國(guó)開(kāi)電大專科《管理英語(yǔ)2》歷期末考試題庫(kù)排序版

經(jīng)典word整理文檔，僅參考，雙擊此處可刪除頁(yè)眉頁(yè)腳。本資料屬于網(wǎng)絡(luò)整理，如有侵權(quán)，請(qǐng)聯(lián)系刪除，謝謝！「最新」3938國(guó)開(kāi)電大專科《管理英語(yǔ)2》歷年期末考試（第三題閱讀理解選擇題）題庫(kù)「排序版」_最新]3938第三題閱讀理解選擇題題庫(kù)排序版][試題]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：[2018年1月試題]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.Showthatyoucare：Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.[答案]A22.Whenacustomershoutsrudelyatyou，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.Theunderlinedsentence“Useyourearsmorethanyourmouth”meansA.YourmouthisnotmoreimportantforyouthanyourearsB.YoushouldlistenmorethanyouspeakC.Youshouldtalkmorethanyoulisten答案]B24.WhendealingwithanangrycustomerwhichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，you＇tlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.答案]C試題]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：[2020年1月試題]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.Showthatyoucare：Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.AngrycustomerstendtoaimtheirdissatisfactionandcomplaintsatA.staffmembersB.companymanagersC.thosewhoaccompanythem[答案]A22.Whenacustomershoutsrudelyatyou，youshouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.TheunderlinedsentenceinParagraph3meansA.yourmouthisnotmoreimportantforyouthanyourears.B.youshouldlistenmorethanyouspeak.C.youshouldtalkmorethanyoulisten.[答案]B24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused.[答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，youneedn＇tlistencarefully.B.Youneedntsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.[答案]C[試題]Angrycustomerstendtoaimtheirdissatisfactionandcomplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthecompanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.Listedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomers：[2020年7月試題]Neverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomeriscomplaining，sothatsatisfactorystepscanbetaken.Showthatyoucare：Useeveryopportunitytoexpressyourapologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.Atwhomdoangrycustomerstendtoaimtheirdissatisfactionandcomplaints?A.Staffmembers.B.Companymanagers.C.Thosewhoaccompanythem.[答案]A22.Whenacustomershoutsrudelyatyou，youshould_______.A.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer[答案]C23.Theunderlinedsentence“Useyourearsmorethanyourmouth”means_______.A.YourmouthisnotmoreimportantforyouthanyourearsB.YoushouldlistenmorethanyouspeakC.Youshouldtalkmorethanyoulisten[答案]B24.Whendealingwithanangrycustomer，whichisNOTtherightattitude?A.Beconcerned.B.Bepatient.C.Beamused[答案]C25.Whichofthefollowingstatementsistrueaccordingtothepassage?A.Whenthecustomerscomplain，youneedn＇tlistencarefully.B.Youneedn＇tsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.[答案]C[試題]PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.[2019年1月試題]ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday，aftershowinghertoherdeskandintroducinghertocolleagues，thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsibleforandwishesherluck.Afterlunch，Elainesetsouttocontactthefamilies，worriedaboutwhatshe＇lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine＇，andhasjustbeenhiredbyGooseneck.Onhisfirstday，helearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers，anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers，andgetssomedirectinstructionfromthem.Bythefollowingweek，whenhesonhisown，hefeelshehasaprettygoodideaofwhatheneedstodo，andhowtogoaboutit.And＇heknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein，beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou＇regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.[答案]C22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.[答案]A23.WhichofthefollowingstatementsisTRUEaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn＇tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.C.Markknowshistrainingcomestoanend.[案]B24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.[答案]A25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine＇sandMarksworkexperience.答案]C試題]PPHCandGooseneckaretwoorganizationsthatdosimilarcommunitywork.Eachhashiredanewstaffmembertomakecontactwithandprovideservicestonewparents.