2021年1月3938管理英語(yǔ)2試題及答案

2021年1月3938管理英語(yǔ)2試題及答案20211月3938管理英語(yǔ)題及答案一交際用語(yǔ)共計(jì)10分，每小題215選擇正確的語(yǔ)句完成下面對(duì)話，并將答案序號(hào)寫在答題紙上。1.Goodmorning，SunshinemunityCenterMayIhelpyou-__________A.Idliketobookoneairticket.B.Imgladtointroducemyselftoyou.C.Ineedaplumbertorepairthewaterpipeinmykitchen.答C2.Howsyourmotherdoing-__________A.Sheisverywell.B.Sheisverykind.C.Sheisdoingshoppingnow.答案A3.-__________MynameisHelenandIwasbornin1980.Mymajorwaselectricalengineering.A.Tellmeyourname，please.B.Tellmealittlebitaboutyourselfplease.C.Tellmehowoldyouare，please.案B4.Anysuggestionsfortheproject-__________A.Ineedyouradviceonit.第1頁(yè)共11頁(yè)

B.Iadviseyoutoputmorehandsinthisproject.C.Thanksforyoursuggestions.答案B5.Hi，Illhaveaninterviewtomorrow.ImafraidIcantmakeit.-__________A.Sureyoucan.Takeiteasy.B.Imsorrytohearthat.C.Thatsallright.答案二詞匯與結(jié)構(gòu)共計(jì)分，每小題2分6-20閱讀下面的句子，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.Attheendoftheday，youwantallattendees_________youreventtorememberthiskeymessagethatyouvespentalongtimereinforeing.A.leaveB.toleaveC.leaving答C7.Heis_________thispany.A.inchargeofB.inthechargeofC.underthechargeof答案A第2頁(yè)共11頁(yè)

8.Hiringagoodemploymaycostmuchmoneyandtimeitcanwinmuchmoreforthepanyinfuture.A.whatsmoreB.atlastC.however答C9.Theyhavedisagreement_________theplanofcelebratingthefoundingofthemunity.A.onB.inC./答A10.Thequalityofquestionnairewill_________howmuchinationweknowfromourcustomers.A.effectB.affectC.take答案1.TheheatingsystemofourapartmentbrokedownsoImadeacall_________tothemunityservicecenter.A.discussionB.plaintC.praise答案第3頁(yè)共11頁(yè)

12.Itisonlybyagreeingwiththeirviewpointand_________thatyouwillresolvethesituationandsendthecustomerawayhappy.A.suggestingapossiblesolutionB.suggestapossiblesolutionC.suggestedapossiblesolution答案A13.Thenewyearisjust.A.incornerB.aroundthecornerC.outsidethecorner答案14.Look_________A.Herearethebuses.B.Hereesthebus.C.Thebusheree.答B(yǎng)15.Themusic_________likethesingingofabird.A.hearsB.listensC.sounds答案16.Americanyoungpeoplewouldrather，_________advicefromstrangers.A.getB.getting第4頁(yè)共11頁(yè)

C.got答案A17.一textbookisthis一Johns.Ithashisnameonit.A.cantbeB.mustbeC.mightbe答案18.Thesuccessofoureventis_________tothesponsor.A.relatedB.basedC.intended答案19.Themoreinationyoucangetyourfield.A.themorepetitivewillyoubeB.youwillbethemorepetitiveC.themorepetitiveyouwillbe答案C20.We_________itverymuchthatyouveetogiveusatimelyride.Otherwisewewouldmissthetrain.A.appreciateB.expectC.promise答A第5頁(yè)共11頁(yè)

