出自:国家开放大学-商务英语

— 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
The American idea of customer service is _________ each customer the center of attention. 选择一项: A. made B. to make C. make
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
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
Customer service is the service or care that a consumer receives before, during and after a purchase. It.s one of the factors that come in to play when a consumer is determining buying value, the other is the quality of the product or service that is being 回答 .   Consumers often must encounter an experience to not only be a satisfied customer, but a loyal customer. Customer service is a part of that experience.   Top notch service will create 回答 and a returning customer, which is what we all must strive for.   Excellent customer service is 回答 to businesses today. It.s a component that is often missing, unfortunately. How do you provide great customer service? Always make your customer a 回答 . Greet them in a friendly manner, whether that be via telephone, email or in person. Let them know you are there to help and that you will take care of them, not only before the sale but after as well. After all, in a thriving business customers are not 回答 ; it.s a requirement for businesses to survive.   选自:http://marketing.about.com/od/plantutorialsandsamples/a/What-Is-Customer-Service.htm
—Okay then, so to confirm: a 6% discount but you pay all the shipping and installation costs. —____________. I.ll call you tomorrow. 选择一项: A. Sorry, it.s not clear B. That sounds all right C. Sorry, we didn.t discuss about that
—Hello, this is Lucas Bowen. I.d like to order some machines. —___________. When do you need them? 选择一项: A. Sorry, I am busy B. No problem C. No, you can do it online
In business,whatever you do, do not ____ illegal benefit. 选择一项: A. chase B. choose C. challenge
When the rest of the room ______ emotional, stay cool and use logic to negotiate and close. 选择一项: A. get B. gets C. got
They wanted to ______ a discussion on economics. 选择一项: A. initiative B. initiate C. initial
Another example is reading non-verbal communication. 回答 read the non-verbal communication of another person can be a great asset in the communication process. By being aware 回答 different signs and expressions 回答 a person gives verbally and non-verbally, a negotiator can adjust his/her approach and the negotiation can go smoothly. If 回答 , it may be helpful for negotiation partners to spend time together in a comfortable atmosphere outside of the negotiation room. Being familiar with another person helps you to 回答 the differences between verbal and non-verbal communication within the negotiation atmosphere.
—I am going to ask for a pay rise. —_________. 选择一项: A. I don.t think you are worth B. Let me pay for it C. I think you may talk to your boss
—Thanks for inviting me, John, but I.ve already made other plans. — _________. Maybe another time. 选择一项: A. I hope you enjoy it B. That.s good C. Oh! I.m sorry to hear that
Trademarks, proprietary service marks and regulations need _____ carefully. 选择一项: A. to be observed B. be observed C. being observed
Some of the _____ solutions will support these requirements better at the moment. 选择一项: A. property B. prosperity C. proprietary
Among the critiques were allegations ____ some franchise uses its political influence to increase its profits. 选择一项: A. which B. what C. that
China has the most franchises in the world but the scale of their operations is relatively small. Each system in China has an average of 43 outlets, compared to more than 540 in the United States. Together, there are 2,600 brands in some 200,000 retail markets. KFC was the most significant foreign entry in 1987 and is widespread. Many franchises are in fact joint-ventures, as at their forming the franchise law was not explicit. For example, McDonald.s is a joint venture. Pizza Hut, TGIF, Wal-mart, Starbucks followed a little later. But total franchising is only 3% of retail trade, which seeks foreign franchise growth. The year 2005 saw the birth of an updated franchise law, “Measures for the Administration of Commercial Franchise”. Previous legislation (1997) made no specific inclusion of foreign investors. Today the franchise law is much clearer by virtue of the 2007 law, a revision of the 2005 law. The laws are applicable if there are transactions involving a trademark combined with payments with many obligations on the franchisor. The law comprises 42 articles and eight chapters. 1. According to the passage, the passage mainly talks about 回答 . A. the scale of franchising in China B. the franchise law in China C. an outline of franchising in China 2. KFC was the 回答 foreign franchise to China in 1987 and is widespread. A. most profound B. first C. wealthiest 3. Many franchises are in fact joint-ventures, because 回答 . A. at the beginning stage, franchise law was not so clear B. at the beginning stage, many franchises could not find the right partners C. many foreigners were not familiar with Chinese culture 4. Foreign franchise grows in China because of 回答 . A. the open policy B. the small amount of retail trade C. the Chinese culture 5. The writer has the 回答 attitude to franchising in China A. negative B. positive C. neutral
