题目内容
No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
1.What does the passage mainly talk about?
A. Importance of dealing with customer complaints.
B. Effects of customer complaints on business.
C. Tips for handling complaints from customers.
D. Several factors resulting in customer complaints.
2.The author thinks that customer complaints _____________.
A. are easy to deal with B. are really quite annoying
C. can actually be avoided D. are sometimes beneficial
3.The underlined word “authentic” in Paragraph 3 most probably means _______.
A. touching B. believable C. attractive D. clever
4.According to the passage, what is the first thing you should do when facing the customer complaints?
A. Showing sincere attitude.
B. Making an honest apology.
C. Making an absolute promise.
D. Listening to the complaint attentively.
1.C
2.D
3.B
4.D
【解析】
试题分析：文章是关于顾客投诉的。无论经营哪一行业，都需要处理顾客遇到的问题。消费者的投诉往往会反映出许多问题，因此，有效地处理投诉很重要。
1.主旨大意题。第一段最后一句提出主题后，下文接着分段介绍了五条处理顾客投诉的方法，由此判断正确答案为C项。故选C。
2.推理判断题。根据第一段第二句和最后一段可判断作者认为顾客的投诉有时是有益的。故选D。
3.词意猜测题。由该句后的“…not an empty exercise.”可判断作者认为道歉要“可信”， 而非空洞。故选B。
4.细节理解题。由第二段可推断作者认为处理顾客投诉的第一步就是要认真倾听对方的投诉。故选D。
考点：商业类短文阅读
As you grow rapidly through your teenage years, you will experience a lot lf changes．The changes may seem difficult and they may seem to happen quickly. Don’t panic! You will deal successfully with them! You are a young adult now!
With more responsibility, you will find more freedom to make your own choices. This is a time to be well informed about own choices. This is a time to be well informed about your choices so that you can make healthy balanced decisions that will help shape your future. You may already know your career path or you may have no idea at all what you want to do. Both situations are fine! Work hard and the right opportunity will present itself to you.
Young adulthood means greater freedom and more choices. You will probably want to be independent. But try not to shut your family out of your life. You should learn to think of others even though you are old enough to look after yourself. Your family have been with you since you came into this world.
It is also perfectly natural in this time for you to spend more time with your friends than your family. Choose your friends wisely. A true friend will stand by you no matter what happens.
This period is a part of the life cycle. There are some people who will be with you throughout life’s journey and there will be some people with whom you part and go separate ways. Leaving school can be hard. The reality is that you may not ever see all of your classmates again.
You are a young adult. It is your life. No one can live it for you. The choices that you make from now on will be your choices. So making the right choices will be important to you. Life is for living. Enjoy your life wisely!
【小题1】The best title for this passage would be ．
| A．The Choices in Life | B．The Key to Success |
| C．Say Goodbye to the Past | D．Becoming a Young Adult |
| A．your parents | B．your classmates | C．true friends | D．your relatives |
| A．a period of complete freedom |
| B．too hard for young people to get through |
| C．an important time for the young to make the right choices |
| D．a very important period for young students to leave their parents |
| A．Teenagers． | B．Teachers． | C．Young parents． | D．Adults． |
The old shopkeeper led me through to the back of the shop．The room was filled with boxes and
Surprises often come in boxes. Birthday presents wrapped in colorful paper, brown paper packages mailed from a friend. No matter what kind of box it is, people like to open it up and see what's inside. In America, and in many other countries, one special kind of box contains the future. It's called a ballot box. What people put into the box on election day can change the course of history.
Elections are the lifeblood of a democracy. The word democracy literally means "the people rule," an important concept in American history. In the mid-1700s, England began passing laws that made the American colonies angry. The colonists had to pay more and more taxes and enjoyed less and less freedom. They felt the government of England didn't represent their interests. On July 4, 1776, the colonies declared their independence from England. They wanted to establish a democracy where people could have a voice in government.
