国家开放大学电大一网一平台《管理英语2》一体化考试机考形考任务1-8题库及答案

国家开放学电网台理英语2体化考试机考形考务18题库答案

形考务1题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— Do you mind if I record your lecture
— _________________ Go ahead
选择项：
ANever mind
BNo you’d better not
CNot at all
试题 2
—I’m terribly sorry that I’ve spilled some coffee on the table
— _________________
选择项：
AI don’t care
BIt doesn’t matter
CDon’t be sorry
试题 3
－How’s your mother doing
—_____________________
选择项：
AShe is very well
BShe is very kind
CShe is doing shopping now
试题 4
The enemy has strengthened their ______ position
选择项：
Aprotective
Bdefensive
Coffensive
试题 5
He says what he thinks and does what he wants to do ________ other people’s feelings
选择项：
Aaccording to
Bregardless of
Cbecause of
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Good Communication Skills Key to Any Success
Good communication skills are the key to success in life work and relationships Without effective communication a message can turn into error misunderstanding frustration 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 confidence Then 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 skills Be considerate of other speakers by waiting until they are done before stating your views
3 Learn to understand and appreciate different views by being openminded It will in turn gain you more cooperation and understanding
4 Avoid trying to communicate when in an emotional state Take 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 relationships more career opportunities and increased selfconfidence Moreover you reach higher levels of mutual understanding and cooperation while successfully attaining your goals
1 A message must be understood interpreted or delivered correctly with communication ( F )
2 When you talk with others you can pay little attention to your body language( F )
3 The better you are able to understand others the better your ability to communicate( F )
4 Before stating your opinions you’d better let the speaker finish his or her talking first( T )
5 Don’t argue or debate with others if you feel angry or displeased (T )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— I was worried about my math but Mr White gave me an A
—_________________
选择项：
AThat’s an easy course
BCongratulations
CMr White is very good
试题 2
—Would you like to go to the concert with us
— _________________ but I’ve promised to help Jim with his Chinese Thank you all the same
选择项：
AI hate concerts
BI’ll go with you
CI wish I could
试题 3
— Do you mind if I record your lecture
— _________________ Go ahead
选择项：
ANever mind
BNo you’d better not
CNot at all
试题 4
One day our dreams will ____________ reality
选择项：
Aturn out
Bturn into
Cturn away
试题 5
—Can you go skating with us this afternoon
—Sorry I can’t I ________ take care of my little sister at home
选择项：
Acould
Bmay
Chave to
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
The houses we live in are very ( B )
They keep us from being cold in the winter and hot in the summer In the winter they keep out of the snow They also keep out the wind Even if it is blowing outside we are nice and warm inside In the summer houses keep the hot sun from us When it rains they keep us from getting wet
Houses are also places ( C )
we feel safe People can’t get at us or our things Houses give us a place to be together with our families and friends Mothers and fathers ( A )
their children there The children play there The family eat and sleep under the same roof
Houses are different in many ways They are made of different things Some houses are made of wood Some are made of stones Sometimes more than one thing is used to make a house
Houses come in different ( B )
Some houses have only one room Some houses have more than one room Big buildings found in cities have a great many rooms They hold many families The rooms in which each family lives are called an apartment
Houses are different in the ways they are ( C )
Houses in tropic countries can be lightly built In places where it rains much of the time houses must keep out the water
take care (注意心留心)
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
－How’s your mother doing
—_____________________
选择项：
AShe is very well
BShe is very kind
CShe is doing shopping now
试题 2
— I was worried about my math but Mr White gave me an A
—_________________
选择项：
AThat’s an easy course
BCongratulations
CMr White is very good
试题 3
—Would you like to go to the concert with us
— _________________ but I’ve promised to help Jim with his Chinese Thank you all the same
选择项：
AI hate concerts
BI’ll go with you
CI wish I could
试题 4
His action is always ______ with his words．
选择项：
Aconstant
Bcontinuous
Cconsistent
试题 5
More than 30 people ______ the position
选择项：
Aapplied for
Bapplied to
Capplied in
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 Thank you so much for your generous hospitality( )
A 真非常感谢您帮助
B 非常喜欢里宜环境
C 非常感谢您盛情款
2 A 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
3 I don’t know why he is late he might have had an accident( )
A 知道迟遇事
B 知道没迟遇事
C 知道迟定遇事
4 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
5 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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—I’m terribly sorry that I’ve spilled some coffee on the table
— _________________
选择项：
AI don’t care
BIt doesn’t matter
CDon’t be sorry
试题 2
— I was worried about my math but Mr White gave me an A
—_________________
选择项：
AThat’s an easy course
BCongratulations
CMr White is very good
试题 3
— Do you mind if I record your lecture
— _________________ Go ahead
选择项：
ANever mind
BNo you’d better not
CNot at all
试题 4
He was always ______ in sharing his enormous knowledge
选择项：
Agenerous
Bgeneration
Cgenerate
试题 5
He is ________ this company
选择项：
Ain charge of
Bin the charge of
Cunder the charge of
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
There are more ants than any other kinds of land animals in the world They range from 01 to 1 inch long and are usually yellow brown red or black Ants live in societies in which they depend on one another The societies are not all exactly the same because there are ants of very many kinds But in general each kind has ants of three main types queens males and workers
The ants have a good many enemies They include birds bears and ant eaters of various kinds In some cases other ants are their worst enemies as man’s enemy is man In some parts of the world red ants march in large armies to attack the homes of black ants Some of them succeed in getting inside of the tunnels of black ants whose entrances have been blocked They try to carry the black ant babies away The black ants do all they can to prevent that They send their biggest soldiers into action Very many of the red ants soldiers are killed but some escape with babies belonging to the black ants The red ants take the babies home and bring them up They become the only workers for the red ants
Ants as a group are beneficial to humans Their tunnels mix and soften the soil in some places replacing the activity of earthworms Some of ants are harmful to humans For example the fire ant which has a painful bite is a serious pest to humans and domestic animals in many parts of the world
1 Which kind of ants is not regarded as the main types of ants in general( )
A Queen ants
B Soldier ants
C Worker ants
2 According to the passage what do we learn about the ants’ enemies( )
