【正文】 ou listen more than you speak. By listening carefully, you will be able to understand why the customer is plaining, 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 behavior.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 helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.21. Whom do angry customers tend to aim their dissatisfaction and plaints at?A. Staff members.B. Company managers.C. Those who acpany them.22. When a customer shouts rudely at you, you should .A. arg1e back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer23. 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.24. When dealing with an angry customer, which is NOT the right attitude?A. Be concerned.B. Be patient.C. Be amused.25. Which of the following statements is true according to the passage?A. When the customers plain, 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.2630 題：請根據(jù)短文內(nèi)窯判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案寫在題前括號內(nèi)。作業(yè)3一、交際用語 （ 共計 10 分，每小題 2 分）15 題：選擇正確的語句完成下列對話，并將答案序號寫在題前括號內(nèi)。 C. 要準(zhǔn)確表達你的本意，就必須不斷定義關(guān)鍵詞。 B. 你會在意志范圍內(nèi)盡一切努力解決問題。32. On the last day of the old year, there is a family dinner.A. 在老年人生命中的最后一段日子里，通常有一頓家庭餐。Financial StatementsThe financial statements are very important for an annual report. People can know the pany’s performance in the past from the statements. It usually three aspects. The first one is the profit and loss statement. The second one is the balance sheet. And the third one is the cash flow statement.( T ) 26. An annual report of a pany provides some information about its business performance for certain people.( F ) 27. People can know everything of the pany from the annual report.( T ) 28. An annual report usually includes chairman’s letter, financial statements and operation analysis.( F ) 29. A chairman’s letter should include the strategic direction moving forward.( T ) 30. This passage is mainly about the main parts of an annual report.四、翻譯（ 共計 20 分，每小題 4 分）3135 題：選擇正確的譯文，并將答案序號寫在題前括號內(nèi)。Passage 1Questionnaires can be a simple way to get to know your audience’s opinions. Though it is easy to write a questionnaire, you need a lot of skill and experience to write a good one. Luckily, good design skills can be learned in a short time.Keep Your Questionnaire Simple and Visually AttractiveKeep your questionnaire short and simple. A short and simple questionnaire is more likely to be pleted and returned. It is also important to make your questionnaire as attractive as possible. You should keep the following design elements in mind:Text: Choose a font style that is easy to read, and make sure the font size is large enough for your respondents to read.Paragraphs: Long paragraphs can be daunting for readers, so try to keep your blocks of text to a handful of lines.White space: Ensure that there is space between questions and sections and don’t make margins too small.Keep Questions Brief and Easy to UnderstandBe brief and direct with your questions. Do not use any unnecessary words and phrases. Brief questions that use simple language are easy to read and understand, so the participants won’t find it difficult to fill in the questionnaire.Make Sure Questions Are In the Right OrderYou should start your questionnaire with general questions and then move to specific ones. Try to avoid jumping back and forth between general and specific questions.Use OpenEnded Questions ProperlyOpenended questions mean respondents can answer freely using their own words. They can provide more detailed information, but they take more time and effort to answer and can be more difficult to analyze. You should not use too many openended questions in one questionnaire.In a word, taking the time to develop a welldesigned and participant “friendly questionnaire will give you useful data that can help you make the right decisions.21. The questionnaire contains following elements except ？A. testB. paragra