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 purpo 题目和参考答案——青夏教育精英家教网——

题目内容

Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). 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, friendly, progressive 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.
Check the number. 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.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If y

ou 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(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not 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 figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.
小题1: Before calling, you have to _____.

A．stay at your company only	B．learn important data and figures by heart
C．get things ready for the communication	D．choose the right time and place

小题2: During the call, it is unsuitable to _____.

A．be decisive

B．be heard in low spirits

C．check your notes

D．get feedback

小题3: What does the underlined word “courteous” in the passage mean?

A．Polite.

B．Active.

C．Effective.

D．Correct.

小题1:.C
小题1:.B
小题1:.A

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Many years ago I drove a taxi for extra money. I drove mainly from the downtown to the 16 , beside the Greenwood Racetrack which was in operation at that time.
Each time a taxi drove up to the station, many kids would run along the   17  to the passenger door. One   18   kid would open the passenger door and say, “ 19  , sir.” The passenger would always say thanks and give the kid a   20   on his way from the taxi to the entrance of the track. It was a routine that everybody knew.
One day I noticed a boy, who was   21   than most of them but was pushed away by even the smallest kid. He never pushed back.   22  , he would even step aside when others pushed forward. But he never   23  .
Then one morning as I was   24   to the sidewalk, all the other kids were running after a taxi   25  mine. They didn’t notice mine.
The boy saw me and walked toward my taxi. As I pulled up I made sure that I stopped in a 26  with the passenger door right beside him. He   27  the passenger door with a flourish(夸张动作) and said, “Good luck at the track, sir.”
28 , the man did not tip him a quarter. Instead he   29 , “Get out of my way!” He pushed him aside so   30  that the boy fell on the sidewalk and I knew he was badly hurt. I got out of my car quickly   31  find that the man disappeared in the crowd.
So I looked for the kid. I decided to give him $20 for all his   32 . But he was far up ahead, walking out of the station   33 . The traffic policeman waved at me to get my car going.   34 , I never saw him again. I’d like to find him one day and tell him that if only he had stuck around a little longer I would have given him a whole $20.
I learned an important lesson from the boy. When things seem so   35  that you are ready to give up, that is the time when things are most likely to turn around for you.
小题1:

B．speeding up

C．in front of

B．From then on

A．unavoidable

D．challenging

A U.S man found 300 letters to God floating in the Atlantic Ocean last week. He said on Friday he would   1   them to a church instead of selling them on eBay following protests from religious people.
The letters , sent to a late Baptist clergyman (牧师), were   2  put in a sealed plastic shopping bag near a    3   in Atlantic, New Jersey.
Bill Lacovara, an insurance adjuster from Ventnor, New Jersey, said he got the bag while on a fishing trip last week.
The letters were     4     to the clergyman, who died in 2004. Someone cleaning his house may have   5   the bag, which Lacovara found about 100 miles (160km) from Cooper’s house.
They include one from a teenage girl asking God to    6 her for her wrongdoing, one from a prisoner who said he was    7    and someone had set a trap for him, and    8   from a man who wanted God’s help winning the lottery, according to media reports.
Lavovara said he could have    9   them on eBay for up to $15,000(7,889 pounds) according to his prediction of the compete price and would have given the money to charity. But he has changed his mind because he said the move caused     10    to some religious people.
“They said they were    11    in me, and I didn’t want to do something that’s going to create    12     results.” he told Reuters.
Some    13    him to burn the letters, throw them back in the ocean or give them to a church, Lacovara said.
Lacovara said about a dozen clergymen have offered to take the letters, and he is evaluating the    14   to make sure the letters don’t fall into the     15    hands.
1.    A. donate                     B. show          C. sell                 D. owe
2.    A. hurriedly                  B. privately       C. mysteriously   D. occasionally
3.    A. river                      B. lake                   C. hill                 D. beach
4.    A. taken              B. offered       C. addressed      D. given
5.    A. collected           B. thrown        C. opened        D. destroyed
6.    A. forgive            B. punish        C. adjust         D. charge
7.    A. friendly            B. correct              C. innocent      D. energetic
8.    A. others                     B. another       C. the other      D. one
9.    A. auctioned         B. bought             C. donated               D. discounted
10.   A. damage            B. offence       C. injury               D. worry
11.   A. absorbed           B. involved            C. interested      D. disappointed
12.   A. final              B. direct               C. same         D. bad
13.   A. forced             B. urged               C. questioned           D. pleased
14.   A. requests                   B. orders              C. commands           D. invitations
15.   A. wrong                     B. poor                C. tight                D. firm

