國家開放大學(xué)電大專科管理英語22021期末試題及答案（試卷號：3938） 盜傳必究一、交際用語（共計I。分,每小題2分）15贓：選擇正確的增句完成下面對話井將答案序號寫在答題紙上。L - Should 1 leave earlier tomorrow morning?A. Yes. it's better to leave earlier to avoid I he morning traffic.B. Yes, you will.G No you shouldnTt.2. How arc you feeling now?A. Much hettenB. lt*s OK.C. Thank you*3. What time does the train leave?A. On Tuesday.B In l he morning.C At hnlf past five.4. Good morning# Sunshine Community Center! May I help you?A Vd like to book one air ticketsBe Iem glad to iniroduce myself to you.C. I need a plumber to repair the water pipe in my kitchen.5. Would you mind filling tbc questionnaire lor me?A. No problem.B. Surry I can*! go thrre<C. I really appreciate that.二、詞匯與結(jié)構(gòu)（共計3018 2分）6-20®：閱讀下面的句子，從A.B.C =個選項中序號寫在答JS紙上。A. turn out6. One day. our dreams will reality*B. turn intoC. turn awny7. I Hnn11 know Inrnvrd here two minutcR Ago>A< whin goinK on11 how in Raing onC. who m going on8. Wrile the telephone nutnber dawn you forgetscaneB. in caneG tinder cane9you prrpnrc croaft triiininK pl心.you nerd u> con«idrr both the companybcncfitM iind the employer benefitAaAlthoughB. Even ifC. AnllL Wr think thm Smith should hr told ubciut his contiiiion n» Moon nn possible.phy«icBe phynicC phynicnlH. We should keep in mine! the Irrdbnek i*» very helpful for plAnmnK future mrrtinKs nnd events.A- whutH< thntC< when12. I'm writing to a postition nn n computer rnRinccr in your cornpAny.A. thank forB wait forC< Apply for13. We it very much that you1 ve come to give ub ii timely ride. Otherwise wewould miss the traituA. nppreciateK expectC prorntnrHb Wr !rrl .with the inconvenience the nervier ernter broughtA. diniippointcdH worriedC «iurpri>rdB. which15. (jiMomrr rcfuMc to filling the <|urMionnAirc wre not permitted <o buy the produuLA. whatC. Who16. The music like the singing of a bird.A, hearsB> roundsC listens17. Our workers have been checking the heating system since you called us. 1 you it will perform well won.A. argueEL affectQ assure18> the fog> wr should have reached the annual meeting site on time.A. Because ofIn spite ofC. But for19. His action is always with his wordsuA. constantconsistentC. continuous20. We have to our annual work report to the manager next week.A. hand inB. hand outC. hands up / rrn三讀理佩(共40分，每小BJ 4分)21-25J8：閱讀下列場文,從H蛾上.PassaRc 1Angry customf-rs lend to nim thrir diMMitisfacttcjn and complaints at Maif members 1( this happens to yuiu you should remember that they are nctuMlly expreMing their diHsatisfacuon about thr corn|>nny find not uhoul you as an indiviclunL But if you wish To be successful in ony bu»mc5»t then you hnve to lc<irn how to handle nngry customers Lifted bflow are a few guidelines to help you develop your own personal straiegy (or dealing with Annry customer* >Nvvrr argue hark* You must calm and aim to Rnti«fy thr customer even in the most (Idliciilt >jtUAtionH. 11 ；、only by agreeing with their virw point /md tiiKgeftUng « posmlilr solution thnt you will resolve the situation and send the cuamcr away happy.U ynur “T ihtn your rnouth- Make sure you listen more than you $pcnk< By listening carefully> you will be nhlc u> Mndcr?»und why the customer is complnmingt w thnf A/itisfactory steps can bt tnken*Show that you core： Ust- evrry opportunity to rxprc«« your npology and understhnding. You have to、hcw ihm you will do everything within your power to try and resolve the ituatioru Thiii exhibition of your concern v/ill win ihr vuHtorurr ovvr. fhere will be n significant changr in their behaviour.C*ontr<>l your anger find lit pntirnt Lcnrn t(i rrhin and calm yourftcIL llnving pnticnctj with your i HAtumrt ntid with ycmrself will ku a lung way n winning over huntile cuMornrrB< The nHove gnidrlinc!i nrr very useful In rvrry Nttnation in lifr nn<! you can uccchnfully tnckh? hoMtilr cireunistAnerM by following lhcm< 1( you follow the ubovr tipn9 you nrr on your w/iy to nurcrcding in your career21. At whom <lu nngry cu5toni<?rn tend tu niru fbciilion and complnint»?A. Staff tnrml>crM<11. Company mAnnxrrft.