Question

How you speak on the telephone is very important. If you use good telephone _______, the caller will be happy. If not, they may not want to _______ you or your company again.

First, make sure you answer the call formally (正式地), giving your name and the name of your _______. This will let the caller know that you are professional.

You should also remember to smile as you speak, and use a _______ tone (語調(diào)). If you sound bored or too busy, the caller will think you are impolite.

What’s more, your choice of _______ can make a big difference, too. For example, if you have not _______what a caller said, it is much more polite to say “I’m sorry. Could you say that again, please?” than to _______ say “What?”

Similarly, if a caller asks to speak to someone, you’d better not just say “yes” or “no”. If the person is _______, say that you will put the caller through to them. If they are unavailable, explain where they are, and then take a _______.

In either situation, you will also need to get some information about the caller, such as their name or company. Make sure you get all that you ________ the most importantly, ask for it politely.

1.A.skills B.hobbies C.exercises D.habits

2.A.depend on B.deal with C.look for D.work out

3.A.teacher B.friend C.school D.company

4.A.serious B.friendly C.funny D.direct

5.A.shows B.books C.words D.teams

6.A.heard B.seen C.noticed D.drew

7.A.actually B.gradually C.hardly D.simply

8.A.noisy B.healthy C.available D.different

9.A.message B.photo C.suggestion D.note

10.A.order B.give C.think D.need

Answer 1