3938國開（電大）2021年1月《管理英語2》期末試題及答案

1、試卷代號：3938國家開放大學2020年秋季學期期末統(tǒng)一考試管理英語2試題2021年1月考前須知一、將你的學號、姓名及分校（工作站）名稱填寫在答題紙的規(guī)定欄 內(nèi)。考試結束后，把試卷和答題紙放在桌上。試卷和答題紙均不得帶 出考場。監(jiān)考人收完考卷和答題紙后才可離開考場。二、仔細讀懂題目的說明，并按題目要求答題。答案一定要寫在答 題紙的指定位置上，寫在試卷上的答案無效。三、用藍、黑圓珠筆或鋼筆答題，使用鉛筆答題無效。四、考試時間為60分鐘。一、交際用語（共計10分，每題2分）1一5題：選擇正確的語句完成下面對話，并將答案序號寫在答題紙上。Would you mind filling the ques

2、tionnaire for me?No problem.Sorry,I cant go there.I really appreciate that.一 Can you stay here longer?一, but I have to be back tomorrow.A. Id love toB. No, thank youC. Im afraid not一 Our company is doing a customer service questionnaire. May I take you a moment?A. It doesnt matter.B. By all means.C.

3、 I have no idea. I am sorry. Now what were we talking about?A. Never mind.B. Thats OK.C. You were saying that you used to be a teacher.一Hello, is that service center? The elevator of our apartment doesnt work.A. Oh, I dont know whats wrong with it.B. Sorry, Ill have it checked out at once.C. OK, I s

4、ee. Thank you.二、詞匯與結構（共計30分，每題2分）620題：閱讀下面的句子，從A、B、C三個選項中選出一個能填入空白處的正確選項，并將答 案序號寫在答題紙上。Lets our plan.A. startB. startedC. startingI didn t do last week.A. nothingB. somethingC. anythingAccording to their feedback sheets, the participants are all with the training.A. satisfiedB. satisfyingC. satisfac

5、toryThe Jiahe Community Service Center is about to service for residents.A. providedB. provideC. providingId like to that the staff member who served me didnt really seem toknow what he was doing.A. point outB. point atC. point inI have coffee breakfast time.A. atB. inC. onHiring the right employee

6、you a thousand times over in high employee morale.A. paysoffB. take*offC. pays*-backAre you familiar the saying, its not what you know, but who you know？ In event planning, networking is key!A. withB. toC. inWe should take the degree account when we recruit a new secretary.A. withB. intoC. ofThe can

7、didate should dress in a manner that is appropriate to the position he is applying.A. for whichB. whichC. thatParticipants have the Productivity Analysis Worksheet.A. completingB. been completedC. completedUnder no circumstance to tell lies to the public.A. the companies are allowedB. are the compan

8、ies allowedC. the companies will allowWe it very much that youve come to give us a timely ride. Otherwise wewould miss the train.A. appreciateB. expectC. promiseWe feel with the inconvenience the service center brought us.A. disappointedB. worriedC. surprisedI would rather two weeks earlier.A. you s

9、hould come hereB. you came hereC. you had come here三、閱讀理解（共計40分，每題4分）2125題：閱讀以下短文，從A、B、C三個選項中選出一個正確答案，并將答案序號寫在答題 紙上。.Passage 1The houses we live in are very important. They keep us from being cold in the winter and hot in the summer. In the winter they keep out the snow. They also keep out the wind.

10、 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 where we can feel safe. People cant get at us or our things. Houses give us a place to be together with our families and fri

11、ends. Mothers and fathers care for 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 stone. Sometimes more than one thing is used to make a h

12、ouse.Houses come in different sizes. Some houses have only one room. Some houses have more than one room. Big apartment houses 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 buil

13、t. Houses in hot countries can be lightly built. In places it rains much of the time, houses must keep out the water.Which of the following is NOT mentioned in the passage?People feel safe in house.Families and friends live in the same house.Children often play in house.According to the passage, the

14、 house can keep out.A. the windB. the snowC. the wind and the snowHouses are in sizes and many ways.A. beautifulB. the sameC. differentWhich of the following is probably NOT the thing used to build houses?A. steelB. cottonC. stoneFrom the passage we can infer that peoplein hot places like to live th

15、e lightly-built houses to get heatin the cold places like to live in the strong houses to keep safein some places where it rains much of the time like to live in house which can keep26-30題：請根據(jù)短文內(nèi)容判斷給出的語句是否正確，正確的寫“T”，錯誤的寫“F”，并將答案 寫在答題紙上。Passage 2Feedback from your customers is very important. The mor

16、e 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.Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or pr

17、oduct. 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.Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvio

18、us but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how youre treated.Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.Use questionnaires and

19、surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer

20、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, youre wasting your time. Implement one, two, three or all of the above techniques, and your service

21、 and product will improve overnight.Hotel customers and hotel staff think the same about breakfast.A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.Its not necessary to know about the customers needs and preferences.Questionnaires are usef

22、ul in getting feedback from customers.Front-line staff have nothing to do with improving customer service.四、翻譯（共計20分，每題4分）3135：請從以下A、B、C三個選項中選出最正確翻譯，并將答案序號寫在答題紙上。On the last day of the old year, there is a family dinner.A.在老年人的最后日子，通常有一頓家庭餐。B.在即將過去的一年的最后一天,會有一次家庭聚餐。C.在過去的日子里，經(jīng)常有家庭聚餐。Will you be involved in opening the new office?A.你會加入新辦公室嗎？B.你會參與開設新辦公室的工作嗎？C.你會被卷入到新辦公室的工作中嗎？I think what should be done is to create more job opportunities for students.A.我認為我們需要為學生們創(chuàng)造更多的工作機會。B.我認為我們將來要給學生們更多機會。C.我認為我們已經(jīng)給了學生們更多的工作機會。I want to leave a little room in