单元自测7（10分）

试卷总分:100  得分:100

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.—Why do you look unhappy. What’s the matter?

—?????????????????????.

A.I’m satisfied with the good performance of the radio I’ve just bought.

B.I’m glad to have bought this radio at such a price.

C.I’m rather disappointed with the poor quality of the radio I’ve just bought.

2.— ???????????????????????

— Neither do I. Look at our community, it is such a mess.

A.Our service center don’t offer much help for us.

B.I?really don’t think our service center is satisfying.

C.I’m slightly satisfied with our service center.

3.—Hello, is that service center? The elevator of our apartment doesn’t work.

—? ? ? ? ? ? ? ? ? ? ?

A.Oh, I?don’t know what’s wrong with it.

B.Sorry, I’ll have it checked out at once.

C.Ok, I?see.

4.We feel ?????????with the inconvenience the service center brought us.?

A.disappointed

B.worried

C.surprised

5.They promised ?????????the car for us.

A.repairing

B.repaired

C.to repaired

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 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 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 complaints?  1  

A. staff members

B. company managers

C. those who accompany them

2. When a customer shouts rudely at you, you should  2  .

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  3  .

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? 4  

A. Be concerned.

B. Be patient.

C. Be amused.

5. Which of the following statements is true according to the passage? 5  

A. When the customers complain, 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.

(1).cloze Subject

A.A

B.B

C.C

(2).cloze Subject

A.A

B.B

C.C

(3).cloze Subject

A.A

B.B

C.C

(4).cloze Subject

A.A

B.B

C.C

(5).cloze Subject

A.A

B.B

C.C