國家開放大學(xué)《商務(wù)英語4》單元測試1-8

國家開放大學(xué)《商務(wù)英語4》單元測試1-8單元測試1一、選擇填空題1、—__________________?—Yes,businessclass.答：Willyouflybusinessclass2、—__________________?—Sure,noproblem.First,goseeCindyandtellherwhereyou'regoingandwhen.答：Canyoufillmein3、____________behalfofVancouverC&SInt'lTradeCorp.,Iampleasedtoinviteyouandyourcolleaguestovisitus.答：On4、Canyoufillme____________?Ineedsomedetailedinformation.答：In5、Manyofthebanksandtravelservicesinthewesterncountriesprovideconvenienceforthetravellersbyissuingtraveller's____________.答：checks—Howwouldyouliketogo?—__________________.答：I'dliketoflytoFrankfurtforastayoftwodaysTraveller'schecksaregenerally____________smallfacevalue.答：ofTheprocessingtime____________perembassy.答：varies—HeyKyle,guesswhat!ThebossissendingmetoEuropeforamarketingseminarnextmonth.—__________________You'vebeenitchingtogoonabusinesstripformonths.答：Great!Youmustbehappy.Ifyouareintending____________justoneSchengencountry,youwillneedtoapplyfortheSchengenvisadirectlywiththeembassyorconsulateofthatparticularcountry.答：tovisitWeusedto____________cashadvances.答：havePlease____________anopenreturnflightfromBarcelonatoFrankfurt.C.book二、閱讀理解/翻譯/完形填空（題型隨機）1.Canyoufillmein?你能向我詳細介紹一下嗎？2.Notallrestaurantsacceptthecard.并非所有酒店都接受此卡3.Weusedtohavecashadvances我們以前是預(yù)支現(xiàn)金。4.Letmeknowhowyoulikelivingoutofasuitcase.到時候告訴我你是怎么帶著旅行包生活的。5.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecks.對發(fā)行機構(gòu)來說，發(fā)行旅行支票提供融資便利是有利可圖的。完形填空HowtoScheduleYourVisaAppointmentPaymentcanbemadewithaUnionPaydebitcardorincash.Youcan（pay）directlythroughthewebsite,theCallCenter,orataCiticbankATM.IfpayingataCiticbankbranch,youcanpaywithaUnionPay（debitcard）orwithcash.Ifyouprefertopayincash,theappointmentwebsitewillproduceabankdepositslip（based）onthetypeofappointmentforwhichyouhaveregistered;thedepositslipwillindicatehowmuchyoumustpay.Youmustprintthisbank（depositslip）,logofftheappointmentsite,proceedtoalocalCiticbankbranch,presentthebankdepositslip,paytherequestedamount,obtainanoriginalbankreceiptforthetransaction,logbackintothe（appointmentsite）,andenterthebankreceiptconfirmationnumberintotherequestedfield.單元測試2題目：—Hello,isthatSailMovingCompany?—_________________?答案：Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou題目：—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.答案：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove題目：—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.答案：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice題目：—Whatdoesthecustomer'scomplaintsay?—_________________.答案：Hesayshehasn'tgottenbackthemonitorforrepairs題目：—Whatisthedistancebetweenthenewbuildingandyouroffice?—_________________.答案：Itisabout15kilometers題目：_________thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.答案：Whatever題目：Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.?答案：loyal題目：Customerswon'tfindstoreclerkssittingaround_________.答案：watchingTVorplayingcards題目：Ifanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.答案：claim題目：Ifthingshave_________,thepersonyou'retalkingtowillwanttoknowthereasons.答案：gonewrong題目：Lookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.答案：whattheyaresaying題目：Someofthecustomers'complaintsseem_________.答案：unacceptable題目：Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.?答案：express題目：TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.答案：tomake題目：Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull_________.答案：refund題目：閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.(1)2.Leaveyourcustomerwithanunansweredquestionisunacceptable.(2)3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.(3)4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.