《大学英语（2）》复习资料&答案
一、词汇与语法知识（从每小题的四个选择项中，选出最佳的一项。）
1. Are you sure you don‘t have ___Any____ advice to give me？I really need __some____.
A. any；any
B. some；any
C. any；some
D. any；some
2. When we saw his face，we knew ___the news____ was bad.
A. the news
B. some news
C. a news
D. news
3 .The number of students in our school ___has increased____.
A. increased
B. is increased
C. has increased
D. are increased
4. _____Watch___ your step，or you might fall into the water.
A. See
B. Watch
C. Miss
D. Look at
5. The meeting ___is to be put off____.
A. is to put off
B. is going to put off
C. is to be put off
D. will put off
6. Regular exercise can ___Protect______ you against heart disease.
A. fight
B. protect
C. keep
D. support
7. Over a hundred people expressed their worries, but Few were willing to help.
A. some
B. many
C. few
D. little
8. You can't do anything else until you Have finished your homework.
A. finished
B. will finish
C. have finished
D. had finished
9. First draw a line _across_the middle of the page. Then write a word in the space above the line.
A. across
B. over
C. between
D. within
10．The manager had Ms. Brunell __Show___ the new assistant around yesterday.
A. to show
B. showed
C. showing
D. show
11. Send for a doctor quickly. The man ___is dying______.
A. will die
B. is dying
C. dies
D. died
12. I enjoy listening to Miss White; my English teacher, ___ though ____，I can only understand about half of what she says.
A. when
B. because
C. if
D. though
13. The bag is very heavy. Come and lend me a hand, Will you ?
A. should you
B. do you
C. can you
D. will you
14. After working for two hours, I found ____it___ impossible to complete the paper in time.
A. me
B. this
C. that
D. it
15. It was very kind of you to clean the office, though you ___didn’t have to_____.
A. needn’t do
B. wouldn’t have
C. didn’t have to
D. mustn’t have done
16. The faster anything goes up into the sky, __ the higher it reaches ______.
A. it reaches the highest
B. it reaches the higher
C. the highest it reaches
D. the higher it reaches
17. Joe took his friends there by a shortcut, ___ which__ reduced the drive from 50 minutes to 15.
A. where
B. which
C. that
D. what
18. __Sitting__ there like that, you remind me of your father.
A. To sit
B. Being sitting
C. Sitting
D. Sit
19. He told me that the number of students to be admitted had not been decided on at that time.
A. had not been decided on
B. were not decided on
C. has not been decided on
D. are not decided on
20. Jack told his daughter that she could have ___ whatever _____ she wanted for Christmas.
A. which
B. whatever
C. that
D. whenever
21. Are you sure you don‘t have ___any__ advice to give me？I really need __some___.
A. any；any
B. some；any
C. any；some
D. any；some
22. When we saw his face，we knew ___the news____ was bad.
A. the news
B. some news
C. a news
D. news
23 .The number of students in our school ________.
A. increased
B. is increased
C. has increased
D. are increased
24. ____watch____ your step，or you might fall into the water.
A. See
B. Watch
C. Miss
D. Look at
25. The meeting ___is to be put off____.
A. is to put off
B. is going to put off
C. is to be put off
D. will put off
26. Since the road is wet this morning，last night _it must have rained__.
A. it must be raining
B. it must rain
C. it must have rained
D. it must have been rained
27. Nothing could stop ___ him from coming ____.
A. him come
B. that the came
C. him from coming
D. him to come
28. The noise of desks _ being opened and closed ____ could be heard out in the street.
A. opened and closed
B. to be opened and closed
C. being opened and closed
D. having been opened and closed
29. The medicine will __ do ___ you good.
A. do
B. save
C. give
D. help
30. A few years later，I found my hometown completely ___ changed ____.
A. changed
B. changing
C. to be changed
D. to change
31. This novel is worthy of __ being read _____.
A. reading
B. read
C. having read
D. being read
32. It is very kind __ as if ____ see me.
A. from you to
B. as
C. as if
D. like that
33. It looks __ as if _____ it‘s going to rain.
A. that
B. as
C. as if
D. like that
34 The stone was so heavy that it was difficult for the old man to __ lift ____ it.
A. lift
B. reach
C. rise
D. touch
35. They lives __ on ____ the other side of the road.
A. in
B. on
C. for
D. by
36. She can speak Japanese better than __ anyone ______else.
A. the one
B. no one
C. anyone
D. another
37. This lesson is ___ much easier ____ than the last one.
A. more easier
B. more easy
C. very easier
D. much easier
38. Today‘s weather isn’t as cold as it was yesterday，___ is it ____？
A. wasn‘t
B. is it
C. was it
D. isn’t it
39. This book is for students __ whose ____ native language is not English.
A. of whom
B. that
C. which
D. whose
40. You may not go out ___ until ____ your work is done.
A. before
B. until
C. where
D. as
二．完形填空。通读下面的短文，掌握其大意。然后，从每小题的四个选择项中选出可填入相应空白处的最佳选项。
It was the late spring of 1979, a hot Saturday afternoon. Hundreds of us sat together , side by side, in rows of wooden chairs on the main campus lawn (校园草坪). We wore blue robes (毕业生长袍). We listened carefully to long speeches . When the ceremony (典礼)was over _,we threw our caps in the air, and we were officially graduated from college.
After that, I found Morrie Schwartz, my favorite professor, and introduced him to my parents.He was a small man who took small steps, as if a strong wind could; at any time, blow him up
funniest joke on earth.
He told my parents how I took every class he taught. He told them, "You have a special boy here. He helped me a 1ot." Shy but pleased , I looked at my feet. Before we left, I handed Mr. Schwartz a present, a briefcase with his name on the front. I didn't want to forget him. And I didn't want him to forget me. He asked if I would keep in touch , and without hesitation (犹豫) I said, "Of course." When he turned around, I saw tears in his eyes.
1. A. along B. around C. beside D. together
2. A. took B. wore C. put on D. got in
3. A. lectures B. dialogues C. speeches D. reports
4. A. on B. up C. over D. away
5. A. lovely B. precious C. happy D. favorite
6. A. parents B. elder brother C. girl friend D. friends
7. A. strong B. north C. warm D. cold
8. A. beat B. pull C. blow D. wipe
9. A. made B. told C. played D. given
10. A. left B. reached C. missed D. took
11. A. special B. brave C. busy D. serious
12. A. astonished B. pleased C. disappointed D. nervous
13. A. handed B. sent C. delivered D. brought
14. A. While B. But C. And D. For
15. A. conversation B. mind C: company D. touch
I hand been sitting by myself in my usual compartment for at least ten minutes，waiting _ for the train to start The trains from Littlebury never seemed to start __ on time _ and I often thought that I could have _ lain __ in bed a little longer or had _ another _ cup of tea before
running towards the train. The man _ on duty _ put out his hand to stop her but she ran past him and opened the door of my compartment. Then the whistle blew and the train started.