The idea about the phoenix goes back to Ancient Egypt, where we find the phoenix described as a handsome, eagle-like bird, with part-golden, part-red plumage, that spent most of its life in the Arabian deserts. It was rarely seen and according to one version of the story, only appeared in Egypt once every five hundred years, when it flew to Heliopolis, “city of the sun”, and deliberately burnt itself to ashes by settling on the altar (祭坛) flame there! However, it seems it did not really die because from those same ashes a young, fully formed phoenix was born and flew away, apparently back to Arabia.
It is pretty obvious that no one has ever seen or will see a living phoenix. The interesting thing is that we can find certain clues which may explain one aspect of the Egyptians’ idea. It may sound unbelievable, but some birds are apparently quite charmed by flames and small fires, especially members of the crow family. One zoologist actually proved this by setting fire to some straw near to a tame（驯养的）rook, a large black bird like a crow. Far from becoming nervous and backing away, the bird deliberately stood over the flames, with raised and vibrating wings. It didn’t get burnt, but the image it presented by its strange behavior was almost exactly like that shown in illustrations of the mythical phoenix!
Why birds should occasionally behave in this strange way is not clear. One idea is that they carefully use the heat of the flames to relieve the annoyance caused by their feather mites (虱) which all birds have. Whatever the reason, it is quite possible that the Ancient Egyptians saw birds behaving in this way, from time to time, and used it as the basis of their phoenix myth, adding fanciful details which closely linked it to their worship of the sun and their belief in resurrection.
Nowadays, the phoenix is much less important to us than it was to the Egyptians. But the logo of modern fire insurance companies, which employ the phoenix as one of their symbols, refers that in one sense the idea of it remains.
小题1: According to the passage, the phoenix _________ .

A．is a handsome and eagle-like bird living in Arab

B．used to be seen when the Egyptians held religious activities

C．has never really existed in the world

D．is the king of all kinds of birds

小题2: The reason why birds stand above flames is probably that _________ .

A．the phoenix used to do so	B．they may get rid of the mites
C．they want to burn their feather	D．they can heat themselves

小题3:Which of the following statements is NOT correct?

A．The ancient Egyptians worshiped the phoenix.

B．The scientists have discovered why birds are attracted by fire.

C．The modern people still favor the idea of the phoenix.

D．The mythical tales about the phoenix were based on facts.

小题4:Which of the following is closest to the underlined word “resurrection” in the 3^rd paragraph?

A．living forever	B．offering warmth
C．coming back to life	D．staying healthy

小题5:What does the phoenix probably mean in the logo of a fire insurance company?

A．Our company can protect you from being harmed by fire.

B．If your property is destroyed by fire, we will help you build it up again.

C．Our company will always be energetic and wealthy.

D．If needed, we will save you at the risk of losing lives.

