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1、国家开发大学商务英语 4 形考答案第一单元一、选择填空题（每题 10 分，共 5 题）Sure,no problem.First,go see Cindy and tell her where youre going and when.选择一项：C.Can you fill me inHey 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.选择一项：A.I am
2、sorry to hear that.B.Great!You must be happy.C.So whatIf you are intending _just one Schengen country,you will need to apply for theSchengen visa directly with the embassy or consulate of that particular country.选择一项：A.to visitB.visitingC.visitedCan you fill me _ I need some detailed information.选择一
3、项：A.inB.upC.out题目5题干Travellers checks are generally _small face value.选择一项：A.atB.onC.of How would you like to go.选择一项：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 1st Yes,business class.选择一项：A.Will you
4、fly business classB.When do you plan to leaveC.Where shall I make hotel reservationPlease _ an open return flight from Barcelona to Frankfurt.选择一项：A.paperB.textC.bookTravellers,when _the checks,have to sign the checks in the presence of the bankor service clerks.选择一项：A.buyB.buyingC.to buyWe used to
5、_ cash advances.选择一项：A.hadB.havingC.have标记题目题干_ behalf of Vancouver C&S Intl Trade Corp.,I am pleased to invite you and yourcolleagues to visit us.选择一项：A.ForB.OnC.InYou can download and print off the _ online.选择一项：A.fromB.formC.formalMany of the banks and travel services in the western countries pro
6、vide convenience for thetravellers by issuing travellers _.选择一项：A.checksB.cashC.credit cards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 or in cash.You can 回答 directly throughthe website,the Call Center,or at a Citic bank ATM.If paying
7、 at a Citic bank branch,you can paywith a UnionPay 回答 or with cash.If you prefer to pay in cash,the appointment website willproduce a bank deposit slip 回答 on the type of appointment for which you have registered;thedeposit slip will indicate how much you must pay.You must print this bank 回答,log off
8、theappointment site,proceed to a local Citic bank branch,present the bank deposit slip,pay therequested amount,obtain an original bank receipt for the transaction,log back into the回答,andenter the bank receipt confirmation number into the requested field.BCACA翻译：为句子选择正确的翻译（每题 10 分）。1.Can you fill me
9、in 回答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二、2.Not all restaurants accept the card.回答三、A.所有酒店都不接受此卡。四、B.并非所有酒店都接受此卡。五、C.所有酒店接受的不是此卡。3.We used to have cash advances.回答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。六、4.Let me know how you like living out of a suitcase.回答七、A.到时候告诉我没有旅行包你是怎么活下来的。八、B.到时候告诉我你是怎么带着旅行包生活的。九
10、、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 issuingtravellers checks.回答A.对发行机构来说，发行旅行支票提供融资便利是有利可图的。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。Schengen Visa Application StepsIdentify the country or countries you w
11、ill be travelling to.It is particularly importantto know which countries you are travelling to because it determines where and how youare going to send your application.If you are intending to visit just one Schengen country,you will need to apply forthe Schengen visa directly with the embassy or co
12、nsulate of that particular country.If you are intending to visit two or more Schengen countries,your applicationmust be sent to the embassy or consulate of the country that shall be your maindestination.If you are intending to visit several Schengen countries,but do not have a maindestination,you sh
13、ould apply for the visa at the embassy or consulate of the firstSchengen country on your travel itinerary.Fill out an application form beforehand to obtain a Schengen visa.You can downloadand print off the form online.Prepare all the requirements for your Schengen visa application.Depending on theco
14、nsulate or embassy,you are required to show the following documents:A valid national passportEvidence showing the purpose of your trip.hotel reservations)Proof of medical insuranceA round-trip travel ticketProof of fundsCheck the processing time to ensure you get your Schengen visa on time.Theproces
15、sing time varies per embassy,so it is important to take the processing time intoaccount when planning your trip.1.This passage is mainly about 回答.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 countri
16、es,you will need to send yourapplication 回答.A.to the embassy or consulate of the country that shall be your main destinationB.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 pr
17、int off the form 回答.A.via your phoneB.on the InternetC.by your friends4.You are required to show the following documents EXCEPT 回答.A.a round-trip travel ticketB.a valid national passportC.a birth certificate5.The processing time is 回答 per embassy.A.differentB.the sameC.similar第二单元一、选择填空题（每题 10 分，共 5
18、 题）题干 The client said he had to send a monitor back three times before the problem was solved.Doyou have a reason for this.选择一项：A.Well,I wonder whether the recent layoffs are affecting the quality of our customer serviceB.What do you think But I have no ideaC.Thats the clients own problem,I guess Wh