“I nearly missed it，_ didn’t I_？”the girl said. “How long does it take to _ get to _ London？”
“It depends on the _ engine driver_.”I said. “Some days it‘”
“I‘ll have to have my watch mended，，”she said. “It’s my first day _ at job __ with a new firm today and they told me that the man _ which I’m going to work for _ is very strict. I __ haven’t met _ him yet so I don‘t know _ what he is like _ but he sounds a bit frightening.”
She talked about her new job _ on _ the way to London and before long，I realized that she was going to work for my firm. My __ own __ secretary had just left so I must be her new boss. _ It was _ only fair to tell her.
“Oh，dear，”she said. “_ What a terrible _ mistake！I wish I had known.”
“Never mind，”I said. “At least you‘ll know when your train’s late that mine will be，too.”（）16.A. the train to start B. for the train start
C. the train‘s start
D. for the train to start
（）17.A. on their hour B. on time C. at their hour D. at time
（）18.A. lain B. laid C. lied D. lay
（）19.A. other B. some other C. another D. one other
（）20.A. I had left the home B. leave from home C. leaving home D. to leave home （）21.A. at B. by C. in D. on
（）22.A. at place B. on duty C. for control D. in post
（）23.A. haven‘t I B. don’t I C. wasn‘t I D. didn’t I
（）24.A. get to B. arrive to C. reach to D. make to
（）25.A. driver to the engine B. driver engine
C. engineer‘s driver
D. engine driver
（）26.A. far slower that B. much slower than
C. a lot more slow than
D. a great deal more slow that
（）27.A. in order not be B. so as not to be C. for not being D. so that it‘s not （）28.A. at job B. in job C. in work D. at work
（）29.A. I‘m going to work for B. what I’m going to work for
C. for which I‘m going to work
D. which I’m going to work for
（）30.A. didn‘t meet B. haven’t met C. didn‘t know D. haven’t known （）31.A. what he is like B. what is he like C. how he is D. how is he
（）32.A. through B. by C. on D. in
（）33.A. proper B. own C. same D. self
（）34.A. There was B. That was C. It was D. Was
（）35.A. What a terrible B. What terrible C. How terrible D. So terrible a
三．阅读理解.
阅读下列短文，然后根据短文的内容从每小题的四个选择项牛选出最佳的一项。
A
After working long hours on her feet everyday in the operating, room, Taryn Rose knew a lot about foot pain. But unlike most of her colleagues(同事),she turned her pain into money. Today she is the boss of Taryn Rose International, a $528 million company that makes nice and comfortable shoes.
At the beginning, Rose realized the only thing that could stop her was fear of failure. "I could hear my friends and family saying, 'Why did you leave a good job?' If I failed, would I be okay facing them? And: they thought, 'So what? I can go back for further study in medicine.' I started to accept that it would be okay to say, 'I failed, but I tried. Once I was comfortable with that th6fight, the fear came to an end. I realized I feared regret more than failure. And after you turn to the path you choose, there is nothing acceptable but success"
Now, Rose has no regrets about leaving medicine. "What I'm doing is not all that different from what I was doing as a doctor. The goal is the same: to relieve (减轻) pain. A former professor told me: 'You're helping hundreds of thousands of women with your shoes. As a doctor, you would have helped only the few who went to your office. You're having a much greater effect.
Looking back, Rose admits she caught a couple of lucky breaks. "To me, luck is about being
prepared for those opportunities (机会) that come knocking. You have to have an open mind, the right skills and all your senses working to see what opportunities present themselves. Luck can open the door, but you still have to walk through it."
1. Before starting her shoe business, Taryn Rose was a doctor
A. nurse
B. worker
C. doctor
D. boss
2. Rose realized later regret was the most fearful for her to have or face in her job change.
A. failure
B. regret
C. family
D. colleagues
3. What did her former professor think about Rose and her new job?
A. She doesn't have to meet many people in her office.
B. Her new work is quite different from her old job.
C. She can now serve more people than before.
D. Her new work is much more difficult.
4. Which of the following can best explain the last sentence in the passage?
A. You have to do what you can after luck brings you opportunities.
B. You should open the door when opportunities come to you.
C: You have to be prepared for walking through the door.
D. You should open your eyes to see opportunities clearly.
B
Last fall was a first-of-its-kind season. I did not arrange (安排) any after-school classes for my children. No swimming. No music lessons. No play dates. Nothing.
Once they finished their homework, they were free to do what they pleased, but only one hour of TV. In the beginning, my sons, Ben, 11, and Nick, 9, were anxious about this sudden, unplanned freedom. I had to push them out of the door with a ball, a bike, and so on. "Play? I ordered.
I learned that this new plan takes time, patience and a lot of faith in the theory that having excellent grades isn't really important.
When my older kids, now in college and high school, were young, I brought in the rules of modern parenting. They are unspoken, but followed carefully. First, you must let your child have a variety of activities. After all, you never know where you'll find a genius (天才). Second, if the child shows the slightest talent (才能), the activity must be pushed with lessons, special coaching (辅导) and practice of several days a week. Every minute should be taken and every minute has a purpose.
That was really too much for my children.
Now with the new plan, we told stories, We listened to music. And' the. kids played with bikes, balls, and whatever was handy. Nobody kept score. In fact, the boys played outside so much that the lawn was worn down to the soil in places. They've made friends with those who come from all over the neighborhood to play games.
We like those peaceful evenings. Ben and Nick have a good time this fall, maybe that's because the time off has allowed us to enjoy each other's company;
5. What was new for the family last fall?
A. The children began to learn music when school was over.
B. The writer arranged no' extra lessons for the children.
C. The writer found no time to play with the sons.
D. The children had nothing to do after school.
6. At the beginning of that season the children
A. hated to spend more time on their homework
B. felt excited about making their own decisions
C. were pleased to have more freedom
D; were worried about the change
7. Acco rding to “modern parenting” discussed in Paragraph 4, parents should
A. make use of every minute to be with the children
B. provide coaching and practice for each, activity .
C. try extra means to find a child's real talent
D. know the rules but never talk about them
8. From the passage we learn that _________
A. children like story-telling more than bike-riding
B. parents should teach their children how to make a plan
C. children should have time to enjoy themselves after school
D. parents can enjoy their evenings when children play with others
C
A woman heads into a popular New York City coffee shop on a cold winter morning. Just ahead of her, a man drops a few papers. The woman pauses to help gather them. A clerk at a busy store
thanks a customer who has just bought something. "Enjoy", the young woman says, smiling widely. "Have a nice day." She sounds like she really means it. These are the common situations we may see every day.
However, in her best-selling book Talk to the Hand, Lynne Truss argues that common good manners such as saying "Excuse me" almost no longer exist. There are certainly plenty who would agree with her. According to one recent study, 70 percent of the U.S. adults (成人)said people are ruder now than they were 20 years ago.