A They are of many kinds
B They are birds and ant eaters
C They are the same as man’s enemies
3 The red ants attack the black ants’ home because ( )
A black ants are better soldiers
B red ants are stronger than black ants
C they don’t have workers of their own
4 According the passage which of the following statements is TRUE( )
A The number of ants is the most in the world
B Each ant depends upon itself in the society
C Ants are useful to human on some conditions
5 The main purpose of the passage is to ( )
A explain some information about ants
B show the difference between red ants and black ants
C convince people that ants as a group is beneficial insect

形考务2题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—What starting salary do you expect
—
选择项：
AI＇d like to start on Monday next week
BI expect to get a salary increase
CI＇d like to start at 5000 a month
试题 2
—May I ask you why you left the former company？
—
选择项：
ABecause I＇m very cooperative and have good teamwork spirit
BBecause I want to change my working environment and seek new challenges
CBecause I have worked for two years with an American Company
试题 3
—
— My name is Helen and I was born in 1980 My major was electrical engineering
选择项：
ATell me your name please
BTell me a little bit about yourself please
CTell me how old you are please
试题 4
I’m writing to ________ a position as a computer engineer in your company
选择项：
Athank for
Bwait for
Capply for
试题 5
________ a company really wants is a candidate ________ has the right skills
选择项：
AWhat…that
BThat…what
CThat…that
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Stress around interviews is often influenced by our assumptions we make to ourselves about the process Countering anxietyprovoking thoughts can help to lower levels of anxiety I just messed up that answer and there’s no hope One poor answer normally does not knock a candidate out of consideration An interview is like a test getting an 85 or 90 might be good enough to get the job
Visualizing success can improve performance and help ease anxiety Always 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 anxiety If your anxiety around interview is excessive you might consider seeing a doctor to develop effective countermeasures
1 What often influences the stress around interviews according to the passage( )
A Interview process
B Anxietyprovoking thoughts
C Interviewers’ assumptions
2 Does one poor answer in an interview influence a candidate to get a job( )
A Yes
B No
C Not given
3 Can imagining success help a candidate to lower levels of anxiety( )
A Yes
B No
C Not given
4 How can we reduce our stress around interviews( )
A Breathe deeply
B Meet friends
C Have a big meal
5 When should we go to see a doctor according the author( )
A When we lose confidence in an interview
B When we find effective measures against anxiety round interview
C When we have too much stress around interview
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— ？
— I have worked for IBM for 3 years
选择项：
ADo you like your work in IBM
BWhat is your working experience
CWhy do you decide to leave IBM
试题 2
— Hi Helen I’ll have an interview tomorrow I’m afraid I can’t make it
—
选择项：
ASure you can Take it easy
BI’m sorry to hear that
CThat’s all right
试题 3
—
— My name is Helen and I was born in 1980 My major was electrical engineering
选择项：
ATell me your name please
BTell me a little bit about yourself please
CTell me how old you are please
试题 4
You must ________ the annual certification of employment online within 15 days
选择项：
Asubmit
Bomit
Ccommit
试题 5
The candidate should dress in a manner that is appropriate to the position ________ he is applying
选择项：
Afor which
Bwhich
Cthat
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
The old saying practice makes perfect applies to interviewing too Conduct practice interviews with a friend or family member and ask for their feedback You can also record or videotape your responses ( so )
you can review your answers and check your body language Prepare answers to commonly (asked)
interview questions Doing so will help you analyze your background and qualifications for the position
Also prepare a list of questions you want to ask the interviewer Remember you aren＇t (simply)
trying to get the job you are also interviewing the employer to assess (whether)
this company and the position are a good fit for you The more you practice the more selfassured you will feel walking in to the interview Your answers will feel natural and interviewers will be impressed by your (confidence)
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—May I ask you why you left the former company？
—
选择项：
ABecause I＇m very cooperative and have good teamwork spirit
BBecause I want to change my working environment and seek new challenges
CBecause I have worked for two years with an American Company
试题 2
— ？
— I have worked for IBM for 3 years
选择项：
ADo you like your work in IBM
BWhat is your working experience
CWhy do you decide to leave IBM
试题 3
— Hi Helen I’ll have an interview tomorrow I’m afraid I can’t make it
—
选择项：
ASure you can Take it easy
BI’m sorry to hear that
CThat’s all right
试题 4
We should take the degree ________ account when we recruit a new secretary
选择项：
Awith
Binto
Cof
试题 5
Hiring a good employ may cost much money and time _______ it can win much more for the company in future
选择项：
Awhat’s more
Bat last
Chowever
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 The old saying practice makes perfect applies to interviewing 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
2 A 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
3 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
4 Stress 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．面试程揣测会影响面试压力
5 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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—What starting salary do you expect
—
选择项：
AI＇d like to start on Monday next week
BI expect to get a salary increase
CI＇d like to start at 5000 a month
试题 2
—
— My name is Helen and I was born in 1980 My major was electrical engineering
选择项：
ATell me your name please
BTell me a little bit about yourself please
CTell me how old you are please
试题 3
—May I ask you why you left the former company？
—
选择项：
ABecause I＇m very cooperative and have good teamwork spirit
BBecause I want to change my working environment and seek new challenges
CBecause I have worked for two years with an American Company
试题 4
Hiring the right employee ________ you ________ a thousand times over in high employee morale
选择项：
Apays…off
Btake…off
Cpays…back
试题 5
You also should send a resume ________ the employer know more information about you
选择项：
Alet
Bletting
Cto let
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Hiring the right employee is a challenging process for a company A bad hire not just wastes your time and money but also impacts the team spirit and company morale A good hire however pays you back in employee productivity successful employment relationship and business culture enhancement Here are certain rules that you can use to select the right employee
Design an effective advertisement A clearly targeted ad attracts qualified candidates and discourages others You can make your ad more effective with a precise and specific job description
