商务交际英语(2)考试样题
2024年6月份考试 1114商务交际英语2综合复习题
商务交际英语（2）期末复习题一、单选题（共20题，40分）1、True professionals（）their best effort every day, with every customer every time.A、put forthB、put forwardC、put onD、put up正确答案：A2、An obstacle to the communication process is called（）.A、internal barrierB、communication barrier正确答案：B3、According to the course book, which of the following statements is NOT true letters that contain neutral or positive messages?（）A、The ending should be friendly, courteous and personable.B、The main idea can be presented at the end.C、Supporting information should be presented as much as possible.D、More information should be presented later.正确答案：B4、An effective manual may include （）.A、a detailed table or contentsB、an introductionC、tabs and dividersD、all of the above正确答案：D5、Every contact with customers should be courteous and professional，（）the contact is in person, over the telephone（）in written correspondence.A、either… orB、whether…orC、neither… norD、both… and正确答案：B6、Effective listeners also share the responsibility（）communication and overcome poor listening habits that inhibit good listening.7、A、aboutB、forC、ofD、on正确答案：B7、In order to plan a persuasive letter, the writer should （）.A、identify the objective and the main ideaB、determine the supporting informationC、adjust the content to the receiverD、all of the above正确答案：D8、— What's the problem, Harry?—（）.A、No problem.B、I can't remember where I left my glasses.正确答案：B9、Nonverbal communication is important（）.A、because it is the means used to reinforce your messageB、because it is the means used to contradict your messageC、because it is the means used to substitute for verbal messagesD、because it is the means used to establish your image正确答案：D10、（）is used to compare one or more quantities with another.11、A、A flowchartB、A pie chatC、A line graphD、A bar graph正确答案：D11、To communicate effectively, the sender must（）.A、use audience analysis, examine the message’s environment, encourage and interpret feedbackB、use audience analysis, read and listen effectivelyC、use audience analysis and overcome external and internal barriers to communicateD、speak and write clearly, and use proper equipment正确答案：C12、（）is used to provide a realistic view of a specific item or place.A、A mapB、A pictureC、A drawingD、A table正确答案：B13、A(n)（）contains important information or an explanation about the main idea of the message.A、opening paragraphB、developmental paragraph正确答案：B14、Which of the following is NOT the nonverbal symbol in written messages?（）A、Company logo.B、Letterhead stationary.C、Body language.D、Accuracy of content.正确答案：C15、If the customers trust you, they are （）to keep coming back.A、more likelyB、more possibleC、less likelyD、less possible正确答案：A16、Manuals are （）than instructions usually covering several related processes.A、longer but simplerB、longer and more complexC、shorter and simplerD、shorter but more complex正确答案：B17、A set of instructions explains how to perform a task, （）a process description explains how something works.A、whenB、whileC、beforeD、after正确答案：B18、— Could you tell me where Mr. Lake is?—（）.A、From England.B、At the office.正确答案：B19、—What about going for a walk?—（）.A、Why not? A good idea.B、That's all right.正确答案：A20、Which of the following is a receiver-oriented statement?（）A、I grant your request for vacation from the week of August 14th.B、Our company works hard to meet the needs of our customers.C、As our guest, you will receive the attention that you deserve.D、We make every effort to serve our clients efficiently and at their convenience.正确答案：C二、判断题（共15题，30分）1、People read a process description to learn how to perform a task.正确答案：错误2、Para-language is the study of how something is said.正确答案：正确3、A flow-chart is used to illustrate the steps in a new procedure.正确答案：正确4、It’s best to avoid drawing pictures for people whose first language isn’t English; they will more than likely be insulted.正确答案：错误5、When conversing with a coworker, the distance between the two of you sends a nonverbal message.正确答案：正确6、Cultural difference can be communication barriers.正确答案：正确7、If you are enthusiastic about your topic, you increase the probability of your audience becoming enthusiastic about it also.正确答案：正确8、When a hitchhiker raises an arm and fist, and extends a thumb he is using nonverbal communication that substitutes.正确答案：正确9、A service provider who makes a mistake is behaving unethically.正确答案：错误10、Visual aids options include posters and flip charts; transparencies, slides, and computer presentations; whiteboards, and handouts.正确答案：正确11、The stationary used for a company’s documents is a nonverbal symbol.正确答案：正确12、When communicating with other people, remember that everyone wants to feel valued, respected, and understood.、正确答案：正确13、To overcome diversity in the workplace,the best plan is to overlook difference.正确答案：错误14、An organization chart is used to show lines of authority and relationship among departments.正确答案：正确15、People read a process description to learn how to perform a task.正确答案：错误三、简答题（共6题，30分）1、【Translate the following sentences into Chinese】Problems make us feel paralyzed. When you meet a roadblock, it’s natural to throw your hands up and want to walk away. But next time you find yourself brainstorming on something and saying “We can’t because…” try starting the sentence “We can if…” instead.正确答案：各种问题麻痹了我们的神经。
7101商务交际英语(2)答案A卷徐薇
7101 A 浙江广播电视大学2006年1月期末考试商务交际英语（2）参考答案一. MULTIPLE CHOICE （10小题，每小题1分，共10分）Choose the letter of the best word or words to complete each sentence:1. a2. c3. d4. c5. d6. b7. a8. d9. b 10. c二、TRUE / FALSE （10小题，每小题1分，共10分）11. F 12. F 13. F 14. T 15. F16. T 17. T 18. F 19. F 20. T三、CASE ANALYSIS（10分）21. What if you became very sick at work? Your health----even your life----might depend on immediate help being nearby. For this reason, the company is offering training in CPR, or cardiopulmonary resuscitation, to all employees who work here. The course will be held on two Tuesday evenings from 6:30 to 9:30 am. There is no change. Many people have expressed an interest in the class, so sign up in the Human Resources office before the course gets filled. If you take the time to learn CPR, you may save someone’s life at work or at home!评分标准：短文中有5个错，找出错误5分；改正错误5分。
BEC二级模拟考试题和答案
BEC二级模拟考试题和答案BEC二级模拟考试题和答案BEC二级模拟考试题和答案一.READING PART ONE Questions 1-7 . Read these sentences and the share prices below. . Which stock market does each sentence(1-7) describe? . For each sentence markone letter (A ,B ,C or D) on your Answer Sheet. Example: The index went up more than one thousand. Answer A 1. The share prices were influenced by the improvement of the two countries relations. 2. Over the week ,turnover rose by T $ 5. 83bn. 3. Many people went to buy capitalization stocks. 4.In the beginning many foreign shareholders buy blue chips at high prices. 5. Price was lower after shareholders sold stocks in industrials to make profit.6. On Thursday price dropped and then rose again.7. The falling of composite index rose by 1. 3 per centon the week. A. Bangkok rose 2 per cent on the day and 3.4 per cent over the week as buyers moved in tolarge market capitalization stocks. The SET index rose 27.55 to 1,383.57 in turnover of Bt 8.5 bn, down from Thursday s Bt 10bn. B. Taipei was pulled lower by late profit-taking in industrials after Thursday s rebound ,and the weighted index fell 45.59 to 5,806.77, or 1.7 per cent, over the week. Turnover rose to T $41.51 bn from T $ 35. 78bn. C. Manila opened strongly on foreign buying of blue chips but dipped at the close as profits were taken. The composite index fell 10.07 to 2 ,907. 00 , 1.3 per cent higher on the week D. Hong Kong finished a mixed day slightly lower ,sapped by profit-taking on confirmation of US renewal of China s MFN trade status and concerns over the lower domestic property market. The Hang Sengindex fell 11.58 to close at 9,470.13, 1.7 per cent lower on the week. PART TWO Questions 8-12 . Read this letter to the editor of The Economist. . Choose the best sentence from the list A-I to fill each of the blanks. . For each blank (8-12) markone letter (A-I) on your Answer Sheet. . Do notmar4 any letter twice. . One answerhas been givenas an example. Sir- You state on February 13th that New Mexico has few naturalresources ,... ...example...... In 1991 New Mexico ranked fourth in the United States in production of natural gas , seventh in oil and tenth in non-fuel minerals ... ...8... ... Non-fuel minerals contributed about $ 1 billion and coal $ 509 million. Taxesfrom production of fuels and minerals, and lease payments on state lands have been set aside by legislative acts to endow two permanent funds worth about $ 5. 65 billion, ...... 9 ...... In addition, during fiscal year 1991 , payments to New Mexico from taxes on federal lands were S 108 million ,all earmarked for public education. ...... 10 ...... About $566 million came from taxes and permanent-fund earnings attributable to oil and gasproduction. ......11 ...... Tourism is an important industry in New Mexico, yet its economic impact on the public sector is dwarfed by that of mineral production. New Mexico came through the recent recession in much better shape than most other states. It does not havea deficit. ... ... 12... ... States that relyprimarily on a sales tax or on an income tax have big problems during economic downturns. Income growth per head in New Mexico averaged 6. 1/00 in the year to October 1992-one of the fastest growth rates in the United States. Charles Chapin Example :C A. It has a broadly based tax structure an important point. B. In 1992 it produced more oil than Colorado and Kansas combined. C. However, the extractive mineral industry in New Mexico is one of the state s strongest economic forces. D. During fiscal year 1992 New Mexico raised permanent funds worth about $6.1 billion. E. The combined value of oil and gas production was $ 2. 8 billion. F. Some 16, 000 employees work in the extractive industries and their wages are among the highest of any major industry. G. The $39 million earned by these funds in 1991 was used to finance education and other public services. H. Only S 25 million came from agricultural taxes. I. New Mexico s extractive mineral industries contribute about a third of thestate s $ 1. 9 billion general-fund income in fiscal year 1991. PART THREE Questions 13-20 . Read this letter about Compensation Trade ,and answer the following questions. Ministry of Foreign Trade 19th January , 1 993 Xi Changan Street Beijing , China Dear Sirs, This letter is in regard to the window glass business between our firm and the China National Light industrial Products Import & Export Corporation, Daren Branch and the Daren Window Glass Factory. 1. Our two sides sincerely worked in the past and the window glass business has already been done successfully. However, the quantity of products doesn t meet our requirements. This company wants to develop the trade and business further in this line. We now expect to begin working with all the other branches and window glass factories on the samebasis ,i. e. compensation trade. 