《「最新」3938国开电大专科《管理英语2》历年期末考试（第三题阅读理解选择题）题库「排序版」.docx》由会员分享，可在线阅读，更多相关《「最新」3938国开电大专科《管理英语2》历年期末考试（第三题阅读理解选择题）题库「排序版」.docx（17页珍藏版）》请在taowenge.com淘文阁网|工程机械CAD图纸|机械工程制图|CAD装配图下载|SolidWorks_CaTia_CAD_UG_PROE_设计图分享下载上搜索。
1、最新3938国开电大专科管理英语2历年期末考试（第三题阅读理解选择题）题库排序版最新3938国开电大专科管理英语2历年期末考试(第三题阅读理解选择题)题库排序版 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 actually expressing their dissatisfaction about the company and not about you
2、 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：2018年1月试题 Never argue back. You must stay calm and aim to satisf
3、y 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 listening carefu
4、lly， 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 exhi
5、bition 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. The above guidelin
6、es 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? A. Staff members. B.
7、 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 listen carefully to the customer 答案C 23.The underlined sentence“Use your ears more than your mouth”me
8、ans 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 attitude? A. Be concerned. B. Be patient. C. Be am used. 答案C 25. Which of the following
9、statements is true according to the passage? 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 试题Angry customers tend to aim their dissatisfaction and complaints
10、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 area few gu
11、idelines to help you develop your own personal strategy for dealing with angry customers：2020年1月试题 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
12、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 complaining， so that satisfactory steps can be taken. Show that you care：Use every opportun
13、ity 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
14、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 successfully tackle hostile circumstances by following them. If you follow the above tips
15、， you are on your way to succeeding in your 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 l
16、eave the customer alone C. keep calm and listen 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 a
17、ngry 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 complain， you neednt listen carefully. B. You neednt say sorry to those angry customers. C. You should relax
18、 yourself and try to understand the angry customers. 答案C 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 actually expressing their dissatisfaction about the company and not about you as an individual. But i
19、f 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：2020年7月试题 Never argue back. You must stay calm and aim to satisfy the customer even in t
20、he 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 listening carefully， you will be able to
21、 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
22、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 along way in winning over hostile customers. The above guidelines are very useful in ev
23、ery 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? A. Staff members. B. Company managers. C. Tho
24、se 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 listen carefully to the customer 答案C 23.The underlined sentence“Use your ears more than your mouth”means_. A. Your mouth is
25、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 attitude? A. Be concerned. B. Be patient. C. Beam used 答案C 25. Which of the following statements is true accor
26、ding 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 customers. 答案C 试题PPHC and Goose neck are two organizations that do similar community work. Each has hired a
27、 new staff member to make contact with and provide services to new parents. 2019年1月试题 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
28、 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 neck. On his f
29、irst 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.
30、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 prepare for
31、the work youre going to do? 21. What are PP 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
32、. B. Physiology degree. C. Sociology degree. 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 trainin
33、g 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 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.
34、What is the main idea of the passage? A. The importance of training. B. Different training ways. C. Elaine sand Marks work experience. 答案C 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 services to new par
35、ents. 2020年9月试题 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 due ing her to colleagues， the director gives her a town map and a list of the names of the families she will be
36、 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 Gooseneck. On his first day， he learns that his job will consist of training for the ne
37、xt 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 feel she has a pretty
38、 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 PPHC and Gooseneck? A. They
39、 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 degree. 答案A 23. Which of the foll
40、owing 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 trained to be prepared for his
41、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C 25. What is the main idea of the passage? A. The importance of training. B
42、. Different training ways. C. Elaines and Marks work experience 答案A 试题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.”
43、One poor answer normally does not knock a candidate out of consideration. An interview is like a test， getting an85or 90 might be good enough to get the job. 2019年7月试题 Visualizing success can improve performance and help ease anxiety. Always try imagining positive interactions with your interviewer，
44、 particularly in the hours just before your 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._
45、often influences the stress around interviews 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 candi
46、date to levels of anxiety? A. lower B. raise 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
47、measures against anxiety round interview. C. When we have too much stress around interview. 答案C 试题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
48、， your events success is in the details. 2018年7月试题 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， pric
49、es， location etc. Make a list of details. 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 decision should support it. Do not clash. Check t