國(guó)開04018-管理英語(yǔ)2-任務(wù)7-輔導(dǎo)資料以及國(guó)開04019管理英語(yǔ)3任務(wù)5-輔導(dǎo)資料

1、國(guó)開04018-管理英語(yǔ)2-任務(wù)7-輔導(dǎo)資料以及國(guó)開04019管理英語(yǔ)3任務(wù)5-輔導(dǎo)資料國(guó)開04018-管理英語(yǔ)2-任務(wù)7參考答案說(shuō)明：如果課程題目是隨機(jī)的，請(qǐng)按CTRL+F在題庫(kù)中逐一搜索每一道題的答案特殊說(shuō)明請(qǐng)仔細(xì)：課程的題目每學(xué)期都可能更換，所以請(qǐng)仔細(xì)核對(duì)是不是您需要的題目再下載！題目1：Hello, is that service center The elevator of our apartment doesnt work.: Oh, Idont know whats wrong with it.; Sorry, Ill have it checked out at once.;

2、Ok, Isee.參考答案：Sorry, Ill have it checked out at once.題目2：Why do you look unhappy. Whats the matter.: Im satisfied with the good performance of the radio Ive just bought.; Im glad to have bought this radio at such a price.; Im rather disappointed with the poor quality of the radio Ive just bought.參考答

3、案：Im rather disappointed with the poor quality of the radio Ive just bought.題目3：Customer: We have ordered for almost one hour. Why is it so hard to get our dishes ready in your restaurantWaiter: Im really sorry about that.; I dont think its hard.; Youll get it next time.參考答案：Im really sorry about th

4、at.題目4：We are under _to finish the task within such limited time.: line; pressure; expectation參考答案：pressure題目5：I dont know . Ijust arrived here two minutes ago.: whats going on; how is going on; who is going on參考答案：whats going on題目6：二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個(gè)選項(xiàng)中選出一個(gè)最佳選項(xiàng)。Imagine this situation: yo

5、u have bought a faulty item from a shop and you take A. them; B. it; C. him back to complain. You go directly to the shop assistant and tell them your problem. They say they cannot help you, A. which; B. it; C. thatmakes you angrier, to the point perhaps where you start insulting the poor shop assis

6、tant. RESULT: This will do you no A. comments; B. interests; C. favours, like getting any compensation, or even a refund. If you go directly to the first person you see within the organization you are complaining about, you may be wasting your time A. as; B. if; C. when they may be powerless to take

7、 any action or provide you A. to; B. with; C. for a solution. So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person, the one who has the authority to make decisions.參考答案：子問題1：B. it; 子問題 2：A. which; 子問題 3：C. favours; 子問題 4：A. as; 子問題 5：B. with題目7：Ne

8、ither do I. Look at our community, it is such a mess.: Our service center dont offer much help for us.; Ireally dont think our service center is satisfying.; Im slightly satisfied with our service center.參考答案：Ireally dont think our service center is satisfying.題目8：Thats great!: What are you going to

9、 eat at the Mexican restaurant; When are you going to dinner at the Mexican restaurant; How about going to dinner at the Mexican restaurant tonight參考答案：How about going to dinner at the Mexican restaurant tonight題目9：We feel with the inconvenience the service center brought us.: disappointed; worried;

10、 surprised參考答案：disappointed題目10：It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy.: suggesting a possible solution; suggest a possible solution; suggested a possible solution參考答案：suggesting a possible solution題目11：二、翻譯：從以下A、B、C三個(gè)選項(xiàng)中

11、選出與英文最適合的中文翻譯。1. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.A; B; CA. 焦點(diǎn)小組是顧客的代表，他們的工作是把你的需求和喜好提供給顧客。B. 焦點(diǎn)小組是顧客的代表，他們的工作是給顧客提供需求和喜好。C. 焦點(diǎn)小組是顧客的代表，他們的工作是給你提供他們的需求和喜好。2. Angry customers tend to aim their dissatisfaction and

12、 complaints at staff members.A; B; CA. 憤怒的顧客往往會(huì)把員工當(dāng)做他們發(fā)泄不滿和抱怨的目標(biāo)。B. 憤怒的顧客計(jì)劃把對(duì)員工的不滿和抱怨當(dāng)做目標(biāo)。C. 憤怒的顧客趨向于把員工的不滿和抱怨當(dāng)成目標(biāo)。3. You will do everything within your power to try and resolve the situation.A; B; CA. 你會(huì)在權(quán)利范圍內(nèi)盡一切努力解決問題。B. 你會(huì)在意志范圍內(nèi)盡一切努力解決問題。C. 你會(huì)在力量范圍內(nèi)盡一切努力解決問題。4. Having patience with your customers

