第一篇：山東大學(xué)網(wǎng)絡(luò)教育統(tǒng)考英語模擬題

大學(xué)英語（B）模擬試卷

第一部分：交際用語（共5小題；每小題3分，滿分15分）

1．— Hello, could I speak to Mr.Smith, please?

— _________________________

A.Who are you?

B.Who’s there?

C.Who could I help?

D.Who’s that speaking? 2.— I believe we’ve met somewhere before.— No, ____________________.A.it isn’t the same

B.it can’t be true

C.I don’t think so

D.I’d rather not 3.— How are you, Bob? —

_______ A.How are you?

B.I’m fine.Thank you.C.How do you do?

D.Nice to meet you.4.— Thanks for your help.— __________

A.My pleasure.B.Never mind.C.Quite right.D.Don’t thank me.5.— Hello, I’m Harry Potter.— Hello, my name is Charles Green, but ______.A.call my Charles

B.call me at Charles C.call me Charles

D.call Charles me 第二部分：閱讀理解（共10小題；每小題2分，滿分20分）

Passage 1

The United States covers a large part of the North American continent.Its neighbors are Canada to the north and Mexico to the south.Although the United States is a big country, it is not the largest in the world.In 2000, its population was over 222 million.When this land first became a nation, after winning its independence from England, it had thirteen states.Each of the states was represented on the American flag by a star.All these states were in the eastern part of the continent.As the nation grew toward the west, new states were added and new stars appeared on the flag.For a long time, there were 48 stars.In 1959, however, two more stars were added to the flag, representing the new states of Alaska and Hawaii.Indians were the first people of the land which is now the United States.There are still many thousands of Indians now living in all parts of the country.Sometimes it is said that the Indians are “the only real Americans”.Most Americans come from all over the world.Those who came first in greatest numbers to make their homes on the eastern coast of North America were mostly from England.It is for that reason that the language of the United States is English and that its culture and customs are more like those of England than those of any other country in the world.6.Which of the following is TRUE? A.America is the largest country in the world.B.The United States lies next to Canada and Mexico.C.America covers most part of the North American continent.D.Mexico is to the north of Canada.7.After winning its independence, the United States _________.A.had nothing to do with England B.made India part of its land C.mainly developed westward

D.took over parts of Canada and Mexico

8.The United States didn’t have ______ states until ________.A.thirteen;1959

B.fifty;1959 C.fifty;this land first became a nation

D.fifty;1964 9.Why is English the language of America?

A.Because English is the native language of the Indians.B.Because most Americans come from all over the world.C.Because Canada is America’s nearest neighbor.D.Because most of the people who first settled in America were from England.10.The best title for the passage is “ _________”.A.the States of America

B.The language of America

C.The United States of America

D.The Culture and Customs of America Passage 2

There was once an ant that was very thirsty.It ran here and there looking for some water but could not find any.Then suddenly, when the ant was almost ready to die of thirst, a large drop of water fell on it.The ant drank the water, which saved its life.The water was actually a tear from a young girl who was crying.Because of her sadness, the tear had magical qualities and suddenly the ant could speak the language of human beings.The ant looked up and saw the young girl sitting in front of a huge pile of seeds.“Why are you sad?” asked the ant.“I''m the prisoner of a giant.” the girl told the ant.“He won''t let me go until I''ve made three separate heaps of grain, barley（大麥）and rye（黑麥）out of this huge pile of seeds in which they are all mixed together.”

“That will take you a month!” the ant said, looking at the huge pile of seeds.“I know,” the girl cried, “and if I can’t finish by tomorrow, the giant will eat me for his supper!”

“Don''t cry,” the ant said, “my friends and I will help you.”

Soon thousands of ants were at work, separating the three kinds of seeds.The next morning, when the giant saw that the work had been done, he let the girl go.Thus it was one of her tears that saved her life.11.The ant was playing game running here and there.A：T

B：F 12.A drop of water fell on the ant when it was nearly dying.A：T

B：F 13.The young girl was crying because she wanted to have supper.A.T

B.F 14.The giant would eat the girl if she failed to do the work.A：T

B：F

15.The ant''s friends saved the girl''s life.A：T

B：F

第三部分：詞匯與結(jié)構(gòu)（共5小題；每小題2分，滿分10分）

16.I tried to put _____ a telephone call to him, but his line was always busy.A.over

B.into

C.away

D.through 17.I hadn’t seen him for years, but I ______________ his voice on the telephone.A.realized

B.recognized

C.discovered

D.heard 18.Neither Bill nor his parents __________ at home.A.is

B.has

C.are

D.was 19.If you don’t want to get wet, you had better ________ this umbrella with you.A.take

B.to take

C.taken

D.for taking 20.Did you notice the guy ______ head looked like a big potato?

A.who

B.which

C.whose

D.whom 第四部分：完型填空（共5小題；每小題3分，滿分15分）

Last night, a fire broke out in Ann''s house in Manchester.Ann''s parents were out of town for the weekend when something wrong in the room caused the fire to

in the middle of the night.The girl was waken up by the family dog, Danny, who was barking loudly in the back garden.Ann smelled something 22 _.She got up and at once ran through the smoke-filled house to wake her old brother, Frank.When Frank would not wake up, Ann got some help from the dog.Frank''s unconscious body was far too

for the little girl to move alone , but the clever girl brought the dog inside and

the dog''s leash（牽狗的皮帶）to Frank''s left ankle.She then held her brother''s right ankle, and together the girl and the dog Frank to safety.The 10-year-old girl, Ann, saved her big brother from death.21.A：heavy B：burning C：start D：pulled E：tied

22.A：heavy B：burningC：startD：pulled

E：tied

23.A：heavyB：burningC：startD：pulledE：tied 24.A：heavyB：burningC：startD：pulledE：tied

