中央广播电视大学-贸英语试卷.docVIP

试卷代号：1051 中央广播电视大学2003—2004学年度第二学期“开放本科”期末考试 英语(经)专业 经贸英语(上) 试题 2004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。 二、仔细阅读题目的说明，并按题目要求答题。答案一定要写在答题纸指定的位置上，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。 ? Paper 1 Listening Test (15 points) Information for candidates [] There are three parts to the test and you will hear each part twice. [] There will be a pause before each part to allow you to look through the questions and other pauses to let you think about your answers. [] Write your answers in the spaces indicated in the test paper. Part 1 You will hear a short talk about how to deal with customers complaints on the phone. As you listen, mark the following statements True or False according to the information you have heard. (5 points) 1. The customer forms an opinion of the company in the first 9 seconds on the phone. 2. The customer service staff should avoid saying Oh, thats not my job. 3. The customer service staff should sound excited when it is necessary. 4. It is important to apologise to upset customers and avoid empty promises. 5. It is good business practice to say I will come back to you. instead of Can I ring you back? Part 2 You will hear part of a story about James and Anne. As you listen, answer questions 6--10 by filling in the numbers you hear. (5 points) In 1995 James and Anne OConnor decided to open a small shop selling sandwiches in the city centre about (6) miles from their home. They couldnt afford a bigger shop with a kitchen at the back as that would have cost an extra (7) pounds per month and they didnt have enough money. They planned to prepare the food at home and drive to the shop, a (8) -minute journey. They opened the shop in May and were soon doing very good business selling food to the people who worked in offices in the city. Everything went well for the first (9) months, but then, as the weather got colder, fewer people came into their shop. Takings were down by (10).__ and