Ask the right job interview questions The purpose of the interview is to find out if the candidate is a strong fit to your business By using a sequence of particularly designed questions you are able to get a true picture of your potential employee
Check backgrounds and references Background checking helps you reduce risks and improve the overall quality of hire You need to verify that all the presented credentials skills and experience are actually possessed by your candidate
1 Hiring the wrong employee is expensive costly to a company and time consuming( T )
2 A company has to spend a lot of money hiring a right employee( F )
3 An advertisement with a clear target will make all candidates lose courage( F )
4 Well designed interview questions can help you know more about the candidates( T )
5 Work experience is one of the primary things for an employer to verify in background checking( T )

形考务3题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—______________________
—It might be a good idea to read some simplified books first
选择项：
AHave the books been sold out
BWhat is about this one
CWhat books would you recommend
试题 2
—______________________
—In total it should be about 15000 RMB for the threedaytraining
选择项：
AHow much have you budgeted for the training
BHow long will the training last
CHow much has the training cost
试题 3
—______________________
—Everything is going smoothly
选择项：
AIs everything terrible
BWhat do you think of everything
CHow is everything going
试题 4
Anyone who has worked here for over three years is for sick pay
选择项：
Aveteran
Beligible
Csimilar
试题 5
______ you prepare cross training plans you need to consider both the company benefits and the employee benefits
选择项：
AAlthough
BEven if
CAs
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Want to keep your staff motivated about learning new concepts The quality and variety of the employee training you provide are keys for motivation Reasons to （offer）
employee training are many from newhire operational training to introducing a new concept to a work group to installing a new computer system
（whatever）your reason for conducting an employee training session it’s critical to develop the employee training within the framework of a comprehensive ongoing and consistent programThis employee training program is essential to keep your staff motivated about learning new concepts and （ultimately）
keep your department profitable
A complete employee training program includes a formal new hire training program with an overview of the job expectations and performance skills （needed）
to perform job functions A new hire training program provides a fundamental understanding of the position and how the position fits within the organizational structureAnother aspect of a comprehensive employee training program is continuing （continuing）
education This is an important function in order to keep all staff members current about policies procedures and the technology
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Any suggestions for the project
—______________________
选择项：
AI need your advice on it
BI advise you to put more hands in this project
CThanks for your suggestions
试题 2
—Should I leave earlier tomorrow morning
—______________________
选择项：
AYes it’s better to leave earlier to avoid the morning traffic
BYes you will
CNoyou shouldn’t
试题 3
—______________________
—In total it should be about 15000 RMB for the threedaytraining
选择项：
AHow much have you budgeted for the training
BHow long will the training last
CHow much has the training cost
试题 4
How many players does a baseball team？
选择项：
Aconsist of
Bbe responsible for
Cset out
试题 5
American young people would rather ______ advice from strangers
选择项：
Aget
Bgetting
Cgot
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
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 industryI cross trained some of my design engineers to go on field installation trips and get first hand 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 Carefullyselect 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
1 Cross training is training an employee to do a different job in a different company （ F）
2 Cross training is beneficial not only for managers but also for employees（T）
3 Cross training can apply to almost any position and almost any industry（T）
4 Not all employees are suitable to be cross trained（T）
5 You can decide which employees to be cross trained according to their age（ F ）
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—______________________
—Everything is going smoothly
选择项：
AIs everything terrible
BWhat do you think of everything
CHow is everything going
试题 2
—______________________
—It might be a good idea to read some simplified books first
选择项：
AHave the books been sold out
BWhat is about this one
CWhat books would you recommend
试题 3
—Any suggestions for the project
—______________________
选择项：
AI need your advice on it
BI advise you to put more hands in this project
CThanks for your suggestions
试题 4
We need to carry out a proper （ ） of the new system
选择项：
Aspecialist
Btuition
Cevaluation
试题 5
Participants have _____the Productivity Analysis Worksheet
选择项：
Acompleting
Bbeen completed
Ccompleted
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
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
Elainehas accepted a job with PPHC 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 introducing her tocolleagues 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 do or 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 thathis 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 feels he 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 trainingor being trained to preparefor the work you’re going to do
1 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
2 Which degree does Elaine have（ ）
A Psychology degree
B Physiology degree
C Sociology degree
3 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 Markhas a clear idea of his job after the training
C Mark knows his training comes to an end
4 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
5 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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Should I leave earlier tomorrow morning
—______________________
选择项：
AYes it’s better to leave earlier to avoid the morning traffic
BYes you will
CNoyou shouldn’t
试题 2
—______________________
—In total it should be about 15000 RMB for the threedaytraining
选择项：
AHow much have you budgeted for the training
BHow long will the training last
CHow much has the training cost
试题 3
—______________________
—Everything is going smoothly
选择项：
AIs everything terrible
BWhat do you think of everything
CHow is everything going
试题 4
Does his absence to your work
选择项：
Amake a difference
Btake all the credit
Cbring about
试题 5
The training is _____positive results on the job they are presently _____
选择项：
Abrought about doing
Bbringing about doing
Cbringing about done
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 By the following week when he’s on his own he feels he 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
2 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
3 When you start a jobyou 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
4 Will you be involved in opening the new office （ ）
A 会加入新办公室？
B 会参开设新办公室工作？
C 会卷入新办公室工作中？
5They have disagreement on the plan of celebrating the founding of the community（ ）
A 公司成立资金意见
B 庆祝公司成立方案异议
C 庆祝公司成立方案争吵

