【題目】根據(jù)短文內(nèi)容，從短文后的選項中選出能填入空白處的最佳選項。選項中有兩項為多余選項。

Customer service refers to the way that companies behave towards their customers. 【1】 However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers. 【2】

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously.

【3】You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆斷）and think that you know what the customers want.

【4】 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely. 【5】Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A. Never interrupt or start speaking until they’ve finished.

B. You can bring in as many new customers as you want.

C. So customer service is important and you should know how to improve it.

D. Finding out the needs of the customers is another important customer service tip.

E. Making customers feel they are important is an excellent way to serve them better.

F. It’s the quality of service that determines whether the customer remains with the company.

G. More companies are finding that their customer service should not be limited to stores.

【答案】

【1】F

【2】C

【3】D

【4】E

【5】A

【解析】

試題分析：文中論述了對于顧客是上帝的服務(wù)行業(yè)，提出了一些如何改善顧客與服務(wù)關(guān)系的建議。

【1】F根據(jù)下文可知，如果顧客生氣了，就會使公司失去顧客，所以服務(wù)質(zhì)量決定了顧客的去留，故選F。

【2】C根據(jù)上文可知，很多公司不注重與顧客的溝通，導(dǎo)致了顧客流失，所以顧客服務(wù)非常重要，故選C。

【3】D根據(jù)下文的“Never make assumptions (臆斷) and think that you know what the customers want.”可知，永遠(yuǎn)不要妄自推斷顧客需要什么，一定要弄清楚顧客的需要，故選D。

【4】E把顧客當(dāng)作個體對待，稱呼他們的名字，并真誠地贊揚他們，這些做法都可以讓顧客感覺到自己非常重要，故選E。

【5】A根據(jù)上下文語境可知，如果顧客生氣就讓他們完全發(fā)泄，然后通過道歉讓他們鎮(zhèn)定，總之，只要顧客高興，就可以發(fā)展業(yè)務(wù)，故選A。

【學(xué)法指導(dǎo)】

七選五閱讀題，有部分題出現(xiàn)在每一段的開始位置，若問題在段首 1.通常是段落主題句。認(rèn)真閱讀該段落，根據(jù)段落一致性原則，查找相關(guān)詞或者同義詞，從而推測出主題句，找到答案。 2.與后文是并列、轉(zhuǎn)折、因果關(guān)系等。著重閱讀后文第一兩句，鎖定線索信號詞，然后在選項中查找 相關(guān)特征詞。一般來說正確答案與它后面的一句話的在意思上是銜接的，所以通常情況下，這兩句話中會 有某種的銜接手段。3.段落間的過渡句。這時要前瞻后望找到啟示，即閱讀上一段結(jié)尾部分，通常正確答案與上一段結(jié)尾有機(jī)地銜接起來，并結(jié)合下一段內(nèi)容，看所選的答案是否將兩段內(nèi)容連貫起來�！�3】D根據(jù)下文的“Never make assumptions (臆斷)and think that you know what the customers want.”可知，永遠(yuǎn)不要妄自推斷顧客需要什么，一定要弄清楚顧客的需要，故選D。

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