商务交际英语(1)考试样题与讲评
湖南广播电视大学开放教育英语专业专科
商务交际英语（1）考试样题与讲评
本课程终结性考试以测试读、写技能为主，考试内容包括课程中有关的商务知识及技能运用。
考核对象是广播电视大学英语专业专科商务方向学生。
课程终结考试占课程总成绩的70%。
课程终结考试形式为笔试，闭卷。由中央电大统一命题，在同一时间全国统一考试，考试时间为90分钟。试卷分为五部分，卷面分值为100分：第一、二部分为基础知识，占20分，主要考查学生对商务交际英语基础知识的掌握；第三部分为阅读理解，占20分，主要考查学生的阅读能力；第四部分为翻译，占20分；主要考察学生的翻译能力；第五部分为写作，占40分，主要考查学生用不同商务文体进行英语写作的能力。
本课程终结考试的命题依据为中央广播电视大学开放教育英语专业专科商务英语方向的教学计划、课程大纲和课程教材——《商务交际英语》（上册）。
本课程考试重点测试学生用英语进行商务交际的基本能力。学生应掌握适应不同商务交际目的和不同场合的正确的书面交际的基本技能；能通过阅读获得主要的商务信息；并能进行英译汉段落翻译；用英语写作不同的商务文体。
根据教材所涵盖的有关题目，交际功能以及与教材难度相当的语言材料命题，涉及教材的内容不少于60%。
本课程终结考试为闭卷考试，考生不得使用任何形式的参考资料、电子读物或工具书。
试卷结构、记分与时间分配等见下表
模拟试题：
第一部分是选择填空，测试的内容是有关商务英语交际的基础知识。每题1分，共10分。
1. Which of the following is NOT an external barrier to communication?
A. Motivation or interests.
B. Environmental factors such as lighting and heat.
C. A closed or authoritarian climate.
D. An open climate in which communication flows easily.
题目问的是哪一项不属于交际的外部障碍，B, C, D 三项都是外部障碍，只有A项是内部障碍，答案是A。
2. What is NOT included in the purpose of communication?
A. To establish goodwill.
B. To build self-esteem.
C. To obtain information.
D. To practice using language accurately.
题目问的是哪一项不属于交际的目的，A，B，C 三项都是交际的目的，答案是D。3. If verbal and non-verbal symbols in the sender’s message conflict, receivers generally ________.
A. believe the non-verbal symbols over the verbal symbols
B. believe the verbal symbols over the non-verbal symbols
C. don’t know which to believe
D. believe both the verbal and non-verbal symbols
题目问的是，如果言语与非言语交际传达的信息不同，听者会相信哪一个。答案是A，听者会更相信非言语信号所发出的信息。
4. To communicate effectively, the sender must ________.
A. use audience analysis, examine the message’s environment, encourage and interpret feedback
B. use audience analysis, read and listen effectively
C. use audience analysis and overcome external and internal barriers to communication
D. speak and write clearly, and use proper equipment
题目问的是为了有效交际，信息发出者应该怎样做，答案是C。
5. When communicating with other people, remember that everyone wants to feel ________.
A. admired and cared for
B. understood and important
C. important, competent, and admired
D. valued, respected, and understood
题目问的是交际中人们期望什么。答案是D。
6. Which of the following statements about body language is true?
A. People from different cultures interpret body language in different ways.
B. Basic body language is universal; it means the same to all people.
C. Facial expressions are universal, but gestures are less so.
D. Friendly body language is all the same; unfriendly or threatening gestures vary.
题目问的是有关肢体语言的问题，不同文化背景的人肢体语言也各不相同，答案是A。
7. 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.
题目问的是关于you-attitude 的问题，只有C是从听者的角度出发的，因此答案是C。
8. What is NOT included in the stage of planning a message?
A. To identify the objective.
B. To determine the main idea.
C. To choose supporting information.
D. To evaluate the message.
题目问的是计划写作时应注意的问题，D不是计划阶段做的事，答案是D。
9. Which of the following is NOT included in the common abuses of memos?
A. Written too frequently.
B. Written to gain attention.
C. Written to express one main idea.
D. Written by a committee.
这是关于备忘录被滥用的问题，C不属于滥用，答案是C。
10. According to the course book, which of the following statements is NOT true in 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.
