国家开放大学23春商务英语4形考作业【标准答案】

单元自测1（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—__________________?
— Sure, no problem. First, go see Cindy and tell her where you\'re going and when.
A.Will the company reimburse everything
B.Will I use the card for everything
C.Can you fill me in

2.— How would you like to go?
—__________________.
A.I\'ll get in touch with the railroad
B.I\'d like to fly to Frankfurt for a stay of two days
C.I expect to depart for Frankfurt on Sunday, September 1st

3.Please ____________ an open return flight from Barcelona to Frankfurt.
A.paper
B.text
C.book

4.We used to ____________ cash advances.
A.had
B.having
C.have

5.Can you fill me ____________ ? I need some detailed information.
A.in
B.up
C.out


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.完形填空：挑选正确答案，补全文章（每题10分）。

How to Schedule Your Visa Appointment


　　Payment can be made with a UnionPay debit card or in cash. You can? 1 directly through the website, the Call Center, or at a Citic bank ATM. If paying at a Citic bank branch, you can pay with a UnionPay? 2 or with cash. If you prefer to pay in cash, the appointment website will produce a bank deposit slip? 3 on the type of appointment for which you have registered; the deposit slip will indicate how much you must pay. You must print this bank? 4 , log off the appointment site, proceed to a local Citic bank branch, present the bank deposit slip, pay the requested amount, obtain an original bank receipt for the transaction, log back into the? 5 , and enter the bank receipt confirmation number into the requested field.
(1).__1__
A.spend
B.pay
C.buy
(2).__2__
A.credit card
B.membership card
C.debit card
(3).__3__
A.based
B.according
C.basis
(4).__4__
A.cash
B.debit card
C.deposit slip
(5).__5__
A.appointment site
B.transaction site
C.branch site

单元自测2（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.— The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this?
— _________________.
A.Well, I wonder whether the recent layoffs are affecting the quality of our customer service
B.What do you think? But I have no idea?
C.That\'s the client\'s own problem, I guess

2.— Hello, is that Sail Moving Company?
— _________________?
A.Yes, this is Jack speaking. Thanks for calling. What can we do for you
B.Yes, I\'m Jack. Thanks for calling. What can we do for you
C.Yes, speaking. What can I do for you

3._________ the situation may be, make sure that you don\'t leave your customer with an unanswered question.
A.Whatever
B.Whenever
C.However

4.Some of the customers\' complaints seem _________ .
A.inacceptable
B.unacceptable
C.unaccepted

5.Looking your customers in the eye shows that we are listening to them and hearing _________ .
A.why are they saying
B.how are they saying
C.what they are saying


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.阅览了解：依据文章内容，判别正误（每题10分）。
The Feel Good Factor in Customer Service


　　A challenge in working in customer service is to ensure that you have focused your attention on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the “Feel Good Factor”. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:
　　Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say “I don’t know”, but it should always be followed up by “but let me find out” or possibly “but this person will be able to assist you”. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.
　　Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don\'t care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.
　　Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the “Feel Good Factor” that you are searching for.

The goal of customer service is to give customers an experience that meets their expectations. 1

2. Leave your customer with an unanswered question is unacceptable. 2

3. Both positive body language and negative body language are necessary in customer service. 3

4. Eye contact is one of the most important aspects of positive body language. 4

5. The underlined “going the extra mile to help them” in the last paragraph means “going a long way to help them”. 5
(1).__1__
A.T
B.F
(2).__2__
A.T
B.F
(3).__3__
A.T
B.F
(4).__4__
A.T
B.F
(5).__5__
A.T
B.F

单元自测3（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—I\'ll also throw in the discount of 10% on your up front deposit. What do you think about this suggestion?
—______________.
A.Ok, I think we\'ve both have done our best for this
B.No, the suggestion is too bad
C.Ok, you will benefit more than us

2.— Could you be so kind as to turn down that rock “n” roll? I\'m preparing for tomorrow\'s meeting report.
— ______________.
A.It\'s none of you business
B.No, I don\'t think so
C.Sure. Sorry to disturb you

3.In business，whatever you do, do not ____ illegal benefit.
A.chase
B.choose?
C.challenge

4.We can\'t manage that ____ you pay for the installation.?
A.if
B.until
C.unless

5.At the same time, the negotiator keeps things secret ____ would limit his/her ability to negotiate.
A.who
B.what
C.that


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.阅览了解：依据文章内容，判别正误（每题10分）。
The Golden Rules of Negotiating