25.A：heavyB：burningC：startD：pulledE：tied

第五部分：英譯漢（滿分30分, 5 each）

26.I will finish reading this book in a week.27.You should look around before you cross the street.28.Tom’s father has taught English here since he graduated from Peking University.29.Please give this book to whoever comes first.30.Though it was late, they kept on working.31.Apples here like water and sunshine.第六部分：寫作（滿分10分）

要求在30分鐘內(nèi)，根據(jù)下面所給的題目和中文提綱用英語寫出一篇不少于80詞的短文。工作申請

1．寫明申請的職位。2．

陳述你的相關(guān)學(xué)習(xí)、工作經(jīng)歷。3．

聯(lián)系方法。大學(xué)英語（B）模擬試卷參考答案

1.——5D.C.BA.C

6.——10 BCBDC

11.——15B A BA A 16.——20 D B C A.C

21.——25 CB A E.D

26.我將在一周內(nèi)讀完這本書。27.在過馬路之前，你應(yīng)該向四周看看。

28．湯姆的父親從北京大學(xué)畢業(yè)后就一直在這里教英語。29．請把這本書給最先來的人。30．盡管已經(jīng)很晚了，他們還在繼續(xù)工作。31.這里的蘋果喜歡水和陽光。

第二篇：山東大學(xué)網(wǎng)絡(luò)教育期末英語模擬題四

模擬題 四

第一部分：交際用語

此部分共有5個(gè)未完成的對(duì)話，針對(duì)每個(gè)對(duì)話是未完成的部分有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

1.---Do you mind if I sit here?

---____C___________.A.Not at all.There is plenty of room.B.Of course.Do sit down, please.C.Never mind.I’d like to have some companion.D.Sure.I’d like to have someone to talk to

2.–Why do you always tell me what to do? To be frank, I don’t like it.---I know, but _C___.A.I don’t like it either.B.How do I do for you?

C.I just want the best for you.D.Obviously.You are right.3.----That was a delicious dinner.----_B__.A.Thank you.Don’t mention it.B.You’re welcome.C.Not so delicious, I’m afraid.D.I’m glad you enjoyed it.4.---You are most beautiful in that red sweater.---___C__.A.Oh, no.It’s just an old one, and I have had it for years.B.Yes.I think it goes nicely with my pants.C.Thank you.My mom knitted it for me some years ago.D.Oh, but I’m not sure if it suits me.5.---I missed Prof.Wang’s linguistics class again yesterday.----____C______.A.Congratulations!

B.How nice you are!

C.What a pity!

D.Have a nice weekend.第二部分：閱讀理解

此部分共有2篇短文，每篇短文后有5個(gè)問題。請從每個(gè)問題后的A、B、C、D四個(gè)選項(xiàng)中，選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

Passage 1

Many countries face a somewhat more serious economic problem in the form of an unfavorable trade balance with other nations.Such an imbalance exists when the total value of a country’s imports exceeds that of its exports.For example, if a country buys $25 billion of products from other countries, yet sells only $10 billion of its own products overseas, its trade deficit（貿(mào)易逆差）is $15 billion.Many underdeveloped nations find themselves in this position1

because they lack natural resources or the industrial capacity to use these resources, and thus have to import raw materials or manufactured goods.One effect of a trade deficit is the flow of currency out of a country.In the case of an underdeveloped nation, this can cause many financial difficulties, including failure to meet debt payments and obstacles to creation of an industrial base.Even in the case of a fully developed nation such as the United States, a large trade deficit is a reason for alarm.American products, made by well-paid workers in U.S.industries, cost more to produce than those made in places like Asia, where labor and material costs are much lower.Money spent on foreign products is money not spent on items produced by domestic industries.6.What does the passage mainly discuss?B

A.Some worldwide economic problems.B.The cause and consequences of trade deficit.C.Lack of resources in underdeveloped countries.D.High labor and material costs in developed countries

7.According to the passage, a trade imbalance occurs when ____B____.A.a country is facing serious financial problems

B.a country buys more from other countries than it sells overseas

C.the value of a country’s exports is greater than that of its imports

D.products imported are more expensive than those exported

8.Many underdeveloped countries have trade deficits because ____D____.A.they failed to meet debt payments

B.they export most of their natural resources to other countries

C.they borrow too much money from other countries

D.they have to import most of their manufactured products

9.Which of the following is NOT mentioned as a possible cause of a trade imbalance? A

A.The flow of currency out of the country.B.Low labor and material costs in Asian countries.C.Lack of natural resources.D.An undeveloped industrial base.10.It can be inferred from this passage that American industries __B______.A.do not pay their workers sufficiently

B.are hurt by a trade imbalance

C.imported labor and material from abroad

D.are able to prevent a trade deficit

Passage 2

Newspapers, along with reporting the news, instruct, entertain, and give opinion.An important way for reading a large, big-city newspaper is knowing how to take it apart.Can you find these separate sections: world news, national and local news, sports, business, entertainment, opinions, classified ads? Does your paper have other sections?

News stories give facts, not the author’s opinions.Editorials do the opposite: you can expect an editorial to take sides.Some newspaper editorials have a by-line with the author’s name, but many newspapers have unsigned editorials.These reflect the opinions of the publisher or editor.You can be a better reader if you know what to expect in a newspaper.For example, you can expect headlines to omit unnecessary words.You can expect to find the most important facts in the

lead paragraph(the first paragraph)of a news story.You can expect important news items to be on the front page.You can expect less important items to be on the inside pages.Most of all, the more you know about the current news, the more you will understand what is in the newspaper;important stories are generally presented one day and followed up on following days.So, an important way for reading newspapers is reading one frequently.11.To read a large newspaper, a good way is ___C_____.A.to read it from cover to cover

B.to do some paper-cutting

C.to find separate sections

D.to predict what is inside the newspaper

12.Which of the following statements about news stories is true? A

A.News stories tell the facts without comments.B.News stories contain both facts and opinions.C.News stories reflect the opinions of the editor.D.News stories express the writer’s point of view.13.If you want to know less important news without any details, you can read ____B____.A.the lead paragraphs of the news on the front page