13、 and with yourself will go a long way in winning over hostile customers.A; B; CA. 對(duì)顧客和對(duì)自己有耐心將走很長(zhǎng)的路才能贏得生氣的顧客對(duì)你工作的支持。B. 對(duì)顧客和對(duì)自己有耐心將在贏得生氣的顧客對(duì)你工作的支持方面大有幫助。C. 對(duì)顧客和對(duì)自己有耐心將會(huì)很難贏得生氣的顧客對(duì)你工作的支持。5. To communicate precisely what you want to say, you have to frequently need to define key words.A; B; CA. 要簡(jiǎn)明扼要地表達(dá)本

14、意，就必須不斷定義關(guān)鍵詞。B. 只要定義頻繁出現(xiàn)的關(guān)鍵詞就能準(zhǔn)確傳達(dá)本意。C. 要準(zhǔn)確表達(dá)你的本意，就必須不斷定義關(guān)鍵詞。參考答案：子問題1：C; 子問題 2：A; 子問題 3：A; 子問題 4：B; 子問題 5：C題目12：The more information you can get,in your field.: the more competitive will you be; you will be the more competitive; the more competitiveyou will be參考答案：the more competitiveyou will be題目1

15、3：二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容進(jìn)行判斷，正確寫"T'錯(cuò)誤寫"F'。Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.1. Ask your custom

16、ers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.2. Be a

17、 customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how youre treated.3. Use a focus group.Focus groups are repres

18、entatives of customers whose job is to provide you with information on their needs and preferences.4. Use questionnaires and surveys.This is one of the most well-established feedback techniques. When well-conducted, they usually work well.5. Encourage your front-line staff to build strong relationsh

19、ips with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.You may deliver the best service in the world. But if

20、it is not what people want, youre wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.1. Hotel customers and hotel staff think the same about breakfast.T; F2. A good or bad experience of a customer in a wheelchair in your s

21、hop shows whether your service is good or not.T; F3. Its not necessary to know about the customers needs and preferences. T; F4. Questionnaires are useful in getting feedback from customers.T; F5. Front-line staff have nothing to do with improving customer service.T; F參考答案：子問題1：F; 子問題 2：T; 子問題 3：F;

22、子問題 4：T; 子問題 5：F題目14：The heating system of our apartment broke down so Imade a _ call to the community service center.: discussion; complaint; praise參考答案：complaint題目15：They promised the car for us.: repairing; repaired; to repaired參考答案：to repaired題目16：We it very much that youve come to give us a tim

23、ely ride. Otherwise we would miss the train.: appreciate; expect; promise參考答案：appreciate題目17：二、閱讀理解：閱讀下面的短文，根據(jù)文章內(nèi)容從A、B、C三個(gè)選項(xiàng)中選出一個(gè)最佳選項(xiàng)。Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their

24、 dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:Never argue

25、 back.You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.Use your ears more than your mouth.Make sure you listen

26、 more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.Show that you care:Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to

27、try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behaviour.Control your anger and be patient.Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning ove

28、r hostile customers.The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them. If you follow the above tips, you are on your way to succeeding in your career.1. At whom do angry customers tend to aim their dissatisfaction

29、and complaints A; B; CA. staff membersB. company managersC. those who accompany them2. When a customer shouts rudely at you, you should A; B; C.A. argue back and protect yourselfB. keep quiet and leave the customer aloneC. keep calm and listen carefully to the customer3. The underlined sentence &quo

30、t;Use your ears more than your mouth' means A; B; C.A. Your mouth is not more important for you than your ears.B. You should listen more than you speak.C. You should talk more than you listen.4. When dealing with an angry customer, which is NOT the right attitudeA; B; CA. Be concerned.B. Be pati

31、ent.C. Be amused.5. Which of the following statements is true according to the passageA; B; CA. When the customers complain, you neednt listen carefully.B. You neednt say sorry to those angry customers.C. You should relax yourself and try to understand the angry customers.參考答案：子問題1：A; 子問題 2：C; 子問題 3

