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1、是英语专业 商务交际英语 （2） 试题I Multiple Choice (10 %)1. Which of the following would be the most effective title for a set of instruction?a. Using the Best Way coffee Maker b. Brewing a Pot of Coffee in your Best Buy Coffee Makerc. The best Buy Coffee Makerd. Operating Instructions2. Which is the best closing
2、 for a sale letter?a. Call today for a free catalog.b. Be sure to order our new catalog.c. Call me at 1-800-555-9876 for a free catalog.d. We look forward to your next order3. A graph provides a means for _.a. comparing datab. showing proportionsc. showing geographic relationshipsd. illustrating a p
3、rocedure or process 4. Which is not a question you would ask to determine whether your oral presentation requires visual aids?a. Will visual aids help clarify the message?b. Will visual aids add interest to the presentation?c. Will visual aids entertain my audience?d. Will visual aids help the audie
4、nce remember what is said?5. If someone talks about the pitch of a voice, he is referring to its_.a. accent b. clarity c. loudness or softnessd. highness or lowness 6. What part of the face provides the most nonverbal feelings ?a. The mouth b. The eyes c. The lips d. The color of the face 7. One of
5、the best ways to overcome poor listening habits is to_.a. use spare time to analyze, evaluate and review the message.b. judge the speaker as quickly as possible.c. listen only when new information is presented d. ask a lot of questions8. Which of the following is a guideline for effective participat
6、ion in a meeting?a. Improve decision making b. Be an active participantc. Arrive on timed. All of the above are guidelines.9. To analyze the job market, it is most important to gather information about_.a. specific companies to which you are applyingb. employment agencies that serve related fieldsc.
7、 publications that cover your fieldd. temp agencies 10. A functional order resume emphasizes_.a. the order of jobs held b. skills and capabilitiesc. educationd. the functions performed on a job II. TURE/ FALSE (10%)Write a T in the space provided if the statement is true. Write an F in the space if
8、the statement is false. Your judgment should be bases on your understanding of the course book.T/F _11. Manuals can be written for people at any level experience._12. In a persuasive message, you should start by stating your objective._13. Face your visual aids when you use them during your presenta
9、tion._14. If you have only a partial answer for a customer, it is best to wait until you have a complete answer, rather than bothering the customer with extra telephone calls._15. Even if many of your customers visit you for the same reason, it is best to listen to each one and determine each custom
10、ers purpose._16. Business frequently use color and furnishings as part of their business strategy._17. After two months, most of us will remember most of what we heard._18. Memorizing a presentation is usually an effective way to prepare for the delivery of an oral presentation._19. Tasks may be del
11、egated over the telephone, in a memo, or in a meeting. Use a meeting only if necessary._20. A job interview can help you determine if you want a particular position if it is offered to you.III. QUESTIONS AND SHEET ANSWERS (10%)21. What is the term used to describe the benefit that will appeal most t
12、o the reader?ANS:22. What is a service culture?ANS:23. What type of nonverbal symbol will people use to judge you if you are always late?ANS:24. When organizing a meeting, what is the first thing you should do?ANS:25. What are the three parts of a letter of application?IV. ERROR CORRECTION (10%)Rewr
13、ite the following short paragraph by identifying all errors and correcting them: I realize the company has a freeze on hiring, but I believe we could hire both a fall-time staff member and a temporary worker for same salary that our former staff member earned. The money spend on a temporary worker w
14、ould be good worth the goodwill we would created by answering our customers inquiries and complaints within four days. As you known, when we answer complaints and inquiries promptly, we encourage our customers to order from us again instead of turn to our competitions.V. READING COMPREHENSION (20%)R
15、ead the following two passages and answer questions.Passage one: The smart job-seeker needs to rid herself of several standard myths about interviewing. What follows is a list of some of these untruths and some suggestions to help you do your best at a job interview. Myth 1: The main of interviewing
16、 is to obtain a job offer. Only half true. The real aim of an interview is to obtain the job you want. That often means rejecting job offers you dont want! So, before you do back-flips for an employer be sure you want the job. Myth2: Always please the interviewer. Not true. Try to please yourself. G
