试卷代号：1143 中央广播电视大学2010一2011学年度第二学期“开放本科”期末考试 商务英语（上）试题 2011年7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。 二、仔细阅读题目的说明，并按题目要求答题。答案一定要写在答 题纸指定的位置上，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。 893
试卷代号 1 1 中央广播电视大学 1学年度第二学期"开放本科"期末考试 商务英语(上)试题 2011 年7 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。 二、仔细阅读题目的说明，并按题目要求答题。答案一定要写在答 题纸指定的位置上，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。 893
Paper 1 Listening Test (30 points) Information for candidates There are three parts to the test and you will hear each part twice. There will be a pause before each part to allow you to look through the questions and other pauses to let you think about your answers. Write your answers on the Answer Sheet. Part 1 You will hear a short talk about how to deal with customers'complaints on the phone.As you listen,mark the following statements True or False according to the information you have heard.(10 points) 1.The customer forms an opinion of the company in the first 9 seconds on the phone. 2.The customer service staff should avoid saying "Oh,that's not my job. 3.The customer service staff should sound excited when it is necessary. 4.It is important to apologise to upset customers and avoid empty promises. 5.It is good business practice to say "I will come back to you.instead of "Can I ring you back?” Part 2 You will hear part of a story about James and Anne.As you listen,answer questions 6-10 by filling in the numbers you hear.(10 points) In 1995 James and Anne O'Connor decided to open a small shop selling sandwiches in the city centre about (6)miles from their home.They couldn't afford a bigger shop with a kitchen at the back as that would have cost an extra (7) pounds per month and they didn't have enough money.They planned to prepare the food at home and drive to the shop,a (8)-minute journey. They opened the shop in May and were soon doing very good business selling food to the people who worked in offices in the city.Everything went well for the first (9) 894
Paper 1 Listening l'est (30 points) Information for candidates • There are three parts to the test and you will hear each part twice. • There will be a pause before each part to allow you to look through the questions and other pauses to let you think about your answers. • Write your answers on the Answer Shee t. Part 1 You will hear a short talk about how to deal with customers' complaints on the phone. As you listen , mark the following statements True or False according to the information you have heard. (10 points) 1. The custorner forms an opinion of the company in the first 9 seconds on the phone. 2. '[he custorner service staff should avoid saying "Oh , that' s not my job. ,. 3. rrhe customer service staff should sound excited when it is necessary. 4. It is important to apologise to ups~t customers and avoid empty promises. 5. It is good business practice to say ·'1 will come back to you. " instead of "Can I ring you back?" Part 2 You ,viii hear part of a story about James and Anne. As you listen , answer questions 6-10 by filling in the numbers you hear. (10 points) In 1995 James and Anne ()'Connor decided to open a snlall shop selling sandwiches in the city centre about (6) miles from their home. They couldn' t afford a bigger shop with a kitchen at the back as that would have cost an extra (7) pounds per month and they didn' t have enough rnoney. '"rhey planned to prepare the food at homeand driv巳to the shop , a (8) n u journey. They opened the shop in May and \vere soon doing very good business selling food to the people who worked in offices in the city. l~verything went well for the -first (9) 894
months,but then,as the weather got colder,fewer people came into their shop.Takings were down by (10) and they both knew they would go out of business if things didn't improve. Part 3 You are going to listen to part of a conversation.Choose the best answer according to what you learn from the conversation.(10 points) 11.The respondent has been to the restaurant A.once B.twice C.more than twice 12.He went to the restaurant the first time because A.he had seen an advertisement in a magazine B.a friend recommended it C.he happened to be passing it 13.His opinion of the food at the restaurant is that it's A.very good but a little expensive B.good value for money C.very good and very cheap 14.His opinion of the ambience of the restaurant is that it's A.quiet and intimate B.too noisy and crowded C.full of life 15.His opinion of the service is that the waiters are A.a bit too polite and helpful B.efficient but a bit rude C.polite and friendly,but not very efficient 895
