國開大學電大本科《商務英語4》期末試題

1、國家開放大學電大本科商務英語4期末試題及答案（試卷號：1391）2022交保用18 （共計1U分，罰小U2分）1-5 H；根裾對話內(nèi)容虜符恰當?shù)娜柬?，I I'm really fed uj> with I.ArryIA< 11 tn wrry to heur that.It Rc邳y?Hey> whrn'n up?2. Aunt ( indy <lo you >h(ip online often?A. Nil, I dorri think m>.K Ths、a Rood idccitC. Yc. It1* very ronvrnirnu3.

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11、0. Although he hnji Aoughf to find pcHcrful hit husineMH nva|»tH. solveA. nohitrC. solution三, 閱讀理解（共計4（）分.每小警4分）21-25 H：閱讀下列短文從A、8.C三個選項中選出一個正攜答案。Cyber Monday rocked while mobile Miles roared-Tin dsy widely regarded as the Super Bowl of online unles created n record day Inr retailers# inrludinx

12、 Walmart t nnd marked a uhifi in shopping preference* x *mnrt phones nnd uiblcts drove nearly a third of traffic - and for Marne retailers more than hall.Wflhnarb com expects to register its biggest Cyber Mondny yet < coming off a record Black Friday weekend online Handing into the afternoon Mond

13、ayt thr website had already sold out oi PinyStntion 4 nnd Xbox One consoles, which worm11 even ebscounted. Significant snving> on TV<< and tablets also encouraged shopping。 fiays Joel Anderson CEO of Walmnrt. com.RctAikrs from Target io Sears ore Um evolving Cyber Monday into something more

14、 akin to Cyber Week, as online dealn stretch well beyond Mundfty<As oi 6 p» nu ET sales on Amazon were up IL 3% over last yer. while scales at eBay were up 32. 1 % . according to Channel Advisorr which tracks rhird-party Hellers on eBay «nd /Vnazon. Tht, onlim markctplAcrs are doing wel

15、l in pnn because shoppers arc heading to tho&e sites io find popular products that are selling Out at regular retailefht nays Scot Wingn> CEO of Channel Advisor.Fl肛hm* site Rue La Ld started Cyber Monday doU <>n Sundny with a "Cyb廿ihcm" that drew more than 350.000 people to th

16、e siiu. The sale promoted as much as 80% off on more than 150 brands. On Monday> sale* of Col« Haan and Pandora Jewelry merchandise were strongest CE（）Sieve Davis says-2L Retailers used mobile devices and drove nearly b third of traffic or even more thanhalf tn online «hoppinK< An wr

17、 know that血en'l belong lu the mobile device.A. tabkuIk uttiurt phunr»V. pcrwnnl compulrt22. PlnyStation 4 and Xbox One consoles were sold nut on the nfternoon Monday although they weren't even dincoi;nte(LA. eBav. comLt Walmaru com(：. Amazoru com23. According to sales on Arnftion were u

18、p 44. 3% over last yrar< while salesat eBay were up 32. I %.A. WolmortB. Rue La La(:Channel Advisor24. Cyber Monday denk on Sunday with a wCybertho(r that drew more than people to the site-A<350t000B. 35,000C 3.500.00025. Wr can infer from the passage i»n "t an online retailer-A. Sca

19、rsB. Channel AdvisorC. Walmart26 30 J#：閱波下面的句子，根據(jù)文拿內(nèi)容誑行判斷,正確富“丁”錯誤寫A cluillenge in working in customer service is to rrwure that you have focud your attention on the nght key areHSt measured by the righi Key Performance Indicator (KPI). One of the most important aspectsi of a customer service KPI is

20、 wha： is oftrn referred to as the “Fed Good Factor". Basically ihr goal is not only to help the customer hnve o good experience but to offer an experience thnt exceeds expectations Several key points are listed as follow；Know what producu/servnce you arc offering from back to front. In other wo

21、rdst be on information expert It is akay to say MI don't knowf but it should alw/iys be followed up by “but kt mt- find out" cr possibly Mbut this person will be ablr tn assist you*. Whatever the HituAtion may be. make nure thnt you donTt leave your cu>tumcr with an unanswered questionMu

22、ni o( the uomnmnitwtion that you relay to others is done through body langurtgn. H you hnve negativr body languitgn when you cornrnunicaic with mhm. H show* that you Hon 11 eare. Two of the most important aspects of positive body Unguagt are smiling and eye contact. Make <ure to look your custome

23、r! tn the eye. It uhows that we are listening <o them hearing whnt they are saying. And of courttc smiling is more inviting thon a blank look or frown.Nothing surprises your cu*tomer» more than nn employee going the extra mile to hv!p thenu Always look for ways to go above and beyond the exp

24、ectations of your cWotner、In doing il help、them to know thia you care oiid ir will leave ibcm with the MFeel Good Faetorn rhnt you arc searching (nr.26. The goal of customer service is to give customers an cxpcncnce that meetjs their rxpeciatiunn.27. Leave your customer with an unanswered question m

25、 unacceprable*2& Both positive body language and negative body language arc necessary in cuhtomer w?rvice>29 Eye contact * one of the moxt important aspects of positive body language30. HGoing the exrro mile to hrlp them1* in the Iasi paragraph means "going a long way to help them”.四、寫作(共計2。分)3L根據(jù)要求，完成作文According to the nmple letter nbove