2017届高考英语一轮复习方案精品课件：第23讲 Unit 23《Conflict》（北师大版必修8）_高考复习指南

2017届高考英语一轮复习方案精品课件：第23讲 Unit 23《Conflict》（北师大版必修8）

　　A．customers often use phones to express their anger

　　B．people still prefer to buy goods online

　　C．customer care becomes more demanding

　　D．customers rely on their phones to obtain services 阅读写作(二十三) │ 重视推理判断 2．If a manager should show his empathy (Paragraph 6)，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.” 阅读写作(二十三) │ 重视推理判断 3．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 阅读写作(二十三) │ 重视推理判断 4．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. 阅读写作(二十三) │ 重视推理判断【点睛】随着竞争的越来越激烈，对于消费者的争夺很多时候将会决定着一个企业的兴衰荣辱，那么如何搞好与消费者的关系呢？面对口味各异的顾客，作为企业又应该如何对待呢？文章围绕这一话题而展开。阅读写作(二十三) │ 重视推理判断 1．C　推理判断题。文章第三段提到随着人们从电话或网络中买到商品、得到服务，很多公司在信息技术和员工培训上投入大量资金，来应对消费者的投诉，由此可知，现在对商家而言如何处理消费者日益增多的投诉是非常必要和紧急的。 2．A　推理判断题。从文章第六段This can be eased by offering an apology…with empathy (for example, “I know how you must feel”)…可知。阅读写作(二十三) │ 重视推理判断 3．B　推理判断题。从文章第七段Airlines face some of the toughest…while there is great potential for customers…可知，航空业由于各种原因面临的消费者投诉更多，所以对航空业而言，让消费者满意对于本行业来说有着无可替代的重要性，由此可知选B。 4．C　推理判断题。从文章最后一段…and it would be a foolish company that used slogans such as…可推断出，聪明的企业往往不会空喊口号，而是注重实际行动。阅读写作(二十三) │ 重视推理判断【活学活用】 [2011·安徽卷]