形考务4题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— Your plan is perfect and I believe that it will be a great success
— ________________
选择项：
AYes it is
BThank you very much
CI don’t think so
试题 2
— Let’s make plan first for our events shall we
— ________________
选择项：
AYes we do
BOK let’s do it
CI’d like to
试题 3
— What kind of event are you going to plan
— _______________
选择项：
AI am a student
BA birthday party for my brother
CI really love it
试题 4
Your longterm success in event planning will be based the experience you had
选择项：
Ato
Bon
Cof
试题 5
Let’s ______ our plan
选择项：
Astart
Bstarted
Cstarting
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Successful and memorable events don’t just happen Organizing and holding an event takes planning Whether 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 is From 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 safety Making a list will ensure you don’t overlook things
Have a clear purposeWhen you plan an event you should clearly defineits purpose because 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 time If you decide to hold an event in a week’s time plan for a more familiar affair If it’s a big event prepare several months ahead If the budget is small you may have to a lot of doityourself work
1 Which of the following statement is NOT true according to the passage（ ）
A To know your target audience first helps you plan your event better
B To check the calendar carefully will avoid time conflict
C Know the limitation means you should know the audience’s limitation
2 Which is not the factor of holding a successful event（ ）
A A clear purpose
B A list of details
C A invitation
3 According to the passage what is the key factor to make your event successful（ ）
A Leadership
B Details
C Plenty of planning time
4 What is the best title for this passage（ ）
A Details the key to the success of an event
B Successful and memorable events don’t just happen
C How to plan successful events
5 What is the purpose of making list of details（ ）
A Make sure not overlook things
B To follow decisions
C To have a clear purpose
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— _______________
— It will be held on the 3rd floor of Shakiraton Hotel
选择项：
AWhen will you give a speech
BDo your speech still go on
CWhat is the address of your speech
试题 2
— How do you think of the theme of our event
— ________________
选择项：
AIt’s pretty good
BI feel so sorry about that
CI’d like to have some tea
试题 3
— Let’s make plan first for our events shall we
— ________________
选择项：
AYes we do
BOK let’s do it
CI’d like to
试题 4
He keeps on his focus on money
选择项：
Amake
Bmade
Cmaking
试题 5
They have disagreement __the plan of celebrating the founding of the community
选择项：
Aon
Bin
C
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Successful events don＇t just happen they＇re the result of （planning）
The （bigge）the event the bigger the plan Just because Christian events are usually run by volunteers doesn＇t mean you can get away with less planning The more effort you put in beforehand the more successful your event will beHere are the key issues you need to think about when planning your event
1Choose an event people want to come toYou don＇t want people coming to your event just because they＇re supporting their church You want them to come because they want to be there because the event is so compelling they can＇t afford to （miss）it （whether）it＇s a concert or teaching event a visiting speaker or a drama production make sure the content will （appeal to）the people you expect to be there
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— What kind of event are you going to plan
—_______________
选择项：
AI am a student
BA birthday party for my brother
CI really love it
试题 2
— Your plan is perfect and I believe that it will be a great success
— ________________
选择项：
AYes it is
BThank you very much
CI don’t think so
试题 3
— _______________
— It will be held on the 3rd floor of Shakiraton Hotel
选择项：
AWhen will you give a speech
BDo your speech still go on
CWhat is the address of your speech
试题 4
We should keep in mind_______________the feedback is very helpful for planning future meetings and events
选择项：
Awhat
Bthat
Cwhen
试题 5
______ the feedback is very helpful for planning future meetings and events
选择项：
AGet
BGetting
CTo get
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 Whether 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 detail （ ）
A．周年庆典体育赛事者退休会少时间活动成功 细节
B．周年庆典体育赛事者退休会少时间活动必须十分详细
C．周年庆典体育赛事者退休会已付出少时间组织活动详细
2 They have disagreement on the plan of celebrating the founding of the community（ ）
A．公司成立资金意见
B．庆祝公司成立方案异议
C．庆祝公司成立方案争吵
3 You want all attendees leaving your event to remember this key message that you’ve spent a long time reinforcing（ ）
A．希参加者离场会记花长时间强调关键信息
B．希离开会记传达信息义正式长时间断加强提高
C．想参加活动时记花久强调关键信息
4 This 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
5 I 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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— How do you think of the theme of our event
— ________________
选择项：
AIt’s pretty good
BI feel so sorry about that
CI’d like to have some tea
试题 2
— _______________
— It will be held on the 3rd floor of Shakiraton Hotel
选择项：
AWhen will you give a speech
BDo your speech still go on
CWhat is the address of your speech
试题 3
— What kind of event are you going to plan
—_______________
选择项：
AI am a student
BA birthday party for my brother
CI really love it
试题 4
The success of our event is____ to the sponsor
选择项：
Arelated
Bbased
Cintended
试题 5
This involves ______ the highlevel reasoning behind your intentions for the event
选择项：
Aidentify
Bidentified
Cidentifying
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Use These 5 (of 10) Tips to Start Your Event Planning Career
Step 1 – Get experience and volunteer your time in different event services There are so many aspects of events including working for a graduation event a sports competition volunteering for nonprofits and working for an established event planner Your longterm success in event planning will be based on the experience you hadMake sure you have some solid skills in
Verbal and written communications
Organization and time management
Negotiation and budget management
Creativity marketing public relations and more
Step 2 – Move into a position with some responsibility Instead of just volunteering become the fundraising chair for a nonprofit become a catering manager or take on a leadplanning role at an event planning company
Step 3 – Are you familiar with the saying it’s not what you know but who you know In event planning networking is key Wherever you go collect contact information for the people you meet
Step 4 – Create an event album Showcase your work with photos booklets and invitations of the events you’ve worked on Organize each piece in a book to easily present your experience and event stories Most people are visual so paint the picture for them
Step 5 – While you’re gaining valuable event planning experience you can also become a certified event planner Join some training and try to get planner certification from some institutions It’s also helpful to keep up with industry trends and establish contacts within the industry
1 You can plan a success event if you have experience（F）
2 You will move into a position with some responsibility only through volunteering（F）
3 Networking is the key to event planning（T）