(4)5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.(5)答案：題1：F，題2：T，題3：F，題4：T，題5：F題目：閱讀理解：根據(jù)文章內(nèi)容，把每一段和其所談?wù)摰脑掝}相匹配（每題10分）。CustomerServiceTheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.(1)2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.(2)3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.(3)4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.(4)5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.(5)答案：題1：theAmericanideaofcustomerservice，題2：honoredguest，題3：checkoutservice，題4：satisfactionguaranteed，題5：customerloyalty題目：完形填空：選擇正確答案，補全文章（每題10分）。Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing?(1).Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.Topnotchservicewillcreate?(2)andareturningcustomer,whichiswhatweallmuststrivefor.Excellentcustomerserviceis?(3)tobusinessestoday.It'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?Alwaysmakeyourcustomera?(4).Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonlybeforethesalebutafteraswell.Afterall,inathrivingbusinesscustomersarenot?(5);it'sarequirementforbusinessestosurvive.答案：題1：offered，題2：loyalty，題3：vital，題4：priority，題5：optional題目：翻譯：為句子選擇正確的翻譯（每題10分）。TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.A.美式客服理念認為每位客戶都是關(guān)注的焦點。2.Manyproductscomewithamoney-backguarantee.B.許多產(chǎn)品都有退款承諾。3.Makesuretolookyourcustomersintheeye.C.確保要直視顧客的眼睛。4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.A.一定要想方設(shè)法，超越顧客的期望。5.Theworstthingisthatyoudiscoveredatthelastmomentthereweremissingpartsintheorderbeforeshipment.A.最糟糕的事情是，在裝船之前的最后時刻，你發(fā)現(xiàn)訂單貨物有遺漏。一、選擇填空題1、—Whatdoesthecustomer'scomplaintsay?—_________________.答：Hesayshehasn'tgottenbackthemonitorforrepairs2、—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.答：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice3、Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.答：express4、Customerswon'tfindstoreclerkssittingaround_________.答：watchingTVorplayingcards5、Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.答：loyal—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.答：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomoveLookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.答：whattheyaresayingIfanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.答：claimTheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.答：tomake二、閱讀理解/翻譯/完形填空（題型隨機）TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.F2.Leaveyourcustomerwithanunansweredquestionisunacceptable.T3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.F4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.T5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.FCustomerService1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.theAmericanideaofcustomerservice2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.honoredguest3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.checkoutservice4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.satisfactionguaranteed5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.customerloyalty單元測試3題目：—Couldyoubesokindastoturndownthatrock“n”roll?I'mpreparingfortomorrow'smeetingreport.—______________.答案：Sure.Sorrytodisturbyou題目：______hasgoodreputationwillsoonerorlaterbesuccessfulinhisbusiness.答案：Whoever題目：Althoughhehassoughttofindapeaceful_____,heisfacingmorepressurefromhisbusinessrivals.答案：solution題目：Atthesametime,thenegotiatorkeepsthingssecret____wouldlimithis/herabilitytonegotiate.答案：that題目：—Hello,thisisLucasBowen.I'dliketoordersomemachines.—___________.Whendoyouneedthem?答案：Noproblem題目：—I'llalsothrowinthediscountof10%onyourupfrontdeposit.Whatdoyouthinkaboutthissuggestion?—______________.