国开(中央电大)本科《商务英语4》形考任务(单元自测1至8)试题及答案范文

国开(中央电大)本科商务英语4形考任务(单元自测1至8)试题及答案范文国开(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_ 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 and 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Great! 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 travellers 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 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. 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 SCHEDULE YOUR VISA APPOINTMENTPayment can 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 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 amount, 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）。TRAVELLERS CHECKMany of the banks and travel services in western provide a convenience for travellers by 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. 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 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 they 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 travellers 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 provide travellerschecks. 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 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 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 shall 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 visa. 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) Proof of medical insurance A round-trip travel ticket Proof of fundsCheck 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 ABC. 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 Internet 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 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 have 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 about 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 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 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 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 customer 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 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 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 missing 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, 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, 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 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 customers are not 答案B. optional ；its a requirement for businesses to survive.选自：http：/ . 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 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 feel special. 答案B. the American idea of customer 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. 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 guest 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 and 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 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 guaranteed 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 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 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 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. 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 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 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 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 unanswered 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 题目 Could you be so kind as to turn down that rock n roll？ Im preparing for tomorrows meeting 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 pressure from his business rivals. 答案solution 题目At the same time, the negotiator keeps things secret _ would limit his/her ability to negotiate. 答案that 题目Hello, this is Lucas Bowen. Id like to order some machines. _. When do you need them？ 答案No problem 题目Ill also throw in the discount of 10% on your up front deposit. What do you think about this suggestion？ _. 答案Ok, I think weve both have done our best for this 题目Ill be away on a business trip. Would you mind signing for my express delivery？ _. 答案Id be happy to 题目In business，whatever you do, do not _ illegal benefit. 答案chase 题目Okay then, so to confirm：a 6% discount but you pay all the shipping and installation costs. _. Ill call you tomorrow. 答案That sounds all right 题目That might be acceptable _ you handle the insurance fees. 答案if 题目Their skill and _ has got them on the sales team. 答案enthusiasm 题目They wanted to _ a discussion on economics. 答案initiate 题目To attract investors, the government has _ its tax and labor laws. 答案adjusted 题目We cant manage that _ you pay for the installation. 答案unless 题目When the rest of the room _ emotional, stay cool and use logic to negotiate and close. 答案gets 翻译：为句子选择正确的翻译（每题10分）。1. By understanding how non-verbal communication works, a negotiator must be able to understand the information the other participants are giving out non-verbally.A；B；C 答案A通过理解非语言性交际如何起作用，谈判者一定能够理解其他参与者透露的非语言性信息。2. Look the person in the eye with honesty and respect.A；B；C 答案B诚实而尊敬地注视这个人。3. If possible, it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room.A；B；C 答案B. 如果有可能，让谈判双方花时间一起处于谈判室以外的舒适氛围，可能会有帮助的。4. This is because whoever controls the start of the negotiations tends to control where they end.A；B；C 答案C这是因为无论谁控制了谈判的开始，谁往往就能掌控谈判的结果。5. The negotiation table can be loaded with agendas, egos and emotions.A；B；C 答案A谈判桌承载着议事日程，自我意识和各种情绪。完形填空：选择正确答案，补全文章（每题10分）。Another example is reading non-verbal communication. 答案B. Being able to read the non-verbal communication of another person can be a great asset in the communication process. By being aware 答案A. of different signs and expressions 答案B. that a person gives verbally and non-verbally, a negotiator can adjust his/her approach and the negotiation can go smoothly. If 答案C. possible , it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room. Being familiar with another person helps you to 答案A. sense the differences between verbal and non-verbal communication within the negotiation atmosphere. 阅读理解：根据文章内容，判断正误（每题10分）。THE GOLDEN RULES OF NEGOTIATINGThe art of negotiating is a difficult skill for most of us, even good salespeople. Here are three golden rules for you to follow：1. ALWAYS START THE NEGOTIATIONS.You must initiate the process. This is because whoever controls the start of the negotiations tends to control where they end. If you let the other party start negotiations, you will be constantly giving up control, often without even realizing it. For instance, when you ask someone what his project budget is, you are allowing him to start the negotiations. You will then spend your time chasing his number rather than finding the best solution. So, never let the other party control the negotiations.2. ALWAYS NEGOTIATE IN WRITING.The purpose of negotiations is to arrive at a formal written agreement, not tell a story or spend time talking. From the first moment you begin a proposal, you should create a document and take it to the client. It will include all the points of agreement and become real to the prospective customer. Negotiating first and then having to create a document adds unnecessary time to a transaction. But if you build your written agreement as you negotiate, you are prepared to ask for a signature the moment the decision to buy is made.3. ALWAYS STAY COOL.The negotiation table can be loaded with agendas, egos and emotions. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes insanely invested in personal agendas and useless emotions. Crying, getting angry and blowing off steam may make you feel good, but such behavior will not benefit you while negotiating. When the rest of the room gets emotional, stay cool and use logic to negotiate and close. 1. If you let the other party start negotiations, you will be completely grasp the control, often without even realizing it. 答案F 2. So, never let both parties control the negotiations. 答案F 3. Negotiating first and then having to create a document doesnt need necessary time to a transaction. 答案T 4. Great negotiators know how to stay cool, providing leadership and solutions, while the rest