[图] In business, you should be able to how your c...

阅读理解：阅读下面的短文，根据文章内容从A、B、C三个选项中选出一个最佳选项。

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.

听力原文：How can you be a success in your study?

(3)

A．I'm not successful,

B．I'm the oldest in the class.

C．I study the hardest.

D．I go to bed late.

Whether this will be your first or your thousandth business trip, you should be conscious of conduct that is considered proper during your absence from the office. As a representative of your company, you need to know how to behave appropriately on a business trip.

Steps:

1. Pack all essential items in a carry-on bag to avoid being ill-prepared for business if the airline loses your luggage. Showing up for a trade show or a meeting with a client dressed in yesterday's clothes will not make a positive impression.

2. Dress professionally during the entire trip. Your attire(服装) should reflect the fact that you are on a business trip, whether you are on a plane, on a golf course or in a conference room.

3. Be prepared and be on time. You may normally arrive at the office at 13:10 every morning and not speak until after your first cup of coffee, but clients will not be 10 minutes late for an important meeting.

4. Use proper business language. Even though some business trips may include more casual situations, such as lunch, dinner or even golf, keep in mind that you are still representing your company, and like the old saying goes, "Loose lips sink ships."

5. Save all receipts from your trip so you can easily determine your expenses when you return.

6. Conduct yourself with grace and decorum(礼貌得体) at all times. If you are uncertain about these terms, consider buying a book on business etiquette(礼节) for some light reading while on the plane.

We should dress ______ during the entire trip.

A．professionally

B．lovely

C．casually

D．formally

How should we go through the security check?

A.you should wait one by one

B.show your certificate only

C.put your carry _on baggage on the belt ,which will take it to be sereen bay X-ray equipment

D.you should go through the gate and the staff may give you a personal search