商务交际英语2考试样题.doc

湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题（开卷）注 意 事 项一、 将你的准考证号、学生证号、姓名及分校（工作站）的名称填写在答题纸的规定栏内。考试结束后，把试卷和答题纸放在桌上。试卷和答题纸均不得带出考场；二、 仔细读懂题目的说明，并按题目的要求答题。答案一定要写在答题纸的指定位置上，写在试卷上的答案无效；三、 用蓝、黑圆珠笔或钢笔答题，使用铅笔无效。 Part I MULTIPLE CHOICES (10小题，每题1分，共10分) Directions: Choose the letter indicating the best choice to complete each sentence or answer each question:1.What is the main purpose of a process description? A. To enable the reader to describe things. B. To explain how something works. C. To describe what an object looks like. D. To describe the parts of a mechanism. 2.Which of the following is required in all graphic aids? A. A unique number for referencing purposes and a title. B. A title and a graphic. C. A title and a source line. D. A unique number and a source line. 3.The main difference among transparencies, slides and computer presentations is_.A. in how your audience sees the visual aids B. in the time you use to prepare the visual aids C. in how many visual aids your prepare D. in the computer program you use to prepare the visual aids 4.Which of the following is a good example of an apology made to a customer for a mix-up in an order? A. “Im sorry about that. Let me see what you should have received and Ill fix it for you.” B. “Oh Im sorry, that must have happened during the night shift. I can fix that for you.” C. “Well, I didnt take your original order, but I can place a new order for you.” D. “Oh, one of the trainees probably input the order incorrectly. Sorry about that.” 5.What is especially important when talking on the telephone?A. Speaking clearly. B. Speaking more loudly than usual. C. Avoiding distractions. D. Using a conversational tone. 6.When a verbal message and a nonverbal message disagree with each other, most of the time we _.A. believe the verbal message B. believe both C. believe the nonverbal message D. are confused 7.Effective listeners _.A. share the responsibility for communicating with the sender B. listen and focus elsewhere if they already know about the topic C. evaluate the sender and act accordingly D. take notes on everything that is said 8.The three main parts of an oral presentation are _.A. an anecdote, a body and a summary B. an introduction, a body and a summary C. a quotation, an intermediate and a closing D. an introduction, a body and a closing 9.Which nonverbal symbol has the greatest capacity to keep your audience involved?A. Good eye contact. B. A smile. C. A hand gesture. D. Casual clothing. 10.Sending a follow-up letter after an interview shows _.A. you are eager to please B. you remember what you said during the interview C. you know you are a serious contender for the position D. you are interested in the job and want to know the decision Part II TRUE / FALSE (10小题，每题1分，共10分) Directions: 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 coursebook.( ) 11. A manual is simply one very long set of instructions.( ) 12. Most process descriptions include a part-by-part description.( ) 13. A map is used to show geographic relationships.( ) 14. An internal customer is someone who works within the company.( ) 15. A service provider who makes a mistake is behaving unethically.( ) 16. Nonverbal symbols exist in both written and oral communication.( ) 17. Speakers can use nonverbal symbols to contradict a verbal message.( ) 18. When asked to speak without any notice, you make a textual presentation.( ) 19. To avoid making a mistake, sit before the key players choose their place.( ) 20. An attractive, well-written resume can lead to an invitation for a job interview.Part III QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)Directions: Answer the following questions briefly and concisely. 21. What part of speech is normally used to begin each step in a set of instructions? ANS: 22. How many sets of data should you present in one big bar graph at most? ANS: 23. What is customer service?ANS: 24. What are the three things that make up body language in nonverbal communication? ANS: 25. What is the first thing you should do in organizing a meeting? ANS: Part IV READING COMPREHENSION (10小题，每小题2分，共20分)III. READING COMPREHENSION （10小题，每小题2分，共20分）Directions: Read the following two passages and answer the questions.Passage One:Eye contact is a nonverbal technique that helps the speaker “sell” his or her ideas to an audience. Besides its persuasive powers, eye contact helps hold listener interest. A successful speaker must maintain eye contact with an audience. To have good rapport (关系) with listeners, a speaker should maintain direct eye contact for at least 75 percent of the time. Some speakers focus exclusively on their notes. Others gaze over the heads of their listeners. Both are likely to lose audience interest and esteem. People who maintain eye contact while speaking, whether from a podium (讲台) or from across the table, are “regarded not only as exceptionally