Is it really true? We decided to find out if good manners are really hard to see. In this politeness study, reporters were sent to many cities in the world. They performed three experiments: "door tests" (would anyone hold the door open for them?); "paper drops" (who would help them gather a pile of "accidentally" dropped papers?); and "service tests" (which salesclerks would thank them for a purchase 购物)
In New York, 60 tests (20 of each type)were done. Along the way, the reporters met all types of people: men and women of different races, ages, professions (职业), and income levels. And guess what? In the end, four out of every five: people they met passed their politeness test, making New York the most polite city in the study.
9, What does Lynne Truss argue in Talk to the Hand?
A. People are not as polite as they used to.
B. "Excuse me" is not welcome nowadays.
C. Of all the adults in the US 70% are rude.
D. People don't care about manners any more.
10. What is TRUE about the politeness study discussed in the passage?
A. The study was reported in many cities of the world.
B. New York was the most suitable city for the experiment.
C. Sixty tests were designed to see if people are polite to each other.
D. Experiments were performed to see if common good manners exist.
11. What is found in the study?
A. More people passed the tests in New York than in any other cities.
B. Different kinds of people acted differently in the New York tests.
C. Four out of five people passed the politeness test in the study.
D. Many people in the experiment passed the tests by guessing.
D
Jimmy was five years old and his brother，Billy，was only a baby. One morning his mother waited for an important telephone call for hours，but nobody called. There was no bread in the house and she had to go out to buy some. Jimmy stayed at home to look after the baby. When the mother was out，the telephone rang and Jimmy answered.
Mr. Baker：Hello！May I speak to Mrs. White？
Jimmy：Sorry，Mother is out.
Mr. Baker：Well，when she comes back，say to her，“Mr. Baker called.”
Jimmy：What？
Mr. Baker：Mr. Baker. Write it down. B-A-K-E-R.
Jimmy：How do you write B？
Mr. Baker：How do I write…？Listen，little boy，is there anybody else with you？Any brothers or sisters？
Jimmy：Yes，my brother Billy is here.
Mr. Baker：Good. I want to talk to him，please.
Jimmy：All right. Jimmy took the telephone to the baby‘s bed and put it beside its head. Not long after that his mother came back.
Mother：Did anybody call？
Jimmy：Yes， a man called. But he only wanted to talk to Billy.
12. Jimmy‘s mother waited for ___ a telephone call ___.
A. an important man
B. a good friend
C. a telephone call
D. a piece of good news
13. Jimmy‘s mother went out because ________.
A. she waited for hours
B. nobody called
C. she had to buy some bread
D. she had to buy some milk
14. Jimmy couldn‘t write down Mr. Baker’s name because ________.
A. he had no pen or paper
B. he couldn‘t read or write
C. he had to look after the baby
D. he had to play with his brother
15. Mr. Baker wanted to talk to ________.
A. a child older than Jimmy
B. a child younger than Jimmy
C. Jimmy‘s brother Billy
D. Jimmy’s sister Betty
F
The cowboy is the hero of many movies. He is，even today，a symbol of courage and adventure. But what was the life of the cowboy really like？
The cowboy‘s job is clear from the word “cowboy”。Cowboys were men who took care of cows and other cattle. The cattle were in the West and in Texas. People in the cities of the East wanted beef from these cattle. Trains could take the cattle east. But first the cattle had to get to the trains. Part of th e cowboy’s job was to take the cattle hundreds of miles to the railroad towns.
The trips were called cattle drives. A cattle drive usually took several months. Cowboys rode for sixteen hours a day. Because they rode so much，each cowboy brought along about eight horses. A cowboy changed horses several times each day.
The cowboys had to make sure that the cattle arrived safely. Before starting on a drive，the cowboys branded the cattle. They burned a make on the cattle to show who they belonged to. But these marks didn‘t stop rustlers，or cattle thieves. Cowboys had to protect the cattle from rustlers. Rustlers made the dangerous trip even more dangerous.
Even though their work was very difficult and dangerous，cowboys did not earn much money. They were paid bally. Yet cowboys liked their way of life. They lived in a wild and open country. They lived a life of adventure and freedom.
16. The cowboy‘s job was ________.
A. to be a hero
B. to take care of cattle
C. to be a rustler
D. to be a driver
17. Cowboys ________.
A. made a lot of money
B. had a difficult job
C. did not like their way of life
D. were rich
18. When you do something new exciting，you have ________.
A. a symbol
B. an adventure
C. a job
D. a trip
19. The cowboy was the most important person in the movie. He was the ________.
A. chief
B. rustler
C. hero
D. president
G
Uncle Sam is a tall，thin man. He‘s an older man with white hair and a white beard. He often wears a tall hat，a bow tie，and the stars and stripes of the American flag.
Who is this strange，looking man？Would you believe that Uncle Sam is the US government？But why do you call the US government Uncle Sam？
During the War of 1812，the US government hired meat packers to provide meat to the army. One of these meat packers was a man named Samuel Wilson. Samuel was a friendly and fair man. Everyone liked him and called him Uncle Sam.
Sam Wilson stamped the boxes of meat for the army with a large US for United States. Some government inspectors came to look over Sam‘s company. They asked a worker what the US on the boxes stood for. As a joke，the worker answered that these letters stood for the name of his boss，Uncle Sam.
The joke spread，and soldiers began saying that their food came from Uncle Sam. Before long，people called all things that came from the government “Uncle Sam‘s”，“Uncle Sam”became a nickname for the US government.
Soon there were drawings and cartoons of Uncle Sam in newspapers. In these early pictures，Uncle Sam was a young man. He wore stars and stripes，but his hair was dark and he had not a beard. The beard was added when Abraham Lincoln was President. President Lincoln had a beard.
The most famous picture of Uncle Sam is on a poster from World War I. The government needed men to fight in the war. In the poster，a very serious Uncle Sam points his finger and says “I want YOU for the US Army.”
20. “Uncle Sam”became a ________ for the US government.
A. boss
B. nickname
C. picture
D. businessmen
21. Uncle Sam often wears tall hat，________ and the stars and stripes of the American flag.
A. dark hair
B. a bow tie
C. a box
D. a shirt
22. Government inspectors came to ________ Sam‘s meat-packing company.
A. ask
B. stand for
C. look over
D. see
23. In the drawing and cartoons of Uncle Sam ________.
A. he wore the stars and stripes
B. the never had a beard
C. he had no hair
D. he wore a bow tie
四．书面表达.
