2. 外语
  3. • Look at the lecture notes below. • Some information is missing． • You will hear a lecturer giving tips on communicatin

• Look at the lecture notes below. • Some information is missing． • You will hear a lecturer giving tips on communicatin

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问题    • Look at the lecture notes below.
   • Some information is missing．
   • You will hear a lecturer giving tips on communicating with customers over telephone．
   • For each question 16-22．fill in the missing information in the numbered space using one or two words．
   • You will hear the recording twice．
                          Lecture Notes
   When doing business over the telephone，you have to pay special a~ention to the listening and speaking skills．
   Tip 1．Raise your(16)______and smile as you speak；
   Reason：You don’t have the advantage of talking with them in person．
   Effect：Giving your voice a(17)______& making you sound cheerful．
   Although the customers cannot see your smile，they can feel the(18)______through your voice．
   Tip 2．Remember and use the customers’names；
   Reason：People love their names and love to hear their names．
   Effect:Making the service more(19)______and(20)______．
   Dos：Listen closely to catch the name/make a(21)______/write it down．
   Don’ts：Only be concerned about impressing them or how to(22)______to them      
  
F：Those of us doing Business over the telephone have to pay special attention to the listening and speaking skills since we don’t have the advantage of talking with our customers face to face．It’s im portant to give those on the phone extra attention—listening to their voice，and sensing their emotion．You can’t observe their body language or their eyes like you can in person．A great method to use when talking on the phone is to raise your eyebrows and smile as you talk．It will give your voice a lift．It makes you sound very cheerful．The thing is，they can’t see you smile，so they have to hear the warmth of your heart through your voice．Another very important tip is to realize the value of remembering and using the name of the individual with whom you are talking．People love their names and love to hear their names．We use their names to make the service more personalized and more professional．Hearing one’s own name is music to one’s ears．Always be listening closely to catch the name and somehow make a mental note，or even quickly write it down so you won’t forget it．We have a tendency to be so concerned about impressing others with what we are going to say，or how we are going to respond to them，that the name escapes us．Big mistake．It’s not easy，but it is quite important．
选项
答案WARMTH
解析 尽管客户看不见你的笑脸，但是他们能够通过声音感受到你的热情(warruth)。  
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