2. For the U. S. A. market, we require very large quantities of small cut sizes. Therefore, we are asking your prompt assistance to help us out in expanding glass-cutting business. We would highly appreciate it if you take this matterinto consideration. We are certain that ,with your prompt cooperation, our purchases of Chinese window glass for sale in the U. S. A. market will veryquickly increase to a large and substantial volume. With the establishment of diplomatic relations between our two countries ,the time is now right for a very quick and large increase in trade between us. 3. For your information, we are doing everything possible to cooperate in achieving our mutual goal of making the window glass business a very large one. We have offered to purchase various equipment for your Dairen factory which will increase its products, improve quality and raise its efficiency. We have offered to accept payment for this machiner y in the form of buy-back of glass. We have also cooperated with the factory in making suggestions for better efficient packing and containerization. The factory has been very cooperative and receptive to our ideas. As we want to begin our business with the other branchestoo ,we plan to offer the same suggestions and proposals to purchase machinery for them. 4. Fromthis letter, you can see that we are very sincere in our desire for a long-term relationship between ourtwo countries and our firm and the various branches of the China National Light industrial Products Importand Export Corporation, Window Glass Departments . During our next visit to China, we will discuss the appointment of our firm as the exclusive agent for Chinese Window Glass in the U. S. A. market. Since we have discussed this question in the past ,we expectthat the official appointment of our firm as the exclusive agent will be made during our next trip. Thank you for your prompt attention to the above. Best regards. Sincerely yours , Norman Goldstein Associates , INC Questions 13-16 . For questions 13-16 ,choose the correct title for each paragraphfrom the box below. . For each paragraph(1-4) mark one letter (A-G) on your Answer Sheet. . Do not mark any letter twice. 13. Paragraph 1.......... .14. Paragraph 2.......... 15. Paragraph 3. .........16. Paragraph 4..... . . .. . A Our hope for along-term relationship B Our successful cooperationin the past C The diplomatic relations between our two countries D Our wish to increase the quantityof products E Our need of help in glass-cuttingF Our goal to make the window glass business largeG Improvement of equipment in Chinese factories Questions l7-20 . Using the information in thetest ,complete each sentence 17-20 ,with a phrase from the list below (A-G). . For each sentence(17-20) mark one letter (A-G) on your Answer Sheet. . Donot mark any lette r twice. 17. When we visit your country again next time ,we hope you 11. . . . . .18. On the basis of compensation trade ,we are going to. . . . . . 19. In order to enlarge our window glass business, we re doing our best to. . . . . .20. To other branches that have business with us, we ll. . . . . . A take this problem into consideration. B develop and expand the trade and business further. C make our company the sole agent in China. D offer to buy equipment for them. E accept payment for this equipment. F start cooperation with other branches and factories. Gcooperate with you and realize our common dream.PART FOUR Questions 21-35 . Read this advertisement a hat Fidelily Emerging Markets. . Choose the best word to fil1 each gap. . For each question (21 -35) mark one letter (A ,B,C or D) onyour Answer Sheet. . One answer has been given asan example. The dynamic developing economies of the world are ripe with potential. Not only havethey ... ...example... ... extraordinary levelsof ... ... 21 ... ... , but we believe this looks set continue , backed by ... ... 22 ... ... inflows of foreign investment. Fidelity Emerging Mark, Fundis ... ..23... ... to help you capitalize on this promising outlook. The ......24... ... to real success in Emerging Markets is research and resources, of Fidelity s foremost ...... 25 ...... As the world s largest ..... 26 ...... investment management organization , we can draw upon a (n) ... ... 27 .. ... network of offices covering developing economiesacross Asia ,Latin America and Europe. This local presence means we can ...... 28...... a hands-onapproach ,searching out a capitalizing oninvestment ... ...29... ... as soon as they come to light. As a result, Fidelity I become one of the world s ...... 30...... names in emerging stockmarkets : where we ......31...... manage 5pounds billion ? So act now to ......32...... out more about theFidelity Emerging Markets Fund ---and get the potential ofthese dynamic markets teamed with the strength of the Fidelity organization. For more ... ... 33 ... , call us , free of ... ... 34 ... ... , from any of the countries below. If you ... ...35... `..elsewhere ,please use the UK number or post or fax the coupon. Example: A. denied B. climbed C. demonstrated D. mentioned Answer: C 21. A.growth B. decrease C. height D. diminish 22. A.slow B. increasing C. reducing D. fast 23. A. thought B. designed C. considered D. supposed 24. A. road B. method C. reason D. key 25. A. words B. slogans C. ways D. strengths 26. A. independent B. wealthy C. prosperous D. national 27. A. intensive B. thick C. narrow D. extensive 28. A. move B.apply C. reply D. demand 29. A. situations B. disadvantages C. opportunities D. conditions 30. A. few B. many C. honourable D. leading 31. A.currently B. formerly C. recently D. likely 32. A. look B. discover C. find D. learn 33. A. news B. data C. information D. knowledge 34. A. money B.pay C. fee D. charge 35. A. live B. wait C. talk D. sleep PART FIVE Section A Questions 36-40 . Read this text about car sales in the world. . In most of the lines (36 -40) there is one extra word which does not fit in. One or two lines, however, are Correct. . If the Line is correct, put a tick (√ ) in the space on your Answer Sheet. . If there is an extra word in the line, write that word in the spaceon your Answer Sheet. Example : While new car sales in Japan are predicted to rise up by. . . up. . .5 per cent next year, 1990 s record of 5.1 million won t be exceeded. . . √. . .WORLD NEW CAR SALES36. New car sales fell down last year to a six-year low, but demand 37. is forecast to begin asustained period of growth in 1994 and 38. rose torecord levels through out the second half years of the 1990s 39. The short-term recoveryis being driven chiefly by a strong rise in the demand 40. in North America ,where new car sales are forecast to increase by 11 percent to 10. 46 million this year ,as well by the continuing expansion of demand in the Asia-Pacific region. PART FIVE Section B Questions 41-45. . The following is a business contract. . In each line there is one wrong word. . For each numbered line (41 - 45) write the correct word in the space on your Answer Sheet. Example : We have to hold you responsibility for the loss we ve been madeto sustain. . . responsible. . . This serves to authorize the Chairman of the F. T. Arbitration Commission to 41. appoint an arbitrator on behaveof this corporation to settle the dispute 42. existed between the plaintiff and thedefendant ,concerning the defendant s. 43. failure to meet their oblige under contracts concluded for the supply of 44. 8,000 metric tons of Aluminium ingots. Should the defendant failing to 45. appoint anarbitrator with in the time specific by the F. T. Arbitration . Commission ,this corporation would have an arbitrator appointed for the defendant.二. WRITING PART ONE Question 46 You work fora company which is going to buy a set of equipment from China. You are asked to translate a lot of specifications and instructions within four months, which is impossible. Therefor you decide to advertise for two experienced translators as soon aspossible. . Write a short note to Mr. Max Remington ,the Public Relation s manager. Ask for an advertisement for two translators. . Explain the reason. . Mention your urgency. . Write 30-40 words on your Answer Sheet. PART TWO Question 47 You work in the Market Survey institute. After careful research ,you receive four charts. Read the following charts which show , the trend of consumer confidence, real hourly wages, employment and credit development. The years are given ,while the other numbers are not presented. But the lines in the charts clearly show , the directions of development. . Usethe information in the charts to write a report (about 100- 120 words) analyzing the reason why the consumer confidence increases. . Write on your Answer Sheet.三.LISTENING PART ONE Questions 1-12 . Youwill hear three telephone conversations. . Write down one word or number in the numbered spaces on the forms below. Message One. Questions 1-4 MESSAGE Visiting City: Barcelona Main Features: 1. The Old City: old buildings 2. (1) ...... beautiful, magnificent 3. several (2)... ... restaurants food is cheap(3) ...... 4. Staying Hotel (4) ...... Message Two Questions 5-8 Hiring RegistrationDate : 5th Jan. Time : 10:30 Name of the customer : Kate (5). . . Contact No : (6). . . Service Details : l. An appartment near (7). . .street ,with air-conditioner and heating system . 2. Rent :on more than (8). . . a month ,including water and gas 3. Renting Period: about 1.5 years from February Message Three. Questions 9- 12Telephone Message Date : 1st April Time : 9:45Item : buying (9). . . Purpose : 10 for meetingroom, (10) . . . for the office Total money: (11)... Deadline for purchasing : before ( 12). . . ,April PART TWO Questions 13-22 Section OneQuestions 13-17 . You will hear five shortpieces. . For each piece decide where the speaker is. . Write one letter (A-H) next to the number of the piece. . You will hear the five pieces twice. 13. . . . . . . . 14. . . . . . . .15. . . . . . . . 16. . . . . . . .17. . . . . . . . places A on the plane B at the bank C at the airport D at the office Eat the theatre F at the hotel G at the customsH on the bus Section Two Questions 18- 22 . You wt71 hear another five short pieces. . For each piece decide what the speaker is going to do next. . Write one letter (A-H) next to the number of the piece. . You will hear the five pieces twice.18. . . . . . . . . . 19. . . . . . . . . .20. . . . . . . . . . 21. . . . . . . . . .22. . . . . . . . . . Next actions A to stop smoking B to fall into sleep C to leave acompany D to mail a parcel E to go shopping F to go to the beach G to resign from the office H to find a motel PART THREE Questions 23-30 . you will hear a report presented by a journalist from Tokyo. He talks about the difficult situations met by Japanese chemical groups. He gives some important figures of four biggest chemical groups in Japan. . you have to complete the sentences (23-30) by choosing the correct answer. . Mark one letter (A ,B or C).23. The crisis met by Japanese chemical groups is caused by, one of the reasons. A over capacity B high prices C high cost 24. The productions manufactured by Asahi Chemical, Japan s largest poly tyrene manufacturer take up of the market. A 12%B 25%C 26.6 25.