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1、试卷代号： 3938 国家开放大学 2020 年秋季学期期末统一考试管理英语2试题与答案（在后面）一、将你的学号、姓名及分校（工作站）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。监考人收完考卷和答题纸后才可离开考场。二、仔细读懂题目的说明，并按题目要求答题。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，使用铅笔答题无效。四、考试时间为 60 分钟。一、交际用语（共计 10 分，每小题 分）题：选择正确的语句完成下面对话，井将答案序号写在答题纸上。1. Would you mind filling the q
2、uestionnaire for me? A. No problem. B. Sorry, I can't go there. C. I really appreciate that. 2. - Can you stay here longer? , but I have to be back tomorrow. A. I'd love to B. No, thank you C. I'm afraid not 3 . - Our company is doing a customer service questionnaire. May I take you a mo
3、ment? A. It doesn't matter. B. By all means. C. I have no idea. 4. - I am sorry. Now what were we talking about? A. Never mind. B. That's OK. C. You were saying that you used to be a teacher. 5. Hello, is that service center? The elevator of our apartment doesn't work. A. Oh, I don't
4、 know what's wrong with it. B. Sorry, I'11 have it checked out at once. C. OK, I see. Thank you. 二、词汇与结构（共计 30 分，每小题 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正确选项，井将答案序号写在答题纸上。6. Let's- our plan. A. start B. started C. starting 7. I didn't do- last week. A. nothing C. anything B. something
5、 8. According to their feedback sheets, th e part1c1pants are all -with the training. A. satisfied B. satisfying C. satisfactory 9. The Jiahe Community Service Center is about to -service for residents. A. provided B. provide C. providing 10. I'd like to -that the staff member who served me didn
6、't really seem to know what he was doing. A. point outB. point at C. point in 11. I have coffee -breakfast time. A. at C. on B. in 12. Hiring the right employee -you- a thousand times over in high employee morale. A. paysoff C. paysback B. takeoff 13. Are you familiar- the saying, "it's
7、 not what you know, but who you know"? In event planning, networking is key! A. with C. in B. to 14. We should take the degree -account when we recruit a new secretary. A. with C. of B. into 15. The candidate should dress in a manner that is appropriate to the position -he is applying. A. for w
8、hich C. that B. which 16. Participants- have the Productivity Analysis Worksheet. A. CompletingB. been completed C. completed 17. Under no circumstance -to tell lies to the public. A. the companies are allowed C. the companies will allow B. are the companies allowed 18. We- it very much that you ve
9、come to g1ve us a timely ride. Otherwise we would miss the train. A . appreciate B. expect C . promise 19. We feel -with the inconvenience the service center brought us. A. DisappointedB. worried C. surprised 20. I would rather two weeks earlier. A. you should come here B. you came here C. you had c
10、ome here 三、阅读理解（共计 40 分，每小题 分）21 25 题：阅读下列短文，从 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 The houses we live in are very important. They keep us from being cold in the winter and hot in the summer. In the winter they keep out the snow. They also keep out the wind. Even if it is blowing outside, we are nic
11、e and warm inside. In the summer houses keep the hot sun from us. When it rains, they keep us from getting wet. Houses are also places where we can feel safe. People can't get at us or our things. Houses give us a place to be together with our families and friends. Mothers and fathers care for t
12、heir children there. The children play there. The family eat and sleep under the same roof. Houses are different in many ways. They are made of different things. Some houses are made of wood. Some are made of stone. Sometimes more than one thing is used to make a house. Houses come in different size
13、s. Some houses have only one room. Some houses have more than one room. Big apartment houses found in cities have a great many rooms. They hold many families. The rooms in which each family lives are called an apartment. Houses are different in the ways they are built. Houses in hot countries can be
