中央广播电视大学2004—2005第一学期开放专科期末考试英语专业商务交际英语(1)试题试卷代号：2139中央广播电视大学2004—2005学年度第一学期“开放专科”期末考试英语专业商务交际英语(1) 试题I . MULTIPLE CHOICE (10 小题,每小题1分,共10分)Choose the letter indicating the best choice to complete each sentence or answer each question:1. Which of the fo[lowing is a purpose of communication'?.A. To establish and build goodwill.B. To build self-esteem.C. To persuade.D. All of the above describe a purpose of communication2. A key to receiving honest feedback isA. the attitude of the receiverB. the message's environmentC. the sender' attitudeD. effective listening3. What is the first step lo working effectively with people from different cultures?A. Teach them as much as you can about your culture.B. Learn to speak their language.C. Recognize and accept the differences between cultures.D. Pretend not to notice any differences.4. Communicating effectively with people of diverse backgrounds is bothA. challenging and rewardingB. difficult and frustratingC. complicated and unsatisfyingD. simple and uncomplicated5. Which of the following sentences contains all of the five W's?A. The Board of Directors will hold a meeting at company headquarters on March 9, 2001, to approve the revised employee policy manual.B. New employees should report at 8..30 a.m. on Monday, October 6, for an orientation session.C. Committee volunteers will meet in conference room C on Thursday at 2:30.D. Please join Chief of Staff Dr. Ar[yn Michaels at the 4~h floor nurses~ station for a tour of the new facility.6. An agenda isA. a purchase orderB. the order of business to be discussed during a meetingC. the list of decisions made during a meetingD. the order of announcements to be made at a meeting7. Which of the following letter parts is optional?A. datelineB. subject lineC. writer's nameD. salutation8. Which of the following twenty-first century?likely an accurate projectign for the workforceA. The workforee will have to be more mobile than ever before becausemarketplace.B. Continuing development of international workforce.global marketplacerequire development ofC. The technology required by the global marketplace will reduce the neea Ior a multieultural workforce.D. As nations become self-sufficient, international business will decrease, eliminating the need for a multinational workforce.9. Which of the following is based on data?A. Findings.B. Conclusions.C. Recommendations.D. Conclusions and recommendation.10. Which of the following would be a formal report?A. Memo report.B. Letter report.C. Short manuscript report.D. Long manuscript report.Ⅱ. TRUE / FALSE (10 小题,每小题1分,共10分)Write a T in the space provided if the statement is true. Write an F in the space if the statementis false. Your judgment should be based on your understanding of the course book.T/F__ 11. When using the I-attitude, the sender is showing concern for the receiver.__ 12. Integrated software will contain several types of software, and these programs can run at the same time.__ 13. A stereotype can get in the way of truly understanding an individual.__ 14. Maintaining steady eye contact with a person from an Asian culture is a good way to show that you are confident and that you really want to do business.__ 15. A receiver-oriented message contains mostly first-person pronouns, such as we and us.__ 16. A message organized in direct order includes the main idea followed by supporting information.__ 17. Hard copy is another term for electronically sent mail.__ 18. A memo heading is always in capital letters on plain stationery.__ 19. A multinational company not only does business in other countries but also maintains a multinational workforee.__ 20. Most business reports are written in formal report format.Ⅲ. CASE ANALYSIS (10 分)21. Rewrite the following short paragraph by identifying all errors and correcting them: Enclose is a certificate for 25 percent off you next purchase at Lee's. Presently, we are have a 33 percent off sale on computer and software. Come in, use your certificate, and take advantage for this opportunity.Ⅵ. READING COMPREHENSION (10 小题,每小题1分,共10分)Read the following two passages and answer the questions.Passage One:More than 65 percent of a company's business comes from current customers. Those customers are not easily replaced, so it is every company's job to keep its current customers satisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers.In the fast-paced world of retail, customer loyalty is especially important. So manystores are selling the same products that retailers have to offer customers something more.That something more is their customer service. Discount coupons, valet parking (whereparking is a problem), and free gift wrapping are just some of the extras retailers now offer. Another important facet (方面)of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance(麻烦事). They should see them as anexcellent opportunity for some free feedback, although it is true that a small percentage utcustomers do complain unjustly. But the vast majority of customers who complain are tellingretailers what they need to hear. For this reason, retailers should (1) listen carefully,(2)respond positively, (3) admit a mistake immediately, or if a mistake has not been made,explain the reason for the confusion, (4) ask customers what they would like done, and (5)comply with their requests. Good customer service is the surest way to stand out from all of he other retailers.22. Why are current customers important to retailers?A. They shop at the same place from habit.B. They provide at least two-thirds of a company's business.C. They bring their friends shopping with them.23. So many stores sell tile same products. How can one retailer stand out?A. With discount coupons.B. Through heavy advertising.C. With the quality of its customer service.24. How can retailers get free feedback?A. By increasing profits.B. By paying attention to complaints.C. By promoting holiday sales.25. Most customers who complain areA. doing it unjustlyB. just trying to get their money back.C. telling the retailer what he should know26. If a mistake has not