B.the headlines on the inside pages

C.news stories on the front page

D.news items on the inside pages only

14.To follow the current news, the best way is to ___C_____.A.read extensively and thoroughly

B.read various newspapers skillfully

C.read one newspaper frequently

D.read a large big-city newspaper carefully

15.The main idea of this passage is ____D____.A.how to read stories and editorials

B.how to find important news stories

C.how to tell apart different news sections

D.how to read newspapers effectively

第三部分：

A.詞匯與結(jié)構(gòu)

此部分共有5個(gè)未完成的句子，針對(duì)每個(gè)句子中未完成的部分有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

16.When I took his temperature, it was two degrees above __D____.A.averageB.ordinaryC.normalD.usual

17.You are getting too old for football.You’d better ___B__ tennis instead.A.take inB.take upC.take forD.take over

18.What ___B___ to him is whether the job allows him to pursue his studies.A.appliesB.mattersC.refersD.happens

19.After the war Auntie May devoted herself __C___ 100 children at her home in Devon.A.in fosteringB.to fosteringC.to fosterD.fostering

20.People can only make choices if they are informed ___A___ what choices are available.A.ofB.inC.fromD.for

B.完型填空

以下短文中共包含10個(gè)未完成的句子，針對(duì)每個(gè)句子中空缺部分有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中，選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑People who speak or perform before the public sometimes may suffer from “Stage Fright”.Stage fright makes a person nervous.In that case, it can make one's mind go lank and forgetone ought to say, or to act.Actors, musicians, dancers, lawyers, even radio show hosts suffered from stage fright at one time orDiana Nichols is an expert in helping people free from stage fright at a medical center in New York City.She helps actors learn Miss Nichols says some people have always been afraid to perform before the audience.Others, she says, develop stage fright after a(n)tearful experience.going onto the stage.control of your body.Miss Nichols persuades her patients to tell themselves that their speech or performance does nervous while they are performing.It is important that they should continue to perform while she

helped and what did not.As they perform more and more, they will fear less and less as much as 50%.Miss Nichols says the aim is only to reduce stage fright, not to smooth it awayThis a little stage fright makes a person more careful, andimprovesthe performance.B21.A.when

C22.A.two

B23.A.cure

D24.A.after

A25.A.get

A26.A.perfect

B27.A.people

C28.A.practically

D29.A.why

B30.A.increases

第四部分：英譯漢 B.whatC.howD.whether B.otherC.anotherD.the otherB.controlC.holdD.protectB.whileC.duringD.beforeB.makeC.takeD.have B.fineC.goodD.pleasant B.adviceC.wordsD.measures B.easilyC.completelyD.really B.thatC.sinceD.because B.improvesC.hurtsD.puts on

請?jiān)?5分鐘內(nèi)把下列3句英文翻譯成中文，把答案寫在答題紙上。

1.It’s not easy to keep in touch with friends when they’re far away.和你在遠(yuǎn)地的朋友保持聯(lián)系是比較困難的。

2.You are the only person I can depend on to help me solve the problem

你是惟一一個(gè)能幫助我解決這個(gè)問題的人。

3.If the doctor had not told me to go on a diet, I could have eaten as much again.如果醫(yī)生沒有告訴我去減肥，我就能和以前吃的一樣多。

第五部分：寫作

要求在30分鐘內(nèi)，根據(jù)下面所給的題目和中文提綱用英語寫出一篇不少于80詞的短文。Benefits of Reading

1.閱讀有很多好處，如：增長知識(shí)，開闊眼界等

2.應(yīng)如何進(jìn)行閱讀

Benefits of Reading

There are a lot of benefits of reading...but here are a few:

It expands your vocabulary.It improves your spelling.It helps you understand different ways of life.It can be fun to read new stories and find out what happens.It expands your imagination.It helps you know what other people know, so that instead of repeating their mistakes and experiments, you can expand upon them and go farther as a community.It helps you drive from one place to another.It allows you the freedom to find out what other humans have had to say over the years.It helps you know what drugs are in which bottles.It helps when you have to mute the TV because you can read the subtitles and still know what is happening.It helps you go on the internet and interact.

第三篇：山東大學(xué)網(wǎng)絡(luò)教育英語標(biāo)準(zhǔn)答案模擬題一

模擬題一 第一部分：交際用語

1.Hello!May I talk to the mana

A.Sorry, he is out at the moment

2.I’m terribly sorry that I made

A.Never mind

3.Do you mind if I open the

B.I’d rather you didn’t.4.Excuse me, sir.Where is Dr.Smith’s office? D.Sorry I don’t know, but you can ask the man over there 5.Good morning, sir.May I help

C.Yes, I need some salt 第二部分：閱讀理解 Passage 1 6.The word “convenient ” in the ______.A.handy, easy to do

7.If you cut another car off, its d ______.C.angry

8.The sentence " Traffic accidents _____B.Many people die from traffic accidents 9.According to the passage, driving _____B.you obey all the traffic rules 10.Which of the following may _______.A.Traffic Safety Passage 2 11.The underlined word “average” in Pa______.C.ordinary

12.The reason why housewives ar_____C.housewives have less chance to communicate with others 13.Which of the following statements is TRUE according to Paragraph 2? D.A satisfying job helps to keep one healthy.14.We can infer from the passage that _____.A.are likely to live a shorter life 15.The best title for this passage may be _____.B.Working Hard Is Good for Health 第三部分：

16.Since he left the university, he ____ A.has been working 17.The weather in China is different from ___

