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1、3938國開電大?？乒芾碛⒄Z2歷年期末考試題庫及答案一、交際用語(每小題2分，共10分) 1-5題：選擇正確的語句完成下列對話，并將答案序號寫在答題紙上。1.-Would you mind filling the questionnaire for me? -_ A.No problem. B.Sorry，I cant go there. C.I really appreciate that. 答案A 2.-Can you stay here longer? -_，but I have to be back tomorrow. A.Id love to B.No，thank you C.Im
2、afraid not 答案A 3.-Our company is doing a customer service questionnaire.May I take you a moment? -_ A.It doesnt matter. B.By all means. C.I have no idea. 答案B 4.-I am sorry.Now what were we talking about? -_ A.Never mind. B.Thats OK. C.You were saying that you used to be a teacher. 答案C 5.Hello， is th
3、at service center?The elevator of our apartment doesnt work. -_ A.Oh，I dont know whats wrong with it. B.Sorry，Ill have it checked out at once. C.OK，I see.Thank you. 答案B 二、詞匯與結(jié)構(gòu)(共計30分，每小題2分) 6-20題：閱讀下面的句子，從A、B、C三個選項中選出一個能填入空白處的正確選項，并將答案序號寫在答題紙上。6.Lets_our plan. A.start B.started C.starting 答案A 7.I di
4、dnt do_last week. A.nothing B.something C.anything 答案C 8.According to their feedback sheets， the participants are all with the training. A.satisfied B.satisfying C.satisfactory 答案A 9.The Jiahe Community Service Center is about to service for residents. A.provided B.provide C.providing 答案B 10.Id like
5、 to_that the staff member who served me didnt really seem to know what he was doing. A.point out B.point at C.point in 答案A 11.I have coffee_breakfast time. A.at B.in C.on 答案A 12.Hiring the right employee_you_a thousand times over in high employee morale. A.paysoff B.takeoff C.paysback 答案C 13.Are you
6、 familiar_the saying，“its not what you know，but who you know”?In event planning， networking is key! A.with B.to C.in 答案A 14.We should take the degree_account when we recruit a new secretary. A.with B.into C.of 答案B 15.The candidate should dress in a manner that is appropriate to the position_he is ap
7、plying. A.for which B.which C.that 答案A 16.Participants have_the Productivity Analysis Worksheet. A.completing B.been completed C.completed 答案C 17.Under no 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.We_it very muc
8、h that youve come to give us a timely ride.Otherwise we would miss the train. A.appreciate B.expect C.promise 答案A 19.We feel_with the inconvenience the service center brought us. A.disappointed B.worried C.surprised 答案A 20.I would rather_two weeks earlier. A.you should come here B.you came here C.yo
9、u had come here 答案C 三、閱讀理解(共40分，每小題4分) 21-25題：閱讀下列短文，從A、B、C三個選項中選出一個正確答案，并將答案序號寫在答題紙上。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
10、 are nice and warm inside.In the summerhouses 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 cant get at us or our things.Houses give us a place to be together with our families and friends.Mothers and fathers care for their
11、 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 sizes.Some hou
12、ses 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 lightly built.
13、In places i trains 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. 答案B 22.According to the passage， the house can keep out A.the wi
14、nd B.the snow C.the wind and the snow 答案C 23.Houses are in sizes and many ways A.beautiful B.the same C.different 答案C 24.Which of the following is probably NOT the thing used to build houses? A.steel B.cotton C.stone 答案B 25.From the passage we can infer that people A.in hot places like to live the l
15、ightly-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 i trains much of the time like to live in house which can keep 答案A 26-30題：請根據(jù)短文內(nèi)容判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案寫在答題紙上。Passage 2 Feedback from your customers is very important.