　　The art of negotiating is a difficult skill for most of us, even good salespeople. Here are three golden rules for you to follow:
　　 Always Start the Negotiations.
　　You must initiate the process. This is because whoever controls the start of the negotiations tends to control where they end. If you let the other party start negotiations, you will be constantly giving up control, often without even realizing it. For instance, when you ask someone what his project budget is, you are allowing him to start the negotiations. You will then spend your time chasing his number rather than finding the best solution. So, never let the other party control the negotiations.
　　2. Always Negotiate in Writing.
　　The purpose of negotiations is to arrive at a formal written agreement, not tell a story or spend time talking. From the first moment you begin a proposal, you should create a document and take it to the client. It will include all the points of agreement and become real to the prospective customer. Negotiating first and then having to create a document adds unnecessary time to a transaction. But if you build your written agreement as you negotiate, you are prepared to ask for a signature the moment the decision to buy is made.
　　3. Always Stay Cool.
　　The negotiation table can be loaded with agendas, egos and emotions. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes insanely invested in personal agendas and useless emotions. Crying, getting angry and blowing off steam may make you feel good, but such behavior will not benefit you while negotiating. When the rest of the room gets emotional, stay cool and use logic to negotiate and close.


1. If you let the other party start negotiations, you will be completely grasp the control, often without even realizing it. 1

2. So, never let both parties control the negotiations. 2

3. Negotiating first and then having to create a document doesn’t need necessary time to a transaction. 3

4. Great negotiators know how to stay cool, providing leadership and solutions, while the rest of the room becomes wild or helpless during the negotiation. 4

5. When the rest of the room gets out of control, stay cool and use logic to negotiate and close. 5
(1).__1__
A.T
B.F
(2).__2__
A.T
B.F
(3).__3__
A.T
B.F
(4).__4__
A.T
B.F
(5).__5__
A.T
B.F

单元自测4（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—Thanks for inviting me, John, but I\'ve already made other plans.
— _________. Maybe another time.
A.I hope you enjoy it
B.That\'s good
C.Oh! I\'m sorry to hear that

2.—How was your trip to London, Jane?
— ___________.
A.Oh, wonderful indeed
B.By plane and by bus
C.The guide showed me the way

3.Some in the market now want government _____ in order to reduce costs.
A.regulation
B.regulate
C.regular

4.We didn\'t understand how difficult it was to ____ such a breakfast.?
A.district
B.distribute
C.distract

5.Some of the _____ solutions will support these requirements better at the moment.?
A.property
B.prosperity
C.proprietary


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.阅览了解：依据文章内容，挑选正确答案（每题10分）。

　　China has the most franchises in the world but the scale of their operations is relatively small. Each system in China has an average of 43 outlets, compared to more than 540 in the United States. Together, there are 2,600 brands in some 200,000 retail markets. KFC was the most significant foreign entry in 1987 and is widespread. Many franchises are in fact joint-ventures, as at their forming the franchise law was not explicit. For example, McDonald\'s is a joint venture. Pizza Hut, TGIF, Wal-mart, Starbucks followed a little later. But total franchising is only 3% of retail trade, which seeks foreign franchise growth. The year 2005 saw the birth of an updated franchise law, “Measures for the Administration of Commercial Franchise”. Previous legislation (1997) made no specific inclusion of foreign investors. Today the franchise law is much clearer by virtue of the 2007 law, a revision of the 2005 law. The laws are applicable if there are transactions involving a trademark combined with payments with many obligations on the franchisor. The law comprises 42 articles and eight chapters.

According to the passage, the passage mainly talks about 1 .
A. the scale of franchising in China
B. the franchise law in China
C. an outline of franchising in China

2. KFC was the 2 foreign franchise to China in 1987 and is widespread.
A. most profound
B. first
C. wealthiest

3. Many franchises are in fact joint-ventures, because 3 .
A. at the beginning stage, franchise law was not so clear
B. at the beginning stage, many franchises could not find the right partners
C. many foreigners were not familiar with Chinese culture

4. Foreign franchise grows in China because of 4 .
A. the open policy
B. the small amount of retail trade
C. the Chinese culture

5. The writer has the 5 attitude to franchising in China
A. negative
B. positive
C. neutral
(1).__1__
A.A
B.B
C.C
(2).__2__
A.A
B.B
C.C
(3).__3__
A.A
B.B
C.C
(4).__4__
A.A
B.B
C.C
(5).__5__
A.A
B.B
C.C

单元自测5（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—Are the Project Managers linking up OK?
—They seem to be, yes._________ .
A.One of them hopes to quit now
B.There\'s been a good atmosphere at the first management meetings
C.They don\'t seem to know each other

