国开电大专科《管理英语2》机考第三大题阅读选择题库

— 国开电大专科 《管理英语2》 机考题库 第三大题 阅读理解这择题 说明：资料整理于2023年2月，适用于2023年2月底3月初期末机考考试。 A o1 Angry customers tend to aim their dissatisfaction and complaints at staffmembers.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 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 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 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 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 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. 21.At whom do angry customers tend to aim their dissatisfaction and complaints? 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 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 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 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]C Co1 Chinese buyers used to prize foreign brands,thinking that products made by American or European companies are of higher quality(质量)than Chinese ones. Increasingly,that's no longer the case. Chinese people born before 1985 generally think that foreign brands are better than Chinese ones, billionaire William Li told Business Insider during a recent interview on CCTV 9.But for who were born after 1985, it is a different picture. “When I first went to the United Kingdom in 1997,I thought that the difference between China and Europe was quite big,”Li said.“But for those born in the 1990s, when they visit Europe or the US,they do not think there is a big difference.” The change in thinking among Chinese buyers is showing up in many markets in China where western companies used to control.A study by Credit Suisse published in March found that young Chinese buyers are increasingly showing a home brand bias.” More than 90% of young Chinese buyers would prefer to buy home appliance brands,according to the study. Meanwhile, home companies producing food,drinks, or personal care products increased their share of the market by 3,3% over the last ten years to nearly 70%. “Chinese buyers, especially the younger ones, don't just believe that foreign brands are better. Right now, Chinese buyers think China is good and 'Made in China'is not bad at all,"Charlie Chen, head of China buyer research at Credit Suisse,told South China Morning Post in March. The Chinese smartphone market is controlled by home companies-Huawei, Oppo, Vivo,and Xiaomi.Apple is the only foreign brand in the top five, but it has lost large ground to the home brands in recent years. Its market share is believed to be down to 37% from a 2015 high of 54%. 21-1. 【单选题】What is this passage mainly about? A. The quality of‘Made in China'. B. The change in Chinese buyers'thinking. C.Chinese products in the eye of foreigner. [答案]B 21-2. 【单选题】Which of the following is true according to the text? A. More and more foreigners go to buy Chinese products. B. Foreign products are more expensive than Chinese ones. C.More and more Chinese buyers prefer Chinese products. [答案]C 21-3. 【单选题】Which fact bes