中央广播电视大学2004-2005学年度第一学期"开放专科"期末考试
英语专业 商务交际英语(2) 试题
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 eachquestion:
1. Which of the following would be the most effective title for a set of instructions?
a. Using the Best Buy coffee Maker
b. Brewing a Pot of Coffee in your Best Buy Coffee Maker
c. The Best Buy Coffee Maker
d. Operating Instructions
2. Which is the best closing for a sales letter?
a. Call today for a free catalog.
b. Be sure to order our new catalog.
e. Call me at 1-800-555-9876 for a free catalog.
d. We look forward to your next order.
3. A graph provides a means for __
a. comparing data
b. showing proportions
c. showing geographic relationships
d. illustrating a procedure or process
4. Which is not a question you would ask to determine whether your oral presentation
requires visual aids?
a. Will visual aids help clarify the message?
b. Will visual aids add interest to the presentation?
c. Will visual aids entertain my audience?
d. Will visual aids help the audience remember what is said?
5. If someone talks about the pitch of a voice, he is referring to its __
a. accent
b. clarity
c. loudness or softness
d. highness or lowness
6. What part of the face provides the most nonverbal feelings?
a. The mouth.
b. The eyes.
c. The lips.
d. The color of the face.
7. One of the best ways to overcome poor listening habits is to __
a. use spare time to analyze, evaluate and review the message
b. judge the speaker as quickly as possible
c. listen only when new information is presented
d. ask a lot of questions
8. Which of the following is a guideline for effective participation in a meeting?
a. Improve decision making.
b. Be an active participant.
e. Arrive on time.
d. All of the above are guidelines.
9. To analyze the job market, it is most important to gather information about __
a. specific companies to which you are applying
b. employment agencies that serve related fields
c. publications that cover your field
d. temp agencies
10. A functional order resume emphasizes
a. the order of jobs held
b. skills and capabilities
c. education
d. the functions performed on a job
Ⅱ. TRUE / 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.
T/F
11. Manuals can be written for people at any level o[ experience.
12. In a persuasive message, you should start by stating your objective.
13. Face your visual aids when you use them during your presentation.
14. If you have only a partial answer [or a customer, it is best to wait until you
have a complete answer, rather than bothering the customer with extra
telephone calls.
15. Even ii many of your customers visit you [or the same reason, it is best to
listen to each one and determine each customer's purpose.
16. Businesses frequently use color and furnishings as part o~ their business
strategy.
17. After two months, most of us will remember most of what we heard.
18. Memorizing a presentation is usually an effective way to prepare for the
delivery of an oral presentation.
19. Tasks may be delegated over the telephone, in a memo, or in a meeting. Use a
meeting only if necessary.
20. A job interview can help you determine if you want a particular position if it is
offered to you.
Ⅲ. QUESTIONS AND SHORT ANSWERS(5小题，每小题1分，共10分)
21. What is the term used to describe the benefit that will appeal most to the reader?
ANS:
22. What is a service culture.'?
ANS:
23. What type of nonverbal symbol will people use to judge you i{ you are always late?
ANS:
24. When organizing a meeting, what is the first thing you should do??
ANS:
25. What are the three parts of a letter of application.9
ANS:
IV. ERROR CORRECTION ( 10 分 )
Rewrite the following short paragraph by identifying all errors and correcting them:
I realize the company has a freeze on hiring, but I beleive we could hlre both a fall-time staff member and a temporary worker for same salary that our former staff member earned.The money spend on a temporary worker would be good worth the goodwill we would
created by answering our customer' s inquiries and complaints within four days. As you known, when we answer complaints and inquiries promptly, we encorage our customers to order from us again instead of turn to our competitors.
V. READING COMPREHENSION (10小题，每小题2分，共20分)
Read the following two passages andanswer the questions.
Passage One:
The smart job-seeker needs to rid herself of several standard myths about interviewing.
What follows is a list of some of these untruths and some suggestions to help you do your best at a job interview.
Myth 1: The aim of interviewing is to obtain a job offer.
Only half true. The real aim of an interview is to obtain the job you want. That often meansrejecting job offers you don't want! So, before you do back-flips for an employer be sure you want the job.
Myth 2: Always please the interviewer.
Not true. Try to please yourself. Giving answers that you think will suit a potential employer and practicing a policy of appeasement (讨好) are certain to get you nowhere. An effective interview (where you are offered the job or not) is like an exciting encounter in conversation with your seatmate on an airplane.
Myth 3: Never interrupt the interviewer.
An exciting conversation always makes us feel free--free to interrupt, to disagree, to agree enthusiastically. So, when interviewing, try to be yourself. Employers will either like
or dislike you, but at least you'll have made an impression. Leaving an employer indifferent is the worst impression you can make. And the way to make an effective impression is to feel free to be yourself!
Another silly myth. Don't be afraid to disagree with your interviewer in an agreeable way. And don't hesitate to change your mind. The worst that could happen would be that the interviewer says to herself "There's a person with an open mind!"
