【2022秋期版】1391国开电大本科【商务英语4】期末一体化、纸质考试第四大题阅读判断题库

［2022秋期版］1391国开电大本科《商务英语4》期末一体化、纸质考试

第四K蔑闻垓判断题库说明:更新至2022年7月试题，适用于2023年1月期末期末一体化、纸质考试。［首字母音序A］Achallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe'TeelGoodFactor".Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows：Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.ltisokaytosay"Idon'tknow”,butitshouldalwaysbefollowedupby"butletmefindouf'orpossibly"butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.ltshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe'TeelGoodFactor^thatyouaresearchingfor.26.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.［答案］F.Leavingyourcustomerwithanunansweredquestionisunacceptable•［答案］TLeaveyourcustomerwithanunansweredquestionisunacceptable.［答案］TBothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice•［答案］FEyecontactisoneofthemostimportantaspectsofpositivebodylanguage•［答案］T30.知"尸customersaresatisfiedifanemployeegoestheextramiletohelp址em•［答案］TTheunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.［答案］F[首字母音序C]ONLINESHOPPINGSPREESETSRECORDChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear'soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup'sTmallandTaobaositeshadexceededthatoflastyear'sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It'snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.1.Onlineretailerstookholdoftheshoppingspreetoincreasesalessuccessfully.［答案］TThefinalfigureofSinglesDayforthisyearreached19.1billionyuan.［答案］FCyberMondayisasimilareventintheGreatBritain.［答案］F4.Othere-commercesitesdidaswellasAlibabaGrouponSinglesDay.［答案］F5.JackMa'sgoaloftransactionsizeistoreach100billionyuaninseveralyears.［答案］T[首字母音序F]FOURTIPSFORBECOMINGAFRANCHISEEIfyouwanttobecomeafranchisee,thetipsbelowcanhelpyoutofindtheperfectopportunity.BEFOCUSDONYOURPREFERENCE.Onthestageofdecision-making,thebottomlineis:Donftruleoutabusinesswithoutlearningorseeingwhattheday-to-daywilllooklike.Forinstance,thinkaboutamomreturningtotheworkforcewhoknowsshewantstointeractwithchildrenonadailybasis.Amongthehundredsofoptionsthere,sheneedstodecideifshewouldliketobehandsonasateacherorifshewouldrathermanageafacilitythattutorschildreninmath.Decidingbetweenthetwoiseasyifsheconsiderswhichday-to-daypositionshewouldpreferandhowthatwillimpactherothergoals.BEPROACTIVEWITHYOURRESEARCH.Afteryou'vedeterminedwhatroleyouwantinafranchise,ifsimportanttostartresearchingdifferentoptions.Physicallyvisitmanydifferentfranchiselocationsandbrowsethewebandthendeterminewhatwillbeafitinyourcommunity.Makesurethefranchisorhasexperience.Beforesigningontoafranchise,itisessentialtoaskthefranchisorabouttheexecutiveteamanditspastindustryexperience.Findoutifthecompanyleadershavehadsignificantexperienceatanotherfranchiseandarenowapplyingthatknowledgesuccessfully.READTHEFRANCHISEDISCLOSUREDOCUMENTCAREFULLY.Thefirstthingtolookatishowmuchafranchisewouldcosttopurchase.Makesureyouhaveafinancialadvisorwhocanlookatthatitemwithyouandseethetypeofprofitafranchiseecanmakeonaverage.It'salsoimportanttotakealookatthepost-terminationclauseintheagreementtomakesurethatwhenyouwanttoleavethebusiness,youknowthetermswellandyourinterestsareproperlyprotected.Decideonabusinesswithlearningorseeingwhattheday-to-daywilllooklike•［答案］TBeforeyou'vedeterminedwhatroleyouwantinafranchise,it!stimetostartthebusiness•［答案］FBeforesigningontoafranchise,theessentialjobistoaskthefranchisorabouttheexecutiveteamanditspastindustryexperience.［答案］TThefirstthingtolookatishowlongafranchisewouldtaketopurchase.［答案］FTomakesurethatwhenyouwanttoleavethebusiness,youhavemadeenoughmoneyandyouaresatisfiedwiththat.