答案：Ok,Ithinkwe'vebothhavedoneourbestforthis題目：—I'llbeawayonabusinesstrip.Wouldyoumindsigningformyexpressdelivery?—________________.答案：I'dbehappyto題目：Inbusiness，whateveryoudo,donot____illegalbenefit.答案：chase題目：—Okaythen,sotoconfirm:a6%discountbutyoupayalltheshippingandinstallationcosts.—____________.I'llcallyoutomorrow.答案：Thatsoundsallright題目：Thatmightbeacceptable______youhandletheinsurancefees.答案：if題目：Theirskilland____hasgotthemonthesalesteam.?答案：enthusiasm題目：Theywantedto______adiscussiononeconomics.答案：initiate題目：Toattractinvestors,thegovernmenthas_____itstaxandlaborlaws.答案：adjusted題目：Wecan'tmanagethat____youpayfortheinstallation.?答案：unless題目：Whentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答案：gets題目：閱讀理解：根據(jù)文章內(nèi)容，選擇正確答案（每題10分）。Emotionsplayanimportantpartinthenegotiationprocess,althoughitisonlyinrecentyearsthattheireffectisbeingstudied.Emotionshavethepotentialtoplayeitherapositiveornegativeroleinnegotiation.Duringnegotiations,thedecisionastowhetherornottosettlerestsinpartonemotionalfactors.Negativeemotionscancauseintenseandevenirrationalbehavior,andcancauseconflictsandnegotiationstobreakdown,butmaybeinstrumentalinattainingconcessions.Ontheotherhand,positiveemotionsoftenfacilitatereachinganagreementandhelptomaximizejointgains,butcanalsobeinstrumentalinattainingconcessions.Positiveandnegativediscreteemotionscanbestrategicallydisplayedtoinfluencetaskandrelationaloutcomesandmayplayoutdifferentlyacrossculturalboundaries.Emotionsplayanimportantroleduringthenegotiation,althoughtheireffectisbeingstudiedjust(1).A.atthebeginningofnegotiationpracticeB.duringthenegotiationprocessC.notlongbefore2.Negativeemotionsmay(2)makeconcessions.A.behelpfultoB.beharmfultoC.benothingto3.Duringnegotiations,thedecisionastowhetherornottosettledependsinpartonemotionalfactors.(3)A.totallyB.tosomeextendC.completelynot4.Attainingconcessionscanbedone(4).A.onlybynegativeemotionsB.onlybypositiveemotionsC.bybothnegativeandpositiveemotions5.Indifferentcultures,negotiatorsshoulduse?(5)?strategiestoshowpositiveandnegativeemotions.A.thesameB.differentC.no答案：題1：C，題2：A，題3：B，題4：C，題5：B題目：閱讀理解：根據(jù)文章內(nèi)容，判斷正誤（每題10分）。TheGoldenRulesofNegotiatingTheartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:AlwaysStarttheNegotiations.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.AlwaysNegotiateinWriting.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.AlwaysStayCool.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomesinsanelyinvestedinpersonalagendasanduselessemotions.Crying,gettingangryandblowingoffsteammaymakeyoufeelgood,butsuchbehaviorwillnotbenefityouwhilenegotiating.Whentherestoftheroomgetsemotional,staycoolanduselogictonegotiateandclose.1.Ifyoulettheotherpartystartnegotiations,youwillbecompletelygraspthecontrol,oftenwithoutevenrealizingit.(1)2.So,neverletbothpartiescontrolthenegotiations.(2)3.Negotiatingfirstandthenhavingtocreateadocumentdoesn’tneednecessarytimetoatransaction.(3)4.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomeswildorhelplessduringthenegotiation.(4)5.Whentherestoftheroomgetsoutofcontrol,staycoolanduselogictonegotiateandclose.(5)答案：題1：F，題2：F，題3：T，題4：T，題5：F題目：完形填空：選擇正確答案，補全文章（每題10分）。Anotherexampleisreadingnon-verbalcommunication.?(1)readthenon-verbalcommunicationofanotherpersoncanbeagreatassetinthecommunicationprocess.Bybeingaware?(2)differentsignsandexpressions?(3)apersongivesverballyandnon-verbally,anegotiatorcanadjusthis/herapproachandthenegotiationcangosmoothly.If?(4),itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.Beingfamiliarwithanotherpersonhelpsyouto?(5)thedifferencesbetweenverbalandnon-verbalcommunicationwithinthenegotiationatmosphere.