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1、国家开放大学商务英语4形考任务（单元测试1-8）参考答案单元自测1一、选择填空题（每题10分，共5题）1、_? Yes, business class.A. Will you fly business class B. When do you plan to leaveC. Where shall I make hotel reservation2、_? Sure, no problem. First, go see Cindy and tell her where youre going and when.A. Will the company reimburse everythingB.
2、Will I use the card for everything C. Can you fill me in3、Travellers checks are generally _ small face value.A. atB. on C. of4、You can download and print off the _ online.A. fromB. formC. formal 5、If you are intending _ just one Schengen country, you will need to apply for the Schengen visa directly
3、 with the embassy or consulate of that particular country.A. to visitB. visitingC. visited 6、 How would you like to go?_.A. Ill get in touch with the railroadB. Id like to fly to Frankfurt for a stay of two daysC. I expect to depart for Frankfurt on Sunday, September 1st7、_? I expect to depart for F
4、rankfurt on Sunday, September 1st, any time after 13:00 pm.A. How would you like to goB. Where shall I make hotel reservationC. When do you plan to leave8、Can you fill me _ ? I need some detailed information.A. inB. upC. out9、Please _ an open return flight from Barcelona to Frankfurt.A. paperB. text
5、C. book10、We used to _ cash advances.A. hadB. havingC. have11、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.A. I am sorry to hear that.B. Great! You must be happy.C. So what?12、Many of the banks and t
6、ravel services in the western countries provide convenience for the travellers by issuing travellers _. A. checksB. cashC. credit cards13、Travellers, when _ the checks, have to sign the checks in the presence of the bank or service clerks.A. buyB. buyingC. to buy14、The processing time _ per embassy.
7、A. variousB. varietyC. varies15、_ behalf of Vancouver C&S Intl Trade Corp., I am pleased to invite you and your colleagues to visit us.A. ForB. OnC. In二、阅读理解/翻译/完形填空（题型随机）（共50分）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 travelle
8、rs 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 recogn
9、ized. 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 tw
10、enty 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
11、 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 travel
12、lers checks.（T）2. There are no signatures of travellers who have bought the checks.（F）3. Quite a few travellers like to buy the checks.（T）4. Travellers do not worry about the circulation period of the checks as there is no time limit for it.（T）5. Banks and travel services are reluctant to provide tr
13、avellerschecks.（F）二、阅读理解/翻译/完形填空（题型随机）（共50分）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 a
14、pplication. 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
15、 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
16、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
17、. 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 passag
18、e is mainly about（）.A. what is a Schengen visaB. who can apply for a Schengen visaC. how to apply for a Schengen visa2. If you are intending to visit two or more Schengen countries, you will need to send your application（）.A. to the embassy or consulate of the country that shall be your main destina
19、tionB. directly with the embassy or consulate of that particular countryC. to the embassy or consulate of the first Schengen country on your travel itinerary3. You can download and print off the form（）.A. via your phoneB. on the InternetC. by your friends4. You are required to show the following doc
20、uments EXCEPT（）.A. a round-trip travel ticketB. a valid national passportC. a birth certificate5. The processing time is（）per embassy.A. differentB. the sameC. similar二、阅读理解/翻译/完形填空（题型随机）（共50分）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
21、 or in cash. You can（B）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（C）or with cash. If you prefer to pay in cash, the appointment website will produce a bank deposit slip（A）on the type of appointment for which yo
22、u have registered; the deposit slip will indicate how much you must pay. You must print this bank（C）, 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（A）
23、, and enter the bank receipt confirmation number into the requested field.二、阅读理解/翻译/完形填空（题型随机）（共50分）1、翻译：为句子选择正确的翻译（每题10分）。1. Can you fill me in? A. 你能替代我一下吗？B. 你能为我填写吗？C. 你能向我详细介绍一下吗？2. Not all restaurants accept the card.A. 所有酒店都不接受此卡。B. 并非所有酒店都接受此卡。C. 所有酒店接受的不是此卡。3. We used to have cash advances.
