国开(中央电大)本科《商务英语4》形考任务(单元自测1至8)试题及答案.docx

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1、国开(中央电大)本科商务英语4形考任务(单元自测1至8)试题及答案国开(中央电大)本科商务英语4形考任务(单元自测1至8)试题及答案 国开(中央电大)本科商务英语4形考任务(单元自测1至8)试题及答案 (电大网上形考必备资料) 说明：课程代码：04012。 适用专业及层次：会计学、金融学、市场营销和物流管理本科。 平台考试网址：http：/。 单元自测1 试题及答案 题目顺序是随机的，使用查找功能（CtrlF）进行搜索 题目 How would you like to go？ _. 答案Id like to fly to Frankfurt for a stay of two days 题目_

2、 behalf of Vancouver C&S Intl Trade Corp., I am pleased to invite you and your colleagues to visit us. 答案On 题目_？ I expect to depart for Frankfurt on Sunday, September 1st, any time after 13：00 pm. 答案When do you plan to leave 题目_？ Sure, no problem. First, go see Cindy and tell her where youre going a

3、nd when. 答案Can you fill me in 题目_？ Yes, business class. 答案Will you fly business class 题目Can you fill me _ ？ I need some detailed information. 答案in 题目Hey Kyle, guess what! The boss is sending me to Europe for a marketing seminar next month. _Youve been itching to go on a business trip for months. 答案G

4、reat! You must be happy. 题目If you are intending _ just 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 题目Many of the banks and travel services in the western countries provide convenience for the travell

5、ers by issuing travellers _. 答案checks 题目Please _ an open return flight from Barcelona to Frankfurt. 答案book 题目The processing time _ per embassy. 答案varies 题目Travellers checks are generally _ small face value. 答案of 题目Travellers, when _ the checks, have to sign the checks in the presence of the bank or

6、service clerks. 答案buying 题目We used to _ cash advances. 答案have 题目You can download and print off the _ online. 答案form 翻译：为句子选择正确的翻译（每题10分）。 1. Can you fill me in？ ABC 答案C. 你能向我详细介绍一下吗？ 2. Not all restaurants accept the card. ABC 答案B. 并非所有酒店都接受此卡。 3. We used to have cash advances. ABC 答案A. 我们以前是预支现金。 4

7、. Let me know how you like living out of a suitcase.ABC 答案B. 到时候告诉我你是怎么带着旅行包生活的。 5. It is very profitable for the issuing offices to finance the funds they collect by issuing travellers checks. ABC 答案A. 对发行机构来说，发行旅行支票提供融资便利是有利可图的。 完形填空：选择正确答案，补全文章（每题10分）。 HOW TO xxxxE YOUR VISA xxxxMENT Payment can

8、be made with a UnionPay debit card or in cash. You can 答案B. pay directly through the website, the Call Center, or at a Citic bank ATM. If paying at a Citic bank branch, you can pay with a UnionPay 答案C. debit card or with cash. If you prefer to pay in cash, the appointment website will produce a bank

9、 deposit slip 答案A. based on the type of appointment for which you have registeredthe deposit slip will indicate how much you must pay. You must print this bank 答案C. deposit slip , log off the appointment site, proceed to a local Citic bank branch, present the bank deposit slip, pay the requested amo

10、unt, obtain an original bank receipt for the transaction, log back into the 答案A. appointment site , and enter the bank receipt confirmation number into the requested field. 阅读理解：根据文章内容，判断正误（每题10分）。 xxxxERS CHECK Many of the banks and travel services in western provide a convenience for travellers by

11、 issuing travellers checks. Travellers, when buying the checks, have to sign the checks in the presence of the bank or service clerks. During 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.

12、 A lot of travellers like to buy these checks as they dont have to take along much cash and worry about counterfeit signatures. The agencies will 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

13、 dollars, or five or ten pounds, for miscellaneous payments. There is no time limit for their circulation period. It is very profitable for the issuing offices to finance the funds they collect by issuing travellers checks because they not only receive a service charge from the check buyers, but the

14、y 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 are willing to provide this convenience. 1. It is convenient for the travellers to travel around the world as many banks and travel services issue traveller

15、s checks. 答案T 2. There are no signatures of travellers who have bought the checks. 答案F 3. Quite a few travellers like to buy the checks. 答案T 4. Travellers do not worry about the circulation period of the checks as there is no time limit for it. 答案T 5. Banks and travel services are reluctant to provi

16、de travellerschecks. 答案F 阅读理解：根据文章内容，完成选择题（每题10分）。 xxxxN VISA xxxxTION STEPS Identify 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

17、intending to 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 sh

18、all be your main 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 v

19、isa. You can download 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 passport Evidence showing the purpose of your trip (e.g. hotel reservations)

20、 Proof of medical insurance A round-trip travel ticket Proof of funds Check 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. 1. This passage is mainly about A