months, but then , as the weather got colder , fewer people came into their shop. 'Takings were down by (10) improve. and they both knew they would go out of business if things didn' t Part 3 You are going to listen to part of a conversation. Choose the best answer according to what you learn from the conversation. (10 points) 11. The respondent has been to the restaurant A. once B. twice c. more than twice 12. He went to the restaurant the first tinle because A. he had seen an advertisement in a magazine B. a friend recommended it c. he happened to be passing it 13. I-lis opinion of the food at the restaurant is that it' s A. very good but a little expensive B. good value for money C. very good and very cheap 14. His opinion of the ambience of the restaurant is that it's A. quiet and intimate B. too noisy and crowded c. full of life 15. His opinion of the service is that the waiters are A. a bit too polite and helpful B. efficient but a bit rude C. polite and friendly , but not very efficient 895
Paper 2 Vocabulary and Structure (30 points) I.Match the words on the left with their definitions on the right.(8 points) 16.high-profile A.a person with no skill or experience in a subject 17.novice B.a group of people gathered to plan or discuss an issue 18.overhead C.a sum of money or bonus paid in addition to a regular price, salary,or other amount 19.panel D.skill or knowledge in a particular area 20.spam E.attracting much attention or publicity 21.expertise F.a person who starts or runs a company and is prepared to take risks in order to make a profit 22.premium G.the operating expenses of a business,including the costs of rent,utilities,interior decoration,and taxes,exclusive of labor and materials 23.entrepreneur H.a disruptive,especially commercial message posted on a computer network or sent as email II.Choose a word or phrase from the list for each space in the passage below.Make changes if necessary.(22 points) capable sure request throughout one set chain brochure common position make Dear Dr.Lynch, Thank you for your interest in Sindelar Computer Products.The client-server system you saw advertised is the best Sindelar(24),and it is (25)of performing all the tasks you listed in your letter.Sindelar Computer Systems are used in small to medium sized medical and dental practices(26)the country for that reason. Because Sindelar equipment and software are available in a wide variety of configurations,we have established a nationwide (27)of dealers who are in a better (28) to determine individual needs and provide onsite training and service.So that you can be (29)of receiving the best combination of equipment and software-and the appropriate training for your staff-we have forwarded your (30)to the Hard 896
Paper 2 Vocabulary and Structure (30 points) I · Match the words on the left with their definitions on the right. (8 points) 16. high-profile A. a person with no skill or experience in a subject 17. novice B. a group of people gathered to plan or discuss an issue 18. overhead C. a sum of money or bonus paid in addition to a regular price , salary , or other amount 19. panel D. skill or knowledge in a particular area 20. spam E. attracting much attention or publicity 21. expertise F. a person who starts or runs a company and is prepared to take risks in order to make a profit 22. premium G. the operating expenses of a business, including the costs of rent , utilities, interior decoration , and taxes, exclusive of la bar and materials 23. entrepreneur H. a disruptive , especially commercial message posted on a computer network or sent as email II . Choose a word or phrase from the list for each space in the passage below. Make changes if \EFF QU O nro···an4··· , " n eguedarvu capable sure request throughout one set chain brochure common posItIon make Dear Dr. Lynch , Thank you for your interest in Sindelar Computer Products. The client-server system you saw advertised is the best Sindelar (24) , and it is (25) of performing all the tasks you listed in your letter. Sindelar Computer Systems are used in small to medium sized medical and dental practices (26) the country for that reason. Because Sindelar equipment and software are available in a wide variety of configurations, we have established a nationwide (27) of dealers who are in a better (28) to determine individual needs and provide onsite training and service. So that you can be (29) of receiving the best combination of equipment and software - and the appropriate training for your staff - we have forwarded your (30) 896 to the Hard &