well-disposed by their target but also as more believable and earnest.”To show the potency of eye contact in daily life, we have only to consider how passers-by behave when their glances happen to meet on the street. At one extreme are those people who feel obliged to smile when they make eye contact. At the other extreme are those who feel awkward and immediately look away. To make eye contact, it seems, is to make a certain link with someone.Eye contact with an audience also lets a speaker know and monitor the listeners. It is, in fact, essential for analyzing an audience during a speech. Visual cues from audience members can indicate that a speech is dragging, that the speaker is dwelling on a particular point for too long, or that a particular point requires further explanation. As we have pointed out, visual feedback from listeners should play an important role in shaping a speech as it is delivered.26.This passage is mainly concerned with _.A. the importance of eye contact B. the potency of nonverbal techniques C. successful speech delivery 27. As emphasized in the passage, a good speaker must _ most of the time.A. focus on his or her notes B. maintain direct eye contact with the audience C. be very persuasive and believable 28. The word “target” in the last sentence of the first paragraph can best be replaced by _.A. “destination” B. “goal” C. “audience” 29.In daily life, when the glances of two passers-by happen to meet, what will these two persons inevitably do? A. Smile to each other. B. Try to make a conversation with each other. C. Neither of the above. 30.Eye contact with an audience, according to the author, doesnt help the speaker to _.A. control and interest the audience B. analyze his audience when he is starting C. gain audience esteem Passage Two:More than 65 percent of a companys business comes from current customers. Those customers are not easily replaced, so it is every companys job to keep its current customers satisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers.In the fast-paced world of retail (零售), customer loyalty is especially important. So many stores are selling the same products that retailers have to offer customers something more. That something more is their customer service. Discount coupons (商家的优待券), valet parking（代客泊车）(where parking is a problem), and free gift wrapping are just some of the extras retailers now offer.Another important facet of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance. They should see them as an excellent opportunity for some free feedback, although it is true that a small percentage of customers do complain unjustly. But the vast majority of customers who complain are telling retailers what they need to hear. For this reason, retailers should (1) listen carefully, (2) respond positively, (3) admit a mistake immediately, or if a mistake has not been made, explain the reason for the confusion,(4) ask customers what they would like done, and (5) comply with their requests. Good customer service is the surest way to stand out from all of the other retailers. 31.Why are current customers important to retailers?A. They shop at the same place from habit. B. They provide two-thirds of a companys business. C. They are different from new customers. 32.Many stores sell the same products. How can one retailer stand out?A. With discount coupons. B. Through heavy advertising. C. With the quality of its customer service. 33.How can retailers get free feedback?A. By increasing profits. B. By paying attention to complaints. C. By promoting holiday sales. 34.Most customers who complain are _.A. doing it unjustly B. just trying to get their money back C. telling the retailer what he should know 35.If a mistake has not been made, a retailer should _.A. offer a reason for the misunderstanding B. pretend it never happened C. get an apology from the customer IV. TRANSLATION（4段短文，每段5分，共20分）Directions: Translate the following passages into Chinese:36.Listening carefully, using appropriate body language, and interpreting other peoples body language are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.37.Eyes provide a most revealing facial expression and often are called “the windows of the soul”. Eyes reveal feelings such as excitement, boredom, and concentration. Eyebrows also send various messages. Raised eyebrows may mean nervousness, surprise, or questioning, pinched together they may imply confusion or indecision.38.Use an agenda to determine and control the direction of the meeting. Problems arise when meeting participants stray from the topic-when attention drifts to peripheral issues or personal stories. Remain polite and friendly, but keep the group on track. When participants ramble, summarize what you think they have said and ask a question to point them in a specific direction.39.