1、国开电大商务英语国开电大商务英语 4 4单元章节自测单元章节自测 1-81-8 辅导资料辅导资料 1 题题 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. A. I am sorry to hear that. B. Great! You must be happy. C. So what? 正确选项是正确选项是： Great! You must b
2、e happy. 2 题题_? sure, no problem. first, go see cindy and tell her where youre going and when. A. Will the company reimburse everything B. Will I use the card for everything C. Can you fill me in 正确选项是：正确选项是：Can you fill me in 3 题题 how would you like to go? _. A. Ill get in touch with the railroad B
3、. Id like to fly to Frankfurt for a stay of two days C. I expect to depart for Frankfurt on Sunday, September 1st 正确选项是正确选项是：Id like to fly to Frankfurt for a stay of two days 4 题题 _? yes, business class. A. Will you fly business class B. When do you plan to leave C. Where shall I make hotel reserva
4、tion 正确选项是：正确选项是：Will you fly business class 5 题题 _? i expect to depart for frankfurt on sunday, september 1st, any time after 13:00 pm. A. How would you like to go B. Where shall I make hotel reservation C. When do you plan to leave 正确选项是：正确选项是：When do you plan to leave 6 题题 can you fill me _ ? i n
5、eed some detailed information. A. in B. up C. out 正确选项是：正确选项是：in 7 题题 please _ an open return flight from barcelona to frankfurt. A. paper B. text C. book 正确选项是：正确选项是：book 8 题题 many of the banks and travel services in the western countries provide convenience for the travellers by issuing travellers
6、 _. A. checks B. cash C. credit cards 正确选项是：正确选项是：checks 9 题题 you can download and print off the _ online. A. from B. form C. formal 正确选项是：正确选项是：form 10 题题 the processing time _ per embassy. A. various B. variety C. varies 正确选项是：正确选项是：varies 11 题题 we used to _ cash advances. A. had B. having C. have
7、 正确选项是：正确选项是：have 12 题题 travellers, when _ the checks, have to sign the checks in the presence of the bank or service clerks. A. buy B. buying C. to buy 正确选项是：正确选项是：buying 13 题题 travellers checks are generally _ small face value. A. at B. on C. of 正确选项是：正确选项是：of 14 题题 if you are intending _ just one
8、 schengen country, you will need to apply for the schengen visa directly with the embassy or consulate of that particular country. A. to visit B. visiting C. visited 正确选项是：正确选项是：to visit 15题题 _ behalf of vancouver c2：F3：TF;4：T;5：F 17 题题 阅读理解：根据文章内容，完成选择题题（每题题 10 分） 。 Schengen VisaApplication StepsId
9、entify 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 visit just one Schengen country, you will need to apply for the Sc
10、hengen 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 main destination. If you are intending to visit several Schengen co
11、untries, 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 download and print off the form online.Prepare all the requirements
12、 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) Proof of medical insurance A round-trip travel ticket Proof of fundsCheck the pr
13、ocessing 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 正确选项是：正确选项是： C. how to apply for a Schengen visa 2. If you are intending to visit t
14、wo or more Schengen countries, you will need to send your application 正确选项是：正确选项是： A. to the embassy or consulate of the country that shall be your main destination 3. You can download and print off the form 正确选项是：正确选项是：Bon the Internet 4. You are required to show the following documents EXCEPT 正确选项
15、是：正确选项是：C . a birth certificate 5. The processing time is 正确选项是：正确选项是：A per embassy. 正确选项是：正确选项是： 1：C;2：A3：B;4：C;5：A 18 题题 完形填空：选择正确答案，补全文章（每题题 10 分） 。 How to Schedule Your Visa AppointmentPayment can be made with a UnionPay debit card or in cash. You can 正确选项是正确选项是：B. pay directly through the websi
16、te, the Call Center, or at a Citic bankATM. If paying at a Citic bank branch, you can pay with a UnionPay 正确选项是：正确选项是：C. debit card or with cash. If you prefer to pay in cash, the appointment website will produce a bank deposit slip 正确选项是：正确选项是：A. based on the type of appointment for which you have
17、registered; the deposit slip will indicate how much you must pay. You must print this bank 正确选项是：正确选项是：C. deposit slip , 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 for the transaction, l
18、og back into the 正确选项是：正确选项是：A. appointment site , and enter the bank receipt confirmation number into the requested field. 正确选项是：正确选项是： 1：B;2：C;3：A;4：C;5：A 19 题题 翻译：为句子选择正确的翻译（每题题 10 分） 。 1. Can you fill me in? 正确选项是：正确选项是： C. 你能向我详细介绍一下吗？ 2. Not all restaurants accept the card. 正确选项是：正确选项是： B. 并非所
19、有酒店都接受此卡。 3. We used to have cash advances. 正确选项是：正确选项是：A 我们以前是预支现金。 。 4. Let me know how you like living out of a suitcase. 正确选项是：正确选项是： 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. 正确选项是：正确选项是： A. 对发行机构来说，
20、发行旅行支票提供融资便利是有利可图的。 正确选项是：正确选项是： 1：C;2：B3：A;4：B;5：A 国开国开 04012-商务英语商务英语 4-Unit 2 Self-test 1： What is the distance between the new building and your office? _. : It is near to the bus stop ; It is about 15 kilometers ; It is very close 正确选项是：正确选项是：It is about 15 kilometers 2： Hello, is that Sail Mov
21、ing Company? _? : Yes, this is Jack speaking. Thanks for calling. What can we do for you ; Yes, Im Jack. Thanks for calling. What can we do for you ; Yes, speaking. What can I do for you 正确选项是：正确选项是：Yes, this is Jack speaking. Thanks for calling. What can we do for you 3：The customer service represe
22、ntative will often allow customers to exchange the product they bought or return it for a full _ . : compensation ; repay ; refund 正确选项是：正确选项是：refund 4：If things have _ , the person youre talking to will want to know the reasons. : got up ; gone wrong ; turned down 正确正确 选项是：选项是：gone wrong 5：Looking
23、your customers in the eye shows that we are listening to them and hearing _ . : why are they saying ; how are they saying ; what they are saying 正确选项是：正确选项是：what they are saying 7： How do you calculate the fee if we ask you to move the office furniture? _. : We can give you a 10% discount ; Sorry, w