—Henry, what do you think of the new team? — ________ , I think the team is starting to get along quite nicely. 选择一项: A. Yes, you.re right B. Not so good C. Very well on the whole
—Larry is the biggest airhead I.ve ever met. He always makes careless mistakes, and he.s a pain to work with. — ________ . You.ll always have some co-workers that are harder to work with than others, you know. 选择一项: A. I have the same feeling to you B. You really have it C. You shouldn.t be so negative
The team members are _______ and helping each other out. 选择一项: A. going on B. getting along C. setting up
The people in your department seem so ______ and nice to be around. 选择一项: A. capacity B. capable C. capably
Even though he.s ______ out of college and still a bit green, he is a great co-worker. 选择一项: A. flesh B. fresh C. flash
Team Spirit   Team spirit can make or break a team. Teammates who have team spirit are better able to work together and achieve team goals. They are also more satisfied with their team activities. John Wooden, a former basketball coach at UCLA, said, “Team spirit means you are willing to sacrifice personal considerations for the welfare of all. That defines a team player.” There are certain skills team members develop that serve as good examples of team spirit.   Cooperation   Cooperating is simply working together as teammates for the good of the team. Cooperation is a skill that team members can sharpen during practice. For example, basketball players must practice passing the ball in different plays and situations. Team efficiency is directly related to the cooperation of its members. Acting cooperatively is a good way to show team spirit because doing so contributes to the overall success of the team.   Motivation   Team members must fulfil their duties with their full efforts. Staying motivated shows team spirit because it shows that you want the team to do well. This includes being motivated to give your best in practice and in competition, as well as outside of team activities. For example, a baseball player can show team spirit by being motivated to practice his swing outside of practice.   Respect   Respect for your fellow team members is a must. You can show respect to your teammates by treating everyone fairly and equally. Teammates also respect each other by allowing everyone to participate. Respecting fellow teammates keeps everyone in a good mood and encourages overall team spirit. For example, people can show team spirit through respect by encouraging other team members who might be struggling. 1. Teammates who have team spirit 回答 . A. can break a team B. are better able to work together and achieve team goals C. are less satisfied with their team activities 2. According to the article, team spirit means 回答 . A. cooperation and motivation B. motivation and respect C. cooperation, motivation and respect 3. Cooperation is a skill that 回答 . A. can be sharpened during practice B. is born with C. everyone should have 4. Being motivated means 回答 . A. you should compete with others B. you should practice swing outside of practice C. you should give your best in any circumstances 5. Respecting your teammates 回答 . A. can treat everyone fairly and equally B. can keep everyone in a good mood C. can discourage overall team spirit
— I thought that if I could get your support first, it might make getting approval easier. — _________ . 选择一项: A. We will need another four thousand dollars to cover the cost B. Well, you.ve got my support on this C. You only need a budget increase for the first order
— How much of a problem meeting the budget? — _______. 选择一项: A. The product should finance itself B. Well, it seems that we underestimated the costs C. You only need a budget increase for the first order
Current _______ are those debts that must be paid within the year. 选择一项: A. assets B. equities C. liabilities
There are more and more ______ of software for accounting, this has made the different types of software more accessible in terms of costs and variety. 选择一项: A. manufacturers B. manufacturing C. manufactures
The bottom half shows ______ this money came from. 选择一项: A. where B. what C. why
Alibaba Seeks to Raise Billions in IPO   Investors in the United States are preparing for the first public sale of stock in the Chinese company Alibaba. The company sells goods 回答 linking buyers and sellers in the huge Chinese online market. Alibaba is expected to 回答 its initial public offering, called an IPO, in September on the New York Stock Exchange.   The total value of the company, based in Hangzhou, has been estimated at about $200 billion. Reports from Bloomberg News say Alibaba is offering investors a 12 percent 回答 of the company. That would mean the company could raise 回答 $20 billion dollars in the public stock sale. After the IPO, Alibaba could become one of the most 回答 technology companies in the world. Apple, for example, has a market value of about $600 billion. Google is valued at about $390 billion and Microsoft is worth about $370 billion.
—Are there any disadvantages to shopping online? —___________. But I think this problem will be solved soon. 选择一项: A. It makes life easy B. It takes some time for the stuff you buy online to arrive C. The stuff you buy online arrives quickly.
