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1、国家开放大学电大一网一平台管理英语2一体化考试机考形考任务7及8题库答案形考任务7题库一、选择填空：阅读下面的对话或句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项。试题 1 Neither do I. Look at our community, it is such a mess.选择一项：A.Our service center dont offer much help for us.B.I really dont think our service center is satisfying.C.Im slightly satisfied with our service ce
2、nter.试题 2Hello, is that service center? The elevator of our apartment doesnt work. 选择一项：A.Oh, I dont know whats wrong with it.B.Sorry, Ill have it checked out at once.C.Ok, I see.试题 3Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter: 选
3、择一项：A.Im really sorry about that.B.I dont think its hard.C.Youll get it next time.试题 4We are under _ to finish the task within such limited time.选择一项：A.lineB.pressureC.expectation试题 5The more information you can get, in your field. 选择一项：A.the more competitive will you beB.you will be the more compet
4、itiveC.the more competitive you will be 试题 6二、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 company and not about
5、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 aim to satisfy the
6、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 listening carefully, y
7、ou 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 exhibition
8、 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
9、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 membersB. company
10、 managersC. those who accompany them2. When a customer shouts rudely at you, you should ( ).A. argue back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer3. The underlined sentence “Use your ears more than your mouth” means ( ).A. Your m
11、outh 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 accord
12、ing 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.一、选择填空：阅读下面的对话或句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项。试题 1Why do you look unhappy. Whats the matter? .选择一项：
13、A.Im satisfied with the good performance of the radio Ive just bought.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.试题 2 ?Thats great! 选择一项：A.What are you going to eat at the Mexican restaurantB.When are you going to d
14、inner at the Mexican restaurantC.How about going to dinner at the Mexican restaurant tonight试题 3Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?Waiter: 选择一项：A.Im really sorry about that.B.I dont think its hard.C.Youll get it next time.试题 4O
15、ur workers have been checking the heating system since you called us. I you it will perform well soon.选择一项：A.argueB.affectC.assure试题 5They since last night. They are about to finish the work. 选择一项：A.are cleaning the systemB.have been cleaning the systemC.had cleaned the system试题 6二、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
