1391國開電大本科《商務(wù)英語4》形考任務(wù)(單元自測1至8)試題及答案

1、 1391國開電大本科商務(wù)英語4形考任務(wù)（單元自測1至8）試題及答案（精華版）說明：資料為國開平臺形考和期末紙質(zhì)考試的必備資料。單元自測1試題及答案題目為隨機，用快捷鍵査找功能搜索題目及答案題目How would you like to go? 答案Id like lo fly to Frankfurt for a stay of two days 附；題目你想怎么走？ 答案我想飛往法蘭克福停留兩天題目 behalf of Vancouver C&S Intl Trade Corp., I am pleased to invite you and your colleagues to visi

2、t us.答案On附：題目代表溫哥華C&S Intl Trade Corp.,我很高興邀請您和您的同事來參觀我們。題目一 ?I expect to depart for Frankfurt on Sunday, September 1st, any time after 13： 00 pm.答案When do you plan to leave附：題目 ?我預(yù)計在9月1日星期日下午13： 00之后的任何時間出發(fā)前往法蘭克福。回答你打算什么時候離開題目 ?Sure, no problem.First, go see Cindy and tell her where youre going and

3、 when.答案Can you fill me in附：度假題目一 ?Yes, business class.答案Will you fly business class附：題目- ?一是的，商務(wù)艙。答案你會坐商務(wù)艙嗎題 目Can you fill me ? I need some detailed information.答案in附：你能幫我填一下嗎？我需要一些詳細的信息。題 目 Hey Kyle, guess what! The boss is sending me to Europe for a marketing seminar next month. Youve been itchin

4、g to go on a business trip for months.答案Great! You must be happy.附：題目一嘿凱爾，你猜怎么著！老板下個月要派我去歐洲參加營銷研討會。一偉大的！你一定很高興。幾個月來你一直渴望出差。題目If you are intending ust one Schengen country, you will need to apply for the Schengen visa directly with the embassy or consulate of that particular country.答案to visit附：如果您只打

5、算訪問一個申根國家，則需要直接向該特定國家的大使館或領(lǐng)事館申請申根簽證。題目Many of the banks and travel services in the western countries provide convenience fbr the travellers by issuing travellers .答案checks附：西方國家的許多銀行和旅行服務(wù)機構(gòu)通過發(fā)行旅行支票為旅行者提供便利。題 冃 JPlease an open return flight from Barcelona to Frankfurt.答案Ibook附：請預(yù)訂從巴塞羅那到法蘭克福的回程航班。題 目T

6、he processing time per embassy.答案varies附：處理時間因大使館而異。題目Travellers checks are generally small face value.答案of附：旅行支票通常面值較小。題目Travellers, when the checks, have to sign the checks in the presence of the bank or service clerks.答案buying附：旅客在購買支票時，必須在銀行或服務(wù)人員在場的情況下簽署支票。題冃We used to cash advances.答案have附：我們以前

7、有預(yù)支現(xiàn)金。題目You can download and print off the online.答案form附：您可以在線下載并打印該表格。翻譯：為句子選擇正確的翻譯(每題10分)。Can you fill me in? (ABC|答案C.你能向我詳細介紹一下嗎？Not all restaurants accept the card.(ABC)答案B.并非所有酒店都接受此卡。We used to have cash advances.) ABC)答案A.我們以前是預(yù)支現(xiàn)金。Let me know how you like living out of a suitcase. ABC答案B.到

8、時候告訴我你是怎么帶著旅行包生活的。5.1t is very profitable for the issuing offices to finance the ftinds they collect by issuing travellers checks.) ABC J答案A.對發(fā)行機構(gòu)來說，發(fā)行旅行支票提供融資便利是有利可圖的。完形填空：選擇正確答案，補全文章(每題10分)。HOW TO SCHEDULE YOUR VISA APPOINTMENTPayment can be made with a Union Pay debit card or in cash.You canldire

9、ctly through the website, the Call Center, or at a Citic bank ATM.If paying at a Citic bank branch, you can pay with a Union Pay(2)or with cash.If you prefer to pay in cash, the appointment website will produce a bank deposit slip(3) on the type of appointment for which you have registered the depos

