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1、2020年1月3938国开电大管理英语2试题及答案2019年1月3938国开电大管理英语2试题及答案 一、交际用语(每小题2分，共10分) 1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。1.-Hi， Helen， Ill have an interview tomorrow.Im afraid I cant make it. -_ A.Sure， you can.Take it easy. B.Im sorry to hear that， C.Thats all right. 答案A 2.-Why do you look unhappy.Whats the matter? -
2、_ A.Im satisfied with the good performance of the radio Ive just bought. B.Im glad to have bought this radio at such a price. C.Im rather disappointed with the poor quality of the radio Ive just bought. 答案C 3.-Our company is doing a customer service questionnaire.May I take you a moment? -_ A.It doe
3、snt matter， B.By all means. C.I have no idea. 答案B 4.-_ -It will take at least two weeks. A.How soon will you finish our annual report? B.How often will you finish our annual report? C.How long have you finished our annual report? 答案A 5.-Would you like to go to the concert with us? -_， but Ive promis
4、ed to help Jim with his Chinese.Thank you all the same. A.I hate concerts B.Ill go with you C.I wish I could 答案C 二、词汇与结构(共计30分，每小题2分) 6一20题：阅读下面的句子，从A、B、C三个选项中选出一个能填入空白处的正确选项，并将答案序号写在答题纸上。6.Im writing to_， a position as a computer engineer in your company. A.thank for B.wait for C.apply for 答案C 7.Yo
5、u need to_those questionnaire papers for your company. A.handout B.hand in C.hand on 答案A 8.We feel_with the inconvenience the service center brought us. A.disappointed B.worried C.surprised 答案A 9.You must_the annual certification of employment online within 15 days. A.submit B.omit C.commit 答案A 10.H
6、iring the right employee_you_a thousand times over in high employee morale. A.pays.off B.take.off C.pays.back 答案C 11.Our workers have been checking the heating system since you called us.I_ you it will perform well soon. A.argue B.affect C.assure 答案C 12.Questionnaires are not suitable_some people. A
7、.in B.for C.with 答案B 13.We should keep in mind_the feedback is very helpful for planning future meetings and events. A.what B.that C.when 答案B 14.The investor should be aware of the limitations of the financial statement analysis_the annual report. A.based on B.basing on C.base on 答案A 15.It is only b
8、y agreeing with their viewpoint and_that you will resolve the situation and send the customer away happy. A.suggesting a possible solution B.suggest a possible solution C.suggested a possible solution 答案A 16.The new year is just_. A.in corner B.around the corner C.outside the corner 答案B 17.Under no
9、circumstance to tell lies_to the public. A.the companies are allowed B.are the companies allowed C.the companies will allow 答案B 18._a company really wants is a candidate has the right skills. A.What.that B.What.what C.That.that 答案A 19.He is_this company. A.in charge of B.in the charge of C.under the
10、 charge of 答案A 20.The more information you can get，_in your field. A.the more competitive will you be B.you will be the more competitive C.the more competitive you will be 答案C 三、阅读理解(共40分，每小题4分) 21一25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。Passage 1 PP HC and Goose neck are two organizations that
11、do similar community work.Each has hired a new staff member to make contact with and provide services to new parents.Elaine has accepted a job with PP HC.She has a degree in psychology but has never done this type of work before.On her first day， after showing her to her desk and introducing her to
12、colleagues， the director gives her a town map and a list of the names of the families she will be responsible for， and wishes her luck.After lunch， Elaine sets out to contact the families， worried about what shell door say when she meets them. Mark has a degree similar to Elaines， and has just been
13、hired by Goose neck.On his first day， he learns that his job will consist of training for the next week.Mark spends two days going on family visits with experienced staff members， and discusses with them what they did and why.He role-plays some situations with other staff members， and gets some dire
14、ct instruction from them.By the following week， when hes on his own， he feel she has a pretty good idea of what he needs to do， and how to go about it.And he knows that his training will continue. Which situation would you rather be in， being thrown into the thick of things with no training or being
15、 trained to prepare for the work youre going to do? 21.What are PP HC and Goose neck? A.They are two companies that do similar business. B.They are two organizations that do different community work. C.They are two organizations that do similar community work. 答案C 22.Which degree does Elaine have? A
16、.Psychology degree. B.Physiology degree. C.Sociology degree. 答案A 23.Which of the following statements is TRUE according to the passage? A.Elaine has done this type of community work so her organization doesnt provide staff training. B.Mark has a clear idea of his job after the training. C.Mark knows
17、 his training comes to an end. 答案B 24.How is Mark trained to be prepared for his work? A.Mark spends two days on family visits with experienced staff members and discuss with them. B.Mark role-plays some situations with other staff members and gets some direct instruction from them. C.Both A and B.
