Questions 16-22 · Look at the
lecture notes below. · Some information is missing．
· You will hear a lecturer giving tips on communicating with customers
over telephone． · For each question 16-22．fill in the missing
information in the numbered space using one or two words． · You
will hear the recording twice． Lecture Notes When doing
business over the telephone，you have to pay special a~ention to the listening
and speaking skills． Tip 1．Raise your(16)______and smile as you
speak； Reason：You don’t have the advantage of talking with them
in person． Effect：Giving your voice a(17)______& making
you sound cheerful． Although the customers cannot see your
smile，they can feel the(18)______through your voice． Tip
2．Remember and use the customers’names； Reason：People love
their names and love to hear their names． Effect:Making the
service more(19)______and(20)______． Dos：Listen closely to
catch the name/make a(21)______/write it down． Don’ts：Only be
concerned about impressing them or how to(22)______to them