Uncle Tom gave little Vicki Black a birthday gift one week before her birthday. He told her not to open it until her birthday. She knew her mother wouldn’t tolerate any disrespect to the kind man who helped them out after Vicki’s father passed away. Besides, Vicki didn’t want Uncle Tom to get angry. But little Vicky didn’t want to just hold it and guess what was in it. After all, she looked forward to his coming to show her interesting things, like how to turn an old sock into a doll.
All the day, Vicki couldn’t stop thinking about the gift. While her teacher was giving a lecture¸ Vicki sat still in her seat, drawing paper dolls inside the box. When school was done, she raced home. Walking into the room, again, she shook the present, but she heard nothing. Holding her breath, she opened the box and looked inside. Seconds later, she cried. When Mrs. Black saw the box, she said angrily, “Didn’t I tell you to leave it alone?” Vicki sobbed and said, “Mommy, you don’t understand.”
“Don’t cry to me. You have missed everything now, just because you couldn’t wait,” Mrs. Black accused. “What will Uncle Tom think now?”
“Uncle Tom gave me nothing,” Vicki cried and handed the empty box to her mother. “He played a trick on me.”
Mrs. Black said doubtfully, “Uncle Tom is not like that. You must have dropped it.”
Vicki kept crying. Only a rapid knock on the door made the house quiet. It was Uncle Tom. He looked at the empty box. “You have already done it? I told you to wait for your birthday.”
“You didn’t give me a gift.” Fresh tears filled her eyes.
“I try to give you something. I know your birthday is a special day. I tell myself to give you something valuable to last your whole life. I think hard and get the idea to give you an important lesson. If you open it on birthday, I see you learn. Then I will make a big party to celebrate. Maybe next year you listen and then you will understand the gift better.
Vicki’s cheeks flushed.
小题1:We can learn from the text that Vicki_______.

A．often received gifts from her father

B．expected Uncle Tom to give her a doll

C．was sad because of her father’s death

D．liked and respected Uncle Tom

小题2:What do the underlined words “done it” refer to?

A．Guessed the result

B．Opened the box

C．Realized Uncle Tom’s purpose

D．Known what her birthday gift was

小题3:What kind of person is Uncle Tom?

小题4:What did Uncle Tom want to teach Vicki?

A．How to respect others	B．The meaning of gifts
C．How to deal with gifts	D．The value of a promise

Situated in the South West of England, between Exeter and Plymouth, Torquay is one of the most popular holiday resorts in Britain. It provides a variety of entertainment, sports of every kind and cultural facilities, all set in a position of outstanding natural beauty. Visitors can choose between luxury hotels by the sea, with private suites（套房），swimming pools and saunas, and comfortable but less expensive guest houses. There are camping sites, too, and hundreds of houses displaying“B & B”signs.
As well as a number of small quiet bays, which are ideal for beach barbecues away from the crowds, Torquay has large sandy beaches where you can buy refreshments（饮料）and hire deck chairs, boats and even beach huts. There are large areas of grassland overlooking the sea, and miles of winding cliff paths for walkers who just want to enjoy the scenery and what is often said to be the healthiest air in the country. For the sportsmen and women there are opportunities not only for golf, tennis, squash and bowls, but also for water-skiing, hang-gliding and deep-sea fishing.
After a day in the open air, there’s lots to do in the evenings, too. There are plenty of discos, the occasional opera or ballet, and summer variety shows in the seafront theatres. For the children, there is a beautiful model village with a complicated railway layout which is remarkably realistic-especially when the lights are all on at night.
Of course, there’s no need to spend your whole holidays in Torquay. Only a s

hort drive away is Dartmoor National Park, where you can walk for miles through dramatic, unspoiled countryside, or picnic by beautiful rivers and streams. Or, nearer to home, you can sail across Tor Bay to the lovely old fishing village of Brixham.
Torquay seems to have something for everyone. But don’t take my word for it----come and see for yourself.
小题1: Which of the following best explains what “B & B” means on the signs?

A．Beach and barbecue	B．Breakfast and bath
C．Bed and breakfast	D．Beautiful and British

小题2:According to the text Torquay might be described as .

A．comfortable and expensive	B．remote and beautiful
C．croweded and lively	D．fresh and healthy

小题3:What is special about the model village?

A．It opens at night.	B．It has a real railway system.
C．It’s in the open air.	D．It has something for the children

小题4:What is the purpose of writing this text?

A．To introduce the geography of Torquay to students.

B．To make some places known to visitors.

C．To show the beauty of resorts.

D．To attract more tourists.

