[新]3938国开电专科理英语2历年期末考试题库
2021年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Would you mind filling the questionnaire for me
_______________
ANo problem
BSorryI can＇t go there
CI really appreciate that
[答案]A
2Can you stay here longer
_______but I have to be back tomorrow
AI＇d love to
BNothank you
CI＇m afraid not
[答案]A
3Our company is doing a customer service questionnaireMay I take you a moment
_______________
AIt doesn＇t matter
BBy all means
CI have no idea
[答案]B
4I am sorryNow what were we talking about
_______________
ANever mind
BThat＇s OK
CYou were saying that you used to be a teacher
[答案]C
5Hello is that service centerThe elevator of our apartment doesn＇t work
_______________
AOhI don＇t know what＇s wrong with it
BSorryI＇ll have it checked out at once
COKI seeThank you
[答案]B
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6Let＇s_________our plan
Astart
Bstarted
Cstarting
[答案]A
7I didn’t do_________last week
Anothing
Bsomething
Canything
[答案]C
8According to their feedback sheets the participants are all with the training
Asatisfied
Bsatisfying
Csatisfactory
[答案]A
9The Jiahe Community Service Center is about to service for residents
Aprovided
Bprovide
Cproviding
[答案]B
10I＇d like to_________that the staff member who served me didn＇t really seem to know what he was doing
Apoint out
Bpoint at
Cpoint in
[答案]A
11I have coffee_________breakfast time
Aat
Bin
Con
[答案]A
12Hiring the right employee_________you_________a thousand times over in high employee morale
Apays…off
Btake…off
Cpays…back
[答案]C
13Are you familiar_________the sayingit＇s not what you knowbut who you knowIn event planning networking is key
Awith
Bto
Cin
[答案]A
14We should take the degree_________account when we recruit a new secretary
Awith
Binto
Cof
[答案]B
15The candidate should dress in a manner that is appropriate to the position_________he is applying
Afor which
Bwhich
Cthat
[答案]A
16Participants have_________the Productivity Analysis Worksheet
Acompleting
Bbeen completed
Ccompleted
[答案]C
17Under no circumstance_________to tell lies to the public
Athe companies are allowed
Bare the companies allowed
Cthe companies will allow
[答案]B
18We_________it very much that you＇ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
[答案]A
19We feel_________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
20I would rather_________two weeks earlier
Ayou should come here
Byou came here
Cyou had come here
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
The houses we live in are very importantThey keep us from being cold in the winter and hot in the summerIn the winter they keep out the snowThey also keep out the windEven if it is blowing outside we are nice and warm insideIn the summerhouses keep the hot sun from usWhen it rainsthey keep us from getting wet
Houses are also places where we can feel safePeople can＇t get at us or our thingsHouses give us a place to be together with our families and friendsMothers and fathers care for their children thereThe children play thereThe family eat and sleep under the same roof
Houses are different in many waysThey are made of different thingsSome houses are made of woodSome are made of stoneSometimes more than one thing is used to make a house
Houses come in different sizesSome houses have only one room Some houses have more than one roomBig apartment houses found in cities have a great many roomsThey hold many familiesThe rooms in which each family lives are called an apartment
Houses are different in the ways they are builtHouses in hot countries can be lightly builtIn places i trains much of the time houses must keep out the water
21Which of the following is NOT mentioned in the passage
APeople feel safe in house
BFamilies and friends live in the same house
CChildren often play in house
[答案]B
22According to the passage the house can keep out
Athe wind
Bthe snow
Cthe wind and the snow
[答案]C
23Houses are in sizes and many ways
Abeautiful
Bthe same
Cdifferent
[答案]C
24Which of the following is probably NOT the thing used to build houses
Asteel
Bcotton
Cstone
[答案]B
25From the passage we can infer that people
Ain hot places like to live the lightlybuilt houses to get heat
Bin the cold places like to live in the strong houses to keep safe
Cin some places where i trains much of the time like to live in house which can keep
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Feedback from your customers is very importantThe more information you have from them the more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen 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 serviceThis is one of the most obvious but underused ways forgetting feedbackFor example you can act as one of the customers in a wheelchair and see how you＇re treatedUse a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconductedthey usually work well
Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliableas well as the least costlyof your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people wantyou＇re wasting your timeImplement onetwothree or all of the above techniquesand your service and product will improve overnight
26Hotel customers and hotel staff think the same about breakfast
[答案]F
27A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not
[答案]T
28It＇s not necessary to know about the customers’ needs and preferences
[答案]F
29Questionnaires are useful in getting feedback from customers
[答案]T
30Frontline staff have nothing to do with improving customer service
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答匙纸
31On the last day of the old year there is a family dinner
A老年日子通常顿家庭餐
B年天会次家庭聚餐
C日子里常家庭聚餐
[答案]B
32Will you be involved in opening the new office
A会加新办公室
B会参开设新办公室工作
C会卷新办公室工作中
[答案]B
33I think what should be done is to create more job opportunities for students
A认需学生创造更工作机会
B认学生更机会
C认已学生更工作机会
[答案]A
34I want to leave a little room in the budgetjust in case
A想桶里留点方备时需
B想预算里留着空间结果发生意外
C想留点预算空间防万
[答案]C
35A true friend is someone who reaches for your hand and touches your heart
A真实朋友伸出手触碰心灵
B真实朋友伸出手理解心灵
C真正朋友援手帮助感动心扉
[答案]C
2020年9月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1 What＇s 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 I＇ll have an interview tomorrow I＇m afraid I can＇t make it
_______________
A Sure you can Take it easy
B I＇m sorry to hear that
C That＇s all right
[答案]A
3 Have you ever been to Tokyo
_______________
A No I didn＇t 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 doesn＇t matter
B By all means
C I have no idea
[答案]B
5 _______________
It will take at least 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
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 He was always _________in sharing his enormous knowledge
A generous
B generation
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．constant
B continuous
C．consistent
[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 protective
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 what
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 You＇d better have your hair _________before going to your friend＇s wedding
A cutting
B cut
C to cut
[答案]B
19 Her article is _________in her 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
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PPHC and Gooseneck are two organizations that do similar community work Each 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 director 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 she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Gooseneck On 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 roleplays some situations with other staff members and gets some direct instruction from them By the following week when he＇s 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 prepare for the work you＇re 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 degree
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 doesn＇t provide staff training
B Mark has a clear idea of his job after the training
C Mark knows his training 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 roleplays some situations with other staff members and gets some direct instruction from them
C Both A and B
[答案]C
25 What is the main idea of the passage
A The importance of training
B Different training ways
C Elaine＇s and Mark＇s work experience
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
One morning Wu Liang discovered that her classroom had changed She found that the desks were 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 couldn＇t listen to the teachers carefully But soon she and her classmates got used to this new classroom arrangement Now our class is quieter said WuWhat＇s more we can come up with our own ideas and learn more through discussion It＇s a better way to study
Li Yu liked ittooGroup members first discusshe saidand then present to the whole class It makes us believe in ourselvesThis was part of a reformat Li＇s school The school made this reform because they 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 lesson 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 I＇m sure it is helpful added Zhang Ming
26 It was easier for Wu Liang to discuss with other students 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 New Look in Class
[答案]T
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答匙纸
31As a general rule it is better to focus on the content of a presentation as a means of attracting your audience＇s attention
A般说重心放讲解容成吸引观众注意力方式
B般规集中礼物容吸引观众注意力更
C般言重点放讲解容吸引观众注意
[答案]C
32 They are willing to understand their partner＇s position first before trying to get understood
A合作方理解愿意理解合作伙伴立场
B合作方理解前愿意先理解合作伙伴立场
C愿意解方立场必须先想明白
[答案]B
33 We should present data in tables or charts so that the report may not be boring with facts alone
A应该表格图表呈现数便报告仅事实面枯燥乏味
B应该表格图表表示数报告会仅事实枯燥乏味
C应该表格图表呈现数便报告厌烦仅事实
[答案]A
34A bad hire not just wastes your time and money but also impacts the team spirit and company morale
A坏雇员会浪费时间金钱影响队伍精神公司风气
B招聘合格员工浪费时间金钱会影响整团队精神公司士气
C浪费时间金钱招聘合格面公司团队精神士气会影响
[答案]B
35I don＇t know why he is late he might have had an accident
A知道没迟通事
B知道迟定遇事
C知道迟遇事
[答案]C
2020年7月试题答案
交际语(计10分题2分)
15题：选择正确语句完成面话答案序号写答题纸
1Should I leave earlier tomorrow morning
__________________
AYes it’s better to leave earlier to avoid the morning traffic
BYes you will
CNo you shouldn＇t
[答案]A
2How are you feeling now
__________________
AMuch better
BIt＇s OK
CThank you
[答案]A
3What time does the train leave
__________________
AOn Tuesday
BIn the morning
CAt half past five
[答案]C
4Good morning Sunshine Community CenterMay I help you
__________________
AI＇d like to book one air ticket
BI＇m glad to introduce myself to you
CI need a plumber to repair the water pipe in my kitchen
[答案]C
5Would you mind filling the questionnaire for me
__________________
ANo problem
BSorry I can＇t go there
CI really appreciate that
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6One day our dreams will_________reality
Aturnout
Bturn into
Cturn away
[答案]B
7I don’t know_________ I just arrived here two minutes ago
Awhat＇s going on
Bhow is going on
Cwho is going on
[答案]A
8Write the telephone number down_________you forget
Aon case
Bin case
Cunder case
[答案]B
9_________you prepare cross training plans you need to consider both the company benefits and the employee benefits
AAlthough
BEven if
CAs
[答案]C
10We think that Smith should be told about his_________condition as soon as possible
Aphysic
Bphysic
Cphysical
[答案]C
11We should keep in mind_________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
12I＇m writing to_________a position as a computer engineer in your company
Athank for
Bwait for
Capply for
[答案]C
13We_________it very much that you’ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
[答案]A
14We feel_________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
