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1、國(guó)開(kāi)(中央電大)本科《商務(wù)英語(yǔ)4》形考任務(wù)(單元自測(cè)1至8)試題及答案 國(guó)開(kāi)(中央電大)本科《商務(wù)英語(yǔ)4》形考任務(wù)(單元自測(cè)1至8)試題及答案 (電大網(wǎng)上形考必備資料) 說(shuō)明：課程代碼：04012。 適用專(zhuān)業(yè)及層次：會(huì)計(jì)學(xué)、金融學(xué)、市場(chǎng)營(yíng)銷(xiāo)和物流管理本科。 平臺(tái)考試網(wǎng)址：http：//。 單元自測(cè)1 試題及答案 題目順序是隨機(jī)的，使用查找功能（Ctrl＋F）進(jìn)行搜索 [題目]— How would you like to go？ —__________________. [答案]I＇d like to fly to Frankfurt for a stay of two days

2、 [題目]____________ behalf of Vancouver CS Int＇l Trade Corp., I am pleased to invite you and your colleagues to visit us. [答案]On [題目]—__________________？ — I expect to depart for Frankfurt on Sunday, September 1st, any time after 13：00 pm. [答案]When do you plan to leave [題目]—__________________？ — Sure,

3、 no problem. First, go see Cindy and tell her where you＇re going and when. [答案]Can you fill me in [題目]—__________________？ — Yes, business class. [答案]Will you fly business class [題目]Can you fill me ____________ ？ I need some detailed information. [答案]in [題目]—Hey Kyle, guess what! The boss is sending

4、 me to Europe for a marketing seminar next month. —__________________You＇ve been itching to go on a business trip for months. [答案]Great! You must be happy. [題目]If you are intending ____________ just one Schengen country, you will need to apply for the Schengen visa directly with the embassy or consu

5、late of that particular country. [答案]to visit [題目]Many of the banks and travel services in the western countries provide convenience for the travellers by issuing traveller＇s ____________. [答案]checks [題目]Please ____________ an open return flight from Barcelona to Frankfurt. [答案]book [題目]The processi

6、ng time ____________ per embassy. [答案]varies [題目]Traveller＇s checks are generally ____________ small face value. [答案]of [題目]Travellers, when ____________ the checks, have to sign the checks in the presence of the bank or service clerks. [答案]buying [題目]We used to ____________ cash advances. [答案]have

7、[題目]You can download and print off the ____________ online. [答案]form 翻譯：為句子選擇正確的翻譯（每題10分）。 1. Can you fill me in？ {ABC} [答案]C. 你能向我詳細(xì)介紹一下嗎？ 2. Not all restaurants accept the card. {ABC} [答案]B. 并非所有酒店都接受此卡。 3. We used to have cash advances. {ABC} [答案]A. 我們以前是預(yù)支現(xiàn)金。 4. Let me know how you like livin

8、g out of a suitcase.{ABC} [答案]B. 到時(shí)候告訴我你是怎么帶著旅行包生活的。 5. It is very profitable for the issuing offices to finance the funds they collect by issuing traveller’s checks. {ABC} [答案]A. 對(duì)發(fā)行機(jī)構(gòu)來(lái)說(shuō)，發(fā)行旅行支票提供融資便利是有利可圖的。 完形填空：選擇正確答案，補(bǔ)全文章（每題10分）。 HOW TO SCHEDULE YOUR VISA APPOINTMENTPayment can be made with a

9、UnionPay debit card or in cash. You can {[答案]B. pay } directly through the website, the Call Center, or at a Citic bank ATM. If paying at a Citic bank branch, you can pay with a UnionPay {[答案]C. debit card} or with cash. If you prefer to pay in cash, the appointment website will produce a bank depos

10、it slip {[答案]A. based } on the type of appointment for which you have registeredthe deposit slip will indicate how much you must pay. You must print this bank {[答案]C. deposit slip} , log off the appointment site, proceed to a local Citic bank branch, present the bank deposit slip, pay the requested

11、amount, obtain an original bank receipt for the transaction, log back into the {[答案]A. appointment site } , and enter the bank receipt confirmation number into the requested field. 閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。 TRAVELLER’S CHECKMany of the banks and travel services in western provide a convenience for t

12、ravellers by issuing traveller＇s checks. Travellers, when buying the checks, have to sign the checks in the presence of the bank or service clerks. During the trip, travellers can cash the checks from the agencies of the bank or the travel service whenever they need after their counter-signatures ar

