试卷代号：3938 国家开放大学2020年春季学期期末统一考试 管理英语2试题 2020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。监考人收完考卷和答题纸后才可离开考场。 二、仔细读懂题目的说明，并按题目要求答题。答案一定要写在答 题纸的指定位置上，写在试卷上的答案无效。 1676 三、用蓝、黑圆珠笔或钢笔答题，使用铅笔答题无效。 四、考试时间为60分钟。 一、交际用语（共计10分，每小题2分） 1-5题：选择正确的语句完成下面对话，井将答案序号写在答题纸上。 LShould I leave earlier tomorrow morning? A. Yes, its better to leave earlier to avoid the morning traffic. B. Yes, you will. C. No,you shouldnt. 2. -How are you feeling now? A. Much better. B. Its OK. C. Thank you. 3. -What time does the train leave? A. On Tuesday. B. In the morning. C. At half past five. 4. -Good morning, Sunshine Community Center! May I help you? A. Id like to book one air ticket. B. Im glad to introduce myself to you. C. I need a plumber to repair the water pipe in my kitchen. 5. -Would you mind皿ingthe questionnaire for me? A. No problem. B. Sorry, I cant go there. C. I really appreciate that. 1677 二、词汇与结构（共计30分，每小题2分） 6-20题：阅读下面的句子，从A、B、C三个选项中选出一个能填入空白处的正确选项，并将答案 序号写在答题纸上。 6. One day, our dreams will reality. A. turn out C. turn away 7. I dont know B. turn into . I Just arrived here two rnmutes ago. A. whats going on B h . ow 1s gomg on C. who is going on 8. Write the telephone number down you forget. A. on case B. in case C. under case 9. you prepare cross training plans, you need to consider both the company benefits and the employee benefits. A. Although C.As B. Even if 10. We think that Smith should be told about his condition as soon as possible. A. physic C. physical B. physic 11. We should keep in mind the feedback is very helpful for planning future meetings and events. A. what C. when B. that 12. I m wntmg to a pos1t1on as a computer engmeer m your company. 1678 A. thank for C. apply for B. wait for 13. We it very much that youve come to give us a timely ride. Otherwise we would miss the train. A . appreciate B. expect C . promise 14. We feel with theinconvenience the service center brought us. A. disappointed B . worried C. surprised 15. Customers refuse to filling the questionnaire are not permitted to buy the product. A. what B. which C. Who 1 16. The music like the singing of a bird. A. hears C. listens B. sounds 17. Our workers have been checking the heating system since you called us. I you it will perform well soon. A. argue C. assure B. affect 18. the fog, we should have reached the annual meeting site on time. A. Because of B. In spite of C. But for 19. His action is always with his words. A. constant B. consistent C. continuous 20。Wehave to our annual work report to the manager next week. A. hand in B. hand out C. hands up 1679 三、阅读理解（共40分，每小题4分） 21-25题：阅读下列短文，从A、B、C三个选项中选出一个正确答案，并将答案序号写在答题纸上。 Passage 1 Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing the江 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 angry 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 possible 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 care: 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 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 follo, 入,the above tips, you are on your way to succeeding m your career. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff mem hers. B. Company managers. C. Those who accompany them. 22. When a customer shouts rudely at you, you should . A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer 1680 23. The underlined sentence Use your ears more than your mouth means . A. Your mouth is not more important for you than your ears B. You should listen more than you speak C. You should talk more than you listen 24. When dealing with an angry customer, which