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1、管理英语2-Self-test-国开704018-参考资料请认真阅读一下说明然后下载：学校每学期有可能都要更换题库！请仔细核对是不是您需要的题目再下载！本文档的说明：下载完本文档后，请用WORD或WPS打开，然后按CTRL+F在题库中逐一搜索每一道题的答案，预祝您取得好成绩金！由金锄头账号：qq号1072066377电大奥鹏助学团队独家整理！仅在金锄头网上传!第1题 why do you look unhappy. whats the matter? .A. Im satisfied with the good performance of the radio Ive just bought.
2、 B. Im glad to have bought this radio at such a price. C. Im rather disappointed with the poor quality of the radio Ive just bought. 正确答案是：Im rather disappointed with the poor quality of the radio Ive just bought.第2题 customer: we have ordered for almost one hour. why is it so hard to get our dishes
3、ready in your restaurant?waiter: A. Im really sorry about that. B. I dont think its hard. C. Youll get it next time. 正确答案是：Im really sorry about that.第3题 neither do i. look at our community, it is such a mess.A. Our service center dont offer much help for us. B. I really dont think our service cente
4、r is satisfying. C. Im slightly satisfied with our service center. 正确答案是：I really dont think our service center is satisfying.第4题 hello, is that service center? the elevator of our apartment doesnt work. A. Oh, I dont know whats wrong with it. B. Sorry, Ill have it checked out at once. C. Ok, I see.
5、 正确答案是：Sorry, Ill have it checked out at once.第5题 ?thats great! A. What are you going to eat at the Mexican restaurant B. When are you going to dinner at the Mexican restaurant C. How about going to dinner at the Mexican restaurant tonight 正确答案是：How about going to dinner at the Mexican restaurant to
6、night第6题 the heating system of our apartment broke down so i made a _ call to the community service center. A. discussion B. complaint C. praise 正确答案是：complaint第7题 we it very much that youve come to give us a timely ride. otherwise we would miss the train.A. appreciate B. expect C. promise 正确答案是：app
7、reciate第8题 we feel with the inconvenience the service center brought us. A. disappointed B. worried C. surprised 正确答案是：disappointed第9题 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 正确答案是：assure第10题 we are under _ t
8、o finish the task within such limited time.A. line B. pressure C. expectation 正确答案是：pressure第11题 they promised the car for us.A. repairing B. repaired C. to repaired 正确答案是：to repaired第12题 i dont know . i just arrived here two minutes ago.A. whats going on B. how is going on C. who is going on 正确答案是：
9、whats going on第13题 they since last night. they are about to finish the work. A. are cleaning the system B. have been cleaning the system C. had cleaned the system 正确答案是：have been cleaning the system第14题 the more information you can get, in your field. A. the more competitive will you be B. you will
10、be the more competitive C. the more competitive you will be 正确答案是：the more competitive you will be第15题 it is only by agreeing with their view point and that you will resolve the situation and send the customer away happy. A. suggesting a possible solution B. suggest a possible solution C. suggested
11、a possible solution 正确答案是：suggesting a possible solution第16题 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。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 compa
12、ny 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 customers:Never argue back. You must stay calm and ai
13、m 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 mouth. Make sure you listen more than you speak. By liste
14、ning 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 situation
15、. 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
