新世纪研究生公共英语教材听说(上)【全】原文、解析、答案
案场各岗位服务流程
销售大厅服务岗：
1、销售大厅服务岗岗位职责：
1)为来访客户提供全程的休息区域及饮品;
2)保持销售区域台面整洁;
3)及时补足销售大厅物资,如糖果或杂志等;
4)收集客户意见、建议及现场问题点；
2、销售大厅服务岗工作及服务流程
阶段工作及服务流程
班前阶段1）自检仪容仪表以饱满的精神面貌进入工作区域
2）检查使用工具及销售大厅物资情况，异常情况及时登记并报告上级。
班中工作程序服务
流程
行为
规范
迎接
指引
递阅
资料
上饮品
（糕点）
添加茶水工作1）眼神关注客人，当客人距3米距离侯客迎询问客户送客户
要求注意事项
时，应主动跨出自己的位置迎宾，然后15度鞠躬微笑问候：“您好！欢迎光临！”2）在客人前方1-2米距离领位，指引请客人向休息区，在客人入座后问客人对座位是否满意：“您好！请问坐这儿可以吗？”得到同意后为客人拉椅入座“好的，请入座！”
3）若客人无置业顾问陪同，可询问：请问您有专属的置业顾问吗？，为客人取阅项目资料，并礼貌的告知请客人稍等，置业顾问会很快过来介绍，同时请置业顾问关注该客人；
4）问候的起始语应为“先生-小姐-女士早上好，这里是XX销售中心，这边请”5）问候时间段为8:30-11:30 早上好11:30-14:30 中午好 14:30-18:00下午好
6）关注客人物品，如物品较多，则主动询问是否需要帮助（如拾到物品须两名人员在场方能打开，提示客人注意贵重物品）；
7）在满座位的情况下，须先向客人致
歉，在请其到沙盘区进行观摩稍作等
待；
阶段工作及服务流程
班中工作程序工作
要求
注意
事项
饮料（糕点服务）
1）在所有饮料（糕点）服务中必须使用
托盘；
2）所有饮料服务均已“对不起，打扰一
下，请问您需要什么饮品”为起始；
3）服务方向：从客人的右面服务；
4）当客人的饮料杯中只剩三分之一时，
必须询问客人是否需要再添一杯，在二
次服务中特别注意瓶口绝对不可以与
客人使用的杯子接触；
5）在客人再次需要饮料时必须更换杯
子；
下班程
序1）检查使用的工具及销售案场物资情况，异常情况及时记录并报告上级领导；
2）填写物资领用申请表并整理客户意见；3）参加班后总结会；
4）积极配合销售人员的接待工作，如果下班
时间已经到，必须待客人离开后下班；
1.3.3.3吧台服务岗
1.3.3.3.1吧台服务岗岗位职责
1）为来访的客人提供全程的休息及饮品服务；
2）保持吧台区域的整洁；
3)饮品使用的器皿必须消毒；
4）及时补充吧台物资；
5）收集客户意见、建议及问题点；
1.3.3.3.2吧台服务岗工作及流程
阶段工作及服务流程
班前阶段1）自检仪容仪表以饱满的精神面貌进入工作区域
2）检查使用工具及销售大厅物资情况，异常情况及时登记并报告上级。
班中工作程序服务
流程
行为
规范
问询需求按需求提
供饮品客户离开后清理桌面
服务准迎客：保得知需客户
阶段工作及服务流程
班中工作程序工作
要求
注意
事项
1)在饮品制作完毕后，如果有其他客户仍
在等到则又销售大厅服务岗呈送；
2)所有承装饮品的器皿必须干净整洁；
下班程序5）检查使用的工具及销售案场物资情况，异常情况及时记录并报告上级领导；
6）填写物资领用申请表并整理客户意见；7）参加班后总结会；
8）积极配合销售人员的接待工作，如果下班时间已经到，必须待客人离开后下班；
1.3.4展示区服务岗岗位职责
1.3.4.1车场服务岗
1.3.4.1.1车场服务岗岗位职责
1）维护停车区的正常停车秩序；
2）引导客户车辆停放，同时车辆停放有序；
3）当车辆挺稳时，上前开车门并问好；同时提醒客户锁好车门；4）视情况主动为客户提供服务；
5）待车辆停放完好后，仔细检查车身情况请客户签字确认；
1.3.4.1.2
阶段工作及服务流程
班前阶1）自检仪容仪表
研究生英语听说教程（引进版）听力原文（下） Take on Listening:Listening and Speaking Strategies （book 2） Lesson 3(1) PART TWO MAIN DIALOGUE Exercise 1 Gary: Well, here we are in L.A. Where shall we go first? Let’s look at the map. Don: We’ve never been to the Grand Canyon in Arizona… Gary: Okay. Let’s go there. Don: I hear it’s the most beautiful place on earth. It’s over 300 miles long, and the Colorado River goes right through it. Gary: I wonder if we can go down into the canyon. Don: Sure. They have all sorts of trips and tours. We can even take a small plane ride into the canyon. Gary: That sounds great. Don: All right then, the first stop is the Grand Canyon. Let’s be sure to call and make reservations at the campground. I’m sure the Arizona Tourist Service will help us. How long should we stay? Gary: We want to do some hiking in the canyon and boating on the Colorado River. How does three days sound? Don: That sounds right. Where do we go from there? Gary: How about heading north? It starts to boil in the southwest in the summer. Don: Then let’s head up to Wyoming and camp a few days in the Yellowstone National Park. Gary: Great. We can crash for one night in Salt Lake City, Utah, on the way. Don: Salt Lake City, Utah? Gary: Yeah, I heard it’s an interesting city. And it’s on the way to Yellowstone. Don: Okay. So, we’ll go north through Salt Lake City up to Yellowstone. I’ve always dreamed of camping under the stars in Wyoming. And, of course, seeing Old Faithful in Yellowstone. Gary: Old Faithful? Is that the place where hot water shoots into the air every hour or so? Don: Uh-huh, Old Faithful geysers. It’s supposed to be really exciting to watch. Gary: What else is there to do?
