试卷代号:3938国家开放大学(中央广播电视大学)2017年秋季学期“开放专科“期末考试管理英语2试题2018年1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。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。1931 一、交际用语(共计10分，每小题2分)1-5题:选择正确的语旬完成下面对话，并将答案序号写在答题纸上。1. -How do you think of the theme of our event? A. It s pretty good. B. 1 feel so sorry about that. c. l d like to have some tea. 2. -He11o, is that service center? The elevator of our apartment doesn t work. A. Oh, 1 dont know whats wrong with it. B. Sorry, l 11 have it checked out at once. C. Ok, 1 see. Thank you. 3.一Doyou mind if 1 record your lecture? Go ahead. A. Never mind. B. No, you d better not. C. Not at a11. 4.一My name is Helen, and 1 was born in 1980. My major was electrical engineering. A. Te11 m巳yourname, please. B. Te11 me a little bit about yourself, please. C. Tell me how old you are, please. 5. -Hi, Helen, 111 have an interview tomorrow. Im afraid 1 cant make it. A. Sure, you can. Take it easy. B. l m sorry to hear that. C. Tha t s a11 righ t. 1932 二、词汇与结构(共计30分，每小题2分)6一20题:阅读下面的旬子，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. -Whose textbook is this? -It J ohn s. It has his name on it. A. cant be B. must be C. might be 7. These tips may help you avoid一一一一bademployees for your company. A. to hire B. hiring C. hire 8. Customers product. refuse to filling the questionnaire are not permitted to buy the A. what C. who 9. 1 have coffee A. at C. on B. which breakfast time. B. in 10. The heating system of our apartment broke down so 1 made a call to the communtty serVlce center. A. discussion C. praise 11. Where are you used to A. buy C. buying B. complaint vegetables? B. bought 12. He says what he thinks and does what he wants to do，一一一一一_other people s feelings. A. according to C. because of B. r巳gardlessof 13. We should take the degree一一一一一_account when we recruit a new secretary. A. with C. of B. into 1933 14. At the end of the day, you want all attendees key message that you ve spent a long time reinforcing. A. leave C. leaving 15. Lets A. start C. starting 16. 1 didnt do B. to leave our plan. B. started last week. B. something your event to remember this A. nothing C. anythng 17. If 1 you, 1 more attention to the independent auditors report and financial statements in the annual report. A. was; shall pay C. were; would pay B. am; will pay 18. We feel with the inconvenience the service center brought us. A. disappointed B. worried C. surprised 19. You must the annual certification of employment online within 15 days. A. submit B. omit C. commit 20. Look! A. Here are the bus comes. B. Here comes the bus. C. The bus here come. 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 their dissatisfaction about the company and not about you as an individual. But if you wish to be 1934 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 custo口lers: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: U se 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 coneern 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 follow the above tips, you are on your way to succeeding in your career. 21. At whom do angry customers tend to aim their dissatisfaction and complaints? A. Staff members. B. Company managers. C. Those who accompany them. 22. When a customer shouts rudely at you, you should一一一一一A. argue back and protect yourself B. keep quiet and leave the customer alone C. keep calm and listen carefully to the customer 23. The underlined sentence “use your ears more than your mouth“ means一一一一一一A. Your mouth is not more important for you than your ears B. Y ou should listen more than you speak C. Y ou should talk more than you listen 1935 24. When dealing with an angry customer, which is NOT the righ