这是关于含有中性或积极信息信函的问题，这应采取直接顺序，因此B是不对的，答案是B。
模拟题第二大题是对错选择。每小题1分，共10分。要求做题时，按照题目意思，根据教材内容，在意思正确的句子前面标上“T”，错的就写上“F”。
现在我们分析以下这10道对错选择题：
11. The primary participants in the communication process are senders and receivers.
______
12. All business messages should promote goodwill. ______
13. Once you run your word processor’s spell check er, your writing will be free of spelling
errors. ______
14. A letter contains both verbal and nonverbal symbols. ______
15. When conversing with a coworker, the distance between the two of you sends a
nonverbal message. ______
16. The words police officer, technician and server are all neutral, or unbiased.______
17. Audience analysis should be a major tool for the effective senders of
messages.______
18. If a work team is going to be effective, it is usually effective from the very first
meeting.______
19. To overcome diversity in the workplace, the best plan is to overlook difference. ______
20. Proofreading the hardcopy, even after proofing on screen, ensures the accuracy of a
document. ______
这里面，多是基础知识题，其中第13，18，19这三道是错的。其余7道都是对的。
第三大题是阅读理解，两篇短文，10个阅读理解题。每题2分，10小题，共20分。
两篇短文一篇取材于主教材，一篇取材于课外材料。
现在我们来看第一篇短文：
Complete messages contain a variety of sentence types. Y ou will hold your readers’ attention if you vary the length and structure of your sentences as well as the structure of your paragraphs.
It is best to keep sentences at 20 words or less. At the same time, it adds interest to have some noticeably short sentences—perhaps 10 words or even fewer. Using sentences of different lengths keeps your writing from feeling choppy or monotonous. As you vary sentence length, your sentence structure naturally varies as well. Alternate simple sentences with compound and complex sentences.
Varying paragraph length also keeps your writing from being choppy. We’ve already said that the opening and closing paragraphs of a message should be relatively short. When writing your middle paragraphs plan them so that they average about six or eight lines long. Mix in a short, two- or three- line paragraph sometimes to add interest. A short paragraph also is a way to emphasize an important point.
所附的五个问题是：
21. It is advisable to keep the average length of a sentence at ______.
A. more than 20 words.
B. not more than 20 words.
C.10 words or fewer.
这道题的答案是B，平均句子长度不要超过20个词。（文章第二段）
22. The word choppy in the passage means ______.
A. short irregular waves
B. cut into pieces
C. short, broken and slightly rough.
这道题的答案是C，choppy的意思是“不流畅”。（第二段）
23. According to the last paragraph, ______.
A. the length of all paragraphs should be the same
B. the middle paragraphs should be shorter than the beginning and ending ones
C. the middle paragraphs should be longer than the beginning and ending ones
答案是C，中间段应比开始段和结束段长些。（最后一段）
24. When you write sentences of different lengths, ______.
A. the structure of the sentences will also be different
B. they will have the same structure
C. your variation will have no effect on the sentence structure
答案是A，长句和短句的结构会有不同。（第二段）
25. In the following statements, which is true about a short paragraph?
A. It is less important than a long paragraph.
B. It can be used to express emphasis.
C. You have to put a short paragraph after several short paragraphs.
答案是B，短段往往用来表示强调。（最后一句）
我们来看第二篇短文：
Although language is an important part of communication, communication is not simply a matter of understanding and speaking a language. It involves transmitting an
idea and understanding someone else’s idea. People from different cultures think differently about various issues than do North Americans. The ability of a North American to speak in three different languages still may not enable him or her to understand the issues from the viewpoint of those from another culture.
Cross-cultural communication differs from the more familiar within-culture communication situations in that there are systemic differences in the assumptions made by people of different cultures. Being aware of and understanding these different assumptions can help improve communication and relationships.