36. By "myth" the author means
a. an old traditional story or legend
b. something that is unknown
c. something false, that most people believe to be true
37. According to the passage, if you are looking for a job, your aim in the interview is
a. to obtain the job offered by the employer
b. to obtain a desirable job
c. to let the employer understand your desire
38. The right attitude for you is to __
a. please the potential employer
b. avoid disagreement with the interviewer
c. talk to your interviewer in a warm and friendly way
39. When interviewing, _____
a. try to be natural and relaxed
b. keep an open mind
c. don't interrupt the interviewer
40. The best title for this selection would be
a. The aim of Job-seeking
b. Myths About Interviewing
c. How to Obtain a Job
Passage Two:
Technology plays a big role in customer service. The level of sophistication of any company% system will depend on the size of the company and the size of its customer base, but even the smallest company needs software for some type of customer relations
management. The software provides a means for tracking all pertinent information about a customer, from product preferences to cyclical needs (at what point during the year the customer buys certain items) to birthdays and anniversaries.
The "personal touch" has always been an effective way to build customer loyalty, and today's technology makes it easier than ever. Customer relationship management enables
companies to tailor services to particular customers. Caller ID enables you to see who is calling before taking the call so you can pull up files and be prepared to handle customer needs. Voice mail systems (as long as they are not too complicated or multi--layered) free front desk personnel for more productive assignments and channel customers more quickly to the people they are trying to reach.
A well-designed and informative web page will save customers time and effort by giving them basic information. An efficient e-mail system will get employee bulletins and production information updates to all pertinent personnel faster and at the same time. Cell phones, call forwarding and call waiting services allow customers 24-hour access. In short, advanced technology is now the norm for any business that wants to succeed.
41. Why does technology play a big role in customer service?
a. Technology makes it easier to manage data about customers.
b. Companies have more time to deal with customers on a personal level.
c. Customers are impressed with sophisticated technological systems.
42. Customer relationship management simply means __
a. managing customer relationships with the company
b. managing personal occasions such as birthdays and anniversaries
e. keeping track of customers) needs and patterns of behavior
43. What is the advantage of caller ID?
a. Sales representatives do not need to talk to the customers they do not like.
b. After seeing information displayed about the caller before taking the call, the receiver can be prepared.
c. Customers can see who is calling them.
44. Which of the following is not an advantage if having a voice mail system?
a. Sales data can be pulled up more quickly.
b. Personnel are freed to do other assignments that are more important.
c. Customers reach the right person more quickly.
45. Why is advanced technology now the norm?
a. Most companies use it in one form or another.
b. It is considered to be normal.
c. More than half of all customers prefer it.
VI. TRANSLATION(3段短文，每段5分，共15分)
Translate the following passages into Chinese:
46. A description is a verbal and visual picture of something. You might be asked to write a
description of an object or a mechanisms 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.
47. Customer contact refers to maintaining customer satisfaction by communicating in a
timely manner by whatever means is convenient for the customer. Returning telephone
calls, messages, and e-mail promptly is a critical means of ensuring the delivery of
quality customer service. Determining what is timely, however, is up to you. The
industry in which you work, the type of products or services you provide, and the type
of customer all have an impact on how quickly a good customer service provider responds
to communications from customers
48. Some people want to dominate conversations while others rarely say a word. An effective
group leader tries to balance these contributions to encourage extroverts to say less
and introverts to say more. Without intervention, a meeting can become a platform for
one person's point of view, thereby making a true consensus difficult to achieve.
Ⅵ. WRITING (25分)
49. Rewrite the following letter. It projects a self, centered attitude, which may make some
readers a little unhappy. Use the you-attitude to personalize it so that it sounds polite and
does not cost the company a customer. (10 分)
Dear Customer,
We have your request for a trial copy of cooking with the Experts, which we recently
published.
We regret to say that this book is temporarily out of stock. A copy will however go
forward promptly when a new supply is available. This should be approximately April 10.
Sincerely
50. Write a letter to the boss of the shop which you worked (or last summer. Ask him to
write a letter of recommendation for you to Mr. Wang, the personnel manager at
Parkson Department Store, Beijing. You are applying for a sale's position in th'e Men~s
Clothing Department. Ask him to make a special mention of your skill as a salesman and
ability to work with others. Do not forget to express your thanks and ask him to send
the letter before a certain date. (15 分)
中央广播电视大学2004-2005学年度第一学期"开放专科"期末考试
英语专业 商务交际英语(2) 试题答案及评分标准
(供参考)
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.b 2. c 3. a 4. c 5. d
6. b 7. a 8. d 9. a 10. b
Ⅱ. TRUE / 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.