13、e recognized. A lot of travellers like to buy these checks as they don＇t have to take along much cash and worry about counterfeit signatures. The agencies will get back the money they have paid by sending the checks to the issuing offices.　 　Traveller＇s checks are generally of small face value, such

14、 as ten or twenty dollars, or five or ten pounds, for miscellaneous payments. There is no time limit for their circulation period. It is very profitable for the issuing offices to finance the funds they collect by issuing traveller＇s checks because they not only receive a service charge from the che

15、ck buyers, but they also don＇t need to pay any interest no matter how long the checks remain in circulation before clearing. This is why banks and travel services are willing to provide this convenience.　 1. It is convenient for the travellers to travel around the world as many banks and travel serv

16、ices issue travellers＇ checks. {[答案]T} 2. There are no signatures of travellers who have bought the checks.{ [答案]F} 3. Quite a few travellers like to buy the checks. {[答案]T} 4. Travellers do not worry about the circulation period of the checks as there is no time limit for it.{ [答案]T} 5. Banks and t

17、ravel services are reluctant to provide travellers＇checks.{ [答案]F} 閱讀理解：根據(jù)文章內(nèi)容，完成選擇題（每題10分）。 SCHENGEN VISA APPLICATION STEPSIdentify the country or countries you will be travelling to. It is particularly important to know which countries you are travelling to because it determines where and how you

18、 are going to send your application.● If you are intending to visit just one Schengen country, you will need to apply for the Schengen visa directly with the embassy or consulate of that particular country.● If you are intending to visit two or more Schengen countries, your application must be sent

19、to the embassy or consulate of the country that shall be your main destination.● If you are intending to visit several Schengen countries, but do not have a main destination, you should apply for the visa at the embassy or consulate of the first Schengen country on your travel itinerary.Fill out an

20、application form beforehand to obtain a Schengen visa. You can download and print off the form online.Prepare all the requirements for your Schengen visa application. Depending on the consulate or embassy, you are required to show the following documents：　　● A valid national passport● Evidence showi

21、ng the purpose of your trip (e.g. hotel reservations)● Proof of medical insurance● A round-trip travel ticket● Proof of fundsCheck the processing time to ensure you get your Schengen visa on time. The processing time varies per embassy, so it is important to take the processing time into account whe

22、n planning your trip. 1. This passage is mainly about {ABC}. [答案]C. how to apply for a Schengen visa 2. If you are intending to visit two or more Schengen countries, you will need to send your application {ABC}. [答案]A. to the embassy or consulate of the country that shall be your main destination 3.

23、 You can download and print off the form {ABC}. [答案]B. on the Internet 4. You are required to show the following documents EXCEPT {ABC}. [答案]C. a birth certificate 5. The processing time is {ABC} per embassy. [答案]A. different 單元自測(cè)2 試題及答案 題目順序是隨機(jī)的，使用查找功能（Ctrl＋F）進(jìn)行搜索 [題目]— Hello, is that Sail Movin

24、g Company？ — _________________？ [答案]Yes, this is Jack speaking. Thanks for calling. What can we do for you [題目]— How do you calculate the fee if we ask you to move the office furniture？ — _________________. [答案]The cost depends on the floor to move to, the distance between two places and the amount

25、 of the furniture to move [題目]— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this？ — _________________. [答案] Well, I wonder whether the recent layoffs are affecting the quality of our customer service [題目]— What does the customer＇s

26、 complaint say？ — _________________. [答案]He says he hasn＇t gotten back the monitor for repairs [題目]— What is the distance between the new building and your office？ — _________________. [答案]It is about 15 kilometers [題目]_________ the situation may be, make sure that you don＇t leave your customer with

27、 an unanswered question. [答案]Whatever [題目]Customers often remain _________ to a business that has excellent service even if their prices are high. [答案]loyal [題目]Customers won＇t find store clerks sitting around _________ . [答案]watching TV or playing cards [題目]If any of the articles are damaged during

28、 move, you may make a _________ for compensation with our company. [答案]claim [題目]If things have _________ , the person you＇re talking to will want to know the reasons. [答案]gone wrong [題目]Looking your customers in the eye shows that we are listening to them and hearing _________ . [答案]what they are s

29、aying [題目]Some of the customers＇ complaints seem _________ . [答案]unacceptable [題目]Some stores even offer _________ lanes for customers with 10 items or less to checkout quickly. [答案]express [題目]The American idea of customer service is _________ each customer the center of attention. [答案]to make [題目]