15Customers_________refuse to filling the questionnaire are not permitted to buy the product
Awhat
Bwhich
CWho
[答案]C
16The music_________like the singing of a bird
Ahears
Bsounds
Clistens
[答案]B
17Our workers have been checking the heating system since you called usI_________you it will perform well soon
Aargue
Baffect
Cassure
[答案]C
18_________the fog we should have reached the annual meeting site on time
ABecause of
BIn spite of
CBut for
[答案]C
19His action is always_________with his words
Aconstant
Bconsistent
Ccontinuous
[答案]B
20We have to_________our annual work report to the manager next week
Ahand in
Bhandout
Chands up
[答案]A
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should_______
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans_______
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24When dealing with an angry customer which is NOT the right attitude
ABe concerned
BBe patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
If you take the following steps you can make a satisfactory annualreportAnd your boss and other supporters will be impressed
Defining your accomplishmentsWhat difference did you makeWhat has changed in your community or field because of your work over the past yearTake all of your activities over the last 12 months and divide them into three to five major accomplishments
Less is more：Be selectiveIf you include everything the annual report becomes cluttered with informationYou should think about what you want to focus on and then select statistics to represent that and highlight key achievements with photos or case studies etc
Adding visuals and charts：Visuals and charts can reduce the need for texts and detailsAnd they will make the report more attractiveIt＇s great if you produce a full color publication with lots of nice photographyOf course it will depend on your resources
A strong call to action：A strong call to action at the end of your report will impress the readers deeplyMake it clear what you＇d like your readers to do once they＇ve read it such as donate purchase services etc
26Before writing the report you should gather all the work you have done over the past year
[答案]T
27The contents of the report should be selective
[答案]T
28The idioma picture is worth a thousand wordsis appropriate here
[答案]T
29 The application of visuals and charts can make the report more boring
[答案]F
30 Ending the report with a strong call to action will offend he readers
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答题纸
31The more familiar interviewing feels to you the less anxiety you will feel with the process
A面试越熟悉面试程中焦虑会越少
B面试中熟面试程中焦虑会少
C熟悉面试点面试中麻烦会少点
[答案]A
32Will you be involved in opening the new office
A会加新办公室
B会参开设新办公室工作
C会卷入新办公室工作中
[答案]B
33When you start a job you must stick to it
A旦开始件工作持恒
B旦开始件工作紧着
C开始件工作时候认真做
[答案]A
34By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it
A直着星期时候感需做什开始做非常清楚
B第二星期时候感需做什开始做意
C第二星期独立工作时候感需做什开始做非常清楚
[答案]C
35Having patience with your customers and with yourself will go along way in winning over hostile customers
A顾客耐心走长路赢生气顾客工作支持
B顾客耐心赢生气顾客工作支持方面帮助
C顾客耐心会难赢生气顾客工作支持
[答案]B
2020年1月试题答案
交际语(计10分题2分)
15题：选择正确语句完成面话答案序号写答题纸
1 –Good morning Sunshine Community Center May I help you
__________
A I＇d like to book one air ticket
B I＇m glad to introduce myself to you
C I need a plumber to repair the water pipe in my kitchen
[答案]C
2 How＇s your mother doing
__________
A She is very well
B She is very kind
C She is doing shopping now
[答案]A
3 __________
My name is Helen and I was born in 1980 My major was electrical engineering
A Tell me your name please
B Tell me a little bit about yourself please
C Tell me how old you are please
[答案]B
4 Any suggestions for the project
__________
A I need your advice on it
B I advise you to put more hands in this project
C Thanks for your suggestions
[答案]B
5 Hi Helen I＇ll have an interview tomorrow I＇m afraid I can＇t make it
__________
A Sure you can Take it easy B I＇m sorry to hear that
C That＇s all right
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 At the end of the day you want all attendees_________ your event to remember this key message that you＇ve spent along time reinforeing
A leave
B to leave
C leaving
[答案]C
7 He is_________ this company
A in charge of
B in the charge of
C under the charge of
[答案]A
8 Hiring a good employ may cost much money and time_________ it can win much more for the company in future
A what＇s more
B at last
C however
[答案]C
9 They have disagreement_________the plan of celebrating the founding of the community
A on
B in
C
[答案]A
10 The quality of questionnaire will_________ how much information we know from our customers
A effect
B affect
C take
[答案]B
11 The heating system of our apartment brokedown so I made a call _________to the community service center
A discussion
B complaint
C praise
[答案]B
12 It is only by agreeing with their viewpoint and_________ that you will resolve the situation and send the customer away happy
A suggesting a possible solution
B suggest a possible solution
C suggested a possible solution
[答案]A
13 The new year is just
A in corner
B around the corner
C outside the corner
[答案]B
14 Look _________
A Here are the bus comes
B Here comes the bus
C The bus here come
[答案]B
15 The music_________ like the singing of a bird
A hears
B listens
C sounds
[答案]C
16 American young people would rather _________advice from strangers
A get
B getting
C got
[答案]A
17 Whose textbook is this
It John＇s It has his name on it
A can＇t be
B must be
C might be
[答案]B
18 The success of our event is_________ to the sponsor
A related
B based
C intended
[答案]A
19 The more information you can get_________in your field
A the more competitive will you be
B you will be the more competitive
C the more competitive you will be
[答案]C
20 We_________ it very much that you＇ve come to give us a timely ride Otherwise we would miss the train
A appreciate
B expect
C promise
[答案]A
三阅读理解(计40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff members If this happens 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 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 away 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 You 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 your 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
21 Angry customers tend to aim their dissatisfaction and complaints at
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 in Paragraph 3 means
A your mouth is not more important for you than your ears
B you should listen more than you speak
C you should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
A Be concerned
B Be patient
C Beam used
[答案]C
25 Which of the following statements is true according to the passage
A When the customers complain you needn＇t listen carefully
B You needn＇t say sorry to those angry customers
C You should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Cross training is training an employee to do a different part of the organization＇s work Training worker A to do the task that worker B does and training B to do A＇s task is cross training Cross training is good for managers because it provides more flexibility in managing the workforce to get the job done On the other hand cross training has some benefits for the employees as well It lets them learn new skills makes them more valuable keeps them stimulated and reduces worker boredom
Cross training can be used in almost any position in almost any industry I cross trained some of my design engineers to go on field installation trips and get firsthand knowledge of how their designs worked or didn＇t work in the field Cashiers can be trained to stock shelves and stockers trained to cashier This allows you to quickly open additional registers if the customer queue gets too long
As you prepare cross training plans you need to consider both the company benefits and the employee benefits Carefully select the employees to be cross trained Some people like to learn new things Some are more comfortable sticking to what they know Don＇t decide which employees are ready for a change based on their age or performance
26 Cross training is training an employee to do a different job in a different company
[答案]F
27 Cross training is beneficial not only for managers but also for employees
[答案]T
28 Cross training can apply to almost any position and almost any industry
[答案]T
29 When you prepare cross training plans the only consideration is the company benefits
[答案]F
30 You can decide which employees to be cross trained according to their age
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答题纸
31 When you start a job you must stick to it
A 旦开始件工作持恒
B 旦开始件工作紧着
C 开始件工作时候认真做
[答案]A
32 The old sayingpractice makes perfectapplies to interview preparation too
A 古话曲离口适招聘
B 古话熟生巧面试准备适
C 申请面试资格时常常古话熟生巧
[答案]B
33 We can＇t possibly get the work done by October
A 十月份前做完项工作
B 十月份前做项工作
C 十月份做完项工作
[答案]A
34 The more familiar interviewing feels to you the less anxiety you will feel with the process
A 面试越熟悉面试程中焦虑会越少
B 面试中熟面试程中焦虑会少
C 熟悉面试点面试中麻烦会少点
[答案]A
35 In contrast to other countriesthe U S has no national college entrance exam
A 国家言美国没国家考试
B 国家相美国没学学考试
C 相较国家美国学没考试
[答案]B
2019年7月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Should I leave earlier tomorrow morning
_______________
AYes it＇s better to leave earlier to avoid the morning traffic
BYes you will
CNo you won＇t
[答案]A
2Good morning Sunshine Community CenterMay I help you
_______________
AI＇d like to book one air ticket
BI＇m glad to introduce myself to you
CI need a plumber to repair the water pipe in my kitchen
[答案]C
3I am sorryNow what were we talking about
_______________
ANever mind
BI don＇t remember either
CYou were saying that you used to be a teacher
[答案]C
4How＇s your mother doing
_______________
AShe is very well
BShe is very kind
CShe is doing shopping now
[答案]A
5Would you mind fl ling the questionnaire for me
_______________
ANo problemJust give it to me
BSorry I can＇t go there
CI really appreciate that
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6He was always________in sharing his enormous knowledge
Agenerous
Bgeneration
Cgenerate
[答案]A
7We should keep in mind________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
8Hiring a good employ may cost much money and time________ it can win much more for the company in future
Awhat＇s more
Bat last
Chowever
[答案]C
9They________ since last nightThey are about to finish the work
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
[答案]B
10He keeps on his focus on ________money
Amake
Bmade
Cmaking
[答案]C
11Look________
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
12The success of our event is________to the sponsor
Arelated
Bbased
Cintended
[答案]A
13When stating problems we can make a________with those from last year
Acomparing
Bcompare
Ccomparison
[答案]C
14When reading the annual report we should lookout ________the areas where the company did not comply with the regulations
Aat
Bfor
Con
[答案]B
15The Jiahe Community Service Center is about to________service for residents
Aprovided
Bprovide
Cproviding
[答案]B
16________the fog we should have reached the annual meeting site on time
ABecause of
BIn spite of
CBut for
[答案]C
17Did the medicine make you feel better
NoThe more________________I feel
Amedicine I take worse
Bmedicine I take the worse
CI take medicine worse
[答案]B
18Your longterm success in event planning will be based________the experience you had
Ato
Bon
Cof
[答案]B
19Her article is________in her class
Athe best
Bbetter
Cwell
[答案]A
20I would rather________two weeks earlier
Ayou should come here
Byou came here
Cyou had come here
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of
