1. The goal of customer service is to give customers an experience that meets their expectations. 2. Leave your customer with an unanswered question is unacceptable.
3. Both positive body language and negative body language are necessary in customer service. 4. Eye contact is one of the most important aspects of positive body language.
5. The underlined “going the extra mile to help them”in the last paragraph means “going a long way to help them”. 【答案】：F；T；F；T；F
43.—Could you be so kind as to turn down that rock meeting report. —______________. A. It's none of you business B. No, I don't think so C. Sure. Sorry to disturb you 【答案】：Sure. Sorry to disturb you
“n”roll? I'm preparing for tomorrow's
44.—Okay then, so to confirm: a 6% discount but you pay all the shipping and installation costs. —____________. I'll call you tomorrow. A. Sorry, it's not clear B. That sounds all right
C. Sorry, we didn't discuss about that 【答案】：That sounds all right
45.—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
【答案】：Ok, I think we've both have done our best for this
46.—Hello, this is Lucas Bowen. I'd like to order some machines. —___________. When do you need them? A. Sorry, I am busy B. No problem
C. No, you can do it online 【答案】：No problem
47.In business，whatever you do, do not ____ illegal benefit. A. chase B. choose C. challenge 【答案】：chase
48.To attract investors, the government has _____ its tax and labor laws. A. adapted B. applied C. adjusted 【答案】：adjusted
49.We can't manage that ____ you pay for the installation. A. if B. until C. unless 【答案】：unless
50.
完形填空：选择正确答案，补全文章（每题
10分）。
Another example is reading non-verbal communication.
read the non-verbal communication of another person can be a great asset in the
communication process. By being aware different signs and expressions
a person gives verbally and non-verbally, a negotiator can adjust his/her approach and the negotiation can go smoothly. If
, it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room. Being familiar with another person helps you to
the differences between verbal and non-verbal communication within the negotiation atmosphere.
【答案】：B. Being able to；A. of；B. that；C. possible；A. sense
51.—I'll be away on a business trip. Would you mind signing for my express delivery? —________________. A. have no time B. I'd rather not C. I'd be happy to 【答案】：I'd be happy to
52.At the same time, the negotiator keeps things secret ____ would limit his/her ability negotiate. A. who B. what C. that 【答案】：that
53.Their skill and ____ has got them on the sales team. A. laziness B. discourage C. enthusiasm 【答案】：enthusiasm
54.When the rest of the room ______ emotional, stay cool and use logic to negotiate and close. A. get B. gets
to C. got
【答案】：gets
55.
翻译：为句子选择正确的翻译（每题
10分）。
1. By understanding how non-verbal communication works, a negotiator must be able understand the information the other participants are giving out non-verbally.
A．通过理解非语言性交际如何起作用，谈判者一定能够理解其他参与者透露的非语言性信
息。
B．要理解非语言性交际如何运行，谈判者必须理解其他参与者给出的非语言性信息。C. 通过理解非语言性交际是如何工作的，谈判者必需能够理解其他参与者非语言性地给出的信息。
2. Look the person in the eye with honesty and respect. A．用诚实和尊敬看待这个人。B．诚实而尊敬地注视这个人。C．诚实并尊敬地用眼看这个人。
3. If possible, it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room.
A. 如果有可能，可以帮助谈判双方花时间一起在谈判室以外的舒适氛围中。
B. 如果有可能，让谈判双方花时间一起处于谈判室以外的舒适氛围，可能会有帮助的。C. 如果有可能，谈判双方花时间一起在谈判室以外的舒适的环境中，肯定会有帮助的。
4. This is because whoever controls the start of the negotiations tends to control where they end. A．这是因为无论哪一方掌控了谈判的开始，往往都会将谈判导致结束。B．这是因为无论谁曾经掌握了谈判的开始，趋势都会主导谈判的地点。C．这是因为无论谁控制了谈判的开始，谁往往就能掌控谈判的结果。5. The negotiation table can be loaded with agendas, egos and emotions. A．谈判桌承载着议事日程，自我意识和各种情绪。B．谈判桌负荷着议事日程，自尊心和不同情绪。C．谈判桌充满了议事日程，自我意识和情感。【答案】：A；B；B；C；A
to 56.—I am going to ask for a pay rise. —_________.
A. I don't think you are worth B. Let me pay for it
C. I think you may talk to your boss 【答案】：I think you may talk to your boss
57.—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 【答案】：Oh! I'm sorry to hear that
58.______ has good reputation will sooner or later be successful in his business. A. Whatever B. Whoever C. Whichever 【答案】：Whoever
59.—How was your trip to London, Jane? —___________. A. Oh, wonderful indeed B. By plane and by bus
C. The guide showed me the way 【答案】：Oh, wonderful indeed
60.
阅读理解：根据文章内容，判断正误（每题
10分）。
国开电大商务英语4单元自测1-8参考答案