The major problems of intercultural communication occur in perception and in attribution of meaning. Communication is defined as a “dynamic process whereby human behavior, both verbal and nonverbal, is perceived and responded to.” People respond according to their perceptions, not necessarily according to what the transmitter believes he or she is communicating. This is an interactive process.
所附的五个问题是：
26. People from different cultures think differently about various issues than do North Americans. This sentence means ______.
A. Other people have deeper understanding than the North Americans.
B. Other people understand more issues than the North Americans.
C. Other people may understand things in a way different from that of the North Americans.
答案是C，他们对事物的看法不同。（第一段）
27. According to the passage, which of the following statements is true?
A. By speaking three languages, people do not naturally share the viewpoint of other people.
B. By speaking three languages, people naturally share the viewpoint of other people.
C. All Americans speak three different languages.
答案是A，会讲别人的语言并不一定意味着赞同他们的观点。（第一段）
28. Which of the following statement is true?
A. Cross-cultural communication only occurs when you work in another country.
B. Within-culture communication never occurs when you travel to another country.
C. Cross-cultural communication is more complex than within-culture communication.
答案是C，跨文化交际是更困难的事情。（第二段）
29. In communication, people respond according to ______.
A. the intention of the message sender
B. their own understanding of the message
C. the literal meaning of the message
答案是B，交际中人们总是根据自已的理解作出反应的。（最后一段）
30. According to the last paragraph, ______.
A. perception and response are equally important
B. perception is more important than response
C. perception is less important than response
答案是A，见最后一段。
第四大题是翻译，共有四小段，每段5分，共20分。
第一段是：
31. A report is a document that provides the facts about a specific situation or problem for consideration by a specific group of people. Reports are business tools that enable managers to make decisions or solve problems. Reports can be classified according to their style, purpose, and format.
参考答案：报告是一种文件，为一组特定人群提供关于需要考虑的特殊环境或问题的事实。报告是业务工具，使管理者决策或解决问题成为可能。报告可以根据其问题、目标和格式分类。
第二段是：
32. A letter containing a negative message conveys news that will disappoint the receiver. Letters that deny requests, decline to supply information, refuse credit, or reject a proposal are examples of this type of letter. Careful planning and organizing are required to convey the disappointing news and yet maintain goodwill.
参考答案：一封含有负面信息的信函传达的是令接收者失望的信息，如：拒绝要求，谢绝提供信息，拒绝信贷服务，或拒绝一项建议。这类信函要求仔细构思和组织，以在传达令人失望的消息的同时，还能保持善意。
第三段是：
33. Meetings are an important method of exchanging information in any business setting. There are board meetings, conferences, training sessions, and staff meetings. A meeting may consist of a supervisor and one employee, a group of colleagues, or employees and their vendors or clients.
参考答案：会议是商务环境中一种重要的交换信息的方式。会议的种类有董事会，业务会，培训会和全体职员会。一次会议的参加者可能会由一名主管、一名雇员、一组同事、或业务员以及他们的供货商或客户所组成。
第四段是：
34. Most business reports are informal reports and have one of two purposes. They present information that has been requested, or they analyze a problem and report the findings. The organization and the format of these reports vary depending on the nature of the message and the people who will receive them.
参考答案：大多数商务报告属于非正式报告，有一、两个目的。它们或是提供别人要求的信息，或是分析一个问题并报告分析结果。这类报告的组织和格式因信息的性质和收件人的不同而异。
评分说明：
第四部分为英汉句子翻译，4题，每题5分，共20分。每题评分分为6个档次：
第一题根据提示写信封，共10分。其中格式5分，内容5分；
第二题根据提示写一份备忘录，共10分。其中格式4分，内容5分，拼法及其他1分；
第三题根据提示写一封商务信函，共20分。其中格式4分，内容10分，句子结构、语法4分，拼法及标点2分。
第一题是根据所给的信息写信封。
信封的写法（Business Envelopes）：信封上的姓名、职务、和地址必须与封内地址相同。如信写给公司而附有具体收信人姓名，把这一项写在公司名称下面一行。地址全用大写字母，省去标点，注明邮编。
注意外文信封写法和中文的不同。寄信人的姓名地址写在左上方，收信人的姓名地址写在中间靠下的地方。中文地址写法是从大到小，英文写法则是从小到大。
第二题是根据所给的信息写一份传统格式的备忘录，这里给出的信息比较具体，所以写起来比较容易。
36. Write a memo for all company employees, by using the traditional memo format. You are the administration officer. This memo is to inform the overtime policy. The overtime policy can not assure of the overtime pay. However, the company will not fire any one and the present situation will be changing in the near future. (10分) 这道题的参考答案是：
TO: all company employees
FROM: the administration officer
DATE: 15th January, 2003
SUBJECT: to inform the overtime policy
After examining the company’s present policy on overtime work, the board has just come to the decision that the overtime policy will remain as it used to be and cannot assure of the overtime pay, because the company is now in a difficult time. However, the board promises that the company will not fire anyone until the present situation changes for the better in the future.