新世纪研究生公共英语教材听说（上） 听力原文 Lesson 1 Music 1. M: By the way, Jane, did you talk to the consultant顾问about our new health program? W: I contacted联系his office but his secretary said he would （be out for）试图得到lunch until two. Q: What does the woman mean? B. she couldn’t talk to the consultant before two 2. W: We need to let everyone know about the charity [?t??riti] n. 慈爱concert, but we don't have much money for advertising. M: How about using the school radio station? They broadcast free public service服务announcements. 通告Q: What does the man suggest they do? c. Ask the school radio station for help 3. W: I don't understand why this self-study自学book doesn't have answers to the questions. M: But it does. You can find them at the back of the book. Q: What does the man say about the self-study book? d. the book does include the answer 4. M: The new sales manager says he has never met you before. W: We've been introduced about three times. He seems a little forgetful. Q: What do we learn about the new sales manager? B. He probably has a poor memory 5. M: Have you had the brakes[breik] n制动器; 闸; 刹车. and tires checked? And do you have enough money? W: I have taken care of everything. And I'm sure it's going to be a wonderful极好的, 精彩的, 绝妙的trip. Q: What's the woman going to do? D. spend some time travelling 6. M: I've had my new stereo立体声for a whole week, but I haven't yet figured out想到how to record music. W: Didn't an instruction manual [?m?nju?l] 手册形式的，像手册的；教范性质的come with it? Q: What does the woman imply? B the man should refer to the instruction manual 7. W: I want to pay you for that long-distance call I made. But, I suppose you haven't gotten your phone bill yet, M: Oh, but I have. Q: What does the man mean? A he has received his telephone bill. 8. M: Professor Smith assigned us three more novels to read. W: He must think you don't have any other classes. Q: What can be inferred about Professor Smith? B he assigns too much work 9. M: Let's go watch the fireworks烟花tonight. W: I have tickets to the theater. Q: What plan does the man has that night? B he’ll go and watch the fireworks 10. M: I am exhausted筋疲力尽的. I stayed up熬夜the whole night studying for my history midterm exam. W: Why do you always wait till the last minute? Q: What can be inferred about the man? A he had bad study habits 11. M: I'll be coming straight from work, so I'll have to pack包装；捆扎a change of clothes. W: It's only a barbecue [?bɑ:bikju:] (常用于室外的)金属烤架. Jeans and T-shirts will be fine. Q: What does the woman imply? D Casual dress will be appropriate 12. W: I'm going to the snack [sn?k] 小吃; 点心; 快餐bar for a cup of coffee. Would you like me to bring you back something? M: Not from the snack bar, but could you pick up a paper for me? Q: What does the man mean? C he wants her to get him a newspaper 13. M: I don't understand how this budget was calculated[?k?lkjuleit] 计算, 估计, 核算. W: Let me have a look, OK? Q: What does the woman mean? C she’ll try to s ee what method was used 14. W: We need a fourth player for tennis this morning. Do you want to join us? M: I've got a class at nine, but Carol is free and she is really good.
