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Most of the staff is away today so you'll have to use whoever is _____ .
A.convenient
B.available
C.approachable
D.applicable
答案
更多“Most of the staff is away today so you'll have to use whoever is _____ .A.conve”相关的问题
第1题
A.交际能力是我们的所有员工都应该具备的技能，
B.有效沟通的能力是我们员工最基本的技能之一，
C.我们员工最大的优点就是能及时反馈客户意见。
第2题
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken. Show that you care.Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to relax and calm yourself.Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.
（1）At whom do angry customers tend to aim their dissatisfaction and complaints?
A.staff members
B.company managers
C.those who accompany them
第3题
Bosses Say 'Yes' to Home Work
Rising costs of office space, time lost to stressful commuting, and a slow recognition that workers have lives beyond the office—all are strong arguments for letting staff work from home.
For the small business, there are additional benefits too—staff are more productive, and happier, enabling firms to keep their headcounts (员工数) and their recruitment costs to a minimum. It can also provide a competitive advantage, especially when small businesses want to attract new staff but don't have the budget to offer huge salaries.
While company managers have known about the benefits for a long time, many have done little about it, sceptical of whether they could trust their employees to work to full capacity without supervision, or concerned about the additional expenses teleworking policies might incur as staff start charging their home phone bills to the business.
Yet this is now changing. When communications provider Inter-Tel researched the use of remote working solutions among small-and medium-sized UK businesses in April this year, it found that 28% more companies claimed to have introduced flexible working practices than a year ago.
The UK network of Business Links confirms that it too has seen a growing interest in remote working solutions from small businesses seeking its advice, and claims that as many as 60-70% of the businesses that come through its doors now offer some form of remote working support to their workforces.
Technology advances, including the widespread availability of broadband, are making the introduction of remote working a piece of cake.
"If systems are set up properly, staff can have access to all the resources they have in the office wherever they have an internet connection," says Andy Poulton, e-business advisor at Business Link for Berkshire and Wiltshire. "There are some very exciting developments which have enabled this."
One is the availability of broadband everywhere, which now covers almost all of the country . (BT claims that, by July, 99.8% of its exchanges will be broadband enabled, with alternative plans in place for even the most remote exchanges). "This is the enabler," Poulton says.
Yet while hroadband has come down in price too, those service providers targeting the business market warn against consumer servicesmasquerading(伪装) as business-friendly broadband.
"Broadband is available for as little as ￡15 a month, but many businesses fail to appreciate the hidden costs of such a service," says Neil Stephenson, sales and marketing director at Onyx Internet, an internet service provider based in the northeast of England. "Providers offering broadband for rock-bottom prices are notorious for poor service, with regular breakdowns and heavilycongested(拥堵的) networks. It is always advisable for businesses to look beyond the price tag and look for a business-only provider that can offer more reliability, with good support." Such services don't cost too much--quality services can be found for upwards of ￡30 a month.
The benefits of broadband to the occasional home worker are that they can access email in real time, and take full advantage of services such as internetbased backup or even internet-based phone services.
Internet-based telecoms, or VolP (Voice over IP), to give it its technical title, is an interesting tool to any business supporting remote working, not necessarily because of the promise of free or reduced price phone calls (which experts point out is misleading for the average business), but because of the sophisticated voice services that can be exploited by the remote worker—facilities such as voicemail and call forwarding, which provide a continuity of the company image for customers and business partners.
By law, companies must "consider seriously" requests to work flexibly made by a parent with a child under the age of six, or a disabled child under 18. It was the need to accommodate employees with young children that motivated accountancy firm Wright Vigar to begin promoting teleworking recently. The company, which needed to upgrade its ITinfrastructure(基础设施) to provide connectivity with a new, second office, decided to introduce support for remote working at the same time.
Marketing director Jack O'Hern explains that the company has a relatively young workforce, many of whom are parents: "One of the triggers was when one of our tax managers returned from maternity leave. She was intending to work part time, but could only manage one day a week in the office due to childcare. By offering her the ability to work from home, we have doubled her capacity—now she works a day a week from home, and a day in the office. This is great for her, and for us as we retain someone highly qualified."
For Wright Vigar, which has now equipped all of its fee-earners to be able to work at maximum productivity when away from the offices (whether that's from home, or while on the road), this strategy is not just about saving on commute time or cutting them loose from the office, but enabling them to work more flexible hours that fit around their home life.
O'Hern says: "Although most of our work is client-based and must fit around this, we can't see any reason why a parent can't be on hand to deal with something important at home, if they have the ability to complete a project later in the day."