17、iving answers that you think will suit a potential employer and practicing a policy of appearance are certain to get you nowhere. An effective interview(where you are offered the job or not) is like an exciting encounter in conversation with your seatmate on an airplane. Myth3: Never interrupt the i
18、nterviewer An exciting conversation always makes us feel freefree to interrupt, to disagree, to agree enthusiastically. So, when interviewing, try to be yourself. Employers will either like or dislike you, but at least youll have made an impression. Leaving an employer indifferent is the worst impre
19、ssion you can make. And the way to make an effective impression is to feel free to be yourself! Another silly myth. Dont be afraid to disagree with your interviewer in an agreeable way. And dont hesitate to change your mind. The worst that could happen would be that the interviewer says to herself “
20、Theres a person with an open mind!”36. By “myth” the author means_.a. an old traditional story or legendb. something that is unknownc. something false, that most people believe to be true37. According to the passage, if you looking for a job, your aim is in the interview is _.a. to obtain the job of
21、fered by the employerb. to obtain a desirable jobc. to let the employer understand your desire38. The right attitude for you is to _.a. please the potential employerb. avoid disagreement with the interviewerc. talk to your interviewer in a warm and friendly way39. When interviewing,_.a. try to be na
22、tural and relaxed b. keep an open mindc. dont interrupt the interviewer40. The best title for this selection would be_.a. The aim of Job-seeking b. Myths About Interviewing c. How to Obtain a JobPassage two: Technology plays a big role in customer service. The level of sophistication of any companys
23、 system will depend on the size of the company and the size of its customer base, but even the smallest company needs software for some type of customer relations management. The software provides a means for tracking all pertinent information about a customer, from product preferences to cyclical n
24、eeds (at what point during the year the customers buys certain items) to birthdays and anniversaries. The “personal touch” has always been an effective way to build customer loyalty, and todays technology makes it easier than ever. Customer relationship management enables companies to tailor service
25、s to particular customers. Caller ID enables you to see who is calling before taking the call so you can pull up files and be prepared to handle customer needs. Voice mail systems (As long as they are not too complicated or multi-layered) free front desk personnel for more productive assignments and
26、 channel customers more quickly to the people they are trying to reach. A well-designed and informative web page will save customers time and effort by giving them basic information. An efficient e-mail system will get employee bulletins and production information updates to all pertinent personnel
27、faster and at the same time. Cell phones, call forwarding and call waiting services allow customers 24-hours access. In short, advanced technology is now the norm for any business that wants to succeed.41. Why does technology play a big role in customer service?a. Technology makes it easier to deal
28、with data about customers.b. Companies have more time to deal with customers on a personal level.c. Customers are impressed with sophisticated technological systems.42. Customer relationship management simply means_.a. managing customer relationships with the companyb. managing personal occasions su
29、ch as birthdays and anniversaries c. keeping track of customers needs and patterns of behavior43. What is the advantage do not need to talk to the customers they do not like.a. Sales representatives do not need to talk to the customers they do not like.b. After seeing information displayed about the
30、 caller before taking the call, the receiver can be prepared.c. Customers can see who is calling them.44. Which of the following is not an advantage if having a voice mail system?a. Sales data can be pulled up more quickly. b. Personnel are freed to do other assignment that are more important.c. Cus
31、tomers reach the right person more quickly.45. Why is advanced technology now the norm?a. Most companies use it in one form or another b. It is considered to be normal.c. More than half of all customers prefer it.VI. TRANSLATION (15%)46. A description is a verbal and visual picture of something. You
32、 might be asked to write a description of an object or a mechanism, usually as part of a report or a manual. An object is something natural or synthetic that can be seen or touched, ranging from an apple, to a coffee cup, to a pencil. A mechanism is a synthetic object that consists of several moving
