国家开放大学一网一平台电大《管理英语2》形考任务7单元自测题库及答案.pdfVIP

国家开放大学一网一平台电大《 管理英语2》形考任务7单元自测题库及答案 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。 1. —Customer:We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant? —Waiter: 【正确答案】I* m really sorry about that. 2, — —Neither do I. Look at our community, it is such a mess. 【正确答案】I really don t think our service center is satisfying. 3. ? —That s great! 【正确答案】How about going to dinner at the Mexican restaurant tonight 4. We it very much that you ve come to give us a timely ride.Otherwise we would miss the train. 【正确答案】a reciate 5. The more information you can get, in your field. 【正确答案】the more com etitive you will be 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 expressirg 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 wi11 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 wi11 do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. The