任务型读写
请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入最恰当的单词.
注意:每个空格只填1 个单词.
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. Never make assumptions and think that you know what the customers want.
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 to serve 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 to 1.________ customer service | | The meaning | | | of customer | | | service | The way companies behave towards their customers. | | The 2.____ of customer | The quality of service determines whether companies can 3.________their customers. For example, bad service can result in 4.________ customers.
| | service | | | Tips | | | 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.
| | ◇Never 7.________ 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 them 8.________.
| | | 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"t 9.________ the customer when he is speaking angrily.
| | | ◇Calm the customer down by making an 10.________ after he finishes speaking. | |
1. improve
2. importance
3. keep
4. losing
5. solutions
6. feelings
7. assume
8. sincerely
9. interrupt
10. apology
|
核心考点
试题【任务型读写请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入最恰当的单词.注意:每个空格只填1 个单词. Customer service r】；主要考察你对 题材分类等知识点的理解。 [详细]举一反三
| 阅读理解 | The evidence for harmony may not be obvious in some families. But it seems that four out of five
young people now get on with their parents, which is the opposite of the popularlyheld image of unhappy
teenagers locked in their room after endless family quarrels.
An important new study into teenage attitudes surprisingly shows that their family life is more
harmonious than it has ever been in the past."We were surprised by just how positive today"s young
people seem to be about their families, "said one member of the research team."They"re expected to be
rebellious(叛逆的)and selfish but actually they have other things on their minds; they want a car and
material goods, and they worry about whether school is serving them well.There"s more negotiation(商
议) and discussion between parents and children, and children expect to take part in the family
decisionmaking process.They don" t want to rock the boat. "
So it seems that this generation of parents is much more likely than parents of 30 years ago to treat
their children as friends."My parents are happy to discuss things with me and willing to listen to me," says
17yearold Daniel Lazall. "I always tell them when I"m going out clubbing.As long as they know what I"m
doing,they"re fine with it."Susan Crome, who is now 21, agrees."Looking back on the last 10 years, there was a lot of what you could call negotiation. For example, as long as I"d done all my homework,I could
go out on a Saturday night. But I think my grandparents were a lot stricter with my parents than that."
Maybe this positive view of family life should not be unexpected. It is possible that the idea of teenage
rebellion is not rooted in real facts. A researcher comments, "Our surprise that teenagers say they get
along well with their parents comes because of a brief period in our social history when teenagers were
regarded as different beings. But that idea of rebelling and breaking away from their parents really
happened during the 1960s when everyone rebelled. The normal situation throughout history has been a
smooth change from helping out with the family business to taking it over."
1. What is the popular images of teenagers today?
A. They worry about school.
B. They dislike living with their parents.
C. They have to be locked in to avoid troubles.
D. They quarrel a lot with other family members.
2. The study shows that teenagers don"t want to ________.
A. share family responsibility
B. cause trouble in their families
C. go boating with their family
D. make family decisions
3. Compared with parents of 30 years ago,today"s parents______.
A. go to clubs more often with their children
B. are much stricter with their children
C. careless about their children"s life
D. give their children more freedom
4. According to the author, teenage rebellion________.
A. may be a false belief
B. is common nowadays
C. existed only in the 1960s
D. resulted from changes in families | 任务型读写
请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入最恰当的单词。
注意：每个空格只填1 个单词。
It"s that time of year again! The holidays are coming up, and you know what that means … it"s time to
shop! Being the busy person that you are, most likely you will do some of your shopping online. And who can blame you? Great prices, great selection, free giftwrap( 礼品包装) … what"s not to love?
But take care; taking advantage of the convenience in shopping online could bring risks to both your
personal information and your PC. As long as you"re aware of the key issues, you can shop anytime, with
the knowledge to protect you.
Not every Website and online shop is a safe and reputable merchant! The truth is many thieves are
quite skilled at crafting very convincing, legitimatelooking( 貌似合法的) online shopping sites. Be very
careful who you purchase from! Make sure you know where you"re shopping and that you read all the
rules.
A common phishing tactic ( 网络钓鱼策略)targeting( 把……作为目标) online shoppers makes use of online promotions and sales to encourage a consumer to enter personal information in order to receive
coupons ( 赠劵) or other gifts. While many reliable sites offer coupons or samples, they will never ask for extra amounts of personal information, most only require a name and email address.
