题目内容
（请给出正确答案）
A.good management and good service
B.good offices
C.computer reservations systems
D.fare quotations and ticketing skills
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更多“The most important factors for the travel agents to succeed are ______.A、good managem”相关的问题
A、T
B、F
The most important sociological use of language is
A．informative function.
B．interpersonal function.
C．per formative function.
D．emotive function.
The most important number to include on a business card is your
A．home telephone.
B．direct fax.
C．email.
What are the most important events in the Olympic Games？（）
A．The track and field events
B．The horse-riding events
C．The swimming events
D．The boat-racing events
27 Each day we get a lot of messages from __
28 Television, radio and books are all important media of __
29 For most people television is the most important __
30 The mass media are important to us because they shape __
A our decisions and opinions
B mass communication
C our messages
D source of information
E the mass media
F sports news
Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say I don’t know, but it should always be followed up by but let me find out or possibly but this person will be able to assist you. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.
Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.
Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for.
1. The goal of customer service is to give customers an experience that meets their expectations.{T; F}
2. Leave your customer with an unanswered question is unacceptable.{T; F}
3. Both positive body language and negative body language are necessary in customer service.{T; F}
4. Eye contact is one of the most important aspects of positive body language.{T; F}
5. The underlined going the extra mile to help them in the last paragraph means going a long way to help them.{T; F}
听力原文：F: What kind of person do you think you are？
M: I am very outgoing, easy to make friends with.
F: How do you get along with others？
M: I like people who are honest, hardworking. I feel energetic while working with them.
F: What is the most important thing in your whole life？
M: I take work and family equally important. Besides, friendship is irreplaceable.
F: Can you name one person you respect very much or who influences you most？
M: My mother. She is very hardworking at work and a qualified housewife at home as well. Anytime I am in trouble, she would give me advice and get me through.
What kind of person does the man said of himself？
A．Outgoing.
B．Helpful.
C．Trustworthy.
听力原文：F: What do you and your friends usually do？
M: We get together from time to time, do some sports, go out traveling and have some fun.
F: What do you think is most important in friendship？
M: Well, I believe honesty is most important. I think friends should be truthful to each other.
F: Yes, I agree with you. Then, what do you expect from friends？
M: Friendship, of course. Let me put it in another way. I think friendship means a lot to me. It means understanding and help. Sometimes understanding is more important than help.
F: And what do you do for your friends？
M: I will help my friends whenever he is in need. As the saying goes, a friend in need is a friend indeed.
F: Do you believe that we should do everything for our friends？
M: No, I am afraid I don't. It depends on what my friends need me to do. I will not do anything illegal or immoral. After all, friends are those who care for you, stand by you, help you and make you better.
What does the man often do with his friends？
A．Climb mountains.
B．Travel around.
C．Go out for a picnic.
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