anxietyI just messed up that answer and there＇s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a test getting an85or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewer particularly in the hours just before your interview
To some extent relaxation techniques such as progressive muscle relaxation or breathing exercises can manage anxietyIf your anxiety around interview is excessive you might consider seeing a doctor to develop effective countermeasures
21_______often influences the stress around interviews according to the passage
AInterview process
BAnxietyprovoking thoughts
CInterviewers＇ assumptions
[答案]B
22 Does one poor answer in an interview influence a candidate to_______get a job
AYes
BNo
CNot given
[答案]B
23 Imagining success help a candidate to levels of anxiety
Alower
Braise
Cequal
[答案]A
24 How can we reduce our stress around interviews
ABreathe deeply
BMeet friends
CHave a big meal
[答案]A
25When should we go to see a doctor according the author
AWhen we lose confidence in an interview
BWhen we find effective measures against anxiety round interview
CWhen we have too much stress around interview
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Good communication skills are the key to success in life work and relationshipsWithout effective communication a message can turn into error misunderstandingfrustration or even disaster by being misinterpreted or poorly delivered
The steps for good communication skills
(1) Know what to say
Understand clearly the purpose and intent of your message
(2) Know how to say
Begin by making eye contact which shows confidenceThen pay attention to your body language
(3) Listen
After you＇ve finished talking you should stop listen and look for feedback and clues of comprehension
(4) Reach understanding
To communicate well is to understand and be understood
More Tips for Developing Good Communication Skills：
(1) The better you are able to express yourself the better your ability to communicate
(2) Practice your listening skillsBe considerate of other speakers by waiting until they are done before stating your views
(3) Learn to understand and appreciate different views by being openmindedIt will in turn gain you more cooperation and understanding
(4) Avoid trying to communicate when in an emotional stateTake time to consider your position through before speaking
When you take the time to develop good communication skills it means you open yourself up to better relationshipsmore career opportunities and increased selfconfidenceMoreover your each higher levels of mutual understanding and cooperation while successfully attaining your goals
26A message must be understood interpreted or delivered correctly with communication
[答案]F
27When you talk with others you can pay little attention to your body language
[答案]F
28 The better you are able to understand others the better your ability to communicate
[答案]F
29 Before stating your opinions you＇d better let the speaker finish his or her talking first
[答案]T
30Don＇t argue or debate with others if you feel angry or displeased
[答案]T
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31A true friend is someone who reaches for your hand and touches your heart
A真实朋友伸出手触碰心灵
B真实朋友伸出手理解心灵
C真正朋友援手帮助感动心扉
[答案]C
32You can see many interesting things on your way
A见许趣东西回家路
B路见许趣事情
C见许玩东西车
[答案]B
33Stress around interviews is often influenced by our assumptions we make to ourselves about the process
A面试压力会影响面试程推测
B揣测会影响面试压力关注程
C面试程描测会影响面试压力
[答案]C
34In contrast to other countries the US has no national college entrance exam
A国家言美国没国家考试
B国家相美国没学学考试
C相较国家美国学没考试
[答案]B
35This involves identifying the highlevel reasoning behind your intentions for the event
A包含次活动目意义
B识次活动活动区
C包括弄明白举办次活动目背高层次推理
[答案]C
2019年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Hi Helen I＇ll have an interview tomorrowI＇m afraid I can＇t make it
_______________
ASure you canTake it easy
BI＇m sorry to hear that
CThat＇s all right
[答案]A
2Why do you look unhappyWhat＇s the matter
_______________
AI＇m satisfied with the good performance of the radio I＇ve just bought
BI＇m glad to have bought this radio at such a price
CI＇m rather disappointed with the poor quality of the radio I＇ve just bought
[答案]C
3Our company is doing a customer service questionnaireMay I take you a moment
_______________
AIt doesn＇t matter
BBy all means
CI have no idea
[答案]B
4_______________
It will take at least two weeks
AHow soon will you finish our annual report
BHow often will you finish our annual report
CHow long have you finished our annual report
[答案]A
5Would you like to go to the concert with us
___________ but I＇ve promised to help Jim with his ChineseThank you all the same
AI hate concerts
BI＇ll go with you
CI wish I could
[答案]C
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6I＇m writing to_______________ a position as a computer engineer in your company
Athank for
Bwait for
Capply for
[答案]C
7You need to_______________those questionnaire papers for your company
Ahandout
Bhand in
Chand on
[答案]A
8We feel_______________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
9You must_______________the annual certification of employment online within 15 days
Asubmit
Bomit
Ccommit
[答案]A
10Hiring the right employee_______________you_______________a thousand times over in high employee morale
Apaysoff
Btakeoff
Cpaysback
[答案]C
11Our workers have been checking the heating system since you called usI_______________ you it will perform well soon
Aargue
Baffect
Cassure
[答案]C
12Questionnaires are not suitable_______________some people
Ain
Bfor
Cwith
[答案]B
13We should keep in mind_______________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
14The investor should be aware of the limitations of the financial statement analysis_______________the annual report
Abased on
Bbasing on
Cbase on
[答案]A
15It is only by agreeing with their viewpoint and_______________that you will resolve the situation and send the customer away happy
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
[答案]A
16The new year is just_______________
Ain corner
Baround the corner
Coutside the corner
[答案]B
17Under no circumstance to tell lies_______________to the public
Athe companies are allowed
Bare the companies allowed
Cthe companies will allow
[答案]B
18_______________a company really wants is a candidate has the right skills
AWhatthat
BWhatwhat
CThatthat
[答案]A
19He is_______________this company
Ain charge of
Bin the charge of
Cunder the charge of
[答案]A
20The more information you can get_______________in your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PP HC and Goose neck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parentsElaine has accepted a job with PP HCShe has a degree in psychology but has never done
this type of work beforeOn her first day after showing her to her desk and introducing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luckAfter lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Goose neckOn his first day he learns that his job will consist of training for the next weekMark spends two days going on family visits with experienced staff members and discusses with them what they did and whyHe roleplays some situations with other staff members and gets some direct instruction from themBy the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about itAnd＇ 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 prepare for the work you＇re going to do
21What are PP HC and Goose neck
AThey are two companies that do similar business
BThey are two organizations that do different community work
CThey are two organizations that do similar community work
[答案]C
22Which degree does Elaine have
APsychology degree
BPhysiology degree
CSociology degree
[答案]A
23Which of the following statements is TRUE according to the passage
AElaine has done this type of community work so her organization doesn＇t provide staff training
BMark has a clear idea of his job after the training
CMark knows his training comes to an end
[答案]B
24How is Mark trained to be prepared for his work
AMark spends two days on family visits with experienced staff members and discuss with them
BMark roleplays some situations with other staff members and gets some direct instruction from them
CBoth A and B
[答案]A
25What is the main idea of the passage
AThe importance of training
BDifferent training ways
CElaine＇ sand Mark＇s work experience
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Feedback from your customers is very importantThe more information you have from them the more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
(1) Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen 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
(2) Be a customer yourself and find out what your customers experience when they use your serviceThis is one of the most obvious but underused ways forgetting feedbackFor example you can act as one of the customers in a wheelchair and see how you＇retreated(3) Use a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
(4) Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconducted they usually work well
(5) Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliable as well as the least costly of your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people want you＇re wasting your timeImplement one two three or all of the above techniques and your service and product will improve overnight
26Hotel customers and hotel staff think the same about breakfast
[答案]F
27A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not
[答案]T
28It＇s not necessary to know about the customers’ needs and preferences
[答案]F
29Questionnaires are useful in getting feedback from customers
[答案]T
30Frontline staff have nothing to do with improving customer service
[答案]F
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31The old sayingpractice makes perfectapplies to interviewing too
A古话曲离口适招聘
B古话熟生巧面试适
C申请面试资格时常常古话熟生巧
[答案]B
32We can＇t possibly get the work done by October
A十月份前做完项工作
B十月份前做项工作
C十月份做完项工作
[答案]A
33A few minutes later the doctor came out of his room for the third time
A分钟医生房间第三次
B分钟医生第三次房间走出
C医生迟分钟终房间走出第三名
[答案]B
34I don＇t know why he is late he might have had an accident
A知道没迟遇事
B知道迟定遇事
C知道迟遇事
[答案]C
35Angry customers tend to aim their dissatisfaction and complaints at staff members
A愤怒顾客会员工做发泄满抱怨目标
B愤怒顾客计划员工满抱怨做目标
C愤怒顾客趋员工满抱怨成目标
[答案]A
2018年7月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1I was worried about my math but MrWhite gave mean A
_______________
AThat＇s an easy course
BCongratulations
CMrWhite is very good
[答案]B
2Can you stay here longer
_______ but I have to be back tomorrow
AI＇d love to
BNo thank you
CI＇m afraid not
[答案]A
3Any suggestions for the project
_______________
AI need your advice on it
BI advise you to put more hands in this project
CThanks for your suggestions
[答案]B
4Your plan is perfect and I believe that it will be a great success
_______________
AYes it is
BThank you very much
CI don＇t think so
[答案]B
5Would you mind answering some questions about your annual report
_______________
AYes with great pleasure
BNo I＇m afraid I can＇t make it
CNo as long as it doesn＇t take long
[答案]C
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 You can try these methods to keep your interview anxiety _______control
Aunder
B on
C Cwith
[答案]A
7One day our dreams will _______reality
Aturnout
Bturn into
Cturn away
[答案]B
8I don＇t know _______just arrived here two minutes ago
Awhat＇s going on
Bhow is going on
Cwho is going on
[答案]A
9Write the telephone number down _______you forget
Aon case
Bin case
Cunder case
[答案]B
10 _______you prepare cross training plans you need to consider both the company benefits and the employee benefits
AAlthough
BEven if
CAs
[答案]C
11We think that Smith should be told about his _______condition as soon as possible
Aphysic
Bphysics
Cphysical
[答案]C
12_______the feedback is very helpful for planning future meetings and events
