（通关答卷）河南国开22秋《管理英语2》单元自测7

单元自测7（10分）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,isthatservicecenter?Theelevatorofourapartmentdoesn’twork.—???????????A.Oh,I?don’tknowwhat’swrongwithit.B.Sorry,I’llhaveitcheckedoutatonce.C.Ok,I?see.成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：B2.—Customer:Wehaveorderedforalmostonehour.Whyisitsohardtogetourdishesreadyinyourrestaurant?—Waiter:???????????A.I’mreallysorryaboutthat.B.Idon’tthinkit’shard.C.You’llgetitnexttime.成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：A3.—??????????????????????—That’sgreat!?A.WhatareyougoingtoeatattheMexicanrestaurantB.WhenareyougoingtodinnerattheMexicanrestaurantC.HowaboutgoingtodinnerattheMexicanrestauranttonight成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：C4.TheheatingsystemofourapartmentbrokedownsoI?madea______calltothecommunityservicecenter.?A.discussionB.complaintC.praise成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：B5.Themoreinformationyoucanget,??????????inyourfield.?A.themorecompetitivewillyoubeB.youwillbethemorecompetitiveC.themorecompetitive?youwillbe?成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：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。Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:Neverargueback.?Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.?Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.Showthatyoucare:?Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.?Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips,youareonyourwaytosucceedinginyourcareer.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?1A.staffmembersB.companymanagersC.thosewhoaccompanythem2.Whenacustomershoutsrudelyatyou,youshould2.A.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer3.Theunderlinedsentence“Useyourearsmorethanyourmouth”means3.A.Yourmouthisnotmoreimportantforyouthanyourears.B.Youshouldlistenmorethanyouspeak.C.Youshouldtalkmorethanyoulisten.4.Whendealingwithanangrycustomer,whichisNOTtherightattitude?4A.Beconcerned.B.Bepatient.C.Beamused.5.Whichofthefollowingstatementsistrueaccordingtothepassage?5A.Whenthecustomerscomplain,youneedn’tlistencarefully.B.Youneedn’tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.(1).__1__A.AB.BC.C成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：A(2).__2__A.AB.BC.C成人大学网教学院努力向上自学成才改变人生成人大学网教学院努力向成人大学网教学院努力向上自学成才成人大学网教答案：C(3).__3__A.AB.BC.C成人大学网教学