338-商务交际英语下考试题型说明

338-商务交际英语下考试题型说明
商务交际英语下考试题型说明
考试题型与复习资料的一致，共五大题，各大题分值说明如下：
I.True or False, 10题，每题2分，共20分
II.Choose the best answer, 10题，每题2分，共20分
III.Answer the questions, 4题，每题5分，共20分
IV.Translation, 4题，每题5分，共20分
V.写作题，1题，共20分
商务交际英语下册2012复习资料
I.True or False
1.If an apology is necessary, it is best to make one without blaming any specific
person.
2.When you leave a voice mail message, you should talk quickly so you don’t get
cut off.
3.The internet is a great source of information, but it has little to do with customer
service.
4.As long as you speak clearly, the qualities of your voice don’t matter to listeners.
5.Speaking to a customer in person is the easiest way to communicate.
6.Addressing customers by name creates a favorable impression.
7.Clear enunciation is important when talking on the telephone because the other
person can’t see your face.
8.Touching is a type of nonverbal communication that can be
used to reinforce.
9.Paralanguage is the study of how something is said.
10.The nonverbal symbol of eye contact often is used to regulate communication.
11.Speakers may use nonverbal symbols to contradict a verbal message.
12.When determining a person’s attitude, people base more of their opinions on
words than on nonverbal symbols.
13.When a hitchhiker raises an arm and fist, and extends a thumb, the hitchhiker is
using nonverbal communication that substitutes.
14.Staying calm and professional will help even an irate customer maintain control
of his or her emotion.
15.When making seating arrangements for a meeting, separate potential
troublemakers.
16.V olunteer activities can be listed in the work experience section of your resume.
17.Effective meetings generally have only one objective.
18.Effective leaders know productive meetings must be long.
19.Active participants seldom accept ownership of a meeting.
20.Because meetings are inexpensive, they often are used by organizations to make
decision.
II.Choose the best answer to fill in the blanks:
a.Topic
b.Active listening
c.Orients readers
d.Feedback
e.Analyze your goals
f.Casual listening
1. ( ) is relaxed and requires little energy.
2. The first step in any job search is to ( ).
3. ( ) is intense and requires energy.
4. Like a topic sentence, an introduction explains the ( ) and ( ) to what is to come.
5. ( ) is the only way that a speaker will know whether his or her message has been understood.
a.Benefits
b.Contributions
c.Legend
d.Skeptical
e.Briefings
f.Introductions
g.Salary
h.Graph area
i.Leader
6. The two types of short presentations are ( ) and ( ).
7. In a multiple-line graph, use a ( ) to identify what each line represents, or label the lines within the ( ).
8. For an oral presentation, use indirect order when you expect the audience to be ( ) and unreceptive.
9. A ( ) should recognize ( ) to encourage participation by everyone.
10. Until you are offered a position, you should not ask questions about ( ) or ( ) during an interview.
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ndscape orientation
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panies
c.Indirect order
d.Economy
e.Left column
f.Abilities
11. The persuasive letters are presented in ( ) to prepare readers for the request before making it.
12. You should focus on your ( ) in the opening paragraph of an unsolicited letter of application.
13. ( ) means the paper is placed with the long edge at the top.
14. The difference between portrait and landscape orientation is the ( ).
15. Customer service is important because ( ) have to work harder and harder in a competitive ( ) to win--- and keep --- customers. Providing excellent customer service is one way to do so.
a.Facial expressions
b.Instructions
c.Choosing the best visual aids
d.Manual
e.Applicants
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munication skills
g.Presenting your visual aids
h.Interview
i.feedback
16. A clear and limiting title tells reader what the ( ) or ( ) does and does not cover.
17. The ( ) process helps an employer compare ( ) and decide which person to hire.
