单选题 What is the talk mainly about?

A、 Preparing a marketing plan
B、 Conducting a survey
C、 Interacting with clients
D、 Dealing with consultants

【正确答案】 C

【答案解析】解析：题目是在询问讲话的主旨，所以要仔细听段落的背景信息。讲话中提到“Today I'll bediscussing the most effective way of dealing with clients．”，即今天将要讨论的是跟顾客打交道的最有效的方法。所以正确选项是(C)Interacting with clients。

单选题 What does the speaker say employees should do when explaining services?

A、 Refer to a manual
B、 Keep statements simple
C、 Ask for contact information
D、 Use formal language

【正确答案】 B

【答案解析】解析：题目是在询问向顾客介绍服务内容时员工们应该做的事情，所以应该特别注意与题目的中心语explaining service相关的部分。发言人说，“…keep your explanations simple…”，即解释说明应该简明扼要。所以正确选项是(B)Keep statements simple。

单选题 According to the speaker, what will make customers feel comfortable?

A、 Using friendly facial expressions
B、 Offering them advice
C、 Meeting in private
D、 Talking to them over the phone

【正确答案】 A

【答案解析】解析：题目是在询问什么会使顾客感觉舒服，应该仔细听与题目的中心语customers…feelcomfortable相关的部分。发言人说，“…be sure to make your clients feel comfortable andat ease．You can do this by using a welcoming tone of voice and smiling．”，即应该让顾客感到舒服自在，接着又说可以通过热情的语调和微笑来达到这一目的。所以正确选项是(A)Using friendly facial expression。