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问题 问答题 案例分析题

一天，陈先生在总台办理结帐手续，接待员熟练地为他结清了费用，客人正准备付款时，客房中心打来电话，称房间里一件浴袍不见了。这件浴袍价格不菲，值400多元，而陈先生又是酒店的常客。

作为接待员，应如何处理才能既不伤客人的自尊心，又不使酒店受到损失？

答案

参考答案：

可通过婉转提醒客人（1分），或暗示客人房间找不到浴袍（1分），请客人帮助寻找等方式（2分）。

单项选择题

阅读下面短文，从短文后各题所给的四个选项（A、B、C 和 D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。

                                    A Heroic Driver

Larry works with Transport Drivers. Inc. One morning in 2009. Larry was  41

along 165 north after delivering to one of his    42   . suddenly, he saw a car with its bright lights on.    43    he got closer, he found 44    vehicle upside down on the road. One more look and he noticed    45    shooting out from under the    46    vehicle. Larry pulled over, set the brake and    47   the fire extinguisher (灭火器). Two good bursts from the extinguisher and the fire was put out.

The man who had his bright lights on    48    and told Larry he had    49    an emergency call. They    50    heard a woman’s voice coming from the wrecked (毁坏的) vehicle.    51   the vehicle, they saw that a woman was trying to get out of the broken window. They told her to stay    52    until the emergency personnel arrived,    53    she thought the car was going to    54   . Larry told her that he had already put out the fire and she should not move    55    she injured her neck.

Once fire and emergency people arrive, Larry and the other man    56    and let them go to work. Then, Larry asked the    57    if he was needed or    58    to go. They let him and the other man go.

One thing is    59   —Larry went above and beyond the call of duty by getting so close to the burning vehicle! His    60    most likely saved the woman’s life.

45（）

A.flames

B.smoke

C.water

D.steam
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单项选择题

最早专用于生化战的火箭炮是下列哪种（）

A.美国神剑-火神20毫米自行高射炮

B.美国M91式火箭炮

C.瑞士“狩猎女神”高射炮

D.英国“神枪手”高射炮
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