company managers. C. Those who accompany them. 答案A 22.When a custo

24、mer 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 答案C 23.The underlined sentence“Use your ears more than your mouth”means_. A. Your mouth is not more important for you than your ears

25、B. You should listen more than you speak C. You should talk more than you listen 答案B 24.When dealing with an angry customer， which is NOT the right attitude? A. Be concerned. B. Be patient. C. Beam used 答案C 25. Which of the following statements is true according to the passage? A. When the customers

26、 complain， you neednt listen carefully. B. You neednt say sorry to those angry customers. C. You should relax yourself and try to understand the angry customers. 答案C 試題PPHC and Goose neck are two organizations that do similar community work. Each has hired a new staff member to make contact with and

27、 provide services to new parents. 2019年1月試題 Elaine has accepted a job with PP HC. She has a degree in psychology but has never done this type of work before. On her first day， after showing her to her desk and introducing her to colleagues，the director gives her a town map and a list of the names of

28、 the families she will be responsible for， and wishes her luck. After lunch， Elaine sets out to contact the families， worried about what shell door say when she meets them. Mark has a degree similar to Elaines， and has just been hired by Goose neck. On his first day， he learns that his job will cons

29、ist of training for the next week. Mark spends two days going on family visits with experienced staff members， and discusses with them what they did and why. He role-plays some situations with other staff members， and gets some direct instruction from them. By the following week， when hes on his own

30、， he feel she has a pretty good idea of what he needs to do， and how to go about it. And he knows that his training will continue. Which situation would you rather be in， being thrown into the thick of things with no training or being trained to prepare for the work youre going to do? 21. What are P

31、P HC and Goose neck? A. They are two companies that do similar business. B. They are two organizations that do different community work. C. They are two organizations that do similar community work. 答案C 22. Which degree does Elaine have? A. Psychology degree. B. Physiology degree. C. Sociology degre

32、e. 答案A 23. Which of the following statements is TRUE according to the passage? A. Elaine has done this type of community work so her organization doesnt provide staff training. B. Mark has a clear idea of his job after the training. C. Mark knows his training comes to an end. 答案B 24. How is Mark tra

33、ined to be prepared for his work? A. Mark spends two days on family visits with experienced staff members and discuss with them. B. Mark role-plays some situations with other staff members and gets some direct instruction from them. C. Both A and B. 答案A 25. What is the main idea of the passage? A. T

34、he importance of training. B. Different training ways. C. Elaine sand Marks work experience. 答案C 試題PPHC and Gooseneck are two organizations that do similar community work. Each has hired a new staff member to make contact with and provide services to new parents. 2020年9月試題 Elaine has accepted a job

35、with PP HC. She has a degree in psychology but has never done this type of work before. On her first day， after showing her to her desk and intro due ing her to colleagues， the director gives her a town map and a list of the names of the families she will be responsible for， and wishes her luck. Aft

36、er lunch， Elaine sets out to contact the families， worried about what shell door say when she meets them. Mark has a degree similar to Elaines， and has just been hired by Gooseneck. On his first day， he learns that his job will consist of training for the next week. Mark spends two days going on fam

37、ily visits with experienced staff members， and discusses with them what they did and why. He role-plays some situations with other staff members， and gets some direct instruction from them. By the following week， when hes on his own， he feel she has a pretty good idea of what he needs to do， and how

38、 to go about it. And he knows that his training will continue. Which situation would you rather be in， being thrown into the thick of things with no training or being trained to prepare for the work youre going to do? 21. What are PPHC and Gooseneck? A. They are two companies that do similar busines

39、s. B. They are two organizations that do different community work. C. They are two organizations that do similar community work. 答案C 22. Which degree does Elaine have? A. Psychology degree. B. Physiology degree. C. Sociology degree. 答案A 23. Which of the following statements is TRUE according to the

40、passage? A. Elaine has done this type of community work so her organization doesnt provide staff training. B. Mark has a clear idea of his job after the training. C. Mark knows his training comes to an end. 答案B 24. How is Mark trained to be prepared for his work? A. Mark spends two days on family vi

41、sits with experienced staff members and discuss with them. B. Mark role-plays some situations with other staff members and gets some direct instruction from them. C. Both A and B. 答案C 25. What is the main idea of the passage? A. The importance of training. B. Different training ways. C. Elaines and

42、Marks work experience 答案A 試題Stress around interviews is often influenced by our assumptions we make to ourselves about the process. Countering anxiety-provoking thoughts can help to lower levels of anxiety. “I just messed up that answer， and theres no hope.”O(jiān)ne poor answer normally does not knock a

