Many a student ____ wearing MP3 players while walking on the street．It's quite dangerous．


  1. A.
    is used to
  2. B.
    are used to
  3. C.
    was used to
  4. D.
    were used to
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_________ teachers are present today, and __________ them is 300.


  1. A.
    A great many; a number of
  2. B.
    A number of; the number of
  3. C.
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  4. D.
    The number of; a number of

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從每小題的A、B、C、D四個選項中，找出所給單詞的正確讀音，并在答題卡上將該選項涂黑。

sweater       A.[5@wit[]             B.[5@weit[]          C.[5@wet[]             D.[5@wi:tE]

many          A.[5mAni]          B.[5meni]        C.[5meini]             D.[5menei]

uncle           A.[QN5kl]        B.[QN5k[l]            C.[5QNkl]        D.[5QNkEl]

breakfast      A.[5breikf[@t]     B.[5brekf[@t]       C.[5breikfE:@t]D.[5brekfE:@t]

breathe A.[bri:W]              B.[breiT]              C.[breiW]              D.[bri:T]

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A. too much B. several scores  C. many a   D. scores of

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閱讀下面短文，根據(jù)所讀內(nèi)容在表格中的空白處填入恰當?shù)膯卧~。

注意：每個空格只填一個單詞。

Customer service refers to the way that companies behave towards their customers．It's the quality of service that determines whether the customer remains with the company． 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．So customer service is vital and you should know how to improve it．

First of all, you need to realize how important the customers are．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．

Finding out the needs of the customers is another important customer service tip．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 and think that you know what the customer wants．

Making customers feel they are important is an excellent way to serve them better．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 customer, 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 customers are angry, let them express their anger completely．Never interrupt or start speaking until they've finished．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．

Title

How to1.       customer service

Meaning

The way companies behave towards their customers．

Importance

The quality of service determines whether companies can2.         

their customers．For example, bad service can result in3.   customers．

4.       

☆Take your customers seriously because they are your boss and the source of your income．

☆Recognize the needs of the customers．

◇Ask the customers the right kind of questions and offer 5.        

to their problems．

◇Understand customers'6.        from a particular situation, their body language, tone of voice and words．

◇Never7.        that you know the customer's needs．

☆Make customers feel they are important and treat them as individuals by using their first name and praising them8.        .

☆Other small skills:

◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you"．

◇Don't9.        , the customer when he is speaking angrily．

◇Calm the customer down by making an10.          after he finishes speaking．

 

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