32、：B; 子問題 4：C; 子問題 5：C題目18：Our workers have been checking the heating system since you called us. Iyou it will perform well soon.: argue; affect; assure參考答案：assure題目19：They since last night. They are about to finish the work.: are cleaning the system; have been cleaning the system; had cleaned the sys

33、tem參考答案：have been cleaning the system國(guó)開04019管理英語(yǔ)3任務(wù)5參考答案說(shuō)明：如果課程題目是隨機(jī)的，請(qǐng)按CTRL+F在題庫(kù)中逐一搜索每一道題的答案特殊說(shuō)明請(qǐng)仔細(xì)：課程的題目每學(xué)期都可能更換，所以請(qǐng)仔細(xì)核對(duì)是不是您需要的題目再下載！題目1： What vegetables are in season nowRadish and carrot，_.: I know; I see; I think參考答案：I think題目2： Jack wont like the film, you know._ I dont care what Jack thinks!:

34、 So why？; So what; So how參考答案：So what題目3：_ is known to all, too much fat causes heart problems.: It; As; Just as參考答案：As題目4：The machine _this morning for no reason.: broke off; broke out; broke up參考答案：broke out題目5：All things _ ，the planned flight will have to be cancelled.: be considered; considered;

35、 considering參考答案：considered題目6：二、聽力理解聽對(duì)話錄音，根據(jù)對(duì)話內(nèi)容完成下方題目（每題10分）。TASK4_TEST.MP3操作提示：通過題干后的下拉框選擇題目的正確答案。1. The problem with Koukou Old Yogurt is that it contains _. A; B; CA. processed foodB. leather productsC. industrial gelatin2. We can infer from the dialog that lead is _. A; B; CA. a heavy metalB.

36、processed foodC. a company manager3. According to Michael, food safety problems cant be prevented because _. A; B; CA. there arent any industrial standardsB. the industrial standards are too highC. the industrial standards are too low4. Melindas solution to the food safety problem is _. A; B; CA. pu

37、nishing the companies concerned severelyB. sending a text message to the companies concernedC. sending a text message to all the other companies5. In the dialog, _send a clear message_ to means to _. A; B; CA. publishB. warnC. inform參考答案：子問題1：C; 子問題 2：A; 子問題 3：C; 子問題 4：A; 子問題 5：B題目7： If you invite a

38、 Muslim to dinner, what are you advised not to order for him_: chicken; pork.; mutton.參考答案：pork.題目8： Do you mind if I smoke here_: No, thanks.; Yes, please.; Yes, better not.參考答案：Yes, better not.題目9：This is the book _I have learned a lot.: to which; by whom; from which參考答案：from which題目10：I dont thin

39、k anyone can accuse him _ not being honest.: of; with; about參考答案：of題目11：We have spent all of our spare time, _ , our spare money, on the project.: as soon as; as long as; as well as參考答案：as well as題目12：二、聽力理解聽對(duì)話錄音，根據(jù)對(duì)話內(nèi)容判斷正誤（每題10分）。TASK3_TEST.MP3操作提示：句子正確選擇下拉選項(xiàng)框?yàn)?quot;T'；句子錯(cuò)誤選擇下拉選項(xiàng)框?yàn)?quot;F'。

40、1. Helen is worried about food safety. T; F2. So far, the contaminated baby milk hasnt caused any deaths yet. T; F3. Food incidents occur not as often nowadays as before. T; F4. Food safety is an old problem. T; F5. Public confidence in the milk industry will be back soon. T; F參考答案：子問題1：T; 子問題 2：F;

41、子問題 3：F; 子問題 4：T; 子問題 5：F題目13：What do you think about Japanese food_: Overall, the diet there is a healthy one- low fat.; Public environment has been greatly improved.; I didnt have much time to prepare food, so I ate out a lot.參考答案：Overall, the diet there is a healthy one- low fat.題目14：Im used to_u

42、p early now.: get; getting; to get參考答案：getting題目15： Does she speak French or GermanShe doesnt, _.: either; neither; none參考答案：either題目16：I _ a book when the telephone_.: was readingrang; readrang; was readingwas ringing參考答案：was readingrang題目17：A vegetarian diet consists of the following EXCEPT _.: me