19、at is the distance between the new building and your office_.选择一项：A.It is near to the bus stopB.It is about 15 kilometersC.It is very close题干Some of the customers complaints seem _.选择一项：A.inacceptableB.unacceptableC.unaccepted题干Some stores even offer _lanes for customers with 10 items or less to che
20、ckoutquickly.选择一项：A.expireB.expressC.exact题干Customers often remain _ to a business that has excellent service even if their pricesare high.选择一项：A.loyalB.loyallyC.loyalty Hello,is that Sail Moving Company选择一项：A.Yes,this is Jack speaking.Thanks for calling.What can we do for youB.Yes,Im Jack.Thanks fo
21、r calling.What can we do for youC.Yes,speaking.What can I do for youThe customer service representative will often allow customers to exchange the product they bought orreturn it for a full _.选择一项：A.compensationB.repayC.refund题干_ the situation may be,make sure that you dont leave your customer with
22、an unansweredquestion.选择一项：A.WhateverB.WheneverC.However题干If things have _,the person youre talking to will want to know the reasons.选择一项：A.got upB.gone wrongC.turned down What does the customers complaint say.选择一项：A.He says he will write us a thank-you letterB.He says he hasnt gotten back the monit
23、or for repairsC.He wants to know whether we could give him a discountThe American idea of customer service is _ each customer the center of attention.选择一项：A.madeB.to makeC.makeCustomers wont find store clerks sitting around _.选择一项：A.watching TV or playing cardsB.to watch TV or play cardsC.watching T
24、V or to play cardsIf any of the articles are damaged during move,you may make a _ for compensation with ourcompany.选择一项：A.requestB.demandC.claim How do you calculate the fee if we ask you to move the office furniture.选择一项：A.We can give you a 10%discountB.Sorry,we are not available these daysC.The co
25、st depends on the floor to move to,the distance between two places and the amount of thefurniture to moveLooking your customers in the eye shows that we are listening to them and hearing _.选择一项：A.why are they sayingB.how are they sayingC.what they are saying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
26、文章（每题 10 分）。Customer service is the service or care that a consumer receives before,during and after apurchase.Its one of the factors that come in to play when a consumer is determining buyingvalue,the other is the quality of the product or service that is being 回答.Consumers often must encounter an
27、experience to not only be a satisfied customer,but aloyal customer.Customer service is a part of that experience.Top notch service will create 回答 and a returning customer,which is what we all muststrive for.Excellent customer service is 回答 to businesses today.Its a component that is oftenmissing,unf
28、ortunately.How do you provide great customer service Always make your customera 回答.Greet them in a friendly manner,whether that be via 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 salebut after as well.After all,in a thrivin
29、g business customers are not 回答;its a requirement forbusinesses to survive.选自：阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题 10 分）。Customer Service1.The American idea of customer service is to make each customer the center of attention.Andwherever you go,good customer service means making customers feel special.回答2
30、.When customers get to a store,they are treated as honored guests.Customers dont usually findstore clerks sitting around watching TV or playing cards.Instead,the clerks greet them warmly and offerto help them find what they want.Customers usually dont have to ask how much items cost,sinceprices are
31、clearly marked.回答3.When customers are ready to checkout,they can go to the nearest and shortest checkout lane.Goodstores open new checkout lanes when the line ups get too long.Some even offer express lanes forcustomers with 10 items or less.After they pay for their purchases,customers receive a smil
32、e and a warm“thank you and have a nice day”from the clerk.回答4.In America,customer service continues long after the sale.Many products come with a money-backguarantee.Expensive items like cars,computers or stereos often have a warranty that ensurestrouble-free use for a period of a year or more.Adver
33、tisements regularly include the motto,“Yoursatisfaction is guaranteed”.So if there is a problem with the product,customers can take it back.Thecustomer service representative will often allow them to exchange the item or return it for a full refund.回答5.Customer service in America grows out of the be
34、lief that“the customer is always right”.If a personreceives poor service from a store,he probably will avoid shopping there in the future.On the other hand,customers often remain loyal to a business that has excellent service even if their prices are high.回答BDEAC翻译：为句子选择正确的翻译（每题 10 分）。1.The American
