国开大学2020年01月《管理英语2》人力资源工商等专业考试真题

试卷代号：3938 国家开放大学2019年秋季学期期末统一考试管理英语2试题2020年1月注意事项一、将你的学号、姓名及分校（工作站）名称填写在答题纸的规定栏内。考试结束后，把试卷和答题纸放在桌上。试卷和答题纸均不得带出考场。监考人收完考卷和答题纸后才可离开考场。二、仔细读懂题目的说明，并按题目要求答题。答案一定要写在答题纸的指定位置上，写在试卷上的答案无效。三、用蓝、黑圆珠笔或钢笔答题，使用铅笔答题无效。四、考试时间为60分钟。1725 一、交际用语（共计10分，每小题2分）1一5题：选择正确的语句完成下面对话，井将答案序号写在答题纸上。1.-Good morning,Sunshine Community Center!May I help you?A.Id like to book one air ticket.B.Im glad to introduce myself to you.C.I need a plumber to repair the water pipe in my kitchen.2.-Hows your mother doing?A.She is very well.B.She is very kind.C.She is doing shopping now.3.-My name is Helen,and I was born in 1980.My major was electrical engineering.A.Tell me your name,please.B.Tell me a little bit about yourself,please.C.Tell me how old you are,please.4.-Any suggestions for the project?A.I need your advice on it.B.I advise you to put more hands in this project.C.Thanks for your suggestions.5.Hi,Helen,Ill have an interview tomorrow.Im afraid I cant make it.A.Sure,you can.Take it easy.B.Im sorry to hear that.C.Thats all right.1726 二、词汇与结构（共计30分，每小题2分）6一20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，井将答案序号写在答题纸上。6.At the end of the day,you want all attendees your event to remember this key message that youve spent a long time reinforcing.A.leave C.leaving 7.He is this company.A.in charge of C.under the charge of B.to leave B.in the charge of 8.Hiring a good employ may cost much money and time,it can win much more for the company in future.A.whats more C.however B.at last 9.They h 1 b.ave disagreement the plan of ce e ratmg the foundmg of the commumty.A.on c.I B.in 10.The quality of questionnaire will how much information we know from our customers.A.effect C.take B.affect 11.The heating system of our apartment broke down so I made a call to the community service center.A.discussion B.complaint C.praise 12.It is only by agreeing with their view point and that you will resolve the situation and send the customer away happy.A.suggesting a possible solution C.suggested a possible solution 13.The new year is just.A.in corner C.outside the corner B.suggest a possible solution B.around the corner 1727 14.Look!A.Here are the bus comes.C.The bus here come.B.Here comes the bus.15.The music like the singing of a bird.A.hears C.sounds B.listens 16.American young people would rather advice from strangers.A.get C.got 17.-Whose text book is this?B.getting-It Johns.It has his name on it.A.cant be B.must be C.might be 18.The success of our event is A.related C.intended to the sponsor.B.based 19.The more information you can get,in your field.A.the more competitive will you be B.you will be the more competitive C.the more competitive you will be 20.We it very much that youve come to give us a timely ride.Otherwise we would mtss the tram.A.appreciate B.expect C.promise 三、阅读理解（共计40分，每小题4分）21一25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，井将答案序号写在答题纸上。Passage 1 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 1728 匡,.successful in any business,then you have to learn how to handle angry customers.Listed below are a 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 view point 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 a long 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.Angry customers tend to aim their dissatisfaction and complaints at A.staff members B.company managers C.those who accompany them 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 23.The underlined sentence in Paragraph 3 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.1729 24.When dealing with an angry customer,which is NOT the right attitud