Supporting this new way of working came with a price, though. Although the firm was updating its systems anyway, the company spent 10-15% more per user to equip them with a laptop rather than a PC, and about the same to upgrade to a server that would enable remote staff to connect to the company networks and access all their usual resources.
Although Wright Vigar hasn't yet quantified the business benefits, it claims that, in addition to being able to retain key staff with young families, it is able to save fee-earners a substantial amount of "dead" time in their working days.
That staff can do this without needing a fixed telephone line provides even more efficiency savings. "With Wi-Fi (fast, wireless internet connections) popping up all over the place, even on trains, our fee-earners can be productive as they travel, and between meetings, instead of having to kill time at the shops," he adds.
The company will also be able to avoid the expense of having to relocate staff to temporary offices for several weeks when it begins disruptive officerenovations(翻新) soon.
Financial recruitment specialist Lynne Hargreaves knows exactly how much her firm has saved by adopting a teleworking strategy, which has involved handing her company's data management over to a remote hosting company, Datanet, so it can be accessible by all the company's consultants over broadband internet connections.
It has enabled the company to dispense with its business premises altogether, following the realisation that it just didn't need them any more. "The main motivation behind adopting home working was to increase my own productivity, as a single mum to an 11-year-old," says Hargreaves. "But I soon realised that, as most of our business is done on the phone, email and at off-site meetings, we didn't need our offices at all. We're now saving ￡16,000 a year on rent, plus the cost of utilities, not to mention what would have been spent on commuting."
第4题
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.
Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.
21. Whom do angry customers tend to aim their dissatisfaction and complaints at？
A. Staff members.
B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should().
A. arg1e back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. The underlined sentence “Use your ears more than your mouth” means().
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
24. When dealing with an angry customer, which is NOT the right attitude？
A. Be concerned.
B. Be patient.
C. Be amused.
25. Which of the following statements is true according to the passage？
A. When the customers complain, you needn't listen carefully.
B. You needn't say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
第5题
Ineffective communication can be disastrous.There is a famous story of a British Army Commander who sent the message "Send reinforcements,we're going to advance." back to his Command Center,through a long chain of subordinates.When the message finally reached the Command Center,it had "mutated" to become -- "Send three and four-pence,we're going to a dance." The reinforcements never arrived.
You can demonstrate this same principle,albeit on a less dramatic scale,by trying to play Chinese Whispers with more than 20 people.It is highly unlikely the same message you started with will be the one you end with.
In a business,there are three main types of communication failure.Each has its own indicative signs.
•The first type is known as allocative failure.This occurs when a firm is not gathering enough intelligence about its market or (most often),the information is not reaching the right points.The firm will not be allocating resources in step with the shifts in demand.If demand is rising but the firm is suffering from allocative communication failure,then stocks will fall and there will be understaffing.If the inverse happens,there will be a surplus of stocks and overstaffing.
•The second type is executive failure,where communication to trigger specific events/actions is either late,lacking or in error.The symptoms of this are a general loss of direction in the company or departments,a loss of co-ordination and an increase in complaints from customers as things happen late or not at all.
•The final type is human failure.This occurs when the general culture of a business or the relationships between particular individuals or departments do not foster effective communication.This leads to alienated staff,an increase in staff turnover,an increase in absenteeism and general frustration among staff.Creativity,especially that which takes place across departmental boundaries,is likely to suffer hugely as team synergy slips.
1.Confirming reception of the sent messages means（）.
A.the messages are sent to right receivers
B.the messages are correctly understood
C.the messages are correctly understood by right receivers
2.In the famous British Army Commander story,which step probably did NOT go wrong in the communication chain?（）
A.Conceiving.
B.Sending.
C.Receiving.
3.What is Chinese whispers?（）
A.Who whispers in Chinese.
B.A game to pass message around in a whisper.
C.Chinese people who don't normally talk very loudly.
4.Allocative failure does NOT happen when（）.
A.the right information goes to the right place
B.a company gathers false information
C.the correct information is not received by the right department or person
5.According to the passage,which of the following cases does NOT belong to human failure?（）
A.Decreasing creativity across departments.
B.Inadequate communication between departments.
C.Increasing customer complaints.
第6题
The meaning of “communication” goes a lot deeper than people often think. Communication is about conceiving, sending, receiving, and interpreting messages as well as confirming reception of these messages. A failure at any point in this chain can result in ineffective communication.