But don"t back away from the PC just yet! By taking into consideration a few simple actions, you can
protect your credit, purchases, and personal information while shopping online. Go ahead and give that
credit card a practice. You can be safe.
(1)Always shop from a safe PC.
(2)Try to stick to the sites you know and trust … such as Amazon, Overstock, and large store websites.
(3)If you heard about a "great gift" or "special offer" through an email from an unknown address, it is
likely fake( 虚假的) and should be avoided.
(4)Make sure that the connection to the website is an http. This doesn"t guarantee safety, but in most cases these sites are safe.
(5)Consider choosing ways of payment, such as cash upon delivery.
So enjoy your online holiday shopping. Giving the gift of happiness this holiday season doesn"t
have to cost you more than you"ve expected.
| Title: Online Shopping: 1.________ Yourself | | | 2. ________of online shopping | ?You will be offered great prices. | | ?Online shopping offers more 3.________than regular shopping. | | | ?Services such as wrapping gifts are free. | | | 4.________with online shopping | ?Criminals are expecting to steal your personal 5.________. | | ?Your PC might be at the 6.________of being attacked by cyber?criminals. | | | Tips on online shopping | 7.________ entering more of your privacy than your name and email address.
| | ?Shop on 8.________websites like Amazon and Overstock. | | | ?Think twice when an email from an unknown address claims a "special offer". | | | ?9.________ the websites beginning with "http"．. | | | ?Better not 10.________your bill until your goods have arrived. | | 任务型读写
请认真阅读下列短文, 并根据所读内容在文章后表格中的空格里填入最恰当的单词.
注意:每个空格只填1 个单词.
Almost every career requires such skills as listening, speaking, reading, writing, decision making,
researching, reasoning, creativity, persuasion, leadership, interpersonal communication, and organization.
In addition, a number of characteristics that may be important for specific jobs: achievement,
aggressiveness, ambition, dependability, discipline, honesty, initiative, motivation, people orientation,
persistence, responsibility, selfconfidence, selfstarting, sensitivity, sincerity, tenacity, and toughmindedness. The way you acquire these skills and behaviors is, to a great extent, up to you. Without them, no matter
how bright and knowledgeable you may be, landing a top job is of extreme difficulty, if not impossible.
The most likely way to obtain these skills and behaviors is through courses, reading, internships, parttime
or fulltime employment, extracurricular activities, and participation in community functions.
Knowing what an employer is looking for in a potential employee can help an applicant to prepare for
an interview. An interviewer for a major corporation was asked these questions: What specific skills are
you looking for in applicants? And how do you identify these skills? He responded :
Most important for us in the way of skills is the ability to communicate-can people speak clearly?
Can they articulate the kind of person they believe themselves to be? In what kind of work situations do
they perform well? What are their strengths and weaknesses? We want to know about the personal
qualities of the individual, so I try to ask questions to draw them out and attempt to find out if they have
a sense of themselves. What I"m looking for is an ability to verbalize an idea in clear, simple,
understandable language. I"m also looking for the ability to listen attentively and then to be able to
respond to an idea or thought that has been presented to them. If they do have good communication
skills, they will be able to do this logically and succinctly.
I am looking for creativity -can they be spontaneous? I will ask some "offthewall" questions just to
see if this throws them. How do they respond in these tough situations-can they be creative with their
answers? This is very important when they are out in business situations with customers. They will have
to respond to very sudden changes and problemsolving situations that they are not necessarily familiar
with, and I want to know if they can handle them.
What we look for the most are personal qualities-assertiveness, selfmotivation, drive, ambition, and
a competitive instinct. They should be high achievers and want to work hard. I can usually tell about
these qualities from the way the person presents himself or herself and some of the activities they have
engaged in. I pick up things from the applications and resume-how they have written them and the kinds
of things they say. How they present their experiences is often very informative. For example, an
assertive person will say, "I can do these things" and "I decided on this course of action, " whereas a
more passive person might say, "These are the experiences I have had." All of these things describe the
person in some way.
Qualities Employers Seek
| 1.______skills | | | Listening, speaking, reading, writing, decision making, researching… | | | Without them, 2.________bright and knowledgeable you may be, landing a top job is extremely 3.________. | | | Knowing what an employee seeks can help an applicant to make good 4.________ for an interview. | Speak clearly. | | The ability to communicate | | | 6.________the kind of person they believe themselves to be. | | | 7.________kind of situations in which they perform well. | | | 5.________ | | | Be 8.________with their answers. | | | 9.________to very sudden changes and problem?solving situations. | | | What we look for the most are 10.________qualities—assertiveness, self?motivation, drive, ambition… | | | 阅读理解。 | Americans often say that there are only two things a person can be sure of in life: death and taxes.
