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1、3938国开电大专科管理英语2期末考试第三题阅读理解选择题库考试珍藏版3938国开电大专科管理英语2期末考试第三题阅读理解选择题库 考试珍藏版 说明：更新至2021年7月试题,可以依据试题首字母音序查找试题及答案。 试题Angry customerstend 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
2、 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 personal strategy for dealing with angry customers： Never argue back. You must stay calm
3、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
4、 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 sit
5、uation. 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 along way in winning over hostile customers. T
6、he 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. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? 答案S
7、taff members. 22.When a customer shouts rudely at you， you should 答案keep calm and listen carefully to the customer 23.The underlined sentence“Use your ears more than your mouth”means 答案You should listen more than you speak 24. When dealing with an angry customer， which is NOT the right attitude? 答案B
8、e am used. 25. Which of the following statements is true according to the passage? 答案You should relax yourself and try to understand the angry customers. 试题Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are act
9、ually 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
10、 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 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 m
11、outh. 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 ever
12、ything 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 wil
13、l 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 te
14、nd to aim their dissatisfaction and complaints？ 答案staff members 2. When a customer shouts rudely at you, you should_. 答案keep calm and listen carefully to the customer 3. The underlined sentence Use your ears more than your mouth means_. 答案You should listen more than you speak. 4. When dealing with a
15、n angry customer, which is NOT the right attitude？ 答案Be amused. 5. Which of the following statements is true according to the passage？ 答案You should relax yourself and try to understand the angry customers. 试题If you take the following steps, you can make a satisfactory annual report. And your boss an
16、d other supporters will be impressed. DEFINING YOUR ACCOMPLISHMENTS. What difference did you make？ What has changed in your community or field because of your work over the past year？ Take all of your activities over the last 12 months and divide them into three to five major accomplishments. LESS I
17、S MORE： BE SELECTIVE. If you include everything, the annual report becomes cluttered with information. You should think about what you want to focus on, and then select statistics to represent that and highlight key achievements with photos, or case studies, etc. ADDING VISUALS AND CHARTS： Visuals a
18、nd charts can reduce the need for texts and details. And they will make the report more attractive. Its great if you produce a full-color publication with lots of nice photography. Of course, it will depend on your resources. A STRONG CALL TO ACTION： A strong call to action at the end of your report
19、 will impress the readers deeply. Make it clear what youd like your readers to do once theyve read it. 1. Do you have to gather all the information since you entered the company before writing the annual report？ 答案No. 2. Is it reasonable to include everything of the company in order to make the annu
20、al report informative？ 答案No. 3. What does the underlined phrase Less is more mean？ 答案Using fewer words, making fewer parts, and so on, is simpler, and more efficient than the opposite. 4. Which is NOT TURE for the functions of the visuals and charts？ 答案They can make the report harder to be understoo
21、d. 5. How many steps should you take to make your report impressive？ 答案Four 试题Mary began playing the violin when she was only six. Her father came across a really old instrument at his aunts house, and he brought it back home with him. Mary loved it and immediately tried to play it. After a few mont
22、hs she began to have lessons. She got on very well with the violin. When she was about eleven, she really needed a better violin. One day she took part in a concert, and a man went up to her parents and talked to them about her. He said that she had real talent and pointed out that she needed a bett
23、er violin. When he found out that they couldnt afford one, he offered to buy one for her. Later, when she was about 16, she set up her own group. She named it after the man who gave her the violin-she called it the Erio Sound. 1. Marys father _. 答案got the violin from his aunt 2. Mary began to need a
24、 better violin when she was about_. 答案11 3. The man at the concert told Marys parents that_. 答案she had real talent 4. Mary_. when she was 16. 答案set up her own group 5. Eric Sound was the name of_. 答案Marys music group 试题PPHC and Gooseneck are two organizations that do similar community work. Each has
25、 hired a new staff member to make contact with and provide services to new parents. Elaine has accepted a job with PP HC. She has a degree in psychology but has never donethis type of work before. On her first day， after showing her to her desk and introducing her to colleagues，the director gives he
26、r a town map and a list of the names of 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 firs