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.Part VI WRITING (2大题，40题10分，41题20分，共30分)40.Rewrite the following letter so that it sounds polite and does not cost the company a customer. (10 分) Hints: Use you-attitude.Provide a self-addressed envelop.Ask him to check if his payment is actually past due.Invite him to come to the store again soon.Dear Customer,Our records prove that your June payment is past due. To preserve your credit rating, you must get that payment to us by next Friday. Thank you for your attention to this matter.41. Write a letter to your part-time supervisor, asking him to write a letter of recommendation for you because you think he is familiar with your abilities and performance. Ask him to make a special mention of your skill as a cashier and ability to work with others. Do not forget to express your thanks and ask him to send the letter before a certain date. (20分) 商务交际英语（2）考试样题 第 5 页 （共5页）湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题答题纸题 号Part IPart IIPart IIIPart IVPart VPart VI总 分得 分得分评卷人Part I. MULTIPLE CHOICES (10小题，每题1分，共10分)1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 得分评卷人Part II. TRUE OR FALSE (10小题，每题1分，共10分)11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 得分评卷人Part . QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)21. 22. 23. 24. 25. 得分评卷人Part . READING COMPREHENSION (10小题，每小题2分，共20分)Passage 126. 27. 28. 29. 30. Passage 231. 32. 33. 34. 35.得分评卷人Part V. TRANSLATION (4段短文，每段5分，共20分)36. 37. 38. 39. 得分评卷人Part VI. WRITING (2题，40题10分，41题20分，共30分) 4041 商务交际英语（2）考试样题答题纸 第 2 页 （共2页）湖南广播电视大学开放教育英语专业专科商务交际英语（2）考试样题标准答案及评分细则Part I MULTIPLE CHOICES (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. Your judgment should be based on your understanding of the course book. 1. B2. B3. A4. A 5. A 6. C7. A8. D9. A 10. D Part 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. 11. F12. F13. T14. T15. F 16. T17. T18. F19. F20. T Part QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分) 21. What part of speech is normally used to begin each step in a set of instructions?ANS: A verb.22. How many sets of data should you present in one big bar graph at most?ANS: Four.23. What is customer service?ANS: The performance of activities to ensure customer satisfaction.24. What are the three things that make up body language in nonverbal communication?ANS: Facial expressions, gestures and posture. 25. What is the first thing you should do in organizing a meeting?ANS: Determine its objective.Part READING COMPREHENSION (10小题，每小题2分，共20分) Read the following two passages and answer the questions.Passage 126. A27. B28. C29. C30. B Passage 231. B32. C 33. B34. C35. A Part V TRANSLATION (4段短文，每段5分，共20分) Translate the following sentences into Chinese. 26.Listening carefully, using appropriate body language, and interpreting other peoples body language are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message.对于良好的交流，仔细倾听，使用适当的肢体语言，解释他人的肢体语言等，都与话语清晰，用词恰当同样重要。你通过外表、姿势和面部表情等发出的非言语信息是强烈的。有可能信息接收者在一段时间后甚至忘记了特定的口头信息，但是仍然记住了非言语信息。27.Eyes provide a most revealing facial expression and often are called “the windows of the soul”. Eyes reveal feelings such as excitement, boredom, and concentration. Eyebrows also send various messages. Raised eyebrows may mean nervousness, surprise, or questioning, pinched together they may imply confusion or indecision.眼睛所表达的面部表情最能说明问题，因此眼睛常常被称为“心灵的窗户”。眼睛能传达诸如兴奋、厌烦和集中等情感。眉毛也传达各种信息。眉毛上翘可能意味着紧张，惊讶或疑问，而眉头紧皱可能意味着困惑或犹疑不决。28.Use an agenda to determine and control the direction of the meeting. Problems arise when meeting participants stray from the topic-when attention drifts to peripheral issues or personal stories. Remain polite and friendly, but keep the group on track. When participants ramble, summarize what you think they have said and ask a question to point them in a specific direction.要用议程来确定和把握会议的方向。当与会者偏离主题时，问题就会产生注意力转移到边缘话题上或是个人故事上。要保持礼貌和友好，也要使大家话不离题轨。当与会者漫无边际时，概括一下你认为他们所说的意思，然后提一个问题把他们引向确定的方向。29.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。评分细 则5译文能忠实表达原文内容，通顺流畅，无语法错误；4译文能较好表达原文内容，语句较通顺，有少许语法错误；3译文能基本表达原文内容，语句基本通顺，有一些语法错误；2译文能大致表达原文内容，语句欠通顺，有不少语法错误；1译文与原文的内容有出入，语句杂乱，语法错误较多；0与试题无意义的译文或空白。Part WRITING (2大题，40题10分，41题20分，共30分) 40. Rewrite the following letter so that it sounds polite and doe4s not cost the company a customer. (10 分)Hints: Use you-attitude.Provide a self-addressed envelop.Ask him to check if his payment is actually past due.Invite him to come to the store again soon.Dear Customer,Our records prove that your June payment is past due. To preserve your credit rating, you must get that payment to us by next Friday. Thank you for your attention to this matter.Suggested key: Dear Mr. Johnson,We are afraid that you might have overlooked your June payment due to us? Please check the enclosed statement to make sure it is correct. If there is no problem, please send your check in the enclosed self-addressed envelope to cover the overdue amount. If you think we have made an error, please call us