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1、2021年1月1391国开电大本科商务英语4期末考试试题及答案2021年1月1391国开电大本科商务英语4期末考试试题及答案 一、交际用语(共计10分，每小题2分) 1-5题：依据对话内容选择恰当的选项。1.Im really fed up with Larry! _ A.Im sorry to hear that. B.Really? C.Hey， whats up? 答案C 2.Aunt Cindy， do you shop online often? _ A.No， I dont think so. B.Thats a good idea. C.Yes.Its very convenie
2、nt. 答案C 3.Are there any disadvantages to shopping online? _But I think this problem will be solved soon. A.It makes life easy. B.It takes sometime for the stuff you buy online to arrive. C.The stuff you buy online arrives quickly. 答案B 4.Is there a bank near here? _ A.No， I dont like it. B.Yes.I saw
3、him this morning. C.Yes.There is one just down the road. 答案C 5.Ill be away on a business trip.Would you mind signing for my express delivery? _ A.I have no time. B.Yes， I do. C.Id be happy to. 答案C 二、词汇与结构(共计30分，每小题2分) 6-20题：阅读下面的句子，从 三个选项中选出一个能填入空白处的最佳选项。6.We used to_cash advances. A.had B.having C.
4、have 答案C 7.We cant manage that_you pay for the installation. A.if B.when C.unless 答案C 8.The same is true_individual proprietorships. A.of B.to C.at 答案B 9.When the rest of the room_emotional， stay cool and use logic to negotiate and close. A.get B.gets C.got 答案A 10.But Jerry， have you really thought
5、this_?You would essentially be giving up the company that your great-grandfather built. A.through B.of C.about 答案A 11._friends and colleagues greeted each other with that day was“Bought anything today?” A.That B.Who C.What 答案C 12.The franchisor_the franchisee should observe the regulations to make t
6、he business go well. A.or B.as well as C.either 答案B 13.Trademarks， proprietary service marks and regulations need_carefully. A.to be observed B.be observed C.being observed 答案A 14.Customers wont find store clerks sitting around_. A.watching TV or playing cards B.to watch TV or play cards C.watching
7、TV or to play cards 答案A 15.The long-term assets are known as_assets. A.fixed B.current C.net 答案A 16.In business， whatever you do， do not_illegal benefit. A.chase B.choose C.challenge 答案A 17.Even though hes_out of college and still a bit green， he is a great co-worker. A.flesh B.fresh C.flash 答案B 18.
8、It will_about eight percent more than initially projected. A.spend B.pay C.cost 答案C 19.Im still working on_a few problems. A.iron in B.to iron at C.ironing out 答案C 20.Although he has sought to find a peaceful_， he is facing more pressure from his business rivals. A.solute B.solve C.solution 答案C 三、阅读
9、理解(共计40分，每小题2分) 21-25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案。Cyber Monday rocked while mobile sales roared. The day widely regarded as the Super Bowl of online sales created a record day for retailers， including Walmart， and marked a shift in shopping preferences as smart phones and tablets drove nearly a thir
10、d of trafficand for some retailers， more than half. W expects to register its biggest Cyber Monday yet， coming off a record Black Friday weekend online.Heading into the afternoon Monday， the website had already soldout of PlayStation 4 and Xbox One consoles， which werent even discounted.Significant
11、savings on TVs and tablets also encouraged shopping， says Joel Anderson， CEO of W. Retailers from Target to Sears are fast evolving Cyber Monday into something more akin to Cyber Week， as online deals stretch well beyond Monday. As of 6 p.m.ET， sales on Amazon were up 44.3%over last year， while sale
12、s at eBay were up 32.1%， according to Channel Advisor， which tracks third-party sellers on eBay and Amazon.The online marketplaces are doing well in part because shoppers are heading to those sites to find popular products that are selling out at regular retailers， says Scot Wingo，CEO of Channel Adv
13、isor. Flash-sale site Rue La La started Cyber Monday deals on Sunday with a“Cyber thon”that drew more than 350， 000 people to the site.The sale promoted as much as 80% off on more than 150 brands.On Monday， sales of Cole Haan and Pandora Jewelry merchandise were strongest， CEO Steve Davis says. 21.R
14、etailers used moble devices and drove nearly a third of traffic， or even more than half to online shopping.As we know that_doesnt belong to the mobile device. A.tablets B.smart phones C.personal computer 答案C 22.PlayStation 4 and Xbox One consoles were sold out on_the afternoon Monday although they w
15、erent even discounted. A.eB B.W C.A 答案B 23.According to_sales on Amazon were up 44.3%over last year， while sales at eBay were up 32.1%. A.Walmart B.Rue LaLa C.Channel Advisor 答案C 24.Cyber Monday deals on Sunday with a“Cyber thon”that drew more than_people to the site. A.350，000 B.35，000 C.3，500，000
16、答案A 25.We can infer from the passage_isnt an online retailer. A.Sears B.Channel Advisor C.Walmart 答案B 26-30题：阅读下面的句子，依据文章内容进行推断，正确的写“T”，错误的写“F”。Passage 2 A 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 Per
17、formance 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
18、 follows： Know what products/service you are offering from back to front.In other words， bean 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 maybe， make sure
19、 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
20、 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
21、.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. 26.The goal of customer service is to give customers an experience that meets their expectatio
22、ns. 答案F 27.Leave your customer with an unanswered question is unacceptable. 答案T 28.Both positive body language and negative body language are necessary in customer service. 答案F 29.Eye contact is one of the most important aspects of positive body language. 答案T 30.“Going the extra mile to help them”in
23、 the last paragraph means“going along way to help them”. 答案F 四、写作(共计20分) 31.依据要求完成作文。According to the sample letter above and based on the following information， you are required to write an invitation letter to your business partners and invite them to China. (1) Your name and position：Simon Zhang，
24、 President of Tianjin Trust Int1TradeCo.，Ltd (2) Your business partners； Mr.James Laird and Mr.Luke Smith (3) Time of visit：between Jan. 28 and Feb. 4 (4) Purpose of visit：potential financing (5) Expenses to be borne by：your business partners 备注： 依据上述信函样本，并依据以下信息，您须要向您的商业伙伴写一封邀请函，邀请他们来中国。（1）您的姓名和职位：张锡蒙，天津信托国际贸易有限公司总裁； （2）您的商业伙伴：詹姆斯莱尔德先生和卢克史密斯先生； （3）参观时间：1月28日至2月4日； （4）访问目的：潜在融资； （5）由您的业务伙伴担当的费用。参考答案：