题目内容
6．Most of us use the telephone several times a day to talk with friends or make social arrangements．These calls are usually quite easy and require little planning．
Using the telephone for business purpose is different．In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world．
If you want to ensure good public relations，you need to master effective telephone techniques．
You should try to give an impression of an efficient，frindly，progressive（进取的） company eager to give good service．
Before calling
Choose the right time．Consider the cost，urgency and convenience．When calling overseas you need to consider the time difference．
（36）E．A great deal of money is wasted each year on dialing wrong numbers．
Plan your call．Make a list of points and questions to be raised．（37）A．Gather any files，papers or information that may be needed during the call．It is unprofessional to have to say"Hold on whil I look for that．"
If you have to ask a caller to hold on，keep going back and assuring him/her that you will be as quick as possible．
Avoid interruptions．Call at a time when you are unlikely to be distracted．
During the call
Be courteous（客气的），polite．Make time for suitable greetings like"How are you today，Jim？"and"Did you enjoy your holiday？"
（38 ）G．Remember，our caller can't see you，so use intonation to good effect and try to sound confident，decisive，helpful and interested．
Check your notes．Look back at your notes to ensure that you have covered everything and quote（引用） figures and other data correctly．
Obtain feedback（反馈）．Make sure that your caller understands the message correctly，especially where deadlines and actions that are involved．
Be courteous．Finish by thanking the caller for his or her time and trouble．
After the call（39）B．Let it become a habit to make notes of the call and place them in an appropriate（适当的） file．
（40 ）C．If you need to send a letter of confirmation（形式） or inform someone in your organization about any details of the call，do some immediately so that you do not forget important points．
| A．Be prepared． B．Make notes C．Take actions． D．Be patient． E．Check the number． F．Keep your telephone at hand． G．Put a smile in your voice． |
分析 本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项．
解答 EAGBC
36．E 细节题．根据后句Most of us use the telephone several times a day to talk with friends or make social arrangements可知，建议我们要检查所打电话号码是否有误，故选E．
37．A 细节题．根据前两句Plan your call．Make a list of points and questions to be raised可知，在打电话之前，要列一个问题的清单，即建议我们要有所准备，故选A．
38．G 概括题．通过该句Remember，our caller can't see you，so use intonation to good effect and try to sound confident，decisive，helpful and interested．可知，建议我们在打电话时要面带微笑，故选G．
39．B 细节题．从Let it become a habit to make notes of the call and place them in an appropriate（适当的） file．可知，建议我们在打电话之后养成记笔记的好习惯，故选B．
40．C 细节题．最后一句话If you need to send a letter of confirmation（形式） or inform someone in your organization about any details of the call，do some immediately 建议我们如果需要写信或者通知别人事情的时候，要立即采取行动，故选C．
点评 本文是一篇选句填空阅读，题目主要考查上下文内容联系以及文章内容理解．做题时学生应仔细阅读原文，把握文章主要内容，联系文章上下文内容并结合所给选项含义，从中选出正确答案，一定要做到有理有据，切忌胡乱猜测．
