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1、3938)2021国家开放大学电大专科管理英语2期末试题及答案（试卷号: 盗传必究一、交际用语（共计2分.每小2分）1-5 :迭择正确的语句完成下面对话,笄将签案序号写在答慧舐上.1. Good morning 1 Sunshine Community Center! Miy 1 help you?A Ed like to book one air tickcLKm ghd to introduce myself to you.C 1 need a plumber to repair the water pipe in my kiicheru2. Hows your mother doing?
2、A. She i very wellK Shr is very kind.C She is doing shopping now.My name is Helen and I was bom in I960. My major was electrical engineering.A. Tell me your name, please.& Tell me a little bit about yourself plense.C. Tell me how old you are please4. 一Any suggestions for the project?A. I need your a
3、dvice on iuB. I advise ytu to put more hands in this projecuC Thanks far your suggestionsPm afraid I can*t make it.5. Hi. Helen Ill have an interview tomorrow.A. Sure# you can. Take it easy.K Im sorry to hear that.C ThMt,s tdl righuI .二.illJC与场构(共计30分每小Ifl 2分)6-20H:M)下面的句于，从A.B.C三个选顼中选出一个能填入堂白处的正确逸顼
4、并将答 案序号珊在答H.6. At the end of the dny you wnnl nil nTtendeesyour event tn remember thikey meAsage that youfvr iipcnt long time rrinlnrang.A. leaveB. to leaveG leaving7. Hr inthh company.A. in ehargr of队 in th charffe ofC under the chArgc ol8. Hinng good employ nuy cam much money #ind iimrt it cn win
5、muchmore lor the compnny in future.A* what moreB- at hitC. however9. They havr diMurccmrnt _ _ _ the plan of crlcbraling the founding of the rommunity.A. onB- inc /10. rhe quMlity of qurntionnaifr willhow murh infnrmntion we know from ourcustomerAA. effectK MeetC. tnke11. The hcHing aynirm ol our op
6、Artment community service center.A. dlMTUBMlOriG praiwe12. It i only by agrreinu with thrir view MtUAtion und crnl the cujitonier nway happy.A. (tuMRentinK n |w)n)blc nolutkun Q BiiKtfOted m poftflble wlution13. The new year id JukiA. in cornerC autrndi the earnerH. Look IA the more competitive you
7、will be20. We it very much that youve come to give us a timely ride. Otherwise wewould mi the imin.A. appreciateR expectG promine三、阅理解(共计io分，督小分)21-25：阅读下列短文，从A、B、C三个遮现中堆出一个正答案.并将答案序号写在答题 纸上.Passage IAngry cuMomcrft tend to aim their disMtis/Action and complaints at staff members. If this happens to
8、 you# you should remember that they are actually exprexsinR their dissatisfaction about the company nnd not about you an an individuuL But if you wish to be MurccMful in nny buinritAt then you have to Iwn how to handlr Hngry cumomert lAUta brlow nre a few guidelines to help you drvelop your own prro
9、nl mrnlrgy (or dcAlmg with Mfigry cuMomefBiNever nrguc buck. You miut stay calm nnd mm to Mniiiy rhr cuwtomer even in the nioi diHicuh sltUMtionib. It t only by Mrcri” with ihrir virw iwinl and ugrMtinn n po”ibkj solution (tint you will rrwolvr the Aituarion and nrnd the cuMomrr awy huppy.Ue your cy
10、 mcm? yew mgiuh. MaUc turc vou n morr thani k RyliwtcninK corrfully you will he able to undcrNtand why the cuntomrr in complairilnK. w thnt Mtm(BShow that you C4iret Um every opportunily to cxprrsn your apology “nd undcrietnnding. You have to uhow that you will 血 rvrrything within your power to try
11、nnd resolve rhe ituation I hts exhibition of your concern will win the customer over. There will br o aigntfinint churiKe in their behaviour.Control your linger nnd be patient, lrarn to relax and calm yourcH. Having pnticncr with your ruAtotncru ind with yourel( will go a Icing WAy in winning over h
12、ostile cuMonicrbTh. bov you r on your wy to iiuccredinR in your aircen2L An|(ry cuMomcm tend K aim thrir dikBtirMctlon mid complaints atA. r whn accompany themZ2. When m customer hout ruikly m yom you shouldA. Argue Uack and protect yourAtlf11 krep quirt nnd Iravr the cumorncr alonec keep caItti and listen cnrcfully 10 the cuHtorner23. The underlined sentence in ParaRraph 3 mennnA. your mouth it no! more important for you than your cuirsK you should listen more thon you peak.c you should talk more thun you litrn-24