16、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 way to find out what people want from your service
17、 or product.When hotel customers are 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 experience when they use your service.This is one of the most
18、obvious but underused ways forgetting feedback.For example， you can act as one of the customers in a wheelchair， and see how youre treated.Use a focus group.Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences. Use questionnaires a
19、nd 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 resourceful and reliable，as well as the least costly，of your customer fe
20、edback sources.Their communication 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 pro
21、duct will improve overnight. 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.Que
22、stionnaires are useful in getting feedback from customers. 答案T 30.Front-line staff have nothing to do with improving customer service. 答案F 四、翻譯(共計20分，每小題4分) 31-35：請從以下A、B、C三個選項中選出最佳翻譯，并將答案序號寫在答匙紙上。31.On the last day of the old year， there is a family dinner. A.在老年人的最后日子，通常有一頓家庭餐。B.在即將過去的一年的最后一天，會有一次
23、家庭聚餐。C.在過去的日子里，經(jīng)常有家庭聚餐。答案B 32.Will you be involved in opening the new office? A.你會加人新辦公室嗎? B.你會參與開設(shè)新辦公室的工作嗎? C.你會被卷人到新辦公室的工作中嗎? 答案B 33.I think what should be done is to create more job opportunities for students. A.我認(rèn)為我們需要為學(xué)生們創(chuàng)造更多的工作機會。B.我認(rèn)為我們將來要給學(xué)生們更多機會。C.我認(rèn)為我們已經(jīng)給了學(xué)生們更多的工作機會。答案A 34.I want to leave
24、a little room in the budget，just in case. A.我想在桶里留點地方，以備不時之需。B.我想在預(yù)算里留著空間，結(jié)果發(fā)生了意外。C.我想留一點預(yù)算空間，以防萬一。答案C 35.A true friend is someone who reaches for your hand and touches your heart. A.一個真實的朋友就是能伸出他的手觸碰你心靈的人。B.一個真實的朋友就是能伸出他的手理解你心靈的人。C.真正的朋友是一個可以援手幫助并感動你心扉的人。答案C 2020年9月試題及答案 一、交際用語(每小題2分，共10分) 1-5題：選擇正
25、確的語句完成下列對話，并將答案序號寫在答題紙上。1. -Whats the matter with you? -_ A. It matters with you. B. Not too bad. C. I feel a bit sick. 答案C 2. -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 3. -Have you ever
26、been to Tokyo? -_ A. No， I didnt go there last year. B. No， but I hope to go there next year. C. Tokyo is a busy city. 答案B 4. -Our company is doing a customer service questionnaire. May I take you a moment? -_ A. It doesnt matter. B. By all means. C. I have no idea. 答案B 5. -_ -It will take at least
27、two weeks. A. How soon will you finish our annual report? B. When will you finish our annual report? C. How long have you finished our annual report? 答案A 二、詞匯與結(jié)構(gòu)(共計30分，每小題2分) 6-20題：閱讀下面的句子，從A、B、C三個選項中選出一個能填入空白處的正確選項，并將答案序號寫在答題紙上。6. He was always _in sharing his enormous knowledge. A. generous B. gen
28、eration C. generate 答案A 7. The candidate should dress in a manner that is appropriate to the position_he is applying. A. for which B. which C. that 答案A 8. _the feedback is very helpful for planning future meetings and events. A. Get B. Getting C. To get 答案B 9. His action is always _with his words. A
29、constant B. continuous Cconsistent 答案C 10. Participants have _the Productivity Analysis Worksheet. A. completing B. been completed C. completed 答案C 11. People _find useful information from the annual report. A. could B. dared C. had to 答案A 12. The enemy has strengthened their _position. A. protectiv
30、e B. defensive C. offensive 答案B 13. More than 30 people _the position. A. applied for B. applied to C. applied in 答案A 14. Look! _ A. Here are the bus comes. B. Here comes the bus. C. The bus here come. 答案B 15. Customers _refuse to filing the questionnaire are not permitted to buy the product. A. wha
31、t B. which C. Who 答案C 16. The music _like the singing of a bird. A. hears B. listens C. sounds 答案C 17. I like cooking for my friends in _free time. A. me B. my C. mine 答案B 18. Youd better have your hair _before going to your friends wedding. A. cutting B. cut C. to cut 答案B 19. Her article is _in her
32、 class. A. better B. well C. the best 答案C 20. You must _the annual certification of employment online within 15 days. A. submit B. omit C. commit 答案A 三、閱讀理解(共40分，每小題4分) 21-25題：閱讀下列短文，從A、B、C三個選項中選出一個正確答案，并將答案序號寫在答題紙上。Passage 1 PPHC and Gooseneck are two organizations that do similar community work. E