Software Store at 1121 Goodwin Street in New Orleans.(31)of the client-server specialists from there will call you within the next few days to (32)up your free consultation. The enclosed (33).will provide more information about Sindelar products.The most (34) client-server solutions for medical and dental practices are described on pp.18-24. Sincerely, Dale Lukon Assistant to the President Paper 3 Short-Answer Questions (15 points) Answer the following questions based on what you have learned from the textbook.You should use complete sentences. 35.What are the most frequent symptoms of culture shock? 36.What is a tall structure,and what is a flat structure? 37.What are the advantages of working in team? Paper 4 Reading (25 points) Passage 1 (15 points) Read the following text and answer questions 38-42. Despite the promise of voice recognition,the vast majority of us still peck at a keyboard and push around a mouse to get our computers to do what we want. Voice recognition,except for those unable to use their hands,remains a slower,less- productive input technology. I recently went on a quest in search of the perfect input device,tired of the wear and tear on my body that my current setup was causing.I was periodically pinching nerves on the same side of my neck as the arm I used to reach for my ergonomic mouse.The pain would last only a day or two,but it was a warning. Computer mice cause the most computer injuries,says Deborah Quilter,author of The Repetitive Strain Injury Recovery Book.From having previously tested out different mice and trackballs,I concluded it wasn't my mouse itself that was causing me problems but my 897
Software Store at 1121 Goodwin Street in New Orleans. (31) of the client-server specialists from there will call you within the next few days to (32) 一up your free consul tation. The enclosed (33). will provide more information about Sindelar products. The most (34) pp.18-24. Sincerely , Dale Lukon client-server solutions for medical and dental practices are described on Assistant to the President Paper 3 Short-Answer Questions (15 points) Answer the following questions based on what you have learned from the textbook. You should use complete sentences. 35. What are the most frequent symptoms of culture shock? 36. What is a·tall structure , and what is a flat structure? 37. What are the advantages of working in team? Paper 4 Reading (25 points) Passage 1 (15 points) Read the following text and answer questions 38-42. Despite the promise of voice recognition , the vast majority of us still peck at a keyboard and push around a mouse to get our computers to do what we want. Voice recognition , except for those unable to use their hands, remains a slower, lessproductive input technology. I recently went on a quest in search of the perfect input device , tired of the wear and tear on my body that my current setup was causing. I was periodically pinching nerves on the same side of my neck as the arm I used to reach for my ergonomic mouse. The pain would last only a day or two , but it was a warning. Computer mice cause the most computer injuries, says Deborah Quilter, author of The Repetitive Strain Injury Recovery Boo From having previously tested out different mice and trackballs, I concluded it wasn't my mouse itself that was causing me problems but my 897
repetitively reaching for it. So I hunted around for keyboards with built-in pointing devices,which would let me keep my arms close to my body,and for other ways to heal myself.The good news is that I believe I've succeeded,even though I didn't find the perfect solution.The bad news is that my solution may not work for you.Though we all share much of our physiology,we're all different as well.On the other hand,perhaps one of the products I looked at that didn't work for me will work for you. Perfection could be had by finding a company to design a single keyboard to my exact specifications.No such luck.DS International of Glendale,Ariz.,requires a minimum order of 500 keyboards,with development costs typically ranging from $50,000 to $75,000 per project and manufacturing costs added to this. Whatever your hardware,reducing the use of your pointing device-mouse or otherwise-can help.What's more,despite the human-factors engineering of pointing devices built into keyboards,you can't move around as quickly with them as you can with a separate mouse. Keyboard shortcuts are one solution,though they require you to memorize them.At the most basic,for instance,pressing the Control and S keys saves a file,preventing you from having to move the mouse pointer to the File menu and select Save. 38.Why did the author look for the perfect input device? 39.According to the author,what actually caused the computer injuries? 40.What kind of keyboards did the author find to solve the problem that a computer mouse causes? 41.What is the disadvantage of keyboard shortcuts? 42.How does the author look at voice recognition? Passage 2 (10 points) Choose the best answer according to the information provided in the passage. What is the purpose of a marketing system in a society?One very common view is that it should encourage consumption.In theory,if more people buy more things,the demand for goods will increase.And if demand increases,this will result in higher production,more 898