2.—Henry, what do you think of the new team?
— ________ , I think the team is starting to get along quite nicely.
A.Yes, you\'re right
B.Not so good
C.Very well on the whole

3.Respecting fellow teammates keeps everyone in a good ______ and encourages overall team spirit.?
A.mood
B.state
C.situation

4.You can show respect to your teammates _______ everyone fairly and equally.
A.to treat
B.treated
C.by treating

5.Even though he\'s ______ out of college and still a bit green, he is a great co-worker.?
A.flesh
B.fresh
C.flash


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.阅览了解：依据上下文，补全对话内容（每题10分）。

　　In business, people have to deal in person? 1 all kinds of people. You may have to use English when talking to different people within your company who don\'t speak your language; these may be colleagues or co-workers, superiors or subordinates—who may work with you in your own department, in another part of the building or in another branch. And you may also have to deal in English with people from? 2 the organization: clients, suppliers, visitors and members of the public. Moreover, these people may be friends, acquaintances or strangers—people of your own age, or people who are? 3 or older than you. The relationship you have with a person determines the kind of language you use.
　　This relationship may even affect what you say when you meet people: for example, it\'s not? 4 to say “Hi, how are you!” when meeting the Managing Director of a large company or to say “Good morning, it\'s a great pleasure to meet you” when being introduced to a person you\'ll be working closely with in the same team.
　　Remember that people form an impression of you from the way you speak and behave—not just from the? 5 you do your work. People in different countries have different ideas of what sounds friendly, polite or sincere—and of what sounds rude or unfriendly! Good manners in your culture may be considered bad manners in another.
　　Remember also that your body language, gestures and expression may tell people more about you than the words you use.
(1).__1__
A.in to
B.for to
C.with
(2).__2__
A.within
B.outside
C.inside
(3).__3__
A.younger
B.youngest
C.young
(4).__4__
A.approval
B.appropriate
C.appreciate
(5).__5__
A.method
B.style
C.way

单元自测6（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.— I thought that if I could get your support first, it might make getting approval easier.
— _________ .
A.We will need another four thousand dollars to cover the cost
B.Well, you\'ve got my support on this
C.You only need a budget increase for the first order

2.—Did you get your financial records into shape for your audit next month?
— _______. Keeping a strict account of all our incoming and outgoing is not an easy task.
A.It seems our records are always a little incomplete?
B.It\'s a piece of cake
C.I\'m still working on ironing out a few problems

3.Did you get the financial records _______ shape for your audit next month?
A.into
B.in
C.from

4.There are more and more ______ of software for accounting, this has made the different types of software more accessible in terms of costs and variety.
A.manufacturers
B.manufacturing
C.manufactures

5.The long-term assets are known as ______ assets.
A.fixed
B.current
C.net


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.完形填空：挑选正确答案，补全文章（每题10分）。
Alibaba Seeks to Raise Billions in IPO

　　Investors in the United States are preparing for the first public sale of stock in the Chinese company Alibaba. The company sells goods? 1 linking buyers and sellers in the huge Chinese online market. Alibaba is expected to? 2 its initial public offering, called an IPO, in September on the New York Stock Exchange.
　　The total value of the company, based in Hangzhou, has been estimated at about $200 billion. Reports from Bloomberg News say Alibaba is offering investors a 12 percent? 3 of the company. That would mean the company could raise? 4 $20 billion dollars in the public stock sale.
After the IPO, Alibaba could become one of the most? 5 technology companies in the world. Apple, for example, has a market value of about $600 billion. 谷歌 is valued at about $390 billion and Microsoft is worth about $370 billion.
(1).__1__
A.in
B.with
C.by
(2).__2__
A.sell
B.make
C.go on
(3).__3__
A.share
B.capital
C.profit
(4).__4__
A.as more as
B.as much as
C.as many as
(5).__5__
A.value with
B.valuate
C.valuable

单元自测7（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—Have you ever tried shopping online?
—No, never. ____________, especially for clothes and shoes.
A.I prefer to actually see and touch what I\'m buying before I pay for it?
B.I prefer not to actually see and touch what I\'m buying before I pay for it
C.I would rather surf online and I pay for it immediately?

2.—Are there any disadvantages to shopping online?
—___________. But I think this problem will be solved soon.
A.It makes life easy
B.?It takes some time for the stuff you buy online to arrive
C.The stuff you buy online arrives quickly.

3.______ friends and colleagues greeted each other with that day was “Bought anything today?”
A.That ?
B.Who
C.What

4.Chinese shoppers spent billions online yesterday as they took advantage _____ discounts offered on Singles Day (November 11).?
A.?in
B.of
C.with

5.?It\'s said that some measures have been taken _____ this problem.
A.dealing with?
B.to deal with?
C.dealt with?