—Have you ever tried shopping online? —No, never. ____________, especially for clothes and shoes. 选择一项: A. I prefer to actually see and touch what I.m buying before I pay for it B. I prefer not to actually see and touch what I.m buying before I pay for it C. I would rather surf online and I pay for it immediately
______ friends and colleagues greeted each other with that day was “Bought anything today?” 选择一项: A. That B. Who C. What
What.s more, it.s not always so ______ for us to pay online as hackers might steal our user name and password. 选择一项: A. safety B. safe C. safely
They exchanged tales of ____ or disappointing news of popular items sold out minutes after the spree began at midnight. 选择一项: A. bargains B. deals C. goods
Online Shopping Spree Sets Record   Chinese shoppers spent billions online yesterday as they took advantage of discounts offered on Singles Day (November 11). It is a festival for young single people to celebrate by eating together, sending gifts or going shopping, thus seized on by online retailers to increase sales.   It took only 13 hours for sales on just two online sites, Taobao and Tmall, to fly past last year.s overall total of 19.1 billion yuan (US$3.1 billion).The final figure of Singles Day reached an astonishing 35.02 billion yuan as hundreds of thousands of consumers rushed to buy clothes, furniture, and home decoration items at discount prices. What friends and colleagues greeted each other with that day was “Bought anything today?” as they exchanged tales of bargains or disappointing news of popular items sold out minutes after the spree began at midnight.   In under nine hours, turnover at the Alibaba Group.s Tmall and Taobao sites had exceeded that of last year.s Cyber Monday, a similar event in the United States.   “We hope other e-commerce sites also did a good job as we want Singles Day to be a holiday for consumers and a good chance for retailers to discover the unmet needs of shoppers,” Jack Ma, founder and chairman of Alibaba Group, told reporters.   “It.s not a difficult thing to bring our total transaction size to 100 billion yuan in a couple of years but we hope to do more to help vendors and manufacturers to upgrade their products and service to reach more clients,” Ma said at a news briefing. 1. Online retailers took hold of the shopping spree to increase sales successfully.回答 2. The final figure of Singles Day for this year reached 19.1 billion yuan.回答 3. Cyber Monday is a similar event in the Great Britain.回答 4. Other e-commerce sites did as well as Alibaba Group on Singles Day.回答 5. Jack Ma.s goal of transaction size is to reach 100 billion yuan in several years.回答
—We.ve done very well so far but if we want to see serious growth ______________. —Yeah...maybe. But I have my doubts. 选择一项: A. it might be time to stick to original business model B. it might be time not to change company model C. it might be time to ditch our old business model and go public
—But then we.ll have to accept a Board of Directors chosen by our stockholders. Wouldn.t that limit us in many ways? —Certainly. But if you consider the massive capital investment that we.ll receive, you.ll understand that this could take our company —————— . 选择一项: A. from being a big firm to being one of the medium-tier players B. from being a medium-tier firm to being one of the big players C. from being a medium-tier firm to being one of the small players
One kind of partnership is called a limited ________partnership. 选择一项: A. obligation B. responsibility C. liability
If people ________we.re very valuable they won.t buy our stock. 选择一项: A. do think B. think C. don.t think
Okay, let.s say we make a decision _____; what kind of price are we thinking about charging for our stock? 选择一项: A. to go public B. going public C. go public
Three Americans Win Nobel Economics Prize   The Royal Swedish Academy of Sciences awarded the Nobel Prize in economics to three Americans, Eugene Fama, Lars Peter Hansen and Robert Shiller on Oct. 14, 2013. Eugene Fama and Lars Peter Hansen are both professors at the University of Chicago. Robert Shiller is a professor at Yale University. They will share the prize worth about 1.2 million dollars.   “This year.s prize in economic sciences is about predictions.” All three of this year.s prize winners are mainly known for their research and explanations of pricing forces in financial markets. They have had a big influence on the way people look at and talk about financial markets. Eugene Fama.s research on financial markets in the 1960s led market watchers to change their ideas about investing. His ideas are linked to the theory that markets are efficient, which means market actors taking all available information to create the correct price for things at any given time. This also means that over short periods of time, it is not possible to predict prices.   Robert Shiller found, however, that over long periods, the opposite is true. It is possible to predict the movement of prices and that price changes are linked to human behavior.   The findings of both economists have led to the growth of index funds, investing many different securities as a way to reduce risk. Mr Shiller also helped to create the Standard & Poor.s Case-Shiller home prices index. That index follows home prices across the United States. Lars Peter Hansen developed a method for studying historical pricing information. His method supports Mr Shiller.s findings and has influenced efforts to predict prices in the financial industry.   The Nobel Prize in economics was not created by Alfred Nobel, but was established in his memory by Sweden.s central bank in 1968. 1. The Royal Swedish Academy of Sciences awarded the Nobel Prize in electronics to three Americans on Oct. 14, 2013.回答 2. Eugene Fama, Lars Peter Hansen and Robert Shiller won the prize for their research and explanations of pricing forces in financial markets.回答 3. Eugene Fama.s research on financial markets in the 1960s resulted in some change in how market watchers look at investing.回答 4. The findings of both economists have led to the growth of price prediction, investing many different securities as a way to reduce risk.回答 5. The Nobel Prize in economics was established in memory of Alfred Nobel by Sweden.s central bank in 1968.回答
Exchanging information 答案 1 Closing and commitment 答案 2 Bargaining 答案 3 Preparation
By understanding how non-verbal communication works, a negotiator is able to understand the information the other participants are expressing verbally. 选择一项: 对 错
The person at the head of the table clearly shows his powerful position. 选择一项: 对 错
If you maintain eye contact, the other person might think you are covering something or you are distrustful. 选择一项: 对 错
The capability of figuring out the non-verbal communication of the competitor can be a great help in the negotiation process. 选择一项: 对 错
The comfortable atmosphere outside of the negotiation room helps better judge the differences between verbal and non-verbal communication in the negotiation. 选择一项: 对 错
This is because whoever controls the start of the negotiations tends to control where they end.
You will then spend your time chasing his number rather than finding the best solution.
From the first moment you begin a proposal, you should create a document and take it to the client.