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

C. those who accompany them

2. 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

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.

4. When dealing with an angry customer, which is NOT the right attitude?

A. Be concerned.

B. Be patient.

C. Be amused.

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

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. 【答案】：A；C；B；C；C

121.—Why do you look unhappy. What’s the matter?

— .

A. I’m satisfied with the good performance of the radio I’ve just bought.

B. I’m glad to have bought this radio at such a price.

C. I’m rather disappointed with the poor quality of the radio I’ve just bought.

【答案】：I’m rather disappointed with the poor quality of the radio I’ve just bought.

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

—

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

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

C. Ok, I see.

【答案】：Sorry, I’ll have it checked out at once.

123.Our workers have been checking the heating system since you called us. I you it will perform well soon. A. argue

B. affect

C. assure

【答案】：assure

124.We it very much that you’ve come to give us a timely ride. Otherwise we would

miss the train. A. appreciate

B. expect

C. promise

【答案】：appreciate

125.They promised the car for us. A. repairing

B. repaired

C. to repaired

【答案】：to repaired 126.

二、阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。

Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.

1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.

2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.

3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.

4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.

5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for

improving customer care.

You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.

1. Hotel customers and hotel staff think the same about breakfast.

2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.

3. It’s not necessary to know about the customers’ needs and preferences.

4. Questionnaires are useful in getting feedback from customers.

5. Front-line staff have nothing to do with improving customer service. 【答案】：F；T；F；T；F

127.When stating problems, we can make a _____ with those from last year. A. comparing

B. compare

C. comparison 【答案】：comparison

128.—Would you mind answering some questions about your annual report?

— ________.

A. Yes, with great pleasure

B. No, I’m afraid I can’t make it

C. No, as long as it doesn’t take long

【答案】：No, as long as it doesn’t take long

129.We are under ______ to finish the task within such limited time. A. line