been done, a retailer shouldA. offer a reason for the misunderstandingB. pretend it never happenedC. get an apology from the customerPassage Two:A formal written agreement, or contract, is invaluable to employers and employeesalike. Both benefit by having the terms of their association spelled out in advance. Spoken agreements are subject to misinterpretation. While written agreements do not guarantee identical interpretations, they can help provide legal protection for everyone involved. Most businesses have a standard contract; however, the terms of the contract may be negotiable. Changing a contract requires careful attention to the legal implications, and changes should always be noted in writing and initialed or signed by all parties. Original copies are generally retained by the employer.Contracts may list penalties(处罚)if the signed agreement is broken. With intellectual property, for example, many contracts stipulate(规定)that, while an employee works for a company, ideas developed by the employee belong to the company. If the employee tries to market his or her ideas independently, he or she risks a lawsuit(诉讼)and possibly a financial penalty to make up {or the company's presumed losses.Contractual disputes sometimes are settled by lawsuits, or they may be settled through arbitration(仲裁). In arbitration, a neutral third party investigates the disagreement. To avoid the expense of a lawsuit, many companies prefer arbitration. Contracts often contain clauses that speci[y how arbitration would take place. Both parties agree to accept the arbitrator's decision as binding.27. Written agreementsA. are not likely to be misinterpreted than oral onesB. assure that the employee and employer interpret everything identicallyC. provide legal protection [or both the employer and the employee28. Changes to a contractA. should be initialed or signed by the employerB. should be initialed or signed by the legal departmentC. should be initialed or signed by all parties to the agreement29. With intellectual property, companies often stipulate thatA. if a company employee develops a marketable idea, it belongs to the companyB. original ideas belong to the employee who thought them upC. no one can own an idea30. What happens if an employee markets his or her ideas independently?A. The company may sue for losses.B. The employee will be fired.C. The contract agreement must be rewritten.31. Who can be an arbitrator?A. A court-appointed attorney.B. A third party not involved in the dispute.C. A legal advisor hired by the employer.V. TRANSLATION (3 段短文，每段5分，共15分)32.Communication skills are especially important when you communicate with people of diversebackgrounds. In addition to just writing or speaking effectively, you need to add elements of sensitivity, understanding, and tolerance in your communication.33.The two most common internal documents--those written for use within an organization-- are memos and e-mai[ messages. The memo is a business document that has traditionally been the most common communication inside a company's walls. However, with the advent of Internet technology, electronically sent e-mail messages are quickly replacing the memo asthe communication of choice.34.The tone of a letter that contains a negative message should reflect a sincere concern for the receiver's interests. Your aim is to present the unfavorable news positively and in a manner the receiver will view as fair and, if possible, in the receiver's best interests.Ⅵ. WRITING (35分)35. According to the given facts, format a business envelope: (5 分)The sender: GUANGDONG PROVINCIAL FOODSTUFFS IMPORT &. EXPORT CORP.No. 101, Xinhua Road, New & Hi-Tech Industrial Development Zone, Jiangmen City, Guangdong, China, 529010Tel: 0852-0750-3345215Fax: 0852-0750-3345215The receiver:Prof. L. S, St. Clair, 71 South Perkins Ext& Memphis, TN, U. S. A. 38117-321136. Assume that you are Jane Scroggins, the manager of the word-processing department. Write a memo to your supervisor, Ms. Jaquette Stevenson, vice president of information systems, informing your selection of new word-processing software. You choose a popular, but powerful and most user-friendly software, which will cost just over $15, 000, approximately $ 3, 000 [ess than other world-processing packages (the budget allocated $20,000). You will have to buy a site license for your company so that everyone in the organization can legally use this package, which will improve your productivity greatly. You thank her for her help in getting you the fund for this improvement. (10 分)37. Write a letter according to the situation below, using the block format and open punctuation.Situation: Nancy White, the purchasing manager of Sunshine Manufacturing, writes to Charles Perilli, the Sales Consultant of Jacksonville Stationery, informing him that her company now needs printer paper for use with the five Printstar laser printers which have been purchased and will be delivered. She requests price quotes and the samples of the paper he may recommend and also encloses her company's standard quote form. His address is 30- 65 Paim Place, Jacksonville, Fl. 32201-7246. (20分)中央广播电视大学2004—2005学年度第一学期“开放专科”期末考试英语专业商务交际英语(1) 试题答案及评分标准(供参考)Ⅰ. MULTIPLE CHOICE (10 小题,每小题1分,共10分)Choose the letter of the best word or words to complete each sentence:1. D2. C3. C4. A5. A6. B7. B8. B9. A 10. DII. TRUE / FALSE (10 小题,每小题1分,共10分)Write a T in the space provided if the statement is true. Write an F in the space if the statementis false.11. F 12. T 13. T 14. F 15. F16. T 17. F 18. F 19. T 20. FⅢ. CASE ANALYSIS (10分)21. Rewrite the following short paragraph by identifying all errors and correcting them: Enclosed is a certificate for 25 percent off your next purchase at Lee~s. Presently, we are having a 33 percent off sale on computers and software. Come in, use your certificate, and take advantage of this opportunity.Ⅳ. READING COMPREHENSION (10 小题,每小题2分,共20分)Passage One: 22. B 23. C 24. B 25. C 26. APassage Two: 27. C 28. C 29. A 30. A 31. BV. TRANSLATION (3段短文，每段5分，共15分)32．在与来自不同文化背景的人进行交流时，交流技巧尤为重要。
