商务英语实训教材试卷下册(A)含答案.doc

学院_______ 学年第 _____ 学期
级—专业《商务英语实训课程》期末试卷（A卷）（闭卷）班级_________________ 学号 ________________ 姓名 _____________
L Vocabulary： Choose the best word to fit the gap* (20% )(共20 小题，每题1 分)
1.The agent in Italy will ______ our company to attend the international meeting in Rome.
A.substitute
B. replace C・ represent D. displace
2.Do you know what processes _______ inventory management?
A. constitute
B. consist of
C. make up for D・ be made up of
3.She is very young and _____ t o temptation.
A・ vulnerable B. sensitive C・ subject D. easy
4.The windows would probably have been ______in the latter part of the Middle Ages・
A. disposed B・ implemented C. conveyed D. crafted
5.The consequence of _______ i s that people who have been discriminated will lose an equal opportunity ・
A・ discrimination B. disability C・ discount D・ disagreement
6.He will never _______ anything if he doesn't work hard・
A. reach B・ achieve C. reap D. arrive
7.Jane told Mr. Johnson not to _______ driving her home.
A・ look for the trouble for B. go to the troublesome to
C・ go to the trouble of D. make up his mind to
& ________ m y room, there are two dozens of rooms in this courtyard・
A. Beside B・ Except for C・ Aside from D・ Except
panies remain ________ a bout hiring at the levels they once did.
A. patient B・ cautious C・ careful D. serious
10.The appeal court _______ the decision of the lower court.
A. overstepped
B. overthrew C・ overrode D. overturned
11.It can expand elastically to ________ the increased demand for cash during a slump・
A. meet
B. improve
C. keep
D. advance
12.Our firm is no longer _______ in world markets.
A. competent
B. competitive
C. compelling D・ compensatory
13.What would you do differently if you had the lime and energy to _____ your creativity?
A. take in B・ tap into C- come into D. tap off
14.When we had done the costing on the project, it was clear it would not be _______ to go
ahead with it.
A. economical
B. economic
C. economy
D. economics
15.There was no obvious _______ of a break-in.
A. evidence B・ reason C・ suspect D. witness
16.Many Japanese have been _______ t o dangerous radioactive radiations after the nuclear
power plant was destroyed by the earthquake・
A. confronted B・ facing C. exposed D. seeing
17.In every September, new students _______ i n institutions of higher learning・
A. join
B. take part
C. attend
D. enroll
18.Tom is now going to the _______ for some painkillers.
A. phannacy B・ city hall C・ restaurant D. telephone booth
19.The critical issue is that our projects have no funds ________ ・
A. access
B. offer C・ available D. avail
20.He threw me a smile that telegraphed _______ .
A. admiration
B. jealousy
C. compliment
D. consent
IL Decide whether statements 1-5 are true or false, according to the article. Mark it T if it is true or F if it is false on the answer sheet. (15%)(共5 小题，每题3 分)
E・ business
The term e-business is often used synonymously with the term e-commerce. Technically e-business is a broader term that encompasses not only e-commerce but, importantly, all the internal processes of an organization—such as production, inventory, and human resources一that become digitally based functions. This often necessitates a rethinking of eveiy aspect of the busi ness ・ When the orga nization establishes its strategy and goals to in elude e-business concepts, the result is often a radical redesign of how the entire organization conducts business. The entire business/economic environment has changed with the evolution of e-business and the introduction of digital-based design (DBD) models; many have described the new environment as dynamic, rapid, and reinventive. The speed at which information is exchanged globally has also increased the intensity and fierceness of business competition. Many companies have begun to think about competitors as partners in order to ensure their own survival. At the very least, many such businesses are building alliances and/or collaborating with competitors for survival. E-business strategy involves system-wide integration from suppliers through customers.
This entails many aspects within the organization and its interface with other organizations with whom it has a business relationship. Specifically, online sharing of information with customers, suppliers, manufacturers, and partners is an integral part of e-business・Terms such as enterprise-resource planning (ERP), customer-relationship management (CRM), supply-chain management (SCM), and knowledge management (KM) are comm on in e-business.
ERP integrates the entire organization^ resource planning, payroll and accounting, inventory, purchasing, manufacturing, marketing, distribution, and so forth into one digitally based management system・ ERP changes the way that almost everyone in every department in the organization does his/her job. CRM involves all possible encounters with the custome匚Designing a fully integrated system throughout the entire organization, regardless of the source of the interface, is often done with a
call center. Interface originating online (e-mail and order form) or through teleph one con tacts resulting from catalogs or store visits can be han died from one location.
This is sometimes achieved regionally or nationally to achieve economies・