10、it slip will indicate how much you must pay.You must print this bank4), log off the appointment site, proceed to a local Citic bank branch, present the bank deposit slip, pay the requested amount, obtain an original bank receipt fbr the transaction, log back into the5, and enter the bank receipt con

11、firmation number into the requested field.附：如何安排您的簽證預(yù)約可以使用銀聯(lián)借記卡或現(xiàn)金支付。您可以1直接通過網(wǎng)站、呼叫中心或中信銀行ATM進行支付。 如果在中信銀行分行支付，您可以使用銀聯(lián)支付2或現(xiàn)金。如果您希望以現(xiàn)金支付，預(yù)約網(wǎng)站會根據(jù) 您注冊的預(yù)約類型生成銀行存款單3,存款單上會注明您必須支付的金額。您必須打印此銀行4, 退出預(yù)約網(wǎng)站，前往當?shù)氐闹行陪y行分行，出示銀行存款單，支付要求的金額，獲取交易的銀行收據(jù)原 件，重新登錄5,然后在要求的字段中輸入銀行收據(jù)確認號。1答案B.pay2答案C.debit card3答案A.based4答案 JC.

12、deposit slip5答案A.appointment site 閱讀理解：根據(jù)文章內(nèi)容，判斷正誤(每題10分)。TRAVELLERS CHECKMany of the banks and travel services in western provide a convenience fbr travellers by issuing travellers checks.Travellers, when buying the checks, have to sign the checks in the presence of the bank or service clerks.Durin

13、g the trip, travellers can cash the checks from the agencies of the bank or the travel service whenever they need after their counter-signatures are recognized.A lot of travellers like to buy these checks as they dont have to lake along much cash and worry about counterfeit signatures.The agencies w

14、ill get back the money they have paid by sending the checks to the issuing offices.Travellers checks are generally of small face value, such as ten or twenty dollars, or five or ten pounds, for miscellaneous payments.There is no time limit fbr their circulation period.lt is very profitable for the i

15、ssuing offices to finance the funds they collect by issuing travellers checks because they not only receive a service charge from the check buyers, but they also dont need to pay any interest no matter how long the checks remain in circulation before clearing.This is why banks and travel services ar

16、e willing to provide this convenience.附： 旅行支票西方的許多銀行和旅行服務(wù)機構(gòu)通過發(fā)行旅行支票為旅行者提供便利。旅行者購買支票時，必須在 銀行或服務(wù)人員在場的情況下簽署支票。旅行期間，旅行者可以兌現(xiàn)支票在他們的會簽被識別后，他們 可以隨時從銀行或旅行社的代理處獲得。許多旅行者喜歡購買這些支票，因為他們不必隨身攜帶太多現(xiàn) 金，也不必擔心偽造的簽名。代理機構(gòu)會通過將支票寄給發(fā)卡機構(gòu)來取回他們已支付的款項。旅行支票一般面值較小，如十美元或二十美元，或五英鎊或十英鎊，用于雜項支付。其流通期限沒 有時間限制。發(fā)行機構(gòu)為其收取的資金提供資金是非常有利可圖的發(fā)行旅行支

17、票，因為他們不僅會從支 票購買者那里收取服務(wù)費，而且無論支票在流通多長時間后清算前，他們都不需要支付任何利息。這就 是為什么銀行和旅行服務(wù)愿意提供這種便利。Lit is convenient for the travellers to travel around the world as many banks and travel services issue travellers* checks. (答案TThere are no signatures of travellers who have bought the checks. 答案FQuite a few travellers li

18、ke to buy the checks.答案TTravellers do not worry about the circulation period of the checks as there is no time limit fbr it.答案TBanks and travel services are reluctant to provide travellerschecks.答案F 附：許多銀行和旅游服務(wù)發(fā)行旅行支票，方便旅行者環(huán)游世界。答案T購買支票的旅客沒有簽名。答案F相當多的旅行者喜歡買支票。答案T旅客不必擔心支票的流通周期，因為它沒有時間限制。答案T銀行和旅游服務(wù)機構(gòu)不愿意

19、提供旅行支票。答案F閱讀理解：根據(jù)文章內(nèi)容，完成選擇題(每題10分)。SCHENGEN VIS A APPLICATION STEPSIdentify the country or countries you will be travelling to.It is particularly important to know which countries you are travelling to because it determines where and how you are going to send your application.If you are intending to