(1)假设你是李明，在本市主要商业区的一家银行找到工作后，给Jack发电子邮件，告诉他：1．下周搬到牛津大道(Oxford Street)14号城市花园3-12室居住，该地靠近银行：
2．虽然离Jack家远了，但仍会像过去一样常去拜访他们；
3。欢迎Jack前往新家作客，电话为7635089。
注意：词数应为100左右。
Hi, Jack,
I’ve got a new job at a bank in the main business area of the city. I’m moving to C-AB City Garden, AD Oxford Street next week. It’s quite close to the bank. I’ve almost finished packing and hopefully the move will go smoothly. Though my new home is about an hour’s drive from your place, I’m sure I’ll have time to visit you and your family often, as I did in the past years. You are welcome to visit my new home anytime at weekends. Call me at 7635089 and let me know how you’redoing.
sincerely yours,
Li Ming
(2)提示：假设你是丽娜，光明中学的学生，你给你的好友小华写信讲述你的美国之行。内容包括：先去了纽约，看到许多摩天大楼，但看不到世贸大厦了；两天后去了洛杉矶（Los Angeles），参观了好莱坞，游了迪斯尼乐园；还去了内华达（Nevada）的里诺（Reno），游了风景优美的大沪（Dahu）湖；
注意：（1）不要逐字翻译，叙述要连贯；
（2）写信人的地址可自编；
（3）词数为100左右。
一.
Dear Xiaohua:
How are you recently?I have a good journey in America.
I went to NewYork firstly and saw many skyscapers but I had no chance to see the World Trade center.I went to los angeles after 2 days and I visited Hollywood and played in Disnayland.
And I also visited Reno of Nevada,I saw a very beautiful river----Dahu.
二.
Last year I went on a homestay to the United States. I lived with the Johnson family in Los Angeles. When I was there, I went to Disny Amusement Part. At first, speaking English every day was very hard. I was homesick. But then I started to enjoy my journey. I also went to Nevada and Ren. There was a big lake, named Dahu. My trip was very fun. I liked living with many students. Now I'm back home. I often metion this trip. I hope I can travel to America again.
精心整理 大学英语（一） 行政班级分级班级姓名学号 C. A measuring system. D. A control system. 2. A. Car prices. B. Car services.
C. The company’s business. D. The company’s culture. 3. A. It’s easy to do. B. It’s challenging. dialogue, there are some recorded questions. Both the conversations and questions will be spoken two times. Conversation 1
6. A. Breakfast. B. Dinner. C. A 5 dollar gift card. D. Bus service to the airport. 10. A. Make an appointment with her. B. Talk with her about a new order.
C. Send her an email about the shipment. D. Call her back when receiving the shipment. Directions: This part is to test your ability to construct grammatically correct sentences. It consists of 2 sections.
2017—2018学年度第二学期一年级期末英语试卷 题号一二三四五六七总分 得分 听力部分（60分） 一、请仔细听录音,选择你听到的图片。（2×10＝20分） （）1A. B. （）2、A. B.（）3. A. B.（） 4.A. B.
（）5A. B.（）6 .A. B. （）7.A. B. （）8.A. B. （）9.A. B. （）
10.A. B. 二、听录音判断下列图片是否正确，正确的用√不正确的用×表示 （4×5＝20分） （）1．（）2. （）3.（）4 .（）5. 三、听录音，编序号。（4×5＝20分） （）（）（）（）（） 笔试部分（40分） 四、看图片，找出相应的单词在括号里写序号。（2×5＝10分） 1．tea 2. vegetables 3. eggs 4.water 5. rice （）（）（）（）（） 五、看图，选择正确的答案。（2×5＝10分） ( ) 1 A. I want fish . B. I like train. ( ) 2. A. Can I have a ball? B.Can I have a car? ( )3. A. I like eggs. B .I like juice? ( ) 4. A. What’s in the schoolbag? B. What’s on the desk? ( ) 5. A. I like your red dress.B. I like your green T-shirt.
六、根据情景问答。（2×5=10分） 1、当你想表达：“在门的后面是什么?”怎么说( ) A. What's behind the door? B .What's under the desk? 2、当你想对别人表示感谢，可以说Thanks ,还可以说（） A .Thank you. B .Here you are. 3、当你想表达：“我饿了。我想要米饭和蔬菜。”怎么说( ) A .I'm hungry. I want rice and vegetables. B .I'm thirsty. I want rice and fish. 4、“Do you like fish？”表达的是什么意思?( ) A.你喜欢鱼吗？ B.我喜欢鱼。 5、当你问妈妈索要玩具时，妈妈答应给你购买时，妈妈会说（） A .Sure. Here your are. B .Sorry, no. 七、正确抄写以下字母。（1×10=10分） 八、I can sing “A B C”.
什么是服务营销? 服务作为一种营销组合要素，真正引起人们重视的是本世纪80年代后期，这时期，由于科学技术的进步和社会生产力的显著提高，产业升级和生产的专业化发展日益加速，一方面使产品的服务含量，即产品的服务密集度日益增大。另一方面，随着劳动生产率的提高，市场转向买方市场，消费者随着收人水平提高，他们的消费需求也逐渐发生变化，需求层次也相应提高，并向多样化方向拓展。 服务营销是企业在充分认识满足消费者需求的前提下，为充分满足消费者需要在营销过程中所采取的一系列活动。它起因于企业对消费者需求的深刻认识，是企业市场营销观的质的飞跃。随着社会分工的发展，科学技术的进步以及人们生活水平和质量的提高，服务营销在企业营销管理中的地位和作用也日益重要。 一、服务产品与实物产品的差异 与实物产品比较，服务产品具有不可感知性、不可分离性、差异性、不可储存性和所有权缺位等特征，服务产品的特征决定了企业服务营销具有以下不同于实物产品营销的种种特点： ①服务营销以提供无形服务为目标。 ②服务的不可分离性决定了服务产品的消费与服务产品的提供是同时进行的，也就是服务的消费者要直接参与服务的生产过程，并与服务提供者密切配合。
③服务的差异性导致同一服务者提供的同种服务会因其精力和心情状态等不同而有较大的差异，同时消费者对服务本身的要求也参差不齐，这就使得服务营销工作稳定性差。 ④由于大多数服务的无形性以及生产与消费的同时进行，从而决产品供需在时空上分布不平衡的问题，调节供需矛盾，实现供需平衡。 ⑤服务的所有权缺位特征决定了在服务的生产和消费过程中不涉及任何实体的所有权转移。’ 二、服务营销的管理 为了有效地利用服务营销实现企业竞争的目的，企业应针对自己固有的特点注重服务市场的细分、服务差异化、有形化、标准化以及服务品牌、公关等问题的研究，以制定和实施科学的服务营销战略，保证企业竞争目标的实现。为此，企业在开展服务营销活动、增强其竞争优势时应注意研究以下问题： 1．服务市场细分 任何一种服务市场都有为数众多、分布广泛的服务需求者，由于影响人们需求的因素是多种多样的，服务需求具有明显的个性化和多样化特征。任何一个企业，无论其能力多大，都无法全面满足不同市场服务需求，都不可能对所有的服务购买者提供有效的服务。因此，每个企业在实施其服务营销战略时都需要把其服务市场或对象进行细分，在市场细分的基础上选定自己服务的目标市场，有针对性地开展营销组合策略，才能取得良好的营销效益。 2．服务的差异化 服务差异化是服务企业面对较强的竞争对手而在服务内容、服务渠道和服务形象等方面采取有别于竞争对手而又突出自己特征，以战胜竞争对手，在服务市场立住脚跟的一种做法。
