2. 外语
  3. Read the text below about how to deny customers’ claims. In most of the lines (34-45) there is one extra word. It is either gram

Read the text below about how to deny customers’ claims. In most of the lines (34-45) there is one extra word. It is either gram

admin2012-07-04  39
问题 Read the text below about how to deny customers’ claims.
In most of the lines (34-45) there is one extra word. It is either grammatically incorrect or does not fit in with the meaning of the text. Some lines, however, are correct.
If a line is correct, write CORRECT on your Answer Sheet.
If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.
The exercise begins with two examples, (0) and (00).
                        Denying Claims
0 Customers occasionally want something they are not entitled to or that you
00 can’t grant. They may misunderstand their warranties or make unreasonable
34 demands. Because these customers are often unhappy with a product or
35 service, they are emotionally involved in. Letters that say no to emotionally
36 involved receivers will probably be your much most difficult communication
37 task. As if publisher Malcolm Forbes has pointed out, "To be agreeable while
38 be disagreeing—that’s an art." Fortunately, the reasons-before-refusal plan 38 enables you to be empathic and artful in handling with bad news. Obviously, in
40 denial letters you will need to adopt the proper tone. Don’t blame on customers
41 or suggest that the customer does not read or understand what the contract or
42 relative policies, even if they are at fault. Avoid use "you" statements that
43 sound preachy. Instead, the safest path is to use neutral and objective
44 language to explain that why the claim must be refused. Sometimes you may
45 hope consider offering resale information to rebuild the customer’s confidence in your products or organization.
选项
答案HOPE
解析 根据句意，有时你也可以考虑为顾客提供再售的信息来重建顾客对你们产品或组织的信心。
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