20、 visit just one Schengen country, you will need to apply for the Schengen visa directly with the embassy or consulate of that particular country.If you are intending to visit two or more Schengen countries, your application must be sent to the embassy or consulate of the country that shall be your m

21、ain destination.If you are intending to visit several Schengen countries, but do not have a main destination, you should apply for the visa at the embassy or consulate of the first Schengen country on your travel itinerary.Fill out an application form beforehand to obtain a Schengen visa.You can dow

22、nload and print off the form online.Prepare all the requirements for your Schengen visa application.Depending on the consulate or embassy, you are required to show the following documents：A valid national passportEvidence showing the purpose of your trip (e.g.hotel reservations)Proof of medical insu

23、ranceA round-trip travel ticketProof of fundsCheck the processing time to ensure you get your Schengen visa on time.The processing time varies per embassy, so it is important to take the processing time into account when planning your trip. 附：申根簽證申請步驟確定您將前往的一個或多個國家。了解您將前往哪些國家尤為重要，因為它決定了您將申請發(fā)送到 哪里以及如

24、何發(fā)送。如果您只打算訪問一個申根國家，您需要直接向該特定國家的大使館或領(lǐng)事館申請申根簽證。如果您打算訪問兩個或多個申根國家，您的申請必須發(fā)送到您的主要目的地國家的大使館或領(lǐng)事 館。如果您打算訪問多個申根國家，但沒有主要目的地，您應(yīng)該在行程中第一個申根國家的大使館或 領(lǐng)事館申請簽證。事先填寫申請表以獲得申根簽證。您可以在線下載并打印表格。準備好申根簽證申請的所有要求。根據(jù)領(lǐng)事館或大使館的不同，您需要出示以下文件：有效的國民護照證明您的旅行目的的證據(jù)(例如酒店預(yù)訂)醫(yī)療保險證明來回車票資金證明檢查處理時間以確保您按時獲得申根簽證。處理時間因大使館而異，因此在計劃旅行時考慮處理時 間很重要。l.Th

25、is passage is mainly about ABC).答案C.how to apply for a Schengen visa2.1f you are intending to visit two or more Schengen countries, you will need to send your application (ABC).答案A.to the embassy or consulate of the country that shall be your main destinationYou can download and print off the fonn A

26、BC).答案 JB.on the InternetYou are required to show the following documents EXCEPT (ABC).答案C.a birth certificateThc processing time is ABC| per embassy.答案A.different附：這段話主要是關(guān)于ABC的。答案C.如何申請申根簽證如果您打算訪問兩個或多個申根國家，您需要發(fā)送您的申請(ABC)o答案A.前往您的主要目的地國家的大使館或領(lǐng)事館您可以下載并打印表格ABC。答案B.on the Internet除ABC外，您需要出示以下文件。答案C.a出

27、生證明每個大使館的處理時間是ABC。答案A.不同單元自測2試題及答案題目為隨機，用快捷鍵査找功能搜索題目及答案題冃 Hello, is that Sail Moving Company ?答案Yes, this is Jack speaking.Thanks for calling.What can we do for you附：題目-你好，是揚帆搬家公司嗎？ ? 回答是的，這是杰克說話。感謝您的來電。我們能為您做什么題 冃 How do you calculate the fee if we ask you to move the office furniture?答案The cost de

28、pends on the floor to move to, the distance between two places and the amounl of the furniture to move附：題目一如果我們要求您搬辦公家具，您如何計算費用？答案費用取決于搬家的樓層、兩地之間的距離以及搬家的家具數(shù)量題目The client said he had to send a monitor back three times before the problem was solved.Do you have a reason for this?答案Well, I wonder whethe

29、r the recent layoffs are affecting the quality of our customer service 附：題目一客戶說他必須把顯示器寄回三遍才能解決問題。你有這個理由嗎？回答嗯，不知道最近富栽員是不是影響了我們客服的質(zhì)量題目 What does the customers complaint say?答案He says he hasnt gotten back the monitor fbr repairs附：題目一客戶的投訴說明了什么？ 回答他說他還沒有拿回顯示器維修題目What is the distance between the new buil