________ is Japan s biggest plastics group. A Mitsubishi Kasei B Mitsubishi petrochemical C Mitsui Petrochemical industries 26. On Oct. 1st, Mitsubishi Petrochemical is going to merge with. A Kawasaki plant B Mitsui petrochemical C Mitsubishi Kasei 27. The dividend of remains the same as in last year. AMitsubishi Petrochemical B Mitsui petrochemical industries and Shin-Etsu C Sumitomo Chemical 28. chemical group is not explained in detail in this report. A Shin-Etsu B Mitsubishi Kasei CMitsui petrochemical 29. chemical group has the highest per share according to the report. A Mitsubishi Petrochemical B Shin-Etsu C Mitsui Petrochemical Industries 30. is going to open a new plant. A Shin-Etsu B Mitsui Petrochemical C Mitsubishi Petrochemical 答案：一. 阅读部分PART ONE 1. D 2. B 3. A 4. C 5. B 6. B 7. C PART TWO 8. E 9. G 10. I 11. F 12. A PART THREE 13.D 14.E 15. G 16. A 17. C 18.F 19.G 20. D PART FOUR 21. A 22. B 23.D 24. D 25. D 26.A 27.D 28. B 29.C 30. D 31. A 32.C 33. C 34. D 35.A PART FIVE Section A 36. down是多余,应删掉. 37. 没有多余的.词38. years是多余,应删掉. 39. the 是多余,应删掉. 40. 没有多余的词. Section B 41. behalve应改为behalf 42. exist应改为existing 43.oblige应改为obligations 44. failing应改为fail45. specific 应改为specified 二.写作部分PARTONE . Question 46 (Sample for reference) Dear Mr. Max Remington , As our company is purchasing a set of equipment ,a lot of materials -have to be translated, which is impossible to do within four months. Could you advertise for two experienced translators in the newspapers? It is urgent. PART TWO Question 47 (Sample for reference) Near the end of 1994, people suddenly become rich , buying a lot of things. We have received the report that the real hourly wages of workers become even less ,so they do not have enough money to buy so many things. Although the employment is rising towards the end of 1994 ,the growth is very slow. Therefore ,not many people find jobs to earn enough money to buy goods. Then where does the big consumer confidence come from? We have discovered that people overspend with various credit cards ,buying goods. And they are not worried about returning the borrowed money. This it is ourturn to be concerned about this kind of consumer confidence. 三.听力部分 1. Cathedral 2. museums 3. special 4. Barcelona 5. Murphy 6. 55322788 7.Sunny 8. 120pounds 9. coffee sets 10. 2 11.96pounds 12. 10th 13. F 14. H 15. B 16. E 17. C18. F 19. A 20. E 21.Hh 22. D 23. A 24. B 25.B 26.C 27. B Part One. Questions 1 to12.Message One. Questions 1 to 4. F1 : Goodmorning ,Garble Travel Agency. Can I help you?M1 :Yes , please. I d like to have some information about the city of Barcelona. I have 5 days holiday.F1 : Well, there are lots of places to visit in Barcelona. You could go to the Old City, which is the real Barcelona of many centuries ago. I think you d enjoy it. M1 : So there are many old buildings in the Old City? F1 : Yes ,and these old buildings are quite w6ll-preserved. And there s a cathedral near the Old City. It s very magniF1cent. M1 : I ve heard about it. Any place else? F1 : Well ,there re also several very interesting museums and a lot of good restaurants M1 : If I go to Barcelona ,where could I stay? Have you any suggestion? F1 : Well ,you d better stay at the Barcelona Hotel ,which is near the Old City. The food there is cheap and special as well.Message Two. Questions 5-8. M1 : Good morning. Can I help you? F1 : Oh, yes. I want to rent an apartment. My name is Kate Murphy. M1 : Is it K-A-T-E,M-U-R-P-H-Y. F1 : Yes , that s right. M1 : Then what kind of apartment do you prefer? F1 : Well ,l want to live near Sunny Street. M1 : Sunny Street ,right. Anything else? F1 : The rent should not be more than 120pounds a month ,including water and gas. I d like an air conditioner and heating system. M1 : How long are you going to rent it?F1 : About a year and a half, from February. M1 : Do you have the contact number? F1 : It s 55322788 M1 : OK! As soon as I find an apartment I will call you. F1 : Thank you. I m looking forward to your answer. Message Three. Questions 9 to 12. F1 : Yes ,Mr. Wilson. Chris speaking. M1 : Hello ,Chris. Could you buy some china for our meeting room? F1 : How much money do you want to spend? M1 : Er , f80 `for 10 coffee sets. What do you think. Fl : I ll manage. I suggest we buy two more sets for our office. M1 : Let s see... OK ! I agree. 12 coffee sets with96pounds. F1 : When do you want them? M1 : Before the 10th of April. By the way ,I want to look at the sample beforehand. F1 : OK! I will select some samples for you. M1 : Thank you. Bye. F1 : Bye-bye , Mr. Wilson. Part Two. Questions 13-22. Section One. Questions 13-17. Question Thirteen A couple called today and they said they couldn t arrive tonight. You re lucky to find this vacancy. This is a busy time of the year. Please fill out this registration card and be sure to list your car s license number. Question Fourteen There s no charger for transfers if you have paid your fares already. Would somebody give this young boy a hand? He s handicapped. I think you ll have to move over and let the young boy take this seat. Squeeze through! Question Fifteen Please sign your name on the check and don t forget the date. Then give me the checkand your driver s license. I ll give it to you in fifties. If you want to transfer your money from your savings account to the check account ,you have to fill out these slips as well. Question Sixteen Myname is Dan Sloan. I paid for two tickets by credit card by telephone about two weeks ago on June 2nd ,I remember. I hope they re good seats. They re about halfway up the first balcony. Question SeventeenIt s too bad that our flight is delayed for an hour. Our plane is supposed to leave at 9:10,but now it s already 10: 00. Let s go to Gate 2 and wait for the check-in. I m a little nervous. I am flying for thefirst time. Section Two. Questions 18-22... Question Eighteen I vote against visiting the mountains and riding horses. I was thrown from a horse last year. I vote that we go to the seashore. We could go swimming in the sea or take long walks along the beach and collect seashells. Question Nineteen Cigarettes will do no good to your health. And it s medically proven that they can cause lung cancer and a lot of other diseases. If you feel run-down without them ,I ll give you a prescription which will help you sleep. Question Twenty The Gamble Department Store has just opened a new shop near St. Maria Street. In the advertisement ,they re going to have a bigcelebration for the grand opening and the first one thousand customers can get free T-shirts. I want to get one. Question Twenty-one Eleven hours on the road is long enough for anyone, especially in this hot weather. I m anxious to get back to the family house. But I don t think we should overdo it. Let s rest for a while ,shall we? Question Twenty-two In the package ,there s a beautiful glass necklace. It s a birthday gift for my husband s sister who s living in Lincolnshire. I packed it very carefully, so I m sure it won t break on the way. But still I want to insure it for f25 just in case. Part Three. Questions 23-30. By Paul Abraham in Tokyo Results from Japan s largest petrochemicals companies for the year to March 3lst reflect the crisis facing a sector plagued by sluggish domestic demand ,overcapacity ,plunging prices and the appreciation of the yen. News of the sector s cire trading position follow this week s decision by Showa Denko to sell its polystyrene business. The company, a marginal manufacturer, sold its 30, 000 tones a year Kawasakiplant to Asahi Chemical, Japan s largest polystyrene manufacturer with capacity of about 333, 000 tones a year, equivalent to about 25 per cent of the market. The move was the latest in a series of alliances and mergers as the troubled industry restructures. Mitsubishi Petrochemical , the country s biggest plastics group , reported a loss of Y8,39bn ( $ 80m) compared with pre-tax profits last year of Y8.25bn. The group made an operating loss of Y13.8bn,the first since 1982. The poor result came despites cost-cutting measures, lower raw material prices ,and Y4bn worth of profits from equity sales. Turnover fell 12.2 per cent from Y372bn to Y326bn, as prices and volumes declined. Earnings per share, which reached Y52. 5 in 1991 , fell to a loss per share of Y9.44. The group, which is scheduled to merge with Mitsubishi Kasei on October 1st ,cut its dividend from Y8 per share to Y4. Mitsubishi Kasei s pre-tax profits fell 76. 8 per cent from Y9.3bn last year to Y2.2bn. The group reportedits first operating loss in 40 years at Y467m, and only managed to post positive pre-tax results byselling Y15. 7bn worth of equities. Turnover fell 1.8 per cent ,the fourth yearly decline ,to Y696bn. The dividend was halved to Y3 per share. Mr. Morihisa Takano ,managing director, said the newly merged group would generate pre-tax profits of Y10bn on sales ofY855 bn during the year to March 1995. He predicted petrochemicals prices would bottom out during the summer. No decision had been made about thedividend ,but the new company could pass it during the current year, he Pre-tax profits at Mitsui Petrochemical industries, Japan s biggest polyethylene maker, plunged 75 per cent from Y9bn to Y2. 26bn on sales down 9. 3 per cent at Y272bn. The company blamed poor demand for the slump which offset the benefits of cost-cutting measures. The dividend is unchanged at Y6 per share. The group forecast pre-tax profits for the current year marginally up at Y3bn on turnover ofY276bn. Shin-Etsu, one of Japan s biggest makers of polyvinyl chloride , reported profits down 26.1 per cent from Y17. 6bn to Y13bn. Sales increased 0. 2 per cent from Y275bn to Y276bn. Net profits fell 26. 6 percent to Y7.08bn, or Y21.85 per share. The group maintained the final dividend at Y3.75, making thefull-year pay out Y7.5 per share. Shin-Etsu forecast pre-tax profits for the current year of Y15.5bn on sales of Y277bn. The outlook for the petrochemicals industry remains bleak. The imbalance between supply and demand for ethylene, the basic building block of petrochemicals ,is about 2.8m tones of ethylene and is set to deteriorate further this year. A massive 700,000-tonne-a-year ethylene complex owned by Maruzen ,Mitsui Petrochemical and Sumitomo Chemical comes on stream later this year and Mitsubishi Petrochemical is also commissioning a new 300,000-tonne-a -year plant this year.。
电大2140《商务交际英语{ 2)》开放大学期末考试历届试题2020年1月(含答案)
attracting employees with global awareness. To ensure that we hire employees who will fit
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商务英语2期末考试试题及答案
商务英语2期末考试试题及答案_2021年1月3936国开电大商务英语2期末考试试题及答案2021年1月3936国开电大商务英语2期末考试试题及答案一、交际用语(每小题2分，共10分) 1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。