18、答案A 25.What is the main idea of the passage? A.The importance of training. B.Different training ways. C.Elaine sand Marks work experience. 答案C 26一30题：请依据短文内容推断给出的语句是否正确，正确的写“T”，错误的写“F“，并将答案写在答题纸上。Passage 2 Feedback from your customers is very important.The more information you have from them， the mo
19、re competitive you will be in your field.The following techniques will help you know what the customers think of your business. (1) Ask your customers directly and cater to their wishes.This is the simplest way to find out what people want from your service or product.When hotel customers are asked
20、what they want for their breakfast and then the hotel staff are asked what they think the customer wants， the answers are quite different. (2) Be a customer yourself and find out what your customers experience when they use your service.This is one of the most obvious but underused ways forgetting f
21、eedback.For example， you can act as one of the customers in a wheelchair， and see how youretreated.(3) Use a focus group.Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. (4) Use questionnaires and surveys.This is one of the mo
22、st well-established feedback techniques.When well-conducted， they usually work well. (5) Encourage your front-line staff to build strong relationships with customers.Your front-line staff are the most resourceful and reliable， as well as the least costly， of your customer feedback sources.Their comm
23、unication with the customers will become important information for improving customer care. You may deliver the best service in the world.But if it is not what people want， youre wasting your time.Implement one， two， three or all of the above techniques， and your service and product will improve ove
24、rnight. 26.Hotel customers and hotel staff think the same about breakfast. 答案F 27.A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not. 答案T 28.Its not necessary to know about the customers needs and preferences. 答案F 29.Questionnaires are usefu
25、l in getting feedback from customers. 答案T 30.Front-line staff have nothing to do with improving customer service. 答案F 四、翻译(共计20分，每小题4分) 31一35题：请从以下A、B、C三个选项中选出最佳翻译，并将答案序号写在答题纸上。31.The old saying“practice makes perfect”applies to interviewing too. A.古话“曲不离口”也适用于聘请。B.古话“熟能生巧”对面试也是适用的。C.在申请面试资格时我们经常用到古
26、话“熟能生巧”。答案B 32.We cant possibly get the work done by October. A.十月份前我们不行能做完这项工作。B.十月份前我们不行能做这项工作。C.十月份后我们不行能做完这项工作。答案A 33.A few minutes later the doctor came out of his room for the third time. A.几分钟后，医生来到他的房间第三次。B.几分钟后，医生第三次从他的房间走出来。C.医生在迟到的几分钟后，最终从他的房间走出来为了第三名。答案B 34.I dont know why he is late， he might have had an accident. A.我不知道他为何没有迟到，很有可能遇上了事故。B.我不知道他为何迟到，肯定是遇上了事故。C.我不知道他为何迟到，可能遇上了事故。答案C 35.Angry customers tend to aim their dissatisfaction and complaints at staff members. A.生气的顾客往往会把员工当做他们发泄不满和埋怨的目标。B.生气的顾客安排把对员工的不满和埋怨当做目标。C.生气的顾客趋向于把员工的不满和埋怨当成目标。答案A