30、ding and your office? 答案山 is about 15 kilometers附：題目一新大樓和你的辦公室之間的距離是多少？ 答案大約15公里題目 the situation may be, make sure that you dont leave your customer with an unanswered question.答案Whatever附：無論情況如何，請確保您不會給客戶留下未回答的問題。題 冃 JCustomers often remain to a business that has excellent service even if their pri

31、ces are high.答案loyal附：即使價格很高，客戶通常也會忠于具有優(yōu)質(zhì)服務(wù)的企業(yè)。題 Q Customers wont find store clerks sitting around .答案watching TV or playing cards附：顧客不會發(fā)現(xiàn)店員坐在那里看電視或打牌。題目If any of the articles are damaged during move, you may make a for compensation with our company.答案claim附：搬家過程中如有物品損壞，您可以向我司提出索賠。題 目If things have

32、, the person youre talking to will want to know the reasons.答案gone wrong附：如果出現(xiàn)問題，與您交談的人會想知道原因。題 R Looking your customers in the eye shows that we are listening to them and hearing .答案what they are saying附：直視客戶的眼睛表明我們正在傾聽他們的聲音并聽到他們在說什么。題目Some of the customers* complaints seem .答案u nacceptable附：一些客戶的投

33、訴似乎是可以接受的。題 目Some stores even offer lanes for customers with 10 items or less to checkout quickly.答案express附：一些商店甚至為10件或更少商品的顧客提供快速結(jié)賬通道。題 R JThe American idea of customer service is each customer the center of attention.答案to make附：美國的客戶服務(wù)理念是讓每一位客戶成為關(guān)注的焦點。題目The customer service representative will of

34、ten allow customers to exchange the product they bought or return it for a full .答案 kefund附： 客戶服務(wù)代表通常會允許客戶更換他們購買的產(chǎn)品或退貨以獲得全額退款。 翻譯：為句子選擇正確的翻譯(每題10分)。The American idea of custom service is to make each customer the center of attention.) A： B： C) 答案A.美式客服理念認為每位客戶都是關(guān)注的焦點。Many products come with a money-

35、back guarantee.A； B； C|答案B.許多產(chǎn)品都有退款承諾。Make sure to look your customers in the eye. A； B； C答案C.確保要直視顧客的眼睛。Always look for ways to go above and beyond the expectations of your customers. A； B； C) 答案A.定要想方設(shè)法，超越顧客的期望。The worst thing is that you discovered at the last moment there were missing parts in t

36、he order before shipment.A； B； C)答案A.最糟糕的事情是，在裝船之前的最后時刻，你發(fā)現(xiàn)訂單貨物有遺漏。 完形填空：選擇正確答案，補全文章(每題10分)。Customer service is the service or care that a consumer receives before, during and after a purchase.Its one of the factors that come in to play when a consumer is determining buying value, the other is the q

37、uality of the product or service that is beingl.Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer.Customer service is a part of that experience.Top notch service will create2and a returning customer, which is what we all must strive fbr.Excellent

38、customer service is3to businesses today.Its a component that is often missing, unfortunately.How do you provide great customer service? Always make your customer a4).Greet them in a friendly manner, whether that be via telephone, email or in person.Let them know you are there to help and that you wi

39、ll take care of them, not only before the sale but after as well.After all, in a thriving business customers are not5； its a requirement for businesses to survive. 附：客戶服務(wù)是消費者在購買前、購買中和購買后獲得的服務(wù)或關(guān)懷。這是消費者確定購買價值時發(fā)揮 作用的因素之一，另一個是產(chǎn)品或服務(wù)的質(zhì)量1。消費者通常必須體驗一種體驗，不僅要成為滿意的客戶，還要成為忠誠的客戶?？蛻舴?wù)是這種體 驗的一部分。一流的服務(wù)將創(chuàng)造2回頭客，這是我們所

40、有人都必須努力的目標。卓越的客戶服務(wù)是3當今企業(yè)的一部分。不幸的是，這是一個經(jīng)常缺失的組成部分。您如何提供 優(yōu)質(zhì)的客戶服務(wù)？始終讓您的客戶成為4。以友好的方式與他們打招呼，無論是通過電話，電子郵件 或親自。讓他們知道您隨時為他們提供幫助，并且您會照顧他們，不僅在銷售之前而且在之后。畢竟，在蓬 勃發(fā)展的企業(yè)中，客戶不是5；這是企業(yè)生存的必要條件。1答案 JD.offered2答案 JE.loyalty3答案 JA.vital4答案C.priority5答案B.optional附：1提供2忠誠3重要4優(yōu)先事項5選修的選自：hnp： /od/Dl .ustomer-Service.htm閱讀理解：根

