国家开放大学专科《管理英语2》一平台机考第三大题阅读选择题库[珍藏版].docx

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国家开放大学专科《管理英语2》一平台机考题库第三大题阅读理解选择题题库

说明：2024年8月23日整理，适用于国家开放大学专科学员一平台期末机考考试。

本大题共包含5小题，每小题4分，共计20分。阅读短文，从A、B、C三个选项中选择一个正确答案。

★Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou,youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness,thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers:

Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.

Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully,youwillbeabletounderstandwhythecustomeriscomplaining,sothatsatisfactorystepscanbetaken.

Showthatyoucare:Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.

Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.

Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips,youareonyourwaytosucceedinginyourcareer.

特别提醒，本题共5个小题，需要拉动答题框右边的漆动条使5个试题显示出来做誉/1

[单选题]◆Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?

A.Staffmembers.

B.Companymanagers.

C.Thosewhoaccompanythem.

[单选题]◆Whenacustomershoutsrudel