[2021年1月3938国开电大管理英语2试题及答案]

[2021年1月3938国开电大管理英语2试题及答案]

[2021年1月3938国开电大管理英语2试题及答案]

2021年1月3938国开电大管理英语2试题及答案 一、交际用语(每小题2分，共10分) 1-5题：选择正确的语句完成下列对话，并将答案序号写在答题纸上。

1.-How do you think of the theme of our event? -_______________ A.It＇s pretty good. B.I feel so sorry about that. C.I＇d like to have some tea. [答案]A 2.-Hello， is that service center?The elevator of our apartment doesn＇t work. -_______________ A.Oh，I don＇t know what＇s wrong with it. B.Sorry， I＇ll have it checked out at once. C.Ok，I see.Thank you. [答案]B 3.-Do you mind if I record your lecture? -_______Go ahead. A.Never mind. B.No，you＇d better not. C.Not at all. [答案]C 4.-_______________ -My name is Helen， and I was born in 1980.My major was electrical engineering. A. Tell me your name， please. B. B.Tell me a little bit about yourself， please. C. C.Tell me how old you are， please. [答案]B 5.-Hi， Helen， I＇ll have an interview tomorrow.I＇m afraid I can＇t make it. -_______________ A.Sure， you can.Take it easy. B.I＇m sorry to hear that. C.That＇s all right. [答案]A 二、词汇与结构(共计30分，每小题2分) 6-20题：阅读下面的句子，从A、B、C三个选项中选出一个能填入空白处的正确选项，并将答案序号写在答题纸上。

6. -Whose textbook is this? -It_________John＇s.It has his name on it. A. can＇t be B.must be C.might be [答案]B 7. These tips may help you avoid_________bad employees for your company. A. to hire B.hiring C.hire [答案]B 8. Customers_________refuse to filling the questionnaire are not permitted to buy the product. A.what B.which C.who [答案]C 9. I have coffee_________breakfast time. A. at B.in C.On

[答案]A 10. The heating system of our apartment broke down so I made a_________call to the community service center. A. discussion B.complaint C.Praise [答案]B 11. Where are you used to_________vegetables? A. buy B.bought C.Buying [答案]C 12. He says what he thinks and does what he wants to do，_________other people＇s feelings. A.according to B.regardless of B. because of [答案]B 13. We should take the degree_________account when we recruit a new secretary. A. with B.into C.Of [答案]B 14. At the end of the day， you want all attendees_________your event to remember this key message that you＇ve spent along time reinforcing. A. leave B.to leave C.Leaving [答案]C 15. Let＇s_________our plan， A. start B.started C.Starting [答案]A 16. I didn＇t do_________last week. A. nothing B.something C.Anything [答案]C 17. If I_________you，I_________more attention to the independent auditors’ report and financial statements in the annual report. A. was； shall pay B.am； will pay C.were；

would pay [答案]C 18. We feel_________， with the inconvenience the service center brought us. A. disappointed B.worried C.Surprised [答案]A 19. You must_________the annual certification of employment online within 15 days. A. submit B.omit C.Commit [答案]A 20. Look!_________ A.Here are the bus comes. B.Here comes the bus. C.The bus here come. [答案]B 三、阅读理解(共40分，每小题4分) 21-25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。

Passage l Angry customers tend to aim their dissatisfaction and complaints at 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 guidelines 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 the 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 express 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 and 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 on your way to succeeding in your career. 21.At whom do angry customers tend to aim their dissatisfaction and complaints? 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 customer alone C.keep calm and listen carefully to the customer [答案]C 23.The underlined sentence“Use your ears more than your mouth”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.