43、candidate out of consideration. An interview is like a test， getting an85or 90 might be good enough to get the job. 2019年7月試題 Visualizing success can improve performance and help ease anxiety. Always try imagining positive interactions with your interviewer， particularly in the hours just before you

44、r interview. To some extent， relaxation techniques， such as progressive muscle relaxation or breathing exercises， can manage anxiety. If your anxiety around interview is excessive， you might consider seeing a doctor to develop effective countermeasures. 21._often influences the stress around intervi

45、ews according to the passage. A. Interview process B. Anxiety-provoking thoughts C. Interviewers assumptions 答案B 22. Does one poor answer in an interview influence a candidate to _get a job? A. Yes. B. No. C. Not given. 答案B 23. Imagining success help a candidate to levels of anxiety? A. lower B. rai

46、se C. equal 答案A 24. How can we reduce our stress around interviews? A. Breathe deeply. B. Meet friends. C. Have a big meal. 答案A 25. When should we go to see a doctor according the author? A. When we lose confidence in an interview. B. When we find effective measures against anxiety round interview.

47、C. When we have too much stress around interview. 答案C 試題Successful and memorable events dont just happen， Organizing and holding an event takes planning. Whether its an anniversary， a sporting event or a retirement party， and no matter how much time you have， your events success is in the details. 2

48、018年7月試題 There are some suggestions for you to hold a successful event. Decide upon your target audience. The first thing is you should know who your target audience is. From this all the other decisions will fall into place in terms of format， content， prices， location etc. Make a list of details.

49、When you hold an event， you need to consider everything， from program content， lighting， food serving， transportation to parking and safety. Making a list will ensure you dont overlook things. Have a clear purpose. When you plan an event， you should clearly define its purpose，because the following d

50、ecision should support it. Do not clash. Check the calendar. Dont clash with holidays or popular vacation times. Know your limitations. You should be aware of your weakness such as budget or time. If you decide to hold an event in a weeks time， plan for a more familiar affair. If its a big event， pr

51、epare several months ahead. If the budget is small，you may have to a lot of do-it-yourself work. 21. Which of the following statement is NOT true according to the passage? A. To know your target audience first helps you plan your event better. B. To check the calendar carefully will avoid time confl

52、ict. C. Know the limitation means you should know the audiences limitation. 答案C 22. Which is not the factor of holding a successful event?. A. A clear purpose. B. A list of details. C. A invitation. 答案C 23.According to the passage， what is the key factor to make your event successful? A. Leadership.

53、 B. Details. C. Plenty of planning time. 答案B 24. What is the main idea of this passage? A. Detailsthe key to the success of an event. B. Successful and memorable events dont just happen. C. How to plan successful events. 答案C 25. What is the purpose of making list of details? A. Make sure not overloo

54、k things. B. To follow decisions. C. To have a clear purpose. 答案A 試題The houses we live in are very important.They keep us from being cold in the winter and hot in the summer.In the winter they keep out the snow.They also keep out the wind.Even if it is blowing outside， we are nice and warm inside.In

55、 the summerhouses keep the hot sun from us.When it rains，they keep us from getting wet. Houses are also places where we can feel safe.People cant get at us or our things.Houses give us a place to be together with our families and friends.Mothers and fathers care for their children there.The children

56、 play there.The family eat and sleep under the same roof， Houses are different in many ways.They are made of different things.Some houses are made of wood.Some are made of stone.Sometimes more than one thing is used to make a house. Houses come in different sizes.Some houses have only one room， Some

57、 houses have more than one room.Big apartment houses found in cities have a great many rooms.They hold many families.The rooms in which each family lives are called an apartment. Houses are different in the ways they are built.Houses in hot countries can be lightly built.In places i trains much of t

58、he time， houses must keep out the water. 21.Which of the following is NOT mentioned in the passage? A.People feel safe in house. B.Families and friends live in the same house. C.Children often play in house. 答案B 22.According to the passage， the house can keep out A.the wind B.the snow C.the wind and

59、 the snow 答案C 23.Houses are in sizes and many ways A.beautiful B.the same C.different 答案C 24.Which of the following is probably NOT the thing used to build houses? A.steel B.cotton C.stone 答案B 25.From the passage we can infer that people A.in hot places like to live the lightly-built houses to get heat B.in the cold places like to live in the strong houses to keep safe C.in some places where i trains much of the time like to live in house which can keep 答案A