[3938国开电大管理英语2历年期末考试(第三题阅读理解选择题)题库「分学期版」]

[3938国开电大管理英语2历年期末考试（第三题阅

读理解选择题）题库「分学期版」]

[3938国开电大管理英语2历年期末考试（第三题阅读理解选择题）题库「分学期版」]

3938国开电大管理英语2历年期末考试(第三题阅读理解选择题)题库[分学期版] 2024年9月试题及答案 三、阅读理解(共40分，每小题4分) 21-25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。

Passage 1 PPHC and Gooseneck are two organizations that do similar community work. Each has hired a new staff member to make contact with and provide services to new parents. Elaine has accepted a job with PP HC. 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 intro due ing 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 door 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 feel she 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. [答案]C 22. Which degree does Elaine have? A. Psychology degree. B. Physiology degree. C. Sociology degree. [答案]A 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. [答案]B 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. [答案]C 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 [答案]A 2024年7月试题及答案 三、阅读理解(共40分，每小题4分) 21-25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。

Passage l 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 area 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 viewpoint 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 behaviour. Control your anger and be patient.Learn to relax and calm yourself.Having patience with your customers and with yourself will go along 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. 21.At whom do angry customers tend to aim their dissatisfaction and complaints? A.Staff members. B.Company managers. C.Those who accompany them. [答案]A 22.When a customer shouts rudely at you， you should_______. A.argue back and protect yourself B.keep quiet and leave the customer alone C.keep calm and listen carefully to the customer [答案]C 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 [答案]B 24.When dealing with an angry customer， which is NOT the right attitude? A.Be concerned. B.Be patient. C.Beam used [答案]C 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