第三题是根据所给出的信息写一封信，这里所给出的是对所包含信息的要求，因此需要你多进行一些加工。
37. Write a letter to decline to supply the information requested：（25分）
Situation: Trey Alfred, a graduate student at a local university, is conducting research on stockholder reactions to corporate annual reports. He has written to your supervisor, the vice President of Communication for your corporation, and asked for names and addresses of 100 of your stockholders. Because of privacy laws and the lawsuits that followed, your corporation does not give out names and addresses of 100 of your stockholders. Write to Trey and deny his request. Try to help Trey in some way. His address is 435 North Essence Avenue, Prairie Village, KS GG 66208-1935.
这道题的参考答案是：
435 North Essence Avenue
Prairie Village, KS GG66208-1935
Date
Dear Mr. Trey Alfred
Your research on stockholder reactions to corporate annual reports sounds interesting.
Stockholder reactions to annual reports are important. We continually try to monitor stockholders’ reactions to our reports through surveys and studies such as yours.
However, current privacy laws and the possibility of lawsuits make it impossible for us to provide researchers with names and addresses of stockholders. Trey, if we could legally provide the names and addresses, we would. Unfortunately, the private laws have severely restricted even our research.
Although we cannot provide names and addresses, we can help with your research. If you send the cover letters and questionnaires to us, we will randomly select 100 stockholders and send the letters and questionnaires to them for you.
Sincerely,
Jose Torres
Vice President of Communication
V. WRITING (3题，35题10分，36题10分，37题20分，共40分)
35. According to the given facts, format a business envelope. （10分）
评分细则：格式：8分；内容：2分。
36. Write a correctly laid out memo according to the following situation. （10分）
评分细则：格式、版面：3分；内容：5分；拼法及其它：2分。
37. Write a letter according to the situation below, using the block format and open punctuation. （20分）
评分说明：
1. 评分总体说明
1)本题总分为20分，按6个档次给分。
2) 评分时，先根据信函的内容和语言初步确定其所属档次，然后以该档次的要求来衡量、确定或调整档次，最后给分。
3) 凡少于100 词的，从总分中减去1分。
4) 评分时应注意的主要内容为: 商务信函的语气和用词；内容扣题；信函格式正确；结构清晰，思路明确；语法和标点符号使用正确。
5) 评分时，如拼写错误较多，书写较差，以至影响交际，将分数降低一个档次。
2. 各档次的评分细则
天津财经大学《统计学》期末考试试题
考试方式与标准 第一部分课程考核的有关说明 （一）考核对象 本课程的考核对象是经济类、管理类各专业的学生。 （二）考核方式 本课程采用平时考核和期末考核相结合的方式，学习过程中的考核，统一布置的平时作业占学期总成绩的30% 。终结性考核即期末考试，期末考试成绩占学期总成绩的70% 。课程总成绩按百分制记分，60 分为合格。 （三）命题依据 本课程的命题依据是统计学课程教学大纲。 （四）考试要求 本课程是一门专业基础课，要求学生在学完本课程后，能够掌握本课程的基本知识，并具有应用所学知识分析和解决实际问题的能力。据此，本课程的考试着重基本知识考查和应用能力考查两个方面，在各章的考核要求中，有关基本概念、基本理论、统计的基本公式、计算方法及数量应用分析能力的内容按“了解、理解和掌握、综合应用”三个层次要求。 （五）命题原则 1.本课程的考试命题在教学大纲规定的教学目的、教学要求和教学内容的范围之内。 2.命题注重对课程基础知识掌握程度的考核，试题力求覆盖面广一些，并应突出课程的重点内容。 3.试卷要兼顾各个能力层次。在一份试卷中，各层次题目所占分数比例大致为：了解20%、理解和掌握45%、综合应用35%。
4.试卷要合理安排题目的难易程度。题目的难易程度分为：易、较易、较难、难四个等级。在一份试卷中，各个等级所占的分数比例大致为：易20%，较易30%，较难30%，难20%。 试题的能力层次和难易程度是两个不同的概念。在各个能力层次中，都可以含有难易程度不同的题目。命题时要两者兼顾，在一份试卷中保持合理结构。 （六）试题类型及结构计算：考核对基本统计方法的掌握程度及综合应 用的能力。做计算题要求写出计算公式及主要计算过程。 （七）考核形式本课学习过程考核的形式为平时作业，期末考试的形式为闭卷笔试。 （八）答题时限本课程期末考试的答题时限为120 分钟。 （九）其他说明本课程期末考试可以携带计算工具。
大学英语考试试题