AGet
BGetting
CTo get
[答案]B
13 _______facetoface interviews questionnaires are cheaper for collecting data from a large number of respondents
ACompared to
BComparing
CCompare
[答案]A
14Our company will _______the customers’ suggestions
Arespond
Bbe responding to
Crespond to
[答案]C
15This involves _______the highlevel reasoning behind your intentions for the event
Aidentify
Bidentifying
Cidentified
[答案]B
16People _______find useful information from the annual report
Ahad to
Bdared
Ccould
[答案]C
17The enemy has strengthened their _______position
Aprotective
Bdefensive
Coffensive
[答案]B
18More than 30 people _______the position
Aapplied for
Bapplied to
Capplied in
[答案]A
19Look _______
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
20They promised _______the car for us
Arepairing
Brepaired
Cto repaired
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage
Successful and memorable events don＇t just happen Organizing and holding an event takes planningWhether it＇s an anniversary a sporting event or a retirement party and no matter how much time you have your event＇s success is in the details
There are some suggestions for you to hold a successful eventDecide upon your target audienceThe first thing is you should know who your target audience isFrom this all the other decisions will fall into place in terms of format content prices location etc
Make a list of detailsWhen you hold an event you need to consider everything from program content lighting food serving transportation to parking and safetyMaking a list will ensure you don＇t overlook things
Have a clear purposeWhen you plan an event you should clearly define its purposebecause the following decision should support it
Do not clashCheck the calendarDon＇t clash with holidays or popular vacation times
Know your limitationsYou should be aware of your weakness such as budget or timeIf you decide to hold an event in a week＇s time plan for a more familiar affairIf it＇s a big event prepare several months aheadIf the budget is small you may have to a lot of doityourself work
21Which of the following statement is NOT true according to the passage
ATo know your target audience first helps you plan your event better
BTo check the calendar carefully will avoid time conflict
CKnow the limitation means you should know the audience＇s limitation
[答案]C
22Which is not the factor of holding a successful event*
AA clear purpose
BA list of details
CA invitation
[答案]C
23According to the passage what is the key factor to make your event successful
ALeadership
BDetails
CPlenty of planning time
[答案]B
24 What is the main idea of this passage
ADetails―the key to the success of an event
BSuccessful and memorable events don＇t just happen
CHow to plan successful events
[答案]C
25What is the purpose of making list of details
AMake sure not overlook things
BTo follow decisions
CTo have a clear purpose
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Hiring the right employee is a challenging process for a companyA bad hire not just wastes your time and money but also impacts the team spirit and company moraleA good hirehoweverpays you back in employee productivitysuccessful employment relationship and business culture enhancementHere are certain rules that you can use to select the right employee
Design an effective advertisementA clearly targeted ad attracts qualified candidates and discourages othersYou can make your ad more effective with a precise and specific job description
Ask the right job interview questionsThe purpose of the interview is to find out if the candidate is a strong fit to your businessBy using a sequence of particularly designed questions you are able to get a true picture of your potential employee
Check backgrounds and referencesBackground checking helps you reduce risks and improve the overall quality of hireYou need to verify that all the presented credentialsskills and experience are actually possessed by your candidate
26Hiring the wrong employee is expensive costly to a company and time consuming
[答案]T
27 A company has to spend a lot of money hiring a right employee
[答案]F
28 An advertisement with a clear target will make all candidates lose courage
[答案]F
29 Well designed interview questions can help you know more about the candidates
[答案]T
30Work experience is one of the primary things for an employer to verify in background checking
[答案]T
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31This involves identifying the highlevel reasoning behind your intentions for the event
A包含次活动目意义
B识次活动活动区
C包括弄明白举办次活动目背高层次推理
[答案]C
32By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it
A直着星期时候感需做什开始做非常清楚
B第二星期时候感需做什开始做意
C第二星期独立工作时候感需做什开始做非常清楚
[答案]C
33We can＇t possibly get the work done by October
A十月份前做完项工作
B十月份前做项工作
C十月份做完项工作
[答案]A
34Having patience with your customers and with yourself will go along way in winning over hostile customers
A顾客耐心走长路赢生气顾客工作支持
B顾客耐心赢生气顾客工作支持方面帮助
C顾客耐心会难赢生气顾客工作支持
[答案]B
35A bad hire not just wastes your time and money but also impacts the team spirit and company morale
A坏雇员会浪费时间金钱影响队伍精神公司风气
B招聘合格员工浪费时间金钱会影响整团队精神公司士气
C浪费时间金钱招聘合格公司团队精神士气会影响
[答案]B
2018年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1How do you think of the theme of our event
_______________
AIt＇s pretty good
BI feel so sorry about that
CI＇d like to have some tea
[答案]A
2Hello is that service centerThe elevator of our apartment doesn＇t work
_______________
AOhI don＇t know what＇s wrong with it
BSorry I＇ll have it checked out at once
COkI seeThank you
[答案]B
3Do you mind if I record your lecture
_______Go ahead
ANever mind
BNoyou＇d better not
CNot at all
[答案]C
4_______________
My name is Helen and I was born in 1980My major was electrical engineering
A Tell me your name please
B BTell me a little bit about yourself please
C CTell me how old you are please
[答案]B
5Hi Helen I＇ll have an interview tomorrowI＇m afraid I can＇t make it
_______________
ASure you canTake it easy
BI＇m sorry to hear that
CThat＇s all right
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 Whose textbook is this
It_________John＇sIt has his name on it
A can＇t be
Bmust be
Cmight be
[答案]B
7 These tips may help you avoid_________bad employees for your company
A to hire
Bhiring
Chire
[答案]B
8 Customers_________refuse to filling the questionnaire are not permitted to buy the product
Awhat
Bwhich
Cwho
[答案]C
9 I have coffee_________breakfast time
A at
Bin
COn
[答案]A
10 The heating system of our apartment broke down so I made a_________call to the community service center
A discussion
Bcomplaint
CPraise
[答案]B
11 Where are you used to_________vegetables
A buy
Bbought
CBuying
[答案]C
12 He says what he thinks and does what he wants to do_________other people＇s feelings
Aaccording to
Bregardless of
B because of
[答案]B
13 We should take the degree_________account when we recruit a new secretary
A with
Binto
COf
[答案]B
14 At the end of the day you want all attendees_________your event to remember this key message that you＇ve spent along time reinforcing
A leave
Bto leave
CLeaving
[答案]C
15 Let＇s_________our plan
A start
Bstarted
CStarting
[答案]A
16 I didn＇t do_________last week
A nothing
Bsomething
CAnything
[答案]C
17 If I_________youI_________more attention to the independent auditors’ report and financial statements in the annual report
A was shall pay
Bam will pay
Cwere would pay
[答案]C
18 We feel_________ with the inconvenience the service center brought us
A disappointed
Bworried
CSurprised
[答案]A
19 You must_________the annual certification of employment online within 15 days
A submit
Bomit
CCommit
[答案]A
20 Look_________
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
ABe concerned
B Be patient
CBeam used
[答案]C
25 Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Cross training is training an employee to do a different part of the organization＇s workTraining worker A to do the task that worker B does and training B to do A＇s task is cross trainingCross training is good for managers because it provides more flexibility in managing the workforce to get the job doneOn the other hand cross training has some benefits for the employees as wellIt lets them learn new skills makes them more valuable keeps them stimulated and reduces worker boredom
Cross training can be used in almost any position in almost any industryI cross trained some of my design engineers to go on field installation trips and get firsthand knowledge of how their designs worked or didn＇t work in the fieldCashiers can be trained to stock shelves and stockers trained to cashierThis allows you to quickly open additional registers if the customer queue gets too long
As you prepare cross training plans you need to consider both the company benefits and the employee benefitsCarefully select the employees to be cross trainedSome people like to learn new thingsSome are more comfortable sticking to what they knowDon＇t decide which employees are ready for a change based on their age or performance
26Cross training is training an employee to do a different job in a different company
[答案]F
27Cross training is beneficial not only for managers but also for employees
[答案]T
28Cross training can apply to almost any position and almost any industry
[答案]T
29Not all employees are suitable to be cross trained
[答案]T
30You can decide which employees to be cross trained according to their age
[答案]F
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31A new food market will be builtin our community next month
A月社会已建新食物市场
B社区正建新菜市场
C月社区新建菜市场
[答案]C
32To communicate precisely what you want to say you have to frequently need to define keywords
A简明扼表达意必须断定义关键词
B定义频繁出现关键词准确传达意
C准确表达意必须断定义关键词
[答案]C
33I think what should be done is to create more job opportunities for students
A认更需学生创造更工作机会
B认学生更机会
C认已学生更工作机会
[答案]A
34A few minutes later the doctor came out of his room for the third time
A分钟医生房间第三次
B分钟医生第三次房间走出
C医生迟分钟终房间走出第三名
[答案]B
35The old sayingpractice makes perfectapplies to interviewing too
A古话曲离口适招聘
B古话熟生巧面试适
C申请面试资格时常常古话熟生巧
[答案]B
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2021年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Would you mind filling the questionnaire for me
_______________
ANo problem
BSorryI can＇t go there
CI really appreciate that
[答案]A
2Can you stay here longer
_______but I have to be back tomorrow
AI＇d love to
BNothank you
CI＇m afraid not
[答案]A
3Our company is doing a customer service questionnaireMay I take you a moment
_______________
AIt doesn＇t matter
BBy all means
CI have no idea
[答案]B
4I am sorryNow what were we talking about
_______________
ANever mind
BThat＇s OK
CYou were saying that you used to be a teacher
[答案]C
5Hello is that service centerThe elevator of our apartment doesn＇t work
_______________
AOhI don＇t know what＇s wrong with it
BSorryI＇ll have it checked out at once
COKI seeThank you
[答案]B
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6Let＇s_________our plan
Astart
Bstarted
Cstarting
[答案]A
7I didn’t do_________last week
Anothing
Bsomething
Canything
[答案]C
8According to their feedback sheets the participants are all with the training
Asatisfied
Bsatisfying
Csatisfactory
[答案]A
9The Jiahe Community Service Center is about to service for residents
Aprovided
Bprovide
Cproviding
[答案]B
10I＇d like to_________that the staff member who served me didn＇t really seem to know what he was doing
Apoint out
Bpoint at
Cpoint in
[答案]A
11I have coffee_________breakfast time
Aat
Bin
Con
[答案]A
12Hiring the right employee_________you_________a thousand times over in high employee morale
Apays…off
Btake…off
Cpays…back
[答案]C
13Are you familiar_________the sayingit＇s not what you knowbut who you knowIn event planning networking is key
Awith
Bto
Cin
[答案]A
14We should take the degree_________account when we recruit a new secretary
