I. MULTIPLE CHOICES (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. Your judgment should be based on your understanding of the course book.
1. The _________ in an instruction warn readers about possible injury or other dangers.
A. special skills B. cautions C. time frame
2. How does a process description function?
A. It describes what an object is like.
B. It explains how something works.
C. It explains how to perform a process.
3. Graphic aids provide a(n) ________ representation of words.
A. audio B. verbal C. visual
4. A ________ is used to show how the parts of a whole are distributed.
A. pie chart B. line graph C. map
5. A service culture is a combination of ________ policies and attitudes that penetrate a company.
A. customer-focused B. technology-focused C. capital-focused
6. Choose the most appropriate response to this customer inquiry: “What was the profit margin on that project? I need the information for my monthly report.”
A. Why would I tell you? You are not my customer.
B. I’m not sure but it might be about 48 percent.
C. I don’t know, but I can find out for you. I’ll call you in a few minutes.
7. ________ is what you do most frequently in the daily life.
A. Intensive listening B. Casual listening C. Active listening
8. Active participation in meetings means that ________.
A. you should keep the meeting under control
B. you are partially responsible for the meeting
C. you must not make any important decisions
9. Which of the following is NOT a popular meeting time?
A. Early in the morning. B. Right after lunch. C. Late in the evening.
10. Use a general resume if ________.
A. you are applying for a variety of jobs
B. you’ve got one particular job in mind
C. you’ve targeted on one or two companies
II. TRUE / FALSE (10小题，每小题1分，共10分)
Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book.
11. Unfamiliar terms may discourage people from reading the instructions.
12. In describing a process, begin each step with a verb.
13. A drawing is used to emphasize details of an idea or procedure.
14. You need to pay more attention to external customers than internal ones.
15. The pitch of your voice is its highness or lowness.
16. Nonverbal symbols exist only in oral communication.
17. The social zone is common for most business meetings or social gatherings.
18. To memorize a speech means to read it from a written copy of the speech.
19. When scheduling a meeting, consider the travel needs of the participants.
20. There is no need to do research on specific organizations in job searches.
III. QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)
21. What is an RFP? What does a company use it for?
22. List at least TWO ways to foster trust with a customer.
23. List at least TWO examples of nonverbal symbols.
24. What does an effective meeting need?
25. List at least FOUR sections contained in a resume.
IV. READING COMPREHENSION (10小题，每小题2分，共20分)
Read the following two passages and answer the questions.
Passage One
Benjamin Contreras works in the shipping department of a large publisher. When customers return damaged books, the damage often is not obvious to the clerks who unpack them. They sometimes place these books back on the warehouse shelves. The damaged books are then shipped out again to the next customer who orders them. That customer finds the damage, returns them again, and usually complains about the inconvenience.
Benjamin thinks the company could avoid shipping out damaged books by creating labels that identify the books as damaged. The company could send the new labels to customers who want to return damaged books. When the damaged books arrived back at the warehouse with the new labels, the clerks would know to give the customer credit for the return and then destroy the books.
Benjamin’s supervisor, Karen Horner, likes this idea and has the new labels made. She asks Benjamin to write a letter to customers, explaining how to use the labels. Karen decides that he also should write a complete set of instructions for returning books. This would prevent customers from shipping by the wrong method, sending the books to the wrong address, and so on. She also asks Benjamin to write a description of the ret urn process for staff in other departments because they often ask questions about it.
Benjamin has read many sets of instructions and assumes that a description of a process would be very similar. He thinks he probably could just give other staff members a copy of the instructions he writes for the customers. Benjamin is concerned about the customers’ reaction to the instructions. He often talks with them on the phone and knows they are very busy and tend to be impatient. They may not read the instructions; some may be annoyed at even receiving them.
