— ?

— It costs us ten thousand dollars.

A、How many does the printing of the annual report cost

B、What does the printing of the annual report make

C、How much does the printing of the annual report cost

閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容進(jìn)行判斷，正確寫“T”錯誤寫“F”。

Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.

1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.

2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.

3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.

4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.

5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.

You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.

1. Hotel customers and hotel staff think the same about breakfast.{T、F}

2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T、F}

3. It’s not necessary to know about the customers’ needs and preferences. {T、F}

4. Questionnaires are useful in getting feedback from customers.{T、F}

5. Front-line staff have nothing to do with improving customer service.{T、F}

閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個選項中選出一個最佳選項。

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 careA、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? {A、B、C}

A. staff members

B. company managers

C. those who accompany them

2. When a customer shouts rudely at you, you should {A、B、C}.

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 {A、B、C}.

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? {A、B、C}

A. Be concerned.

B. Be patient.

C. Be amused.

5. Which of the following statements is true according to the passage? {A、B、C}

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.

— ?

—That’s great!

A、What are you going to eat at the Mexican restaurant

B、When are you going to dinner at the Mexican restaurant

C、How about going to dinner at the Mexican restaurant tonight

You will do everything within your power to try and resolve the situation. {A、B、C}

A. 你會在權(quán)利范圍內(nèi)盡一切努力解決問題。

B. 你會在意志范圍內(nèi)盡一切努力解決問題。

C. 你會在力量范圍內(nèi)盡一切努力解決問題。

B、C}

A. 憤怒的顧客往往會把員工當(dāng)做他們發(fā)泄不滿和抱怨的目標(biāo)。

B. 憤怒的顧客計劃把對員工的不滿和抱怨當(dāng)做目標(biāo)。

C. 憤怒的顧客趨向于把員工的不滿和抱怨當(dāng)成目標(biāo)。

}

A.對比其他國家而言，美國沒有國家考試。

B.與其他國家相比，美國沒有大學(xué)入學(xué)考試。

C.相比較其他國家，美國大學(xué)沒有考試。

They promised the car for us.

A、repairing

B、repaired

C、to repaired

y service center.

A、discussion

B、complaint

C、praise

nd send the customer away happy.

A、suggesting a possible solution

B、suggest a possible solution

C、suggested a possible solution