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 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： /www. ouchn. cn。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 I d like to fly to Frankfurt for a stay of two days题目behalf of Vancouver C&S Int l Trade Corp. , I am pleased t
2、oinvite you andyour 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 you re going and when.答案 Can you fill me in题目？ Yes, business class.答案 Will
3、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 nextmonth.You ve been itching to go on a business trip for months.答案 Great! You must be happy.题目If you are intending just one Schengen coun
4、try, you will needto apply forthe 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 forthe travellers by issuing traveller s .答案 checks题目Please an open return flight from Bar
5、celona to Frankfurt.答案 book题目The processing time per embassy.答案 varies题目Traveller s checks are generally small face value.答案 of题目Travellers, when the checks, have to sign the checks in thepresence ofthe bank or service clerks.答案 buying题目We used to cash advances.答案 have题目You can download and print of
6、f 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. 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 p
7、rofitable for the issuing offices to finance the funds they collect by issuingtraveller s 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 SCHEDULE YOUR VISA APPOINTMENTPayment can be made with a UnionPay debit card or in cash. You can 答案 B. pay directlythrough the we
8、bsite, 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 deposit slip 答案 A. based on the type ofappointment for which you have registeredthe dep
9、osit slip will indicate how much you must pay.You must print this bank 答案 C. deposit slip , log off the appointment site, proceed toa local Citic bank branch, present the bank deposit slip, pay the requested amount, obtainan original bank receipt for the transaction, log back into the 答案 A. appointm
10、ent 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）。TRAVELLER S CHECKMany of the banks and travel services in western provide a convenience for travellers byissuing traveller s checks. Travellers, when buying the checks, have to sign the che
11、cks inthe presence of the bank or service clerks. During the trip, travellers can cash the checksfrom the agencies of the bank or the travel service whenever they need after theircounter-signatures are recognized. A lot of travellers like to buy these checks as they don thave to take along much cash
12、 and worry about counterfeit signatures. The agencies will getback the money they have paid by sending the checks to the issuing offices.Traveller s checks are generally of small face value, such as ten or twenty dollars, orfive or ten pounds, for miscellaneous payments. There is no time limit for t
13、heir circulationperiod. It is very profitable for the issuing offices to finance the funds they collect byissuing traveller s checks because they not only receive a service charge from the check buyers,but they also don t need to pay any interest no matter how long the checks remain in circulationbe
14、fore 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 travelservices issue travellers checks. 答案 T2. There are no signatures of travellers who have bought the checks. 答案 F3. Qui
15、te a few travellers like to buy the checks. 答案 T4. Travellers do not worry about the circulation period of the checks as there is no time limit5. Banks and travel services are reluctant to provide travellers checks. 答案F阅读理解：根据文章内容，完成选择题(每题10分)。SCHENGEN VISA APPLICATION STEPSIdentify the country or c
16、ountries you will be travelling to. It is particularly importantto know which countries you are travelling to because it determines where and how you are goingto send your application. If you are intending to visit just one Schengen country, you will need to apply forthe Schengen visa directly with
17、the embassy or consulate of that particular country. If you are intending to visit two or more Schengen countries, your application mustbe sent to the embassy or consulate of the country that shall be your main destination. If you are intending to visit several Schengen countries, but do not have a
18、maindestination, you should apply for the visa at the embassy or consulate of the first Schengencountry on your travel itinerary.Fill out an application form beforehand to obtain a Schengen visa. You can download andprint off the form online.Prepare all the requirements for your Schengen visa applic
19、ation. Depending on the consulateor 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 processing time to ensure you g
20、et your Schengen visa on time. The processingtime varies per embassy, so it is important to take the processing time into account whenplanning your trip.1. This passage is mainly about ABC .答案 C. how to apply for a Schengen visa2. If you are intending to visit two or more Schengen countries, you wil
21、l need to send yourapplication ABC .答案 A. to the embassy or consulate of the country that shall be your main destination3. You can download and print off the form ABC .答案 B. on the Internet4. You are required to show the following documents EXCEPT ABC .答案 C. a birth certificate5. The processing time
22、 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 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 m
23、ove to, the distance between two places and the amountof 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 have a reason for this？答案 Well, I wonder whether the recent layoffs are affecting the quality of our customerservice题目 What
24、does the customer s complaint say？答案 He says he hasn t gotten back the monitor for repairs题目 What is the distance between the new building and your office？答案 It is about 15 kilometers题目the situation may be, make sure that you don t leave yourcustomer with anunanswered question.答案 Whatever题目Customers
