A. the more competitive will you be B. you will be the more competitive C. the more competitive you will be
17. Wei t very much that you’ve come to give us a timely ride. Otherwise we would miss the train.
A. appreciate B. expect C. promise 18. I would rather two weeks earlier.
A. you should come here B. you came here C. you had come here
19. face-to-face interviews, questionnaires are cheaper for collecting data from a large number of respondents.
A. Compared to B. Comparing C. Compare 20. Our company willthe customers’suggestions.
A. respond B. responding to C. respond to
三、阅读理解（共 40 分，每小题 4 分）
21-25 题：阅读下列短文，从 A,B、C 三个选项中选出一个正确答案，并将答案序号写在题前括号内。 Passage 1
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
8
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 yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. 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 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.
26-30 题：请根据短文内窑判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在题前括号内。
Passage 2
Good Communication Skills - Key to Success
Good communication skills are the key to success in life, work and relationships. Without effective communication, a message can turn into an error, misunderstanding, frustration, or even disaster by being misinterpreted or poorly delivered.
The steps for good communication skills:
1. Know what to say. Understand clearly the purpose and intent of your message.
2. Know how to say it. Begin by making eye contact , which shows confidence. Then pay attention to your body language.
3. Listen. After you’ve finished talking, you should stop, listen, and look for feedback and clues of comprehension.
4. Reach understanding. To communicate well is to understand and be understood. More tips for developing good communication skills:
1. The better you are able to express yourself, the better your ability to communicate. 2. Practice your listening skills. Be considerate of other speakers by waiting until they are done before stating your views.
3. Learn to understand and appreciate different views by being open-minded. It will in turn, gain you more cooperation and understanding.
4. Avoid trying to communicate when in an emotional state. Take time to consider your position through before speaking.
When you take the time to develop good communication skills, it means you open yourself up to better relationships, more career opportunities, and increased self-confidence.
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