单选题Which of the following is TRUE according to the passage?AYou should limit your mobile phone calls to personal affairs.BYou should speak quietly into your phone while in a church.CYou are supposed to turn off your mobile phone at a funeral.DYou are supposed to use your mobile phones as much as possible.

单选题
Which of the following is TRUE according to the passage?
A

You should limit your mobile phone calls to personal affairs.

B

You should speak quietly into your phone while in a church.

C

You are supposed to turn off your mobile phone at a funeral.

D

You are supposed to use your mobile phones as much as possible.


参考解析

解析:
作者在第四段中提到“worse more, how would you feel if a mobile phone rang suddenly during a funeral!”,更糟糕的是当你在参加一个才葬礼时突然有电话想你会有什么感觉?暗含着在葬礼这种非常严肃的场合我们都不愿意听到电话响,同时也暗含着我们让手机关机,故C项正确。

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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 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 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, 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 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 complaints at?A. Staff members.B. Company managers.C. Those who accompany 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 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.

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