1.―___________________ ―We would like to get in with the fall publication，if possible. A.What product are we talking about?B.Which edition would you like your advertisement to appear in?C.How much do you plan to spend on advertisement? [答案]B2.―Your bank is huge!It must have many departments. ―___________________ A.It’s true.Our bank consists of many departments. B.Thank you，our bank is a small one. C.You are kidding!Our bank is a small one. [答案]A3.―___________________ ―It will take at least three weeks. A.When will you finish our TV commercial?B.How long did you finish our TV commercial?C.How soon will you finish our TV commercial? [答案]C 4.―You want to know about the value added tax，don＇t you? ―___________________ A.Yes，you need to introduce it for me. B.Yes，I must know everything about it. C.Yes，could you give me a brief overview of it? [答案]C 5.―So could you make an exception and accept D/P? ―___________________ A.I shall tell you frankly it would drastically increase our risk. B.Thanks，we are inclined to accept your price. C.Yes，we have already tried our best. [答案]A 二、选择填空(每小题2分，共30分) 6-20题：阅读下面的句子，从A、B、C三个选项中选出一个能填入空白处的最佳选项，并将答案序号写在答题纸上。
“商务交际英语(2)”考试样题(开卷)
商务交际英语（2）(开卷)考试样题I. MULTIPLE CHOICE（10小题，每小题1分，共10分）Choose the letter indicating the best choice to complete each sentence or answer each question:1.What is the main purpose of a process description?a.To enable the reader to describe things.b.To explain how something works.c.To describe what an object looks like.d.To describe the parts of a mechanism.2.Which of the following is required in all graphic aids?a. A unique number for referencing purposes and a title.b. A title and a graphic.c. A title and a source line.d. A unique number and a source line.3.The main difference among transparencies, slides and computer presentations is______.a.in how your audience sees the visual aidsb.in the time you use to prepare the visual aidsc.in how many visual aids your prepared.in the computer program you use to prepare the visual aids4.Which of the following is a good example of an apology made to a customer for a mix-up in an order?a.“I’m sorry about that. Let me see what you should have received and I’ll fix itfor you.”b.“Oh I’m sorry, that must have happened during the night shift. I can fix thatfor you.”c.“Well, I didn’t take your original order, but I can place a new order for you.”d.“Oh, one of the trainees probably input the order incorrectly. Sorry aboutthat.”5.What is especially important when talking on the telephone?a.Speaking clearly.b.Speaking more loudly than usual.c.Avoiding distractions.ing a conversational tone.6.When a verbal message and a nonverbal message disagree with each other, most of the time we ______.a.believe the verbal messageb.believe bothc.believe the nonverbal messaged.are confused7.Effective listeners ______.a.share the responsibility for communicating with the senderb.listen and focus elsewhere if they already know about the topicc.evaluate the sender and act accordinglyd.take notes on everything that is said8.The three main parts of an oral presentation are ______.a.an anecdote, a body and a summaryb.an introduction, a body and a summaryc. a quotation, an intermediate and a closingd.an introduction, a body and a closing9.Which nonverbal symbol has the greatest capacity to keep your audience involved?a.Good eye contact.b. A smile.c. A hand gesture.d.Casual clothing.10.Sending a follow-up letter after an interview shows ______.a.you are eager to pleaseb.you remember what you said during the interviewc.you know you are a serious contender for the positiond.you are interested in the job and want to know the decisionII. QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)11.What part of speech is normally used to begin each step in a set of instructions?ANS:12.How many sets of data should you present in one big bar graph at most?ANS:13.What is customer service?ANS:14.What are the three things that make up body language in nonverbal communication,?ANS:15. What is the first thing you should do in organizing a meeting,?ANS:III. READING COMPREHENSION （10小题，每小题2分，共20分）Read the following two passages and answer the questions.Passage One:Eye contact is a nonverbal technique that helps the speaker “sell” his or her ideas to an audience. Besides its persuasive powers, eye contact helps hold listener interest.A successful speaker must maintain eye contact with an audience. To have good rapport (关系) with listeners, a speaker should maintain direct eye contact for at least 75 percent of the time. Some speakers focus exclusively on their notes. Others gaze over the heads of their listeners. Both are likely to lose audience interest and esteem. People who maintain eye contact while speaking, whether from a podium (讲台) or from across the table, are “regarded not only as exceptionally well-disposed by their target but also as more believable and earnest.”To show the potency of eye contact in daily life, we have only to consider how passers-by behave when their glances happen to meet on the street. At one extreme are those people who feel obliged to smile when they make eye contact. At the other extreme are those who feel awkward and immediately look away. To make eye contact, it seems, is to make a certain link with someone.Eye contact with an audience also lets a speaker know and monitor the listeners. It is, in fact, essential for analyzing an audience during a speech. Visual cues from audience members can indicate that a speech is dragging, that the speaker is dwelling on a particular point for too long, or that a particular point requires further explanation. As we have pointed out, visual feedback from listeners should play an important role in shaping a speech as it is delivered.16.This passage is mainly concerned with ________.a.the importance of eye contactb.the potency of nonverbal techniquesc.successful speech delivery17.As emphasized in the passage, a good speaker must _______ most of the time.a.focus on his or her notesb.maintain direct eye contact with the audiencec.be very persuasive and believable18.The word “target” in the last sentence of the first paragraph can best be replaced by _____.a.“destination”b.“goal”c.“audience”19.In daily life, when the glances of two passers-by happen to meet, what will these two persons inevitably do?a.Smile to each other.b.Try to make a conversation with each other.c.Neither of the above.20.Eye contact with an audience, according to the author, doesn’t help the speaker to _______.a.control and interest the audienceb.analyze his audience when he is startingc.gain audience esteemPassage Two:More than 65 percent of a company’s business comes from current customers. Those customers are not easily replaced, so it is every company’s job to keep its current customers satisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers.In the fast-paced world of retail (零售), customer loyalty is especially important. So many stores are selling the same products that retailers have to offer customers something more. That something more is their customer service. Discount coupons(商家的优待券), valet parking（代客泊车）(where parking is a problem), and free gift wrapping are just some of the extras retailers now offer.Another important facet of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance. They should see them as an excellent opportunity for some free feedback, although it is true that a small percentage of customers do complain unjustly. But the vast majority of customers who complain are telling retailers what they need to hear. For this reason, retailers should (1) listen carefully, (2) respond positively, (3) admit a mistake immediately, or if a mistake has not been made, explain the reason for the confusion,(4) ask customers what they would like done, and (5) comply with their requests. Good customer service is the surest way to stand out from all of the other retailers.21. Why are current customers important to retailers?a.They shop at the same place from habit.b.They provide two-thirds of a company’s business.c.They are different from new customers.22. Many stores sell the same products. How can one retailer stand out?a.With discount coupons.b.Through heavy advertising.c.With the quality of its customer service.23. How can retailers get free feedback?a.By increasing profits.b.By paying attention to complaints.c.By promoting holiday sales.24.Most customers who complain are ______.a.doing it unjustlyb.just trying to get their money backc.telling the retailer what he should know25.If a mistake has not been made, a retailer should ______.a.offer a reason for the misunderstandingb.pretend it never happenedc.get an apology from the customerIV. TRANSLATION（4段短文，每段5分，共20分）Translate the following passages into Chinese:26. Listening carefully, using appropriate body language, and interpreting other people’s body language are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.27. Eyes provide a most revealing facial expression and often are called “the windows of the soul”. Eyes reveal feelings such as excitement, boredom, and concentration. Eyebrows also send various messages. Raised eyebrows may mean nervousness, surprise, or questioning, pinched together they may imply confusion or indecision.28. Use an agenda to determine and control the direction of the meeting. Problems arise when meeting participants stray from the topic---when attention drifts to peripheral issues or personal stories. Remain polite and friendly, but keep the group on track. When participants ramble, summarize what you think they have said and aska question to point them in a specific direction.29. A description is a verbal and visual picture of something. You 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 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.V. WRITING （30分）30.Rewrite the following letter so that it sounds polite and does not cost the company a customer. (10 分)Hints: Use you-attitude.Provide a self-addressed envelop.Ask him to check if his payment is actually past due.Invite him to come to the store again soon.Dear Customer,Our records prove that your June payment is past due. To preserve your credit rating, you must get that payment to us by next Friday. Thank you for your attention to this matter.31. Write a letter to your part-time supervisor, asking him to write a letter of recommendation for you because you think he is familiar with your abilities and performance. Asking him to make a special mention of your skill as a cashier and ability to work with others. Do not forget to express your thanks and ask him to send the letter before a certain date. (20分)“商务交际英语(2)”样题参考答案I. MULTIPLE CHOICE（10小题，每小题1分，共10分）Choose the letter indicating the best choice to complete each sentence or answer each question:1.b2. b3. a4. a5. a6.c7. a8. d9. a10. dII. QUESTIONS AND SHORT ANSWERS (20分)11. What part of speech is normally used to begin each step in a set of instructions?ANS: A verb.12. How many sets of data should you present in one big bar graph at most?ANS: Four.13. What is customer service?ANS: The performance of activities to ensure customer satisfaction.14. What are the three things that make up body language in nonverbal communication?ANS: Facial expressions, gestures and posture.15. What is the first thing you should do in organizing a meeting?ANS: Determine its objective.III. READING COMPREHENSION （10小题，每小题2分，共20分）Read the following two passages and answer the questions.Passage One: 16. a, 17. b, 18.c, 19.c, 20.bPassage Two: 21.b, 22.c, 23.b, 24.c, 25.aIV. TRANSLATION（4段短文，每段5分，共20分）Translate the following passages into Chinese:26.Listening carefully, using appropriate body language, and interpreting other people’s body language are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.对于良好的交流，仔细倾听，使用适当的肢体语言，解释他人的肢体语言等，都与话语清晰，用词恰当同样重要。
