1、試卷總分:100 得分:100一、選擇填空：閱讀下面的對(duì)話或句子，從A、B、C三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的最佳選項(xiàng)。Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter: ? ? ? ? ? ? ? ? ? ? ?Im really sorry about that.I dont think its hard.Youll get it next time.答案:A2.Hello, is that service ce

2、nter? 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 t

3、o dinner at the Mexican restaurant tonight答案:C4.We feel ? ?with the inconvenience the service center brought us.?disappointedworriedsurprised答案:A5.They promised ? ?the car for us.repairingrepairedto repaired答案:C6.二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個(gè)選項(xiàng)中選出一個(gè)最佳選項(xiàng)。Angry customers tend to aim their dissatisfact

4、ion 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 if you wish to be successful in any business, then you have to learn how to handle angry customers. Liste

5、d 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 the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution tha

6、t 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 understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care:?Use eve

7、ry 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 will win the customer over. There will be a significant change in their behaviour.Control your anger and be patie

8、nt.?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

9、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 them2. When a customer shouts rudely at you, you should .argue back and protect yourselfkeep quiet and leave the c

10、ustomer 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.You 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 carefully.Y