Many people feel that the United States has the worst taxes in the world.
Taxes are the money that people pay to support their government. There are generally three levels of
government in the United States: federal, state, and city; therefore, there are three types of taxes.
Salaried people who earn more than four to five thousand per year must pay a certain part of their
salaries to the federal government. The percentage varies for different people. It depends on the salaries.
The federal government has a two level income tax: that is, 15 or 28 percent. $17，850 is the cutoff. The
tax rate is 15 percent below $17,850 and 28 percent above.
The second tax is for the state government: New York, California, or any of the other fortyeight states. Some states have an income tax similar to that of the federal government. Of course, the percentage for the state tax is lower. Other states have a sales tax, which is a percentage charged to any item which people
buy in the state. Some states use income tax and sales tax to raise their revenues (收入).
The third tax is for the city. This tax comes in two forms: property tax (people who own a house have
to pay taxes on it ) and excise (执照) tax, which is collected on vehicles in a city. The cities use this money for education, police, public works, etc.
Since Americans pay such high taxes, they often feel that they are working one day each week just to
pay their taxes. People always complain about taxes. They often say that the government misuses their tax dollars. They all believe that taxes are too high in this country. | 1. How much money does an American earning $40,000 per year pay to the federal government as
income tax according to the passage? | A. $11,200.
B. $6,000.
C. $17,850.
D. $5,000. | | 2. What happens to buyers when a sales tax is collected? | A. They have to pay more than what the item costs.
B. They can pay less than what the item costs.
C. They have to pay exactly what the item costs.
D. They will all give up buying the item. | | 3. What tax does an American have to pay to the city if he owns a car? | A. Property tax.
B. Excise tax.
C. Income tax.
D. Sales tax. | | 4. After reading the passage, we might feel that Americans seem to be _____. | A. satisfied with their taxes
B. proud of their taxes
C. unhappy about their taxes
D. happy about their taxes | | 阅读理解 | Have you ever asked your customers and potential customers how they"d like to hear from you?Some
of them might check email messages regularly throughout the day; some of them might check their messages only once or twice a day; and some of them might not use email at all.
If you"ve been automatically using email to avoid lengthy phone conversations, first check to see if that"s
also your customers" preferred method of communication.Then consider the benefits of picking up the
phone.
I know, email is convenient.It gives you a record of what was said, and it lets you communicate without wasting any time on chitchat.But it also removes that little human bond of friendliness.It prevents you from
finding a common ground-such as a shared interest in a hobby.The phone allows that.
Using the telephone also aids in communication.A misunderstood question in an email can take several
messages back and forth to clarify.On the phone you can say "No, I meant..."and then you can restate your question in a different way.Instead of being a timewaster, the phone can sometimes be a timesaver.
Be sure to ask your customers if they"d prefer documents sent to them by email or fax -because some
people really do prefer the fax.Remember that they"re busy too.They might not want to sit at their computer opening files and printing pages of documents.For some, it"s much more convenient to walk over to the fax machine and pick up the preprinted documents.
There"s an old saying:People don"t care how much you know until they know how much you care.Let
your customers know that you care about communicating with them in their way.Asking is merely adding
another level of customer service.
Knowing how your people like to communicate can be even more important with prospective customers.
Say you"re sending a proposal for a project and competing with another vendor.If you assume that your prospective client reads his or her email regularly you might transmit your proposal as an attachment.
If your assumption is wrong, and if your competitor has taken the time to learn that your prospective
customer really wants to receive documents via fax, your prospective client might not even see your
proposal until after the job is awarded.
It only takes a minute to ask the question, and it might make a big difference in your income.
Ways of__1__with your customers
| Advantages | Disadvantages | | 2 ways | | | | Using email | 3 long phone conversations. | There is a 4 of friendliness. | | Using the tele phone | ?Help you find what others have in__5__with yourself.
?Help you to__6__time in communication.
| Maybe the conversation 7 long. | | Using the fax | Busy people can gain more time,, by means of picking up the preprinted 8 . | | | 9 | Knowing your customers"way of communication might have an__10__on your income.
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