) 4. If a manager should show his empathy (Paragraph6), what would he probably say?

　　A. “I know how upset you must be.”

　　B. “I appreciate your understanding.”

　　C. “I’m sorry for the delay.”

　　D. “I know it’s our fault.”

　　(

　　) 5. Customer delight is important for airlines because

　　.

　　A. their telephone style remains unchanged

　　B. they are more likely to meet with complaints

　　C. the services cost them a lot of money

　　D. the policies can be applied to their staff

　　(

　　) 6. Which of the following is conveyed in this article?

　　A. Face-to-face service creates comfortable feelings among customers.

　　B. Companies that promise more will naturally attract more customers.

　　C. A company should promise less but do more in a competitive market.

　　D. Customer delight is more important for airlines than for banks.

　　【参考答案】1—6、DCCABC

　　2016高考训练题。阅读理解阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。

　　Human resource experts say cultural differences explain why Asian companies try harder to preserve jobs in difficult times, which will prevent unemployment and may help Asian economies survive at a time of slowing exports. The East Asian attitude may also make it easier for companies to recover quickly from the economic downturn since they will not need to rehire or train new staff, but build up a more loyal and devoted group.

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