C.that in America

18.It was not until dawn _____B

19.____ he says or does won’t make

A.Whatever 20.We all believe that it’d be hard fo _____C.take on B.完型填空

1）21 of 22.so 23.B normal 24 A being asked25 C reveal 26 for 27direct 28 bring up 29 guess 30 for 第四部分：英譯漢請?jiān)?5分鐘內(nèi)把下列3句英文翻譯成中文，把答案寫在答題紙上。1.Do you know the man lying under the apple tree? 你認(rèn)識(shí)躺在蘋果樹下的人嗎？

2.You will have to buy some reference books when you go to college.上大學(xué)時(shí)你就要買一些參考書。

3.More and more paper is being consumed nowadays.如今紙張用量越來越大。第五部分：寫作

你給以前的同學(xué)寫一封電子郵件，信里主要包括以下內(nèi)容：

1.了解對(duì)方畢業(yè)后的情況

2.你的近況

3.邀請對(duì)方方便時(shí)來訪

Friends are very important to us.It has often been said that“no man can live like an island”.A person will have trouble coping with society without friends。

Friends are always there when you need them.They are dependable and responsible.They share your sorrow and happiness.They also warn you when you are in danger of doing wrongly。

However,real frinds are not easy to find.People usually have few friends and many acquaintances.Acquintances are usually with you for what they can get.Only your friends are not interested in what they can get from you.。

第四篇：山東大學(xué)網(wǎng)絡(luò)教育《服務(wù)營銷》模擬題答案

?？剖袌鰻I銷第四學(xué)期《服務(wù)營銷》 《服務(wù)市場營銷》模擬題（1）

一、名詞解釋

1．服務(wù)期望：顧客對(duì)服務(wù)的期望，是指顧客心目中服務(wù)應(yīng)達(dá)到和可達(dá)到的水平。

2．公司導(dǎo)向的服務(wù)標(biāo)準(zhǔn)：即服務(wù)企業(yè)按照顧客期望或要求指定的服務(wù)標(biāo)準(zhǔn)，而不是公司導(dǎo)向的服務(wù)標(biāo)準(zhǔn)。

3．服務(wù)藍(lán)圖：是指準(zhǔn)確的描述服務(wù)系統(tǒng)和便于系統(tǒng)參與人員客觀的理解、操作的示意圖。

二、簡單回答

1．服務(wù)有哪些基本特征？

答：①服務(wù)的無形性②服務(wù)端不可分性③服務(wù)的異質(zhì)性④服務(wù)的易逝性 2．影響顧客感知的因素有哪些？

答：①可靠性②反應(yīng)性三保證性④移情性⑤有形行 3．服務(wù)人員在服務(wù)中的重要性有哪些？

答：包括服務(wù)技能營銷、服務(wù)專業(yè)化營銷和服務(wù)內(nèi)容營銷等。

①服務(wù)技能在整個(gè)服務(wù)營銷中的作用，主要有增強(qiáng)服務(wù)的神秘性、促進(jìn)服務(wù)的品牌營銷、支持承諾營銷、促進(jìn)差異化營銷和獲得技能溢價(jià)等。②服務(wù)專業(yè)化營銷的作用主要有服務(wù)規(guī)范化營銷、促進(jìn)服務(wù)品牌、增強(qiáng)服務(wù)質(zhì)量的保證性和促進(jìn)內(nèi)部營銷。③服務(wù)內(nèi)容營銷主要作用是促進(jìn)外部營銷。除此以外內(nèi)部營銷還有增強(qiáng)服務(wù)技巧、增強(qiáng)服務(wù)形象、支撐服務(wù)承諾、促進(jìn)文化營銷、促進(jìn)服務(wù)創(chuàng)新的作用，其中核心是發(fā)揮人員在營銷中的作用。

三、論述題

1．結(jié)合實(shí)際論述服務(wù)機(jī)構(gòu)在供不應(yīng)求時(shí)如何調(diào)節(jié)需求。

答：供不應(yīng)求時(shí)的供給調(diào)節(jié)策略，只要是提高最優(yōu)服務(wù)供給能力，使之接近服務(wù)需求。由于服務(wù)供給能力決定于服務(wù)資源及運(yùn)作管理，因此，服務(wù)供給的調(diào)節(jié)實(shí)際上就是服務(wù)資源的有效安排及管理，具體的可以有以下策略。

（1）服務(wù)時(shí)間的調(diào)節(jié)。一是增加或延長服務(wù)時(shí)間，以滿足服務(wù)需求。（2）服務(wù)地點(diǎn)的調(diào)節(jié)。服務(wù)地點(diǎn)是一個(gè)空間問題，而空間與時(shí)間是可以相互替換的，服務(wù)地點(diǎn)的調(diào)節(jié)可以看做服務(wù)時(shí)間調(diào)節(jié)的一種替代。（3）增加員工。若服務(wù)人員不是限制供給能力的瓶頸，服務(wù)機(jī)構(gòu)可以

用增加員工的辦法克服瓶頸因素，提高供給能力。（4）采用自動(dòng)化服務(wù)人員服務(wù)工具、服務(wù)設(shè)施。服務(wù)機(jī)構(gòu)，可采用自動(dòng)化服務(wù)工具、服務(wù)設(shè)施替代服務(wù)人員和增加供給能力。（5）增加服務(wù)工具和服務(wù)設(shè)施。在服務(wù)工具和設(shè)施是導(dǎo)致生產(chǎn)瓶頸的服務(wù)機(jī)構(gòu)，增加服務(wù)工具和設(shè)施是提高服務(wù)供給能力的關(guān)鍵。（6）提高服務(wù)效率。提高服務(wù)效率等于增加服務(wù)供給能力。