4 Create an event album means taking photos in the event（ F）
5 You can become a certified event planner as well when you gain valuable event planning experience（T）

形考务5题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— What’s your view on our questionnaire
— ________________
选择项：
AI’d like to go there
BWith my pleasure
CFirst of all We’d better change our question order
试题 2
—
—Twice a week
选择项：
AHow often do you use our company’s product
BWhen did you buy our products
CWhat did you buy in our company
试题 3
— Would you mind filling the questionnaire for me
— ________________
选择项：
ANo problem Just give me your questionnaire
BSorryI can’t go there
CI really appreciate that
试题 4
You need to _____ those questionnaire papers for your company
选择项：
Ahand out
Bhand in
Chand on
试题 5
Questionnaires are easy to ____
选择项：
Aanalyzed
Banalyze
Cbe analyzed
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Questionnaires can be a simple way to get to know your audience’s opinions Though it is easy to write a questionnaire you need a lot of skill and experience to write a good one Luckily good design skills can be learned in a short time
Keep your questionnaire simple and visually attractive
Keep your questionnaire short and simple A short and simple questionnaire is more likely to be completed and returned It is also important to make your questionnaire as attractive as possible You should keep the following design elements in mind
Text Choose a font style that is easy to read and make sure the font size is large enough for your respondents to read
Paragraphs Long paragraphs can be daunting for readers so try to keep your blocks of text to a handful of lines
White space Ensure that there is space between questions and sections and don’t make margins too small
Keep questions brief and easy to understand
Be brief and direct with your questions Do not use any unnecessary words and phrases Brief questions that use simple language are easy to read and understand so the participants won’t find it difficult to fill in the questionnaire
Make sure questions are in the right order
You should start your questionnaire with general questions and then move to specific ones Try to avoid jumping back and forth between general and specific questions
Use openended questions properly
Openended questions mean respondents can answer freely using their own words They can provide more detailed information but they take more time and effort to answer and can be more difficult to analyze You should not use too many openended questions in one questionnaire
In a word taking the time to develop a welldesigned and participantfriendly questionnaire will give you useful data that can help you make the right decisions
1 The questionnaire contains following elements except( )
A Test
B Paragraph
C Address
2 In order to keep your questionnaire visually attractive you should ( )
A Choose different font styles in a questionnaire
B Write long paragraphs instead of short ones
C Leave enough space between questions and sections
3 You should start your questionnaire with _______ questions and then move to _______ ones( )
A general specific
B specific general
C short long
4 What could be the best title for this passage( )
A Designing an Effective Questionnaire
B Questionnaire is the best way to collect data from many people
C Questionnaire benefits our life
5 Which of the following statements is NOT correct( )
A Questionnaire design skills can be learned in a short time
B Openended questions cannot provide more detailed information so you’d better not use too many openended questions in one questionnaire
C It’s worth taking the time to develop a welldesigned and participantfriendly questionnaire
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— Thank you very much for answering our questions It really helps our market research a lot
— ________________
选择项：
AI am sorry to hear that
BIt’s my pleasure
CI don’t think so
试题 2
— Our company is doing a customer service questionnaire May I take you a moment
— _______________
选择项：
AIt doesn’t matter
BBy all means
CI have no idea
试题 3
— What’s your view on our questionnaire
— ________________
选择项：
AI’d like to go there
BWith my pleasure
CFirst of all We’d better change our question order
试题 4
Our company will _____the customers’ suggestions
选择项：
Arespond
Bresponding to
Crespond to
试题 5
____ facetoface interviews questionnaires are cheaper for collecting data from a large number of respondents
选择项：
ACompared to
BComparing
CCompare
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Questionnaires Advantages & Disadvantages
Every coin has two sides and questionnaires are no different With questionnaires the advantages outweigh the disadvantages
Advantages of Questionnaires
Compared to facetoface interviews questionnaires are cheaper for
collecting data from a large number of respondents Also questionnaires are easy to analyze and computer software can easily complete data entry and make tables for nearly all surveys Questionnaires are familiar to most people as nearly everyone has had some experience completing one Questionnaires reduce bias when there are no clues to affect the respondents
Disadvantages of Questionnaires
One main disadvantage of questionnaires is the possibility of low response rates which reduces our confidence in the results Another disadvantage is they provide little flexibility for the respondents What’s more many times the respondent is not the same person you sent the
questionnaire to Finally questionnaires are not suitable for some people For example a survey to a group of poorly educated people might not work because of reading problems
1 The advantages of questionnaire are more than disadvantages( T )
2 Questionnaire is the cheapest way for collecting data from respondents( F )
3 Questionnaires have the advantage of being analyzed easily through the computer software( T )
4 Questionnaire is suitable for everyone( F )
5 The respondent is usually the same person you sent the questionnaire to( T )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— Thank you very much for answering our questions It really helps our market research a lot
— ________________
选择项：
AI am sorry to hear that
BIt’s my pleasure
CI don’t think so
试题 2
— Would you mind filling the questionnaire for me
— ________________
选择项：
ANo problem Just give me your questionnaire
BSorryI can’t go there
CI really appreciate that
试题 3
— Our company is doing a customer service questionnaire May I take you a moment
— _______________
选择项：
AIt doesn’t matter
BBy all means
CI have no idea
试题 4
The quality of questionnaire will_____how much information we know from our customers
选择项：
Aeffect
Baffect
Caffections
试题 5
The Jiahe Community Service Center is about to ______ service for residents
选择项：
Aprovided
Bprovide
Cproviding
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
The qualities of a good questionnaire
It should be noted that one does not start by ( writing)questions Firstlywe have to decide ＇what are the things one needs to know from the respondent in order to meet the survey＇s objectives＇ (secondly)we should decide the target respondentsAt the outset the researcher must define the population about which heshe wishes to generalise from the sample data to be collectedThirdlywe have to decide the question contentsopening questions should be general and easy to answer so that the respondents have the patience to finish nextand then we can offer some specific questions (in order to)get more data from the respondents ( in a word )we couldn’t ignore the physical appearance of our questionnairesIf our questionnaires look like a messPeople would not be willing to (help)us answer our questions
