3938国开电理英语2历年期末考试(第三题阅读理解选择题)题库[分学期版]
2020年9月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PPHC and Gooseneck are two organizations that do similar community work Each has hired a new staff member to make contact with and provide services to new parents
Elaine has accepted a job with PP HC She has a degree in psychology but has never done this type of work before On her first day after showing her to her desk and intro due ing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luck After lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Gooseneck On his first day he learns that his job will consist of training for the next week Mark spends two days going on family visits with experienced staff members and discusses with them what they did and why He roleplays some situations with other staff members and gets some direct instruction from them By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it And he knows that his training will continue
Which situation would you rather be in being thrown into the thick of things with no training or being trained to prepare for the work you＇re going to do
21 What are PPHC and Gooseneck
A They are two companies that do similar business
B They are two organizations that do different community work
C They are two organizations that do similar community work
[答案]C
22 Which degree does Elaine have
A Psychology degree
B Physiology degree
C Sociology degree
[答案]A
23 Which of the following statements is TRUE according to the passage
A Elaine has done this type of community work so her organization doesn＇t provide staff training
B Mark has a clear idea of his job after the training
C Mark knows his training comes to an end
[答案]B
24 How is Mark trained to be prepared for his work
A Mark spends two days on family visits with experienced staff members and discuss with them
B Mark roleplays some situations with other staff members and gets some direct instruction from them
C Both A and B
[答案]C
25 What is the main idea of the passage
A The importance of training
B Different training ways
C Elaine＇s and Mark＇s work experience
[答案]A
2020年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go along 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should_______
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans_______
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24When dealing with an angry customer which is NOT the right attitude
ABe concerned
BBe patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2020年1月试题答案
三阅读理解(计40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
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 area 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 viewpoint 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 along 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
21 Angry customers tend to aim their dissatisfaction and complaints at
A staff members
B company managers
C those who accompany them
[答案]A
22 When a customer shouts rudely at you you should
A argue back and protect yourself
B keep quiet and leave the customer alone
C keep calm and listen carefully to the customer
[答案]C
23 The underlined sentence in Paragraph 3 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
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
A Be concerned
B Be patient
C Beam used
[答案]C
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
[答案]C
2019年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of
anxietyI just messed up that answer and there＇s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a test getting an85or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewer particularly in the hours just before your interview
To some extent relaxation techniques such as progressive muscle relaxation or breathing exercises can manage anxietyIf your anxiety around interview is excessive you might consider seeing a doctor to develop effective countermeasures
21_______often influences the stress around interviews according to the passage
AInterview process
BAnxietyprovoking thoughts
CInterviewers＇ assumptions
[答案]B
22 Does one poor answer in an interview influence a candidate to_______get a job
AYes
BNo
CNot given
[答案]B
23 Imagining success help a candidate to levels of anxiety
Alower
Braise
Cequal
[答案]A
24 How can we reduce our stress around interviews
ABreathe deeply
BMeet friends
CHave a big meal
[答案]A
25When should we go to see a doctor according the author
AWhen we lose confidence in an interview
BWhen we find effective measures against anxiety round interview
CWhen we have too much stress around interview
[答案]C
2019年1月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PP HC and Goose neck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parentsElaine has accepted a job with PP HCShe has a degree in psychology but has never done
this type of work beforeOn her first day after showing her to her desk and introducing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luckAfter lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Goose neckOn his first day he learns that his job will consist of training for the next weekMark spends two days going on family visits with experienced staff members and discusses with them what they did and whyHe roleplays some situations with other staff members and gets some direct instruction from themBy the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about itAnd＇ he knows that his training will continue
Which situation would you rather be in being thrown into the thick of things with no training or being trained to prepare for the work you＇re going to do
21What are PP HC and Goose neck
AThey are two companies that do similar business
BThey are two organizations that do different community work
CThey are two organizations that do similar community work
[答案]C
22Which degree does Elaine have
APsychology degree
BPhysiology degree
CSociology degree
[答案]A