大学英语专业精读1 期末考试卷 I. Word formation （40%） A. Give the corresponding nouns for the following verbs.给出下列动词的相应名词形式。（10%） 1. discover 2.depend 3.amaze 4.add 5.display 6.renew 7.suppose 8.treat 9.addict 10.accelerate B. Give the corresponding nouns for the following adjectives. （10%） 1.weak 2. angry 3. free 4. quick 5. clear 6. long 7.wide 8. sad 9.happy 10. moderate C. Give the corresponding verbs for the following nouns. （10%） 1. gardening 2. failure 3. fertilizer 4. enduring 5. mixture 6.liberation 7.alternative 8.result 9.satisfaction 10.requirement D. Give the corresponding synonyms for the following words and expressions. （10%） 1.barely 2. chilly 3. now and then 4. many 5. clever 6. turn up 7. keen 8. club 9.handsome 10.sensible II. Translate the Chinese into English. （30%） 1. We’ll stick by you___________________________________________（无论发生什么事）. 2. Keep in touch with your cultural roots, ___________________(无论你在世界何地). 3.We’ll bring the hostage home,___________________________（无论有多困难）. 4. I feel that you young people should understand____________________（生活中总是充满着机遇和挑战）. 5. When she learned____________________（她已经被那所大学录取）, she almost jumped for joy. 6.You must admit_________________________（所有这一切都表明我们的努力没有白费）. 7.He was running a great risk when he insisted_________________________________（地球是绕着太阳转的）. 8. The visitors were greatly impressed by________________________（这个村子过去30年所取得的成就）. 9. First-year college students are generally not clear about______________________________（他们应该从大学获取什么）. 10._____________________________（农民最想得到的东西）is just one thing. It is land. III. Translate the following sentences into English. （30%） 1. 我们现在缺少人手，你来得正好。 2. 已经有好几个同学在考虑竞选学生会主席。 3. 她警告我不要和那种追求个人名利的人交往。 4.多年来我们学校培养了很多学生，大多数都在各个部门重要岗位任职。 5. 她原以为哲学是非常枯燥的东西，可后来方发现它非常有意思。 6.他父亲刚过五十，可头发已经灰白了。不过，除此以外，他没事。 7.这里的老师和学生都认为学英语没有什么捷径。 8.我知道放弃这个机会十分愚蠢，但我别无选择。 9.有一天，那座新楼突然倒塌，楼里很多人都被埋了。 10.一种长久的友好关系要求双方都十分真诚。
案例分析 例题一：老王是某市烟草公司的核心客户。春节前，该市公司客户经理 小李到老王店里进行常规拜访。一进门，老王就对小李说：“小李，我告诉你一件事情啊，隔壁一家烟杂店的烟昨天晚上被小偷清空了，一下损失了三万元呢！春节到了，偷抢拐骗的事太多啦，真让人担心。另外，最近找我预订卷烟的人非常多，烟经常脱销，你是否能帮我多申请增加一下量？” 小李回答说：“你的情况我了争，我会帮助您申请的。” 老王听后感激地说：“谢谢你，你也知道，我老婆已卧床三年了，不仅需要照顾，而且医药费也是一笔不小的开支，我就靠卖烟来支撑这个家，还请你多多关照。” 小李说：“你的情我非常理解，我会尽我的全力来帮助你的。” 老王连连道谢：“小李啊，以后还希望你把公司最近的货源信息及其他信息及时告知我，我会配合公司做好工作，对了，我发现隔壁的城乡烟杂店最近外渠道进货比较多，很影响我生意，希望你们能落实一下。” 请指出来本案例零售客户具体有哪些需求。 答案要点：这个拜访案例中，零售客户老王表现出了五方面需求：安全需求，利润需求，服务需求，情感需求，成长需求。 １、安全需求：老王重点关注的是资金安全，卷烟偷盗与调包和经营安全。
２、利润需求：老王重点提出在春节期间卷烟增量，以增加经营利润。 ３、服务需求：老王希望小李能及时传达烟草公司的相关政策信息，提供更为全面周到的信息服务。 ４、情感需求：老王向小李介绍其爱人的情况，希望赢得客户经理及烟草公司的情感认同和心理安慰。 ５、成长需求：老王十分关注周边烟杂店的经营情况，希望通过处理外渠道进货来净化卷烟环境，帮助自己经营成 长。 例题二：兴旺烟酒店位于繁华地段的十字路口，人流量较大，店面的装 潢、布置和陈列都严格按照公司要求，比较规范，销售情况一直很好。 某日，客户经理小王在信息系统中发现兴旺烟酒店近一个月来销售额直线下降，而同区域的其他客户却未发生这样的事情。小王仔细核查了该店的进销存数据，发现近期销售量明显减少。 于是小王在拜访时，就向老板询问：“李老板，我过来的时候看到你隔壁又开了家店，我之前查看了你的进销存数据，卷烟存销比较高，是不是它的开张导致你的卷烟滞销了？” 李老板说：“王经理，隔壁那家新开店是没有烟草专卖证的，抢了我很多客户。我原本店里的烟都不够卖，现在很多烟却卖不出去了，我也很发愁”
小学一年级英语期末测试（人教版） 听力部分 一、 听录音，给下列图片标序号。（20分） ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) ( ) 二、听录音，给下列句子排序号。（20分） （1） （ ）Hello. （你好！） ( ) What ’s your name? （你叫什么名字？） （ ）I ’m Miss Wu. （我是吴老师。） ( ) Good morning! (早上好！) （ ）My name is Bill. （我叫比尔。） （2）
（）It’s yellow. （黄色。) （）Oh, a bird! （噢，一只鸟！） （）A dog! （一条狗！） ( ) What colour is it? （它是什么颜色？） （）It’s black. （黑色。） 三、听录音，选出你所听到的句子，在括号内打“√”。 （20分） 1. A. I have a book.（我有一本书。）( ) B. I have a ruler.（我有一把尺子。）( ) 2. A. It’s a bird. （是只鸟。）( ) B. I t’s yellow. （是黄色。）( ) 3. A. Good morning.（早上好。）( ) B. Goodbye! （再见！) ( ) 4. A. Stand up! （起立！）( ) B. Sit down, please. （请坐下。）( ) 5. A. Touch your ear. （摸你的耳朵。）( ) B. This is my nose. （这是我的鼻子。）( ) 6. A. Good afternoon. （下午好。）( ) B. Bye. （再见！）( ) 7. A. Show me your pencil. （出示你的铅笔。）( ) B. I have a pencil. （我有一只铅笔。）( ) 8. A. Act like a monkey. （模仿猴子动作。）( ) B. It’s a tiger. ( 是只老虎。) ( ) 9. A. Show me five. （出示“5”。）( ) B. Show me six. （出示“6”。）( ) 10. A. Yes, I do. （是的，我喜欢。）( ) B. No, I don’t. ( 不，我不喜欢。) ( ) 四、听录音，选择最恰当的答句，在括号内打“√”。（20分） 1. Good morning!（早上好！）( ) Goodbye! （再见！) ( ) 2. This is my mouth. （这是我的嘴。）( ) This is my nose. ( 这是我的鼻子。) ( ) 3. This is my eye. （这是我的眼睛。）( ) Hi! I’m Lily. （你好，我是莉莉。）( ) 4. I’m Billy. （我是比尔。）( ) It’s a cat. (是小猫。) ( )
