2021年1月3938管理英語2試題及答案

1、2021年1月3938管理英語2試題及答案 1 2021 年 年 1 1 月 月 8 3938 管理英語 2 2 試題及答案 一、交際用語(共計(jì) 10 分，每小題 2 分) 1 一 5 題：選擇正確的語句完成下面對(duì)話，并將答案序號(hào)寫在答題紙上。 1. good morning ， sunshine community center! may i help you? -_ a. id like to book one air ticket. b. im glad to introduce myself to you. c. i need a plumber to repair the water

2、 pipe in my kitchen. 答案c 2. -hows your mother doing? -_ a. she is very well. b. she is very kind. c. she is doing shopping now. 答案a 3. -_ -my name is helen， and i was born in 1980. my major was electrical engineering. a. tell me your name， please. b. tell me a little bit about yourself， please. c. t

3、ell me how old you are， please. 答案b 4. -any suggestions for the project? -_ a. i need your advice on it. b. i advise you to put more hands in this project. c. thanks for your suggestions. 答案b 5. -hi， helen， ill have an interview tomorrow. im afraid i cant make it. -_ a. sure， you can. take it easy.

4、b. im sorry to hear that. c. thats all right. 答案a 二、詞匯與結(jié)構(gòu)(共計(jì) 30 分，每小題 2 分) 6-20題：下面的句子，從 a、b、c 三個(gè)選項(xiàng)中選出一個(gè)能填入空白處的正確選項(xiàng)，并將答案序號(hào)寫在答題紙上。 6. at the end of the day， you want all attendees_ your event to remember this key message that youve spent along time reinforeing. a. leave b. to leave c. leaving 答案c 7.

5、he is_ this company. a. in charge of b. in the charge of c. under the charge of 答案a 8. hiring a good employ may cost much money and time，_， it can win much more for the company in future. a. whats more b. at last c. however 答案c 9. they have disagreement_the plan of celebrating the founding of the co

6、mmunity. a. on b. in c. / 答案a 10. the quality of questionnaire will_ how much information we know from our customers. a. effect b. affect c. take 答案b 11. the heating system of our apartment brokedown so i made a call _to the community service center. a. discussion b. complaint c. praise 答案b 12. it i

7、s only by agreeing with their viewpoint and_ that you will resolve the situation and send the customer away happy. a. suggesting a possible solution b. suggest a possible solution c. suggested a possible solution 答案a 13. the new year is just. a. in corner b. around the corner c. outside the corner 答

8、案b 14. look! _ a. here are the bus comes. b. here comes the bus. c. the bus here come. 答案b 15. the music_ like the singing of a bird. a. hears b. listens c. sounds 答案c 16. american young people would rather ，_advice from strangers. a. get b. getting c. got 答案a 17. 一 whose textbook is this? 一 it john

9、s. it has his name on it. a. cant be b. must be c. might be 答案b 18. the success of our event is_ to the sponsor. a. related b. based c. intended 答案a 19. the more information you can get，_in your field. a. the more competitive will you be b. you will be the more competitive c. the more competitive yo

10、u will be 答案c 20. we_ it very much that youve come to give us a timely ride. otherwise we would miss the train. a. appreciate b. expect c. promise 答案a 三、理解(共計(jì) 40分，每小題 4 分) 21 一 25 題：下列短文，從 a、b、c 三個(gè)選項(xiàng)中選出一個(gè)正確答案，并將答案序號(hào)寫在答題紙上。 passage l angry customers tend to aim their dissatisfaction and complaints at

11、 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 area few gui

12、delines 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 viewpoint and suggesting a possible solution that you will resolve th

13、e 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 exp

14、ress 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 a

15、nd calm yourself. having patience with your customers and with yourself will go along 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

16、on your way to succeeding in your career. 21. angry customers tend to aim their dissatisfaction and complaints at a. staff members b. company managers c. those who accompany them 答案a 22. when a customer shouts rudely at you， you should a. argue back and protect yourself b. keep quiet and leave the c

17、ustomer alone c. keep calm and listen carefully to the customer 答案c 23. the underlined sentence in paragraph 3 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. 答案b 24. when dealing with an angry custo

18、mer， which is not the right attitude? a. be concerned. b. be patient. c. beam used. 答案c 25. which of the following statements is true according to the passage? a. when the customers complain， you neednt listen carefully. b. you neednt say sorry to those angry customers. c. you should relax yourself

19、and try to understand the angry customers. 答案c 26-30 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(cuò)誤的寫"f'，并將答案寫在答題紙上。 passage 2 cross training is training an employee to do a different part of the organizations work. training worker a to do the task that worker b does and training b to do as task

20、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

21、reduces worker boredom. cross training can be used in almost any position in almost any industry， i cross trained some of my design engineers to go on field installation trips and get firsthand knowledge of how their designs worked， or didnt work， in the field， cashiers can be trained to stock shelv

22、es 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. carefully select the employees to be cross trained. some people

23、 like to learn new things. some are more comfortable sticking to what they know. dont decide which employees are ready for a change based on their age or performance. 26. cross training is training an employee to do a different job in a different company. 答案f 27. cross training is beneficial not onl

24、y for managers but also for employees. 答案t 28. cross training can apply to almost any position and almost any industry. 答案t 29. when you prepare cross training plans， the only consideration is the company benefits. 答案f 30. you can decide which employees to be cross trained according to their age. 答案f 四、翻譯(共 計(jì) 20 分，每小題 4