23Which of the following statements is TRUE according to the passage
AElaine has done this type of community work so her organization doesn＇t provide staff training
BMark has a clear idea of his job after the training
CMark knows his training comes to an end
[答案]B
24How is Mark trained to be prepared for his work
AMark spends two days on family visits with experienced staff members and discuss with them
BMark roleplays some situations with other staff members and gets some direct instruction from them
CBoth A and B
[答案]A
25What is the main idea of the passage
AThe importance of training
BDifferent training ways
CElaine＇ sand Mark＇s work experience
[答案]C
2018年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage
Successful and memorable events don＇t just happen Organizing and holding an event takes planningWhether it＇s an anniversary a sporting event or a retirement party and no matter how much time you have your event＇s success is in the details
There are some suggestions for you to hold a successful eventDecide upon your target audienceThe first thing is you should know who your target audience isFrom this all the other decisions will fall into place in terms of format content prices location etc
Make a list of detailsWhen you hold an event you need to consider everything from program content lighting food serving transportation to parking and safetyMaking a list will ensure you don＇t overlook things
Have a clear purposeWhen you plan an event you should clearly define its purposebecause the following decision should support it
Do not clashCheck the calendarDon＇t clash with holidays or popular vacation times
Know your limitationsYou should be aware of your weakness such as budget or timeIf you decide to hold an event in a week＇s time plan for a more familiar affairIf it＇s a big event prepare several months aheadIf the budget is small you may have to a lot of doityourself work
21Which of the following statement is NOT true according to the passage
ATo know your target audience first helps you plan your event better
BTo check the calendar carefully will avoid time conflict
CKnow the limitation means you should know the audience＇s limitation
[答案]C
22Which is not the factor of holding a successful event*
AA clear purpose
BA list of details
CA invitation
[答案]C
23According to the passage what is the key factor to make your event successful
ALeadership
BDetails
CPlenty of planning time
[答案]B
24 What is the main idea of this passage
ADetails―the key to the success of an event
BSuccessful and memorable events don＇t just happen
CHow to plan successful events
[答案]C
25What is the purpose of making list of details
AMake sure not overlook things
BTo follow decisions
CTo have a clear purpose
[答案]A
2018年1月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go along 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
ABe concerned
A Be patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
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2020年9月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PPHC and Gooseneck are two organizations that do similar community work Each has hired a new staff member to make contact with and provide services to new parents
Elaine has accepted a job with PP HC She has a degree in psychology but has never done this type of work before On her first day after showing her to her desk and intro due ing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luck After lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Gooseneck On his first day he learns that his job will consist of training for the next week Mark spends two days going on family visits with experienced staff members and discusses with them what they did and why He roleplays some situations with other staff members and gets some direct instruction from them By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it And he knows that his training will continue
Which situation would you rather be in being thrown into the thick of things with no training or being trained to prepare for the work you＇re going to do
21 What are PPHC and Gooseneck
A They are two companies that do similar business
B They are two organizations that do different community work
C They are two organizations that do similar community work
[答案]C
22 Which degree does Elaine have
A Psychology degree
B Physiology degree
C Sociology degree
[答案]A
23 Which of the following statements is TRUE according to the passage
A Elaine has done this type of community work so her organization doesn＇t provide staff training
B Mark has a clear idea of his job after the training
C Mark knows his training comes to an end
[答案]B
24 How is Mark trained to be prepared for his work
A Mark spends two days on family visits with experienced staff members and discuss with them
B Mark roleplays some situations with other staff members and gets some direct instruction from them
C Both A and B
[答案]C
25 What is the main idea of the passage
A The importance of training
B Different training ways
C Elaine＇s and Mark＇s work experience
[答案]A
2020年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go along 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should_______
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans_______
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24When dealing with an angry customer which is NOT the right attitude
ABe concerned
BBe patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2020年1月试题答案
三阅读理解(计40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
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 area 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 viewpoint 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 along 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
21 Angry customers tend to aim their dissatisfaction and complaints at
A staff members
B company managers
C those who accompany them
[答案]A
22 When a customer shouts rudely at you you should
