河南开放大学2022年秋《管理英语2》（专科）单元自测7试题及答案

[单选题] —Hello, is that service center? The elevator of our apartment doesn’t work.
—________________.

[单选题] —Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurant?
—Waiter:________________.

[单选题] —().
—That’s great!

[单选题] The heating system of our apartment broke down so I made a ______ call to the community service center.

[单选题] The more information you can get, ______ in your field.

[单选题] 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?

[单选题] When a customer shouts rudely at you, you should ____.

[单选题] The underlined sentence “Use your ears more than your mouth” means ____.

[单选题] When dealing with an angry customer, which is NOT the right attitude?

[单选题] Which of the following statements is true according to the passage?