浙江广播电视大学绍兴分校2005学年第2学期普通专科.docVIP

浙江广播电视大学绍兴分校2005学年第2学期普通专科 商务交际英语（2）期末试卷（C卷） 2006年6月 班级 姓名 学号 题号 I II III IV V VI 总分 得分 得 分 评卷人 I. MULTIPLE CHOICE （10小题，每小题1分，共10分） Choose the letter indicating the best choice to complete each sentence or answer each question: Which of the following is NOT about the guidelines for writing effective instructions? Number each step and start it with a noun. Put the steps in sequential order. Describe each step separately so readers will not overlook a step. If a step should be carried out only under certain conditions, describe the conditions first. Why a clear and limiting is title an important part of a set of instructions or manual? Because it tells readers what steps they should follow. Because it tells readers what steps they should not follow. Because it tells readers what the instruction or manual does and does not cover. Because it tells readers whether the instruction or manual is effective or not. If you want to organize cumbersome detail into an easy-to-follow format, which of the following graphic type can you use? Organization chart drawing photograph table Which of the following is NOT a characteristic of a multimedia presentation? animation sound projection of three-dimensional objects video clips with sound Which of the following should be regarded as quality customer service? Be accessible. Give knowledgeable responses. Maintain continuous contact. All of the above Which of the following is TRUE? A service provider who lies is breaking the law. A service provider who lies is behaving unethically. A service provider who makes a mistake is breaking the law. A service provider who makes a mistake is behaving unethically. Which of the following is NOT considered nonverbal symbols that are used in the environment? Friendliness of the people in that environment. Physical appearance of furnishings and decor. Arrangement of tables, chairs, and so forth. Use of color. Why feedback is critical to a speaker? Because it is