For many years it was common in the United States to associate Chinese Americans wi

th restaurants and places that wash clothes. People did not realize that the Chinese had been driven into these occupations by the prejudice and discrimination that faced them in this country.
The first Chinese to reach the United States came during the California Gold Rush of 1849. Like most of the other people there，they had come to search for gold. In that largely unoccupied land， the men st

aked a claim (立界标表明所有权) for themselves by placing makers’ in the ground. However，either because the Chinese were so different from the others or because they worked so patiently that they sometimes succeeded in getting a mining claim to make a profit ( where others saw no way to do so) ,they became the target".Of their competitors. They were troubled and attacked in many ways. Often they were prevented from working their claims; some places even passed regulations forbidding them to own claims. The Chinese therefore started to seek out other ways of earning a living. Some of them began to wash clothes for the white miners; others set up small restaurants. (There were almost no women in California in those days and the Chinese filled a real need by doing this" women's work". ) Some went to work as farmhands or as fishermen.
In the early 1860's many more Chinese arrived in California. This time railroad companies brought the men in to build the first railroad line from California to the East. They were sorely needed because the work was so hard and dangerous，and it was carried on in such an isolated part of the country that the railroad company could not find other laborers for the job. As in the case of the first Chinese in America， these Chinese were almost all males; and like them，too，they encountered a great deal of prejudice. The hostility grew especially strong after the railroad project was completed，and the Chinese laborers returned to California—thousands of them，all out of work
Many of today's Chinese Americans are the descendants of some of the early miners and railroad workers.
小题1: What is the main idea of the passage?

A．The first Chinese to reach the United States came during the California Gold Rush of 1849.

B．Many more Chinese arrived in California to construct the first railroad from California to the East.

C．Early Chinese immigrants to America experienced a lot of prejudice and discrimination.

D．Prejudice and discrimination that Chinese Americans met.

小题2: Why did the Chinese become the target of their competitors?

A．Because the Chinese were different and they worked patiently to achieve a lot of success while others couldn't.

B．The Chinese were so different from the others.

C．They worked so patiently with little payment

D．There were almost no women in California in those days.

小题3:What was the fate of the Chinese after the construction of the railroad?

A．They went back to their own country

B．They stayed to work in the ra

ilroad companies.

C．They went to California to search for gold.

D．The hostility grew especially strong.

小题4:What is the meaning of the word" encountered"?

小题5:The following statements are true EXCEPT .

A．during the California Gold Rush of 1849，people staked a claim for themselves by placing markers in the ground

B．the first Chinese went to America because they wanted to work as farmhands or as fishermen

C．many of today's Chinese Americans are the descendants of the early miners and railroad workers

D．the Chinese were sorely needed because the work was so dangerous

What is art? According to one definition, it is the creation of something that appeals to our sense of beauty. This definition may include painting, drawing, sculpture, and architecture, or performing arts such as music and drama. Cultural and historical influences, as well as one’s own consciousness of what is aesthetically(审美地 )pleasing, play a role in what one believes to be art. To some people, art is the description of an object--- a painting or sculpture of a person, for example. For others, art may be a blank canvas, or a piece of chalk.
In order to talk about the different artistic styles that have existed over time, art historians have classified these styles into different periods and organized them in chronological order. The works of art produced within each period mirror the culture and events of that time.
The earliest forms of art, from the prehistoric era(时代), include simple cave paintings and figures made from stone. These were followed by the sculptures and carvings of Ancient Civilizations era. Styles of the later Classical era (800 B.C. to 200 A.D.), reflect the culture of the time--- one that favored simplicity and balance. The period of the Middle Ages followed, and was succeeded by a revival（复兴） of classical styles in the Renaissance era, beginning around 1400. Well-known artists of this time include Michelangelo and da Vinci. One hundred years of Baroque style, and then fifty years of Rococo followed the 200-year Renaissance. The start of the nineteenth century saw the rise of the Premodern era, followed by the Modern era, a period that lasted until 1945. This was followed by Postmodern era that characterizes the present day.
In addition to differences in artistic styles between eras, there are also differences within each era. The Postmodern era, for example, has featured innovative（创新） artistic styles such as Pop Art ( which includes work by Andy Warhol), Minimalism, and Conceptualism. Since the 1960s, Conceptualism has grown in popularity. This style focuses more on the idea or ‘concept’ of art using realistic objects, rather than on art that is created using traditional materials such as paint, canvas, stone, or clay. Whereas Warhol used a can of beans as the basis for a painting, for example, a conceptual artist might say that the can itself is a work of art.
Conceptualism has become an increasingly controversial（有争议的） art style, particularly as result of numerous conceptual artists winning the Turner Prize. This ￡20,000 award is presented annually to a British artist under the age of fifty, in recognition of an outstanding work. Sponsored by the Tate Gallery of Britain, it is recognized as one of Europe’s most prestigious awards for visual arts. Its aim is to promote discussion about contemporary British art. In 2002, pop music icon Madonna presented the Turner Prize to conceptual artist Martin Creed.
小题1: One of the artistic styles that many people today discuss and arguing about is ______.