An effective democracy holds regular elections. In America, elections are held every two years for members of Congress. In these elections, all seats in the House of Representatives and one-third of the Senate seats are up for grabs. In addition, every four years, voters go to the polls to elect the nation's president and vice-president. Voters also regularly cast their ballots for state and city government leaders and local school board members. Sometimes they also have to vote on a proposed law.
In the American electoral system, people don't really vote for presidential candidates. Instead, voters cast their ballots for "electors" who support each candidate. Each state has as many electors as the total number of its representatives in Congress. This equals two senators per state plus the number of its representatives in the House (which is based on the state's population). The candidate who has the most votes in a state wins all of the state's electors. To win the presidential election, a candidate must gain at least 270 of the 538 total electoral votes.
Over the years, the U.S. has made a number of election reforms. Some early reforms outlawed cheating, giving bribes and threatening voters. They also limited the amount of money candidates could receive from donors and spend on their campaigns. In 1870, black people gained the right to vote, and in 1920, that right was extended to women. In recent decades, laws against unfair rules for voting have been passed. No longer do people have to pay a special tax or pass a test in order to vote. In 1971, the voting age was lowered to 18. Other reforms made voting easier for the blind, the disabled and people who couldn't read. In some areas, ballots had to be printed in languages besides English.
In November, Americans will again elect those who will represent them in government. Although some citizens aren't even registered to vote--and some registered voters don't bother to go to the polls--most Americans exercise their right to vote. They realize that their future is wrapped up in a special package--the ballot box. It's a package that must definitely be "handled with care."
【小题1】According to the context, what does a “ballot box” mean in Chinese?
| A．彩票箱 | B．投票箱 | C．礼品箱 | D．保险箱 |
| A．People couldn’t have a voice in a government. |
| B．In America, elections are held every four years for members of Congress. |
| C．Democracy is the lifeblood of elections. |
| D．Basically “ the people rule”, and it’s very important in American history. |
| A．Romney will win 20 votes in California. |
| B．Obama will win 20 votes in California. |
| C．Romney will win 37 votes in California. |
| D．Obama will win 37 votes in California. |
| A．People have to pay a special tax to vote. |
| B．There are bribes and threatening in elections now. |
| C．People above eighteen years old can vote now. |
| D．The disabled or the blind have tough access to voting. |
| A．Birthday boxes in the U.S. | B．Election systems in the U.S. |
| C．Election reforms in the U.S. | D．Democracy in the U.S. |
One morning more than thirty years ago, I entered the Track Kitchen, a restaurant where everyone from the humblest(卑微的) to the most powerful came for breakfast. I noticed an empty chair next to an elderly, unshaven man, who looked somewhat disheveled. He was wearing a worn-out hat and was alone. I asked if I might join him. He agreed quietly and I sat down to have my breakfast.
We cautiously began a conversation and spoke about a wide rang of things. We never introduced ourselves. I was concerned that he might have no money and not be able to afford something to eat. So as I rose to go back to the counter and buy a second cup of coffee, I asked,
“My I get you something?”
“A coffee would be nice.”
Then I bought him a cup of coffee, we talked more, and he accepted another cup of coffee. Finally, I rose to leave, wished him well, and headed for the exit. At the door I met one of my friends. He asked,
“How did you get to know Mr. Galbreath?”
“Who?”
“The man you were sitting with. He is chairman of the Board of Churchill Downs.”
I could hardly believe it. I was buying, offering a free breakfast, and feeling pity for one of the world’s richest and most powerful men!
My few minutes with Mr. Galbreath changed my life. Now I try to treat everyone with respect, no matter who I think they are, and no matter another human being with kindness and sincerity.
【小题1】What does the underlined word “disheveled” mean?
| A．Unfriendly. | B．Kind. | C．Elegant. | D．Untidy. |
| A．he wanted to start a conversation |
| B．he thought the old man was poor |
| C．he intended to show his politeness |
| D．he would like to thank the old man |
| A．Surprised. | B．Pitiful. | C．Proud. | D．Regretful. |
| A．We should learn to be generous. |
| B．It is honorable to help those in need. |
| C．We should avoid judging people by their appearances. |
| D．People in high positions are not like what we expect. |