25、 often remain to a business that has excellent serviceeven if theirprices are high.答案 loyal题目Customers won t find store clerks sitting around .答案 watching TV or playing cards题目If any of the articles are damaged during move, you may make a for compensationwith our company.答案 claim题目If things have , t
26、he person you re talking to will want to know thereasons.答案 gone wrong题目 Looking your customers in the eye shows that we are listening to them and hearing.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
27、to checkoutquickly.答案 express题目The American idea of customer service is each customer the centerof attention.答案 to make题目The customer service representative will often allow customers to exchange the productthey 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 o
28、f 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 money-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 ex
29、pectations 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 missing parts in theorder 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 consum
30、er receives before, during and aftera purchase. It s one of the factors that come in to play when a consumer is determining buyingvalue, 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, bu
31、t aloyal customer. Customer service is a part of that experience.Top notch service will create 答案 E. loyalty and a returning customer, which is whatwe all must strive for.Excellent customer service is 答案 A. vital to businesses today. It s a component thatis often missing, unfortunately. How do you p
32、rovide great customer service？ Always make yourcustomer a 答案 C. priority . 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 beforethe sale but after as well. After all, in a thriving bu
33、siness customers are not 答案 B.optional ； it s a requirement for businesses to survive.选自： http： /marketing. about. com/od/pl . . . ustomer-Service. htm阅读理解： 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）。CUSTOMER SERVICE1. The American idea of customer service is to make each customer the center of attention.And
34、 wherever you go, good customer service means making customers feel special. 答案 B. theAmerican idea of customer service 2. When customers get to a store, they are treated as honored guests. Customers don t usuallyfind store clerks sitting around watching TV or playing cards. Instead, the clerks gree
35、t themwarmly and offer to help them find what they want. Customers usually don t have to ask howmuch items cost, since prices are clearly marked. 答案 D. honored guest 3. When customers are ready to checkout, they can go to the nearest and shortest checkout lane.Good stores open new checkout lanes whe
36、n the line ups get too long. Some even offer expresslanes for customers with 10 items or less. After they pay for their purchases, customers receivea smile and a warm thank you and have a nice day from the clerk. 答案 E. checkout service4. In America, customer service continues long after the sale. Ma
37、ny products come with amoney-back guarantee. Expensive items like cars, computers or stereos often have a warrantythat ensures trouble-free use for a period of a year or more. Advertisements regularly includethe motto, Your satisfaction is guaranteed. So if there is a problem with the product, custo
38、merscan take it back. The customer service representative will often allow them to exchange theitem or return it for a full refund. 答案 A. satisfaction guaranteed 5. Customer service in America grows out of the belief that the customer is always right. Ifa person receives poor service from a store, h
39、e probably will avoid shopping there in the future.On the other hand, customers often remain loyal to a business that has excellent service evenif their 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 CUSTOMER SERVICEA challenge in working in customer ser
40、vice is to ensure that you have focused your attentionon the right key areas, measured by the right Key Performance Indicator (KPI) . One of the mostimportant aspects 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 ha
41、ve a good experience, but to offer anexperience 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 aninformation expert. It is okay to say I don t know, but it should always be followed up bybut let m
42、e find out or possibly but this person will be able to assist you. Whatever the situationmay be, make sure that you don t leave your customer with an unanswered question.Most of the communication that you relay to others is done through body language. If youhave negative body language when you commu
43、nicate with others, it shows that you don t care.Two of the most important aspects of positive body language are smiling and eye contact. Makesure to look your customers in the eye. It shows that we are listening to them and hearingwhat they are saying. And of course smiling is more inviting than a
44、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 Good Factor that youare se
45、arching for.1. The goal of customer service is to give customers an experience that meets theirexpectations. 答案 F2. Leave your customer with an unanswered question is unacceptable. 答案 T 3. Both positive body language and negative body language are necessary in customerservice. 答案 F4. Eye contact is
46、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 longway 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） 进行搜索题目 Could you be so kind as to turn down that rock n roll？ I m preparing for tomorrow smeeting report.答案 Sure. Sorry to disturb you题目has good reputation will sooner or later be successful in his business.答案 Whoever题目Although he has sought to find a peaceful , he is facing more pressurefrom hisbusiness rivals.答案 solution题目At the same time
