商务交际英语2

商务交际英语（2）

Class _________ Name __________

一 Choose the letter indicating the best choice to complete each sentence or answer each question:

1.Which of the following is NOT a component of an effective instruction?

a.Clear and limiting title.

b.Introduction and list of materials.

c.Audience of the instruction.

d.Numbered steps in sequential order.

2.If you want to compare one or more quantities with another, which of the following graphic

type can you use?

anization chart

b.Bar graph

c.photograph

d.table

3.If you want to use visual aids, you should ________.

a.Decide whether your communication requires visual aids

b.Choose the best visual aids

c.Prepare and present your visual aids

d.All of the above

4.In creating graphs, you should strive for ________.

a.Vividness of design

b.Colorfulness of design

c.simplicity of design

plicity of design

5.You should display your visual aids at the right time, because ________.

a.You need to have a rehearsal for your presentation

b.They will become a distraction if you are not ready to discuss their contents

c.You need to obtain your audience for your presentation

d.They will become a discouragement to the audience

6.Can a customer service provider reveal customers’ private information?

a.Yes, it is quite normal the reveal the customers’ private information.

b.No, it is considered unethical to reveal the customers’ private information.

c.Yes, the customer service provider can reveal the customers’ information at his will.

d.No, the customer service provider must pay the customers if he wants to reveal some

private information.

7.Which of the following is true about the non-verbal symbols?

a.Arriving late is a non-verbal symbol of time.

b.The distance between two people at a party is a non-verbal symbol of appearance.

c. A superior leaning back in a chair with arms crossed is a non-verbal symbol of touching.

d. A red chair in the cafeteria is a non-verbal symbol of body languag

e.

8.What is NOT included in the process of listening?

a.Hearing the message.

b.Focusing attention on the speaker and the message.

c.Understanding and remembering the message.

9.In planning a formal presentation, you can do the following EXCEPT ________.

a.Determining the objective, the mode of delivery and time available

b.Analyzing the audience

c.Gathering the information.

d.Trying to dominate the audience

10. Components of a process description refer to 1) a clear and limiting title 2) an introduction

3) ________ 4) a conclusion

a. an explanation

b. a step by step description

c. an overview

d. a proposal

二 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.

___ _ 1. In a persuasive message, the purpose of supporting information is to provide readers with more knowledge.

____ 2. Like a topic sentence, the introduction for a manual explains the topic and orients readers to what is to come.

___ _ 3. If you want to show lines of authority and relationships among departments, you can use an organization chart.

__ __ 4. A pie chart is a step-by-step diagram of a procedure of process.

______5.If the doctor is running late because he got stuck in traffic, it is best to just let the patient wait, rather than to let them know the doctor isn’t even in the office yet.

__ __ 6. Internal customers are less important than external customers.

_ __ 7. The Internet is a great source of information, but it has little to do with customer service.

_ ___ 8. Organizing information about yourself in one place helps you remember important facts as you write your resume.