2．結(jié)合實(shí)際論述服務(wù)機(jī)構(gòu)如何切實(shí)履行服務(wù)承諾。

答：服務(wù)承諾是指服務(wù)商通過廣告、海報(bào)、展示、營業(yè)推廣、人員推銷和公共宣傳等溝通方式向顧客預(yù)示服務(wù)質(zhì)量或服務(wù)效果，并對(duì)服務(wù)質(zhì)量或服務(wù)效果做出一定的保證。服務(wù)商不但要敢于和善于提出服務(wù)承諾，而且要切實(shí)的和有效的履行服務(wù)承諾。服務(wù)承諾與（實(shí)物）產(chǎn)品承諾不同，產(chǎn)品承諾是關(guān)于物的承諾，二服務(wù)承諾是關(guān)于人的承諾，其中包括一線人員、二線人員和顧客3類人。物是“死”的，是聽話的，產(chǎn)品承諾的履行比較容易。而人是活的，不一定是聽話的，服務(wù)承諾的履行比較困難。在服務(wù)過程中，上述3類人的行為都可能偏離服務(wù)承諾的內(nèi)容，從而影響服務(wù)承諾的履行。因此，服務(wù)商在履行服務(wù)承諾的過程中，應(yīng)加強(qiáng)與這3類人的協(xié)調(diào)。①服務(wù)承諾的履行需要加強(qiáng)于一線人員的協(xié)調(diào)。因?yàn)榉?wù)商是承諾者，一線人員是承諾的履行者，承諾者于履行者之間缺乏溝通和協(xié)調(diào)，就容易造成服務(wù)實(shí)績與服務(wù)承諾之間的脫節(jié)。②服務(wù)承諾的履行，需要加強(qiáng)二線人員的配合。二線人員較少直接接觸顧客，對(duì)顧客的期望和要求以及與之相關(guān)的服務(wù)承諾了解得不如一線人員多，這可能影響他們在服務(wù)過程中履行服務(wù)承諾的責(zé)任心。③服務(wù)承諾的履行，還需要顧客的配合。顧客不配合，服務(wù)商的承諾效果就難以達(dá)到，服務(wù)承諾就難以履行。

《服務(wù)市場營銷》模擬題2

一、名詞解釋

1．理想服務(wù)：也可稱“欲求服務(wù)”，是指顧客心目中向往和渴望追求的較高水平的服務(wù)。

2．顧客導(dǎo)向的服務(wù)標(biāo)準(zhǔn)：也稱顧客界定的服務(wù)標(biāo)準(zhǔn)，是指服務(wù)機(jī)構(gòu)按照顧客期望或要求而

制定的服務(wù)標(biāo)準(zhǔn)。

3．顧客組合：是指多個(gè)同時(shí)參與某項(xiàng)服務(wù)的不同顧客之間的成分關(guān)系。

二、簡單回答

1．服務(wù)業(yè)有哪些基本作用？

答：服務(wù)業(yè)在中國經(jīng)濟(jì)和社會(huì)的發(fā)展中發(fā)揮著越來越重要的作用。中國的經(jīng)濟(jì)改革、經(jīng)濟(jì)增長和社會(huì)發(fā)展都離不開服務(wù)業(yè)的發(fā)展。重要表現(xiàn)為：

發(fā)展服務(wù)業(yè)有利于改革國有企業(yè)、培育各類市場、建立社會(huì)保障制度和轉(zhuǎn)換政府機(jī)構(gòu)的職能，實(shí)現(xiàn)經(jīng)濟(jì)改革的目標(biāo)。

發(fā)展服務(wù)業(yè)有利于增加生產(chǎn)要素投入和提高要素生產(chǎn)率，促進(jìn)經(jīng)濟(jì)的增長。

發(fā)展服務(wù)業(yè)有利于提高社會(huì)生活質(zhì)量、社會(huì)精神文明程度和社會(huì)控制程度，促進(jìn)社會(huì)發(fā)展，達(dá)到社會(huì)協(xié)調(diào)發(fā)展和最大限度地滿足人的需要的目標(biāo)。

2．顧客對(duì)服務(wù)質(zhì)量的感知有那些層面？

答：①可靠性②反應(yīng)性③保證性④移情性⑤有形性 3．服務(wù)創(chuàng)新的基本步驟有哪些？

答：服務(wù)創(chuàng)新一般步驟是：（1）了解服務(wù)理念；（2）建立服務(wù)創(chuàng)新戰(zhàn)略；（3）產(chǎn)生新服務(wù)的構(gòu)想；（4）定義和評(píng)估新服務(wù)；（5）新服務(wù)的商業(yè)性分析；（6）新服務(wù)藍(lán)圖的設(shè)計(jì)；（7）新服務(wù)的市場試銷；（8）新服務(wù)的市場導(dǎo)入。

三、論述題

1．結(jié)合實(shí)際論述服務(wù)產(chǎn)品的無形性對(duì)服務(wù)營銷帶來的機(jī)會(huì)和挑戰(zhàn)。

答：服務(wù)產(chǎn)品是一種行為或活動(dòng)，是非實(shí)體的、無形的、抽象的和不發(fā)生所有權(quán)轉(zhuǎn)移的活動(dòng)。服務(wù)產(chǎn)品的無形性對(duì)服務(wù)營銷活動(dòng)的影響即有不利之處，又有有利之處。

服務(wù)產(chǎn)品的無形性對(duì)服務(wù)營銷的不利影響主要表現(xiàn)在：（1）服務(wù)產(chǎn)品不容易被識(shí)別；（2）服務(wù)質(zhì)量較難考核和控制，因?yàn)槿狈τ行我罁?jù)；（3）“有形的服務(wù)”常常會(huì)遮蔽質(zhì)量問題和“庇護(hù)”服務(wù)人員的行為過失；（4）服務(wù)投訴或糾紛較難處理，也因?yàn)槿狈τ行我罁?jù)；（5）服務(wù)廣告、服務(wù)展覽比較難做；（6）新的服務(wù)產(chǎn)品難于測試。