一服务营销与服务营销3 -------------------------------------------------------------------------------- （四）服务营销学与市场营销学 1、服务营销学的研究视角 服务营销学把服务业的市场营销活动和实物产品市场营销活动中的服务作为研究对象。服务与实物产品本来是相伴而生的，起初并无严格界限，正如斯密所讲：“没有任何评判标准能够明确地分开这两种产业（产品和服务）。”产品和服务之间存在着向两端进展的连续谱系关系，如图1-3。 从本质上看，产品和服务差不多上提供满足和利益，产品和服务差不多上“产品”，正像商品和货币差不多上商品一样。从营销的视角看，消费者购买的商品和服务，都具有实体性和非实体性两种成分。只只是购买商品时，实体成分占主导地位；购买服务，则以非实体占
要紧成分。服务业显现的特点以及在市场销售中的客体地位，只是讲明在服务产品的名称下对非实体属性的偏重。服务是产品，但又不同于一样产品而是专门产品，产品营销与服务营销之间并没有不可逾越的鸿沟，不存在本质上的差异，但存在着营销领域、程度和重心上的不同。 服务营销学从两个角度切入：一是研究服务业的整体市场营销活动；二是实物产品市场营销活动中的服务。 实物产品市场营销中的服务亦是服务营销学所关注的对象。服务已成为实物产品市场竞争的重要手段，而且它提供了形成产品附加价值和庞大竞争优势的潜力。实物产品市场营销活动中的服务同样是十分宽泛的，包括： ●延期付款或提早交付订金； ●租赁服务系统； ●技术培训、营销案例、治理培训； ●商务谈判、合同签订；
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▆■■■■■■■■■■■■ —__________C A. Yes, I am . B. No, I don’t. C. No, I’ve never been there. D. Certainly, I went there. 三、语法与词汇：30%(答案必须填在答卷表格里,否则不得分) 1. We all believe that computer ______ smaller and smaller in the coming years.C A. can be become B. will be got C. will be changed D. can turn 2. He ___________________ not to leave waste paper in public places any more.B A. warns B. warned C. is warned D. was warned 3. That factory _________ nearly 50 years ago. A. has been built B. had built C. was built D. has built 4. Don’t worry. Everything will _____________ in time. A. be finished B. finish C. finished D. be finishing 5. Her application for the position _______________ by the boss. A. was refused B. was refusing C. refused D. is refusing 6. He__________ the Communist Party_____________2002.D A. has joined, in B. has joined, since C. joined, on D. joined, in 7. Jack_________ in the street when I_________ on him.D A. walked…called B. was walking …was calling C. walked … was calling D. was walking …called 8. “Where is Mary?” “She__________ to school.”C A. will go B. has been C. has gone D. went 9. This time last year I___________ my holiday in the countryside.B A. have B. was having C. am having D. have had 10. I’m sorry that I__________ you had been there already.B A. won’t know B. didn’t know C. don’t know D. haven’t known 11. By the end of 2020 China _____________ much stronger and richer.D A. will become B. would become C. is becoming D. will have become 12. It _______________ years since I last saw you.D A. was B. is C. will be D. has been 13. I __________ my homework now.C A. finish B. finished C. have finished D. had finished 14. The room _____________ often cleaned by the worker.D A. has B. will be C. was D. is 15. The railway ______________ in three years.D A. is complete B. will completed C. has completed D. will be completed 四．英译汉：30% Drinking habits vary widely among Americans. Some families never serve any drinks, others have them before dinner, or perhaps after dinner. You are more likely to be offered a cocktail before dinner than wine with the meal. If you do not get used to American cocktails, you can ask for something else. Moreover, drinks may be poured over ice. （翻译答案必须填写在第1页答卷上，不要在此处答题，否则不得分）
长春职业技术学院 学习情境教学设计（26 ） 项目名称指导教师项目地点海底捞服务营销案例 分析 多媒体教室 学时 2 学生人数 教学方法案例法，讲授法 所需设备黑板、多媒体 通过海底捞的案例分析，学生能够理解企业服务营销的具体内容，了解企业服务营销策划的技巧。 项目描述 教学过程设计 教学过程设计 步骤一：提问（5 分钟） 1.企业营业推广策划的内容。 步骤二：讲授新课（ 83 分钟） 能力目标：运用服务营销策划的基本知识，分析企业的市场营销策划的具体方案。 相关知识：服务营销的内容，服务营销策略。 案例：海底捞案例分析—————————————————————————————————————————— 在过去几年里，“海底捞”是餐饮界异军突起的一匹“黑马” ，以服务立业的“海底捞”吸 引了众多媒体的关注。 2009 年，黄铁鹰主笔的“海底捞的管理智慧”成为《哈佛商业评论》中文 版进入 中国 8 年来影响最大的案例，一夜之间，几乎中国所有的商学院都开始讲授“海底捞”的成功密码。 为什么“海底捞”得以成为中国餐饮业的新生力量？它靠什么招数赢得“见多食广”的首都食 客的青睐？为什么一句把员工当家人对待成为“海底捞”的成功要诀？黄铁鹰认为，“海底捞”你学 不会，行业的管理者们是否能从中“捞”出点“真经”？本期的“管理·智慧”栏目将剖析 “海底捞”管理点滴，希望与您一起“捞”起“海底捞”的成功宝典。 “海底捞”——“服务”无处不在 “服务无处不在。”这是一位酷爱火锅的食客描述在“海底捞”的就餐过程： 从停车场开始，我就进入了“海底捞”的气场，佩戴规范的保安敬礼致意，态度细心地为客人 停车。走出大厦迎接客人的服务员小姐，带着纯朴而热情的笑容，将我送往电梯； 等位不要紧，在等待区，热心的服务人员早就为我送上了西瓜、橙子、苹果、花生、炸虾片等各式 小吃，还有豆浆、柠檬水、薄荷水等饮料（都是无限量免费提供），周围在排队的人们，有的在享受棋牌，有的“上网冲浪” ，还有的享受店家提供的免费擦鞋服务，等待区还专门为女士提供了修甲——也是免费的； 点菜时，服务员是热情得不得了，除了详细介绍特色菜，还主动提醒我，各式食材都可以点半 份，这样菜色比较丰富。那天因为请朋友吃饭一高兴，菜就点多了，服务员马上就温柔地提醒我说：“菜量已经够了，再多会浪费”； 吃饭的过程中，这位贴心的服务员一共为我换了 4 套热毛巾，此外，还帮我把手机装到小塑料 袋以防进水，为长头发的朋友提供了橡皮筋和小发夹，还为戴眼镜的朋友送来了擦镜布；在洗 手间，有两名服务员“伺候”客人洗手，这边为你递上热毛巾，那边护手霜已经为你准备好； 最让人舒服
一年级英语期末测试卷 听力（40分） 一、听音，根据录音内容给下面的图片排序。（12分） ( ) ( ) ( ) . （）（）（） 二、听音判断（8分） 1.The lion is big. ( ) 2.This boy is thin.( ) 3.Let’s play ping-pong.( ) 4.This snake is short.( ) 三、听一听，勾一勾。（8分） 1）
2） 3） 4） 四. Listen and match听音连线.（12分） 1. These are my A. 2. This is my B. 3. These are your C. 4. This is your D. 5. These are my E. 6. This is your F.
