填空题{{B}}PART ONE{{/B}}·Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite page.·Which extract (A, B, C , D or E ) docs each statement 1-8 refer to?·For each statement 1-8, mark one letter (A, B, C , D or E ) on your Answer Sheet.·You will need to use some of these letters more than once. {{B}}A Extract 1{{/B}}You are not providing product or service to yourself, so even if you are convinced that you have your finger on the pulse of the buying public, you must remain objective in your view of how others see you. How do you do this? Simply ask your customers and prospects! Most of them will be happy to tell you how they feel about dealing with your business. However, if you can't find the time or wherewithal to ask customers directly, then enlist the assistance of a third patty to collect this information for you. But once you have this information, turn it into knowledge by using it to improve your customer interactions!{{B}}B Extract 2{{/B}}If there are any difficult but necessary policies or procedures that your customers must navigate through in order to do business with you, don't sugarcoat it by pretending that it's simple or nonexistent. Instead, take some time to come up with a well thought-out explanation of the issue, and provide clear, detailed, and easy to find directions for addressing the issue. Usability testing for any automated system is a must!{{B}}C Extract 3{{/B}}Not to be condescending, but many times we axe so familiar with our product or service that we unconsciously feel that everyone has the same understanding we do. Assume that explanations and definitions are necessary, and then provide customers the option of passing them by when they are not needed. Web sites am great for this, as terms and phrases can be presented in hypertext, where a user can click on the text and a definition or example can pop up in a new window. Don't make your customers have to seek out understanding of your product or service. Many of them will not pother with the effort, and simply move on to a competitor who provides a clearer presentation of what they do, and the benefits therein.{{B}}D Extract 4{{/B}}You and your competition are going after the same market. Obviously, some of that market is choosing a competitor instead of you. Why is that? What is it that the competitor is doing to present itself, its business, and its benefits, which appeals to certain segments of the market? Identify, understand, and utilize these things to your advantage. If there are aspects of your competitors’ business that can improve your offerings, then borrow them and make them your own. If you can do them better, by all means, do them and let customers and prospects know. You are never the only game in town; your market knows that, and you need to know it, too.{{B}}E Extract 5{{/B}}Be specific when you promise something, and by all means, deliver on that promise. If something prohibits you from delivering on that promise, you need to notify the customer as soon as possible, be upfront about why you cannot deliver, and inquire as to what you can do to make amends. Your business's credibility is at stake, so do not take this lightly. Otherwise, the expectations that you've set for your customers will be one of disappointments, which is a surefire way to kill your business.

填空题Services and utilities in NewtownIn Newtown there are: branch offices of 48 banks, more (31) 100 registered legal and commercial law offices, four important insurance companies, and a branch office of the International Business Bank. The telephone service (32) recently been improved by the installation of a new digital system, so businesses will experience (33) difficulty in obtaining telephone lines. The city has excellent resources to meet all travel requirements. Gateway International Airport is within 20 km (34) the centre. The train station has both intercity and local services, and express routes run from the coach station (35) is not far away. Newtown Business Information Service, located in the centre of the city, offers (36) range of services to match the needs of businesses. Advice on location, recruitment and marketing is available, in addition (37) highly qualified and experienced translators and interpreters. The International Business Exhibition Centre is the largest (38) best equipped in the country. Approximately 50 specialized international trade fairs are held on its premises every year (39) of the city's greatest advantages is its wide diversity of industry, combining manufacturing with a range of other services. For visitors to Newtown there is a wide choice of hotels, as (40) as numerous restaurants and other facilities.

填空题 COCA-COLA AND ITS ADVERTISING John S. Pemberton invented Coca-Cola in 1886. His partner suggested running an advertisement which the drink in the Atlanta Journal that very year. In 1888, Asa candler bought the Coca-Cola business and decided to make the product well-known (31) signs, calendars and clocks. The company began to build its global network. When Robert Woodruff was made president of the company in 1923, he succeeded (32) transforming Coca-Cola (33) a truly international brand by setting (34) a foreign department, which exported Coca-Cola to the Olympic Games in Amsterdam in 1928. During World War II, he promised to bring Coca-Cola (35) every soldier in every part of the world. Coca-Cola's advertising has always attempted (36) reflect changing contemporary lifestyles. Creating an international advertising campaign requires the talents (37) professionals in many fields, and extensive testing and research are always done (38) deciding which advertisements will finally be used. Celebrity endorsements have featured heavily. Cary Grant, Ray Charles and Whitney Houston are just three of the big name stars who have agreed to appear (39) Coca-Cola commercials. After launching Diet Coke in 1982, the company saw its sales grow quickly. The drink is now the third most popular (40) the world.

填空题E-Meeting Access What is E-Meeting Access? 1. E-Meeting Access allows you to hold electronic meetings on ______. 2. Using computers enables people to express ideas freely without ______. Advantages of E-Meeting Access 3. The system generates more ideas by using the ______ of the entire group. 4. The system encourages ______ by keeping the proposer's identity secret. 5. Each idea is judged ______ rather than attitudes towards the proposer. 6. As a result of this team ownership of any proposals made, ideas are ______ allowing them to be processed more quickly. 7. Equal contributions mean ______ of the meeting by individuals. 8. Automatic documentation means a ______ is not required. Features of E-Meeting Access 9. The Drawing Pad means that ______ are accessible to the group. 10. FileShare allows for the ______ within the group. 11. Consensus offers three possible ______ for indicating opinions. 12. Briefcase allows you to use your ______ in the meeting.