A．classic style

B．Conceptualism

D．Baroque style

小题2: Which statement is NOT true according to the passage?

A．Pop Art, Minimalism and Conceptualism are styles that developed in the Postmodern era.

B．Some of the world’s earliest art was created in caves.

C．History, culture and one’s concept of beauty affect what a person believes to be art.

D．Art historians refer to today’s artistic period as the Modern era.

小题3: According to the passage, art historians have classified these styles into ____ periods.

小题4:If the passage continues, the following paragraph will be probably about_________.

A．Martin Creed’s winning works	B．Madonna’s outstanding art style
C．the status of Conceptualism	D．the conclusion of art

Why are so many people so afraid of failure? Quite simple because no one tells us how to fail so that failure becomes an experience that will lead to growth. We forget that failure is part of the human condition and that every person has the right to fail.
Most parents work hard at either preventing failure or protecting their children from the knowledge that they have failed. One way is to lower standards. A mother describes her child’s hastily made table as “Perfect!” even though it doesn’t stand

still. Another way is to shift(转移)blame. If John fails science, his teacher is unfair or stupid.
The trouble with failure prevention is that they leave a child unequipped for life in the real world. The young need to learn that no one can be best at everything, no one can win all the time and that it’s possible to enjoy

a game even when you don’t win. A child who’s not invited to a birthday party, who doesn’t make the honour roll on the baseball team, feels terrible, of course. But parents should not offer a quick comfort, prize or say “It doesn’t matter.” because it does. The young should be allowed to experience disappointment and be helped to master it.
Failure is never pleasurable. It hurts grownups and children alike. But it can make a positive contribution to your life once you learn to use it. Step one is to ask “Why did it fail? Don’t blame someone else. Ask yourself what you did wrong, how you can improve. If someone else can help, don’t be shy about inquiring. Success, which encourages repetition of old behaviour, is not nearly as good a teacher as failure. You can learn from a bad party how to give a good one, from an ill-chosen first house what to look for in a second. Even a failure that seems definitive can cause fresh thinking, a change of direction. After twelve years of studying ballet, a friend of mine applied for a professional company. She asked. That ballet master shook his head. “You will never be a dancer,” he said,” you haven’t the body for it.”
In such cases, the way to use failure is to take stock bravely asking “What have I left? What else can I do?” My friend put away her shoes and moved into dance treatment center, a field where she’s both able and useful. Failure frees one to take risks because there’s less to lose. Often there is recovery of energy — a way to find new possibilities.
小题1:The first paragraph tells us ______.

A．failure is very natural for every person

B．the reason why we don’t know how to fail

C．the reason why so many people are afraid of failure

D．one should be ready to face failure at any time

小题2:How many preventions may parents use when a child fails according to the passage?

B．no more than three

C．less than three

D．more than three

小题3: Which statement below does the writer support?

is as good an experience as success.

B．Failure is the mother of success.

C．Failure is far from a good teacher like success.

D．Definitive failure gives us nothing but fresh thinking.

小题4: We can learn from the last paragraph that _______.

A．failure is the recovery of energy

B．failure makes one free to do something dangerous

C．failure should be forgotten in our life

D．failure is likely to do us good in life