<大学英语语法>考查试题 一．选择正确答案填入相应的空格处：（70%） forest guards often find campfires thet have not been ______completely. down B. put out C. put away over 2..Of all the economically important plants, palms have been______. least studied the least less and less study the less is a continuous supply of fuel oil. things needed is needed is needed their need 4.The survey indicates that each Chinese family averaged_____of daily television usage in 1994than in 1993. many as 60 minutes B. 60 minutes more C. 60 minutes C. more 60 minutes 5.All evidence the court has collected boils_____to the fact that he is a spy. A. down B. off C. up D. overluggage, the group of tourists hurried to the airport.2009-2010学年第二学期（） A. After packed packed packing was always nervous_____ in city traffic. driving B. driving driving driving 8. I saw Alan skimming over the water and, finally, ____ into it.
商务交际英语(1)
一、单选题 1、 Which of the following is NOT an external barrier to communication? A、Motivation or interests. B、Environmental factors such as lighting and heat. C、 A closed or authoritarian climate. D、An open climate in which communication flows easily. 答案：A 2、Instead of making judgments based on stereotypes, you should A、develop your own groups into which to categorize people B、learn to understand people as individuals C、judge people according to their appearance D、assume similarities and differences based on a persons cultural background 答案：B 3、The sender signs his or her initials or name to a memo to indicate that he or she A、is in a high-level position B、wants and immediate reply to the memo C、has read the memo D、wants the memo filed 答案：C
英语考试试题
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统计学期末考试试题(含答案)..
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完整word版商务交际英语1期末复习
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商务交际英语口语锦集
商务交际英语口语锦集 久仰！ I ve heard so much about you. 好久不见了！ Long time no see. 辛苦了！ You ve had a long day.Youve had a long flight. 尊敬的朋友们！ Distinguished/Honorable/Respected friends 阁下(多用于称呼大使) Your Excellency 我代表北京市政府欢迎各位朋友访问北京。 On behalf of the Beijing Municipal government, I wish to extend our warm welcome to the friends who have come to visit Beijing. 对您的大力协助，我谨代表北京市政府表示衷心的感谢。 On behalf of the Beijing Municipal government, i wish to express our heartfelt thanks to you for your gracious assistance. 在北京过得怎么样？ How are you making out in Beijing? 我一定向他转达您的问候和邀请。
Ill surely remember you and your invitation to him. 欢迎美商来北京投资。 American businessmen are welcome to make investment in Beijing. 欢迎多提宝贵意见。 Your valuable advice is most welcome. 不虚此行! Its a rewarding trip! 您的日程很紧,我们的会见是否就到此为止。 As you have a tight schedule, I will not take up more of your time. 请代我问候王先生。 Please remember me to Mr.Wang. 感谢光临！ Thank you so much for coming. 欢迎再来！ Hope you’ll come again. 欢迎以后多来北京！ Hope youll visit Beijing more often. 请留步，不用送了！ I will see myself out, please. 多保重！
统计学期末试题
统计学期末试题B 一、单选题（15×1分） 1、指出下面的数据哪一个属于品质标志（） A、年龄 B、工资 C、汽车产量 D、购买商品的支付方式（现金、信用卡、支票） 2、某研究部门准备在全市200万个家庭中抽取2000个家庭，据此推断该城市所有职工家庭的年人均收入，这项研究的统计量是（） A、2000个家庭 B、200万个家庭 C、2000个家庭的人均收入 D、200万个家庭的人均收入 3、从含有N个元素的总体中抽取n个元素作为样本，使得总体中的每一个元素都有相同的机会（概率）被抽中，这样的抽样方式称为（） A、简单随机抽样 B、分层抽样 C、系统抽样 D、整群抽样 4、在累计次数分布中，某组的向下累计次数表明（） A、大于该组上限的次数是多少 B、大于该组下限的次数是多少 C、小于该组上限的次数是多少 D、小于该组下限的次数是多少 5、将全部变量值依次划分为若干个区间，并将这一区间的变量值作为一组，这样的分组方法称为（） A、单变量值分组 B、组距分组 C、等距分组 D、连续分组 6、将某企业职工的月收入依次分为2000元以下、2000~3000元、3000~4000元、4000~5000元、5000元以上几个组。第一组的组中值近似为（） A、2000 B、1000 C、1500 D、2500 7、一组数据排序后处于25%和75%位置上的值称为（） A、众数 B、中位数 C、四分位数 D、均值 8、某大学经济管理学院有1200名学生，法学院有800名学生，医学院有320名学生，理学院有200名学生。描述该组数据的集中趋势宜采用（） A、众数 B、中位数 C、四分位数 D、均值 9、下列数列平均数都是50，在平均数附近离散程度最小的数列是（） A、0 20 40 50 60 80 100 B、0 48 49 50 51 52 100