26. Which department does Benjamin work in?
A. Sales department. B. Shipping department. C. Accounting department.
27. According to Benjamin, if there are labels that ________, the company can avoid shipping out damaged books.
A. tell the books are damaged
B. show the books are new C. offer customers discounts
28. Benjamin is asked to ________.
A. design the labels B. destroy the books C. write an instruction
29. Benjamin is customers’ reactions to the instruction.
A. surprised at B. angry with C. concerned about
30. Which of the following writings is applied by Benjamin?
A. Object description. B. Process description. C. Mechanism description.
Passage Two
From time to time, whatever our occupations are, we need to persuade others to see things our way. Often we have to use persuasion to favorably influence customers, suppliers and shareholders. Although persuasion is a skill valuable in any job, few people receive any relevant training -except professional salespeople. Selling, a dirty word to many people, is the art of persuasion. Everyone can benefit from learning the basic techniques of selling.
Customers do not make buying decisions unless they recognize a need which the sales person can satisfy. You need to be able to ask the right questions in a way which is relevant to your customers’ interests. If you can do so, the customer will answer fully and honestly, because he can see a benefit in doing so. Once a customer acknowledges a need, he is more willing to listen to the benefits of the product. He will not necessarily be interested in the product itself, but in what it can do to satisfy his need.
Generally speaking, salespeople employ five skills. First, they ask questions and really listen to the replies so they can identify the customer’s needs exactly. Second, they describe those benefits of the product which meet that customer’s needs. Third, they use evidence to support any claims made. Fourth, they overcome objections. Finally, they close the sale. These techniques can be used positively by us all, at work and in our daily lives.
31. According to the passage, how can we favorably influence others?
A. By considering things in their ways.
B. By persuading them in favor of us.
C. By listening to them effectively.
32. According to the passage, which of the following statements is true?
A. Persuasion is useful only in marketing and sales.
B. Everyone can be successful in selling.
C. Many people have bad feelings to the word, selling.
33. According to the passage, customers decide to buy a product when _______.
A. they realize the product is a necessity to them
B. their friends and relatives have the same product
C. they have enough money to buy the product
34. If a salesperson shows you some statistics to prove his product is popular, he is using the skill _____mentioned in the last paragraph.
A. second B. third C. fourth
35. The author’s attitude to selling is ________.
A. positive B. negative C. indifferent
V. TRANSLATION (4段短文，每段5分，共20分)
Translate the following passages into Chinese.
36. To organize a persuasive message, follow these steps: (1) gain the reader’s attention, (2) show the reader that he or she has a need, (3) explain your solution to that need, (4) present the supporting information and (5) end by asking for a specific action.
37. A graphic aid provides a visual representation of the words in your message. Because most people remember what they see much longer and better than what they hear, graphic aids are important for you to know how to use as you work to improve your communication skills.
38. Think of the introduction as a transition from the greeting to the topic of the conversation. An introduction may be direct or indirect.
39. ‘It’s not what you say, but how you say it that counts.’ Paralanguage involves the nonverbal symbols that accompany a verbal message and reveal the difference between what is said and how it is said.
VI. WRITING (30分)
40. Create a table that arranges into rows and columns the information in the paragraph below. Include a title for the table as well as labels at the top of each column. (10分)
The University has set eight courses at Level One from Monday to Friday: two for Monday, International Trade from 9: 00 to 11: 00 and Foundations to International Finance from 15: 00 to 17: 00; two for Tuesday, Economic Law from 9: 00 to 11: 00 and History of Economy from 15: 00 to 17: 00; one for Wednesday, Comparison between Western and Chinese Cultures from 9: 00 to 11: 00; two for Thursday, English Reading from 9: 00 to 11: 00, and International Politics from 15: 00 to 17: 00; one for Friday, Business English from 15: 00 to 17: 00.
41. You are working as an office clerk in a trading firm in Shanghai. You wish to apply for the position of office manager in Premier Business Co. , ltd , whose advertisement has recently been published on the Beijing Youth. Your letter of application should include the following information: (20分)
• You are 32 years old, not married.
• You graduated from Nanjing University as B. A. in management. After that you went on for one year’s united courses by Nanjing University and Johns-Hopkins University of U.S.A.
• You have worked for five years in the trading firm in Shanghai.