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— _______________
—Twice a week
选择项：
AHow often do you use our company’s product
BWhen did you buy our products
CWhat did you buy in our company
试题 2
— Would you mind filling the questionnaire for me
— ________________
选择项：
ANo problem Just give me your questionnaire
BSorryI can’t go there
CI really appreciate that
试题 3
— Our company is doing a customer service questionnaire May I take you a moment
— _______________
选择项：
AIt doesn’t matter
BBy all means
CI have no idea
试题 4
I’d like to_______ that the staff member who served me didn’t really seem to know what he was doing
选择项：
Apoint out
Bpoint at
Cpoint in
试题 5
Where are you used to____ vegetables
选择项：
Abuy
Bbought
Cbuying
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 In a word taking the time to develop a welldesigned and participantfriendly questionnaire will give you useful data that can help you make the right decisions( )
A总花时间制作份精心设计参者友调查问卷提供数帮助做出正确决定
B词概括心制作份设计参者友调查问卷带数帮助决定事情
C样设计带数帮助
2A new food market will be built in 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
3 I 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
4In contrast to other countries the U S has no national college entrance exam( )
A国家言美国没国家考试
B国家相美国没学入学考试
C相较国家美国学没考试
5On 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

形考务6题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— What do you think of your mother’s advice
— _______________
选择项：
AIt doesn’t fit us actually
BNo I don’t believe it
CI don’t believe in her
试题 2
— Can you stay here longer
— _______________ but I have to be back tomorrow
选择项：
AI’d love to
BNo thank you
CI’m afraid not
试题 3
— How do you like living in Beijing
— _______________
选择项：
AIt’s different from living in America
BI have no idea
CI love it Beijing is such a beautiful city
试题 4
I didn’t do ______ last week
选择项：
Anothing
Bsomething
Canything
试题 5
I would rather ______ two weeks earlier
选择项：
Ayou should come here
Byou came here
Cyou had come here
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Mary began playing the violin when she was only six Her father came across a really old instrument at his aunt’s house and he brought it back home with him Mary loved it and immediately tried to play it After a few months she began to have lessons She got on very well with the violin When she was about eleven she really needed a better violin One day she took part in a concert and a man went up to her parents and talked to them about her He said that she had real talent and pointed out that she needed a better violin When he found out that they couldn’t afford one he offered to buy one for her Later when she was about 16 she set up her own group She named it after the man who gave her the violinshe called it the Erio Sound
1 Mary’s father ( )
A bought the violin from a shop
B borrowed the violin from a friend
C got the violin from his aunt
2 Mary began to need a better violin when she was about ( )
A 10
B 11
C 12
3 The man at the concert told Mary’s parents that ( )
A she had real talent
B her voice was very good
C She needed a better teacher
4 Mary ( )
when she was 16
A graduated
B set up her own group
C had a new violin
5 Eric Sound was the name of ( )
A Mary’s violin
B Mary’s music group
C Mary’s friend
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— This jacket is so good _______________
— It’s 200 yuan I can give you special 20 discount on it
选择项：
AIs it expensive
BHow much is it
CWhat color is it
试题 2
— I am sorry Now what were we talking about
— _______________
选择项：
ANever mind
BI don’t remember either
CYou were saying that you used to be a teacher
试题 3
— How do you like living in Beijing
— _______________
选择项：
AIt’s different from living in America
BI have no idea
CI love it Beijing is such a beautiful city
试题 4
I like cooking for my friends in _______________ free time
选择项：
Ame
Bmy
Cmine
试题 5
Her article is ____ in her class
选择项：
Abetter
Bwell
Cthe best
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Xiaoyan
I thought you’d like to know what has happened to your report about improving the website
Last week I had a meeting with the designers I gave them a copy of your report and I told them that we needed to have the website redesigned
I’ve had the first page simplified
I have asked them to make the icons large
The colours are now different too
There are more functions as you suggested so that customers will be able to transfer funds to an account in another bank
I’m going to make a presentation about these changes at the Paris conference and would like to talk to you about that There are some things I can do myself but I would like your help with some technical aspects I must get some slides made too and would like your opinion about them
Have you got time for a coffee on either Wednesday or Thursday morning
David
1 David had a meeting with the designers yesterday( F )
2 David had made the icons larger( F )
3 The speed of access has been made quicker( F )
4 David is going to make a presentation in Paris( T )
5 David would like some help from Xiaoyan( T )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— What do you think of your mother’s advice
— _______________
选择项：
AIt doesn’t fit us actually
BNo I don’t believe it
CI don’t believe in her
试题 2
— I am sorry Now what were we talking about
— _______________
选择项：
ANever mind
BI don’t remember either
CYou were saying that you used to be a teacher
试题 3
— This jacket is so good_______________
— It’s 200 yuan I can give you special 20 discount on it
选择项：
AIs it expensive
BHow much is it
CWhat color is it
试题 4
They have learned about ______ in recent years
选择项：
Aseveral hundreds English words
Bhundreds of English words
Chundred of English words
试题 5
You’d better have your hair _____ before going to your friend’s wedding
选择项：
Acutting
Bcut
Cto cut
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Everyone wants to healthy and happy When illness does come the whole family is ( affected) Many adjustments（调整）have to be made (but )the family routine（日常工作） needn’t be disturbed completely Often it can be rearranged with home duties simplified to save time and energy thus reducing (strain )on the family
The reasonable responsibility for giving nursing care is usually (assumed)by one person frequently the mother (consequently) in order that she may have some much needed rest or on the contrary other members of the family should learn how to help when sickness occurs
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
— Can you stay here longer
— _______________ but I have to be back tomorrow
选择项：
AI’d love to
BNo thank you
CI’m afraid not
试题 2
— How do you like living in Beijing
— _______________
选择项：
AIt’s different from living in America
BI have no idea
CI love it Beijing is such a beautiful city
试题 3
— What do you think of your mother’s advice
— _______________
选择项：
AIt doesn’t fit us actually
BNo I don’t believe it
CI don’t believe in her
试题 4
I have coffee_______________ breakfast time
选择项：
Aat
Bin
Con
试题 5
— Did the medicine make you feel better
— No The more _______________ _______________ I feel