41、據(jù)文章內(nèi)容，把每一段和其所談?wù)摰脑掝}相匹配(每題1()分，CUSTOMER SERVICEThe American idea of customer service is to make each customer the center of attention.And wherever you go, good customer service means making customers feel special.答案B.the American idea of customer service附：美國的客戶服務(wù)理念是讓每一位客戶成為關(guān)注的焦點。無論您走到哪里，良好的客戶服務(wù)都意味著讓 客

42、戶感到特別。答案B.美國的客戶服務(wù)理念When customers get to a store, they are treated as honored guests.Customers dont usually find store clerks sitting around watching TV or playing cards.Instead, the clerks greet them warmly and offer to help them find what they want.Customers usually dont have to ask how much items

43、 cost, since prices are clearly marked.答案D.honored guest附： 顧客到店時，被視為尊貴的客人。顧客通常不會發(fā)現(xiàn)店員圍坐在店里看電視或打牌。相反，店員熱情 地打招呼，并主動提出幫助他們找到他們想要的東西。顧客通常不必詢問物品的價格，因為價格已清 楚標明。答案D.尊敬的客人When customers are ready to checkout, they can go to the nearest and shortest checkout lane.Good stores open new checkout lanes when the l

44、ine ups get too long.Some even offer express lanes for customers with 10 items or less.After they pay for their purchases, customers receive a smile and a warm thank you and have a nice day from the clerk.答案E.checkoul service附：當顧客準備結(jié)賬時，可以到最近且最短的結(jié)賬通道。好的商店在排隊太長時會開設(shè)新的結(jié)賬通道。有 些甚至為10件以下的顧客提供快速通道。付款后對于他們的購

45、買，客戶會收到微笑和熱情的感謝，并 從店員那里度過美好的一天。答案E.結(jié)賬服務(wù)4.1n America, customer service continues long after the sale.Many products come with a money-back guarantee.Expensive items like cars, computers or stereos often have a warranty that ensures trouble-free use for a period of a year or more. Advertisements regula

46、rly include the mono. Your satisfaction is guaranteed.So if there is a problem with the product, customers can take it back.The customer service representative will often allow them to exchange the item or return it fbr a full refund.答案A.salisfaction guaranteed附：在美國，客戶服務(wù)在售后很長時間。許多產(chǎn)品都有退款保證。汽車、電腦或音響等昂

47、貴的物品通常有 保證一年或更長時間無故障使用的保修期。廣告經(jīng)常包含座右銘，保證您的滿意。因此，如果產(chǎn)品有 問題，客戶可以將其退回?？蛻舴?wù)代表通常會允許他們換貨或退貨以獲得全額退款。答案A.滿意保證Customer service in America grows out of the belief that the customer is always right If a person receives poor service from a store, he probably will avoid shopping there in the fulure.On the other ha

48、nd, customers often remain loyal to a business that has excellent service even if their prices are high.答案 JC.customer loyalty附：5.美國的客戶服務(wù)源于這樣一種信念：客戶永遠是對的。如果一個人從商店得到的服務(wù)很差，他將來可 能會避免去那里購物。另一方面，客戶往往對企業(yè)保持忠誠即使價格很高，它也有優(yōu)質(zhì)的服務(wù)。 答案C.客戶忠誠度 閱讀理解：根據(jù)文章內(nèi)容，判斷正誤(每題10分)。THE FEEL GOOD FACTOR IN CUSTOMER SERVICEA challe

49、nge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPI).One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good Factor.Basically the goal is no

50、t only to help the customer have a good experience, but to offer an experience that exceeds expectations.Several key points are listed as follows：Know what producls/service you are offering from back to front.In other words, be an information expert.lt is okay to say I dont know, but it should alway

51、s be followed up by but let me find out or possibly but this person will be able to assist you.Whatever the situation may be, make sure thal you dont leave your customer with an unanswered question.Most of the communication that you relay to others is done through body language.If you have negative