Unit One Part I Listening Practice Section A Listening for Gist Task 1 1.air hostess 2.teacher 3.dentist 4.shop assistant 5.tourist guide 6.salesman 7.Disc Jockey 8.traffic warden 9.waiter 10.taxi driver Task 2 1.airways, flight 2.homework 3.open up wide, filling, chipped https://www.doczj.com/doc/b47817284.html,rger size, fit, stock 5.building, designed 6.buys, products 7.record, radio 8.yellow line, no-parking 9.menu, chef 10.road, park Section B Plans for Weekend Task 3 1.Pat 2.Jill 3.Mary 4.Sam 5.Ted 6.Jane Section C Discussing Plans for the Weekend Task 4 1.B 2.C 3.B 4.C 5.A 6.B Section D Making Arrangements
Task 5 A.2 B.4 C.3 D.1 Task 6 1.bring: records meet: bus stop 2.bring: sandwiches, fishing rod and drinks meet: at the river 3.bring: white wine meet: at Pat’s house 4.bring: dessert-chocolate cake and drinks meet: in front of his house Part III Listening Comprehension Test 1-10: DCABD/CBACC Unit Two Part I Listening Practice Section A Guessing about the Situation and Speaker Task 1 1.Football Match https://www.doczj.com/doc/b47817284.html,w Court 3.Church 4.Quiz Show 5.Airport 6.Weather Forecast 7.Car Showroom 8.Driving Lesson 9.School 10.Tour (of London) Task 2 1.Football Commentator 2.Judge/Magistrate 3.Vicar/Priest/Minister 4.T.V. Presenter 5.Announcer 6.Forecaster 7.Car Salesman 8.Driving Instructor 9.Head Master/Principal 10.Tour Guide
《研究生英语综合教程上》1-6单元练习参考答案 Unit One Planning Your Future Career Reading Focus Traits of the Key Players Text Exploration Task 2 1. B 2. A 3. D 4. B 5. D 6. B 7. C 8. B 9. B 10. B Vocabulary in Action Task 1 1. A 2. C 3. B 4. C 5. D 6. D 7. D 8. C 9. A 10. D 11. A 12. B Task 2 1. public (c) 2. discipline (b) 3. strength (a) 4. reference (a) 5. strength (d) 6. public (a) 7. demonstrated (b) 8. discipline (c) 9. reference (c) 10. personality (a) 11. disciplining (d) 12. demonstrates (a) 13. public (d) 14. reference (b) 15. personality (c) Task 3 1. employment 2. paid 3. adjust
4. setting 5. discouraged 6. credit 7. cite 8. demonstrate 9. teamwork 10. rules Translation Practice Paragraph One “一年365天，一周7天，一天24小时，生意始终在进行。这意味着一年365天，一周7天，一天24小时，竞争也同样在进行。”豪特说，“公司取胜的方法之一，就是要更快到达‘目的地’！这就是说，你不仅要把所有能支持公司快速运转的功能都调动起来，而且还得知道如何决定‘目的地’是哪里。这样，不仅对那些行动快速的人们，也对那些思维敏捷并有勇气按自己的想法行事的人们都提出了要求。这需要全公司各部门的运作，而不仅仅是管理部门的工作。” Paragraph Two 最后，职业地位包含对职业标准的遵守。很多律师通过在行业内外把自己塑造成一个具有良好职业道德的典范来找到自我价值。对那些在所有职业行为中都表现出极度正直和谦逊有礼的律师来说，当管理阶层对他们理应受到的特别尊重表示肯定时，便又获得了另一种形式的精神报酬。 Unit Two Arts of the Table Reading Focus Culinary Delights in China
第五册 1.The Internet's speed, vast resources, and its ability to directlycommu-nicate with others are itsgreatestbenefits. Because the Internet uses the quickness of computers to transmit its data, information cantrave-l attre mendous speeds. Speed is not the only benefit. The Internet us-es hun dreds ofthousands ofcomputers allconnected to each other to store vast amounts of information. And finally, because the Internet allowsindividuals to have specific electronic mail addresses, people ca-n easily communicate with oneanother. 2.With the 21 st century coming, people have increasingly realized file importance of acquiringround easyinformation. If a nation can mak-e effective use of all the information it will benefit In the fields of Scientificresearch, education, economic development, etc. What the nati on needs to do is to establish anation-wide"information network",so as to link up scientists, businessmen, educators, etc. If such a network isset up, itwill promote the second information revolution in the cou-nt ry. 3.With the development of a market economy in China, techniques of sales promotion have beenmore andmore widely employed. The popula rity of varied and numerous promotional activities such asdiscounts, bonuses, and promotional parties has grown steadily. The reason is tha t they not only helpmanufacturers andbusinesses earn higher and quick er profits, but also help consumers become acquainted with theproducts involved and get some practical benefits. However, if these techniques are used to promoteproducts of inferiorquality, both the manufacturers and the businessmen will be made to pay for that. 4.Work is not only a means of sustaining life. More importantly, it is the way through which peopledisplaytheir talent, realize their ambitions, build relationships and establish social status. If youunderstand thisintr insic value of work, then however