( Thor who Mccompany them.22. When o culornrr nhoutB rudrly nt you. you should .At nri(ur Imrk und protect yourrlfH. krep qtnet nnrl leave the cUBtornrr alone< keep rnlm And liMrn rnrcfully tn the customer23. The underlined hcntcncr °Uac your rnr» more than your nioutlf mcan«.A. Yuur tnouth in not mure importJint lor you thon yuur rnrnH You nhould li»trn more than you speak( You uhould tulk more thnn you listen24. Whrn deMing with un nngry cuutomrr < which z N( )1 thr right nttitudf ?A. Be concerned.Be gutni.< He urnuncd25. Which of the following MatrnirntM i» true According lu the w好？A. When the euatomcra complain* you needrt11 liHten carefully.B. You nt-rdn11 any M)rry to thu*c anwry cuntomrni<( You should relax yourself nnd try to undrrnfnnd the nnury cuMtomcr!*.文內(nèi)容判斷餡出的演句是否正si .正嘛的的目也七并將答察邛 在答雄上 PuMMiKr 2II you Hike the following «tep«t you can rnnke a natinfactory unnual report# And your bo” nnd other supporter!* will be impsacd.Defining y(»ur Mccornplihmrtnt Whwi di (It rrncc did you rnnkc? Whin han chntigril in ynur conwnunity or (irhl brrauMr of your work over thr p<mt yenr ? I nkr all of your nctivihrji over the lam 12 rnonthu und divide them into three io five major accompliuhmenviu)i morei Bn xclrctivr. 1( yon mrludr rvrryibingt the nnnunl report b<ronirM < lutlrrcd with mfornirttioru You Hhould think uhotlt wh«f you wini! <o (ocum un> nnd then deleft umimh- to reprrRrnt th«t nfid highlight key nchirvrnirntH with phoro%> or Btudic9» ru*4Adding vihuaIa find charr*< VtnunlM nnd chnrts enn reduce the nerd for texts ond <let*iiU. And they will ninki* thr report more nttrnclivr. It f * Rrnd if you produt< it full color publicniion with |ol< o( nice photogrAphy> Of courar# it will depend on your resourcesA »tronK call to nd ton)A nf rong call to net ion nt the end of your report will improv ihr rraderje deeply. Mnkv it clear whxt youfcl like your rr/ukrs to du once they rend 11 »uch fin cionnlci purchase 5ervicci*< rtc.26. Be （orc writing thr report you should gather nil the work you have done over the priMl year.27. The contents of thr report should Iw selective.28. The uliorn "?： picture in worth a ihounand wordM in Approprintc here.29. The applicaiion of vimuhIa nnd chart* enn mnkr the report more bonng»30. Ending the rcpiirt with a 3iranu call to action will offrml he readers.四的譯（共計20分,每小題4分）3135：謫從以下、C三個選項中選出是佳IB18紙上。31. The more larrnliar interviewing （eels to you, the less anxiety you will Rd with the process.A你對面試越熟悉,在面試過程中你的煩慮就會次少.Bit程中你焦慮也會少.C. 你熟悉面試多一點.面試中的麻煩就會少一點.32. Will you be involved in opening the new office?A. 你會加入新辦公室嗎？B. 你會參與開設(shè)新辦公室的I：作嗎？C你會彼卷入到新辦公室的工作中嗎？33. When you start a job, you must stick to it.A. 旦你開始了一件工作你就神持之以恒.B. 一旦你開始了一件工作.他就得緊跟莉它“C. 當(dāng)你開始一件工作的時候.他就得認(rèn)真做.34. By lhe following week, when he's on his own. he feels he has a pretty good i（le;i of whal he need? io do. and how to go about iua. ri到跟看的那個星期,他-個人的時候，他感到對于自己需孌做什么以及如何開始itt非常清楚.B-到第二個星期.他一個人的時候,他感到對于自己需要做什么以及如何開始做有了一個很好的主就C. 到第二個.51期.當(dāng)他獨立工作的時候.他感到對于自己需要做什么以及如何開始做 非常清楚.35. Having pa：i<-ncc with yuur customers and with yourself will ga a long way in winning over hostile customers.A. 對顧客和對自己有耐心將走很長的路才能得生氣的峻客對你工作的支待.B. 對顧客和對自己有耐心將在H得生氣的顧客對你工作的支持方面大有幫助.C. 對瞬客和對白己有耐心將會很難*得生氣的顧客對你工作的支持.試題答案及評分標(biāo)準(zhǔn)（僅供參考）一、交際用語（共計3分,每小睫2分1-5 E：G2. A3. C二、«!匯與ttl構(gòu)（共計3（）IB 2分）6-20 18 ：州讀下面的句于,從AJhC三個選項中選出一個嵯填入空白處的正琥選項,并將答案序號寫在答18紙上。6.B7.A8.B9.C10.CII.B12. C13.AI4.A戚C16. B17. C18.C19. B2OA三、閱讀埋第（共"）分,每小BM分）2I-2F. ®：閱it下列短文,從AJkC三個選項中選出一個正確答案,并將答案序號與在P心121. A 22. C23. B24. C23. C263aBhiW“F：井將答案酹在答I岫m好226. T27. T28. T29. F30/四、母（共計20分網(wǎng)小H 4分）3135：詢從以下A,H、C三個選項中選出最佳mor并格答案序號勇在答B(yǎng)6紙上31. A32. B33; A31. C35. B