［答案］F［首字母音序I］FOURTIPSFORBECOMINGAFRANCHISEEIfyOUwanttobecomeafranchisee,thetipsbelowcanhelpyoutofindtheperfectopportunity.BEFOCUSDONYOURPREFERENCE.Onthestageofdecision-making,thebottomlineis:Don'truleoutabusinesswithoutlearningorseeingwhattheday-to-daywilllooklike.Forinstance,thinkaboutamomreturningtotheworkforcewhoknowsshewantstointeractwithchildrenonadailybasis.Amongthehundredsofoptionsthere,sheneedstodecideifshewouldliketobehandsonasateacherorifshewouldrathermanageafacilitythattutorschildreninmath.Decidingbetweenthetwoiseasyifsheconsiderswhichday-to-daypositionshewouldpreferandhowthatwillimpactherothergoals.BEPROACTIVEWITHYOURRESEARCH.Afteryou!vedeterminedwhatroleyouwantinafranchise,it!simportanttostartresearchingdifferentoptions.Physicallyvisitmanydifferentfranchiselocationsandbrowsethewebandthendeterminewhatwillbeafitinyourcommunity.Makesurethefranchisorhasexperience.Beforesigningontoafranchise,itisessentialtoaskthefranchisorabouttheexecutiveteamanditspastindustryexperience.Findoutifthecompanyleadershavehadsignificantexperienceatanotherfranchiseandarenowapplyingthatknowledgesuccessfully.READTHEFRANCHISEDISCLOSUREDOCUMENTCAREFULLY.Thefirstthingtolookatishowmuchafranchisewouldcosttopurchase.Makesureyouhaveafinancialadvisorwhocanlookatthatitemwithyouandseethetypeofprofitafranchiseecanmakeonaverage.It'salsoimportanttotakealookatthepost-terminationclauseintheagreementtomakesurethatwhenyouwanttoleavethebusiness,youknowthetermswellandyourinterestsareproperlyprotected.1.Decideonabusinesswithlearningorseeingwhattheday-to-daywilllooklike•［答案］TBeforeyou'vedeterminedwhatroleyouwantinafranchise,it'stimetostartthebusiness•［答案］FBeforesigningontoafranchise,theessentialjobistoaskthefranchisorabouttheexecutiveteamanditspastindustryexperience•［答案］TThefirstthingtolookatishowlongafranchisewouldtaketopurchase•［答案］FTomakesurethatwhenyouwanttoleavethebusiness,youhavemadeenoughmoneyandyouaresatisfiedwiththat.［答案］F［首字母音序M］TRAVELLER，SCHECKManyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller1schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon'thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller'schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.ltisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller*schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon'tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.Litisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers*checks.［答案］TTherearenosignaturesoftravellerswhohaveboughtthechecks.［答案］FQuiteafewtravellersliketobuythechecks.［答案］TTravellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit•［答案］TBanksandtravelservicesarereluctanttoprovidetravellers'checks.［答案］F［首字母音序O］ONLINESHOPPINGSPREESETSRECORDChineseshoppersspentbillionsonlineyesterdayastheytookadvantageofdiscountsofferedonSinglesDay(November11).Itisafestivalforyoungsinglepeopletocelebratebyeatingtogether,sendinggiftsorgoingshopping,thusseizedonbyonlineretailerstoincreasesales.Ittookonly13hoursforsalesonjusttwoonlinesites,TaobaoandTmall,toflypastlastyear'soveralltotalof19.1billionyuan(US$3.1billion).ThefinalfigureofSinglesDayreachedanastonishing35.02billionyuanashundredsofthousandsofconsumersrushedtobuyclothes,furniture,andhomedecorationitemsatdiscountprices.WhatfriendsandcolleaguesgreetedeachotherwiththatdaywasBoughtanythingtoday?astheyexchangedtalesofbargainsordisappointingnewsofpopularitemssoldoutminutesafterthespreebeganatmidnight.Inunderninehours,turnoverattheAlibabaGroup'sTmallandTaobaositeshadexceededthatoflastyear'sCyberMonday,asimilareventintheUnitedStates.Wehopeothere-commercesitesalsodidagoodjobaswewantSinglesDaytobeaholidayforconsumersandagoodchanceforretailerstodiscovertheunmetneedsofshoppers,JackMa,founderandchairmanofAlibabaGroup,toldreporters.It'snotadifficultthingtobringourtotaltransactionsizeto100billionyuaninacoupleofyearsbutwehopetodomoretohelpvendorsandmanufacturerstoupgradetheirproductsandservicetoreachmoreclients,Masaidatanewsbriefing.1.Onlineretailerstookholdoftheshoppingspreetoincreasesalessuccessfully.