24、e are not available these days ; The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move 正确选项是正确选项是：The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move 8： What does the customers c
25、omplaint say? _. : He says he will write us a thank-you letter ; He says he hasnt gotten back the monitor for repairs ; He wants to know whether we could give him a discount 正确选项是：正确选项是：He says he hasnt gotten back the monitor for repairs 9：Some stores even offer _ lanes for customers with 10 items
26、or less to checkout quickly.? : expire ; express ; exact 正确正确 选项是：选项是：express 10： Customers often remain _ to a business that has excellent service even if their prices are high.? : loyal ; loyally ; loyalty 正确选项是：正确选项是：loyal 11：The American idea of customer service is _ each customer the center of
27、attention. : made ; to make ; make 正确选项正确选项 是：是：to make 12：翻译：为句子选择正确的翻译（每题题 10 分） 。 1. The American idea of custom service is to make each customer the center of attention. 正确选项是：正确选项是： 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 money-back guarantee 正确选项是：正确选项是：B. 许多产品都有退款承诺。 C. 许多产品都要退款。
28、 3. Make sure to look your customers in the eye 正确选项是：正确选项是：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. 正确选项是：正确选项是： 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 missing parts in the order before ship
29、ment. 正确选项是：正确选项是： 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。 正确选项是：正确选项是： 1：A;2：B;3：C;4：A;5：A 13： The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this? _. : Well, I wonder whether the recent layoffs are affecting the quality of our customer s
30、ervice ; What do you think? But I have no idea? ; Thats the clients own problem, I guess 正确选项是正确选项是：Well, I wonder whether the recent layoffs are affecting the quality of our customer service 14：If any of the articles are damaged during move, you may make a _ for compensation with our company. : req
31、uest ; demand ; claim 正确选项是：正确选项是：claim 15：_ the situation may be, make sure that you dont leave your customer with an unanswered question. : Whatever ; Whenever ; However 正确选项是：正确选项是：Whatever 16：Customers wont find store clerks sitting around _ . : watching TV or playing cards ; to watch TV or play
32、 cards ; watching TV or to play cards 正确选项是：正确选项是：watching TV or playing cards 17：阅读理解：根据文章内容，把每一段和其所谈论的话题题相匹配（每题题 10 分） 。 CUSTOMER SERVICE 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 fee
33、l special.A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service 2. 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. Inste
34、ad, 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.A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service 3. Whe
35、n 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 and a warm “t
36、hank you and have a nice day” from the clerk.A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service 4. In America, customer service continues long after the sale. Many products come with a money-back guarantee. Expensive items
37、 like cars, computers or stereos often have a warranty that ensures trouble-free use for a period 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 representati
38、ve will often allow them to exchange the item or return it for a full refund.A. satisfaction guaranteed; B. the American idea of customer service; C. customer loyalty; D. honored guest; E. checkout service 5. Customer service in America grows out of the belief that “the customer is always right”. If
39、 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 their prices are high.A. satisfaction guaranteed; B. the American idea of customer service; C. customer
40、loyalty; D. honored guest; E. checkout service ? ? 正确选项是正确选项是：1： B. the American idea of customer service;2： D. honored guest;3： E. checkout service;4： A. satisfaction guaranteed;5：C. customer loyalty 18：Some of the customers complaints seem _ . : inacceptable ; unacceptable ; unaccepted 正确选项是：正确选项是
41、：unacceptable 19： 完形填空： 选择正确答案， 补全文章 （每题题 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, the other is the quality of the product or service that is b
42、eing?A. vital; B. optional; C. priority; D. offered; E. loyalty .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?A. vital; B. optional; C. priority; D. offered; E. loy
43、alty and a returning customer, which is what we all must strive for.Excellent customer service is?A. vital; B. optional; C. priority; D. offered; E. loyalty to businesses today. Its a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer
44、 a?A. vital; B. optional; C. priority; D. offered; E. loyalty . 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 will take care of them, not only before the sale but after as well. After all, in a thriving business c
45、ustomers are not?A. vital; B. optional; C. priority; D. offered; E. loyalty ; its a requirement for businesses to survive. 选自：/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm ? 正确选项是：正确选项是： 1：D. offered;2：E. loyalty;3：A. vital;4：C. priority;5：B. optional 6：阅读理解：根据文章内容，判断正误（每题题 10 分） 。 THE
46、FEEL GOOD FACTOR IN CUSTOMER SERVICEA 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 aspects of a customer service KPI is what is often referred to as
47、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 offering from back to front. In other words, be an information expert.
48、 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 unanswered question.Most of the communication that you relay to
49、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 look your customers in the eye. It shows that we are listening
50、 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 beyond the expectations of your customers. In doing so, it helps