国家开放大学 2017商务交际英语(2) 考试真题
商务交际英语2考试题型说明考试题型与复习资料一致，共三大题，各大题分值说明如下：I . choose the best answer. 15题，每题2分，共30分II. true or false. 15题，每题2分，共30分III. cloze. Choose the best answer to fill in each blank 20题，每题2分，共40分2017交际2复习资料I.Choose the best answer1.Audiences expect messages to be delivered in clear, easy-to-understand, ______ ways.a.Visualb. visuallyc. visually-stimulatedd. visually-stimulating搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~2.Software often includes ___ charting programs.a.Built-in,b. build-inc. buildingd. built3.What four parts do graphics contain?a. A number, a title,b. A number, the graphic, the source linec. A number, the graphicd. A number, a title, the graphic, a source line4. A table is an arrangement of information that is organized in ____ and ____.a.Rowsb. columns. C. rows and columns. D. row and level5.An organization chart is used to illustrate the relationships and _____ and communicationamong employees and departments of an organization.a.Official lineb. official lines of authorityc. official levelsd. official levels ofauthority6. A flow chart is a step-by-step diagram of a ____.a.Procedure or process.b.Process and policyc.Procedure of all partsd.Process or whole7. A pie chart shows how the parts of a whole _____ and how the parts relate to one another.a.Deliverb. distributec. are distributedd. are distributingb.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~8. A line graph is useful for showing changes in _____ or _____ over time.a.Quality, valueb.Quantity, qualityc.Quantity, valued.Quality, data9.______ shows the movement of two or more quantities or values over time.a. A single-line graphb. A double-line graphc. A different-line graphd. A multiple-line graph10.____ compares only one set of data.a. A simple-bar graphb. A multiple-bar graphc. A line graphd. A diagram11._____ divides each bar into the parts that contributed to each total bar.a. A multiple-bar graphb. A simple-bar graphc. A broken-bar graphd. A stacked bar graphe.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~12.A screenshot is an image of a computer screen that is saved as a text or _____.a.Linesb. videosc. transparencyd. graphics file13.What does the word portrait orientation mean in Chinese?a.刻像b. 导向c. 竖排格式d. 横向14.Manuals are ____ instructions combined with explanation, descriptions, definitions, and otherrelated information.a.Sets ofb. columns ofc. lots ofd. plenty of15. A manual must have a clear title and must be well-organized and appropriate for ____.a.Objects. B. intended readers c. demographics d. subjects16.There are ___ types of description writing, they are _____, ____, ____.a.Three, object description, mechanism description, process descriptionb.Three, photos, mechanism description, process descriptionc.Three, maps, photos, imagesd.Three, process description, mechanism description, photose.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~17.a process is a series of events that _____ and result in a change or a product.a. happen at onceb. happen all of a suddenc. take place over timed. take place18. what are components of a formal object or mechanism description?a. clear and limiting title, part-by-part descriptionb. clear and limiting title, introduction and overviewc. clear and limiting title, introduction and overview, part-by-part descriptiond. .clear and limiting title, introduction and overview, part-by-part description, conclusion19. what is the feature of American economy?a. it is fast and freeb. it is steadyc. it is service-orientedd. it is for-profit.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~20. customers include ___ customers and ____customers.a. external, loyalb. internal, newc. old, externald. internal, external21. an internal customer is a supervisor or fellow employee who ____.a. works for the same company you do.b. come from different companies.c. works in different industriesd. works in different organizations.22. ____ is the ease with which customers can contact you.a. professionalismb. procedurec. verificationd. accessibility23. to be a good customer service provider, you need ____.a. to communicate with your supervisorsb. to communicate seldomc. to be accessible to your customers.d. to be accessible to your supervisors.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~24. never ____ the customer when you communicate with him or her.a. talk tob. talk down toc. follow upd. look into25. a salesperson can’t offer a free replacement for a ___ product.a. perfectb. lightc. ready-maded. defective26. some organizations ___ their employees to do whatever it takes to attract and keep customers.a. forceb. forbidc. empowerd. ask27. organizations ____ serving customers are said to have a strong service culture.a. resulted fromb. devoted toc. devoting tod. resulting from28. first impressions ____.a. are not importantb. are uselessc. are complicatedd. count29. pay attention to good ____ and dress appropriately for work.a. groomingb. impressionsc. interviewsd. interviewee30.be ready to make ____ arrangements for those customers who can’t wait.a. nob. postponedc. alternatived. important31. customer service providers have the ability to ____ of their customer contact.a. set the toneb. set the basec. set the policyd. cancel the ways32. what does observe mean in the sentence “the best policy is to observe a higher level of formality than you would ordinarily use”:a. watchb. understandc. look atd. follow33.____ or do your best to block out barriers to communication.a. maintainb. eliminatec. created. follow34. her fluent oral English makes an impression_____ that customer.a. withb. toc. downd. on搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~35. he always talks down to all his relatives, in other words, he ___ them.a. looks up atb. patronizesc. respectsd. speaks loudly to36. a message that is sent without words or in addition to words is called a ___.a. verbal messageb. messagec. photod. nonverbal message搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~37.spoken or written symbols___ nonverbal symbols.a. are opposite tob. are not equal toc. are accompanied byd. always agree with38. people’s opinions are based on ____ they observe and how they interpret them.a. verbal symbolsb. symbolsc. facial expressionsd. nonverbal symbols39. a ___ is the use of arms and hands to express an idea or a feeling.a. facial expressionb. touchingc. gestured. smile搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~40. the two types of listening ____ and ____ have different uses.a. extensive, intensiveb. extensive, activec. intensive, casuald. casual, active41.when you listen actively, your mind is ___ and absorbs what the speaker says.a. alertb. relaxedc. absentd. narrow42. however, a nonverbal message may not have a verbal ___.a. contactb. counterpartc. harassmentd. communication43. a briefing is a short presentation to ____ on business activities or procedures, etc.a. bring people up to dateb. bring people out of datec. bring people upd. bring people out44. analyze the expected audience ___ size, knowledge level, and demographics.a. in termsb. in terms ofc. in ways ofd. in formal ways of45.____ is the most effective mode of delivery.a. extemporaneous speakingb. memorizationc. textual presentationd. speaking46. ___ are the official record of the proceedings of a meeting.a. agendab. introductionsc. additional information\d. minutes47. the types of meeting include:a. to inform, to develop new ideab. to develop new idea, to make decision, to inform, to delegate work, to collaborate, to persuadec. to develop new idea, to make decision, to inform, to delegate work, to collaborate, to persuade to orderd. to develop new idea, to make decision, to delegate work, to collaborate, to persuade, to inform 搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~48. teamwork skills is a(an) ___ term for a set of interpersonal skills.a. old-fashionedb. complicatedc. umbrellad. easy49. a virtual team is one whose members don’t share a ___ work space but who work together using communications technologies.a. virtualb. physicalc. bigd. small50. school placement offices also may have access to computerized ___ that enable you to search for openings..a. proceduresb. programsc. advertisementsd. job banks51. knowing the ___ of your audience can help you adjust your speech for better understanding and reception.a. deliveryb. agec. professionsd. demographics52. _____ is another deterrent to effective listening. Worrying about a personal problem or daydreaming about more interesting ideas can cause your mind to wander.a. open mindb. fast readingc. mind wanderingd. narrow mind53. attorneys who interview potential jurors know that responses in a___, however unbiased the words sound, can indicate negative feelings toward the party he or she represents.a. cool or naïveb. naïve or sensitivec. cool or distantd. naïve or distant54. what if your customers are angry and dissatisfied?a. you should be insensitiveb. you should be courteousc. you should be formald. you should be distant55. who can notice and interpret the nonverbal cues of the message?a. angry customersb. active listenersc. casual lecturersd. casual audiences56. people can reveal their ___ through various facial expressions.a. handshakeb. gesturec. problemsd. feelings搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~57. when a coworker stand too ___ or too far from you, he or she probably thinks your relationship is on a different level.a. highb. lowc. closed. closer58. the ___ of that space ___ the activity and the relationship with the other people involved.a. zone, result fromb. space, depending onc. space, depend ond. zone, depending on59. ___ is common for most business meetings or____.a. intimate zone, gatheringsb. social zone, gatheringsc. personal zone, gatheringsd. public zone, gatherings60. ____ may indicate concentration or _____.a. gesture, focusb. crossed arms, withdrawalc. leaning forward, withdrawald. direct eye contact., withdrawalII.True or false1.If an apology is necessary, it is best to make one without blaming any specific person.2.When you leave a voice mail message, you should talk quickly so you don’t get cut off.3.The internet is a great source of information, but it has little to do with customer service.4.As long as you speak clearly, the qualities of your voice don’t matter to listeners.5.Speaking to a customer in person is the easiest way to communicate.6.Addressing customers by name creates a favorable impression.7.Clear enunciation is important when talking on the telephone because the other person can’t seeyour face.8.Touching is a type of nonverbal communication that can be used to reinforce.9.Paralanguage is the study of how something is said.10.The nonverbal symbol of eye contact often is used to regulate communication.11.Speakers may use nonverbal symbols to contradict a verbal message.12.When determining a person’s attitude, people base more of their opinions