18. The four steps in the visual aids process are: deciding whether your communication requires visual aids, ( ), preparing your visual aids, and ( ).
19. Customer service providers can provide ( ) by nodding, smiling, using appropriate ( ), and so on to let a customer know they are listening.
20. Using graphic aids will improve your ( ) because most people what they see much longer and better than what they hear.
a.subordinate’s
b.status
c.spacious
d.sign
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e
f.location
in an office environment, the size, 21 ( ) (corner office, distance from the top manager’s office, and so forth), and 22 ( ) of space may be a 23 ( ) of a person’s status. Generally, the more 24 ( ) an office, the higher the 25（）. Persons of higher status also may enter a 26 ( ) space unannounced.
a. gaining
b. potential
c. presenting
d. appeal to
e. respond
a sales letter tries to persuade a 27 ( ) customer to purchase a product or service. Like other persuasive messages, it involves
28 ( ) the reader’s attention, establishing a need, showing a how
a product or service will meet that need, 29 ( ) supporting information, and providing for an easy way for the reader to 30 ( ). A sales letter might 31 ( ) readers’senses by describi ng how something looks, sounds, feels, smells, or tastes. This appeal can range from the warm , cinnamon smell of apple pie to the silky feel of a new blouse.
a.pointer
b.transparency
c.projector
d.audience
face the 32 ( ) when using your visual aids. Audience members prefer to see the front of you. When you speak, they can hear you better if you are facing them rather the screen behind you. When using a 33 ( ), hold the pointer in the hand closest to the visual aid to avoid turning your back to the audience. Read from your 34 ( ) while facing the overhead 35 ( ) (and thus your audience) rather than turning around to read from the screen. Likewise, read from your computer monitor rather than turning toward the projected image as you speak.
a.provider
b.convenient
c.critical
d.maintaining
e.impact
customer contact refers to 36 ( ) customer satisfaction by communicating in a timely manner by whatever means is 37 ( ) for the customer. Returning telephone calls, messages, and email promptly is a 38 ( ) means ensuring the delivery of quality customer service. Determining what is timely, however, is up to
you. The industry in which you work, the type of products or services you provide, and the type of customer all have an 39 ( ) on how quickly a good customer service 40 ( ) responds to communication from customers.
III.Answer questions:
1.Why is the formatting (appearance on the page) of instructions so important?
2.After writing a set of instructions, how can you determine whether you did a good
job?
3.How can you tell the difference between a set of instructions and a process
description?
4.Why is it important that you know how to use graphic aids?
5.What’s the difference between a flowchart and a pie chart?
6.What should you strive for in creating your graphs?
7.What are the four steps in the visual aids process?
8.Why is customer service important?
9.What can customer service providers do to let a customer know they are listening?
10.Why is it considered unethical for a customer service provider to reveal private
information such as a customer’s health or financial status?
11.What opinion might a customer form if you fail to enunciate clearly, or if you
mispronounce words?
12.The listening process has the following four steps.
A.
B.
C.
D.
13. Describe the characteristics of the two types of listening.
14. List the five steps in planning a formal presentation.
A.
B.
C.
D.
E.
15. How can you participate effectively in a meeting?
A.
B.
C.
D.
IV.Translation
1. A description is a verbal and visual picture of something. You might be asked to
write a description of an object or a mechanism, usually as part of a report or a manual. An object is something natural or synthetic that can be seen or touched, ranging from an apple, to a coffee cup, to a pencil. A mechanism is a synthetic object that consists of several moving parts working together to perform one or more tasks. A mechanism can be as simple as a pencil sharpener or as complex as
