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1、2024 版国开电大专科管理英语2在线形考说明：资料整理于2023年12月；适用于国开电大专科学员一平台在线形考考试。单元自测7 试题及答案备注：测试中共有6道随机题，其中有5道选择题和1道完形填空题。第 一大题：选择填空(每题10分，共5题)从下列选择题库中抽2个小题!Neither do I.Look at our community,it is such a mess.答案B.I really dont think our service center is satisfying.?_Thats great!答案C.How about going to dinner at the Mex
2、ican restaurant tonightCustomer: We have ordered for almost one hour.Why is it so hard to get our dishes ready in yourrestaurant?Waiter:答案A.Im really sorry about that.Hello ,is that service center?The elevator of our apartment doesnt work.答案B.Sorry,Ill have it checked out at once.Why do you look unh
3、appy.Whats the matter?答案C.Im rather disappointed with the poor quality of the radio Ive just bought.从下列选择题库中抽3个小题!I dont know .I just arrived here two minutes ago.答案A.whats going onIt is only by agreeing with their viewpoint and that you will resolve the situation and send the customer away happy答案A
4、.suggesting a possible solutionOur workers have been checking the heating system since you called us.I you it will perform well soon. 答案C,assureThe heating system of our apartment broke down so I made a call to the community service center. 答案B.complaintThe more information you can get, in your fiel
5、d.答案C.the more competitive you will beThey since last night.They are about to finish the work.答案B.have been cleaning the systemThey promised the car for us.答案C.to repairedWe it very much that youve come to give us a timely ride.Otherwise we would miss the train. 答案A.appreciateWe are under to finish
6、the task within such limited time.答案B.pressureWe feel with the inconvenience the service center brought us.答案A.disappointed第二大题：完形填空(阅读理解选择、判断、翻译等)(共50分)从下列带题库中抽其中1个试题!翻译：从以下A、B、C 三个选项中选出与英文最适合的中文翻译。1.Focus groups are representatives of customers whose job is to provide you with information on their
7、 needs and preferences.答案C.焦点小组是顾客的代表，他们的工作是给你提供他们的需求和喜好。2.Angry customers tend to aim their dissatisfaction and complaints at staff members.答案A.愤怒的顾客往往会把员工当做他们发泄不满和抱怨的目标。3.You will do everything within your power to try and resolve the situation.答案A .你会在权利范围内尽一切努力解决问题。4.Having patience with your cu
8、stomers and with yourself will go a long way in winning over hostilecustomers.答案B.对顾客和对自己有耐心将在赢得生气的顾客对你工作的支持方面大有帮助。5.To communicate precisely what you want to say,you have to frequently need to define key words. 答案C.要准确表达你的本意，就必须不断定义关键词。阅读理解：阅读下面的短文，根据文章内容从 A、B、C 三个选项中选出一个最佳选项。Angry customers tend t
9、o 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 an
10、gry 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 poss
11、ible 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 c
12、are: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
13、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
14、 the above tips,you are on your way to succeeding in your career. 1.At whom do angry customers tend to aim their dissatisfaction and complaints?答案A.staff members2.When a customer shouts rudely at you,you should. 答案C.keep calm and listen carefully to the customer3.The underlined sentence Use your ears more than your mouth means. , 答 案 B.You should listen more than you speak.4.When dealing with an angry customer,which is NOT the right atitude?答案C.Be amused.5.Which of the
