题目

 听材料，回答问题。 So, if everyone is here, I'll make a start.<br />As you know, a few months ago we asked some consultants to do a survey of the way we answer<br />the telephone across the group.<br />They telephoned our offices and made inquiries as customers normally would.<br />Now, I'll begin with what they found out.<br />First of all, they found out that on average we answer the phone after four rings, which<br />isn't bad, but we can still improve on it.<br />Secondly, friendliness.<br />Now, although some offices scored as high as 8 out of 10 for friendliness, the consultants<br />only gave the company as a whole 6 out of 10.<br />On this point, they suggested that we use some good phrases on the phone.<br />I think we can choose some new hold music as well.<br />And finally, efficiency.<br />Now here, we did quite well.<br />However, there were one or two negative points which we still have to work on, such as always<br />remembering to ask the caller's name.<br />So, we need to do a lot of work.<br />So, if everyone is here, I'll make a start.<br />As you know, a few months ago we asked some consultants to do a survey of the way we answer<br />the telephone across the group.<br />They telephoned our offices and made inquiries as customers normally would.<br />Now, I'll begin with what they found out.<br />First of all, they found out that on average we answer the phone after four rings, which<br />isn't bad, but we can still improve on it.<br />Secondly, friendliness.<br />Now, although some offices scored as high as 8 out of 10 for friendliness, the consultants<br />only gave the company as a whole 6 out of 10.<br />On this point, they suggested that we use some good phrases on the phone.<br />I think we can choose some new hold music as well.<br />And finally, efficiency.<br />Now here, we did quite well.<br />However, there were one or two negative points which we still have to work on, such as always<br />remembering to ask the caller's name.<br />So, we need to do a lot of work. （1） When did the consultants do the survey?  A . Several months ago. B . Several weeks ago. C . Several days ago. （2） What was the company's score for friendliness as a whole? A . 8 out of 10. B . 7 out of 10. C . 6 out of 10. （3） How did the consultants suggest the company improve their friendliness?  A . By using classic music. B . By answering the calls cheerfully. C . By using some good phrases on the phone. （4） What did the company staff do well in?  A . How quickly they answered the calls. B . How efficiently they dealt with inquiries. C . How exactly they remembered the callers' names. 答案： A C C B

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