[2020年9月試題]ElainehasacceptedajobwithPPHC.Shehasadegreeinpsychologybuthasneverdonethistypeofworkbefore.Onherfirstday，aftershowinghertoherdeskandintrodueinghertocolleagues，thedirectorgivesheratownmapandalistofthenamesofthefamiliesshewillberesponsiblefor，andwishesherluck.Afterlunch，Elainesetsouttocontactthefamilies，worriedaboutwhatshe＇lldoorsaywhenshemeetsthem.MarkhasadegreesimilartoElaine＇，andhasjustbeenhiredbyGooseneck.Onhisfirstdayhelearnsthathisjobwillconsistoftrainingforthenextweek.Markspendstwodaysgoingonfamilyvisitswithexperiencedstaffmembers，anddiscusseswiththemwhattheydidandwhy.Herole-playssomesituationswithotherstaffmembers，andgetssomedirectinstructionfromthem.Bythefollowingweek，whenhe＇sonhis，hefeelshehasaprettygoodideaofwhatheneedsto，andhowtogoaboutit.Andheknowsthathistrainingwillcontinue.Whichsituationwouldyouratherbein，beingthrownintothethickofthingswithnotrainingorbeingtrainedtopreparefortheworkyou＇regoingtodo?21.WhatarePPHCandGooseneck?A.Theyaretwocompaniesthatdosimilarbusiness.B.Theyaretwoorganizationsthatdodifferentcommunitywork.C.Theyaretwoorganizationsthatdosimilarcommunitywork.[答案]C22.WhichdegreedoesElainehave?A.Psychologydegree.B.Physiologydegree.C.Sociologydegree.答案]A23.WhichofthefollowingstatementsisTRUEaccordingtothepassage?A.Elainehasdonethistypeofcommunityworksoherorganizationdoesn＇tprovidestafftraining.B.Markhasaclearideaofhisjobafterthetraining.C.Markknowshistrainingcomestoanend.答案]B24.HowisMarktrainedtobepreparedforhiswork?A.Markspendstwodaysonfamilyvisitswithexperiencedstaffmembersanddiscusswiththem.B.Markrole-playssomesituationswithotherstaffmembersandgetssomedirectinstructionfromthem.C.BothAandB.答案]C25.Whatisthemainideaofthepassage?A.Theimportanceoftraining.B.Differenttrainingways.C.Elaine＇sandMark＇sworkexperience答案]A試題]Stressaroundinterviewsisofteninfluencedbyourassumptionswemaketoourselvesabouttheprocess.Counteringanxiety-provokingthoughtscanhelptolowerlevelsofanxiety.“Ijustmessedupthatanswer，andthere＇snohope.”O(jiān)nepooranswernormallydoesnotknockacandidateoutofconsideration.Aninterviewislikeatest，gettingan85or90mightbegoodenoughtogetthejob.[2019年7月試題]Visualizingsuccesscanimproveperformanceandhelpeaseanxiety.Alwaystryimaginingpositiveinteractionswithyourinterviewer，particularlyinthehoursjustbeforeyourinterview.Tosomeextent，relaxationtechniques，suchasprogressivemusclerelaxationorbreathingexercises，canmanageanxiety.Ifyouranxietyaroundinterviewisexcessive，youmightconsiderseeingadoctortodevelopeffectivecountermeasures.21._______ofteninfluencesthestressaroundinterviewsaccordingtothepassage.A.InterviewprocessB.Anxiety-provokingthoughtsC.Interviewers＇assumptions答案]B22.Doesonepooranswerinaninterviewinfluenceacandidateto_______getajob?A.Yes.B.No.C.Notgiven.答案]B23.Imaginingsuccesshelpacandidatetolevelsofanxiety?A.lowerB.raiseC.equal[答案]A24.Howcanwereduceourstressaroundinterviews?A.Breathedeeply.B.Meetfriends.C.Haveabigmeal.[答案]A25.Whenshouldwegotoseeadoctoraccordingtheauthor?A.Whenweloseconfidenceinaninterview.B.Whenwefindeffectivemeasuresagainstanxietyroundinterview.C.Whenwehavetoomuchstressaroundinterview.[案]C試題]Successfulandmemorableeventsdontjusthappen，Organizingandholdinganeventtakesplanning.Whetherit＇san，asportingeventoraretirementparty，andnomatterhowmuchtimeyouhave，youreventssuccessisinthedetails.[2018年7月試題]Therearesomesuggestionsforyoutoholdasuccessfulevent.Decideuponyourtargetaudience.Thefirstthingisyoushouldknowwhoyourtargetaudienceis.Fromthisalltheotherdecisionswillfallintoplaceintermsofformat，content，prices，locationetc.Makealistofdetails.Whenyouholdanevent，youneedtoconsidereverything，fromprogramcontent，lighting，food，transportationtoparkingandsafety.Makingalistwillensureyoudon＇toverlookthings.Haveaclearpurpose.Whenyouplananevent，youshouldclearlydefineitspurposebecausethefollowingdecisionshouldsupportit.Donotclash.Checkthecalendar.Don＇tclashwithholidaysorpopularvacationtimes.Knowyourlimitations.Youshouldbeawareofyourweaknesssuchasbudgetortime.Ifyoudecidetoholdaneventinaweek＇s，planforamorefamiliaraffair.Ifitsabigevent，prepareseveralmonthsahead.Ifthebudgetis，youmayhavetoalotofdo-it-yourselfwork.21.WhichofthefollowingstatementisNOTtrueaccordingtothepassage?A.Toknowyourtargetaudiencefirsthelpsyouplanyoureventbetter.B.Tocheckthecalendarcarefullywillavoidtimeconflict.C.Knowthelimitationmeansyoushouldknowtheaudience＇slimitation.[答案]C22.Whichisnotthefactorofholdingasuccessfulevent?.A.Aclearpurpose.B.Alistofdetails.C.Ainvitation.答案]C23.Accordingtothepassage，whatisthekeyfactortomakeyoureventsuccessful?A.Leadership.B.Details.C.Plentyofplanningtime.[答案]B24.Whatisthemainideaofthispassage?A.Details―thekeytothesuccessofanevent.B.Successfulandmemorableevents＇tjusthappen.C.Howtoplansuccessfulevents.答案]C25.Whatisthepurposeofmakinglistofdetails?A.Makesurenotoverlookthings.B.Tofollowdecisions.C.Tohaveaclearpurpose.[答案]A[試題]Thehousesweliveinareveryimportant.Theykeepusfrombeingcoldinthewinterandhotinthes