三閱讀理解共計(jì)40分，每小題421題閱讀下列短文，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。lAngrycustomerstendtoaimtheirdissatisfactionandplaintsatstaffmembers.Ifthishappenstoyou，youshouldrememberthattheyareactuallyexpressingtheirdissatisfactionaboutthepanyandnotaboutyouasanindividual.Butifyouwishtobesuccessfulinanybusiness，thenyouhavetolearnhowtohandleangrycustomers.ListedbelowareafewguidelinestohelpyoudevelopyourownpersonalstrategyfordealingwithangrycustomersNeverargueback.Youmuststaycalmandaimtosatisfythecustomereveninthemostdifficultsituations.Itisonlybyagreeingwiththeirviewpointandsuggestingapossiblesolutionthatyouwillresolvethesituationandsendthecustomerawayhappy.Useyourearsmorethanyourmouth.Makesureyoulistenmorethanyouspeak.Bylisteningcarefully，youwillbeabletounderstandwhythecustomerisplaining，sothatsatisfactorystepscanbetaken.ShowthatyoucareUseeveryopportunitytoexpressyour第6頁(yè)共11頁(yè)

apologyandunderstanding.Youhavetoshowthatyouwilldoeverythingwithinyourpowertotryandresolvethesituation.Thisexhibitionofyourconcernwillwinthecustomerover.Therewillbeasignificantchangeintheirbehaviour.Controlyourangerandbepatient.Learntorelaxandcalmyourself.Havingpatiencewithyourcustomersandwithyourselfwillgoalongwayinwinningoverhostilecustomers.Theaboveguidelinesareveryusefulineverysituationinlifeandyoucansuccessfullytacklehostilecircumstancesbyfollowingthem.Ifyoufollowtheabovetips，youareonyourwaytosucceedinginyourcareer.21.AngrycustomerstendtoaimtheirdissatisfactionandplaintsatA.staffmembersB.panymanagersC.thosewhoacpanythem答案A22.WhenacustomershoutsrudelyatyouyoushouldA.arguebackandprotectyourselfB.keepquietandleavethecustomeraloneC.keepcalmandlistencarefullytothecustomer答案第7頁(yè)共11頁(yè)

23.TheunderlinedsentenceinParagraph3meansA.yourmouthisnotmoreimportantforyouthanyourears.B.youshouldlistenmorethanyouspeak.C.youshouldtalkmorethanyoulisten.答案B24.Whendealingwithanangrycustomer，isNOTtherightattitudeA.Beconcerned.B.Bepatient.C.Beamused.答案25.WhichofthefollowingstatementsistrueaccordingtothepassageA.Whenthecustomersplain，needntlistencarefully.B.Youneedntsaysorrytothoseangrycustomers.C.Youshouldrelaxyourselfandtrytounderstandtheangrycustomers.答案C26-30題請(qǐng)根據(jù)短文內(nèi)容判斷給出的語(yǔ)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。Crosstrainingistraininganemployeetodoadifferentpartoftheorganizationswork.TrainingworkerAtodothetaskthatworkerBdoesandtrainingBtodoAstaskis第8頁(yè)共11頁(yè)

crosstraining.Crosstrainingisgoodformanagersbecauseitprovidesmoreflexibilityinmanagingtheworkforcetogetthejobdone.Ontheotherhand，crosstraininghassomebenefitsfortheemployeesaswellItletsthemlearnnewskills，makesthemmorevaluable，keepsthemstimulatedandreducesworkerboredom.Crosstrainingcanbeusedinalmostanypositioninalmostanyindustry，Icrosstrainedsomeofmydesignengineerstogoonfieldinstallationtripsandgetfirsthandknowledgeofhowtheirdesignsworked，didntwork，inthefield，Cashierscanbetrainedtostockshelvesandstockerstrainedtocashier.Thisallowsyoutoquicklyopenadditionalregistersifthecustomerqueuegetstoolong.Asyoupreparecrosstrainingplans，youneedtoconsiderboththepanybenefitsandtheemployeebenefits.Carefullyselecttheemployeestobecrosstrained.Somepeopleliketolearnnewthings.Somearemorefortablestickingtowhattheyknow.Dontdecidewhichemployeesarereadyforachangebasedontheirageorperance.26.Crosstrainingistraininganemployeetodoadifferentjobinadifferentpany.答案F第9頁(yè)共11頁(yè)

27.Crosstrainingisbeneficialnotonlyformanagersbutalsoforemployees.答案T28.Crosstrainingcanapplytoalmostanypositionandalmostanyindustry.答T29.Whenyoupreparecrosstrainingplans，onlyconsiderationisthepanybenefits.答案F30.Youcandecidewhichemployeestobecrosstrainedaccordingto