repetiti vely reaching for it. So I hunted around for keyboards with built-in pointing devices , which would let me keep my arms close to my body , and for other ways to heal myself. The good news is that I believe I' ve succeeded , even though I didn' t find the perfect solution. The bad news is that my solution may not work for you. Though we all share much of our physiology , we're all different as well. On the other hand , perhaps one of the products I looked at that didn' t work for me will work for you. Perfection could be had by finding a company to design a single keyboard to my exact specifications. No such luck. DS International of Glendale , Ariz. , requires a minimum order of 500 keyboards, with development costs typically ranging from $ 50 ,000 to $ 75 , 000 per project and manufacturing costs added to this. Whatever your hardware , reducing the use of your pointing device-mouse or otherwise-can help. What' s more , despite the human-factors engineering of pointing 巳vices built into keyboards, you can't move around as quickly with them as you can with a separate mouse. Keyboard shortcuts are one solution , though they require you to memorize them. At the nlost basic , for instance , pressing the Control and S keys saves a file , preventing you from having to move the mouse pointer to the File menu and select Save. 38. ;\Thy did the author look for the perfect input device? 39. According to the author, what actually caused the computer injuries? 40. What kind of keyboards did the author find to solve the problem that a computer o u causes? 41. What is the disadvantage of keyboard shortcuts? 42. How does the author look at voice recognition? Passage 2 (10 points) Choose the best answer according to the information provided in the passage. What is the purpose of a marketing system in a society? One very common view is that it should encourage consumption. In theory , if rrlore people buy more things, the demand for goods will increase. And if demand increases, this will result in higher production , more 898
employment and more "wealth"-the main indicators of a healthy economy.Finally it is generally believed that the more people consume-the more goods and services they buy- the happier they will be. But,some experts disagree with this view.They feel that increasing consumer satisfaction is more important than making consumers buy more.They say that manufacturers should concentrate on producing goods that suit the tastes and needs of consumers.If customers find goods that suit their tastes and needs,this will help to improve their lifestyles,and they will feel satisfied. Unfortunately,increasing the amount of choice also has some disadvantages.Firstly, when a company increases the variety of products this also increases the cost of production. So,goods and services tend to become more expensive.And higher prices lead to decreasing sales. Secondly,greater variety of products means that more money needs to be spent on market research,to find exactly what the customers want. Thirdly,consumers themselves have to spend more time and effort looking at a variety of products,before they decide which one suits their needs.If there wasn't so much choice, the customers would have more time,and this time could be spent buying more things. Finally,having more products to choose from does not necessarily increase the consumer's real choice,because such products may be very similar to other brands of the same product.Advertisers would like us to believe that their washing powder is better than any other. They are always telling us that their brand gives us a "white wash"than that of their competitors.But,in fact,one detergent powder is very much the same as any other,and it really doesn't matter which one we buy.This same problem can occur with all kinds of products-from beer and cigarettes to toothpaste and toilet soap. Perhaps the most important purpose of a marketing system is to improve the quality of our lives.We have to consider not just the amount we buy,but also about how easily available products are,whether we can afford them,and whether we are satisfied by their quality. 899
employment and more "wealth" - the main indicators of a healthy economy. Finally it is generally believed that the more people consume - the more goods and services they buy - the happier they will be. But , some experts disagree with this view. They feel that increasing consumer satisfaction is more important than making consumers buy more. They say that manufacturers should concentrate on producing goods that suit the tastes and needs of consumers. If customers find goods that suit their tastes and needs, this will help to improve their lifestyles, and they will feel satisfied. Unfortunately , increasing the amount of choice also has some disadvantages. Firstly , when a company increases the variety of products this also increases the cost of production. So , goods and services tend to become more expensive. And higher prices lead to decreasing sales. Secondly , greater variety of products nleans that more nloney needs to be spent on market research , to find exactly what the customers want. Thirdly, consumers themselves have to spend more time and