11. T 12. F 13. F 14. F 15. T
16. T 17. F 18. F 19. T 20. T
Ⅲ. QUESTIONS AND SHORT ANSWERS( 5小题，每小题2分，共10分)
21. What is the term used to describe the benefit that will appeal most to the reader?
ANS: the primary appeal
22. What is a service culture?
ANS: a combination of customer-focused attitudes and policies
23. What type of nonverbal symbol will people use to judge you if you are always late?
ANS: time
24. When organizing a meeting, what is the first thing you should do??
ANS: determine its objective
25. What are the three parts of a letter of app]ication?
ANS: opening (opening paragraph), body, and closing (closing paragraph)
IV. ERROR CORRECTION(10 分)
Rewrite the following short paragraph by identifying all errors and correcting them:
I realize the company has a freeze on hiring, but I believe we could hire both a full-time
staff member and a temporary worker for the same salary that our former staff member
earned. The money spent on a temporary worker would be well worth the goodwill we would
create by answering our customers~ inquiries and complaints within four days. As you know,
when we answer complaints and inquiries promptly, we encourage our customers to order
from us again instead of turning to our competitors.
评分标准；
短文中有10个错，找出错误5分；改正错误5分。
V. READING COMPREHENSION (10 小题，每小题2分，共20分)
Read the following two passages and answer the questions.
Passage One: 36. c 37. b 38. c 39. a 40. b
Passage Two: 41. a 42. c 43. b 44. a 45. a
VI. TRANSLATION (3段短文，每段5分，共15分)
Translate the following passages into Chinese:
46. 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。
描述是对某物的文字说明以及形象化的表现。你可能要就一个物体或一个机械装置作出
描述，通常是作为一个报告或操作手段的一部分。这个物体可能是一个天然或人工物体，它可以看得见或摸得着，它可能是一个苹果，一个咖啡杯，或一支铅笔等等。而一个机械装置是一个综合的物体，由几个运转部分组合在一起进行一种或多种工作。一个机械装置可以像削铅笔器那样简单，也可以像一台计算机那样复杂。
47. Customer contact refers to maintaining customer satisfaction by communicating in a timely manner by whatever means is convenient for the customer. Returning telephone calls, messages, and e-mail promptly is a critical means of ensuring the delivery of quality customer service. Determining what is timely, however, is up to you. The industry in which you work, the type of products or services you provide, and the type of customer all have an impact on how quickly a good customer service provider responds to communications from customers
与客户联系指用一切方便客户的方式及时与客户交流，让客户始终满意。及时回复电话、
信息和电子邮件，这些是保证客户服务质量的很重要的手段。然而，什么是"及时"是由你来决定的。你所在的行业，你所提供的产品或服务的种类，以及客户类型，这些对于一位优
48. Some people want to dominate conversations while others rarely say a word. An
effective group-leader tries to balance these contributions to encourage extroverts to say
less and introverts to say more. Without intervention, a meeting can become a platform for
one person's point of view, thereby making a true consensus difficult to achieve.
一些人想主导谈话，而另一些人则沉默寡言。一名有效的团队领导尽力使各人的贡献达 到平衡一鼓励话多者少言，话少者多言。没有这种干预，会议就会变成发表一人之见的讲台,使真正的意见一致难以实现。
Ⅶ. WRITING (共25分)
49, Rewrite the following letter. It projects a self-centered attitude, which may make some readers a little unhappy. Use the you-attitude to personalize it so that it sounds polite and does not cost the company a customer. (10分)
Dear Customer,
We have your request for a trial copy ot' cooking with the Experts, which we recently puh]ished. We regret to say that this book is temporarily out of stock. A copy will however go forward promptly when a new supply is available. This should be approximately April 10.
Sincerely
Suggested key:
Dear Mr. Johnson,
Thanks a lot for your interest in Cooking with the Experts.
It seems that this exciting new book is attracting a good deal more attention than we predicted, and at the moment there isn't a single copy left. Naturally, we ordered a new printing before we ran out, and we expect to receive copies by April 10. To speed delivery, I'm having your book sent directly from the printer, so you should have it by the time (or before) we get ours.
Sincerely
评分标准：
内容 8分
格式、拼法及其它2分
50. Write a letter to the boss of the shop which you worked for last summer. Ask him to
write a letter of recommendation for you to Mr. Wang, the personnel manager at Parkson
Department Store, Beijing. You are applying for a sales position in the Men~s Clothing
Department. Ask him to make a special mention of your skill as a salesman and ability to
work with others. Do not forget to express your thanks and ask himto send the letter before
a certain date. (15 分)
Sample letter
(The writer's address and the date)
(The recipient's address)
Dear Mr. Best
A sales position recently opened in the Men's clothing Department at Parkson
Department Store in Beijing, and I have applied for this position.
Last summer, I had the valuable experience of working for you at your shop. Would you
be willing to send a letter of recommendation to Mr. Wang, the personnel manager at Parkson Department Store'?. I'll appreciate it very much if you don't mind making a special mention of my skills in pushing sales and ability to work with others.
A stamped, addressed envelope is enclosed for your convenience. Thanks a lot.
Yours sincerely
Liu Xiao
评分标准：
信件内容切题完整，语句连贯，条理清楚，语法基本正确，语言通顺恰当，信件格式正确。
内容：7分
格式：3分
句子结构、语法：3分
拼法、标点：2分
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