国家开放大学《商务英语4》Unit 2 Self-test试题及答案

选择填空题（每题10分，共5题）

—Hello, is that Sail Moving Company?

—_________________?

选择一项：

A. Yes, this is Jack speaking. Thanks for calling. What can we do for you

B. Yes, I'm Jack. Thanks for calling. What can we do for you

C. Yes, speaking. What can I do for you

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你的回答不正确

解析：本题考核“接听电话”的交际用语。在接听电话时，当第一说话人问对方是否是某人/单位，听者应明确说明自己是谁。B选项“我是杰克”应说成This is Jack而并非I am Jack；C选项没有说接电话的是谁，不正确。所以答案是A。

正确答案是：Yes, this is Jack speaking. Thanks for calling. What can we do for you

—How do you calculate the fee if we ask you to move the office furniture?

—_________________.

选择一项：

A. We can give you a 10% discount

B. Sorry, we are not available these days

C. The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move

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你的回答正确

解析：本题考核“计算费用”的交际用语。第一说话人问搬办公用具如何计算费用，选项A 表示给10%的优惠；选项B表示最近几天不方便；选项C表示费用取决于目的地所在的楼层、两个场所之间的距离以及要搬运的家具的数量，所以答案是C。

正确答案是：The cost depends on the floor to move to, the distance between two places and the amount of the furniture to move

Customers often remain _________ to a business that has excellent service even if their prices are high.

选择一项：

A. loyal

B. loyally

C. loyalty

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你的回答正确

译文：一家店若提供上乘的服务，就算价钱高一点，顾客们也通常会保持对其忠诚。

解析：remain 是系动词，后面需要跟形容词。loyal是形容词，意为“忠诚的”，loyally 是副词；loyalty是名词；所以答案是A。

正确答案是：loyal

Customers won't find store clerks sitting around _________ .

选择一项：

A. watching TV or playing cards

B. to watch TV or play cards

C. watching TV or to play cards

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你的回答正确

译文：顾客不会发现商店职员闲坐着，看看电视或打打牌什么的。

解析：现在分词短语可作状语表示伴随。选项A“看电视、打牌”动作伴随“闲坐”这个主要动作发生，选项B和C都有动词不定式结构，所以答案是A。

正确答案是：watching TV or playing cards

If things have _________ , the person you're talking to will want to know the reasons. 选择一项：

A. got up

B. gone wrong

C. turned down

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你的回答正确

译文：如果事情出了问题，跟你说话的人会想了解其中的原因。

解析：get up意为“起床”，go wrong意为“出错”，turn down意为“关小，调低；拒绝”，所以答案是B。

正确答案是：gone wrong

—What does the customer's complaint say?

—_________________.

选择一项：

A. He says he will write us a thank-you letter

B. He says he hasn't gotten back the monitor for repairs

C. He wants to know whether we could give him a discount

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你的回答正确

解析：本题考核“询问投诉”的交际用语。第一说话人询问客户投诉的内容，选项A说要给我们写一封感谢信，这与投诉相悖；选项B说还未收到送来修理的显示屏；选项C说想知道是否可以给点折扣，所答非所问；所以答案是B。

正确答案是：He says he hasn't gotten back the monitor for repairs

Some of the customers' complaints seem _________ .

选择一项：

A. inacceptable

B. unacceptable

C. unaccepted

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你的回答正确

译文：某些顾客的投诉看起来很难让人接受。

解析：inacceptable构词有误；unacceptable意为“难以接受的；不能容忍的”；unaccepted 意为“未被接纳的；被拒绝的”，所以答案是B。

正确答案是：unacceptable

Looking your customers in the eye shows that we are listening to them and hearing _________ .

选择一项：

A. why are they saying

B. how are they saying

C. what they are saying

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你的回答正确

译文：直视顾客的眼睛意味着我们在聆听，也听到了他们所说的话。

解析：hearing是及物动词，后面跟的宾语从句，应该用陈述句语序。选项B和C都是倒装语序，所以答案是C。

正确答案是：what they are saying

If any of the articles are damaged during move, you may make a _________ for compensation with our company.

选择一项：

A. request

B. demand

C. claim

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你的回答不正确

译文：如果您的任何物品在搬运过程中损坏，您可以向我们公司要求赔偿。

解析：make a request是有礼貌地或正式地提出要求，make a demand是义正词严地提出要求，make a claim是认为有权利而提出索赔的要求，所以答案是C。

正确答案是：claim

—What is the distance between the new building and your office?

—_________________.

选择一项：

A. It is near to the bus stop

B. It is about 15 kilometers

C. It is very close

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你的回答正确

解析：本题考核“询问地点”的交际用语。第一说话人问的是新办公大楼和原有办公室之间的距离，答语应该说明具体的距离。选项A说在公交车站附近；选项B说大约15公里，选项C说离得很近，所以答案是B。

正确答案是：It is about 15 kilometers

—The client said he had to send a monitor back three times before the problem was solved. Do you have a reason for this?

—_________________.

选择一项：

A. Well, I wonder whether the recent layoffs are affecting the quality of our customer service

B. What do you think? But I have no idea

C. That's the client's own problem, I guess

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你的回答正确

解析：本题考核“询问原因”的交际用语。第一说话人问客户的显示器送来三次才修好是什么原因，选项A直接回答了这个问题：“是不是最近的裁员影响了客服的质量”；选项B 没有回答原因，却反问对方；选项C把责任推卸到客户身上，不符合职场规范；所以答案是A。

正确答案是：Well, I wonder whether the recent layoffs are affecting the quality of our customer service

_________ the situation may be, make sure that you don't leave your customer with an unanswered question.

选择一项：

A. Whatever

B. Whenever

C. However

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