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.完形填空：挑选正确答案，补全文章（每题10分）。

　　There is nothing in the US quite like Black Friday. Before midnight on Thursday, in malls across the US, people start queuing? 1 outside the locked entrances of stores, making longer and longer lines,? 2 coupons (优惠券), sipping coffee and hot chocolate, rubbing their hands and stamping (跺脚) their feet for warmth,? 3 chatting, and waiting for the clerks to open the door when the time arrives.
　　Black Friday, the day after Thanksgiving, which? 4 on Nov 28，2014, “has become in recent decades a special American holiday”, said the International Business Times. Indeed, up to 147 million Black Friday shoppers were expected to? 5 the dark of night and the elbows (手肘) of other shoppers so that they could bring home some bargains, according to the US National Retail Federation.

?
(1).__1__
A.at
B.up
C.with
(2).__2__
A.holding
B.to hold
C.held
(3).__3__
A.excitement
B.excitedly
C.excited
(4).__4__
A.fall
B.fallen
C.fell
(5).__5__
A.put up with
B.put off
C.put down

单元自测8（10分）
试卷总分:100 得分:100

一、挑选填空题（每题10分，共5题）

1.—Okay, what is the decision?
—As you know, we have been a privately held, family-owned company for over 120 years,_____________.
A.and I think it definitely has a bright future
B.but it may be time to consider some major changes
C.but the company faces tough competition?

2.—We\'ve done very well so far but if we want to see serious growth ______________.
—Yeah...maybe. But I have my doubts.
A.it might be time to stick to original business model
B.?it might be time not to change company model
C.?it might be time to ditch our old business model and go public

3.?Well，the day we offer stock for sale is the day we will see how much______there is in our company.?
A.fact
B.fate
C.faith?

4.If people ________we\'re very valuable they won\'t buy our stock.
A.do think
B.think
C.don\'t think

5.Okay, let\'s say we make a decision _____; what kind of price are we thinking about charging for our stock??
A.to go public
B.going public?
C.go public


二、阅览了解/翻译/完形填空（题型随机）（共50分）

6.阅览了解：依据文章内容，判别正误（每题10分）。
Three Americans Win Nobel Economics Prize

　　The Royal Swedish Academy of Sciences awarded the Nobel Prize in economics to three Americans, Eugene Fama, Lars Peter Hansen and Robert Shiller on Oct. 14, 2013. Eugene Fama and Lars Peter Hansen are both professors at the University of Chicago. Robert Shiller is a professor at Yale University. They will share the prize worth about 1.2 million dollars.
　　“This year\'s prize in economic sciences is about predictions.” All three of this year\'s prize winners are mainly known for their research and explanations of pricing forces in financial markets. They have had a big influence on the way people look at and talk about financial markets.
Eugene Fama\'s research on financial markets in the 1960s led market watchers to change their ideas about investing. His ideas are linked to the theory that markets are efficient, which means market actors taking all available information to create the correct price for things at any given time. This also means that over short periods of time, it is not possible to predict prices.
　　Robert Shiller found, however, that over long periods, the opposite is true. It is possible to predict the movement of prices and that price changes are linked to human behavior.
　　The findings of both economists have led to the growth of index funds, investing many different securities as a way to reduce risk. Mr Shiller also helped to create the Standard & Poor\'s Case-Shiller home prices index. That index follows home prices across the United States.
Lars Peter Hansen developed a method for studying historical pricing information. His method supports Mr Shiller\'s findings and has influenced efforts to predict prices in the financial industry.
　　The Nobel Prize in economics was not created by Alfred Nobel, but was established in his memory by Sweden\'s central bank in 1968.

?

The Royal Swedish Academy of Sciences awarded the Nobel Prize in electronics to three Americans on Oct. 14, 2013. 1

2. Eugene Fama, Lars Peter Hansen and Robert Shiller won the prize for their research and explanations of pricing forces in financial markets. 2

3. Eugene Fama\'s research on financial markets in the 1960s resulted in some change in how market watchers look at investing. 3

4. The findings of both economists have led to the growth of price prediction, investing many different securities as a way to reduce risk. 4

5. The Nobel Prize in economics was established in memory of Alfred Nobel by Sweden\'s central bank in 1968. 5

?
(1).__1__
A.T
B.F
(2).__2__
A.T
B.F
(3).__3__
A.T
B.F
(4).__4__
A.T
B.F
(5).__5__
A.T
B.F