24、A. 我们以前是预支现金。B. 我们使用已有的现金。C. 我们习惯了预支现金。4. Let me know how you like living out of a suitcase.A. 到时候告诉我没有旅行包你是怎么活下来的。B. 到时候告诉我你是怎么带着旅行包生活的。C. 到时候告诉我你怎么那么喜欢带着旅行包生活。5. It is very profitable for the issuing offices to finance the funds they collect by issuing travellers checks.A. 对发行机构来说，发行旅行支票提供融资便利是有利可
25、图的。B. 对发行机构来说，融资有利可图，他们征集资金，发行旅行支票。C. 对发行机构来说，征集资金，发行旅行支票，融资等，都是有利可图的。单元自测2一、选择填空题（每题10分，共5题）1、 Hello, is that Sail Moving Company? _?A. Yes, this is Jack speaking. Thanks for calling. What can we do for youB. Yes, Im Jack. Thanks for calling. What can we do for youC. Yes, speaking. What can I do fo
26、r you2、 What is the distance between the new building and your office? _.A. It is near to the bus stopB. It is about 15 kilometersC. It is very close3、Customers wont find store clerks sitting around _ .A. watching TV or playing cardsB. to watch TV or play cardsC. watching TV or to play cards4、The Am
27、erican idea of customer service is _ each customer the center of attention.A. madeB. to makeC. make5、Customers often remain _ to a business that has excellent service even if their prices are high. A. loyalB. loyallyC. loyalty6、 What does the customers complaint say? _.A. He says he will write us a
28、thank-you letterB. He says he hasnt gotten back the monitor for repairsC. He wants to know whether we could give him a discount7、 The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this? _.A. Well, I wonder whether the recent layoffs are
29、 affecting the quality of our customer serviceB. What do you think? But I have no ideaC. Thats the clients own problem, I guess8、_ the situation may be, make sure that you dont leave your customer with an unanswered question.A. WhateverB. WheneverC. However9、If things have _ , the person youre talki
30、ng to will want to know the reasons.A. got upB. gone wrongC. turned down10、Looking your customers in the eye shows that we are listening to them and hearing _ .A. why are they sayingB. how are they sayingC. what they are saying11、 How do you calculate the fee if we ask you to move the office furnitu
31、re? _.A. We can give you a 10% discountB. Sorry, we are not available these daysC. The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move12、If any of the articles are damaged during move, you may make a _ for compensation with our company.A.
32、 requestB. demandC. claim13、Some of the customers complaints seem _ .A. inacceptableB. unacceptableC. unaccepted14、Some stores even offer _ lanes for customers with 10 items or less to checkout quickly. A. expireB. expressC. exact15、The customer service representative will often allow customers to e
33、xchange the product they bought or return it for a full _ .A. compensationB. repayC. refund二、阅读理解/翻译/完形填空（题型随机）（共50分）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, me
34、asured 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. S
35、everal 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”. Wh
36、atever 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 imp
37、ortant 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
38、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 custom
39、ers an experience that meets their expectations.（F）2. Leave your customer with an unanswered question is unacceptable.（T）3. Both positive body language and negative body language are necessary in customer service.（F）4. Eye contact is one of the most important aspects of positive body language.（T）5.
40、The underlined “going the extra mile to help them” in the last paragraph means “going a long way to help them”.（F）二、阅读理解/翻译/完形填空（题型随机）（共50分）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 i
41、n to play when a consumer is determining buying value, the other is the quality of the product or service that is being（D）.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 crea
42、te（E）and a returning customer, which is what we all must strive for.Excellent customer service is（A）to businesses today. Its a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer a（C）. Greet them in a friendly manner, whether that be v
43、ia 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（B）; its a requirement for businesses to survive.二、阅读理解/翻译/完形填空（题型随机）（共50分）阅读理解：根据文章内容，把每一段和其所谈论的话题
44、相匹配（每题10分）。Customer Service1. 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.（B）2. When customers get to a store, they are treated as honored guests. Customers dont usually find st
45、ore 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.（D）3. When customers are ready to checkout, they can go to the nearest and
46、 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.（E）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, “