选择项：
Amedicine I take and the worse
Bmedicine I take the worse
CI take medicine worse
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 A man and his wife had a small restaurant near a station( )
A 男妻子车站饭馆里吃饭
B 男妻子车站饭馆
C 男妻子车站方开家饭馆
2 On 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
3 A few minutes later the doctor came out of his room for the third time( )
A 分钟医生第三次房间走出
B 医生迟分钟终房间走出第三名
C 分钟医生房间第三次
4 You 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
5 Having patience with your customers and with yourself will go a long 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

形考务7题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 2
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
We are under ______ to finish the task within such limited time
选择项：
Aline
Bpressure
Cexpectation
试题 5
The more information you can get in your field
选择项：
Athe more competitive will you be
Byou will be the more competitive
Cthe more competitive you will be
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
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 are a 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 view point 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 a long 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
1 At whom do angry customers tend to aim their dissatisfaction and complaints ( )
A staff members
B company managers
C those who accompany them
2 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
3 The underlined sentence Use your ears more than your mouth means ( )
A Your mouth is not more important for you than your ears
B You should listen more than you speak
C You should talk more than you listen
4 When dealing with an angry customer which is NOT the right attitude( )
A Be concerned
B Be patient
C Be amused
5 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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
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
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Customer We have ordered for almost one hour Why is it so hard to get our dishes ready in your restaurant
—Waiter
选择项：
AI’m really sorry about that
BI don’t think it’s hard
CYou’ll get it next time
试题 4
Our workers have been checking the heating system since you called us I you it will perform well soon
选择项：
Aargue
Baffect
Cassure
试题 5
They since last night They are about to finish the work
选择项：
Aare cleaning the system
Bhave been cleaning the system
Chad cleaned the system
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
Feedback from your customers is very important The more information you have from them the more competitive you will be in your field The following techniques will help you know what the customers think of your business
1 Ask your customers directly and cater to their wishes This is the simplest way to find out what people want from your service or product When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants the answers are quite different
2 Be a customer yourself and find out what your customers experience when they use your service This is one of the most obvious but underused ways for getting feedback For example you can act as one of the customers in a wheelchair and see how you’re treated
3 Use a focus group Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences
4 Use questionnaires and surveys This is one of the most wellestablished feedback techniques When wellconducted they usually work well
5 Encourage your frontline staff to build strong relationships with customers Your frontline staff are the most resourceful and reliable as well as the least costly of your customer feedback sources Their communication with the customers will become important information for improving customer care
You may deliver the best service in the world But if it is not what people want you’re wasting your time Implement one two three or all of the above techniques and your service and product will improve overnight
1 Hotel customers and hotel staff think the same about breakfast( F )
2 A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not( T )
3 It’s not necessary to know about the customers’ needs and preferences ( F )
4 Questionnaires are useful in getting feedback from customers(T )
5 Frontline staff have nothing to do with improving customer service( F )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 2
—
— Neither do I Look at our community it is such a mess
选择项：
AOur service center don’t offer much help for us
BI really don’t think our service center is satisfying
CI’m slightly satisfied with our service center
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
We feel with the inconvenience the service center brought us
选择项：
Adisappointed
Bworried
Csurprised
试题 5
It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy
选择项：
Asuggesting a possible solution
Bsuggest a possible solution
Csuggested a possible solution
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences( )
A 焦点组顾客代表工作需求喜提供顾客
B 焦点组顾客代表工作顾客提供需求喜
C 焦点组顾客代表工作提供需求喜
2 Angry 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
3 You will do everything within your power to try and resolve the situation( )
A 会权利范围切努力解决问题
B 会意志范围切努力解决问题
C 会力量范围切努力解决问题
4 Having patience with your customers and with yourself will go a long 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
5 To communicate precisely what you want to say you have to frequently need to define key words( )
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
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Why do you look unhappy What’s the matter
—
选择项：
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
试题 2
—
—That’s great
选择项：
AWhat are you going to eat at the Mexican restaurant
BWhen are you going to dinner at the Mexican restaurant
CHow about going to dinner at the Mexican restaurant tonight
试题 3
—Hello is that service center The elevator of our apartment doesn’t work
—
选择项：
AOh I don’t know what’s wrong with it
BSorry I’ll have it checked out at once
COk I see
试题 4
The heating system of our apartment broke down so I made a ______ call to the community service center
选择项：
Adiscussion
Bcomplaint
Cpraise
试题 5
They promised the car for us
选择项：
Arepairing
Brepaired
Cto repaired
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
Imagine this situation you have bought a faulty item from a shop and you take ( it )back to complain You go directly to the shop assistant and tell them your problem They say they cannot help you ( which )makes you angrier to the point perhaps where you start insulting the poor shop assistant RESULT This will do you no (favours ) like getting any compensation or even a refund If you go directly to the first person you see within the organization you are complaining about you may be wasting your time ( as)they may be powerless to take any action or provide you ( with)a solution So the important lesson to be learnt is to make sure firstly that you are speaking to the relevant person the one who has the authority to make decisions

形考务8题库
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
—It will take at least two weeks
选择项：
AHow soon will you finish our annual report
BWhen will you finish our annual report
CHow long have you finished our annual report
试题 2
—
— It costs us ten thousand dollars
选择项：
AHow many does the printing of the annual report cost
BWhat does the printing of the annual report make