Awith
Binto
Cof
[答案]B
15The candidate should dress in a manner that is appropriate to the position_________he is applying
Afor which
Bwhich
Cthat
[答案]A
16Participants have_________the Productivity Analysis Worksheet
Acompleting
Bbeen completed
Ccompleted
[答案]C
17Under no circumstance_________to tell lies to the public
Athe companies are allowed
Bare the companies allowed
Cthe companies will allow
[答案]B
18We_________it very much that you＇ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
[答案]A
19We feel_________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
20I would rather_________two weeks earlier
Ayou should come here
Byou came here
Cyou had come here
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
The houses we live in are very importantThey keep us from being cold in the winter and hot in the summerIn the winter they keep out the snowThey also keep out the windEven if it is blowing outside we are nice and warm insideIn the summerhouses keep the hot sun from usWhen it rainsthey keep us from getting wet
Houses are also places where we can feel safePeople can＇t get at us or our thingsHouses give us a place to be together with our families and friendsMothers and fathers care for their children thereThe children play thereThe family eat and sleep under the same roof
Houses are different in many waysThey are made of different thingsSome houses are made of woodSome are made of stoneSometimes more than one thing is used to make a house
Houses come in different sizesSome houses have only one room Some houses have more than one roomBig apartment houses found in cities have a great many roomsThey hold many familiesThe rooms in which each family lives are called an apartment
Houses are different in the ways they are builtHouses in hot countries can be lightly builtIn places i trains much of the time houses must keep out the water
21Which of the following is NOT mentioned in the passage
APeople feel safe in house
BFamilies and friends live in the same house
CChildren often play in house
[答案]B
22According to the passage the house can keep out
Athe wind
Bthe snow
Cthe wind and the snow
[答案]C
23Houses are in sizes and many ways
Abeautiful
Bthe same
Cdifferent
[答案]C
24Which of the following is probably NOT the thing used to build houses
Asteel
Bcotton
Cstone
[答案]B
25From the passage we can infer that people
Ain hot places like to live the lightlybuilt houses to get heat
Bin the cold places like to live in the strong houses to keep safe
Cin some places where i trains much of the time like to live in house which can keep
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Feedback from your customers is very importantThe more information you have from them the more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen 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 serviceThis is one of the most obvious but underused ways forgetting feedbackFor example you can act as one of the customers in a wheelchair and see how you＇re treatedUse a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconductedthey usually work well
Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliableas well as the least costlyof your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people wantyou＇re wasting your timeImplement onetwothree or all of the above techniquesand your service and product will improve overnight
26Hotel customers and hotel staff think the same about breakfast
[答案]F
27A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not
[答案]T
28It＇s not necessary to know about the customers’ needs and preferences
[答案]F
29Questionnaires are useful in getting feedback from customers
[答案]T
30Frontline staff have nothing to do with improving customer service
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答匙纸
31On the last day of the old year there is a family dinner
A老年日子通常顿家庭餐
B年天会次家庭聚餐
C日子里常家庭聚餐
[答案]B
32Will you be involved in opening the new office
A会加新办公室
B会参开设新办公室工作
C会卷新办公室工作中
[答案]B
33I think what should be done is to create more job opportunities for students
A认需学生创造更工作机会
B认学生更机会
C认已学生更工作机会
[答案]A
34I want to leave a little room in the budgetjust in case
A想桶里留点方备时需
B想预算里留着空间结果发生意外
C想留点预算空间防万
[答案]C
35A true friend is someone who reaches for your hand and touches your heart
A真实朋友伸出手触碰心灵
B真实朋友伸出手理解心灵
C真正朋友援手帮助感动心扉
[答案]C
2020年9月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1 What＇s 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 I＇ll have an interview tomorrow I＇m afraid I can＇t make it
_______________
A Sure you can Take it easy
B I＇m sorry to hear that
C That＇s all right
[答案]A
3 Have you ever been to Tokyo
_______________
A No I didn＇t 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 doesn＇t matter
B By all means
C I have no idea
[答案]B
5 _______________
It will take at least 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
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 He was always _________in sharing his enormous knowledge
A generous
B generation
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．constant
B continuous
C．consistent
[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 protective
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 what
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 You＇d better have your hair _________before going to your friend＇s wedding
A cutting
B cut
C to cut
[答案]B
19 Her article is _________in her 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
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PPHC and Gooseneck are two organizations that do similar community work Each 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 director 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 she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Gooseneck On 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 roleplays some situations with other staff members and gets some direct instruction from them By the following week when he＇s 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 prepare for the work you＇re 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 degree
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 doesn＇t provide staff training
B Mark has a clear idea of his job after the training
C Mark knows his training 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 roleplays some situations with other staff members and gets some direct instruction from them
C Both A and B
[答案]C
25 What is the main idea of the passage
A The importance of training
B Different training ways
C Elaine＇s and Mark＇s work experience
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
One morning Wu Liang discovered that her classroom had changed She found that the desks were 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 couldn＇t listen to the teachers carefully But soon she and her classmates got used to this new classroom arrangement Now our class is quieter said WuWhat＇s more we can come up with our own ideas and learn more through discussion It＇s a better way to study
Li Yu liked ittooGroup members first discusshe saidand then present to the whole class It makes us believe in ourselvesThis was part of a reformat Li＇s school The school made this reform because they 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 lesson 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 I＇m sure it is helpful added Zhang Ming
26 It was easier for Wu Liang to discuss with other students 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 New Look in Class
[答案]T
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答匙纸
31As a general rule it is better to focus on the content of a presentation as a means of attracting your audience＇s attention
A般说重心放讲解容成吸引观众注意力方式
B般规集中礼物容吸引观众注意力更
C般言重点放讲解容吸引观众注意
[答案]C
32 They are willing to understand their partner＇s position first before trying to get understood
A合作方理解愿意理解合作伙伴立场
B合作方理解前愿意先理解合作伙伴立场
C愿意解方立场必须先想明白
[答案]B
33 We should present data in tables or charts so that the report may not be boring with facts alone
A应该表格图表呈现数便报告仅事实面枯燥乏味
B应该表格图表表示数报告会仅事实枯燥乏味
C应该表格图表呈现数便报告厌烦仅事实
[答案]A
34A bad hire not just wastes your time and money but also impacts the team spirit and company morale
A坏雇员会浪费时间金钱影响队伍精神公司风气
B招聘合格员工浪费时间金钱会影响整团队精神公司士气
C浪费时间金钱招聘合格面公司团队精神士气会影响
[答案]B
35I don＇t know why he is late he might have had an accident
A知道没迟通事
B知道迟定遇事
C知道迟遇事
[答案]C
2020年7月试题答案
交际语(计10分题2分)
15题：选择正确语句完成面话答案序号写答题纸
1Should I leave earlier tomorrow morning
__________________
AYes it’s better to leave earlier to avoid the morning traffic
BYes you will
CNo you shouldn＇t
[答案]A
2How are you feeling now
__________________
AMuch better
BIt＇s OK
CThank you
[答案]A
3What time does the train leave
__________________
AOn Tuesday
BIn the morning
CAt half past five
[答案]C
4Good morning Sunshine Community CenterMay I help you
__________________
AI＇d like to book one air ticket
BI＇m glad to introduce myself to you
CI need a plumber to repair the water pipe in my kitchen
[答案]C
5Would you mind filling the questionnaire for me
__________________
ANo problem
BSorry I can＇t go there
CI really appreciate that
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6One day our dreams will_________reality
Aturnout
Bturn into
Cturn away
[答案]B
7I don’t know_________ I just arrived here two minutes ago
Awhat＇s going on
Bhow is going on
Cwho is going on
[答案]A
8Write the telephone number down_________you forget
Aon case
Bin case
Cunder case
[答案]B
9_________you prepare cross training plans you need to consider both the company benefits and the employee benefits
AAlthough
BEven if
CAs
[答案]C
10We think that Smith should be told about his_________condition as soon as possible
Aphysic
Bphysic
Cphysical
[答案]C
11We should keep in mind_________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
12I＇m writing to_________a position as a computer engineer in your company
Athank for
Bwait for
Capply for
[答案]C
13We_________it very much that you’ve come to give us a timely rideOtherwise we would miss the train
Aappreciate
Bexpect
Cpromise
[答案]A
14We feel_________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
15Customers_________refuse to filling the questionnaire are not permitted to buy the product
Awhat
Bwhich
CWho
[答案]C
16The music_________like the singing of a bird
Ahears
Bsounds
Clistens
[答案]B
17Our workers have been checking the heating system since you called usI_________you it will perform well soon
Aargue
Baffect
Cassure
[答案]C
18_________the fog we should have reached the annual meeting site on time
ABecause of
BIn spite of
CBut for
[答案]C
19His action is always_________with his words
Aconstant
Bconsistent
Ccontinuous
[答案]B
20We have to_________our annual work report to the manager next week
Ahand in
Bhandout
Chands up
[答案]A
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to youyou should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should_______
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans_______
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24When dealing with an angry customer which is NOT the right attitude
ABe concerned
BBe patient
CBeam used
[答案]C
25Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
If you take the following steps you can make a satisfactory annualreportAnd your boss and other supporters will be impressed
Defining your accomplishmentsWhat difference did you makeWhat has changed in your community or field because of your work over the past yearTake all of your activities over the last 12 months and divide them into three to five major accomplishments
Less is more：Be selectiveIf you include everything the annual report becomes cluttered with informationYou should think about what you want to focus on and then select statistics to represent that and highlight key achievements with photos or case studies etc