35、 idea of custom service is to make each customer the center of attention.回答A.美式客服理念认为每位客户都是关注的焦点。B.美国的客户都有以自己为中心的想法。C.美国的客户服务人员都有以客户为中心的想法。2.Many products come with a money-back guarantee.A.许多产品都要先付款得以保障。B.许多产品都有退款承诺。C.许多产品都要退款。3.Make sure to look your customers in the eye.A.确保要把顾客像眼睛一样珍视。B.确保把顾客看在眼
36、睛里。C.确保要直视顾客的眼睛。4.Always look for ways to go above and beyond the expectations of your customers.A.一定要想方设法，超越顾客的期望。B.一定要寻求在顾客期待之外的想法。C.总是要寻找达到顾客期望的方法。5.The worst thing is that you discovered at the last moment there were missing parts in the orderbefore shipment.回答A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。B.最
37、糟糕的事情是到了最后一刻还没有装船。C.最糟糕的事情是在装船前的最后一刻，你有所发现。第三单元一、选择填空题（每题 10 分，共 5 题）题目1还未回答满分标记题目题干Ill also throw in the discount of 10%on your up front deposit.What do you think about this suggestion_.选择一项：A.Ok,I think weve both have done our best for thisB.No,the suggestion is too badC.Ok,you will benefit more t
38、han usHello,this is Lucas Bowen.Id like to order some machines._.When do you need them选择一项：A.Sorry,I am busyB.No problemC.No,you can do it online题干_ has good reputation will sooner or later be successful in his business.选择一项：A.WhateverB.WhoeverC.Whichever题干In business，whatever you do,do not _ illega
39、l benefit.选择一项：A.chaseB.chooseC.challenge题干We cant manage that _ you pay for the installation.选择一项：A.ifB.untilC.unless Could you be so kind as to turn down that rock“n”roll Im preparing for tomorrows meetingreport.选择一项：A.Its none of you businessB.No,I dont think soC.Sure.Sorry to disturb youIll be a
40、way on a business trip.Would you mind signing for my express delivery.选择一项：A.have no timeB.Id rather notC.Id be happy toWe cant manage that _ you pay for the installation.选择一项：A.ifB.untilC.unlessTo attract investors,the government has _ its tax and labor laws.选择一项：A.adaptedB.appliedC.adjustedWhen th
41、e rest of the room _ emotional,stay cool and use logic to negotiate and close.选择一项：A.getB.getsC.got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，选择正确答案（每题 10 分）。Emotions play an important part in the negotiation process,although it is only in recent years thattheir effect is being studied.Emotions have th
42、e potential to play either a positive or negative role innegotiation.During negotiations,the decision as to whether or not to settle rests in part on emotionalfactors.Negative emotions can cause intense and even irrational behavior,and can cause conflicts andnegotiations to break down,but may be ins
43、trumental in attaining concessions.On the other hand,positive emotions often facilitate reaching an agreement and help to maximize joint gains,but can also beinstrumental in attaining concessions.Positive and negative discrete emotions can be strategicallydisplayed to influence task and relational o
44、utcomes and may play out differently across culturalboundaries.1.Emotions play an important role during the negotiation,although their effect is being studied just 回答.A.at the beginning of negotiation practiceB.during the negotiation processC.not long before2.Negative emotions may 回答 make concession
45、s.A.be helpful toB.be harmful toC.be nothing to3.During negotiations,the decision as to whether or not to settle depends in part on emotional factors.回答A.totallyB.to some extendC.completely not4.Attaining concessions can be done 回答.A.only by negative emotionsB.only by positive emotionsC.by both nega
46、tive and positive emotions5.In different cultures,negotiators should use 回答 strategies to show positive and negative emotions.A.the sameB.differentC.noThey wanted to _ a discussion on economics.选择一项：A.initiativeB.initiateC.initialAt the same time,the negotiator keeps things secret _ would limit his/
47、her ability to negotiate.选择一项：A.whoB.whatC.that_ has good reputation will sooner or later be successful in his business.选择一项：A.WhateverB.WhoeverC.WhicheverTheir skill and _has got them on the sales team.选择一项：A.lazinessB.discourageC.enthusiasmThat might be acceptable _ you handle the insurance fees.选
48、择一项：A.ifB.whetherC.even if_ has good reputation will sooner or later be successful in his business.选择一项：A.WhateverB.WhoeverC.Whichever翻译：为句子选择正确的翻译（每题 10 分）。1.By understanding how non-verbal communication works,a negotiator must be able to understand theinformation the other participants are giving
49、out non-verbally.A通过理解非语言性交际如何起作用，谈判者一定能够理解其他参与者透露的非语言性信息。B要理解非语言性交际如何运行，谈判者必须理解其他参与者给出的非语言性信息。C.通过理解非语言性交际是如何工作的，谈判者必需能够理解其他参与者非语言性地给出的信息。2.Look the person in the eye with honesty and respect.A用诚实和尊敬看待这个人。B诚实而尊敬地注视这个人。C诚实并尊敬地用眼看这个人。3.If possible,it may be helpful for negotiation partners to spend t
50、ime together in a comfortableatmosphere outside of the negotiation room.回答A.如果有可能，可以帮助谈判双方花时间一起在谈判室以外的舒适氛围中。B.如果有可能，让谈判双方花时间一起处于谈判室以外的舒适氛围，可能会有帮助的。C.如果有可能，谈判双方花时间一起在谈判室以外的舒适的环境中，肯定会有帮助的。4.This is because whoever controls the start of the negotiations tends to control where they end.回答A这是因为无论哪一方掌控了谈判