dull or hard work may be, it beco mes bearable if it helpsbuild up areputation, whether in the world at l arge or only in one's own circle. Updating one's aim is one of the mostessential elements of self-fulfillment in the long run, and form ost people this comes chieflythrough their work.In that sense, work is the most vigorous, vivid sign of life --in individuals and in civilization s. 5.America was once troubled by employment crisis. Now in this land, there areemployees, those who have lost their jobs and those who will never find a job. For decades, thegovernment took no notice of t he changes in its economic base and their effect on employmentand lif estyle. As a result, many people lost job opportunities. Many expert came up with variousideas to address unemployment. However, what is most important now is to stimulateconsumption. 6.The crime of identity theft is on the rise. Recent surveys show there are currently 10 millionvictims each year, greatly exceeding our earlie r estimates. Using a variety of methods, criminalssteal Social Security numbers, driver's license numbe~, credit card numbers, and other piece s ofan individual's information such as date of birth. They use this inf ormation to buy as many thingsas they can in their victim's name in as short a time as possible. Identity theft is a serious crime.People wh ose identities have been stolen can spend months or even years cleani ng up the messthe thieves have made of their credit record. 7.Let's assume you are a sports fan. What is your first reaction when you find in your e-mailan attachment called "Anna Kournikova.jpg.vbs'? Curiosity tempts you to open the documentto have a look at the Rus sian tennis star. But if you open it, the virus will be activated andwill copy the attachment to every e-mail address in your "Outlook Express ", spreading the virus evenfarther. E-viruses, which flood the Intemet t hrough dubious e-mails with fancy bait, makeproduction of anti-virus p rograms a profitable business. 8.Changes in the American family structure are evidenced by increased rates of separation anddivorce. In certain areas of the country these tr ends have resulted in a growing number ofsingleparentfamilies and rem arried parents. This does not indicate, however, that the institution ofm arriage is crumbling. It is estimated that four ont of five divorced cou ples eventually remarryother people. These shifts in family relationship s may be interpreted as a breakdown or as anadaptation of the Americ an family to changing roles, attitudes, and values. The changes,accordi ng to the more traditional viewpoint, represent a breakdown in the fa mily structure, adisintegration of values, and a decline of morality. 第六册 1.While he shared his generation’s horror of war and was once called the “spiritual father”of appeasement. Keynes never, in fact, enterained the delusion that Hitler could be pacified. He hated the NAZI regime, never visited Germany after 1933.Instead,as Britain’s chief negotiator in contact with the Allies against Hitler. He pursued vigorously the com mon interest between London and Washington. 2.Some people wrongly believe that the United States is a land of opp ortunity, and that everbody enjoys equal opportunities. With various dr eams in mind,many well-trained professionals steadily mignate to the United States insearch of a good life.Some of them are even willing to live any life there. They would rather live in poverty there than en -joy a relativeprosperity at home. Therefore,lawers and doctors from C entral America may be found washing cars or waiting on tables in Mi ami. 3.Just as the 21st century requires a more diffused and safer balance Of interest in what needs to be an increasingly multilateral global villa ge, there is a risk of economic, institutional and political power being centralized in the European Community, and that a new bout of econ omic empire building may occur. 4.The path led straight through a wide stream.She could no longer risk disorientation by circling such obstacles.She took off her clothes and, with her belongings in ayion bag held above her head. She stepped into the chilling, neck-deep water. Minutes later she emerged. shaking uncontrollbably.But after warming herself by a small fire and re-dress ing, she set off with increased confidence.The limits of her physical capacity were expanding.