Marketing is another area that has substantially changed with e-business. Use of the computer allows information tracking that has not be en easily done with past processes. One-to-one marketing with individualized promotions targeted to the specific customer^ needs has emerged because detailed information about the customer and his/her buying habits, interests, and so forth are readily available with data gathered online. Banners, affiliate programs, and links to promote the organization are new channels of marketing possible with e-business. Viral marketing, e-mail messages designed to encourage recipients to forward the message to their friends and colleagues, is an important aspect of an overall marketing strategy. Multichannel marketing, such as Web, catalog, and storefront, is linked and piggybacked・The newest marketing approach emerging as e-business matures is the use of social media, i.e. social networks, blogs, wikis, and so forth, to promote a company and its products.
Knowledge management changes the way information is gathered, shared, and disseminated throughout the entire organization and with customers, suppliers, manufacturers, and partners・ The term collaborative commerce is being used to identify this information exchange on-line with business partners.
( )1. E-business and e-commerce are the same thing.
( )2. Online sharing of information with customers, suppliers, manufacturers, and partners is an integral part of e-business・
()3. ERP, CRM, SCM and KM are terms often seen in e-business.
( )4. Marketing does not fit e-business, but fit e-commerce.
( )5・ E-business changed the ways an organization conducts its business.
11L Read the article below. For each question , mark one letter (A, B, C or D) on your Answer Sheet. (15 %)(共5 小题，每题3 分)
Customer Relationship Management (CRM) refers to the methodologies, software, networking, and other technical capabilities that companies use to manage their relationships with customers. At its heart, CRM is a passive sales tool. Companies use CRM to optimize information and streamline processes behind the scenes to improve the experience and results on the front end, which is the customer interaction. Customer Relationship Management tools help marketing departments identify the company^ best customers, target marketing campaigns, and generate quality sales leads. They also provide other company employees with important information to help them understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners. Customer Relationship Management has its roots in the database marketing days of the 1980s, but it did not come into its own as a true relationship facilitation tool until the 1990s・ At that time the CRM concept evolved from simply gathering data for company benefit to using the data to give back to customers in the form of gifts, incentives, and other means. Frequent flyer programs and bonus points from credit card purchases are two popular examples of how CRM is used to track spending patterns and reward consumers. The perks are designed to promote goodwill, generate loyalty, and increase sales.
In "The History of CRM Moving Beyond the Customer/Lucy Roberts reported that u Real
Customer Relationship Management as it's thought of today really began in earnest in the early years of this century. As software companies began releasing newer, more advanced solutions that were customizable across industries, it became feasible to really use the information in a dynamic way. Instead of feeding information into a static database for future reference, CRM became a way to continuously update understanding of customer needs and behavior/' The new CRM tools also helped improve understanding and cooperation between corporate departments and personnel so they could work together more easily to ensure customer satisfaction at every stage of the purchasing process, from order to delivery to post-purchase follow-up・
It is reported that the top three CRM software providers were SAR Oracle, and ; Microsoft's CRM solution ranked eighth. Some of these players offer CRM solutions for businesses on a smaller-scale budget. These packages are designed specifically for small businesses and contain many of the key functionality offered in the larger CRM software suites but with a focus on the needs and limitations of smaller enterprises. They are available as traditional software as well as through Internet applications that arose at the beginning of the twenty-first century from the software-as-a-service concept to enable companies of all sizes to implement cost-effective CRM solutions・ Regardless of the technology format, any CRM solution should include at a minimum data tracking and integration, customer support and services, sales management tools, marketing automation, and analytics・
1). Companies use CRM to optimize information and streamline processes behind the scenes
to improve the experience and results on the front end, which is _______ ・
A. customer interaction B・ customer help C. customer need D. customer reaction
2).Customer Relationship Management tools provide these following functions except __
A.indentify the best customers
B.target marketing campaigns
C.identify customer need
D・ inform employee important information
3). The word “perks，' in the last line of the first paragraph refers to ___