笔试（60分） I. Read and choose. （读与选择）请把正确答案的序号填入题前括号内。(12分) （）1. father A. 父亲 B. 母亲 C. 爷爷（）2. cow A. 连衣裙 B. 奶牛 C. 毛衣（）3. eye A. 嘴巴 B. 手 C.眼睛（）4. swimming A..游泳 B. 黄色 C.橙色（）5. tall A. 矮的 B. 高的 C.牛奶（）6.elephant A.老虎 B.大象 C.熊猫 二、Match the words and the body parts.功夫熊猫来了，我们把它身体各部位与对应的单词连起来吧！（12分） 1 head 4 ear 2 nose 3 foot 6 eye 三、根据句子意思，在图片的括号内打“√“”╳”（6分） This is an eye. ( ) This is a cow. ( ) This is a pig. ( ) She is a teacher.( ) She is my grandpa. ( ) I like basketball. ( ) 5 mouth
服务营销 第一章服务导论 服务经济（概念）：相对于农业经济和工业经济而言的，是服务活动主导经济活动类型的人类社会经济发展阶段，是一国以农产品和工业产品为主转向服务产品生产为主的经济类型。 1.农业经济社会（前工业化社会，主导活动是农业生产） 2.工业社经济社会（工业社会，主导活动是物资产品的生产，关注的焦点是降低成本，提高产量） 3.服务经济社会（后工业化社会，主导活动是服务产品的生产） 配第-克拉克定理（概念）：随着经济的发展和人均国民收入水平的提高，劳动力首先由第一产业向第二产业移动，当人均国民收入水平进一步提高时，劳动力便向第三产业移动。
第一层次：货币型经济活动部门 上层主要是实现生产、销售、消费等活动的私人经济活动部门， 下层主要是属于基础建设投资等的公共经济活动部门 第二层次：平衡与稳定社会及家庭关系的社会协同对抗经济 第三层次：人类赖以生存的生态环境。 结论：经济的发展是建立在各种活动协调发展的系统之上的，GDP的增长必须依靠非货币型部门的社会协同对抗经济和自然生存的有力支撑。这就像裱花奶油蛋糕一样，没有下面蛋糕的依托，裱花奶油是不成立的。 社会经济结构与都市动能： 货币型活动领域：（Ⅰ）GDP（私人经济活动），（Ⅱ）GDP（公共经济活动）（“市”——市场活动或经济活动）；非货币型活动领域：（Ⅲ）社会协同对抗经济活动，（Ⅳ）生态环境或生活环境（“都”——政治、文化、历史沉淀、生态环境、生活环境等）。 服务营销的兴起和发展： （一）萌芽阶段 1.20世纪50年代至80年代，研究重点：服务的概念、服务的特征、服务营销与产品营销的区别。 2.美国学者拉思梅尔首先开始研究服务的概念，对无形服务和有形产品进行区分，提出要以非传统的方法研究服务营销问题。 3.以伦纳德.L.贝瑞、贝特森为代表的学者陆续对服务的特征进行归纳和总结，概括了服务的四个特征：无形性、生产与消费的不可分离性、差异性和不可储存性。 4.林恩-萧斯塔克.G.林恩论证服务营销不同于产品营销 5.1980年，贝瑞的《服务营销的独特性》，服务营销学科的成立。 （二）探索阶段 1.20世纪80年代初到80年代中期。研究重点：丰富服务营销的内容，为服务营销理论体系的建立和完善奠定了基础，这一时期的研究和理论贡献，具有承前启后的作用，巩固了服务营销学科的独立地位。 2.洛夫洛克1983年发表的《将服务分类，以战略性营销见解》中提出了五种服
《大学英语1》期末考试综合复习资料 I. Use of English(20%)—交际英语，共10道选择题，每题2分，共20 分。 II.Reading Comprehension (40%)—阅读理解，4篇文章，共20道选择题，每题2分，共40分。 III.Vocabulary and Structure(30%)—词汇与语法，共30道选择题，每题1分，共30分。 IV.Cloze Test (10%)—完形填空，共10道选择题，每题1分，共10分 I. Use of English (10×2) Directions:In this part there are 10 incomplete dialogues. For each dialogue there are four choices marked A, B, C and D. Choose the ONE answer that best completes the dialogue. Then mark the corresponding letter on the Answer Sheet with a single line through the center. 1. —Excuse me, could you please tell me how to get to the railway station? —____________ A. No, I couldn’t. B. Sorry, I don’t know. I’m new here. C. I couldn’t tell you. D. You can’t ask me. 2. — What day is today? — _____________. A. Today is March 24. B. Today is not bad. C. Today is sunny D. Today is Saturday 3. —How do you do? Glad to see you. — _________________________ A. How are you? Me too. B. How do you do? Glad to meet you. C. I am fine, thank you. And you? D. Nice, how are you? 4. —I’m sorry. Bob’s not in his office. — _________ A. Can you take a message for me? B. Are you sure for that? C. Would you like to leave a message? D. Can you phone me?