服務(wù)產(chǎn)品的無形性對(duì)服務(wù)營銷的有利影響主要表現(xiàn)在：（1）作為無形產(chǎn)品的服務(wù)，顧客

看不見、摸不著，但能感覺到和享受到，這是一種服務(wù)產(chǎn)品特有而實(shí)物產(chǎn)品沒有的，多少帶有“神秘感”的吸引力，這種天然的吸引力對(duì)服務(wù)營銷是有利的；（2）“無形”背后的實(shí)質(zhì)是服務(wù)行為，包括服務(wù)的熟巧、技能、技藝、技術(shù)、知識(shí)、文化乃至信息等，這些具有抽象美的東西，正是服務(wù)吸引力的來源，因此服務(wù)營銷可以更多地依靠人的行為加以發(fā)展。

2．結(jié)合實(shí)際論述服務(wù)機(jī)構(gòu)在供過于求時(shí)如何調(diào)節(jié)服務(wù)需求。

答：服務(wù)供過于求，是指服務(wù)需求低于服務(wù)機(jī)構(gòu)的最優(yōu)服務(wù)供給能力。服務(wù)供過于求時(shí)的需求調(diào)節(jié)策略，主要是采取市場營銷手段刺激需求，具體可以有以下策略：

服務(wù)創(chuàng)新：服務(wù)創(chuàng)新可以刺激服務(wù)需求。開展廣告、促銷。

降價(jià)和提供優(yōu)惠。刺激需求最有力的手段之一是降價(jià)

開展多功能服務(wù)。多功能服務(wù)對(duì)顧客需求也有較強(qiáng)的刺激作用。開展多功能服務(wù)可以在同樣的時(shí)間內(nèi)使顧客享受更多的服務(wù)，滿足更多的需求，這就等于顧客需求的增加，而服務(wù)機(jī)構(gòu)最優(yōu)供給能力發(fā)揮的程度也可以提高。

開展一攬子服務(wù)。一攬子服務(wù)是指配套而全面的多功能服務(wù)，它比一般的多功能服務(wù)具有更強(qiáng)的需求刺激作用。

《服務(wù)市場營銷》模擬題3

一、名詞解釋

1．合格服務(wù)：是指顧客能接受但要求較一般、甚至較低的服務(wù)。

2．服務(wù)標(biāo)準(zhǔn)：是服務(wù)質(zhì)量標(biāo)準(zhǔn)的簡稱，是指服務(wù)機(jī)構(gòu)用以指導(dǎo)和管理服務(wù)行為的規(guī)范。

3．服務(wù)定位：作為一個(gè)名詞，是指一家服務(wù)機(jī)構(gòu)提供的服務(wù)在顧客心目中的特殊印象或特色。而作為一個(gè)動(dòng)詞，是指一家服務(wù)機(jī)構(gòu)對(duì)自己在顧客心目中的服務(wù)特色進(jìn)行設(shè)計(jì)或塑造。服務(wù)定位的實(shí)質(zhì)是一種服務(wù)差異化和特色化戰(zhàn)略，即服務(wù)機(jī)構(gòu)通過服務(wù)定位建立與競爭對(duì)手不同的服務(wù)特色。

二、簡單回答

1．服務(wù)產(chǎn)品有哪些基本特征？

答：服務(wù)產(chǎn)品具有區(qū)別于實(shí)物產(chǎn)品的4個(gè)特點(diǎn)：（1）無形性；（2）不可分性；（3）易變性；（4）不可儲(chǔ)存性。它們對(duì)服務(wù)營銷的影響既有不利之處，又有有利之處。

2．服務(wù)接觸有哪些技巧？ 答：主要表現(xiàn)在：

（1）、復(fù)原性。服務(wù)機(jī)構(gòu)在與顧客接觸中難免有過錯(cuò)。

（2）、適應(yīng)性。服務(wù)機(jī)構(gòu)在與顧客的接觸中如能重視和適應(yīng)顧客個(gè)性化的，特殊的需要，那么就容易使顧客獲得愉悅的感知。

（3）、自發(fā)性。服務(wù)人員在與顧客的接觸中如能積極的、創(chuàng)造的提供某些“額外”服務(wù)，或滿足顧客某種潛在的不好意思開口的需要，那么會(huì)使顧客獲得非常愉悅的感知。

（4）接觸問題顧客。服務(wù)機(jī)構(gòu)或服務(wù)人員要處理好問題顧客并使他們獲得良好的感知，一是要提高警惕，要認(rèn)識(shí)到顧客不是個(gè)個(gè)都愿意配合、愿意合作的。一但遇到問題要冷靜，要耐心說服。

3．服務(wù)創(chuàng)新有哪些基本類型？

答：服務(wù)創(chuàng)新的類型，按創(chuàng)新程度的高低分，有全新型服務(wù)創(chuàng)新、替代型服務(wù)創(chuàng)新、延伸型服務(wù)創(chuàng)新、拓展型服務(wù)創(chuàng)新、改進(jìn)型服務(wù)創(chuàng)新和包裝型服務(wù)創(chuàng)新等。

三、論述分析 1．結(jié)合實(shí)際論述服務(wù)機(jī)構(gòu)在供不應(yīng)求時(shí)如何調(diào)節(jié)服務(wù)供給。

答：供不應(yīng)求時(shí)的供給調(diào)節(jié)策略，只要是提高最優(yōu)服務(wù)供給能力，使之接近服務(wù)需求。由于服務(wù)供給能力決定于服務(wù)資源及運(yùn)作管理，因此，服務(wù)供給的調(diào)節(jié)實(shí)際上就是服務(wù)資源的有效安排及管理，具體的可以有以下策略。