［答案］TThefinalfigureofSinglesDayforthisyearreached19.1billionyuan.［答案］FCyberMondayisasimilareventintheGreatBritain.［答案］F4.Othere-commercesitesdidaswellasAlibabaGrouponSinglesDay.［答案］F5.JackMa'sgoaloftransactionsizeistoreach100billionyuaninseveralyears.［答案］T［首字母音序S］SUCCESSFULTEAMworkandteambuildingTeambuildingskillsarecriticalforyoureffectivenessasamanagerorentrepreneur.Andevenifyouarenotinamanagementorleadershiproleyet,betterunderstandingofteamworkcanmakeyouamoreeffectiveemployeeandgiveyouanextraedgeinyourcorporateoffice.Teambuildingsuccessiswhenyourteamcanaccomplishsomethingmuchbiggerandworkmoreeffectivelythanagroupofthesameindividualsworkingontheirown.Therearetwocriticalfactorsinbuildingahighperformanceteam.Thefirstfactorinteameffectivenessisthediversityofskillsandpersonalities.ltmeanspeopleusetheirstrengthsinfull,butcancompensateforeachother'sweaknesses.Or,differentpersonalitytypesbalanceandcomplementeachother.Theothercriticalelementofteamworksuccessisthatalltheteameffortsaredirectedtowardsthesamecleargoals,theteamgoals.Thisreliesheavilyongoodcommunicationintheteamandharmonyinmemberrelationships.Inreallife,teamworksuccessrarelyhappensbyitselfiftherearenofocusedteambuildingeffortsoractivities.Thereissimplytoomuchroomforproblems.Forexample,differentpersonalitiesmaybuildupconflicts.Orevenworse,somepeoplewithsimilarpersonalitiesmaystartfightingforauthorityanddominanceincertainareasofexpertise.Eveniftheteamgoalsareclearandacceptedbyeveryone,theremaybenoteamcommitmenttothegroupgoals,ornoconsensusonthemeansofachievingthosegoals.Theremaybealackoftrustandopennesswhichmayblockthecriticalcommunicationandleadtolossofcoordinationintheindividualefforts.Thisiswhyeveryteamneedsagoodleaderwhoisabletodealwithallteamworkissues.1.Teambuildingskillsarenotsocriticalifyouareonlyanemployee•［答案］FToformahighperformanceteam,youneedmanyimportantfactors.［答案］FAgoodteamshouldhaveadiversityofpersonalities•［答案］TTeamworksuccessisquitecommoninpractice•［答案］FTosolvealltheproblems,youneedacapableleader.［答案］T[首字母音序T]THREEAMERICANSWINNOBELECONOMICSPRIZETheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeineconomicstothreeAmericans,EugeneFama,LarsPeterHansenandRobertShilleronOct.14,2013.EugeneFamaandLarsPeterHansenarebothprofessorsattheUniversityofChicago.RobertShillerisaprofessoratYaleUniversity.Theywillsharetheprizeworthabout1.2milliondollars.Thisyear'sprizeineconomicsciencesisaboutpredictions.Allthreeofthisyear'sprizewinnersaremainlyknownfortheirresearchandexplanationsofpricingforcesinfinancialmarkets.Theyhavehadabiginfluenceonthewaypeoplelookatandtalkaboutfinancialmarkets.EugeneFama'sresearchonfinancialmarketsinthe1960sledmarketwatcherstochangetheirideasaboutinvesting.Hisideasarelinkedtothetheorythatmarketsareefficient,whichmeansmarketactorstakingallavailableinformationtocreatethecorrectpriceforthingsatanygiventime.Thisalsomeansthatovershortperiodsoftime,itisnotpossibletopredictprices.RobertShillerfound,however,thatoverlongperiods,theoppositeistrue.ltispossibletopredictthemovementofpricesandthatpricechangesarelinkedtohumanbehavior.Thefindingsofbotheconomistshaveledtothegrowthofindexfundsjnvestingmanydifferentsecuritiesasawaytoreducerisk.MrShilleralsohelpedtocreatetheStandard&Poor'sCase-Shillerhomepricesindex.ThatindexfollowshomepricesacrosstheUnitedStates.LarsPeterHansendevelopedamethodforstudyinghistoricalpricinginformation.HismethodsupportsMrShillefsfindingsandhasinfluencedeffortstopredictpricesinthefinancialindustry.TheNobelPrizeineconomicswasnotcreatedbyAlfredNobel,butwasestablishedinhismemorybySweden'scentralbankin1968.TheRoyalSwedishAcademyofSciencesawardedtheNobelPrizeinelectronicstothreeAmericansonOct.14,2013.