Question

【题目】根据短文内容，从短文后的选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。

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 （臆断）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.

Answer 1

【答案】

【1】F

【2】C

【3】D

【4】E

【5】A

【解析】

试题分析：文中论述了对于顾客是上帝的服务行业，提出了一些如何改善顾客与服务关系的建议。

【1】F根据下文可知，如果顾客生气了，就会使公司失去顾客，所以服务质量决定了顾客的去留，故选F。

【2】C根据上文可知，很多公司不注重与顾客的沟通，导致了顾客流失，所以顾客服务非常重要，故选C。

【3】D根据下文的“Never make assumptions (臆断) and think that you know what the customers want.”可知，永远不要妄自推断顾客需要什么，一定要弄清楚顾客的需要，故选D。

【4】E把顾客当作个体对待，称呼他们的名字，并真诚地赞扬他们，这些做法都可以让顾客感觉到自己非常重要，故选E。

【5】A根据上下文语境可知，如果顾客生气就让他们完全发泄，然后通过道歉让他们镇定，总之，只要顾客高兴，就可以发展业务，故选A。

【学法指导】

七选五阅读题，有部分题出现在每一段的开始位置，若问题在段首 1.通常是段落主题句。认真阅读该段落，根据段落一致性原则，查找相关词或者同义词，从而推测出主题句，找到答案。 2.与后文是并列、转折、因果关系等。着重阅读后文第一两句，锁定线索信号词，然后在选项中查找 相关特征词。一般来说正确答案与它后面的一句话的在意思上是衔接的，所以通常情况下，这两句话中会 有某种的衔接手段。3.段落间的过渡句。这时要前瞻后望找到启示，即阅读上一段结尾部分，通常正确答案与上一段结尾有机地衔接起来，并结合下一段内容，看所选的答案是否将两段内容连贯起来。【3】D根据下文的“Never make assumptions (臆断)and think that you know what the customers want.”可知，永远不要妄自推断顾客需要什么，一定要弄清楚顾客的需要，故选D。