3、g.
（:.Van. fherr \k una juwl down I he rond.
& PH br nwny on n biiAineM* trip. Would you mind signing for my exprcus drlivrry?
A. 1 hnvc no time.
IL Ycm. I do.
（? rd be hftppy lOt
二、詞it與納梅（共計30分.每小度2分）
6-2。制：閱讀下面的句子?從AMC三個選項中選出一個能填入空白處的"選虱
6, Wc used to cash advances
A. had &5W
C. unlcnt
4、individunl proprteiorHhipfc.
A< of
9. When thr rrt a( the room
rmotionrtl. Rtay coal nnd umc logic ta ncxulintr
A. gel
H. get*
C. aoi
]0. But Jrrry? hnvr you really thought thi* 一.
up ihr company that your Mrent urandfnthcr built-
H.of
y You would mnentiMlly br wiving
A. through
C. nlxiu
5、t
(riendft And cdlmgus Kretird “ch other with fhm dny wm “Bought
Anything lodny?H
A. That
K Who
(：? What
12 I hc Irnnchiwur
the (rnn(hi%n should obMervr lhe reguhtions to mkr the
buwincAM s wdl.
A. or
C< either
13- mdegrks. propneiary service murk? and rcgulxtionn need
Am。be observed
c
6、arr fully.
B> be observed
(L being observed
11- CuMomers won1: find store dtrks sitting around
A? watching TV nr phiyinR cards
ft to watch TV or play card^
(L watching fV ar to play cnrd
15? rhe long term assetn are known os
/X. fixed
B. current
C net
In business> whatever you do, do not
7、
illegal benefit
A.rhftse
11 choose
yon pAy for thr in^TullAtioni
A. if
K when
C? ehAllcnue
bvrn ihciUK^ he ? out of enllcgr and till a hit green ? he in ■ ^reat
co-worker.
A. flcnh B, frcjih
C. flanh
18. It will rtboiH eight percent more thnn ininnlly projnicd*
A.upend K pay
C. cont
8、
19. Im tttll working on a few prol>!ern
A. iron in H> to iron nt
C. ironing out
20. Ahhoux^ hr tought to find <1 prnceful ? hr facing more pressure from
htA butiineB rivwh.
A. wlutc H. Aoiyo
(二 Mohjfion
\3. Trndemnrks, propnetary service marks and regulations need carefully.
A. to be obK
9、prved B< be observed
C. bring observed
14. ( ustomern won ff find store elerM sitting nround .
A. watching TV or phying enrds H. to wntch TV or piny cards
C. wntching TV or to piny card&
15. Tile long term assets arr known as ansctM.
1 A< fixed 氏 current
C> Drt
】6? In business, whatever y
10、ou do> do rK)t illegal benefit.
chiisc B. choose
C chitllcnge
17. Even though hes out of college and siill a bit green ? he 3 r great
co worker.
X Hesh H. frefth
C. flash
abom right pcrrmt n）orr than inihAlly projectr ?ipend
（二 CORt
19. Im Rtlll working on
n Few problrrnut
11、
A. iron in
H. to iron hi
C. iruninx out
? he m（cing more prrMurc from
20. Although he hnji Aoughf to find ■ pcHcrful hit husineMH nva|t
H. solve
A. nohitr
C. solution
三, 閱讀理解（共計4（）分.每小警4分）
21-25 H：閱讀下列短文?從A、8.C三個選項中選出一個正攜答案。
Cyber Monday rocked while mobile Miles roared-
Tin dsy w
12、idely regarded as the Super Bowl of online unles created n record day Inr retailers# inrludinx Walmart t nnd marked a uhifi in shopping preference* x *mnrt phones nnd uiblcts drove nearly a third of traffic - and for Marne retailers? more than hall.
Wflhnarb com expects to register its biggest Cybe
13、r Mondny yet < coming off a record Black Friday weekend online^ Heading into the afternoon Mondayt thr website had already sold out oi PinyStntion 4 nnd Xbox One consoles, which worm11 even ebscounted. Significant snving> on TV<< and tablets also encouraged shopping。 fiays Joel Anderson? CEO of Walm
14、nrt. com.
RctAikrs from Target io Sears ore Um evolving Cyber Monday into something more akin to Cyber Week, as online dealn stretch well beyond Mundfty<
As oi 6 p nu ET? sales on Amazon were up IL 3% over last ye?r. while scales at eBay were up 32. 1 % . according to Channel Advisorr which tracks
15、 rhird-party Hellers on eBay nd /Vnazon. Tht, onlim markctplAcrs are doing well in pnn because shoppers arc heading to tho&e sites io find popular products that are selling Out at regular retailefht nays Scot Wingn> CEO of Channel Advisor.