14、 lightly built. In places it rains much of the time, houses must keep out the water. 21. Which of the following is NOT mentioned in the passage? A. People feel safe in house. B. Families and friends live in the same house. C. Children often play in house. 22. According to the passage, the house can
15、keep out . A. the windB. the snow C. the wind and the snow 23. Houses are in sizes and many ways. A. beautiful C. different B. the same 24. Which of the following is probably NOT the thing used to build houses? A. steel C. stone B. cotton 25. From the passage we can infer that people . A. in hot pla
16、ces like to live the lightly-built houses to get heat B. in the cold places like to live in the strong houses to keep safe C. in some places where it rains much of the time like to live in house which can keep 26 一30的题：请根据短文内容判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 F
17、eedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business. Ask your customers directly and cater to their wishes. This is the simplest&#
18、39;way to find out what people want from your service or product. When hotel customers ate asked what they want for their breakfast and then the hotel staff are asked what'they think the customer wants, the answers are quite different. Be a customer yourself and find out what your customers expe
19、rience when they use your service. This is one of the most obvious but underused ways for . getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you're treated. Use a focus group. Focus groups are representatives of customers whose job is to provide you
20、 with information on their needs and preferences. Use questionnaires and surveys This is one of the most well-established feedback techniques. When well-conducted, they usually work well. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most
21、 resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important m . f . f . ormat10n or 1mprovmg customer care. You may deliver the best service in the world. But if it is not what people want, you're wasting
22、 your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight. 26. Hotel customers and hotel staff think the same about breakfast. 27. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or
23、 not. 28. It's not necessary to know about the customers'needs and preferences. 29. Questionnaires are useful in getting feedback from customers. 30. Front-line staff have nothing to do with improving customer service. 四、翻译（共计 20 分，每小题 分）31- 35: 请从以下 三个选项中选出最佳翻译，并将答案序号写在答题纸上。31. On the last
24、day of the old year, there is a family dinner. A. 在老年人的最后日子，通常有一顿家庭餐。B. 在即将过去的一年的最后一天，会有一次家庭聚餐。C. 在过去的日子里，经常有家庭聚餐。32. Will you be involved in opening the new office? A. 你会加入新办公室吗？B. 你会参与开设新办公室的工作吗？C. 你会被卷入到新办公室的工作中吗？33. I think what should be done is to create more job opportunities for students. A.
25、 我认为我们需要为学生们创造更多的工作机会。B. 我认为我们将来要给学生们更多机会。C. 我认为我们已经给了学生们更多的工作机会。34. I want to leave a little room in the budget, just in case. A. 我想在桶里留点地方，以备不时之需。B. 我想在预算里留着空间，结果发生了意外。C. 我想留一点预算空间，以防万一。35. A true friend is someone who reaches for your hand and touches your heart. A. 一个真实的朋友就是能伸出他的手触碰你心灵的人。B. 一个真实
26、的朋友就是能伸出他的手理解你心灵的人。C. 真正的朋友是一个可以援手帮助并感动你心靡的人。国家开放大学 2020 年秋季学期期末统一考试管理英语 试题答案及评分标准2021一、交际用语（共计 10 分，每小题 分）1-5题：选择正确的语句完成下面对话，并将答案序号写在答题纸上。l.A 2.A 3. B 4. C 5. B 二、词汇与结构（共计 30 分，每小题 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正确选项，井将答案序号写在答题纸上。6.A 7. C 8.A 9. B 10. A 11.A 12. C 13. A 14. B 15. A 16. C 17.B 1
27、8. A 19. A 20. C 三、阅读理解（共计 40 分，每小题 分）21 -25 题：阅读下列短文，从 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。Passagel 21. B 22. C 23. C 24. B 25. A 26- 30 题：请根据短文内容判断给出的语句是否正确，正确的写 "T", 错误的写 "F"' 并将答案Passage2 26. F 27. T 28. F 29. T 30. F 四、翻译（共计 20 分，每小题 分）31- 35: 请从以下 三个选项中选出最佳翻译，并将答案序号写在答题纸上。31. B 32. B 33. A 34. C 35. C