Adding visuals and charts：Visuals and charts can reduce the need for texts and detailsAnd they will make the report more attractiveIt＇s great if you produce a full color publication with lots of nice photographyOf course it will depend on your resources
A strong call to action：A strong call to action at the end of your report will impress the readers deeplyMake it clear what you＇d like your readers to do once they＇ve read it such as donate purchase services etc
26Before writing the report you should gather all the work you have done over the past year
[答案]T
27The contents of the report should be selective
[答案]T
28The idioma picture is worth a thousand wordsis appropriate here
[答案]T
29 The application of visuals and charts can make the report more boring
[答案]F
30 Ending the report with a strong call to action will offend he readers
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答题纸
31The more familiar interviewing feels to you the less anxiety you will feel with the process
A面试越熟悉面试程中焦虑会越少
B面试中熟面试程中焦虑会少
C熟悉面试点面试中麻烦会少点
[答案]A
32Will you be involved in opening the new office
A会加新办公室
B会参开设新办公室工作
C会卷入新办公室工作中
[答案]B
33When you start a job you must stick to it
A旦开始件工作持恒
B旦开始件工作紧着
C开始件工作时候认真做
[答案]A
34By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it
A直着星期时候感需做什开始做非常清楚
B第二星期时候感需做什开始做意
C第二星期独立工作时候感需做什开始做非常清楚
[答案]C
35Having patience with your customers and with yourself will go along way in winning over hostile customers
A顾客耐心走长路赢生气顾客工作支持
B顾客耐心赢生气顾客工作支持方面帮助
C顾客耐心会难赢生气顾客工作支持
[答案]B
2020年1月试题答案
交际语(计10分题2分)
15题：选择正确语句完成面话答案序号写答题纸
1 –Good morning Sunshine Community Center May I help you
__________
A I＇d like to book one air ticket
B I＇m glad to introduce myself to you
C I need a plumber to repair the water pipe in my kitchen
[答案]C
2 How＇s your mother doing
__________
A She is very well
B She is very kind
C She is doing shopping now
[答案]A
3 __________
My name is Helen and I was born in 1980 My major was electrical engineering
A Tell me your name please
B Tell me a little bit about yourself please
C Tell me how old you are please
[答案]B
4 Any suggestions for the project
__________
A I need your advice on it
B I advise you to put more hands in this project
C Thanks for your suggestions
[答案]B
5 Hi Helen I＇ll have an interview tomorrow I＇m afraid I can＇t make it
__________
A Sure you can Take it easy B I＇m sorry to hear that
C That＇s all right
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 At the end of the day you want all attendees_________ your event to remember this key message that you＇ve spent along time reinforeing
A leave
B to leave
C leaving
[答案]C
7 He is_________ this company
A in charge of
B in the charge of
C under the charge of
[答案]A
8 Hiring a good employ may cost much money and time_________ it can win much more for the company in future
A what＇s more
B at last
C however
[答案]C
9 They have disagreement_________the plan of celebrating the founding of the community
A on
B in
C
[答案]A
10 The quality of questionnaire will_________ how much information we know from our customers
A effect
B affect
C take
[答案]B
11 The heating system of our apartment brokedown so I made a call _________to the community service center
A discussion
B complaint
C praise
[答案]B
12 It is only by agreeing with their viewpoint and_________ that you will resolve the situation and send the customer away happy
A suggesting a possible solution
B suggest a possible solution
C suggested a possible solution
[答案]A
13 The new year is just
A in corner
B around the corner
C outside the corner
[答案]B
14 Look _________
A Here are the bus comes
B Here comes the bus
C The bus here come
[答案]B
15 The music_________ like the singing of a bird
A hears
B listens
C sounds
[答案]C
16 American young people would rather _________advice from strangers
A get
B getting
C got
[答案]A
17 Whose textbook is this
It John＇s It has his name on it
A can＇t be
B must be
C might be
[答案]B
18 The success of our event is_________ to the sponsor
A related
B based
C intended
[答案]A
19 The more information you can get_________in your field
A the more competitive will you be
B you will be the more competitive
C the more competitive you will be
[答案]C
20 We_________ it very much that you＇ve come to give us a timely ride Otherwise we would miss the train
A appreciate
B expect
C promise
[答案]A
三阅读理解(计40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff members If this happens 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 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 away 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 You 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 your 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
21 Angry customers tend to aim their dissatisfaction and complaints at
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 in Paragraph 3 means
A your mouth is not more important for you than your ears
B you should listen more than you speak
C you should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
A Be concerned
B Be patient
C Beam used
[答案]C
25 Which of the following statements is true according to the passage
A When the customers complain you needn＇t listen carefully
B You needn＇t say sorry to those angry customers
C You should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Cross training is training an employee to do a different part of the organization＇s work Training worker A to do the task that worker B does and training B to do A＇s task is cross training Cross training is good for managers because it provides more flexibility in managing the workforce to get the job done On the other hand cross training has some benefits for the employees as well It lets them learn new skills makes them more valuable keeps them stimulated and reduces worker boredom
Cross training can be used in almost any position in almost any industry I cross trained some of my design engineers to go on field installation trips and get firsthand knowledge of how their designs worked or didn＇t work in the field Cashiers can be trained to stock shelves and stockers trained to cashier This allows you to quickly open additional registers if the customer queue gets too long
As you prepare cross training plans you need to consider both the company benefits and the employee benefits Carefully select the employees to be cross trained Some people like to learn new things Some are more comfortable sticking to what they know Don＇t decide which employees are ready for a change based on their age or performance
26 Cross training is training an employee to do a different job in a different company
[答案]F
27 Cross training is beneficial not only for managers but also for employees
[答案]T
28 Cross training can apply to almost any position and almost any industry
[答案]T
29 When you prepare cross training plans the only consideration is the company benefits
[答案]F
30 You can decide which employees to be cross trained according to their age
[答案]F
四翻译(计20分题4分)
3135：请ABC三选项中选出佳翻译答案序号写答题纸
31 When you start a job you must stick to it
A 旦开始件工作持恒
B 旦开始件工作紧着
C 开始件工作时候认真做
[答案]A
32 The old sayingpractice makes perfectapplies to interview preparation too
A 古话曲离口适招聘
B 古话熟生巧面试准备适
C 申请面试资格时常常古话熟生巧
[答案]B
33 We can＇t possibly get the work done by October
A 十月份前做完项工作
B 十月份前做项工作
C 十月份做完项工作
[答案]A
34 The more familiar interviewing feels to you the less anxiety you will feel with the process
A 面试越熟悉面试程中焦虑会越少
B 面试中熟面试程中焦虑会少
C 熟悉面试点面试中麻烦会少点
[答案]A
35 In contrast to other countriesthe U S has no national college entrance exam
A 国家言美国没国家考试
B 国家相美国没学学考试
C 相较国家美国学没考试
[答案]B
2019年7月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Should I leave earlier tomorrow morning
_______________
AYes it＇s better to leave earlier to avoid the morning traffic
BYes you will
CNo you won＇t
[答案]A
2Good morning Sunshine Community CenterMay I help you
_______________
AI＇d like to book one air ticket
BI＇m glad to introduce myself to you
CI need a plumber to repair the water pipe in my kitchen
[答案]C
3I am sorryNow what were we talking about
_______________
ANever mind
BI don＇t remember either
CYou were saying that you used to be a teacher
[答案]C
4How＇s your mother doing
_______________
AShe is very well
BShe is very kind
CShe is doing shopping now
[答案]A
5Would you mind fl ling the questionnaire for me
_______________
ANo problemJust give it to me
BSorry I can＇t go there
CI really appreciate that
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6He was always________in sharing his enormous knowledge
Agenerous
Bgeneration
Cgenerate
[答案]A
7We should keep in mind________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
8Hiring a good employ may cost much money and time________ it can win much more for the company in future
Awhat＇s more
Bat last
Chowever
[答案]C
9They________ since last nightThey are about to finish the work
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
[答案]B
10He keeps on his focus on ________money
Amake
Bmade
Cmaking
[答案]C
11Look________
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
12The success of our event is________to the sponsor
Arelated
Bbased
Cintended
[答案]A
13When stating problems we can make a________with those from last year
Acomparing
Bcompare
Ccomparison
[答案]C
14When reading the annual report we should lookout ________the areas where the company did not comply with the regulations
Aat
Bfor
Con
[答案]B
15The Jiahe Community Service Center is about to________service for residents
Aprovided
Bprovide
Cproviding
[答案]B
16________the fog we should have reached the annual meeting site on time
ABecause of
BIn spite of
CBut for
[答案]C
17Did the medicine make you feel better
NoThe more________________I feel
Amedicine I take worse
Bmedicine I take the worse
CI take medicine worse
[答案]B
18Your longterm success in event planning will be based________the experience you had
Ato
Bon
Cof
[答案]B
19Her article is________in her class
Athe best
Bbetter
Cwell
[答案]A
20I would rather________two weeks earlier
Ayou should come here
Byou came here
Cyou had come here
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Stress around interviews is often influenced by our assumptions we make to ourselves about the processCountering anxietyprovoking thoughts can help to lower levels of
anxietyI just messed up that answer and there＇s no hopeOne poor answer normally does not knock a candidate out of considerationAn interview is like a test getting an85or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxietyAlways try imagining positive interactions with your interviewer particularly in the hours just before your interview
To some extent relaxation techniques such as progressive muscle relaxation or breathing exercises can manage anxietyIf your anxiety around interview is excessive you might consider seeing a doctor to develop effective countermeasures
21_______often influences the stress around interviews according to the passage
AInterview process
BAnxietyprovoking thoughts
CInterviewers＇ assumptions
[答案]B
22 Does one poor answer in an interview influence a candidate to_______get a job
AYes
BNo
CNot given
[答案]B
23 Imagining success help a candidate to levels of anxiety
Alower
Braise
Cequal
[答案]A
24 How can we reduce our stress around interviews
ABreathe deeply
BMeet friends
CHave a big meal
[答案]A
25When should we go to see a doctor according the author
AWhen we lose confidence in an interview
BWhen we find effective measures against anxiety round interview
CWhen we have too much stress around interview
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Good communication skills are the key to success in life work and relationshipsWithout effective communication a message can turn into error misunderstandingfrustration or even disaster by being misinterpreted or poorly delivered
The steps for good communication skills