a computer.
2. A graphic aid provides a visual representation of the words in your message.
Graphic aids provide an efficient means of presenting dense amounts of information in a way that can help the audience understand your message.
Because most people remember what they see much longer
and better than what they hear, graphic aids are important for you to know how to use as you work to improve your communication skills.
3.“customer service is more important than ever.” Pick up any business magazine or
company newsletter, and you may read those words. But why? Customer service—the performance of activities to ensure customer satisfaction—has been around for a long time. Why is it so important now? Simply put, customer service is more important now because there are more customers and more companies providing customer service.
4.Customer contact refers to maintaining customer satisfaction by communicating in
a timely manner by whatever means is convenient for the customer. Returning
telephone calls, messages, and e-mail promptly is a critical means of ensuring the delivery of quality customer service. Determining what is timely, however, is up to you. The industry in which you work, they type of products or services you provide, and the type of customer all have an impact on how quickly a good customer service provider responds to communication from customers.
5.Active listening is important. Nod your head, look concerned, or indicate with
other types of body language that you are indeed listening. Avoid tapping your fingers or fidgeting with a pen. Those actions send the message that you are not listening or not interested. Eliminate or do your best to block your barriers to
communication. Don’t be afraid to say, “let’s step over here where it’s more quiet. ”Your customer will only be grateful
that you have made it easier to communicate.
6.Listening carefully, using appropriate body language, and interpreting other
people’s body language are just as important to good communication as speaking clearly and using appropriate words. The nonverbal messages you send by means of your appearance, posture, and facial expressions are strong messages. A receiver is likely to remember a nonverbal message even after he or she forgets a specific verbal message. A service provider who sits slumped in a chair may say all of the right things, but the customer is likely to walk away thinking about how bored- or rude- the service provider was, not about the helpful service he provided.
7.Spoken or written symbols make up the verbal part of a message and are
accompanied by nonverbal symbols. However, a nonverbal message may not have
a verbal counterpart. Nonverbal symbols—body language, appearance, touch,
space, time, voice—exist in written and oral communication as well as in the environment.
8.In an office environment, the size, location (corner office, distance from the top
manager’s office, and so forth), and use of space may be a sign of a person’s status.
Generally, the more spacious an office, the higher the status. Persons of higher status also may enter a subordinate’s space unannounced.
9.How you use time is another aspect of nonverbal communication. If someone asks
you to do something as soon as possible, you feel urgency. If someone asks you to do something immediately, you might stop what you are doing and fulfill the request. Arriving on time for appointments and job interviews and responding promptly to requests communicate your sense of responsibility and respect for other people’s time as well as your own.
10.Too much confidence can hurt you. If others see you as cocky, inflexible, or as a
“know it all”, they will see you as self-centered and unrealistic about your own abilities. They will probably respond to you negatively and with serious questions about your “ability to work with others” or your “ability to get the job done”。