［答案］FEugeneFama,LarsPeterHansenandRobertShillerwontheprizefortheirresearchandexplanationsofpricingforcesinfinancialmarkets•［答案］TEugeneFama'sresearchonfinancialmarketsinthe1960sresultedinsomechangeinhowmarketwatcherslookatinvesting.［答案］TThefindingsofbotheconomistshaveledtothegrowthofpriceprediction,investingmanydifferentsecuritiesasawaytoreducerisk.［答案］FTheNobelPrizeineconomicswasestablishedinmemoryofAlfredNobelbySweden'scentralbankin1968.［答案］TTRAVELLER9SCHECKManyofthebanksandtravelservicesinwesternprovideaconveniencefortravellersbyissuingtraveller1schecks.Travellers,whenbuyingthechecks,havetosignthechecksinthepresenceofthebankorserviceclerks.Duringthetrip,travellerscancashthechecksfromtheagenciesofthebankorthetravelservicewhenevertheyneedaftertheircounter-signaturesarerecognized.Alotoftravellersliketobuythesechecksastheydon'thavetotakealongmuchcashandworryaboutcounterfeitsignatures.Theagencieswillgetbackthemoneytheyhavepaidbysendingthecheckstotheissuingoffices.Traveller1schecksaregenerallyofsmallfacevalue,suchastenortwentydollars,orfiveortenpounds,formiscellaneouspayments.Thereisnotimelimitfortheircirculationperiod.ltisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller1schecksbecausetheynotonlyreceiveaservicechargefromthecheckbuyers,buttheyalsodon'tneedtopayanyinterestnomatterhowlongthechecksremainincirculationbeforeclearing.Thisiswhybanksandtravelservicesarewillingtoprovidethisconvenience.l.Itisconvenientforthetravellerstotravelaroundtheworldasmanybanksandtravelservicesissuetravellers1checks』答案］TTherearenosignaturesoftravellerswhohaveboughtthechecks.［答案］FQuiteafewtravellersliketobuythechecks.［答案］TTravellersdonotworryaboutthecirculationperiodofthechecksasthereisnotimelimitforit.［答案］TBanksandtravelservicesarereluctanttoprovidetravellers'checks•［答案］FTHEFEELGOODFACTORINCUSTOMERSERVICEAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoastheFeelGoodFactor.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.ltisokaytosayIdon'tknow,butitshouldalwaysbefollowedupbybutletmefindoutorpossiblybutthispersonwillbeabletoassistyou.Whateverthesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.ltshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththeFeelGoodFactorthatyouaresearchingfor.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.［答案］FLeaveyourcustomerwithanunansweredquestionisunacceptable.［答案］TBothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.［答案］FEyecontactisoneofthemostimportantaspectsofpositivebodylanguage•［答案］TTheunderlinedgoingtheextramiletohelptheminthelastparagraphmeansgoingalongwaytohelpthem.［答案］FTHEGOLDENRULESOFNEGOTIATINGTheartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:ALWAYSSTARTTHENEGOTIATIONS.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.ALWAYSNEGOTIATEINWRITING.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.ltwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.ALWAYSSTAYCOOL.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomesinsanelyinvestedinpersonalagendasanduselessemotions.Crying,gettingangryandblowingoffsteammaymakeyoufeelgood,butsuchbehaviorwillnotbenefityouwhilenegotiating.Whentherestoftheroomgetsemotional,staycoolanduselogictonegotiateandclose.l.Ifyoulettheotherpartystartnegotiations,youwillbecompletelygraspthecontrol,oftenwithoutevenrealizingit.［答案］F2,S