國(guó)開04018-管理英語2-任務(wù)7-輔導(dǎo)資料-資料下載頁(yè)
2025-04-15 01:36本頁(yè)面
【正文】 our 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 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 above tips, you are on your way to succeeding in your career. 1. At whom do angry customers tend to aim their dissatisfaction and plaints? {A B C} A. staff members B. pany managers C. those who acpany them 2. When a customer shouts rudely at you, you should {A B C}. A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer 3. The underlined sentence Use your ears more than your mouth means {A B C}. 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. 4. When dealing with an angry customer, which is NOT the right attitude?{A B C} A. Be concerned. B. Be patient. C. Be amused. 5. Which of the following statements is true according to the passage?{A B C} A. When the customers plain, you neednamp。rsquo t listen carefully. B. You neednamp。rsquo t say sorry to those angry customers. C. You should relax yourself and try to understand the angry customers.參考答案：子問題 1：A 子問題 2：C 子問題 3：B 子問題 4：C 子問題 5：C 題目18：Our workers have been checking the heating system since you called us. I you it will perform well soon.: argue affect assure 參考答案：assure 題目19：They since last night. They are about to finish the work.: are cleaning the system have been cleaning the system had cleaned the system 參考答案：have been cleaning the system 18 / 18
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