effort looking at a variety of products, before they decide which one suits their needs. If there wasn' t so much choice , the custonlers would have more time , and this time could be spent buying more things. Finally , having more products to choose fronl does not necessarily increase the consumer' s real choice , because such products may be very similar to other brands of the same product. Advertisers would like us to believe that their washing powder is better than anyother. They are always telling us that their brand gives us a "white wash" than that of their competitors. But , in fact , one detergent powder is very lnuch the same as any other, and it really doesn' t tnatter which one we buy. 1'his same problem can occur with all kinds of products 一from beer and cigarettes to toothpaste and toilet soap. Perhaps the most important purpose of a tnarketing systern is to improve the quality of our lives. We have to consider not just the anlount we buy , but also about how easily available products are , vvhether \ve can afford them , and whether we are satisfied by their quality. 899
For a company the most important thing is whether the people really like the product. No matter how much marketing a company does,if in the end people don't enjoy using the product,then the marketing has failed. 43.Most people think that the purpose of a marketing system is A.to keep consumers happy by providing more choice B.to improve customer satisfaction by improving quality C.to satisfy people's needs by selling them more products D.to increase consumption 44.We know that an economy is doing well if A.people buy more things B.people own more things C.production and employment rise and more money circulates D.people seem satisfied 45.Besides choice,the three things which are important in improving people's lives are A.quantity,quality and satisfaction B.quality,availability and affordability C.suitability,satisfaction and quantity D.necessity,cost and quality 46.Beer,cigarettes and face cream are all examples of A.products which everybody needs B.products which are very similar,whichever brand you choose C.products of which the consumer has little choice D.products for which it is not necessary to provide choice 47.The most important factor which influences the choice of products is A.whether people like them B.whether they have been marketed properly C.how much time it takes to choose them D.whether there are enough of them 900
For a company the most important thing is whether the people really like the product. No matter how much marketing a company does, if in the end people don' t enjoy using the product , then the marketing has failed. 43. Most people think that the purpose of a marketing system is A. to k~ep consumers happy by providing more choice B. to improve customer satisfaction by improving quality c. to satisfy people' s needs by selling them more products D. to increase consumption 44. We know that an economy is doing well if A. 'people buy more things B. people own more things C. production and employment rise and more money circulates D. people seem satisfied 45. Besides choice , the three things which are important in improving people's lives are A. quantity , quality and satisfaction B. quality , availability and affordability C. suitability , satisfaction and quantity D. necessity , cost and quality 46. Beer, cigarettes and face cream are all examples of A. products which everybody needs B. products which are very similar, whichever brand you choose C. products of which the consumer has little choice D. products for which it is not necessary to provide choice 47. The most important factor which influences the choice of products is A. whether people like them B. whether they have been marketed properly C. how much time it takes to choose them D. whether there are enough of them 900
试卷代号：1143 座位号■ 中央广播电视大学2010一2011学年度第二学期“开放本科”期末考试 商务英语（上） 试题答题纸 2011年7月 题 号 Paper 1 Paper 2 Paper 3 Paper 4 总分 分数 Paper 1 Listening Test (30 points) 得分 评卷人 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. Vocabulary and Structure (30 Paper 2 得分 评卷人 points) I.(8 points) 16. 17. 18. 19. 20. 21. 22. 23. Ⅱ.(22 points) 24. 25. 26. 27. 28. 29. 30. 31. 32. 33. 34. 901
试卷代号 座位号 I I 中央广播电视大学 1学年度第二学期"开放本科"期末考试 商务英语(上)试题答题纸 2011 年7 3 Paper 1 Paper 2 Paper 3 Paper 4 ~、 Paper 1 Listening Test (30 points) 评卷入 2. 3. 4. 5 6. 7. 8. 9. , 10. AτII 12. 13. 14. 15. Vocabulary and Structure Paper 2 评卷入 points) I. (8 points) 16. 17. 18. 19. 20. 21. 22. 23. II. (22 points) 24. μ?υ气严 26. 27. 28. 29. 30. 31. 32. 33. 34. 901
Short-Answer Questions (15 Paper 3 得分 评卷人 points) 35. 36. 37. Paper 4 Reading (25 points) 得分 评卷人 Passage 1 (15 points) 38. 39. 40. 41. 42. Passage 2 (10 points) 43. 44. 45. 46. 47. 902
I Short-Answer Questions ( 15 Paper 3 评卷人 points) 35. 36. 37. - Paper 4 Reading (25 points) 评卷入 Passage 1 (15 points) 38. 39. 40. 41. 42. Pass自ag 2白 ，、，、 poiin 43. 44. 45. 46. 47. 902