[填空题]
· Read the text below about how to deny customers’ claims.
· In most of
the lines 34—45 there is one extra word. It is either grammatically incorrect or
does not fit in with the meaning of the text. Some lines, however, are
correct.
· If a line is correct, write CORRECT on your Answer Sheet.
· If
there is an extra word in the line, write the extra word in CAPITAL LETTERS on
your Answer Sheet.
{{B}}
Denying
Claims{{/B}}
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 w