(1) Know what to say
Understand clearly the purpose and intent of your message
(2) Know how to say
Begin by making eye contact which shows confidenceThen pay attention to your body language
(3) Listen
After you＇ve finished talking you should stop listen and look for feedback and clues of comprehension
(4) Reach understanding
To communicate well is to understand and be understood
More Tips for Developing Good Communication Skills：
(1) The better you are able to express yourself the better your ability to communicate
(2) Practice your listening skillsBe considerate of other speakers by waiting until they are done before stating your views
(3) Learn to understand and appreciate different views by being openmindedIt will in turn gain you more cooperation and understanding
(4) Avoid trying to communicate when in an emotional stateTake time to consider your position through before speaking
When you take the time to develop good communication skills it means you open yourself up to better relationshipsmore career opportunities and increased selfconfidenceMoreover your each higher levels of mutual understanding and cooperation while successfully attaining your goals
26A message must be understood interpreted or delivered correctly with communication
[答案]F
27When you talk with others you can pay little attention to your body language
[答案]F
28 The better you are able to understand others the better your ability to communicate
[答案]F
29 Before stating your opinions you＇d better let the speaker finish his or her talking first
[答案]T
30Don＇t argue or debate with others if you feel angry or displeased
[答案]T
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31A true friend is someone who reaches for your hand and touches your heart
A真实朋友伸出手触碰心灵
B真实朋友伸出手理解心灵
C真正朋友援手帮助感动心扉
[答案]C
32You can see many interesting things on your way
A见许趣东西回家路
B路见许趣事情
C见许玩东西车
[答案]B
33Stress around interviews is often influenced by our assumptions we make to ourselves about the process
A面试压力会影响面试程推测
B揣测会影响面试压力关注程
C面试程描测会影响面试压力
[答案]C
34In contrast to other countries the US has no national college entrance exam
A国家言美国没国家考试
B国家相美国没学学考试
C相较国家美国学没考试
[答案]B
35This involves identifying the highlevel reasoning behind your intentions for the event
A包含次活动目意义
B识次活动活动区
C包括弄明白举办次活动目背高层次推理
[答案]C
2019年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1Hi Helen I＇ll have an interview tomorrowI＇m afraid I can＇t make it
_______________
ASure you canTake it easy
BI＇m sorry to hear that
CThat＇s all right
[答案]A
2Why do you look unhappyWhat＇s the matter
_______________
AI＇m satisfied with the good performance of the radio I＇ve just bought
BI＇m glad to have bought this radio at such a price
CI＇m rather disappointed with the poor quality of the radio I＇ve just bought
[答案]C
3Our company is doing a customer service questionnaireMay I take you a moment
_______________
AIt doesn＇t matter
BBy all means
CI have no idea
[答案]B
4_______________
It will take at least two weeks
AHow soon will you finish our annual report
BHow often will you finish our annual report
CHow long have you finished our annual report
[答案]A
5Would you like to go to the concert with us
___________ but I＇ve promised to help Jim with his ChineseThank you all the same
AI hate concerts
BI＇ll go with you
CI wish I could
[答案]C
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6I＇m writing to_______________ a position as a computer engineer in your company
Athank for
Bwait for
Capply for
[答案]C
7You need to_______________those questionnaire papers for your company
Ahandout
Bhand in
Chand on
[答案]A
8We feel_______________with the inconvenience the service center brought us
Adisappointed
Bworried
Csurprised
[答案]A
9You must_______________the annual certification of employment online within 15 days
Asubmit
Bomit
Ccommit
[答案]A
10Hiring the right employee_______________you_______________a thousand times over in high employee morale
Apaysoff
Btakeoff
Cpaysback
[答案]C
11Our workers have been checking the heating system since you called usI_______________ you it will perform well soon
Aargue
Baffect
Cassure
[答案]C
12Questionnaires are not suitable_______________some people
Ain
Bfor
Cwith
[答案]B
13We should keep in mind_______________the feedback is very helpful for planning future meetings and events
Awhat
Bthat
Cwhen
[答案]B
14The investor should be aware of the limitations of the financial statement analysis_______________the annual report
Abased on
Bbasing on
Cbase on
[答案]A
15It is only by agreeing with their viewpoint and_______________that you will resolve the situation and send the customer away happy
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
[答案]A
16The new year is just_______________
Ain corner
Baround the corner
Coutside the corner
[答案]B
17Under no circumstance to tell lies_______________to the public
Athe companies are allowed
Bare the companies allowed
Cthe companies will allow
[答案]B
18_______________a company really wants is a candidate has the right skills
AWhatthat
BWhatwhat
CThatthat
[答案]A
19He is_______________this company
Ain charge of
Bin the charge of
Cunder the charge of
[答案]A
20The more information you can get_______________in your field
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage 1
PP HC and Goose neck are two organizations that do similar community workEach has hired a new staff member to make contact with and provide services to new parentsElaine has accepted a job with PP HCShe has a degree in psychology but has never done
this type of work beforeOn her first day after showing her to her desk and introducing her to colleagues the director gives her a town map and a list of the names of the families she will be responsible for and wishes her luckAfter lunch Elaine sets out to contact the families worried about what she＇ll door say when she meets them
Mark has a degree similar to Elaine＇s and has just been hired by Goose neckOn his first day he learns that his job will consist of training for the next weekMark spends two days going on family visits with experienced staff members and discusses with them what they did and whyHe roleplays some situations with other staff members and gets some direct instruction from themBy the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about itAnd＇ 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 prepare for the work you＇re going to do
21What are PP HC and Goose neck
AThey are two companies that do similar business
BThey are two organizations that do different community work
CThey are two organizations that do similar community work
[答案]C
22Which degree does Elaine have
APsychology degree
BPhysiology degree
CSociology degree
[答案]A
23Which of the following statements is TRUE according to the passage
AElaine has done this type of community work so her organization doesn＇t provide staff training
BMark has a clear idea of his job after the training
CMark knows his training comes to an end
[答案]B
24How is Mark trained to be prepared for his work
AMark spends two days on family visits with experienced staff members and discuss with them
BMark roleplays some situations with other staff members and gets some direct instruction from them
CBoth A and B
[答案]A
25What is the main idea of the passage
AThe importance of training
BDifferent training ways
CElaine＇ sand Mark＇s work experience
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Feedback from your customers is very importantThe more information you have from them the more competitive you will be in your fieldThe following techniques will help you know what the customers think of your business
(1) Ask your customers directly and cater to their wishesThis is the simplest way to find out what people want from your service or productWhen 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
(2) Be a customer yourself and find out what your customers experience when they use your serviceThis is one of the most obvious but underused ways forgetting feedbackFor example you can act as one of the customers in a wheelchair and see how you＇retreated(3) Use a focus groupFocus groups are representatives of customers whose job is to provide you with information on their needs and preferences
(4) Use questionnaires and surveysThis is one of the most wellestablished feedback techniquesWhen wellconducted they usually work well
(5) Encourage your frontline staff to build strong relationships with customersYour frontline staff are the most resourceful and reliable as well as the least costly of your customer feedback sourcesTheir communication with the customers will become important information for improving customer care
You may deliver the best service in the worldBut if it is not what people want you＇re wasting your timeImplement one two three or all of the above techniques and your service and product will improve overnight
26Hotel customers and hotel staff think the same about breakfast
[答案]F
27A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not
[答案]T
28It＇s not necessary to know about the customers’ needs and preferences
[答案]F
29Questionnaires are useful in getting feedback from customers
[答案]T
30Frontline staff have nothing to do with improving customer service
[答案]F
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31The old sayingpractice makes perfectapplies to interviewing too
A古话曲离口适招聘
B古话熟生巧面试适
C申请面试资格时常常古话熟生巧
[答案]B
32We can＇t possibly get the work done by October
A十月份前做完项工作
B十月份前做项工作
C十月份做完项工作
[答案]A
33A few minutes later the doctor came out of his room for the third time
A分钟医生房间第三次
B分钟医生第三次房间走出
C医生迟分钟终房间走出第三名
[答案]B
34I don＇t know why he is late he might have had an accident
A知道没迟遇事
B知道迟定遇事
C知道迟遇事
[答案]C
35Angry customers tend to aim their dissatisfaction and complaints at staff members
A愤怒顾客会员工做发泄满抱怨目标
B愤怒顾客计划员工满抱怨做目标
C愤怒顾客趋员工满抱怨成目标
[答案]A
2018年7月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1I was worried about my math but MrWhite gave mean A
_______________
AThat＇s an easy course
BCongratulations
CMrWhite is very good
[答案]B
2Can you stay here longer
_______ but I have to be back tomorrow
AI＇d love to
BNo thank you
CI＇m afraid not
[答案]A
3Any suggestions for the project
_______________
AI need your advice on it
BI advise you to put more hands in this project
CThanks for your suggestions
[答案]B
4Your plan is perfect and I believe that it will be a great success
_______________
AYes it is
BThank you very much
CI don＇t think so
[答案]B
5Would you mind answering some questions about your annual report
_______________
AYes with great pleasure
BNo I＇m afraid I can＇t make it
CNo as long as it doesn＇t take long
[答案]C
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 You can try these methods to keep your interview anxiety _______control
Aunder
B on
C Cwith
[答案]A
7One day our dreams will _______reality
Aturnout
Bturn into
Cturn away
[答案]B
8I don＇t know _______just arrived here two minutes ago
Awhat＇s going on
Bhow is going on
Cwho is going on
[答案]A
9Write the telephone number down _______you forget
Aon case
Bin case
Cunder case
[答案]B
10 _______you prepare cross training plans you need to consider both the company benefits and the employee benefits
AAlthough
BEven if
CAs
[答案]C
11We think that Smith should be told about his _______condition as soon as possible
Aphysic
Bphysics
Cphysical
[答案]C
12_______the feedback is very helpful for planning future meetings and events
AGet
BGetting
CTo get
[答案]B
13 _______facetoface interviews questionnaires are cheaper for collecting data from a large number of respondents
ACompared to
BComparing
CCompare
[答案]A
14Our company will _______the customers’ suggestions
Arespond
Bbe responding to
Crespond to
[答案]C
15This involves _______the highlevel reasoning behind your intentions for the event
Aidentify
Bidentifying
Cidentified
[答案]B
16People _______find useful information from the annual report
