Your customer requires you to supply a configuration or proposal in xl format. What tool is available？ （）
第1题：
第2题：
第3题：
A、fee
B、fare
C、charge
第4题：
Which two of these are ways that cisco capital helps partners?（）
第5题：
Which WebSphere Commerce features require scheduled jobs in order to function correctly？（）
第6题：
第7题：
A customer has ordered a rack， a p650， two p630s， and two p615s. During a conversation on installation planning， the pSeries technical specialist recognizes that the customer expects the rack to arrive as one unit. However， the specialist knows that the p650 will be racked， but the other systems will arrive separately. In fact， the other systems are CSU （Customer Set Up）. Why should the specialist immediately inform the customer that additional racking is the customer’s responsibility？（）
第8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.
参考答案：21-25：ACBCC
第9题：
翻译以下关于邮政储蓄业务员开户业务的有关对话。 ①Customer: I want to open an account. ②Clerk: Fixed or current? ③Customer: Current. ④Clerk: Your ID card, please.
第10题：
Companycom will be using the Virtual IO Server to share both FC and Ethernet adapters among multiple LPARs. The customer is using mostly web services in the LPARs. Which of the following should be considered?（）