深圳广播电视大学管理英语2Unit7 形考成绩-单元自测7（10分）答案

1、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。 ? ? Neither do I. Look at our community, it is such a mess.Our service center dont offer much help for us.I?really dont think our service center is satisfying.Im slightly satisfied with our service center.答案:B2.Hello, is that service cente

2、r? The elevator of our apartment doesnt work. ? ? ? ? ? ? ? ? ? ? ?Oh, I?dont know whats wrong with it.Sorry, Ill have it checked out at once.Ok, I?see.答案:B3. ? ?Thats great!?What are you going to eat at the Mexican restaurantWhen are you going to dinner at the Mexican restaurantHow about going to d

3、inner at the Mexican restaurant tonight答案:C4.We ? ?it very much that youve come to give us a timely ride. Otherwise we would miss the train.appreciateexpectpromise答案:A5.The more information you can get,? ? ?in your field.?the more competitive will you beyou will be the more competitivethe more compe

4、titive?you will be?答案:C6.二、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 individua

5、l. 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 th

6、e 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

7、 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 w

8、ill 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 eve

9、ry 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.At whom do angry customers tend to aim their dissatisfaction and complaints?staff memberscompany managersthose who accompany th

10、em2. When a customer shouts rudely at you, you should .argue back and protect yourselfkeep quiet and leave the customer alonekeep calm and listen carefully to the customer3. The underlined sentence “Use your ears more than your mouth” means .Your mouth is not more important for you than your ears.Yo

11、u should listen more than you speak.You should talk more than you listen.4. When dealing with an angry customer, which is NOT the right attitude?Be concerned.Be patient.Be amused.5. Which of the following statements is true according to the passage?When the customers complain, you neednt listen carefu