第21题: [简答题]The first impression that a client receives about a business is very 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. 参考答案: 答案解析:客户对于公司的第一印象通常都是来自于电话联系。一个被告知“等待”的电话来访者会有一种他或她被遗忘或忽视的感觉。如果电话来访者受到了粗鲁的回答,他就会变得很愤怒。
client意为“顾客,客户,委托人
第22题: [单项选择]下列内容不属于个人史的是() A. 受教育程度 B. 习惯、嗜好 C. 工业毒物接触情况 D. 经济情况 E. 配偶健康情况 参考答案:E