（1）服務(wù)時(shí)間的調(diào)節(jié)。一是增加或延長服務(wù)時(shí)間，以滿足服務(wù)需求。（2）服務(wù)地點(diǎn)的調(diào)節(jié)。服務(wù)地點(diǎn)是一個(gè)空間問題，而空間與時(shí)間是可以相互替換的，服務(wù)地點(diǎn)的調(diào)節(jié)可以看做服務(wù)時(shí)間調(diào)節(jié)的一種替代。（3）增加員工。若服務(wù)人員不是限制供給能力的瓶頸，服務(wù)機(jī)構(gòu)可以用增加員工的辦法克服瓶頸因素，提高供給能力。（4）采用自動(dòng)化服務(wù)人員服務(wù)工具、服務(wù)設(shè)施。服務(wù)機(jī)構(gòu)，可采用自動(dòng)化服務(wù)工具、服務(wù)設(shè)施替代服務(wù)人員和增加供給能力。（5）增加服務(wù)工具和服務(wù)設(shè)施。在服務(wù)工具和設(shè)施是導(dǎo)致生產(chǎn)瓶頸的服務(wù)機(jī)構(gòu)，增加服務(wù)工具和設(shè)施是提高服務(wù)供給能力的關(guān)鍵。（6）提高服務(wù)效率。提高服務(wù)效率等于增加服務(wù)供給能力。

2．結(jié)合實(shí)際論述服務(wù)承諾的重要性。

答：服務(wù)承諾作為服務(wù)的核心內(nèi)容，對(duì)影響顧客的感知和期望，對(duì)引導(dǎo)服務(wù)人員的服務(wù)行為和貫徹執(zhí)行服務(wù)標(biāo)準(zhǔn)都有重要意義。具體的說：（1）服務(wù)承諾是影響服務(wù)期望的一個(gè)關(guān)鍵因素；（2）服務(wù)承諾有利于降低顧客的認(rèn)知風(fēng)險(xiǎn)；（3）服務(wù)承諾有利于樹立顧客導(dǎo)向的服務(wù)理念；（4）服務(wù)承諾有利于顧客監(jiān)督；（5）服務(wù)承諾有利于內(nèi)部營銷。

第五篇：標(biāo)準(zhǔn)答案山東大學(xué)_網(wǎng)絡(luò)教育(專升本)第二學(xué)期_英語_模擬題三

模擬題三

第一部分：交際用語

此部分共有5個(gè)未完成的對(duì)話，針對(duì)每個(gè)對(duì)話有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

1.–Hello!I want to make a person-to-person call to Toronto, Canada.The number is 932-0806.--___B_____.A.But I don’t know whom do you want to call.B.What’s the name of the party you’re calling? C.What’s the address of the person you’re calling? D.What’s the extension number you’re calling? 2.---Have you ever been to the Temple of Heaven in Beijing?--___B__.A.No, but I have no time.B.No, but I’d like to.C.Yes.I was too busy then.D.Yes.I couldn’t do it right now.3.–Is everyone always so helpful to you in your office?

---_D____.A.Yes.What can I do for you now?

B.Yes, there is a hotel nearby.C.Yes.Can I help you? D.Yes.It’s a great place to work.4.---It’s a beautiful day today!How about a little trip out into the country?

---____A_____.A.That sounds great.What should I do for the preparation? B.I don’t know.I really haven’t thought about what we’d do.C.Well, would you like me to pack picnic or to buy something? D.It’s all right.Thank you.5.–Excuse me.Could you show me the way to the nearest subway station?

---_A____.A.Any time.It’s next to the post office.B.All right.Do you want me to go with you?

C.No problem.With pleasure.D.Of course not.Go down this street and turn right.第二部分：閱讀理解

此部分共有2篇短文，每篇短文后有5個(gè)問題。請從每個(gè)問題后的A、B、C、D四個(gè)選項(xiàng)中，選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

Passage 1 The greatest recent social changes have been in the lives of women.During the twentieth century there has been a remarkable shortening of the proportion of a woman’s life spent in caring for children.A woman marrying at the end of the nineteenth century world probably have been in her middle twenties, and would be likely to have seven or eight children, of whom four or five lived till they were five years old.By the time the youngest was fifteen, the mother would have been in her early fifties and would expect to live a further twenty years, during which custom, opportunity and health made it unusual for her to get paid work.Today women marry younger and have fewer children.Usually a woman’s youngest child will be fifteen when she is forty-five and can be expected to live another thirty-five years and is likely to take paid work until retirement at sixty.Even while she has the care of children, her work is lightened by household appliances and convenience foods.The important change in women’s life-pattern has only recently begun to have its full effect on women’s economic position.Even a few years ago most girls left school at the first opportunity, and most of them took a full-time job.However, when they married, they usually left work at once and never returned to it.Today the school-leaving age is sixteen, many girls stay at work at least until shortly before their first child is born.Very many more afterwards return to full or part-time work.Such changes have led to a new relationship in marriage, with both husband and wife sharing more equally in providing the money, and running the home, according to the abilities and interests of each of them.6.For women at the beginning of the twentieth century, the amount of time spent taking care of children ___A____.A)was shorter than in previous centuries B)was longer than in previous centuries C)was considered to be surprisingly long D)account for a great part of their lives 7.According to the passage, around the year 1900 most women married ___A_____.A)at about twenty-five B)in their early fifties C)as soon as possible after they were fifteen D)at any age from fifteen to forty-five 8.When she was over fifty, the late nineteenth-century mother ____D____.A)would be healthy enough to take up paid employment B)was usually expected to die fairly soon C)would expect to work until she died D)was unlikely to find a job even if she wanted one 9.One reason why the woman of today may take a job is that she __A______.A)is younger when her children are old enough to look after themselves B)does not like children herself C)need not worry about food for her children D)can retire from family responsibilities when she reaches sixty 10.According to the passage, it is now quite usual for women to ___C_____.A)stay at home after leaving school B)marry men younger than themselves C)start working again later in life D)marry while still at school

Passage 2 Questions 11 to 15 are based on the following passage:

