问题 单项选择题

暴躁型问题客户脾气暴躁,态度强硬,有时甚至傲慢,说话时带命令口吻,容易引起争吵。所以在处理暴躁型客户的投诉时应()

A、既不能说得太多,也不能说得太少,应问有所答,且保持中立态度,以免引起客户的疑心和反感

B、建立起类似“成人—儿童”的关系,在沟通中掌握主动权

C、保持冷静、冷静、再冷静,沉着、沉着、再沉着,必要时可暂时离开2-3分钟

D、应把信息向客户解释清楚,让客户自己作判断

答案

参考答案:C

阅读理解

Even a child knows that nodding the head means" Yes".But some people will probably be puzzled(迷惑的)when they first come to India.When they talk to an Indian,he often shakes his head.They might think that the Indian does not like what he said,but on the contrary,he is expressing agreement.

The Indians have a habit of shaking their heads slightly when they talk to somebody.It doesn’t mean" No",but" Yes".

If a person doesn’t know this,it might cause misunderstanding(误解).

At one time a foreigner in India told his driver who was an Indian to take him to his office.The driver shook his head.The foreigner said his request again and the driver still shook his head.At last,the foreigner shouted angrily,“Drive me to my office at once!” The driver said in a low voice," Yes,sir,"smiling and shaking his head again at the same time.

小题1:In general,nodding the head means and shaking the head means_____.

A."Yes"..." No"

B."No"..." Yes"

C."Yes"..." Yes"

D."No"..." No"小题2:According to the habit of India,if someone agrees with you,he will ______.

A.nod his head

B.shake his head

C.neither nod his head nor shake his head

D.both nod his head and shake his head小题3:Why did the Indian driver shake his head when the foreigner asked him to drive him to his office? Because_________.

A.the Indian driver had something important to do

B.the foreigner agreed to give him only a little money

C.the driver felt uncomfortable at that time

D.in India shaking the head means agreement小题4:The foreigner became angry because_______.

A.the Indian driver didn’t want to send him to his office

B.he misunderstood the meaning of shaking the head in India

C.he asked the driver to send him to his office,but the driver didn’t say any words

D.the Indian driver asked him for a lot of money小题5:The phrase" on the contrary" means_____.

A.正相反

B.总之

C.与之相同

D.在另一方面

单项选择题