[填空题] Denying Claims
Correct Customers occasionally want something they are not entitled to or that you
Their 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
39 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 pre

[填空题] Denying Claims
Correct Customers occasionally want something they are not entitled to or that you
Their 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
39 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 pre

[单项选择]Marketers should find out （）customers want
A. what   
B. which
C. that   
D. with

[单项选择]

There is no denying that students should learn something about how computers work, just as we expect them at least to understand that the internal-combustion engine (内燃机) has something to do with burning fuel, expanding gases and pistons (活塞) being driven. For people should have some basic idea of how the things that they use do what they do. Further, students might be helped by a course that considers the computer’s impact on society. But that is not what is meant by computer literacy. For computer literacy is not a form of literacy (读写能力) it is a trade skill that should not be taught as a liberal art.
Learning how to use a computer and learning how to program one are two distinct activities. A case might be made that the competent citizens of tomorrow should free themselves from their fear of computers. But this is quite different from saying that ail ought to know how to program one. Leave that to people who have chosen programming as a career. While programming
A. try to lay a solid foundation in computer science
B. be aware of how the things that they use do what they do
C. learn to use a computer by acquiring a certain set of skills
D. understand that programming a computer is more essential than repairing a car

[填空题]Sally occasionally calls her grandmother.
Sally ______ calls her grandmother.

[单项选择]Though even these buildings are occasionally threatened, their reputation does protect them to some extent（）
A. 虽然这些建筑不断地受到威胁，但它们的名气多少能保护它们。
B. 虽然这些建筑有时会受到威胁，但在某些方面它们的名气能保护它们。
C. 虽然这些建筑有时会受到威胁，但它们的名气多少能保护它们。
D. 虽然这些建筑不断的被威胁，但在某些方面它们的名誉能保护它们。