A. goods B・ bonus C・ information D. loyalty
4)Microsoft's CRM solution ranked in the __________ position.
A. first
B. third
C. eighth
D. last
5). Which one is the best title for this passage?
A.the definition of customer relationship
B.the history of customer relationship
C- the function of customer relationship D・ the introduction of customer relationship
IV.There are ten mistakes in the following paragraph^ please read it carefully and find them out. (10%)(共10小题，每题1分)
Each of the following specific applications of the information gained from a completed job analysis. In some cases, most or all of the information is used in the development of the final product, in other cases, only a portion of the job analysis data is used. The organizational structure, work activities, and informational content identified in a job analysis serve on the basis for developing both the structure and content of a training program・The structure of the occupation determine the organization of the curricular components of the training program・
The content of the training program depends on the activities and informations needed to perform
in the occupatioru In a competency-based training program, the titles of the tasks become the titles of the corresponding learning objectives・ The technical information topics and performance steps of the tasks, respectively, serve as the basis for identifying and organizing the knowledge- and performance-related learning activities of the learning objectives. Critical incident training is the result of applying the activities and content of a job analysis in a specific training situatio n. As discussed by Davies, the critical in cident method of instruction focuses by collecting information on key tasks, particularly on those where problems occu匚For these tasks, special training can be devised using the activities and informational content first identified in the job analysis and later, translated into learning objectives, curricula and instructional material.
A job classification is used to group occupations by function level or ability. To classify jobs by function means categorizing them by similarity of function or activity. For example, titles such as marketing, accounting, production, management, and human resources development implying that all people working in the one of these defined areas are performing a similar type of activity・Functional job classifications are regularly used in organizational development and in the preparation of organization charts. In contrast, to classify occupations by ability level involves using terms that designate amount of on-the-job experienee, skill level, and types of education and training. Terms such as apprentice, journeyman, master, entry-level, technician, and specialist all reflect a classification of jobs by ability level. The classification of employees by ability levels also guides organizational management by establishing the wage and salary schedules of employees.
A job description is a narrative statement defining a job, that is, what the employer expects of the employee in terms of on-the-job performance・ After stated by Winning, A job description is a list of responsibilities and functions requiring in a particular position.
V.Translations (20%)(共5 小题每题4 分)
L Organizational change impacts not only the business but also its employees. In order to maximize organizational effectiveness, human potential—individuals，capabilities, time, and talents一must be managed.
2.Financial statement analysis is comprised of three types of analyses: ratio analysis, horizontal analysis, and vertical analysis. (6)
3・ To maximize results, companies using direct mail to reach retailers should integrate it with other marketing activities. (9)
4.Moreover, time constraints, personal distractions, low levels of decision-making skill, conflict over business goals, and interpersonal factors can also have a deleterious impact on the decision-making capacities of a small (or large) business.
5.Another possible strategy for retaining customers involves institutionalizing customer relationships.
(2)
VI.Writing (20%)(共1 大题，20 分)
Talk something about decision making with the title of Natures of Decision Makings please write a 150- 200 words on your Answer Sheet.
学院______ 学年第______ 学期
_______ 级—专业《商务英语实训课程》期末试卷参考答案
（A卷）（闭卷）
班级________________ 学号________________ 姓名_____________
共小题，每题分)
IL Decide whether statements 1-5 are true or false, according to the article. Mark it T if it is true or F if it is false on the answer sheet (15%)(共5 小题，每题3 分)
IIL Read the article below. For each question, mark one letter (A, B, C or D) on your Answer Sheet. (15 %)(共5 小题，每题3 分)
IV- There are ten mistakes in the following paragraph, please read it carefully and find them out. (10%)(共10小题，每题1分)
1.on一as
2. determine一determines
3. informations—information
4. by—upon
5. materials—material
6.categorizing—to categorize 7・ implying—imply
& by—in 9. after—as lO.requiring—required
V.Translations （20 %）（共5 小题，每题4 分）
1.组织的变化不仅影响企业而且影响到公司员工。

为了使结构有效性最大化，人的潜能应给予科学的管理，包括个人能力，个人时间，个人天赋。

2.财务报表分析包括三种类型：比率分析，横向分析和纵向分析。

3.为了使最后结果最大利益化，公司应直接用邮件联系零售商，与其他市场营销计划保持一致。

4.更重要的是，时间的有限性，个人能力的有限性，缺乏决策技能，与公司目标不符合，人际关系因素等都能给小（大）企业在决策能力上带来不益的影响。

5.另外一个维护客户的方法是使维护客户关系成为制度化。

VI.Writing （20%）（共1 大题，20 分）。