11.Preparing formal oral presentations is challenging. A long speech may last from
20 minutes to more than an hour. As part of your preparation, determine the
objective of your speech, analyze the audience, determine the time available for the speech, gather information, and determine the appropriate mode of delivery. 12.Memorizing an entire speech is not recommended because you may forget lines or
become flustered. Also, a memorized speech often sounds stilted and formal.
Memorizing a quotation or opening or closing remarks, however, can be effective.
13.Nonverbal symbols add to or detract from an oral presentation. They indicate how
the speaker feels about the situation—relaxed, nervous, or confident. Important nonverbal symbols during oral presentations include eye contact, facial expression, gestures,
and posture.
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e an agenda to determine and control the direction o
f the meeting. Problems
arise when meeting participants stray from the topic—when attention drifts to peripheral issues or personal stories. Remain polite and friendly, but keep the group on track. When participants ramble, summarize what you think they have said and ask a question to point them in a specific direction.
15.face the audience when using your visual aids. audience members prefer to see the
front of you. when you speak, they can hear you better if you are facing them
rather than the screen behind you. when using a pointer, hold the pointer in the hand closest to the visual aid to avoid turning your back to the audience. read from your transparency while facing the overhead projector (and thus your audience) rather than turning around to read from the screen. likewise, read from your computer monitor rather than turning toward the projected image as you speak. V.writing
1. edit and rewrite the following section on work experience using action verbs and sentence fragments.
Work Experience
October 2003 to now store manager
Swall Future Mall. involved with all aspects of operations,
including personnel scheduling, marketing research, and
financial reporting. sales were 20 percent higher in 2003
than in 2004, due to promotional programs I developed a
plan for and then put into motion.
Jan. 2002 to Sept. 2003 assistant store manager
fashion outlet, Guang zhou.
learned personnel management, store security, and
Microsoft Office system. my shoplifting prevention
program saved RMB 10000 in annual losses during the first season.
Feb. 2000 to Dec. 2001
head cashier
fashion outlet, Shen zhen. in charge of 2 full-time and 6
part-time cashiers, including training and supervision. I also balanced the cash registers and made reports on cash
register receipts to the head office.
2. Please construct a letter to your former employer—Miss George, in which you ask for a letter of recommendation that you can offer to your future employers. The company you used to work for is called Click which is a supermarket, and your former job was a manager assistant.
3. suppose you were in charge of the Collection Department. one customer’s payment is overdue, and one of your employee has written a reminder-stage collection letter. but the letter is not polite in tone, please rewrite the reminder-stage collection letter so it doesn’t cost the company a customer.
Dear customer,
Our records prove that your payment in December is over due. You have to send us a part of the payment immediately and send the rest by the end of January 12. Please call us 488 832000 to tell us about the reason why you missed the payment. we hope you will give us an detailed explanation for the matter. Thank you for your attention to this matter. looking forward to your call and your payment.
4. a sales letter tries to persuade a potential customer to buy
a product or service. it should involves gaining the reader’s attention, establishing a need, showing how a product or service will meet that need, presenting supporting information, and providing for an easy way for the reader to respond. suppose you were a sales representative working in D& O Comfort Feet. please compose a sales letter to persuade your customer to buy the shoes of the latest style.
Key
I. True or False
1-5 T F F F F,
6-10 T T T T T .
11-15 T F T T T
16-20 T T F F F
II. Choose the best answer.
1. F
2. E
3. B
4. A C
5. D
6. E F / F E
7. C H
8. D
9. I B 10. A G / G A
11. C 12. F 13. A 14. E 15. B D
16. B D / D B 17. H E 18. C G 19. I A 20. F
21. F 22. E 23.D 24. C 25.B 26. A
27. B 28. A 29. C 30. E 31. D
32. D 33. A 34. B 35. C
36. D 37. B 38. C 39. E 40. A
III. Answer questions
1.People often read a step and complete it before reading the next step. If the steps
are not numbered and easy to find, readers may skip a step or accidentally repeat one.
2.See if someone is unfamiliar with the task can follow the instructions without
making errors or asking questions.
3.Instructions will be in numbered steps so readers can carry out the process. A
process description will be in paragraphs that describe what happens, but not how
to make it happen.
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ing graphic aids will improve your communication skills because most people
remember what they see much longer and better than what they hear.
5. A flowchart is a step-by-step diagram of a procedure of process. A pie chart shows
how the parts of a whole are distributed and how the parts relate to one another. 6.Simplicity of design because you want the reader to be able to easily interpret the
information.
7. A. Deciding whether your communication requires visual aids.
B. Choosing the best visual aids
C. Preparing your visual aids.
D. Presenting your visual aids.
8. Customer service is important because companies have to work harder and harder in a competitive economy to win, and
keep customers. Providing excellent customer service is one way to do so.
9. They can provide feedback by nodding, smiling, using appropriate facial expressions, and so on.
10. Maintaining confidentiality is part of providing service in an ethical manner. Private information, particularly relating to health and finances, should not be revealed to anyone who is not authorized to know.
11. The customer may assume that you are incompetent, poorly educated, or sloppy. These impressions do not build customer confidence.
12. A. Hearing the message
B. Focusing attention on the speaker and the message.
C. Understanding the message.
D. Remembering the message so that you can repeat it if necessary.
13. Casual listening is relaxed and requires little energy.
Active listening is intense and requires energy.
14. A. Determine the objective
B. Analyze the audience
C. Determine the time available
D. Gather the information
E. Determine the mode of delivery
15. A. Arrive on time
B. Participate actively
C. Improve the group’s decisio n making
D. Make a positive impact on the meeting.
IV. Translation
1．描述是对某物的文字说明以及形象化的表现。