英语考试样题
英语考试样题 （考试时间90分钟，满分100分） I. Grammar and Vocabulary (20%) Section A Directions: Beneath the passage, there are four choices marked A, B, C and D. Choose the one answer that best makes the passage coherent and grammatically correct. The task of being accepted and enrolled in a university begins early for some students. Long before they graduate1high school, these students take special courses to prepare for advanced study. They may also take one or more examinations that test 2 well prepared they are for the university. In the final year of high school, they complete 3and send them, with their student records, to the universities 4they hope to enter. Some high school students may be required to have an interview with people from the university. Neatly dressed and usually very frightened, they are determined to show that they have a good attitude and the ability 5. After the new students 6, many colleges and universities offer 7 instruction program for them to get to know the procedures for registration and students advising, university rules, the use of the library and all the 8major services of the university. Beginning a new life in a new place can be very 9. The more knowledge students have about the school, the easier 10will be for them to adapt to the new environment. However, it takes time to get used to college life. 1. A. in B. from C. at D. to 2. A. what B. that C. if D. how 3. A. apply B. applicant C. applicable D. applications 4. A. where B. in which C. from which D. that 5. A. to succeed B. succeeding C. succeeded D. will succeed 6. A. accepted B. have accepted C. are accepted D. have been accepted 7. A. a B. an C. the D./ 8. A. other B. same C. very D. only 9. A. puzzle B. puzzled C. puzzling D. puzzles 10.A. they B. it C. everything D. anything Section B Directions: Complete the following passage by using the words in the box. Each word can only be used once. Note that there is one word more than you need.
商务交际英语(2)考试样题
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 aids B. in the time you use to prepare the visual aids C. in how many visual aids your prepare D. in the computer program you use to prepare the visual aids 4. 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 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 time we ______. A. believe the verbal message B. believe both C. believe the nonverbal message D.are confused 7. Effective listeners ______. A. share the responsibility for communicating with the sender B. listen and focus elsewhere if they already know about the topic C. evaluate the sender and act accordingly D. take notes on everything that is said 8. The three main parts of an oral presentation are ______. A. an anecdote, a body and a summary B. an introduction, a body and a summary