答案：題1：Beingableto，題2：of，題3：that，題4：possible，題5：sense題目：翻譯：為句子選擇正確的翻譯（每題10分）。Byunderstandinghownon-verbalcommunicationworks,anegotiatormustbeabletounderstandtheinformationtheotherparticipantsaregivingoutnon-verbally.A．通過理解非語言性交際如何起作用，談判者一定能夠理解其他參與者透露的非語言性信息。2.Lookthepersonintheeyewithhonestyandrespect.B．誠實而尊敬地注視這個人。3.Ifpossible,itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.B.如果有可能，讓談判雙方花時間一起處于談判室以外的舒適氛圍，可能會有幫助的。4.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.C．這是因為無論誰控制了談判的開始，誰往往就能掌控談判的結(jié)果。5.Thenegotiationtablecanbeloadedwithagendas,egosandemotionsA．談判桌承載著議事日程，自我意識和各種情緒。一、選擇填空題1、—Couldyoubesokindastoturndownthatrock“n”roll?I'mpreparingfortomorrow'smeetingreport.—______________.答：Sure.Sorrytodisturbyou2、—I'llalsothrowinthediscountof10%onyourupfrontdeposit.Whatdoyouthinkaboutthissuggestion?—______________.答：Ok,Ithinkwe'vebothhavedoneourbestforthis3、Toattractinvestors,thegovernmenthas_____itstaxandlaborlaws.答：adjusted4、Inbusiness，whateveryoudo,donot____illegalbenefit.答：chase5、Atthesametime,thenegotiatorkeepsthingssecret____wouldlimithis/herabilitytonegotiate.答：that—Okaythen,sotoconfirm:a6%discountbutyoupayalltheshippingandinstallationcosts.—____________.I'llcallyoutomorrow.答：Thatsoundsallright—Hello,thisisLucasBowen.I'dliketoordersomemachines.—___________.Whendoyouneedthem?答：NoproblemTheirskilland____hasgotthemonthesalesteam.答：enthusiasmWhentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答：gets______hasgoodreputationwillsoonerorlaterbesuccessfulinhisbusiness.答：WhoeverThatmightbeacceptable______youhandletheinsurancefees.答：ifAlthoughhehassoughttofindapeaceful_____,heisfacingmorepressurefromhisbusinessrivals.答：solutionWhentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答：gets—I'llbeawayonabusinesstrip.Wouldyoumindsigningformyexpressdelivery?—________________.答：I'dbehappytoTheywantedto______adiscussiononeconomics.答：initiate二、閱讀理解/翻譯/完形填空TheGoldenRulesofNegotiatingTheartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:1.AlwaysStarttheNegotiations.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.AlwaysNegotiateinWriting.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.AlwaysStayCool.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomesinsanelyinvestedinpersonalagendasanduselessemotions.Crying,gettingangryandblowingoffsteammaymakeyoufeelgood,butsuchbehaviorwillnotbenefityouwhilenegotiating.Whentherestoftheroomgetsemotional,staycoolanduselogictonegotiateandclose.1.Ifyoulettheotherpartystartnegotiations,youwillbecompletelygraspthecontrol,oftenwithoutevenrealizingit.F2.So,neverletbothpartiescontrolthenegotiations.F3.Negotiatingfirstandthenhavingtocreateadocumentdoesn’tneednecessarytimetoatransaction.T4.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomeswildorhelplessduringthenegotiation.T5.Whentherestoftheroomgetsoutofcontrol,staycoolanduselogictonegotiateandclose.FAnotherexampleisreadingnon-verbalcommunication.（Beingableto）readthenon-verbalcommunicationofanotherpersoncanbeagreatassetinthecommunicationprocess.Bybeingaware（of）differentsignsandexpressions（that）apersongivesverballyandnon-verbally,anegotiatorcanadjusthis/herapproachandthenegotiationcangosmoothly.If（possible）,itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.Beingfamiliarwithanotherpersonhelpsyouto（sense）thedifferencesbetweenverbalandnon-verbalcommunicationwithinthenegotiationatmosphere.Emotionsplayanimportantpartinthenegotiationprocess,althoughitisonlyinrecentyearsthattheireffectisbeingstudied.Emotionshavethepotentialtoplayeitherapositiveornegativeroleinnegotiation.Duringnegotiations,thedecisionastowhetherornottosettlerestsinpartonemotionalfactors.Negativeemotionscan