国家开放大学电大专科《管理英语2》2021期末试题.docx

国家开放大学电大专科《管理英语2》2021期末试题及答案（试卷号：3938） 盗传必究
一、交际用语（共计I。分,每小题2分）
1・5赃：选择正确的增句完成下面对话•井将答案序号写在答题纸上。
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 hetten
B. 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 tickets
Be 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、词汇与结构（共计3018 2分）
6-20®：阅读下面的句子
，从A.B.C =个选项中

序号写在答JS纸上。
A. turn out
6. One day. our dreams will reality*
B. turn into
C. turn awny
7. I Hnn11 know • Inrnvrd here two minutcR Ago>
A< whin goinK on 11 how in Raing on
C. who m going on
8. Wrile the telephone nutnber dawn you forgets
cane B. in cane
G tinder cane
9・ you prrpnrc croaft triiininK pl心.you nerd u> con«idrr both the company
bcncfitM iind the employer benefitAa
^Although B. Even if
C. An
llL Wr think thm Smith should hr told ubciut his contiiiion n» Moon nn possible.
phy«ic Be phynic
C phynicnl
H. We should keep in mine! the Irrdbnek i*» very helpful for plAnmnK future mrrtinKs nnd events.
A- whut H< thnt
C< when
12. I'm writing to a postition nn n computer rnRinccr in your cornpAny.
A. thank for B・ wait for
C< Apply for
13. We it very much that you1 ve come to give ub ii timely ride. Otherwise we
would miss the traitu
A. nppreciate K expect
C・ prorntnr
Hb Wr !rrl . with the inconvenience the nervier ernter brought
A. diniippointcd H worried
C・ «iurpri>rd
B. which
15. (jiMomrr^ rcfuMc to filling the <|urMionnAirc wre not permitted <o buy the produuL
A. what
C. Who
16. The music like the singing of a bird.
A, hears B> rounds
C・ listens
17. Our workers have been checking the heating system since you called us. 1 you it will perform well won.
A. argue EL affect
Q assure
18> the fog> wr should have reached the annual meeting site on time.
A. Because of In spite of
C. But for
19. His action is always with his wordsu
A. constant consistent
C. continuous
20. We have to our annual work report to the manager next week.
A. hand in B. hand out
C. hands up
■ /• rrn
三读理佩(共40分，每小BJ 4分)
21-25J8：阅读下列场文,从H蛾上.
PassaRc 1
Angry 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 cu^amcr 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 career
21. At whom <lu nngry cu5toni<?rn tend tu niru fbcii lion and complnint»?
A. Staff tnrml>crM< 11. Company mAnnxrrft.
(\ Tho^r who Mccompany them.
22. When o cu^lornrr nhoutB rudrly nt you. you should .
At nri(ur Imrk und protect your^rlf
H. krep qtnet nnrl leave the cUBtornrr alone
<\ keep rnlm And liMrn rnrcfully tn the customer
23. The underlined hcntcncr °Uac your rnr» more than your nioutlf mcan« .
A. Yuur tnouth in not mure importJint lor you thon yuur rnrn
H・ You nhould li»trn more than you speak
(\ You uhould tulk more thnn you listen
24. Whrn deMing with un nngry cuutomrr < which z N( )1 thr right nttitudf ?
A. Be concerned. Be gutni.
<\ He urnuncd
25. 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!*.
文内容判断馅出的演句是否正si .正嘛的的目也七并将答察邛 在答■雄上■ PuMMiKr 2
II 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 Mccornpli^hmrtn^t 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*4
Adding 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 resources
A »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 word^M 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■的译（共计20分,每小题4分）
31・35：谪从以下、C三个选项中选出是佳IB18纸上。
31. The more larrnliar interviewing （eels to you, the less anxiety you will Rd with the process.
A・你对面试越熟悉,在面试过程中你的烦虑就会次少.
B・it程中你焦虑也会少.
C. 你熟悉面试多一点.面试中的麻烦就会少一点.
32. Will you be involved in opening the new office?
A. 你会加入新办公室吗？
B. 你会参与开设新办公室的I：作吗？
C你会彼卷入到新办公室的工作中吗？
33. When you start a job, you must stick to it.
A. •旦你开始了一件工作•你就神持之以恒.
B. 一旦你开始了一件工作.他就得紧跟莉它“
C. 当你开始一件工作的时候.他就得认真做.
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 iu
a. ri到跟看的那个星期,他-个人的时候，他感到对于自己需娈做什么以及如何开始
itt非常清楚.
B-到第二个星期.他一个人的时候,他感到对于自己需要做什么以及如何开始做有了
一个很好的主就・
C. 到第二个.51期.当他独立工作的时候.他感到对于自己需要做什么以及如何开始做 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. 对顾客和对自己有耐心将走很长的路才能得生气的峻客对你工作的支待.
B. 对顾客和对自己有耐心将在H得生气的顾客对你工作的支持方面大有帮助.
C. 对瞬客和对白己有耐心将会很难*得生气的顾客对你工作的支持.
试题答案及评分标准
（仅供参考）
一、交际用语（共计3分,每小睫2分｝
1-5 E：G
2. A
3. C

二、 «!汇与ttl构（共计3（）IB 2分）
6-20 18 ：州读下面的句于,从AJhC三个选项中选出一个嵯填入空白处的正琥选项,并将答案
序号写在答18纸上。
6.B 7.A 8.B 9.C 10. C
II.B 12. C 13. A I4.A 戚 C
16. B 17. C 18. C 19. B 2O・ A
三、 阅读埋第（共"）分,每小BM分）
2I-2F. ®：阅it下列短文,从AJkC三个选项中选出一个正确答案,并将答案序号与在
P心1
21. A 22. C 23. B 24. C 23. C
26・3aBhiW“F：井将答案酹
在答
I■岫m好2
26. T 27. T 28. T 29. F 30/
四、 ■母（共计20分网小H 4分）
31・35：询从以下A,H、C三个选项中选出最佳mor并格答案序号勇在答B6纸上•
31. A 32. B 33; A 31. C 35. B