CHow much does the printing of the annual report cost
试题 3
—Good morning Sunshine Community Center May I help you
—
选择项：
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
试题 4
The new year is just _________
选择项：
Ain corner
Baround the corner
Coutside the corner
试题 5
The investor should be aware of the limitations of the financial statement analysis ____ the annual report
选择项：
Abased on
Bbasing on
Cbase on
试题 6
二阅读理解：阅读面短文根文章容进行判断正确写T错误写F
An annual report of a company provides information about its business performance for certain people These people include the investors potential investors and other stakeholders From the report people can understand the company’s business scope recent situation and future development The main parts of an annual report usually include chairman’s letter financial statements and operation analysis
● Chairman’s Letter
Usually an annual report should contain a letter from the chairman The letter should provide details about the successes and the challenges of the past year It should also include the future outlook for the company
● Operation Analysis
The operation analysis is an overview of the business in the past year It usually includes new hires and new product introductions At the same time it will introduce business acquisitions and other important issues
● Financial Statements
The financial statements are very important for an annual report People can know the company’s performance in the past from the statements It usually consists of the following three aspects The first one is the profit and loss statement The second one is the balance sheet And the third one is the cash flow statement
1 An annual report of a company provides some information about its business performance for certain people( T)
2 People can know everything of the company from the annual report( F)
3 An annual report usually includes chairman’s letter financial statements and operation analysis( T )
4 A chairman’s letter should include the strategic direction moving forward( T)
5 This passage is mainly about the main parts of an annual report(T )
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—Would you mind answering some questions about your annual report 　　
— ________　　
选择项：
AYes with great pleasure
BNo I’m afraid I can’t make it
CNo as long as it doesn’t take long
试题 2
—How did your talk with the community resident go 　　
—________ He seemed to accept my explanationbut he didn’t sign his name here
选择项：
APerfect
BI’m not sure
CThat’s right
试题 3
—Good morning Sunshine Community Center May I help you
—
选择项：
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
试题 4
When stating problems we can make a _____ with those from last year
选择项：
Acomparing
Bcompare
Ccomparison
试题 5
People ______ find useful information from the annual report
选择项：
Ahad to
Bdared
Ccould
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
If you take the following steps you can make a satisfactory annual report And your boss and other supporters will be impressed
Defining your accomplishments What difference did you make What has changed in your community or field because of your work over the past year Take all of your activities over the last 12 months and divide them into three to five major accomplishments
Less is more Be selective If you include everything the annual report becomes cluttered with information You 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 details And they will make the report more attractive It’s great if you produce a fullcolor publication with lots of nice photography Of 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 deeply Make it clear what you’d like your readers to do once they’ve read it
1 Do you have to gather all the information since you entered the company before writing the annual report( )
A Yes
B No
C Not given
2 Is it reasonable to include everything of the company in order to make the annual report informative( )
A Yes
B No
C Not given
3 What does the underlined phrase Less is more mean( )
A Using fewer words making fewer parts and so on is simpler and more efficient than the opposite
B The fewer the better
C The more the better
4 Which is NOT TURE for the functions of the visuals and charts( )
A They can reduce the need for texts and details
B They can make the report more attractive
C They can make the report harder to be understood
5 How many steps should you take to make your report impressive( )
A Five
B Three
C Four
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—
—It will take at least two weeks
选择项：
AHow soon will you finish our annual report
BWhen will you finish our annual report
CHow long have you finished our annual report
试题 2
—Would you mind answering some questions about your annual report 　　
— ________　　
选择项：
AYes with great pleasure
BNo I’m afraid I can’t make it
CNo as long as it doesn’t take long
试题 3
—
— It costs us ten thousand dollars
选择项：
AHow many does the printing of the annual report cost
BWhat does the printing of the annual report make
CHow much does the printing of the annual report cost
试题 4
I’m confident in these as long as we ________ the needs of the community residents and improve our service quality
选择项：
Akeep an eye on
Bkeep an eye at
Ckeep eyes on
试题 5
_____ the fog we should have reached the annual meeting site on time
选择项：
ABecause of
BIn spite of
CBut for
试题 6
二阅读理解：阅读面短文根文章容ABC三选项中选出佳选项
An annual report provides (useful)information about an organization People read annual reports in different ways Some even ( prefer)to start at the back and work their way to the beginning It makes (no)difference how you read them as long as you get the essential points of the business and its financial conditionHowever there is a good way to solve these reports that is (both)
most efficient and most effective You can’t possibly go any further in your research (without)
knowing what the company does How can you insure that you have understood the report Just ask yourself if you understand what the company does and who its customers are
选择填空：阅读面话句子ABC三选项中选出填入空白处佳选项
试题 1
—How did your talk with the community resident go 　　
—________ He seemed to accept my explanationbut he didn’t sign his name here
选择项：
APerfect
BI’m not sure
CThat’s right
试题 2
—Good morning Sunshine Community Center May I help you
—
选择项：
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
试题 3
—
— It costs us ten thousand dollars
选择项：
AHow many does the printing of the annual report cost
BWhat does the printing of the annual report make
CHow much does the printing of the annual report cost
试题 4
When reading the annual report we should look out ______ the areas where the company did not comply with the regulations
选择项：
Aat
Bfor
Con
试题 5
Under no circumstance _____ to tell lies to the public
选择项：
Athe companies are allowed
Bare the companies allowed
Cthe companies will allow
Dwill the companies allow
试题 6
二翻译：ABC三选项中选出英文适合中文翻译
1 In general we’ve made some progress this year in improving community services( )
A 总说年已改善社区服务方面取进展
B 般情况年改善社区服务方面取进展
C 总说年提高社区服务质量方面取进展
2 As 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
3 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
4 To communicate precisely what you want to say you have to frequently need to define key words( )
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
5 A 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
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