Question

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．

Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.

Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾氣)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(責任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．

A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老練的), and efficiently is a valuable asset  to any organization

63. Good secretaries find it       to handle office calls well.

    A. very. boring           B. very important

C. quite necessary         D. extremely difficult

64. The underlined word "nmaround" here means       .

    A. a flat refusal              B. a not-so-warm welcome

    C . an unpleasant refusal                    D. an unhelpful response

65. In Laura's opinion a secretary can never be a good one until     .

    A. she often asks her boss how to answer a telephone call

    B. she knows how to please all the people

    C. she has the information that others need

    D. she can keep calm and never loses her temper

66. This passage is mainly about     .

    A. well-handled telephone calls                                

    B. an efficient office secretary called Laura Needham

    C. the importance of how office calls are dealt with

    D. a secretary being a valuable asset to her company

Answer 1

63—66 BDDC