填空题提单 运费 托运人 收货人 联运提单 记名提单 直运提单 指示提单 立即装运 集装箱提单

填空题A．market research B．packaging C．subsidiary D．mail-order company E．retailing F．packing G．quantity discount H．promotion I．credit facilities J．chain store K. branding L. co-operative M．the media N．consumer durables O．bulk buying

填空题{{B}}PART FOUR{{/B}}{{B}} · Read the following text. · Choose the best word to fill each gap. · For each question 21--30, mark one letter A, B, C or D.{{/B}} Attention to detail is something everyone can and{{U}} (21) {{/U}}do--especially in a tight job market. Bob Crossley, a human-resources expert notices this in the job applications that{{U}} (22) {{/U}}his desk every day. "It's amazing how many candidates eliminate themselves," he says."Resumes arrive with stains. Some candidates don't bother to spell the company's things at the{{U}} (23) {{/U}}of something larger they work toward." "{{U}} (24) {{/U}}from losing the forest for the trees," says Charles Garfield, associate professor at the University of California, San Francisco, "we must{{U}} (25) {{/U}}ask ourselves how the details we're working on fit into the larger picture they don't, we should drop them and move to something else." Garfield{{U}} (26) {{/U}}this process to his work as a computer scientist at NASA. "The Apollo II moon launch was slightly off-course 90 percent of the time," says Garfield. "But a successful landing was still likely because we knew the exact coordinates of our goal. This allowed us to make adjustments as necessary."{{U}} (27) {{/U}}where we want to go helps us judge the importance of every task we undertake.Too often we believe what{{U}} (28) {{/U}}others' success is some special secret or a lucky break(机遇). But rarely is success so mysterious. Again and again, we see that by doing{{U}} (29) {{/U}}things within our grasp well, large{{U}} (30) {{/U}}follow.

填空题{{B}}TASK TWO - COMMENT ON THE MEETING{{/B}}· For questions 18 - 22, match the extracts with the speakers' comments on the meetings, listed A - H.· For each extract, choose the comment on the meeting.· Write one letter (A - H) next to the number of the extract.A Not all the relevant information was made available.B I disagreed with the conclusion that was reached.C The chairperson lost control of the meeting.D A few of the participants didn't listen to each otherE I didn't say everything I wanted to say.F The meeting was dominated by one person.G The decision made at the meeting was later ignored,H I was not convinced that the decision taken reflected the majority view.

填空题crane (machine for lifting goods)

填空题economic growth and prevent from any acceleration in inflation. Recent reports

填空题非流动负债 恒生物价指数 流动负债 负债总额 经纪人投票结果 流动资产 资产总额 税前利润/亏损 非流动资产

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填空题The Buying and Selling of Shares The business of buying and selling shares is done in an area known the floor. Scattered over the floor are positions called posts. Each post bears the names of the stocks traded at that post. A broker desiring to buy shares of a certain stock will go to the section of the post allotted to that stock. If the prevailing price of the stock is several points 1 from the figure the broker is authorized to pay, an order may be left with the specialist, who often acts as liaison 2 buyer and seller. The specialist enters the order in a book; 3 the price is reached, the specialist buys or sells the stock 4 to the orders of the broker and reports the transaction to the buyer and the seller. If the prevailing quotations are close 5 the price the broker is authorized to by, however, he or she usually attempts 6 complete the transaction without recourse to the specialist. As soon as a price is agreed on, both brokers, the buyer and the seller, make a memorandum of the transaction. which is reported 7 the brokerage office at once by telephone. An exchange employee 8 the post where the transaction occurs writes, on a special card. the stock symbol, the number of shares, and the price, and places the card in an optical reader. The photoelectric eye of the card reader scans tire pencil marks 9 transmits the information to a compute. The computer records the information in its memory banks and transmits the details of the transaction 10 more than 25,400 electrical tickers and display devices in the U. S., Canada. and Europe.

填空题______

填空题The advantages of international trade are obvious. Trading with other nations can also pose problems if a country's imports and exports do not balance out, though. (31) deciding whether a balance does or does not exist, economists use two measures: balance of trade and balance of payments. The total economic value of all products imported (32) a country compared to the total economic value of ail other products exported out of the country is that nation's balance of trade. Relatively small imbalances in the value of imports and exports for a country are quite common and (33) very important. However, sometimes a country's trade imbalance can be very large. For example, Japan exports goods and services equal (34) about 15 percent of everything it manufactures. However, it only needs to import goods and services equal to around 5 percent (35) what it manufactures at home. The difference amounts (36) a trade surplus (a positive balance of trade) of several billion dollars each year. Japan is generally content (37) its trade imbalance, because it results (38) more money flowing into the country than flowing out. However, some of its trading partners are not. For the last several years, the United States has been importing more than it exports, resulting in a trade deficit (a negative balance of trade). (39) a result, more money is leaving the United States (40) entering it.

填空题The challenge you're facing, like the one above all, is complicated. It, too, has long term

填空题{{B}}TASK TWO - THE RECOMMENDATION MADE{{/B}}· For questions 18 - 22, match the extracts with the recommendations made, listed A - H.· For each extract, choose the recommendation each speaker makes.· Write one letter (A - H) next to the number of the extract.A attend an internal seminarB refer to a bookC talk to another managerD change working hoursE attend a residential courseF use a piece of softwareG call a meetingH re-arrange office space