• You are going to enclose your resume and credentials (证明文件) of your education qualification.
参考答案
I. MULTIPLE CHOICES (10小题，每题2分，共20分)
Choose the letter indicating the best choice to complete each sentence or answer each question.
1. B 2. B 3. C 4. A 5. A
6. C 7. B 8. B 9. C 10. A
II. TRUE / FALSE (10小题，每小题1分，共10分)
Write a T in the space provided if the statement is true. Write an F in the space if the statement is false. Your judgment should be based on your understanding of the course book.
11. T 12. F 13. T 14. F 15. T
16. F 17. T 18. F 19. T 20. F
III. QUESTIONS AND SHORT ANSWERS (5小题，每小题2分，共10分)
21. What is an RFP? What does a company use it for?
An RFP is a request for proposals. A company sends out an RFP to solicit proposals for making decisions.
22. List at least TWO ways to foster trust with a customer.
(1) Make oneself accessible to the customer. (2) Give the customer knowledgeable responses. (3) Maintain continuous contact with the customer. (List at least two)
23. List at least TWO examples of nonverbal symbols.
They are body language, appearance, touch, space, time or voice. (List at least two)
24. What does an effective meeting need?
It needs competent participants, organization and effective leadership.
25. List at least FOUR sections contained in a resume.
(1) Heading, (2) job objective, (3) special qualifications, (4) work experience, (5) education, (6) activities, interests and achievements, (7) personal information and (8) references. (List at least four).
IV. READING COMPREHENSION (10小题，每小题2分，共20分)
Read the following two passages and answer the questions.
Passage One
26. B 27. A 28. C 29. C 30. B
Passage Two
31. B 32. C 33. A 34. B 35. A
V. TRANSLATION (4段短文，每段5分，共20分)
Translate the following passages into Chinese.
36. To organize a persuasive message, follow these steps: (1) gain the reader’s attention, (2) show the reader that he or she has a need, (3) explain your solution to that need, (4) present the supporting information and (5) end by asking for a specific action.
37. A graphic aid provides a visual representation of the words in your message. Because most people remember what they see much longer and better than what they hear , graphic aids are important for you to know how to use as you work to improve your communication skills.
38. Think of the introduction as a transition from the greeting to the topic of the conversation. An introduction may be direct or indirect.
39. ‘It’s not what you say, but how you say it that counts.’ Paralanguage involves the nonverbal symbols that accompany a verbal message and reveal the difference between what is said and how it is said.
VI. WRITING (2大题，40题10分，41题20分，共30分)
40. Create a table that arranges into rows and columns the information in the paragraph below. Include a title for the table as well as labels at the top of each column. (10分)
The University has set eight courses at Level One from Monday to Friday: two for Monday , International Trade from 9:00 to 11:00 and Foundations to International Finance from 15:00 to 17:00; two for Tuesday, Economic Law from 9:00 to 11:00 and History of Economy from 15:00 to 17:00; one for Wednesday, Comparison between Western and Chinese Cultures from 9:00 to 11:00; two for Thursday, English Reading from 9:00 to 11:00 and International Politics from 15:00 to 17: 00; one for Friday , Business English from15:00 to 17:00.
评分标准：
内容：5分
格式、拼法及其它：5分
41. You are working as an office clerk in a trading firm in Shanghai. You wish to apply for the position of office manager in Premier Business Co. ltd, whose advertisement has recently been published on the Beijing Youth. Your letter of application should include the following information: (20分)
• You are 32 years old, not married.
• You graduated from Hunan University as B.A. in management. After that you went on for one year’s united courses by Central-South University and Johns-Hopkins University of U. S. A.
• You have worked for five years in the trading firm in Shanghai.
• You are going to enclose your resume and credentials (证明文件) of your education qualification.
评分标准：
信件内容切题完整，语句连贯，条理清楚，语法基本正确，语言通顺恰当，信件格式正确。
内容：10分
格式：5分
句子结构、语法：3分
拼法、标点：2分