Ahad to
Bdared
Ccould
[答案]C
17The enemy has strengthened their _______position
Aprotective
Bdefensive
Coffensive
[答案]B
18More than 30 people _______the position
Aapplied for
Bapplied to
Capplied in
[答案]A
19Look _______
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
20They promised _______the car for us
Arepairing
Brepaired
Cto repaired
[答案]C
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage
Successful and memorable events don＇t just happen Organizing and holding an event takes planningWhether it＇s an anniversary a sporting event or a retirement party and no matter how much time you have your event＇s success is in the details
There are some suggestions for you to hold a successful eventDecide upon your target audienceThe first thing is you should know who your target audience isFrom this all the other decisions will fall into place in terms of format content prices location etc
Make a list of detailsWhen you hold an event you need to consider everything from program content lighting food serving transportation to parking and safetyMaking a list will ensure you don＇t overlook things
Have a clear purposeWhen you plan an event you should clearly define its purposebecause the following decision should support it
Do not clashCheck the calendarDon＇t clash with holidays or popular vacation times
Know your limitationsYou should be aware of your weakness such as budget or timeIf you decide to hold an event in a week＇s time plan for a more familiar affairIf it＇s a big event prepare several months aheadIf the budget is small you may have to a lot of doityourself work
21Which of the following statement is NOT true according to the passage
ATo know your target audience first helps you plan your event better
BTo check the calendar carefully will avoid time conflict
CKnow the limitation means you should know the audience＇s limitation
[答案]C
22Which is not the factor of holding a successful event*
AA clear purpose
BA list of details
CA invitation
[答案]C
23According to the passage what is the key factor to make your event successful
ALeadership
BDetails
CPlenty of planning time
[答案]B
24 What is the main idea of this passage
ADetails―the key to the success of an event
BSuccessful and memorable events don＇t just happen
CHow to plan successful events
[答案]C
25What is the purpose of making list of details
AMake sure not overlook things
BTo follow decisions
CTo have a clear purpose
[答案]A
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Hiring the right employee is a challenging process for a companyA bad hire not just wastes your time and money but also impacts the team spirit and company moraleA good hirehoweverpays you back in employee productivitysuccessful employment relationship and business culture enhancementHere are certain rules that you can use to select the right employee
Design an effective advertisementA clearly targeted ad attracts qualified candidates and discourages othersYou can make your ad more effective with a precise and specific job description
Ask the right job interview questionsThe purpose of the interview is to find out if the candidate is a strong fit to your businessBy using a sequence of particularly designed questions you are able to get a true picture of your potential employee
Check backgrounds and referencesBackground checking helps you reduce risks and improve the overall quality of hireYou need to verify that all the presented credentialsskills and experience are actually possessed by your candidate
26Hiring the wrong employee is expensive costly to a company and time consuming
[答案]T
27 A company has to spend a lot of money hiring a right employee
[答案]F
28 An advertisement with a clear target will make all candidates lose courage
[答案]F
29 Well designed interview questions can help you know more about the candidates
[答案]T
30Work experience is one of the primary things for an employer to verify in background checking
[答案]T
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31This involves identifying the highlevel reasoning behind your intentions for the event
A包含次活动目意义
B识次活动活动区
C包括弄明白举办次活动目背高层次推理
[答案]C
32By the following week when he＇s on his own he feel she has a pretty good idea of what he needs to do and how to go about it
A直着星期时候感需做什开始做非常清楚
B第二星期时候感需做什开始做意
C第二星期独立工作时候感需做什开始做非常清楚
[答案]C
33We can＇t possibly get the work done by October
A十月份前做完项工作
B十月份前做项工作
C十月份做完项工作
[答案]A
34Having patience with your customers and with yourself will go along way in winning over hostile customers
A顾客耐心走长路赢生气顾客工作支持
B顾客耐心赢生气顾客工作支持方面帮助
C顾客耐心会难赢生气顾客工作支持
[答案]B
35A bad hire not just wastes your time and money but also impacts the team spirit and company morale
A坏雇员会浪费时间金钱影响队伍精神公司风气
B招聘合格员工浪费时间金钱会影响整团队精神公司士气
C浪费时间金钱招聘合格公司团队精神士气会影响
[答案]B
2018年1月试题答案
交际语(题2分10分)
15题：选择正确语句完成列话答案序号写答题纸
1How do you think of the theme of our event
_______________
AIt＇s pretty good
BI feel so sorry about that
CI＇d like to have some tea
[答案]A
2Hello is that service centerThe elevator of our apartment doesn＇t work
_______________
AOhI don＇t know what＇s wrong with it
BSorry I＇ll have it checked out at once
COkI seeThank you
[答案]B
3Do you mind if I record your lecture
_______Go ahead
ANever mind
BNoyou＇d better not
CNot at all
[答案]C
4_______________
My name is Helen and I was born in 1980My major was electrical engineering
A Tell me your name please
B BTell me a little bit about yourself please
C CTell me how old you are please
[答案]B
5Hi Helen I＇ll have an interview tomorrowI＇m afraid I can＇t make it
_______________
ASure you canTake it easy
BI＇m sorry to hear that
CThat＇s all right
[答案]A
二词汇结构(计30分题2分)
620题：阅读面句子ABC三选项中选出填入空白处正确选项答案序号写答题纸
6 Whose textbook is this
It_________John＇sIt has his name on it
A can＇t be
Bmust be
Cmight be
[答案]B
7 These tips may help you avoid_________bad employees for your company
A to hire
Bhiring
Chire
[答案]B
8 Customers_________refuse to filling the questionnaire are not permitted to buy the product
Awhat
Bwhich
Cwho
[答案]C
9 I have coffee_________breakfast time
A at
Bin
COn
[答案]A
10 The heating system of our apartment broke down so I made a_________call to the community service center
A discussion
Bcomplaint
CPraise
[答案]B
11 Where are you used to_________vegetables
A buy
Bbought
CBuying
[答案]C
12 He says what he thinks and does what he wants to do_________other people＇s feelings
Aaccording to
Bregardless of
B because of
[答案]B
13 We should take the degree_________account when we recruit a new secretary
A with
Binto
COf
[答案]B
14 At the end of the day you want all attendees_________your event to remember this key message that you＇ve spent along time reinforcing
A leave
Bto leave
CLeaving
[答案]C
15 Let＇s_________our plan
A start
Bstarted
CStarting
[答案]A
16 I didn＇t do_________last week
A nothing
Bsomething
CAnything
[答案]C
17 If I_________youI_________more attention to the independent auditors’ report and financial statements in the annual report
A was shall pay
Bam will pay
Cwere would pay
[答案]C
18 We feel_________ with the inconvenience the service center brought us
A disappointed
Bworried
CSurprised
[答案]A
19 You must_________the annual certification of employment online within 15 days
A submit
Bomit
CCommit
[答案]A
20 Look_________
AHere are the bus comes
BHere comes the bus
CThe bus here come
[答案]B
三阅读理解(40分题4分)
2125题：阅读列短文ABC三选项中选出正确答案答案序号写答题纸
Passage l
Angry customers tend to aim their dissatisfaction and complaints at staff membersIf this happens to you you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individualBut if you wish to be successful in any business then you have to learn how to handle angry customersListed below area few guidelines to help you develop your own personal strategy for dealing with angry customers：
Never argue backYou must stay calm and aim to satisfy the customer even in the most difficult situationsIt is only by agreeing with their viewpoint and suggesting a possible solution that you will resolve the situation and send the customer away happy
Use your ears more than your mouthMake sure you listen more than you speakBy 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 understandingYou have to show that you will do everything within your power to try and resolve the situationThis exhibition of your concern will win the customer overThere will be a significant change in their behaviour
Control your anger and be patientLearn to relax and calm yourselfHaving patience with your 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 themIf you follow the above tips you are on your way to succeeding in your career
21At whom do angry customers tend to aim their dissatisfaction and complaints
AStaff members
BCompany managers
CThose who accompany them
[答案]A
22When a customer shouts rudely at you you should
Aargue back and protect yourself
Bkeep quiet and leave the customer alone
Ckeep calm and listen carefully to the customer
[答案]C
23The underlined sentenceUse your ears more than your mouthmeans
AYour mouth is not more important for you than your ears
BYou should listen more than you speak
CYou should talk more than you listen
[答案]B
24 When dealing with an angry customer which is NOT the right attitude
ABe concerned
B Be patient
CBeam used
[答案]C
25 Which of the following statements is true according to the passage
AWhen the customers complain you needn＇t listen carefully
BYou needn＇t say sorry to those angry customers
CYou should relax yourself and try to understand the angry customers
[答案]C
2630题：请根短文容判断出语句否正确正确写T错误写F答案写答题纸
Passage 2
Cross training is training an employee to do a different part of the organization＇s workTraining worker A to do the task that worker B does and training B to do A＇s task is cross trainingCross training is good for managers because it provides more flexibility in managing the workforce to get the job doneOn the other hand cross training has some benefits for the employees as wellIt lets them learn new skills makes them more valuable keeps them stimulated and reduces worker boredom
Cross training can be used in almost any position in almost any industryI cross trained some of my design engineers to go on field installation trips and get firsthand knowledge of how their designs worked or didn＇t work in the fieldCashiers can be trained to stock shelves and stockers trained to cashierThis allows you to quickly open additional registers if the customer queue gets too long
As you prepare cross training plans you need to consider both the company benefits and the employee benefitsCarefully select the employees to be cross trainedSome people like to learn new thingsSome are more comfortable sticking to what they knowDon＇t decide which employees are ready for a change based on their age or performance
26Cross training is training an employee to do a different job in a different company
[答案]F
27Cross training is beneficial not only for managers but also for employees
[答案]T
28Cross training can apply to almost any position and almost any industry
[答案]T
29Not all employees are suitable to be cross trained
[答案]T
30You can decide which employees to be cross trained according to their age
[答案]F
四翻译(计20分题4分)
3135题：请ABC三选项中选出佳翻译答案序号写答题纸
31A new food market will be builtin our community next month
A月社会已建新食物市场
B社区正建新菜市场
C月社区新建菜市场
[答案]C
32To communicate precisely what you want to say you have to frequently need to define keywords
A简明扼表达意必须断定义关键词
B定义频繁出现关键词准确传达意
C准确表达意必须断定义关键词
[答案]C
33I think what should be done is to create more job opportunities for students
A认更需学生创造更工作机会
B认学生更机会
C认已学生更工作机会
[答案]A
34A few minutes later the doctor came out of his room for the third time
A分钟医生房间第三次
B分钟医生第三次房间走出
C医生迟分钟终房间走出第三名
[答案]B
35The old sayingpractice makes perfectapplies to interviewing too
A古话曲离口适招聘
B古话熟生巧面试适
C申请面试资格时常常古话熟生巧
[答案]B
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