Ineffective communication can be disastrous. There is a famous story of a British Army Commander who sent the message “Send reinforcements, we're going to advance.” back to his Command Center, through a long chain of subordinates. When the message finally reached the Command Center, it had “mutated” to become -- “Send three and four-pence, we're going to a dance.” The reinforcements never arrived.
You can demonstrate this same principle, albeit on a less dramatic scale, by trying to play Chinese Whispers with more than 20 people. It is highly unlikely the same message you started with will be the one you end with.
In a business, there are three main types of communication failure. Each has its own indicative signs.
•The first type is known as allocative failure. This occurs when a firm is not gathering enough intelligence about its market or (most often), the information is not reaching the right points. The firm will not be allocating resources in step with the shifts in demand. If demand is rising but the firm is suffering from allocative communication failure, then stocks will fall and there will be understaffing. If the inverse happens, there will be a surplus of stocks and overstaffing.
•The second type is executive failure, where communication to trigger specific events/actions is either late, lacking or in error. The symptoms of this are a general loss of direction in the company or departments, a loss of co-ordination and an increase in complaints from customers as things happen late or not at all.
•The final type is human failure. This occurs when the general culture of a business or the relationships between particular individuals or departments do not foster effective communication. This leads to alienated staff, an increase in staff turnover, an increase in absenteeism and general frustration among staff. Creativity, especially that which takes place across departmental boundaries, is likely to suffer hugely as team synergy slips.
操作提示：通过题目后的下拉选项框选择正确答案。
1.Confirming reception of the sent messages means.
A. the messages are sent to right receivers
B. the messages are correctly understood
C. the messages are correctly understood by right receivers
2. In the famous British Army Commander story, which step probably did NOT go wrong in the communication chain?
A. Conceiving.
B. Sending.
C. Receiving.
3.What is Chinese whispers?
A. Who whispers in Chinese.
B. A game to pass message around in a whisper.
C. Chinese people who don't normally talk very loudly.
4.Allocative failure does NOT happen when.
A. the right information goes to the right place
B. a company gathers false information
C. the correct information is not received by the right department or person
5.According to the passage, which of the following cases does NOT belong to human failure?
A. Decreasing creativity across departments.
B. Inadequate communication between departments.
C. Increasing customer complaints.
第7题
The "narrative" sales strategy depends on the salesperson moving quickly into a standard sales presentation. His or her pitch highlights the benefits for the customer of a particular product or service. This approach is most effective for customers whose buying motives are basically the same and is also well suited to companies who have a large number of prospects (可能的主顾) on which to call.
The "suggestive" approach is tailored more for the individual customer. The salesperson must be in a position to offer alternative recommendations that meet a particular customer's needs. One key aspect of the suggestive approach is the need for the salesperson to engage the buyer in some sort of discussion. The salesperson can then use the information gleaned from the customer to suggest an appropriate product or service.
"We tell our salespeople to be like wine stewards," says Mindy Sahlawannee, a corporate sales trainer, "the wine steward first checks to see what food the customer has ordered and then opens by suggesting the wine that best complements the dish. Most companies who use a narrative strategy should be using a suggestive strategy. Just like you can't drink red wine with every dish, you can't have one sales recommendation to suit all customers."
The final strategy demands that a company's sales staff act as "consultants" for the buyer. In this role, the salesperson must acquire a great deal of information about the customer. They do this through market research, surveys, and face-to-face discussions. Using this information, the salesperson makes a detailed presentation tailored specifically to a customer's needs.
"Good sales 'consultants'," says Alan Goldfarb, president of Ad Pro, Inc., "are the people who use a wide range of skills including probing, listening, analysis, and persuasiveness. The best sales 'consultants', however, are the ones who can 'think outside the box' and use their creativity to present a product and close the sale. The other skills you can teach. Creativity is innate. It's something we look for in every employee we hire."
More and more sales teams are switching from a narrative or suggestive approach to a more consultative strategy. As a result, corporations are looking more at intangibles such as creativity and analytical skills and less at educational background and technical skills.
"The next century will be about meeting individual customer needs," says Goldfarb, "the days of one size fits all are over."
The major difference between narrative sales and suggestive sales is that
A．the former highlights the benefits while the latter emphasize the function of the product
B．the former uses more prepared information, the latter has to get ready for unexpected information
C．the former involves no discussion while the latter involves discussion a lot
D．the former is effective in creating demand, the latter is effective in satisfying existing demand
第8题
The ______ salary of the staff is about ＄ 50.
A．usual
B．average
C．equal
D．common
第11题
The copyboy's duties may sometimes include ______.
A. running errands for staff reporters
B. writing small news stories
C. reporting campus and student news
D. both A and B