52、body language when you communicate with others, it shows that you dont care.Two of the most important aspects of positive body language are smiling and eye contact.Make sure to look your customers in the eye.lt shows that we are listening to them and hearing what they are saying.And of course smilin

53、g is more inviting than a blank look or frown.Nothing surprises your customers more than an employee going the extra mile to help them.Always look for ways to go above and beyond the expectations of your customers.In doing so, it helps them to know that you care and it will leave them with the Feel

54、Good Factor that you are searching for.附：客戶服務(wù)中的良好感覺從事客戶服務(wù)工作的一個挑戰(zhàn)是確保您將注意力集中在正確的關(guān)鍵領(lǐng)域，由正確的關(guān)鍵績效指標 (KPI)衡量。客戶服務(wù)KPI最重要的方面之一就是通常所說的作為Feel Good Factoro基本上目標不僅僅 是幫助客戶獲得良好的體驗，而是提供超出預(yù)期的體驗。以下列出幾個關(guān)鍵點：從后到前了解您提供的產(chǎn)品/服務(wù)。換句話說，成為一名信息專家?？梢哉f我不知道，但應(yīng)該始終跟 進但讓我找出或可能但這個人將能夠為您提供幫助。無論情況如何，請確保您不會給客戶留下未回答的 問題。您與他人交流的大部分交流都是通過肢體語

55、言完成的。如果您在與他人交流時使用消極的肢體語 言，則表明您不在乎。積極的肢體語言最重要的兩個方面是微笑和眼神聯(lián)系。確保直觀您的客戶的眼睛。 這表明我們正在傾聽他們的聲音并聽到他們在說什么。當然，微笑比面無表情或皺眉更有吸引力。沒有什么比員工加倍努力幫助他們更讓您的客戶感到驚訝的了。始終尋找超越客戶期望的方法。這 樣做可以幫助他們了解您的關(guān)心，并為他們留下您正在尋找的感覺良好的因素。The goal of customer service is to give customers an experience that meets their expectations.!答案FLeave you

56、r customer with an unanswered question is unacceptable,答案T Both positive body language and negative body language are necessary in customer service.)答案FEye contact is one of the most important aspects of positive body language. 答案T The underlined going the extra mile to help them in the last paragra

57、ph means going a long way to help them.(答案F附：客戶服務(wù)的目標是為客戶提供滿足他們期望的體驗。答案F讓您的客戶沒有回答的問題是不可接受的。(答案T積極的肢體語言和消極的肢體語言在客戶服務(wù)中都是必要的。答案F眼神交流是積極肢體語言最重要的方面之一。答案T最后一段中帶下劃線的加倍努力幫助他們意味著要幫助他們很長的路要走。答案JF單元自測3 試題及答案題目為隨機，用快捷鍵查找功能搜索題目及答案題目Could you be so kind as to turn down that rock n roll? Im preparing for tomorrows

58、meeting report. 答案Surc.Sorry to disturb you附：題目一你能拒絕那個搖滾嗎？我正在為明天的會議報告做準備。 回答好的。抱歉打擾了題 目 has good reputation will sooner or later be successful in his business.答案Whoever附：誰擁有良好的聲譽，遲早會在他的事業(yè)上取得成功。題 目Although he has sought to find a peaceful , he is facing more pressure from his business rivals. 答案solut

59、ion附：盡管他一直在尋求和平解決方案，但他面臨著來自商業(yè)競爭對手的更大壓力。題 tl At the same time, the negotiator keeps things secret would limit his/her ability to negotiate.答案that附：同時，談判者對會限制他/她談判能力的事情保密。題 Hello, this is Lucas Bowen.Id like to order some machines. .When do you need them?答案No problem附：題目-你好，我是Lucas Bowen0我想訂購一些機器。一 。你

60、什么時候需要它們？回答沒問題題目【11 also throw in the discount of 10% on your up front deposit.What do you think about this suggestion? 答案Ok, I think weve both have done our best for this 附：題目一我也會給你的預(yù)付款打10%的折扣。你覺得這個建議怎么樣? 答案好的，我認為我們都為此盡了最大努力題 目 Ill be away on a business trip.Would you mind signing fbr my express de