2022年1月3938國開電大?？乒芾碛⒄Z2試題及答案

第5頁共5頁2022年1月3938國開電大?？乒芾碛⒄Z2試題及答案2022年1月3938國開電大?？乒芾碛⒄Z2試題及答案一、交際用語(每題2分，共10分)1-5題：選擇正確的語句完成以下對話，并將答案序號寫在答題紙上。1.-Wouldyoumindfillingthequestionnaireforme?-_______________A.Noproblem.B.Sorry，Ican＇tgothere.C.Ireallyappreciatethat.[答案]A2.-Canyoustayherelonger?-_______，butIhavetobebacktomorrow.A.I＇dlovetoB.No，thankyouC.I＇mafraidnot[答案]A3.-Ourpanyisdoingacustomerservicequestionnaire.MayItakeyouamoment?-_______________A.Itdoesn＇tmatter.B.Byallmeans.C.Ihavenoidea.[答案]B4.-Iamsorry.Nowwhatwerewetalkingabout?-_______________A.Nevermind.B.That＇sOK.C.Youweresayingthatyouusedtobeateacher.[答案]C5.Hello，isthatservicecenter?Theelevatorofourapartmentdoesn＇twork.-_______________A.Oh，Idon＇tknowwhat＇swrongwithit.B.Sorry，I＇llhaveitcheckedoutatonce.C.OK，Isee.Thankyou.[答案]B二、詞匯與構(gòu)造(共計30分，每題2分)6-20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。Passage2Feedbackfromyourcustomersisveryimportant.Themoreinformationyouhavefromthem，themorepetitiveyouwillbeinyourfield.Thefollowingtechniqueswillhelpyouknowwhatthecustomersthinkofyourbusiness.Askyourcustomersdirectlyandcatertotheirwishes.Thisisthesimplestwaytofindoutwhatpeoplewantfromyourserviceorproduct.Whenhotelcustomersareaskedwhattheywantfortheirbreakfastandthenthehotelstaffareaskedwhattheythinkthecustomerwants，theanswersarequitedifferent.Beacustomeryourselfandfindoutwhatyourcustomersexperiencewhentheyuseyourservice.Thisisoneofthemostobviousbutunderusedwaysforgettingfeedback.Forexle，youcanactasoneofthecustomersinawheelchair，andseehowyou＇retreated.Useafocusgroup.Focusgroupsarerepresentativesofcustomerswhosejobistoprovideyouwithinformationontheirneedsandpreferences.Usequestionnairesandsurveys.Thisisoneofthemostwell-establishedfeedbacktechniques.Whenwell-conducted，theyusuallyworkwell.Encourageyourfront-linestafftobuildstrongrelationshipswithcustomers.Yourfront-linestaffarethemostresourcefulandreliable，aswellastheleastcostly，ofyourcustomerfeedbacksources.Theirmunicationwiththecustomerswillbeeimportantinformationforimprovingcustomercare.Youmaydeliverthebestserviceintheworld.Butifitisnotwhatpeoplewant，you＇rewastingyourtime.Implementone，two，threeoralloftheabovetechniques，andyourserviceandproductwillimproveovernight.26.Hotelcustomersandhotelstaffthinkthesameaboutbreakfast.[答案]F27.Agoodorbadexperienceofacustomerinawheelchairinyourshopshowswhetheryourserviceisgoodornot.[答案]T28.It＇snotnecessarytoknowaboutthecustomers’needsandpreferences.[答案]F29.Questionnairesareusefulingettingfeedbackfromcustomers.[答案]T30.Front-linestaffhavenothingtodowithimprovingcustomerservice.[答案]F四、翻譯(共計20分，每題4分)31-35：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匙紙上。31.Onthelastdayoftheoldyear，thereisafamilydinner.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。[答案]B32.Willyoubeinvolvedinopeningthenewoffice?A.你會加人新辦公室嗎?B.你會參與開設(shè)新辦公室的工作嗎?C.你會被卷人到新辦公室的工作中嗎?[答案]B33.Ithinkwhatshouldbedoneistocreatemorejobopportunitiesforstudents.A.我認(rèn)為我們需要為學(xué)生們創(chuàng)造更多的工作時機(jī)。B.我認(rèn)為我們將來要給學(xué)生們更多時機(jī)。C.我認(rèn)為我們已經(jīng)給了學(xué)生們更多的工作時機(jī)。[答案]A34.Iwanttoleavealittleroominthebudget，justincase.A.我想在桶里留點地方，以備不時之需。B.我想在預(yù)算里留著空間，結(jié)果發(fā)生了意外。C.