21、BC. 答案C. how to apply for a Schengen visa 2. If 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 destination 3. You can download and print off the form ABC. 答案B. on the Inter

22、net 4. You are required to show the following documents EXCEPT ABC. 答案C. a birth certificate 5. The processing time is ABC per embassy. 答案A. different 单元自测2 试题及答案 题目顺序是随机的，使用查找功能（CtrlF）进行搜索 题目 Hello, is that Sail Moving Company？ _？ 答案Yes, this is Jack speaking. Thanks for calling. What can we do for

23、 you 题目 How do you calculate the fee if we ask you to move the office furniture？ _. 答案The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move 题目 The client said he had to send a monitor back three times before the problem was solved. Do you h

24、ave a reason for this？ _. 答案 Well, I wonder whether the recent layoffs are affecting the quality of our customer service 题目 What does the customers complaint say？ _. 答案He says he hasnt gotten back the monitor for repairs 题目 What is the distance between the new building and your office？ _. 答案It is ab

25、out 15 kilometers 题目_ the situation may be, make sure that you dont leave your customer with an unanswered question. 答案Whatever 题目Customers often remain _ to a business that has excellent service even if their prices are high. 答案loyal 题目Customers wont find store clerks sitting around _ . 答案watching

26、TV or playing cards 题目If any of the articles are damaged during move, you may make a _ for compensation with our company. 答案claim 题目If things have _ , the person youre talking to will want to know the reasons. 答案gone wrong 题目Looking your customers in the eye shows that we are listening to them and h

27、earing _ . 答案what they are saying 题目Some of the customers complaints seem _ . 答案unacceptable 题目Some stores even offer _ lanes for customers with 10 items or less to checkout quickly. 答案express 题目The American idea of customer service is _ each customer the center of attention. 答案to make 题目The custome

28、r service representative will often allow customers to exchange the product they bought or return it for a full _ . 答案refund 翻译：为句子选择正确的翻译（每题10分）。 1. The American idea of custom service is to make each customer the center of attention.A； B； C 答案A. 美式客服理念认为每位客户都是关注的焦点。 2. Many products come with a mo

29、ney-back guarantee.A； B； C 答案B. 许多产品都有退款承诺。 3. Make sure to look your customers in the eye.A； B； C 答案C.确保要直视顾客的眼睛。 4. Always look for ways to go above and beyond the expectations of your customers.A； B； C 答案A. 一定要想方设法，超越顾客的期望。 5. The worst thing is that you discovered at the last moment there were m

30、issing parts in the order before shipment.A； B； C 答案A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。 完形填空：选择正确答案，补全文章（每题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,

31、 the other is the quality of the product or service that is being 答案D. offered . 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 create 答案E. loyalty and a returning customer,

32、 which is what we all must strive for. Excellent customer service is 答案A. vital to businesses today. Its a component that is often missing, unfortunately. How do you provide great customer service？ Always make your customer a 答案 C. priority . Greet them in a friendly manner, whether that be via tele

33、phone, email or in person. Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not 答案B. optional ； its a requirement for businesses to survive. 选自：http：/xxxxod/pl . ustomer-Service.htm 阅读

34、理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。 xxxxR xxxx 1. The 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 2. When customers get to a store, they ar

35、e 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 cost, since prices are clearly marked. 答案D. honored g

36、uest 3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane. Good stores open new checkout lanes when the line 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 an

37、d a warm thank you and have a nice day from the clerk. 答案E. checkout service 4. In 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

38、 of a year or more. Advertisements regularly include the motto, 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 for a full refund. 答案A. satisfaction gua

39、ranteed 5. 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 future. On the other hand, customers often remain loyal to a business that has excellent service even if thei

40、r prices are high. 答案C. customer loyalty 阅读理解：根据文章内容，判断正误（每题10分）。 THE FEEL GOOD FACTOR IN xxxxR xxxx A challenge 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 a

41、spects of a customer service KPI is what is often referred to as the Feel Good Factor. Basically the goal is not 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 products/service you are offeri

42、ng from back to front. In other words, be an information expert. It is okay to say I dont know, but it should always 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 that you dont leave your customer with an unansw

43、ered question. Most of the communication that you relay to others is done through body language. If you have negative 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 loo

44、k your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling 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 beyo

45、nd the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for. 1. The goal of customer service is to give customers an experience that meets their expectations. 答案F 2. Leave your customer with an un

46、answered question is unacceptable. 答案T 3. Both positive body language and negative body language are necessary in customer service. 答案F 4. Eye contact is one of the most important aspects of positive body language. 答案T 5. The underlined going the extra mile to help them in the last paragraph means going a long way to help them. 答案F 单元自测3 试题及答案 题目顺序是随机的，使用查找功能（CtrlF）进行搜索