24春国开电大春湖南广播电视大学管理英语2管理英语2单元自测7（10分）参考答案_1

管理英语2_单元自测7（10分）0

管理英语2_单元自测7（10分）0

试卷总分:100 得分:100

一、选择填空：阅读下面的对话或句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项。

1. —Hello, is that service center? The elevator of our apartment doesn’t work.

— ? ? ? ? ? ? ? ? ? ? ?

A. Sorry, I’ll have it checked out at once.

B. Ok, I?see.

C. Oh, I?don’t know what’s wrong with it.

答案:

2.—Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?

—Waiter: ? ? ? ? ? ? ? ? ? ? ?

A. You’ll get it next time.

B. I’m really sorry about that.

C. I don’t think it’s hard.渝粤题库，我们的目标是要做全覆盖、全正确的答案搜索服务。

答案:

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3.— ????????????????????? ?一网一平台答案

—That’s great!?

A. When are you going to dinner at the Mexican restaurant

B. What are you going to eat at the Mexican restaurant

C. How about going to dinner at the Mexican restaurant tonight

答案:

4.The heating system of our apartment broke down so I?made a ______ call to the community service center.?国开搜题

A. praise

B. discussion

C. complaint

答案:

5.They ???????? ?since last night. They are about to finish the work.?

A. have been cleaning the system一网一平台答案

B. had cleaned the system

C. are cleaning the system

答案:

6.二、阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

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:一网一平台答案

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.

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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.

1. At whom do angry customers tend to aim their dissatisfaction and complaints?

A. staff members

B. company managers

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C. those who accompany them

2. When a customer shouts rudely at you, you should .

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A. argue back and protect yourself

B. keep quiet and leave the customer alone

C. keep calm and listen carefully to the customer

3. 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.国开搜题

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4. When dealing with an angry customer, which is NOT the right attitude?国开形成性考核答案

A. Be concerned.

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B. Be patient.

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C. Be amused.

5. Which of the following statements is true according to the passage?渝粤教育

A. When the customers complain, you needn’t listen carefully.

B. You needn’t say sorry to those angry customers.

C. You should relax yourself and try to understand the angry customers.

(1).

A. C

B. B

C. A

答案:

(2).国开搜题

A. C

B. B

C. A

答案:

(3).

A. C

B. B

C. A

答案:

(4).

A. C

B. B

C. A

答案:渝粤题库，我们的目标是要做全覆盖、全正确的答案搜索服务。

(5).

A. C

B. B

C. A渝粤搜题

答案: