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1、国家开放大学商务英语4章节自测1-8参考答案Unit 1 International Travel会话演练你可以点击下方人物头像进行角色扮演对话练习，也可以点击对话中人物的姓名详细听每句话录音。The First Business TripMike is going on his first business trip and asks Kyle, one of his colleagues, about expenses.Mike：Hey Kyle, guess what! The boss is sending me to Europe for a（marketing）seminar ne
2、xt month! Kyle：Aahh haa! Great! You must be really excited. Youve been itching to go on a（business）trip for months. Mike：Yeah, and he said there would be more coming up, so I should get a（corporate）card. The problem is that I dont know how to go about it.Can you fill me in? Kyle：Sure, no problem. Fi
3、rst, go see Cindy and tell her where youre going and when. Shell arrange for（transportation）and hotel through our travel agent, and then give you the tickets and itinerary in a few days. At the same time, ask her for an（application）form for the card. Mike：Will I use the card for everything?Kyle：No,
4、we have company（credit）arrangements with some major airlines and hotels. For this trip, youll probably only use it for food.Not all restaurants accept the card,so you may have to pay（cash）. Mike：So do I have to pay out of my own pocket?Kyle：Im afraid so.We used to have cash advances ,but the company
5、 stopped that when they started（issuing）cards. Mike：Will the company reimburse everything?Kyle：No, there are maximum per diem rates. Ill give you a list. Of course, personal items arent covered. And make sure you keep all your receipts. Youll have to attach them to your（expense）account when you get
6、back. Mike：Anything else?Kyle：Since youll be traveling often, apply for a frequent flyer card.Gathering frequent flyer miles is one of the perk of OCS（travel）.And let me know how you like living out of a suitcase . 边学边练根据录音，判断正误。1.Kyle is flying to Europe for a marketing seminar.（）2.Mike is happy fo
7、r his business trip.（）3.Mike can use the corporate card for everything.（）4.All the restaurants can accept the corporate card.（）5.The company can reimburse everything for the business trip.（）6.Mike should keep all his receipts and attach them to his expense account when he gets back.（）会话演练你可以点击下方人物头像
8、进行角色扮演对话练习，也可以点击对话中人物的姓名详细听每句话录音。An Arrangement for Business TripMike is asking Cindy to help him make arrangements for his business trip.Mike：Cindy, Im planning a trip to Frankfurt and Paris, with Barcelona as a final destination. Id like you to make the necessary arrangements for me. Cindy： Certai
9、nly, Mike.（How would you like to go）Mike：Id like to fly to Frankfurt for a stay of two days, and go by train to Paris and then on to Barcelona.Cindy：Ill get in touch with the railroad and airline passenger representatives immediately. （Do you still want a bedroom）? Mike：Yes. And please make sure the
10、 train has a lounge car with food included. Cindy：（When do you plan to leave）? Mike：I expect to depart for Frankfurt on Sunday, September 1st, any time after 1:00 in the afternoon. Ill spend the evening of the 1st and all day of the 2nd there. Ill leave on the 3rd, on either a late afternoon or an e
11、arly evening train for Paris. I want to be in Barcelona all day September 7th.Please book an open return flight from Barcelona to Frankfurt. Cindy：（Will you fly business class）, Mike? And where shall I make the hotel reservations? Mike：Yes, business class. Simon told me that he was quite satisfied w
12、ith the hotels he had stayed in before in these cities. （Could you please make reservations for me）at those places and then send me my itinerary as soon as possible? Cindy：Yes, I will.Mike：Thank you so much.Cindy：Youre welcome.边学边练听录音，选择正确答案1.Where is Mike planning his trip to?A.Asia.B.America.C.Eur
13、ope.2.What means of transportation would Mike NOT like to use for his trip?A.Ship.B.Plane.C.Train.3.How long will Mike stay in Frankfurt?A.For 2 days.B.For 7 days.C.For 3 days.4.When will Mike depart for Paris?A.On September 2nd.B.On September 3rd.C.On September 1st.5.According to the dialog, which
14、of the following statements is NOT true?A.Mike will fly to Frankfurt from Barcelona.B.Mike will fly business class.C.Mike will fly to Paris from Frankfurt.边学边练阅读短文，判断正误。It is convenient for travelers to travel around the world as many banks and travel services issue travelers checks. （）2.Travelers c
15、an sign on the checks whenever they have time. （）3.Quite a few travelers like to buy the checks. （）4.Travelers do not worry about the circulation period of the checks as there is no time limit for it.（）5.The issuing offices have to pay interests for the travelers checks during their circulation peri
16、od. （）6.Banks and travel services are reluctant to provide travelers checks.（）把下面句子翻译成中文。7.Travelers checks have all the advantages of cash, but none of the risks.旅行支票具有现金的所有优点，而没有任何风险。8.Travelers checks are generally used by people on vacation instead of cash.旅行支票主要是度假人士使用，避免了携带现金。9.If a travelers
17、check was lost or stolen, it could be replaced by the issuing financial institution.如果旅行支票丢失或被盗，可以由发行的金融机构换发。10.The use of travelers checks has been in decline since the 1990s.自 20 世纪 90 年代以来，旅行支票的使用呈下滑趋势。11.Travelers checks often have a higher exchange rate than the rate of credit or debit cards.旅行
18、支票的汇率通常比信用卡和贷记卡的汇率要高。短文听读Schengen Visa Application StepsAFill out an application form beforehand to obtain a Schengen visa. BPrepare all the requirements for your Schengen visa application. CCheck the processing time to ensure you get your Schengen visa on time.DIdentify the country or countries you
19、 will be traveling to.（D）It is particularly important to know which countries you are traveling 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 embas
20、sy 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 des
21、tination, you should apply for the visa at the embassy or consulate of the first Schengen country on your travel itinerary.（A）You can download and print off the form online. （B）Depending on the consulate or embassy, you are required to show the following documents: a valid national passport; evidenc
22、e showing the purpose of your trip (e.g. international conference); proof of medical insurance; a round-trip travel ticket; proof of funds .（C）The processing time varies per embassy, so it is important to take the processing time into account when planning your trip. 边学边练阅读短文，选择正确答案。1.This passage i
23、s mainly about _.A.how to apply for a Schengen visaB.who can apply for a Schengen visaC.what a Schengen visa is2.If you are intending to visit two or more Schengen countries, you will need to send your application _.A.directly to the embassies or consulates of those countriesB.to the embassy or cons
24、ulate of the first Schengen country on your travel itineraryC.to the embassy or consulate of the country that shall be your main destination3.You can download and print off the form _.A.by your friendsB.via your phoneC.on the Internet4.You are required to show the following documents EXCEPT _.A.a ro
25、und-trip travel ticketB.a valid national passportC.a birth certificate5.The processing time is _ per embassy.A.differentB.similarC.the same写一封邀请函根据样例所给信息，写一封访问邀请函。 Your name and position: Simon Zhang, President of Tianjin Trust Intl Trade Co., Ltd. Your business partners: Mr. James Laird, and Mr. Lu
26、ke Smith. Time of visit: between Jan. 28 and Feb. 4, 2018. Purpose of visit: potential financing. Expenses to be borne by: your business partners.参考答案：Dear Mr. James Laird and Mr. Luke Smith,How are you going? Im Simon Zhang, President of Tianjin Trust Intl Trade Co., Ltd.There will be a meeting abo
27、ut potential financing in Tianjin between Jan 28 and Feb 4, Id like to invite you to attend this meeting, share your precious ideas with us. The expenses will be borne by yourselves, please be noted.Looking forward to your coming.Best regards,Simon Zhang Unit 2 Customer Service边学边练根据对话填空，注意顾客投诉的问题与细
28、节问题。1. Problems:（Clients complained about the slow service.）2. Causes:（The recent layoffs might be the affecting factor in the drop of the quality of customer service.）3. Actions to be taken：（reporting to the vice president;）边学边练听录音，把句子补充完整1.Quality affects every function of the company and（all）of i
29、ts employees.2.With Zero Defects the company aims to produce goods that are（absolutely）perfect.3.Putting mistakes right is labor-intensive and（costly）and its more cost-effective to produce a perfect product with no defect .4.If your competitor can produce perfect products, your customers will prefer
30、 （theirs）.5.A service has to be so good that there is no dissatisfaction and there are（no）complaints from your clients.6.A manufacturer can change suppliers to get materials of the highest quality, even if this means paying（more）.7.The extra cost is justified if the quality of your own production（im
31、proves）.8.To introduce Quality you must sell the idea to everyone in the company: （all）of the staff have to believe in quality.听录音，把句子补充完整Moving Offices The 8th floor in one building to the 6th in another building. The distance between the buildings is about 15 kilometers.Companys name: （Sail Moving
32、 Company）Calling objectives: （How the fee is calculated）It depends on the floor to move to, the distance between the two places and the amount of furniture to move. （The moving companys standard rate）The charge is divided into two parts, the payment in advance and the rest. That means you need to pa
33、y 50% upon signing the contract and the rest when finishing moving. （Damage and compensation measures）We are professional movers and we have adopted special protective measures. If any of the article are damaged during the move, you may make a claim for compensation with our company.边学边练阅读短文，匹配段落主题。
34、Para.1（The American idea of customer service）Para.2（Honored guest）Para.3（Checkout service）Para.4（Satisfaction guaranteed）Para.5（Customer loyalty）短文听读通读全文，了解短文大意，将段落补充完整。The Feel Good Factor in Customer ServicePara. 1（Challenge in customer service）A challenge in working in customer service is to ensu
35、re that you have focused your attention on the right key areas, measure by the right Key Performance indicator (KPI). One of the most important aspect 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 expe
36、rience, but to offer an experience that exceeds expectations. Several key points are listed as follows: Para. 2（Know your products）Know what products / services 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 fol
37、lowed 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. Para. 3 （Body language）Most of the communication that you relay to others is done through body language.
38、 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 you are listening to them and hearing what they are sa
39、ying.And of course smiling is more inviting than a blank look or frown. Para. 4 （Anticipate guest needs）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
40、 to know that you care and it will leave them with the Feel Good Factor that you are searching for.边学边练仔细阅读短文，选择段落大意。1.The main idea of Para. 1:A. The challenge in customer service is to understand their needs and make them satisfied.B. The goal of customer service is to give them an experience that
41、 meets their expectations.C. The Feel Good Factor in customer service means making customers feel good.2.The main idea of Para. 2:A. Leave your customer with an unanswered question is acceptable.B. You need to be an information expert to your products or services.C. Its safe to say I dont know to yo
42、ur customers.3.The main idea of Para. 3:A. Body language in communication plays an important role in customer service.B. Smiling can always make people feel good.C. Both positive body language and negative body language are necessary in customer service.4.The main idea of Para. 4:A. Customers like s
43、urprises.B. Customers like the feeling of being cared.C. Try your best to help your customers.写作训练句子排序，形成一封商业索赔信的回复信。A. We would be happy to continue to cooperate in any way we can in facilitating the utility of the tester.B. Unfortunately, though we regret your dissatisfaction with our product, our
44、 investigation does not support your claim.C. Yours sincerely,D. Your claim, outlined in your letter of June 2, with regard to the performance of our tester, has been given thorough consideration here.E. Dear David,F. Clement LeeG. consequently , we are not prepared to accept the tester if returned
45、and will have no alternative but to insist on payment of the contracted amount.The correct order is: 1.（E）2. （D）3. （B）4. （G）5. （A）6. （C）7. （F）Unit 3 Negotiation会话演练听录音，补全文章。Team NegotiationsDue to globalization and growing business trends ,（negotiation）in the form of teams is becoming widely adopted
46、 . Teams can effectively collaborate（complex）negotiation. There is more（knowledge）and wisdom dispersed in a team than in a single mind. Writing, listening, and talking, are specific roles team members must（satisfy）. The capacity base of a team reduces the（amount）of blunders , and increases familiari
47、ty in a negotiation.边学边练听录音，判断对话中的句子属于哪个阶段。Preparation（Id like to get the ball rolling by talking about prices）Exchanging information（But Im a little worried about the prices youre asking）Closing and commitment（If you can guarantee that on paper, I think we can discuss this）Bargaining（I dont know how we can make a profit with those numbers）会话演练听Bill和Lucas聊一聊机器采购。Buying MachinesLucas Bowen from Linton, a UK business company, is calling Bill Wang to order some machines.Bill：Bill Wang. East Sea International.Lucas：Hello, this is Lucas Bowen from Linton in the UK. Id li