一年级英语上学期期末考试卷 班级姓名 小朋友，紧张的复习已经结束了，下面我们来比比看，谁的收获最大。 听力部分 一、听音排序。14分 （）（）（）（）（）（）（） 二、听音，把单词和图片连线。12分 1、book 2、monkey 3、dog 4、panda 5、cat 6、duck 三、听音判断正误。打√或×。12分 1、2、3、 （）( ) ( )
4、5、6、 （）( ) ( ) 四、听音，判断下列句子对错。10分 1. Hello, I’m Cat. 2. Good morning. 3. This is my book. 4. Hi, I’m Li Yan. 5. Nice to meet you. 五、听一听, 画一画（12分） 1. 2. 3. 4. 六、将句子与小熊相应的位置连起来。（12分） This is my face. This is my eye. This is my mouth. This is my ear. This is my nose.
一、将单词和图片连线（10分） bike balloon eraser doll bear 二、给下面的英语连上正确的汉语意思。（5分） 1. Look at my eye. 你 多大了？ 2. This is my pencil. 很高 兴见到你。 3. How old are you? 看我 的眼睛。 4. Nice to meet you. 你叫 什麽名字？ 5. What’s your name？这是我的铅笔。 三、看图读单词，请在正确的单词下画笑脸。（15分） 2. 3. 1. pencil-box fox doll ball bird cat
谈谈如何认识服务营销以及服务 何谓服务？又何谓服务营销？服务创造价值。伴随科技的飞速发展，如今的营销方式也发生了翻天覆地的变化；从以前单一的直接面对终端消费者到多元化的营销方式、营销途径更是数不胜数。如常见的网络广告营销、报刊杂志营销、电视广告营销、公交车身广告营销等。但这一系列的营销方式中更包含了一种服务；在广告商品还没带来价值的时候，广告服务已经创造出了价值，而这些价值不会因浏览的人而失去它再服务的能力。优势甚至无须人与人之间进行交流沟通。就连物质的宣传也只是为后期进行的交易服务做引荐罢了。 服务与营销本身就差别不大，它们相互依存；进行商务服务的目的本来就是为了营销，而营销的同时更离不开服务的陪同。一句“为人民服务”其实也不过是为了让听者相信这些喊口号的人，还不是为了所属事业单位的知名美誉，让听者成为他们的忠实守护者；达到营销的目的。有特色的服务能带来巨大的正面效应，能在无形之中提升企业的美誉度，同时给企业品牌带来正面的知名度，提升顾客对企业的信任度和忠诚度，从而为企业的品牌树立、推广奠定了结实的基础。 其次，企业不停的寻找潜在顾客，想尽办法去维护和建立长期合作关系客户群体，这些无一不需要销售人员与客户进行感情沟通、承诺提升服务质量、始终秉持着如一的良好态度，友好热情的服务态度；从而达到满足消费者需求，成功达成商品交易的全过程。这些都是服务带来的效益，都是服务营销带来的最终收益。营销中需要优质的服务，服务中附带着营销，这是永恒不变的定律。好的服务营销能带来巨大的差异化，就连一杯最平凡的白开水也能在不同的餐饮店创造出不同的价值，这些价格的巨大差异何在？答案只能是服务的差异，是服务营销一体的表现。顾客往往需求的不是商品本身，更需要获得商品的服务过程，达到精神上的满足，而好的服务营销就能为顾客实现他们的精神享受，让顾客心甘情愿的掏出天价出售的一杯白开水。西餐厅里的小费更是服务创造的价值，在没有商品的同时欣然给予服务人员服务费，这是对他们服务营销的一种肯定。就连网上的货品交易都是如此，同样的商品、同样的价格不同的店铺出售，收到的确是截然不同评价：（一）、从交易开始到完成交期间始终保持优质的服务，这样的商家顾客能不给予好评吗？能不销量飙升吗？（二）、从交易开始到结束都是一副爱理不理的销售态度，出现问题不正面解决只会借口推脱的商家，你能给她好评？给朵小红花吗？你愿意再次购买吗？不会吧，这无疑是销售服务带来的巨大差异。；没有好的营销服务，拥有再好的商品也是枉然，更无法获得消费者的认同和接受。 何谓“取之不尽，用之不竭”？服务营销就是体现者之一，服务顾客的同时营销人员可以从中获取经验，可以通过不断地实践总结自己的服务，去其糟糠，取其精髓，这样不断地营销、不断地提升自己。同时拥有的服务营销技巧也不会缺失，随用随取，且用之不竭。即服务与营销与一身，服务营销更将会是今后竞争场上一决高低的标准之最。只有发展好服务营销，才能为企业创造出惊人的价值，才能让精神享受服务获得比直接的实物商品更高的价值。 四川商务职业学院12级营销班
杭州之江专修学院2017 /2018 学年第一学期 17 级学前教育本大学英语1 课程期末试卷（B卷） 学院：_________ 班级: ____________ 学号:________ 姓名:_____________ 一、语音知识（共5小题；每1题分，共5分。） 在下列每组单词中，有一个单词的划线部分与其他单词的划线部分的读音不同。找出这个词。 1. A. bus B. butter C. button D. buy 2. A. cabbage B. cage C. captain D. candle 3. A. feather B. depth C. theatre D. everything 4. A. climb B. job C. disturb D. club 5. A. health B. harvest C. happen D. honest 二、词汇与语法知识（共15小题；每小题1分，共15分。）从每小题的四 个选择中，选出最佳的一项。 6. Go and get your coat. It's_______ you left it. A. there B. where C. there where D. where there 7. It worried her a bit _______ her hair was turning grey. A. while B. that C. if D. for 8. I remember _______ this used to be a quiet village. A. when B. how C. where D. what 9. These houses are sold at low price，______ people expected. A. like B. as C. that D. which 10. A computer does only what thinking people ______ . A. have it do B. have it done C. have done it D. having it done 11. _______ ！There's a train coming. A. Look out B. Look around C. Look forward D. Look on 12.The accident is reported to have occurred _______ the first Sunday in February. A. at B. on C. in D. to
小学一年级英语期末考试试卷 二、划出下列单词中的元音字母： uncle balloon mouth leaf sing ?三、正确抄写下列单词： bicycle father jump three butterfly ?四、问答句编号 1.How old are you today? No, he hasnt. 2.Have you got a balloon? She has got a taro. 3.What do you like to eat? I like to eat peaches. 4.What has she got? No, I have got a ball. 5.Has he got a swing? Im five. ?根据实际情况回答问题： 1.Whats your name? 2.How are you? 3. How old are you? 4.How many books? (4) 5.Happy New Year!
6.Happy birthday. 7.Whats your father? 8.Whats your mother? 9.Are you a pupil? 10. Are you a teacher? 11. Is your father a doctor? 12. Is your mother a nurse? 13. Do you like meat? 14. Is it blue? (No) 15. What colour is your bag? 16. What do you see? (a butterfly) 17. Is he a policeman? (no) 18. Is she a nurse? (yes) 19. Say hello to your mother. 20. Say goodbye to your teacher. 21. Come with me. 22. What is this? ( apple) 23. What is that?(kite) 24. What do you like to eat? 25. Good morning. 26. Good afternoon. 27. Hello , Im Mary.