Fl肛hm* site Rue La Ld started Cyber Monday doU <>n Sundny w
16、ith a "Cyb廿ihcm" that drew more than 350.000 people to the siiu. The sale promoted as much as 80% off on more than 150 brands. On Monday> sale* of Col Haan and Pandora Jewelry merchandise were strongest? CE（）Sieve Davis says-
2L Retailers used mobile devices and drove nearly b third of traffic? or
17、even more than
half tn online hoppinK< An wr know that 血enl belong iu the moblk device
A. tabku
Ik uttiurt phunr
V. pcrwnnl compulrt
22. PlnyStation 4 and Xbox One consoles were sold nut on the nfternoon
Monday although they werent even dincoi;nte(L
A. eBav. com
Lt Walmaru com
(：. Amazoru
18、 com
23. According to sales on Arnftion were up 44. 3% over last yrar< while sales
at eBay were up 32. I %.
A. Wolmort
B. Rue La La
(:Channel Advisor
24. Cyber Monday denk on Sunday with a wCybertho(r that drew more than
people to the site-
A<350t000
B. 35,000
C 3.500.000
25. Wr can inf
19、er from the passage in "t an online retailer-
A. Scars
B. Channel Advisor
C. Walmart
26 — 30 J#：閱波下面的句子，根據(jù)文拿內容誑行判斷,正確富“丁”錯誤寫
A cluillenge in working in customer service is to rrwure that you have focu^d your attention on the nght key areHSt measured by the righi Key Performance Indicator (KPI).
20、 One of the most important aspectsi of a customer service KPI is wha： is oftrn referred to as the “Fed Good Factor". Basically ihr goal is not only to help the customer hnve o good experience? but to offer an experience thnt exceeds expectations Several key points are listed as follow^；
Know what p
21、roducu/servnce you arc offering from back to front. In other wordst be on information expert It is akay to say MI dont knowf\ but it should alw/iys be followed up by “but kt mt- find out" cr possibly Mbut this person will be ablr tn assist you**. Whatever the HituAtion may be. make nure thnt you don
22、Tt leave your cu>tumcr with an unanswered question^
Muni o( the uomnmnitwtion that you relay to others is done through body langurtgn. H you hnve negativr body languitgn when you cornrnunicaic with mhm. H show* that you Hon 11 eare. Two of the most important aspects of positive body Unguagt are smi
23、ling and eye contact. Make
24、s look for ways to go above and beyond the expectations of your cWotner、In doing il help、them to know thia you care oiid ir will leave ibcm with the MFeel Good Faetorn rhnt you arc searching (nr.
26. The goal of customer service is to give customers an cxpcncnce that meetjs their rxpeciatiunn.
27.
25、 Leave your customer with an unanswered question m unacceprable*
2& Both positive body language and negative body language arc necessary in cuhtomer w?rvice>
29^ Eye contact * one of the moxt important aspects of positive body language
30. HGoing the exrro mile to hrlp them1* in the Iasi paragrap
26、h means "going a long way to help them”.
四、寫作(共計2。分)
3L根據(jù)要求，完成作文?
According to the ^nmple letter nbove nnd based on the following infurmuTion* you irr required to wrilt1 an invitation letter ro your Lusins punners and invne them to Chiniu
(1) Your name and position： Simon Zhang. President of Tia
27、njin Trust lnlf I Tridc < o. ? Ltd
(2) Your business partners： Mr. Jnmcs Laird and Mr. Luke Smith
(3) Time of visif > between Jg 28 and Feb. 4
《4>PurpO2 of visit： potential financing <5>Expcn5es to be borne byt your business pnrtnersi
試題答案及評分標準：
一,交際用眉(tti+ !?.小H2分］
I "h制網(wǎng)“估也“爪岬?。サ脑?
二,U0匯
28、分.島小H 2 分）
6也WhRH； 1洶的I” .從A.ILC t■網(wǎng)中1S川?1血填入的姑
0?。 7.C 8.B> 9. A 10. A
H.C 12. II 13. A 11. A 15. A
l. A I7 B l.C 10. C 20< C
H.fflitlfMIMH I。分v/hH i 分）
21 ZSMhIW偈加削齦攵內時從A.ILC 個iftq中選出-個
2h < 22. II 23.C 24. A 2 H
m 30 * 1Nit JAI 2?NUK山 414 Witt on斷?H 喝叮” LWH婦廠 1??
2LT 2B. V 2fh T ；IO.F
四?寫作（共20分）
3L根抿要求寫作文.《答案略）
2021國開大學電大本科《商務英語4》期末試題及答案（試卷號：1391）