研究生英语听说教程上 主编李萌涛1-6单元答案总结 听写填空 第1单元、page5,A: 1.suffer that nightmare 2.genders 3.unaffordable 4.sufferers 5.more than 1 in 20 adults 6.expensive electronics 7.such a high number of compulsive shoppers in the general population 8.make finding a cure a priority 第2单元、page20,A: 1.Location: Rockefeller Centre, New York 2.Time: right before the Christmas Season 3.Height of the tree: nearly 9 stores 4.Audience: people from all around the country 5.Number of the lights on the tree: 3000 6.Size of the star topper: nearly 10 feet in diameter 7.Material of the star topper: crystal 8.Source of the tree: a home in Connecticut 第2单元、page29,A: post-vacation depression includes 1. sleeplessness2. loss of appetite 3. irregular heartbeat 4.feelings of despair 5. tiredness 6. stomachache 7. trouble breathing 8.anxiety 9.nervousness10.space the month-long vacation out,11.blow it all at once12.returning on a Monday 13.such blues are temporary 14.don^t make important decisions15.a new period in life 16.personal growth 第3单元、page34,A:Reporter: In Vail, Arizona, a new school 1.in this case involves 2.impact 3. available 4. resources 5. What's the point 6. medium 7. reasoning 8. normal 9. from their perspective 10. opposed to just the one angle
新世纪研究生公共英语教材阅读B课文原文及翻译 Unit1 Party Politics Judith Martin 1. Etiquette at an office party? Why, these people have been socializing happily every working day of their lives, give or take a few melees, rumors, and complaint petitions. All it takes to turn this into holiday merriment is a bit of greenery looped around the office—the staff will soon be looped, too. Surely it is enough that the annual Christmas party has the magic ingredients: time off from work, free food and drink, and a spirit of fun replacing such ugly work realities as sexual harassment. 2. Furthermore, partygoers figure, it offers relief from such pesky obligations as thanking anyone or being kind to wallflowers because there really aren?t any hosts. Nobody has to pay (that same Nobody who generously provides the telephone line for long-distance personal calls), and so nobody?s feelings need be considered. 3. This is all pure hospitality—there for the taking, like the office-supplied felt-tipped pens everyone has been pocketing all year. Out of the natural goodness of its corporate heart and the spirit of the holiday season, the company wishes only to give its employees a roaring good time, and the employees, out of loyalty and the thrill of getting to know their bosses off-duty as equals, delight in the opportunity. 4. For those still dimly aware of the once-standard give-and-take of real social life, this no-fault approach to business entertaining seems a godsend. In the now-rare domain of genuine society, hosts are supposed to plan and pay for the entertainment of their guests, on their own time and in their own houses. Guests have strict duties, as well—from answering invitations to cooperating with all arrangements, even to the extent of pronouncing them perfectly lovely. 5. Business entertaining appears to remove the burdens of time, effort, money, individual responsibility—and the etiquette connected with them. The people who do the planning are paid for their trouble, so those who benefit need not consider they have incurred a debt. Why, the annual Christmas party ought to be an inspiration to lower-level employees to work their way into realms where company-sponsored partying can be enjoyed all year long. 6. Not so fast. Flinty Miss Manners does not recognize any holidays from etiquette. (Employees, if not employers, should consider themselves lucky that she is only on the Party Committee, not the one that might take up ethical questions about those pens and calls.) Office parties differ from private ones but are no freer from rules. 7. If it were indeed true that everyone has a better time without etiquette, Miss Manners could easily be persuaded to take the day off. But having long served on the Office Party Etiquette Cleanup subcommittee, she is aware that things generally do not go well when there is no recognized etiquette and everyone is forced to improvise. 8. Let us look at all this spontaneous, carefree fun: There being no proper place for the boss, he or she hangs around the door, concerned about mixing with everyone. It might discourage hospitable bosses to see guests staring at them in horror and then slithering in by a side door. But etiquette?s solution of having everyone greeted in a receiving line was rejected as too stiff. So one can hardly blame employees for recalling a long-ingrained principle of the workplace: Seeing the boss and having a good time are best not scheduled at the same time. 9. Desperate to make the time count, the boss grabs the nearest available person and starts