on words than onnonverbal symbols.13.When a hitchhiker raises an arm and fist, and extends a thumb, the hitchhiker is using nonverbalcommunication that substitutes.14.Staying calm and professional will help even an irate customer maintain control of his or heremotion.15.When making seating arrangements for a meeting, separate potential troublemakers.16.V olunteer activities can be listed in the work experience section of your resume.17.Effective meetings generally have only one objective.18.Effective leaders know productive meetings must be long.19.Active participants seldom accept ownership of a meeting.20.Because meetings are inexpensive, they often are used by organizations to make decision.21.Providing excellent customer service is a way for a company to distinguish itself from itscompetitors.22.Internal customers are not as important as external customers.23.It is acceptable to say “I’m not sure” to a customer’s inquiry as long as you reassure thecustomer that you will find the answer as quickly as possible.24.If a doctor is running late because she got stuck in traffic, her receptionist should let patientswait rather than let them know that the doctor isn’t in the office yet.25.In an apology, a customer service provider need not accept personal blame.26.Studies confirm that the design of a web site has an impact on whether customers decide tomake a purchase.27.The United States has a service-oriented economy.pany policies usually do not limit what employees can do to help customers.29.When saying no to a customer’s request, a customer service provider will find the customer tobe particularly receptive to the reason “it’s company policy”.panies view legitimate complaints as ways to improve their products.31.All your working experience can be listed in education part in your resume.32.Functional order means you can present your accomplishments or skills in order of theirimportance in your curriculum vitae.33.In order to develop or improve procedures, products, meeting to delegate work need to be held.34.Ad hoc committee means a permanent group meeting for a specific purpose.35.Impromptu speech is an ill-advised choice for delivery.36.Listening carefully, using appropriate body language, and interpreting other people’s bodylanguage are less important to good communication than speaking clearly and using appropriate words.37.You may be empathetic with the speaker by trying to understand the speaker’s perspective andemotions when you listen actively.38.Nonverbal symbols may not agree with verbal messages in some cases.39.Knowing your product or service adequately makes it easy to offer prompt answer to customerinquiries.40.A set of instructions explains how something happens, while a process description explains howto perform a task.III.Cloze. Choose the best answer to fill in each blank: 填写选项序号才有效A.Face the audience when1 ___ your visual aids. Audience members prefer to see the 2____ ofyou. Also, when you speak, the audience can hear you better when you are facing them rather than a screen. When using a pointer, hold the pointer in the hand3____ the visual aid. By4 ____ the pointer in that hand, you avoid turning your back to the audience. When using transparencies, read from your transparency while facing an overhead projector, rather than turning around to read from the screen. Likewise, when giving a computer presentation, read from your computer monitor 5_____ turning toward the projected image.a.Closest tob.Frontc.Holdinginge.Rather thanB. 1 _____ a customer service provider, you are likely to2 ____ customers from different culturalbackgrounds. Be aware that people with different backgrounds may have different expectations about customer service. If you deal often with customers from a particular culture, make an effort to learn about that 3 ___. 4____ occasional encounters with people from different backgrounds, the best policy is to be especially courteous and to observe a higher level of5 ___ than you would ordinarily use.a.Cultureb.Formalityc.Ford.Ase.Deal withC.Most of the time, people’s opinions 1___ the nonverbal symbols they 2 ___ and how theyinterpret them, studies have found that when judging attitudes, people base 93 percent of their judgments on nonverbal symbols and 7 percent on spoken words. Nevertheless, verbal and nonverbal symbols should be interpreted 3____ each other. People 4___ those symbols to 5___, contradict, substitute for, or regulate the verbal part of a message.a.Reinforceb.In relation toed.Observee.Are based onD. A formal oral presentation may last from 20 minutes to more than an hour. It may be deliveredto coworkers, clients, supervisors, or professional colleagues in conference rooms, auditoriums, or convention centers. Formal oral presentations 1____ more planning and preparation than short oral presentations. To prepare a formal oral presentation, you need to identify the2 ___ of your speech, analyze the audience, determine the time3___ for the speech, gather information, and 4___ an appropriate 5___ of delivery.a.Modeb.Requirec.Availabled.Objectivee.ChooseE.To 1____ actual job openings, go to school2______,3 ___ personal contacts, look in newspapersand professional magazines, use employment agencies or temp agencies, or 4___ the internet.If you ever worked as an intern with a company, check with your contacts there about the possibility of 5____.a.Check withb.Employmentc.Placement officesd.Searche.Locatef.搜答案就在“大象找答案”小程序，电大人都在用的搜题小帮手~F.Eyes provide a most 1___ facial expression and often are called the windows of the soul. Eyesreveal 2____ such as excitement, boredom, and concentration. Eyebrows send 3___ messages.4___ eyebrows may mean nervousness, surprise, or5 ___. Pinched together they may imply confusion or indecision.a.Raisedb.Variousc.Revealingd.Questioninge.Feelingsg.Every company has policies and procedures that 1 ___ how employees serve their customers.Remember that your responsibility 2___ an employee is to 3___ your organization’s policies and procedures and to follow them. In some cases, a company’s policies may 4____ what an employee can do for a customer. For example, a salesperson may not have the authority to offera free replacement for a defective product, or an account representative may need a supervisor’ssignature before he or she can carry out a large cash transaction5 ___ a customer.a.Asb.Forc.Limiterne.Be aware ofh.Spend at least a few minutes1 ___. Gather any needed tools, equipment, and materials. Ifpossible, perform the procedure you are2 ___ several times before you deliver your instructions.3___ you practice, try to imagine what questions your listeners will have. Make a note to address those questions in your instructions. Prepare a handout 4____ you think it will help listeners5 ___ or remember your instructions.a.Teachingb.Preparingc.Ifd.Ase.Understandi.The handshake is the most _1__ form of touching _2__ a business environment. The gesture__3__ used to greet someone and to close a discussion. A person who extends a firm handshake and simultaneously __4__ eye contact projects a cordial and confident image. However, a weak, soft handshake suggests listlessness __5__ mental dullness. A cold, wet handshake may indicate nervousness or a feeling of inferiority.a.Inb.Acceptablec.Ord.Ise.EstablishesJ another important aspect of an __1__ image is friendliness. _2__ is defined as supporting,helping or kindly. _3__ you send a nonverbal message that you are supportive, helpful, or kind, you are considered to be friendly. When you are congenial, cordial, pleasant, or kind to others, they are drawn to you. You send ___4__ messages that say friend when you smile; when you have a relaxed approach; and when you desire honest, open __5__.a.Feedbackb.Nonverbalc.Whend.Friendlye.Effective。
商务英语试卷二
Part I Multiple Choice (12×2’＝24’) Directions:● In each question, which phrase or sentence is correct?● For each question, mark the corresponding letter A , B or C on your Answer Sheet. 1.A Mike will be late for the meeting.B Mike will not be at the meeting.C Mike will be present at the meeting. 2.A The government wants people to travel by bus.B Bus service will be improved.C It will be more expensive to take a bus. 3.A Ask for our June catalogue and get some free stationary.B Buy a product in June and you will get a gift.C Order a pen before June and get another one free. 4.Mr. WrightA doesn ’t give presentation to large groups any more.B often gives presentation to large groups.C often gave presentation to large groups in the past.5.The company had problems withAproducing enough goods.B delivering enough goods.C selling enough goods. 6.B You should collect post and documents at the same time.C You must bring something in writing showing who you are.7.What do we know about Peter Wilson?A He was employed by Weston Motors in the past.B He used to work for Townley Vehicles.C He is applying for a job as a general manager.8.A Tea will be available during the meeting if required.B There is a tea break for participants in the afternoon.C Delegates can see a product demonstration while they have tea.9. Camera sales of Canon in New YorkThe above figure shows camera sales A a steady growth. B a sharp rise. C a gradual fall. 10.B John will be late for the meeting on Thursday.C John hopes to see Kate on Thursday. 11Ruth Smith isA. an accountant.B. a sales clerk.C. a secretary. 12B. That is me.C. This is Susan Smith speaking.Part II Reading Comprehension (18×2’＝36’)Section One:Directions: Read the articles below and choose the correct answer.INTERVIEWSPeople applying for jobs normally send in a copy of their CV. This should be used as a basis for questions from the interviewer.Interviewers find it useful to ask candidates about the way they behaved in difficult situations in the past, for example with an angry customer or colleague. These questions allow applicants to explain how they acted in a real-life situations and consequently, give clues as to how they would act again in similar situations. Candidates are likely to tell the truth as speaking from memory leaves little time to invent what happened .On the other hand questions which ask candidates to imagine how they would behave in a situation which they have probably never met are of little or no value, This is because they only provide answers about how candidates would hope to behave, and this might not match the actions they would actually take.In any interview candidates must be treated fairly, with questions asked in the same manner and with no candidate’s interview lasting considerably longer than any other’s. Candidates should always be given the opportunity to ask questions throughout the interview.Jan Godley, head of human Resources at Aspley Supermarkets says:‘A company needs staff not only who have the right qualifications and experience, but also who are happy to fit in with the company’s way of doing things. Our managers have to accept the idea that everyone working here is a colleagues (managers are always known by their first names),and that spending time actually in the store with colleagues and customers, rather than in their offices, is part of the job, For management posts, we organize pre-interview group exercises to measure team-working and leadership skills, sometimes along with activities to assess personal qualities.