33、ach 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 intro due ing her to colleagues， the direct
34、or 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 hired by Gooseneck. O
35、n 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 direct instruction from
36、 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 trained to prepa
37、re for the work youre going to do? 21. What are PPHC and Gooseneck? 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. Psychology d
38、egree. 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 his tr
39、aining 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. 答案C
40、 25. What is the main idea of the passage? A. The importance of training. B. Different training ways. C. Elaines and Marks work experience 答案A 26-30題：請根據(jù)短文內(nèi)容判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案寫在答題紙上。Passage 2 One morning， Wu Liang discovered that her classroom had changed. She found that the desks were
41、 no longer in rows， but pushed together to make eight bigger desks. She was so excited about it for the first two days that she couldnt listen to the teachers carefully. But soon she and her classmates got used to this new classroom arrangement. “Now our class is quieter， ”said Wu.“Whats more， we ca
42、n come up with our own ideas and learn more through discussion. Its a better way to study.” Li Yu liked it，too.“Group members first discuss，”he said，“and then present to the whole class. It makes us believe in ourselves.”This was part of a reformat Lis school. The school made this reform because the
43、y wanted to offer students easier ways to study and more chances to discuss. “Our school hopes to improve students abilities to study by themselves and work in groups.” said Zhang Ming， an English teacher. However， the reform has demanded more from teachers. Now they have only 15 minutes to give a l
44、esson that would have been taught in 45 minutes before. It is difficult to teach in such a short time. The teachers have to find better ways to teach more effectively. “The reform demands more， but Im sure it is helpful.” added Zhang Ming. 26. It was easier for Wu Liang to discuss with other student
45、s in class after the new classroom arrangement. 答案T 27. The school made the reform in order to offer students more seats to study. 答案F 28. The reform has demanded more from teachers. 答案T 29. Wu Liang and her classmates like the new classroom arrangement. 答案F 30. The best title of this passage maybe
46、New Look in Class 答案T 四、翻譯(共計20分，每小題4分) 31-35：請從以下A、B、C三個選項中選出最佳翻譯，并將答案序號寫在答匙紙上。31.As a general rule， it is better to focus on the content of a presentation as a means of attracting your audiences attention. A.一般來說，它最好將重心放在講解的內(nèi)容上，使之成為吸引觀眾注意力的方式。B.一般的規(guī)則是，它最好集中在禮物的內(nèi)容上，這比吸引觀眾的注意力更好。C.一般而言，最好把重點放在講解的內(nèi)容上
47、，借此來吸引觀眾的注意。答案C 32. They are willing to understand their partners position first before trying to get understood. A.在得到合作對方理解后，他們才愿意理解合作伙伴的立場。B.在得到合作對方理解前，他們愿意先理解合作伙伴的立場。C.他們愿意去了解對方的立場但必須先想明白。答案B 33. We should present data in tables or charts so that the report may not be boring with facts alone. A.
48、我們應(yīng)該用表格或圖表來呈現(xiàn)數(shù)據(jù)以便報告不因為僅有事實面枯燥乏味。B.我們應(yīng)該用表格或圖表來表示數(shù)據(jù)，因此，報告就不會因為僅有事實而枯燥乏味。C.我們應(yīng)該用表格或圖表來呈現(xiàn)數(shù)據(jù)以便報告不厭煩僅有事實。答案A 34.A bad hire not just wastes your time and money， but also impacts the team spirit and company morale. A.壞雇員不只是會浪費你的時間和金錢，但是也影響隊伍的精神和公司風(fēng)氣。B.招聘到不合格的員工即浪費時間和金錢，而且還會影響整個團隊精神和公司士氣。C.浪費時間和金錢的招聘是不合格的，面且
49、對公司團隊精神和士氣也會影響。答案B 35.I dont know why he is late， he might have had an accident. A.我不知道他為何沒有遲到，很有可能通上了事故。B.我不知道他為何遲到，一定是遇上了事故。C.我不知道他為何遲到，可能遇上了事故。答案C 2020年7月試題及答案 一、交際用語(共計10分，每小題2分) 1-5題：選擇正確的語句完成下面對話，并將答案序號寫在答題紙上。1.-Should I leave earlier tomorrow morning? -_ A.Yes， its better to leave earlier to
50、avoid the morning traffic. B.Yes， you will. C.No， you shouldnt. 答案A 2.-How are you feeling now? -_ A.Much better. B.Its OK. C.Thank you. 答案A 3.-What time does the train leave? -_ A.On Tuesday. B.In the morning. C.At half past five. 答案C 4.-Good morning， Sunshine Community Center!May I help you? -_ A.