33、 parts working together to perform one or more tasks. A mechanism can be as simple as a pencil sharpener or as complex as a computer.47. Customer contact refers to maintaining customer satisfaction by communicating in a timely manner by whatever means is convenient for the customer. Returning teleph
34、one calls, message, and e-mail promptly is a critical means of ensuring the delivery of quality customer service. Determining what is timely, however, is up to you. The industry in which you work, the type of products or services you provide, and the type of customer all have an impact on how quickl
35、y a good customer service provider responds to communications from customers.48. Some people want to dominate conversations while others rarely say a word. An effective group leader tries to balance these contributionsto encourage extroverts to say less and introverts to say more. Without interventi
36、on, a meeting can become a platform for one persons point of view, thereby making a true consensus difficult to achieve.VIII. WRITING (25%)49.Rewrite the following letter. It projects a self-centered attitude, which may make some readers a little unhappy. Use the you-attitude to personalize it so th
37、at it sounds polite and does not cost the company a customer. (10%)Dear Customer, We have your request for a trial copy of cooking with the Experts, which we recently published. We regret to say that this book is temporarily out of stock. A copy will however go forward promptly when a new supply is
38、available. This should be approximately April 10.Sincerely 50. Write a letter to the boss of the shop which you worked for last summer. Ask him to write a letter of recommendation for you to Mr. Wang, the personnel manager at Parkson Department Store, Beijing. You are applying for a sales position i
39、n the Mens Clothing Department. Ask him to make a special mention of your skill as a salesman and ability to work with others. Do not forget to express your thanks and ask him to send the letter before a certain date. (15%) Answer Sheet I. MULTIPLE CHOICE (10%)1. b 2. c 3. a 4. c 5. d6. b 7. a 8. d
40、9. a 10. b II. TURE / FALSE (10%)11. T 12. F 13. F 14. F 15. T16. T 17. F 18. T 19. T 20. TIII. QUESTIONS AND SHORT ANSWERS (10)21. What is the term used to describe the benefit that will appeal most to the reader?the primary appeal22. What is a service culture?a combination of customer-focused atti
41、tude and policies.23. What type of nonverbal symbol will people use to judge you if you are always late?time24. When organizing a meeting, what is the first thing you should do?determine its objective25. What are the three parts of a letter of application?opening (opening paragraph), body and closin
42、g (closing paragraph)IV ERRPR CPRRECTION (10%)Rewrite the following short paragraph by identifying errors and correcting them:I realize the company has a freeze on hiring, but I believe we could hire both a full-time staff member and a temporary worker for the same salary that our former staff membe
43、r earned. The money spend on a temporary worker would be well worth the goodwill we would create by answering our customers inquiries and complaints within four days. As you know, when we answer complaints and inquiries promptly, we encourage our customers to order from us again instead of turning t
44、o our competitions.V. READING COMPREHENSTION (20%)Passage one: 36. c 37. b 38. c 39. a 40.bPassage two: 41. a 42. c 43. b 44. a 45.aVI. TRANSLATION (15%)描述是对某物的文字说明以及形象化的表现。你可能就一个物体或一个机械装置作出描述，通常是作为一个报告或操作手段的一部分。这个物体可能是一个天然或人工物体，它可以得见或摸得着，它可能一个苹果，一个咖啡杯，或一支铅笔等等。而一个机械装置是一个综合的物体，由几个运转部分组合在一起进行一种或多种工作。一
45、个机械装置可以像削铅笔器那样，也可以像一台计算机那样简单，也可以像一台计算机那样复杂。47与客户联系指用一切方便客户的方式与客户交流，让客户始终满意。及时回复电话、信息和电子邮件，这样是保证客户服务质量的很重要的手段。然而，什么是“及时”是由你来决定的。你所在的行业，你所提供的产品或服务的种类，这些对于一位优48一些人主导谈话，而另一些人则沉默言。一名有效的团队领导尽力使各人的贡献达到平衡鼓励话多者少言，话少者多言。没有这种干预，会议就会变成发表一人之见的讲台，使真正的意见一致难以实现。VIII WRITING （共25分）49. Rewriting the following letter.
46、 It projects a self-centered attitude, which may make some readers a little unhappy. Use the you-attitude to personalize it so that it sounds polite and does not cost the company a customer (10分)Dear Customer, We have your request for a trial copy of cooking with the Experts, which we recently publi
47、shed. We regret to say that this book is temporarily out of stock. A copy will however got forward promptly when a new supply is available. This should be approximately April 10. Sincerely Suggested key: Dear Mr. Johnson Thanks a lot of your interest in Cooking with the Experts. It seems that this e
48、xciting new book is attracting a god deal more attention than we predicated, and at the moment there isnt a single copy left. Naturally, we ordered a new printing before we ran out, and we expect to receive copies by April 10. To spend delivery, Im having your book sent directly from the printer, so you should have it by the ti