‘In all our interviews we pay attention to body language. It is natural for candidates to show signs of being nervous at an interview but most relax after a few minutes and become more confident. However, if the nervousness continues until the end of the interview, especially when difficult questions are asked, we would begin to have doubts about that candidate. Like all employers, we want to take on staff who are at ease with colleagues and customers so it is important to watch the way candidates behave, as well as listen to what they have to say.’1 .According to the article, why are questions about a candidate’s past behavior useful?A They prove the candidate will act appropriately in different circumstances.B They show the candidate can remember details of the situation.C They demonstrate how the candidate might act in the future.2. Why is asking candidates to imagine their reactions to a situation unhelpful?A Candidates may have no experience of this situation.B Candidates may act differently in the real-life situation.C Candidates may never meet such a situation.3. According to the article,A candidates should ask questions at the end of the interview.B interviewers should ask all the candidates the same question.C interviews should all last for roughly the same length of time.4. What does Jan Godley say about the managers in her company?A They must spend some time with customers in the store.B They must know the first names of all their staff.C They must spend most of their time in their offices.5. Management applicants at Aspley Supermarkets areA asked a number of questions about their personal qualities.B assessed on their ability to work within a group.C asked to say what leadership skills the job will require.Section Two●Read the advertisement below about health insurance.●Are sentences 6-13 ‘Right’or “Wrong’? If there is not enough information to answer ‘Right’or ‘Wrong’, choose‘Doesn’t say’.HEALTHSURE----for you and your familyMany health insurance policies only cover the payments you have to make when you go into hospital, but with Healthsure, you are refunded for routine visits as well. In addition, we guarantee to refund you within 2 to 4 weeks.Healthsure is an organization which puts the interests of its members before profits. This means we offer very low membership rates. On average, ￡1.40 is debited from your band account each week, so you won’t ever need to worry about forgetting to send payment.It’s easy to join Healthsure. Just fill in the application form and name the members of your family you wish to include on the policy. If you, your partner, or one of your children has to go into hospital, we will pay a daily allowance. These cash payments are not taxed, and we aim to deal with claims within 72 hours. So, why wait any longer? Apply now and benefit from our caring approach to health care.Phone us free on 0800 885511 (24-hour number) for further information from our customer service advisers.6.Healthsure makes direct payments to hospitals for its customers.A RightB WrongC Doesn’t say7.Healthsure makes an annual profit.A RightB WrongC Doesn’t say8.Customers must pay Healthsure monthly installments.A RightB WrongC Doesn’t say9.Healthsure will insure children and their parents on the same policy.A RightB WrongC Doesn’t say10.Tax is payable on the daily allowances customers receive.A RightB WrongC Doesn’t say11.Membership applications are approved in less than 72 hours.A RightB WrongC Doesn’t say12.You can contact Healthsure at any time.A RightB WrongC Doesn’t say13.Your belongings can be insured in Healthsure.A RightB WrongC Doesn’t saySection Three:Directions: Read the text below, make the correct choice from sentences A-G to fill each of the gaps. Do not use any letter more than once.How do you improve white collar productivity?For many years technological development was thought to be the key to improving productivity in the office. In the 1980s cheap small computers first appeared on desktops. Since then, these machines have caused a revolution in the way we work in the office.The power of personal computers has increased dramatically and uses of software have expanded too. Companies both large and small have spent large sums of money on improving office computer facilities.14)____. It seems that business has failed to apply the developments in technology to greater effect to increase the amount of time which office workers have available for non-routine tasks. To do this we need to understand how information is processed in business ventures.Typically information is first gathered, then processed and finally produced in its changed form as output. 15)____. Increasingly complex programs have been invented to feed ever more powerful processing systems.But what about output? A recent study by an American management institute shows that the processing of documents takes up 60% of office workers' time, 40% of labour costs and up to 10% of business income. 16)____. In fact, the international companies studied for the research show that this breakdown is true world-wide, wherever the company operates.Taking these findings into account, the management of documents has become extremely important. Documents support nearly all business transactions. They are increasingly the way to communicate with customers, suppliers and employees. It is therefore upon document output and distribution that we should focus. 17____.Unfortunately technological developments in equipment for document management seem more impressive than they really are. 18)____. New technological solutions are needed to tackle the problem, to help drive businesses forward to improve their productivity and output.Only now are we beginning to study business objectives and to structure technology to suit them. Our company is attempting to understand how people use technology and how it can be applied to business problems.A. These new methods of handling paperwork have already greatly improved efficiency.B. This would be a key way of improving white collar productivity.C. However this enormous investment has not improved productivity as expected.D. Laser printers have many limitations and photocopiers have few applications.E. Most technology has concentrated its attention on the first two of these stages.F. These figures are hardly surprising since documents convey nine-tenths of all information.G. Nevertheless it is an important way to improve business processes and workflow.Part III Close (15×1’＝15’)Read the article below and choose the best word to fill each gap from A, B, C, D.Who Benefits Most from Company Training?According to recent research, the better educated and the higher up the socio-economic scale you are, the more likely you are to be offered workplace training. And, incidentally, the more likely you are to then turn---(1)---the offer, pleading family and personal commitments or---(2)---of work. Less qualified staff, on the other hand, are offered fewer training opportunities, but are more eager to---(3)---them up. In fact, people with few or no educational qualifications are three times more likely to accept training when it is offered.In the majority of companies, more---(4)---are allocated to management training than to other areas. Employers---(5)---their better qualified staff as more important to the business, so they pay them accordingly and invest more in them in---(6)---of training. This is---(7)---by the fact that organizations are dependent on properly---(8)---managers making the right decisions. But this---(9)---may mean that companies are---(10)---other parts of the workforce down.The researchers found a growing demand for training among the lower-skilled. Unfortunately this demand is not being---(11)---by employers, even thought there are strong indications that companies would benefit from doing so. They also discovered that, despite the substantial---(12)---between the training provided for managers and that offered to other staff, there was still widespread endorsement of training.For the purpose of the research, training was defined as any---(13)---of planned instruction or tuition provided by an employer with the aim of helping employees do their work better. It therefore included a wide variety of approaches. On-the-job and classroom training---(14)---to be used equally by employers. But learning on the job, which involved observing a certain procedure and then practicing it, was easily the most popular method for all categories of employee. While many felt that learning from colleagues was best, very few---(15)---the internet as an effective way to train.Part IV Memo-writing (10’)•You are Henry Smith, a purchasing clerk. You have ordered some new office equipment. However, some of this equipment will arrive a week later than planned.• Write a memo to all staff:• Saying which equipment will be delayed• explaining when it will arrive• apologizing for the delayed• Write about 30-40 words on your Answer Sheet.Part V Letter-writing (15’)参考答案Part I Multiple Choice (12×2’＝24’)1. A2. C3. B4. C5. B6. C7. A8. B9. A 10. C 11. A 12. CPart II Reading Comprehension (18×2’＝36’)1.C2.B3.C4.A5.B6.B7.C8. B9.A 10.B11. C 12. A 13. C 14. C 15. E 16. F 17. B 18. DPart III Close (15×1’＝15’)1. C2. B3. C4. D5.B6. D7.C8.C9.B 10. A 11. D 12.B 13.C 14.B 15. A。
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湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题（开卷）注意事项一、将你的准考证号、学生证号、姓名及分校（工作站）的名称填写在答题纸的规定栏内。
考试结束后，把试卷和答题纸放在桌上。
试卷和答题纸均不得带出考场；二、仔细读懂题目的说明，并按题目的要求答题。
答案一定要写在答题纸的指定位置上，写在试卷上的答案无效；三、用蓝、黑圆珠笔或钢笔答题，使用铅笔无效。