你可能要就一个物体或者一个机械装置做出描述，通常是作为一个报告或操作手册的
一部分。

这个物体可以是一个天然或人工的物体，它可以看得见或摸得着，它可能是一个苹果、一个咖啡杯，或一支铅笔等。

而一个机械装置是一个综合的物体，有几个运转部分组合在一起进行一种或多种工作。

一个机械装置可以像削铅笔器那样简单，也可以像一台计算机那样复杂。

2．图示以图像形式再现文字信息。

图示是一种体现大量信息的有效手段，有助于受众的理解。

由于大多数对于所看见的比他们所听到的东西记忆时间更长、内容更多，所以对于你来说，知道在工作中如何用图示来提高你的交流技能是很重要的。

3．“现在客户服务比任何时候都更重要。

”当你拿起任何一本商务杂志或者公司的业务通讯，你都能读到这些字句。

这是为什么？客户服务--- 这些保证客户满意的活动---已经进行很长时间了。

为什么现在显得如此重要？
简单地说，因为现在客户越来越多，提供客户服务的公司也越来越多，所以客户服务就越来越重要。

4．与客户联系指用一切方便客户的方式及时与客户交流，让客户始终满意。

及时回复电话、信息和电子邮件，这些是保证客户服务质量得很重要的手段。

然而，什么是“及时”是由你来决定的。

你所在的行业，你所提供的产品或服务的种类，以及客户类型，这些对于一个优秀职员来说都是决定何时回应客户的重要因素。

5．认真聆听很重要。

你可以点头，用关注的表情或其他的肢体语言来表示你确实在倾听。

避免轻叩手指或者心不在焉地玩弄钢笔。

这些动作表明你没有倾听或者你不感兴趣。

你要消除或者尽量克服交流中的障碍。

不要怕说：“到这边来，这里更安静一点。

”你的顾客会更感激你，交流也会更容易一些。

6．对高质量的交流来说，仔细倾听，使用恰当的肢体语言，理解他人的肢体语言等，都与话语清晰，用词恰当同样重要。

外表、姿势和面部表情等所传递的非言语信息是让人印象深刻的信息。

信息接受者在一段时间后或许忘记了具体的口头信息，但是很可能会记住非言
语信息。

一个歪在椅子里的服务员所说的话可能全是对的。

但是顾客可能会觉得他很无聊或者粗鲁，不去考虑他所提供的有益的服务。

7．口头和书面符号组成信息的言语部分，他们伴有相应的非言语符号。

然而，一个非言语信息可能并没有与其对应的言语信息。

非言语符号---体态、外貌、触摸、空间、时间、声音---存在于书面和口头的交流中，也存在与环境之中。

8．在办公室环境中，房间的大小、位置（办公室的角落、与最高管理者的距离等等）以及空间的使用可能是个人地位的一个标志。

一般来说，办公室越宽敞，地位越高。

并且，上司可不打招呼直接进入下属的空间。

9．怎样使用时间是非言语交际的另一个方面。

如果有人让你尽快作某件事
情，你会感到紧急。

如果有人让你马上去做某事，你可能会停下手中的活去满足他的要求。

按时赴约、按时参加工作面试，对要求迅速做出反应，这些都传达了你的责任感以及对别人和时间的尊重。

10．过分的自信会伤害你。

如果别人认为你骄傲自大，固执己见或者无所不知，他们就会认为你以自我为中心，对自己能力存在不切实际的看法。

他们可能对你做出负面的反应，而且怀疑你“与他人合作的能力”和“完成工作的能力。

”
11．准备正式的口头陈述是有挑战性的。

一次较长的讲话可能会持续20分钟到一个多小时。

作为准备工作的一部分，你要确定陈述的目的、分析听众、确定陈述的时间，收集信息，并要确定陈述的适当方式。

12．背诵整篇讲话稿并不可取，因为你可能会忘词或慌乱不安。

而且，背诵的讲话听起来往往生硬拘谨。

然而，记住一条引语，开头或结束语却可能有用。

13．非言语符号会对口头陈述有所增色或减损。

它显示出讲话者对当时情况的感觉---- 放松、紧张或是自信。

在口头陈述中一些重要的非言语符号包括眼神交流、面部表情、手势和姿态。

14．利用议程来确定和把握会议的方向。

当参会者偏离主题时，
问题就会产生---- 注意力转移到边缘话题或是个人故事上。

保持礼貌和友好，但使与会人员保持既定方向。

当与会人员的谈话漫无边际时，概括你认为他们所说的意思，然后提一个问题把他们引向正确的方向。

15．当你使用视觉辅助手段时，要面对听众。

听众愿意看你的正面。

当你说话时，正对听众而不是正对你身后的屏幕，这样听众会听得更清楚。

当你使用指示棒时，要将其拿在靠屏幕侧的手里，以避免背对听众。

当你使用投影仪时，要面对投影仪从胶片上读，（这样你也就面对观众了），而不要转身阅读屏幕。

同样，当你讲话时，要从电脑屏幕上阅读而不要面向投影影像。

V. writing
1. Please refer to Chapter 12, III. Exercise, 2, in English & Communication for Colleges Study Guide.
2. Please refer to Chapter 12, III. Exercise, 1, in English & Communication for Colleges Study Guide.
3 . Please refer to Chapter 7 II. Exercise. 5, in English & Communication for Colleges Study Guide.
4. Please refer to page 26 in Chapter 7.3, Writing Different Kinds of Persuasive Messages, in English & Communication for Colleges。