27、t day， he learns that his job will consist 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
28、the following week， when hes on his own， 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
29、 work youre going to do? 21. What are PP HC and Goose neck? 答案They are two organizations that do similar community work. 22. Which degree does Elaine have? 答案Psychology degree. 23. Which of the following statements is TRUE according to the passage? 答案Mark has a clear idea of his job after the traini
30、ng. 24. How is Mark trained to be prepared for his work? 答案Mark spends two days on family visits with experienced staff members and discuss with them. 25. What is the main idea of the passage? 答案Elaine sand Marks work experience. 试题PPHC and Goose neck are two organizations that do similar community
31、work.Each has hired a new staff member to make contact with and provide services to new parents. 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 intro dueing her to colleagues， the d
32、irector gives her a town map and a list of the names of 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 n
33、eck. On his first day， he learns that his job will consist 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
34、 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 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 pr
35、epare for the work youre going to do? 21. What are PPHC and Goose neck? 答案They are two organizations that do similar community work. 22. Which degree does Elaine have? 答案Psychology degree. 23. Which of the following statements is TRUE according to the passage? 答案Mark has a clear idea of his job afte
36、r the training. 24. How is Mark trained to be prepared for his work? 答案Both A and B. 25. What is the main idea of the passage? 答案The importance of training. 试题PPHC and Gooseneck are two organizations that do similar community work. Each has hired a new staff member to make contact with and provide s
37、ervices to new parents. Elainehas accepted a job with PPHC. 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 tocolleagues, the director gives her a town map and a list of the names of the families she will
38、 be responsible for, and wishes her luck. After lunch, Elaine sets out to contact the families, worried about what shell do or 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 thathis job will consist of training for the
39、 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, he feels he has a pre
40、tty 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 trainingor being trained to preparefor the work youre going to do？ 1. What are PPHC and Gooseneck？ 答案They
41、are two organizations that do similar community work. 2. Which degree does Elaine have？ 答案Psychology degree. 3. Which of the following statements is TRUE according to the passage？ 答案Mark has a clear idea of his job after the training. 4. How is Mark trained to be prepared for his work？ 答案Both A and
42、B. 5. What is the main idea of the passage？ 答案The importance of training. 试题Questionnaires can be a simple way to get to know your audiences opinions. Though it is easy to write a questionnaire, you need a lot of skill and experience to write a good one. Luckily, good design skills can be learned in
43、 a short time. KEEP YOUR QUESTIONNAIRE SIMPLE AND VISUALLY ATTRACTIVE Keep your questionnaire short and simple. A short and simple questionnaire is more likely to be completed and returned. It is also important to make your questionnaire as attractive as possible. You should keep the following desig
44、n elements in mind： TEXT： Choose a font style that is easy to read, and make sure the font size is large enough for your respondents to read. PARAGRAPHS： Long paragraphs can be daunting for readers, so try to keep your blocks of text to a handful of lines. WHITE SPACE： Ensure that there is space bet
45、ween questions and sections and dont make margins too small. KEEP QUESTIONS BRIEF AND EASY TO UNDERSTAND brief and direct with your questions. Do not use any unnecessary words and phrases. Brief questions that use simple language are easy to read and understand, so the participants wont find it diff
46、icult to fill in the questionnaire. MAKE SURE QUESTIONS ARE IN THE RIGHT ORDER You should start your questionnaire with general questions and then move to specific ones. Try to avoid jumping back and forth between general and specific questions. USE OPEN-ENDED QUESTIONS PROPERLY Open-ended questions
47、 mean respondents can answer freely using their own words. They can provide more detailed information, but they take more time and effort to answer and can be more difficult to analyze. You should not use too many open-ended questions in one questionnaire. In a word, taking the time to develop a wel
48、l-designed and participant-friendly questionnaire will give you useful data that can help you make the right decisions. 1. The questionnaire contains following elements except？ 答案Address 2. In order to keep your questionnaire visually attractive, you should_. 答案Leave enough space between questions and sections. 3. You should start your questionnaire with _ questions and then move to _ ones. 答案general, specific 4. What could be the best title for this passage？ 答案Designing an Effective Questionnaire. 5. Which of the following statements is NO