A argue back and protect yourself
B keep quiet and leave the customer alone
C keep calm and listen carefully to the customer
[答案]C
23 The underlined sentence in Paragraph 3 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
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
A Be concerned
B Be patient
C Beam used
[答案]C
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
[答案]C
2019年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of
anxietyI just messed up that answer and there＇s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a test getting an85or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewer particularly in the hours just before your interview
To some extent relaxation techniques such as progressive muscle relaxation or breathing exercises can manage anxietyIf your anxiety around interview is excessive you might consider seeing a doctor to develop effective countermeasures
21_______often influences the stress around interviews according to the passage
AInterview process
BAnxietyprovoking thoughts
CInterviewers＇ assumptions
[答案]B
22 Does one poor answer in an interview influence a candidate to_______get a job
AYes
BNo
CNot given
[答案]B
23 Imagining success help a candidate to levels of anxiety
Alower
Braise
Cequal
[答案]A
24 How can we reduce our stress around interviews
ABreathe deeply
BMeet friends
CHave a big meal
[答案]A
25When should we go to see a doctor according the author
AWhen we lose confidence in an interview
BWhen we find effective measures against anxiety round interview
CWhen we have too much stress around interview
[答案]C
2019年1月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PP HC and Goose neck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parentsElaine has accepted a job with PP HCShe has a degree in psychology but has never done
this type of work beforeOn her first day after showing her to her desk and introducing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luckAfter lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Goose neckOn his first day he learns that his job will consist of training for the next weekMark spends two days going on family visits with experienced staff members and discusses with them what they did and whyHe roleplays some situations with other staff members and gets some direct instruction from themBy the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about itAnd＇ he knows that his training will continue
Which situation would you rather be in being thrown into the thick of things with no training or being trained to prepare for the work you＇re going to do
21What are PP HC and Goose neck
AThey are two companies that do similar business
BThey are two organizations that do different community work
CThey are two organizations that do similar community work
[答案]C
22Which degree does Elaine have
APsychology degree
BPhysiology degree
CSociology degree
[答案]A
23Which of the following statements is TRUE according to the passage
AElaine has done this type of community work so her organization doesn＇t provide staff training
BMark has a clear idea of his job after the training
CMark knows his training comes to an end
[答案]B
24How is Mark trained to be prepared for his work
AMark spends two days on family visits with experienced staff members and discuss with them
BMark roleplays some situations with other staff members and gets some direct instruction from them
CBoth A and B
[答案]A
25What is the main idea of the passage
AThe importance of training
BDifferent training ways
CElaine＇ sand Mark＇s work experience
[答案]C
2018年7月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage
Successful and memorable events don＇t just happen Organizing and holding an event takes planningWhether it＇s an anniversary a sporting event or a retirement party and no matter how much time you have your event＇s success is in the details
There are some suggestions for you to hold a successful eventDecide upon your target audienceThe first thing is you should know who your target audience isFrom this all the other decisions will fall into place in terms of format content prices location etc
Make a list of detailsWhen you hold an event you need to consider everything from program content lighting food serving transportation to parking and safetyMaking a list will ensure you don＇t overlook things
Have a clear purposeWhen you plan an event you should clearly define its purposebecause the following decision should support it
Do not clashCheck the calendarDon＇t clash with holidays or popular vacation times
Know your limitationsYou should be aware of your weakness such as budget or timeIf you decide to hold an event in a week＇s time plan for a more familiar affairIf it＇s a big event prepare several months aheadIf the budget is small you may have to a lot of doityourself work
21Which of the following statement is NOT true according to the passage
ATo know your target audience first helps you plan your event better
BTo check the calendar carefully will avoid time conflict
CKnow the limitation means you should know the audience＇s limitation
[答案]C
22Which is not the factor of holding a successful event*
AA clear purpose
BA list of details
CA invitation
[答案]C
23According to the passage what is the key factor to make your event successful
ALeadership
BDetails
CPlenty of planning time
[答案]B
24 What is the main idea of this passage
ADetails―the key to the success of an event
BSuccessful and memorable events don＇t just happen
CHow to plan successful events
[答案]C
25What is the purpose of making list of details
AMake sure not overlook things
BTo follow decisions
CTo have a clear purpose
[答案]A
2018年1月试题答案
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your customers and with yourself will go along 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
ABe concerned
A Be patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
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