51、Id like to book one air ticket. B.Im glad to introduce myself to you. C.I need a plumber to repair the water pipe in my kitchen. 答案C 5.-Would you mind filling the questionnaire for me? -_ A.No problem. B.Sorry， I cant go there. C.I really appreciate that. 答案A 二、詞匯與結(jié)構(gòu)(共計30分，每小題2分) 6-20題：閱讀下面的句子，從A、B、
52、C三個選項中選出一個能填入空白處的正確選項，并將答案序號寫在答題紙上。6.One day， our dreams will_reality. A.turnout B.turn into C.turn away 答案B 7.I dont know_. I just arrived here two minutes ago. A.whats going on B.how is going on C.who is going on 答案A 8.Write the telephone number down_you forget. A.on case B.in case C.under case 答案
53、B 9._you prepare cross training plans， you need to consider both the company benefits and the employee benefits. A.Although B.Even if C.As 答案C 10.We think that Smith should be told about his_condition as soon as possible. A.physic B.physic C.physical 答案C 11.We should keep in mind_the feedback is ver
54、y helpful for planning future meetings and events. A.what B.that C.when 答案B 12.Im writing to_a position as a computer engineer in your company. A.thank for B.wait for C.apply for 答案C 13.We_it very much that youve come to give us a timely ride.Otherwise we would miss the train. A.appreciate B.expect
55、C.promise 答案A 14.We feel_with the inconvenience the service center brought us. A.disappointed B.worried C.surprised 答案A 15.Customers_refuse to filling the questionnaire are not permitted to buy the product. A.what B.which C.Who 答案C 16.The music_like the singing of a bird. A.hears B.sounds C.listens
56、答案B 17.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 18._the fog， we should have reached the annual meeting site on time. A.Because of B.In spite of C.But for 答案C 19.His action is always_with his words. A.constant
57、 B.consistent C.continuous 答案B 20.We have to_our annual work report to the manager next week. A.hand in B.handout C.hands up 答案A 三、閱讀理解(共40分，每小題4分) 21-25題：閱讀下列短文，從A、B、C三個選項中選出一個正確答案，并將答案序號寫在答題紙上。Passage l Angry customers tend to aim their dissatisfaction and complaints at staff members.If this happe
58、ns to you，you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual.But if you wish to be successful in any business， then you have to learn how to handle angry customers.Listed below area few guidelines to help you develop your
59、own personal strategy for dealing with angry customers： Never argue back.You must stay calm and aim to satisfy the customer even in the most difficult situations.It is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer a
60、way happy. Use your ears more than your mouth.Make sure you listen more than you speak.By listening carefully， you will be able to understand why the customer is complaining， so that satisfactory steps can be taken. Show that you care：Use every opportunity to express your apology and understanding.Y
61、ou have to show that you will do everything within your power to try and resolve the situation.This exhibition of your concern will win the customer over.There will be a significant change in their behaviour. Control your anger and be patient.Learn to relax and calm yourself.Having patience with you
62、r customers and with yourself will go along way in winning over hostile customers. The above guidelines are very useful in every situation in life and you can successfully tackle hostile circumstances by following them.If you follow the above tips， you are on your way to succeeding in your career. 2
63、1.At whom do angry customers tend to aim their dissatisfaction and complaints? A.Staff members. B.Company managers. C.Those who accompany them. 答案A 22.When a customer shouts rudely at you， you should_. A.argue back and protect yourself B.keep quiet and leave the customer alone C.keep calm and listen carefully to the customer 答案C 23.The underlined sentence“Use your ears more than your mouth”means_. A.Your mouth is not more important for you than your ears B.You should listen
3938國開電大?？啤豆芾碛⒄Z2》歷年期末考試題庫及答案
