1. (2019·江西) 请先阅读下面短文,掌握其大意，然后用方框中所给词的适当形式填空。每个词限用一次。

this;  explain;  skill;  say;  information;  than;  again;  polite;  available;  smile

    How you speak on the telephone is very important! If you use good telephone  , the caller will be happy. If not, they may not want to deal with(打交道) you or your company  .

    First, make sure you answer the call formally(正式地), giving your name and the name of your company.  will let the caller know that you are professional.

    You should also remember  as you speak, and use a friendly tone(语调). If you sound bored or too busy, the caller will think you are impolite.

    Your choice of words can make a big difference, too. For example, if have not heard what a caller  , it is much more polite to say "I'm sorry. Could you say this again, please?"  to simply say "What?"

    Similarly, if a caller asks to speak to someone, don't just say "yes" or "no". If the person is  , say that you will put the caller through to them. If they are unavailable,  where they are, and then take a message.

    In either situation, you will also need to get some  about the caller, such as their name or company. Make sure you get all that you need and, most importantly, ask for it  !