43、at; vegetable; fruit參考答案：meat題目18：二、聽力理解聽對(duì)話錄音，根據(jù)對(duì)話內(nèi)容判斷正誤（每題10分）。TASK4_TEST.MP3操作提示：句子正確選擇下拉選項(xiàng)框?yàn)?quot;T'；句子錯(cuò)誤選擇下拉選項(xiàng)框?yàn)?quot;F'。1. Michael is still drinking Koukou Old Yogurt these days. T; F2. Industrial gelatin has reportedly been added into Koukou Old Yogurt. T; F3. There are heavy metals in

44、 the yogurt under discussion. T; F4. Food safety issues seem to be somewhat outstanding nowadays. T; F5. At present people eat very little processed food. T; F參考答案：子問題1：F; 子問題 2：T; 子問題 3：T; 子問題 4：T; 子問題 5：F題目19：二、閱讀理解閱讀下面的文章，根據(jù)文章內(nèi)容，完成相應(yīng)的選擇題。（每題10分）FOOD SAFETYA question that often troubles food compa

45、nies is how to control problems like rats and insects without harming the food. Pest control experts say poisons should never be used where they may enter food. They say the first line of defense against pests is to clean the places where the food is handled or stored.Floors, food preparation surfac

46、es and tools can be disinfected with chemicals like chlorine, iodine or bromine. Food containers should be stored about half a meter off the ground and about half a meter away from any walls. Storage areas should be kept dry and clean.Containers for raw materials such as rice, wheat, etc. should be

47、kept closed and clean. Any foodstuff split during delivery or handling should be cleared up both inside and outside the building. Pests enter a building from the outside, so pay attention to outer walls. Small stones can be used to cover the ground and block the growth of plants and the grass should

48、 be kept short to deny pests a place to live.Check that doors and windows are completely closed. Also any hole that might allow pests to enter a building should be filled. Rats can enter through a hole the size of a coin. A mouse can pass through a hole half that size.Supervisors should make a list

49、of pest control measures to be taken by employees. This will aid the efforts and also help prepare for any inspections. In most countries, there is a food and drug administration bureau, or some agency with a similar name, which enforces rules nationwide, responsible for rules about the use of pesti

50、cides, etc. However, businesses where food is stored, prepared or sold must also follow state and local health laws. Most of these governmental departments or bureaus have their websites with information about food safety policies and other issues. People can easily access the information.操作提示：通過題干后

51、的下拉框選擇題目的正確答案。1. According to pest control experts, why should poisons never be used in food companies A; B; CA. Because they may enter food.B. Because they may kill rats.C. Because they may be harmful to the plants.2. What is the first line of defense against pests A; B; CA. To check that doors and

52、 windows are completely closed.B. To clean the places where food is handled or stored.C. To fill any hole that might allow pests to enter a building.3. How can floors, food preparation surfaces and tools be disinfected A; B; CA. With smoke.B. With water.C. With chemicals.4. Why should attention be p

53、aid to outer walls A; B; CA. To prevent pests from entering a building from outside.B. To keep moist from entering a building from outside.C. To stop sun rays from entering a building from outside.5. What dose the passage mainly talk about A; B; CA. Why poisons should never be used where they may en

54、ter food.B. Why the growth of plants should be blocked and grass be kept short.C. How to control rats and insects without harming the food.參考答案：子問題1：A; 子問題 2：B; 子問題 3：C; 子問題 4：A; 子問題 5：C題目20：二、完型填空（每空10分）。操作提示：通過題目中的下拉選項(xiàng)框選擇恰當(dāng)?shù)脑~語(yǔ)補(bǔ)全填空。Fruit is good for people. Many people eat some fruit; pears; apples

55、 every day. Mr. Black and Mrs. Black like fruit very much and every Monday Mrs. Black goes to buy some fruit in the shop near her house. The man in the shop knows her well and helps a lot. She can buy all kind; pieces; kinds of fruit there, like apples, pears, oranges and bananas. In different time

56、of the year the prices; price; value of each kind of fruit is not the good; bad; same, sometimes high, something low. Mrs. Black likes to buy cheap fruit. But Mr. Black likes bananas only. She buys bananas for him every week. She only buys cheap fruit; goods; products for herself.參考答案：子問題1：fruit; 子問

57、題 2：kinds; 子問題 3：price; 子問題 4：same; 子問題 5：fruit題目21：二、閱讀理解閱讀下面的文章，根據(jù)文章內(nèi)容，完成相應(yīng)的選擇題。（每題10分）FOOD SAFETYA question that often troubles food companies is how to control problems like rats and insects without harming the food. Pest control experts say poisons should never be used where they may enter food. They say the first