Part I MULTIPLE CHOICES (10小题，每题1分，共10分)Directions: Choose the letter indicating the best choice to complete each sentence or answer each question:1. What is the main purpose of a process description?A. To enable the reader to describe things.B. To explain how something works.C. To describe what an object looks like.D. To describe the parts of a mechanism.2. Which of the following is required in all graphic aids?A. A unique number for referencing purposes and a title.B. A title and a graphic.C. A title and a source line.D. A unique number and a source line.3. The main difference among transparencies, slides and computer presentations is______.A. in how your audience sees the visual aidsB. in the time you use to prepare the visual aidsC. in how many visual aids your prepareD. in the computer program you use to prepare the visual aids4. Which of the following is a good example of an apology made to a customer for a mix-up inan order?A. “I’m sorry about that. Let me see what you should have received and I’ll fix it for you.”B. “Oh I’m sorry, that must have happened during the night shift. I can fix that for you.”C. “Well, I didn’t take your original order, but I can place a new order for you.”D. “Oh, one of the trainees probably input the order incorrectly. Sorry about that.”5. What is especially important when talking on the telephone?A. Speaking clearly.B. Speaking more loudly than usual.C. Avoiding distractions.D. Using a conversational tone.6. When a verbal message and a nonverbal message disagree with each other, most of the timewe ______.A. believe the verbal messageB. believe bothC. believe the nonverbal messageD.are confused7. Effective listeners ______.A. share the responsibility for communicating with the senderB. listen and focus elsewhere if they already know about the topicC. evaluate the sender and act accordinglyD. take notes on everything that is said8. The three main parts of an oral presentation are ______.A. an anecdote, a body and a summaryB. an introduction, a body and a summaryC. a quotation, an intermediate and a closingD. an introduction, a body and a closing9. Which nonverbal symbol has the greatest capacity to keep your audience involved?A. Good eye contact.B. A smile.C. A hand gesture.D. Casual clothing.10. Sending a follow-up letter after an interview shows ______.A. you are eager to pleaseB. you remember what you said during the interviewC. you know you are a serious contender for the positionD. you are interested in the job and want to know the decisionPart II TRUE / FALSE (10小题，每题1分，共10分)Directions: Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Y our judgment should be based on your understanding of the coursebook. ( ) 11. A manual is simply one very long set of instructions.( ) 12. Most process descriptions include a part-by-part description.( ) 13. A map is used to show geographic relationships.( ) 14. An internal customer is someone who works within the company.( ) 15. A service provider who makes a mistake is behaving unethically.( ) 16. Nonverbal symbols exist in both written and oral communication.( ) 17. Speakers can use nonverbal symbols to contradict a verbal message.( ) 18. When asked to speak without any notice, you make a textual presentation.( ) 19. To avoid making a mistake, sit before the key players choose their place.( ) 20. An attractive, well-written resume can lead to an invitation for a job interview.Part III QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分) Directions: Answer the following questions briefly and concisely.21. What part of speech is normally used to begin each step in a set of instructions?ANS:22. How many sets of data should you present in one big bar graph at most?ANS:23. What is customer service?ANS:24. What are the three things that make up body language in nonverbal communication?ANS:25. What is the first thing you should do in organizing a meeting?ANS:Part IV READING COMPREHENSION (10小题，每小题2分，共20分)III. READING COMPREHENSION （10小题，每小题2分，共20分）Directions: Read the following two passages and answer the questions.Passage One:Eye contact is a nonverbal technique that helps the speaker “sell” his or her ideas to an audience. Besides its persuasive powers, eye contact helps hold listener interest. A successful speaker must maintain eye contact with an audience. To have good rapport (关系) with listeners, a speaker should maintain direct eye contact for at least 75 percent of the time. Some speakers foc us exclusively on their notes. Others gaze over the heads of their listeners. Both are likely to lose audience interest and esteem. People who maintain eye contact while speaking, whether from a podium (讲台) or from across the table, are “regarded not only as exceptionally well-disposed by their target but also as more believable and earnest.”To show the potency of eye contact in daily life, we have only to consider how passers-by behave when their glances happen to meet on the street. At one extreme are those people who feel obliged to smile when they make eye contact. At the other extreme are those who feel awkward and immediately look away. To make eye contact, it seems, is to make a certain link with someone.Eye contact with an audience also lets a speaker know and monitor the listeners. It is, in fact, essential for analyzing an audience during a speech. Visual cues from audience members can indicate that a speech is dragging, that the speaker is dwelling on a particular point for too long, or that a particular point requires further explanation. As we have pointed out, visual feedback from listeners should play an important role in shaping a speech as it is delivered.26. This passage is mainly concerned with ________.A. the importance of eye contactB. the potency of nonverbal techniquesC. successful speech delivery27. As emphasized in the passage, a good speaker must _______ most of the time.A. focus on his or her notesB. maintain direct eye contact with the audienceC. be very persuasive and believable28. The word “target” in the last sentence of the first paragraph can best be replaced by _____.A. “destination”B. “goal”C. “audience”29. In daily life, when the glances of two passers-by happen to meet, what will these two personsinevitably do?A. Smile to each other.B. Try to make a conversation with each other.C. Neither of the above.30. Eye contact with an audience, according to the author, doesn’t help the speaker to _______.A. control and interest the audienceB. analyze his audience when he is startingC. gain audience esteemPassage Two:More than 65 percent of a company’s business comes from current customers. Those customers are not easily replaced, so it is every company’s job to keep its current customerssatisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers.In the fast-paced world of retail (零售), customer loyalty is especially important. So many stores are selling the same products that retailers have to offer customers something more. That something more is their customer service. Discount coupons (商家的优待券), valet parking（代客泊车）(where parking is a problem), and free gift wrapping are just some of the extras retailers now offer.Another important facet of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance. They should see them as an excellent opportunity for some free feedback, although it is true that a small percentage of customers do complain unjustly. But the vast majority of customers who complain are telling retailers what they need to hear. For this reason, retailers should (1) listen carefully, (2) respond positively, (3) admit a mistake immediately, or if a mistake has not been made, explain the reason for the confusion,(4) ask customers what they would like done, and (5) comply with their requests. Good customer service is the surest way to stand out from all of the other retailers.31. Why are current customers important to retailers?A. They shop at the same place from habit.B. They provide two-thirds of a company’s business.C. They are different from new customers.32. Many stores sell the same products. How can one retailer stand out?A. With discount coupons.B. Through heavy advertising.C. With the quality of its customer service.33. How can retailers get free feedback?A. By increasing profits.B. By paying attention to complaints.C. By promoting holiday sales.34. Most customers who complain are ______.A. doing it unjustlyB. just trying to get their money backC. telling the retailer what he should know35. If a mistake has not been made, a retailer should ______.A. offer a reason for the misunderstandingB. pretend it never happenedC. get an apology from the customerIV. TRANSLATION（4段短文，每段5分，共20分）Directions: Translate the following passages into Chinese:36. Listening carefully, using appropriate body language, and interpreting other people’s bodylanguage are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.37. Eyes provide a most revealing facial expression and often are called “the windows of thesoul”. Eyes reveal feelings such as excitement, boredom, and concentration. Eyebrows also send various messages. Raised eyebrows may mean nervousness, surprise, or questioning, pinched together they may imply confusion or indecision.38. Use an agenda to determine and control the direction of the meeting. Problems arise whenmeeting participants stray from the topic---when attention drifts to peripheral issues or personal stories. Remain polite and friendly, but keep the group on track. When participants ramble, summarize what you think they have said and ask a question to point them in a specific direction.39. A description is a verbal and visual picture of something. You might be asked to write adescription 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 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.Part VI WRITING (2大题，40题10分，41题20分，共30分)40. Rewrite the following letter so that it sounds polite and does not cost the company a customer.(10 分)Hints: Use you-attitude.Provide a self-addressed envelop.Ask him to check if his payment is actually past due.Invite him to come to the store again soon.Dear Customer,Our records prove that your June payment is past due. To preserve your credit rating, you must get that payment to us by next Friday. Thank you for your attention to this matter.41. Write a letter to your part-time supervisor, asking him to write a letter of recommendation for you because you think he is familiar with your abilities and performance. Ask him to make a special mention of your skill as a cashier and ability to work with others. Do not forget to express your thanks and ask him to send the letter before a certain date. (20分)湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题答题纸Part I. MULTIPLE CHOICES (10小题，每题1分，共10分)1. 2. 3. 4. 5.6. 7. 8. 9. 10.Part II. TRUE OR FALSE (10小题，每题1分，共10分)11. 12. 13. 14. 15.16. 17. 18. 19. 20.Part Ⅲ. QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)21.22.23.24.25.Part Ⅳ. READING COMPREHENSION (10小题，每小题2分，共20分)Passage 126. 27. 28. 29. 30.Passage 231. 32. 33. 34. 35.Part V. TRANSLATION (4段短文，每段5分，共20分)36.37.38.39.Part VI. WRITING (2题，40题10分，41题20分，共30分) 40．41．湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题标准答案及评分细则Part I MULTIPLE CHOICES (10小题，每小题1分，共10分)Choose the letter indicating the best choice to complete each sentence or answer each question. Your judgment should be based on your understanding of the course book.1. B2. B3. A4. A5. A6. C7. A8. D9. A 10. DPart ⅡTRUE/FALSE (10小题，每小题1分，共10分)Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book.11. F 12. F 13. T 14. T 15. F16. T 17. T 18. F 19. F 20. TPart Ⅲ QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)21. What part of speech is normally used to begin each step in a set of instructions?ANS: A verb.22. How many sets of data should you present in one big bar graph at most?ANS: Four.23. What is customer service?ANS: The performance of activities to ensure customer satisfaction.24. What are the three things that make up body language in nonverbal communication?ANS: Facial expressions, gestures and posture.25. What is the first thing you should do in organizing a meeting?ANS: Determine its objective.Part Ⅳ READING COMPREHENSION (10小题，每小题2分，共20分)Read the following two passages and answer the questions.Passage 126. A 27. B 28. C 29. C 30. BPassage 231. B 32. C 33. B 34. C 35. APart V TRANSLATION (4段短文，每段5分，共20分)Translate the following sentences into Chinese.26. Listening carefully, u sing appropriate body language, and interpreting other people’s bodylanguage are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.对于良好的交流，仔细倾听，使用适当的肢体语言，解释他人的肢体语言等，都与话语清晰，用词恰当同样重要。