30、The customer service representative will often allow customers to exchange the product they bought or return it for a full _________ . [答案]refund 翻譯：為句子選擇正確的翻譯（每題10分）。 1. The American idea of custom service is to make each customer the center of attention.{A；B；C} [答案]A. 美式客服理念認(rèn)為每位客戶都是關(guān)注的焦點(diǎn)。 2. Man

31、y products come with a money-back guarantee.{A；B；C} [答案]B. 許多產(chǎn)品都有退款承諾。 3. Make sure to look your customers in the eye.{A；B；C} [答案]C.確保要直視顧客的眼睛。 4. Always look for ways to go above and beyond the expectations of your customers.{A；B；C} [答案]A. 一定要想方設(shè)法，超越顧客的期望。 5. The worst thing is that you discover

32、ed at the last moment there were missing parts in the order before shipment.{A；B；C} [答案]A.最糟糕的事情是，在裝船之前的最后時(shí)刻，你發(fā)現(xiàn)訂單貨物有遺漏。 完形填空：選擇正確答案，補(bǔ)全文章（每題10分）。 　　Customer service is the service or care that a consumer receives before, during and after a purchase. It＇s one of the factors that come in to play whe

33、n a consumer is determining buying value, the other is the quality of the product or service that is being {[答案]D. offered } .Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience.Top notch service will c

34、reate {[答案]E. loyalty} and a returning customer, which is what we all must strive for.Excellent customer service is {[答案]A. vital } to businesses today. It＇s a component that is often missing, unfortunately. How do you provide great customer service？ Always make your customer a {[答案] C. priority } .

35、 Greet them in a friendly manner, whether that be via telephone, email or in person. Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not {[答案]B. optional }；it＇s a requirement for busi

36、nesses to survive.選自：http：// ... ustomer-Service.htm 閱讀理解：根據(jù)文章內(nèi)容，把每一段和其所談?wù)摰脑掝}相匹配（每題10分）。 CUSTOMER SERVICE 1. The American idea of customer service is to make each customer the center of attention. And wherever you go, good customer service means making customers feel special.{ [答案]B. the American i

37、dea of customer service } 2. When customers get to a store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. Customers usually don’t have to ask

38、 how much items cost, since prices are clearly marked.{ [答案]D. honored guest } 3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line ups get too long. Some even offer express lanes for customers with 10 items

39、 or less. After they pay for their purchases, customers receive a smile and a warm thank you and have a nice day from the clerk.{ [答案]E. checkout service} 4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items like cars, compute

40、rs or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regularly include the motto, Your satisfaction is guaranteed. So if there is a problem with the product, customers can take it back. The customer service representative will often allow t

41、hem to exchange the item or return it for a full refund.{ [答案]A. satisfaction guaranteed } 5. Customer service in America grows out of the belief that the customer is always right. If a person receives poor service from a store, he probably will avoid shopping there in the future. On the other hand,

42、 customers often remain loyal to a business that has excellent service even if their prices are high.{ [答案]C. customer loyalty } 閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。 THE FEEL GOOD FACTOR IN CUSTOMER SERVICEA challenge in working in customer service is to ensure that you have focused your attention on the right

43、 key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good Factor. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds exp

44、ectations. Several key points are listed as follows：　　Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say I don’t know, but it should always be followed up by but let me find out or possibly but this person will be able to assis

45、t you. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don＇t care. Two of t

46、he most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.Nothing surprises your customers mo

47、re than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for. 1. The goal of customer service is to g

48、ive customers an experience that meets their expectations.{ [答案]F} 2. Leave your customer with an unanswered question is unacceptable.{ [答案]T } 3. Both positive body language and negative body language are necessary in customer service.{ [答案]F} 4. Eye contact is one of the most important aspects of

49、positive body language.{ [答案]T } 5. The underlined going the extra mile to help them in the last paragraph means going a long way to help them.{ [答案]F} 單元自測(cè)3 試題及答案 題目順序是隨機(jī)的，使用查找功能（Ctrl＋F）進(jìn)行搜索 [題目]— Could you be so kind as to turn down that rock n roll？ I＇m preparing for tomorrow＇s meeting report.

