请根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”。 Good Communication Skills － Key to Success Good communication skills are the key to success in life, work and relationships. Without

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 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.

请根据短文内容判断给出的语句是否正确,正确的写“T”,错误的写“F”。

An annual report of a company provides information about its business performance for certain people. These people include the investors, potential investors and other stakeholders. From the report, people can understand the company's business scope, recent situation and future development. The main parts of an annual report usually include chairman's letter, operation analysis and financial statements.

·Chairman's Letter

Usually, an annual report should contain a letter from the chairman. The letter should provide details about the successes and the challenges of the past year. It should also include the future outlook for the company.

·Operation Analysis

The operation analysis is an overview of the business in the past year. It usually includes new hires and new product introductions. At the same time, it will introduce business acquisitions and other important issues.

·Financial Statements

The financial statements are very important for an annual report. People can know the company's performance in the past from the statements. It usually three aspects. The first one is the profit and loss statement. The second one is the balance sheet. And the third one is the cash flow statement.

( ) 26. An annual report of a company provides some information about its business performance for certain people.

( ) 27. People can know everything of the company from the annual report.

( ) 28. An annual report usually includes chairman's letter, financial statements and operation analysis.

( ) 29. A chairman's letter should include the strategic direction moving forward.

( ) 30. This passage is mainly about the main parts of an annual report.

Questionnaires can be a simple way to get to know your audience's opinions. Though it is easy to write a questionnaire, you need a lot of skill and experience to write a good one. Luckily, good design skills can be learned in a short time.

Keep Your Questionnaire Simple and Visually Attractive

Keep your questionnaire short and simple. A short and simple questionnaire is more likely to be completed and returned. It is also important to make your questionnaire as attractive as possible. You should keep the following design elements in mind:

Text: Choose a font style. that is easy to read, and make sure the font size is large enough for your respondents to read.

Paragraphs: Long paragraphs can be daunting for readers, so try to keep your blocks of text to a handful of lines.

White space: Ensure that there is space between questions and sections and don't make margins too small.

Keep Questions Brief and Easy to Understand

Be brief and direct with your questions. Do not use any unnecessary words and phrases. Brief questions that use simple language are easy to read and understand, so the participants won't find it difficult to fill in the questionnaire.

Make Sure Questions Are In the Right Order

You should start your questionnaire with general questions and then move to specific ones. Try to avoid jumping back and forth between general and specific questions.

Use Open-Ended Questions Properly

Open-ended questions mean respondents can answer freely using their own words. They can provide more detailed information, but they take more time and effort to answer and can be more difficult to analyze. You should not use too many open-ended questions in one questionnaire.

In a word, taking the time to develop a well-designed and participant “friendly questionnaire will give you useful data that can help you make the right decisions.

21. The questionnaire contains following elements except() 

A. test

B. paragraph

C. address

22. In order to keep your questionnaire visually attractive, you should().

A. choose different font styles in a questionnaire

B. write long paragraphs instead of short ones

C. leave enough space between questions and sections

23. You should start your questionnaire with()questions and then move to ones.

A. general, specific

B. specific, general

C. short, long

24. What could be the best title for this passage?

A. Designing an Effective Questionnaire.

B. Questionnaire is the best way to collect data from many people.

C. Questionnaire benefits our life.

25. Which of the following statements is NOT true?

A. Questionnaire design skills can be learned in a short time.

B. Open-ended questions cannot provide more detailed inform. better not use too many open-ended questions in one questionnaire.

C. It's worth taking the time to develop a well-designed and participant-friendly questionnaire.

请根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”。

Hiring the right employee is a challenging process for a company. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale. A good hire, however, pays you back in employee productivity, successful employment relationship, and business culture enhancement. Here are certain rules that you can use to select the right employee.

Design an effective advertisement. A clearly targeted ad. attracts qualified candidates and discourages others. You can make your ad. More effective with a precise and specific job description.

Ask the right job interview questions. The purpose of the interview is to find out if the candidate is a strong fit to your business. By using a sequence of particularly designed questions, you are able to get a true picture of your potential employee.

Check backgrounds and references. Background checking helps you reduce risks and improve the overall quality of hire. You need to verify that all the presented credentials, skills, and experience are actually possessed by your candidate.

( ) 26. Hiring the wrong employee is expensive, costly to a company, and time consuming.

( ) 27. A company has to spend a lot of money hiring a right employee.

( ) 28. An advertisement with a clear target will make all candidates lose courage.

( ) 29. Well designed interview questions can help you know more about the candidates.

( ) 30. Work experience is one of the primary things for an employer to verify in background checking.

Elaine has accepted a job with PPHC. 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 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 luck. After lunch, Elaine sets out to contact the families, worried about what she'll do or 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 role-plays some situations with other staff members, and gets some direct instruction from them. By the following week, when he's on his own, he feels he 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.

22. Which degree does Elaine have?

A. Psychology degree.

B. Physiology degree.

C. Sociology degree.

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.

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 role-plays some situations with other staff members and gets some direct instruction from them.

C.Both A and B.

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.

The Winner of a Teaching Award

We are pleased to announce that the winner of this year's Teaching Award goes to Dr. Marie Dagenais. Dr. Dagenai graduated from Universite de Montreal in 1983. She became an Assistant Professor in the Faculty in 1988. In 2000 she was appointed as Associate Dean, a very important role in the Faculty. In 2001 she was appointed to Associate Professor and was Professor five years later. For many years she has held important roles in the Association of Teaching and Learning, including being President of this Association in 2005一06. Similarly she has been heavily involved with the American Association of Distance Education and was that Association's President during. 2008- 11. She has also held a number of leadership roles in the Commission on Lifelong Education of America, one of the most important organizations in adult education.

This is an incomplete list of some of the countless important roles Dagenai has had

both within the University and beyond in the field of distance education in America. She is a very worthy winner of the year's Teaching Award.

( )26. Marie is the winner of this year's Teaching Award.

( )27. Marie graduated from Yale University in 1983.

( )28. Marie was appointed to Professor in 2006.

( )29. Marie was the president of American Association of Distance Education during 2009-11.

( )30. Marie has done a great contribution to American distance education.

ERP是将企业的"三流"进行全面一体化管理的__________

简述ERP中采购管理的业务内容有哪些?

实验资料:生管人员吴昊根据2月份办公椅200台的销售预测及与"中实集团"100台办公椅的销售订单去组织生产，并安排主生产计划。调整并确认后，将生产计划派工给生产车间办公椅加工中心。该车间生产办公椅的关键产能资源为人力，办公椅加工中心有工人5人，每人每天8小时产能，每生产一台办公椅耗用产能1小时。

问题:(1)上述业务内容在易飞ERP系统的那个子系统里实现?

(2)根据实验资料，需要实现的业务内容有哪些?

实验资料:2012-2-19，某企业领"中支"原材料100个，到原材料仓，准备投入生产。

问题:如何利用易飞ERP系统软件进行相应的业务处理?请分析并给出其操作步骤。