题目列表(包括答案和解析)
Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If you have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.
1.This passage is mainly about _____.
A．how to become a dependable company
B．how to ensure public relations
C．some service a company should have
D．some telephone techniques for business purpose
2.Before calling, you have to _____.
A．stay at your company only
B．learn important data and figures by heart
C．get things ready for the communication
D．choose the right time and place
3.During the call, it is unsuitable to _____.
A．be heard in low spirits B．be decisive
C．check your notes D．get feedback
4.What does the underlined word “courteous” in the passage mean?
A．Polite. B．Active. C．Effective. D．Correct.
完型填空（共20小题；每小题1分，满分20分）
阅读下面短文，掌握其大意，然后从41-60各题所给的四个选项（A、B、C和D）中，选出最佳选项。
When I was in Germany, one day at Christmas-time I went to a post office to send a letter. To my 41 I found people queuing some paces away from the person at the savings deposit window. 42 so? Each did his business 43 but the line never moved a step 44 . I was very 45 , so I walked to the window to find out the cause. There was a notice on which was written “Thank you for your 46 for other’s privacy”—a polite 47 to keep people away from nosing into other’s 48 (money matters are regarded as privacy in Western countries). I was deeply impressed by the 49 and stayed a while to watch: they were waiting so 50 at a distance that they seemed quite 51 to the practice. The 52 thing happened at a public telephone box. 53 waiting for their turns always kept their distance—enough to be out of 54 . It’s another typical example!
From then on I 55 to watch their ways of doing things, manners, treatment 56 towards others. I found the Germans always mindful of other’s privacy. They avoided putting others in an embarrassing situation. For instance, they never 57 about age, incomes or the place to buy such a coat, 58 would they comment on the others or jewelry others wore. Their laws 59 reading diaries or opening letters without permission. That shows 60 matters are not allowed to be disturbed.
A. sorrow B. anger C. delight D. surprise
A. Why B. How C. What D. Where
A. in secret B. with care C. in turn D. by turns
A. slower B. nearer C. farther D. longer
A. curious B. angry C. interested D. impatient
A. care B. respect C. help D. search
A. voice B. phrase C. warning D. sentence
A. pockets B. savings C. needs D. affairs
A. word B. sight C. people D. matters
A. honestly B. anxiously C. nervously D. calmly
A. used B. familiar C. uncomfortable D. polite
A. interesting B. strange C. same D. different
A. They B. These C. Those D. That
A. sight B. hearing C. touch D. question
A. went on B. took care C. paid attention D. took charge
A. moving B. shown C. facing D. offered
A. asked B. heard C. worried D. learned
A. so B. nor C. not only D. if
A. appreciate B. stop C. hate D. forbid
A. pubic B. personal C. small D. important
Two years ago my grandmother was going to turn 75. My family discussed what the best way to celebrate was. Should we throw her a party? Should we take her on a trip? We remembered that she had touched so many people's lives, and there were so many people for her to consider. Then someone got the idea that we should include everyone in the celebration by turning it into a tribute(献礼) to my grandmother.x k b 1 . co m We secretly sent out letters to the people in Grandmother's address book and asked them to send a letter with a memory that they had shared with her. People sent us letters with poems, stories and pictures. The deep feeling that was shared through the response surprised us. We compiled(编辑)these letters into a memory book and amazed her with it on the morning of her birthday.
The unusual thing about my grandmother's friends was not the number that she had, but the connection they shared. In many ways this book of friendship was the greatest achievement of my grandmother's life.
I believe that developing true friendships is one of the most important things that anyone can do in one's lifetime. It is not a matter of the number of friends one has, but the quality of the bonds. If one has had at least one true friendship before dying, then one can say one has lived a successful life. I have made many friends and I believe I have begun to develop the same types of friendships my grandmother kept up over her lifetime. I only hope that I will be as successful as she has been.
1.How did the author's family celebrate Grandmother's birthday ?
A．They took her on a trip across the country.
B．They gave her a memory book of friendship.
C．They invited all her friends to her birthday party.
D．They asked all her friends to send her cards.
2.When receiving her birthday gift, the author's grandmother probably felt _____.
A．disappointed and lonely B．sorry and sad
C．surprised and pleased D．nervous and excited
3.The underlined word “bonds” in the last paragraph probably means_____.
A．relationships B．works C．Successes D．celebrations
4.According to the passage, the author probably agrees that _____.
A．the more friends you have, the better
B．friends are more important than family
C．understanding leads to greater success
D．true friendship is very important to us
Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If y
ou have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.
【小题1】 Before calling, you have to _____.
| A．stay at your company only | B．learn important data and figures by heart |
| C．get things ready for the communication | D．choose the right time and place |
| A．be decisive | B．be heard in low spirits | C．check your notes | D．get feedback |
| A．Polite. | B．Active. | C．Effective. | D．Correct. |
Two years ago my grandmother was going to turn 75. My family discussed what the best way to celebrate was. Should we throw her a party? Should we take her on a trip? We remembered that she had touched so many people's lives, and there were so many people for her to consider. Then someone got the idea that we should include everyone in the celebration by turning it into a tribute(献礼) to my grandmother.x k b 1 . co m We secretly sent out letters to the people in Grandmother's address book and asked them to send a letter with a memory that they had shared with her. People sent us letters with poems, stories and pictures. The deep feeling that was shared through the response surprised us. We compiled(编辑)these letters into a memory book and amazed her with it on the morning of her birthday.
The unusual thing about my grandmother's friends was not the number that she had, but the connection they shared. In many ways this book of friendship was the greatest achievement of my grandmother's life.
I believe that developing true friendships is one of the most important things that anyone can do in one's lifetime. It is not a matter of the number of friends one has, but the quality of the bonds. If one has had at least one true friendship before dying, then one can say one has lived a successful life. I have made many friends and I believe I have begun to develop the same types of friendships my grandmother kept up over her lifetime. I only hope that I will be as successful as she has been.
【小题1】How did the author's family celebrate Grandmother's birthday ?
| A．They took her on a trip across the country. |
| B．They gave her a memory book of friendship. |
| C．They invited all her friends to her birthday party. |
| D．They asked all her friends to send her cards. |
| A．disappointed and lonely | B．sorry and sad |
| C．surprised and pleased | D．nervous and excited |
| A．relationships | B．works | C．Successes | D．celebrations |
| A．the more friends you have, the better |
| B．friends are more important than family |
| C．understanding leads to greater success |
| D．true friendship is very important to us |
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