50、 — ______________. [答案]Sure. Sorry to disturb you [題目]______ has good reputation will sooner or later be successful in his business. [答案]Whoever [題目]Although he has sought to find a peaceful _____, he is facing more pressure from his business rivals. [答案]solution [題目]At the same time, the negotiator

51、 keeps things secret ____ would limit his/her ability to negotiate. [答案]that [題目]—Hello, this is Lucas Bowen. I＇d like to order some machines. —___________. When do you need them？ [答案]No problem [題目]—I＇ll also throw in the discount of 10% on your up front deposit. What do you think about this sugges

52、tion？ —______________. [答案]Ok, I think we＇ve both have done our best for this [題目]—I＇ll be away on a business trip. Would you mind signing for my express delivery？ —________________. [答案]I＇d be happy to [題目]In business，whatever you do, do not ____ illegal benefit. [答案]chase [題目]—Okay then, so to con

53、firm：a 6% discount but you pay all the shipping and installation costs. —____________. I＇ll call you tomorrow. [答案]That sounds all right [題目]That might be acceptable ______ you handle the insurance fees. [答案]if [題目]Their skill and ____ has got them on the sales team. [答案]enthusiasm [題目]They wanted t

54、o ______ a discussion on economics. [答案]initiate [題目]To attract investors, the government has _____ its tax and labor laws. [答案]adjusted [題目]We can＇t manage that ____ you pay for the installation. [答案]unless [題目]When the rest of the room ______ emotional, stay cool and use logic to negotiate and cl

55、ose. [答案]gets 翻譯：為句子選擇正確的翻譯（每題10分）。 1. By understanding how non-verbal communication works, a negotiator must be able to understand the information the other participants are giving out non-verbally.{A；B；C} [答案]A．通過(guò)理解非語(yǔ)言性交際如何起作用，談判者一定能夠理解其他參與者透露的非語(yǔ)言性信息。 2. Look the person in the eye with honesty a

56、nd respect.{A；B；C} [答案]B．誠(chéng)實(shí)而尊敬地注視這個(gè)人。 3. If possible, it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room.{A；B；C} [答案]B. 如果有可能，讓談判雙方花時(shí)間一起處于談判室以外的舒適氛圍，可能會(huì)有幫助的。 4. This is because whoever controls the start of the negotiations

57、 tends to control where they end.{A；B；C} [答案]C．這是因?yàn)闊o(wú)論誰(shuí)控制了談判的開(kāi)始，誰(shuí)往往就能掌控談判的結(jié)果。 5. The negotiation table can be loaded with agendas, egos and emotions.{A；B；C} [答案]A．談判桌承載著議事日程，自我意識(shí)和各種情緒。 完形填空：選擇正確答案，補(bǔ)全文章（每題10分）。 　　Another example is reading non-verbal communication. {[答案]B. Being able to } read the

58、non-verbal communication of another person can be a great asset in the communication process. By being aware {[答案]A. of } different signs and expressions {[答案]B. that } a person gives verbally and non-verbally, a negotiator can adjust his/her approach and the negotiation can go smoothly. If {[答案]C.

59、possible} , it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room. Being familiar with another person helps you to {[答案]A. sense } the differences between verbal and non-verbal communication within the negotiation atmosphere. 閱讀

60、理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。 THE GOLDEN RULES OF NEGOTIATINGThe art of negotiating is a difficult skill for most of us, even good salespeople. Here are three golden rules for you to follow：　　1. ALWAYS START THE NEGOTIATIONS.You must initiate the process. This is because whoever controls the start of the

61、negotiations tends to control where they end. If you let the other party start negotiations, you will be constantly giving up control, often without even realizing it. For instance, when you ask someone what his project budget is, you are allowing him to start the negotiations. You will then spend y

62、our time chasing his number rather than finding the best solution. So, never let the other party control the negotiations.2. ALWAYS NEGOTIATE IN WRITING.The purpose of negotiations is to arrive at a formal written agreement, not tell a story or spend time talking. From the first moment you begin a p

63、roposal, you should create a document and take it to the client. It will include all the points of agreement and become real to the prospective customer. Negotiating first and then having to create a document adds unnecessary time to a transaction. But if you build your written agreement as you nego

64、tiate, you are prepared to ask for a signature the moment the decision to buy is made.3. ALWAYS STAY COOL.The negotiation table can be loaded with agendas, egos and emotions. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes insanely inve

65、sted in personal agendas and useless emotions. Crying, getting angry and blowing off steam may make you feel good, but such behavior will not benefit you while negotiating. When the rest of the room gets emotional, stay cool and use logic to negotiate and close. 1. If you let the other party start n

66、egotiations, you will be completely grasp the control, often without even realizing it.{ [答案]F} 2. So, never let both parties control the negotiations.{ [答案]F} 3. Negotiating first and then having to create a document doesn’t need necessary time to a transaction.{ [答案]T } 4. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes wild or helpless during the negotiation.{ [答案]T } 5. When the rest of the r