Why don’t birds get lost on their long flights from one place to another? Scientists have puzzled over this question for many years.Now they’re beginning to fill in the blanks.Not long ago, experiments showed that birds rely on the sun to guide them during daylight hours.But what about birds that fly by night? Tests with artificial stars have proved that certain night-flying birds are able to follow the stars in their long-distance flights.A dove had spent its lifetime in a cage and had never flown under a natural sky.Yet it showed an inborn ability to use the stars for guidance.The bird’s cage was placed under an artificial star-filled sky.The bird tried to fly in the same direction as that taken by his outdoor cousins.Any change in the position of the artificial stars caused a change in the direction of his flight.But the stars are apparently their principal means of navigation.When the stars are hidden by clouds, they apparently find their way by such landmarks as mountain ranges, coast lines, and river courses.But when it’s too dark to see these, the doves circle helplessly, unable to find their way.11.The reason why birds don’t get lost on long flights __B____.A)have been known to scientists for years B)have only recently been discovered C)are known by everyone D)will probably remain a mystery 12.During daylight hours, birds ____C___.A)fly aimlessly B)rely on landmarks C)use sun for guidance D)are more likely to get lost 13.By “his outdoor cousins” the author means ____C_____.A)other experimenters B)the other doves of the same brood C)doves under the natural sky D)other birds in general 14.The experiment with the dove indicated that ___D______.A)birds have to be taught to navigate B)a bird that has been caged will not fly long distances C)some birds cannot fly at night D)some birds seem to follow the stars when they fly at night 15.In total darkness, doves __B_____.A)use landmarks B)don’t know which way to fly C)fly back home D)wait for the stars to appear 第三部分： A.詞匯與結(jié)構(gòu)

此部分共有5個(gè)未完成的句子，針對(duì)每個(gè)句子中未完成的部分有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。16.It is in the south-eastern part of the country, __A___ most Australians live.A.where

B.that

C.which

D.what 17.Although most of the continent ___C_____ extensive plains and nothing hills, there are also spectacular forests.A.consists of

B.is consisted of C.consist of

D.are consisted of 18.Neither the students nor the teacher ___B___ anything about the matter.A.know

B.knows

C.have not known

D.has not known 19.The tutor accused the students of great ___C_____.A.efficiency

B.inefficient

C.inefficiency

D.efficient 20.They had good reason to think that the experience was worth __C____.A.to try

B.tried

C.trying

D.being tried B.完型填空

以下短文中共包含10個(gè)未完成的句子，針對(duì)每個(gè)句子中空缺部分有4個(gè)選項(xiàng)，請從A、B、C、D四個(gè)選項(xiàng)中，選出可以填入空白處的最佳選項(xiàng)，并用鉛筆將答題卡上的相應(yīng)字母涂黑。

As she walked round the large shop, Edith realized how difficult it was to choose a suitable Christmas gift for her father.She wished that he were as easy to please as her mother, who was __21__satisfied with perfume(香水).__22__, shopping at this time of the year was a most __23__job.People stood on your feet, pushed you with their shoulders and almost __24__ you over in their hurry in order to grasp something cheap ahead of you.Partly to have a rest, Edith paused in front of a counter, where some beautiful ties were on __25__.“They are real silk,” the shop assistant told her with a smile trying to __26__her to buy one.But Edith knew from past __27__that her choice of ties hardly ever pleased her father.She moved on slowly and then, quite by chance, stopped where a small crowd of men had gathered round a counter.She found some fine pipes on sale and the __28__were very beautiful.Edith did not hesitate for long, although her father only smoked a pipe once in a while, she believed this was __29__ to please him.When she got home, with her small but well-chosen present hidden in her handbag, it was time for supper and her parents were already at table.Her mother was in great excitement.“Your father has at last decided to stop smoking,” she told her daughter happily.Edith was so __20__that she could not say a single word.C 21.A.never

B.seldom

C.always

D.scarcely C 22.A.Therefore

B.Fortunately

C.Besides

D.Finally A 23.A.unhappy

B.careful

C.exciting

D.tiring D 24.A.turned

B.hit

C.brought

D.knocked B 25.A.time

B.show

C.board

D.duty D 26.A.hope

B.ask

C.force

D.persuade A 27.A.experience

B.things

C.books

D.school C 28.A.money

B.cigarette

C.shapes

D.shop D 29.A.hardly

B.impossibly

C.possibly

D.certainly C 30.A.glad

B.happy

C.surprised

D.excited 第四部分：英譯漢

請?jiān)?5分鐘內(nèi)把下列3句英文翻譯成中文，把答案寫在答題紙上。

1.It wasn’t until the third year in high school that he began thinking of becoming a writer.直到第三年在高中的時(shí)候，他開始想成為一個(gè)作家。

2.As a sailing ship has a destination, so we must have a definite goal in our life.作為一個(gè)帆船的目的地，所以我們必須有一個(gè)明確的目標(biāo)在我們生活中。3.She was so lost in studying that she forgot to have dinner.她學(xué)習(xí)太專心了，就連吃飯也忘記了。第五部分：寫作

要求在30分鐘內(nèi)，根據(jù)下面所給的題目和中文提綱用英語寫出一篇不少于80詞的短文。

Continuing Education

1． 當(dāng)今時(shí)代，很多人都會(huì)選擇繼續(xù)深造來提升自己的知識(shí)水平以跟上時(shí)代的發(fā)展 2． 作為年輕人，我應(yīng)該怎么辦

Continuing Education

With social division in labor is becoming much more meticulous, working requires much higher efficiency.In order to keep up with the development step of the society, more and more people choose continuing education for more knowledge.Through continuing education, people can acquire whatever they need, find out their right position, and realize their value.As a young person，in order to stand firm in the competitive world and consciously form my own strategy in the dazzling of opportunities, I have to be equipped with relative knowledge, a supple mind, strong enterprising spirit and sharp insight.Looking at this point, continuing education is now becoming a necessity for anyone who expects to gain a place in the society.