第一篇：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個未完成的對話，針對每個對話是未完成的部分有4個選項，請從A、B、C、D四個選項中選出可以填入空白處的最佳選項，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個問題。請從每個問題后的A、B、C、D四個選項中，選出可以填入空白處的最佳選項，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個未完成的句子，針對每個句子中未完成的部分有4個選項，請從A、B、C、D四個選項中選出可以填入空白處的最佳選項，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個未完成的句子，針對每個句子中空缺部分有4個選項，請從A、B、C、D四個選項中，選出可以填入空白處的最佳選項，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

請在15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

你是惟一一個能幫助我解決這個問題的人。

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，開闊眼界等

2.應(yīng)如何進行閱讀

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.

第二篇：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：英譯漢請在15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.了解對方畢業(yè)后的情況

2.你的近況

3.邀請對方方便時來訪

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

專科市場營銷第四學(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：顧客對服務(wù)的期望，是指顧客心目中服務(wù)應(yīng)達到和可達到的水平。

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)技能在整個服務(wù)營銷中的作用，主要有增強服務(wù)的神秘性、促進服務(wù)的品牌營銷、支持承諾營銷、促進差異化營銷和獲得技能溢價等。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、促進服務(wù)品牌、增強服務(wù)質(zhì)量的保證性和促進內(nèi)部營銷。③服務(wù)內(nèi)容營銷主要作用是促進外部營銷。除此以外內(nèi)部營銷還有增強服務(wù)技巧、增強服務(wù)形象、支撐服務(wù)承諾、促進文化營銷、促進服務(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)合實際論述服務(wù)機構(gòu)在供不應(yīng)求時如何調(diào)節(jié)需求。

答：供不應(yīng)求時的供給調(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)資源及運作管理，因此，服務(wù)供給的調(diào)節(jié)實際上就是服務(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)時間的調(diào)節(jié)。一是增加或延長服務(wù)時間，以滿足服務(wù)需求。（2）服務(wù)地點的調(diào)節(jié)。服務(wù)地點是一個空間問題，而空間與時間是可以相互替換的，服務(wù)地點的調(diào)節(jié)可以看做服務(wù)時間調(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）采用自動化服務(wù)人員服務(wù)工具、服務(wù)設(shè)施。服務(wù)機構(gòu)，可采用自動化服務(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)合實際論述服務(wù)機構(gòu)如何切實履行服務(wù)承諾。

答：服務(wù)承諾是指服務(wù)商通過廣告、海報、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，而且要切實的和有效的履行服務(wù)承諾。服務(wù)承諾與（實物）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)加強與這3類人的協(xié)調(diào)。①服務(wù)承諾的履行需要加強于一線人員的協(xié)調(diào)。因為服務(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，需要加強二線人員的配合。二線人員較少直接接觸顧客，對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：是指多個同時參與某項服務(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)濟和社會的發(fā)展中發(fā)揮著越來越重要的作用。中國的經(jīng)濟改革、經(jīng)濟增長和社會發(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、建立社會保障制度和轉(zhuǎn)換政府機構(gòu)的職能，實現(xiàn)經(jīng)濟改革的目標(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，促進經(jīng)濟的增長。

發(fā)展服務(wù)業(yè)有利于提高社會生活質(zhì)量、社會精神文明程度和社會控制程度，促進社會發(fā)展，達到社會協(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）定義和評估新服務(wù)；（5）新服務(wù)的商業(yè)性分析；（6）新服務(wù)藍圖的設(shè)計；（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)合實際論述服務(wù)產(chǎn)品的無形性對服務(wù)營銷帶來的機會和挑戰(zhàn)。

答：服務(wù)產(chǎn)品是一種行為或活動，是非實體的、無形的、抽象的和不發(fā)生所有權(quán)轉(zhuǎn)移的活動。服務(wù)產(chǎn)品的無形性對服務(wù)營銷活動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)品不容易被識別；（2）服務(wù)質(zhì)量較難考核和控制，因為缺乏有形依據(jù)；（3）“有形的服務(wù)”常常會遮蔽質(zhì)量問題和“庇護”服務(wù)人員的行為過失；（4）服務(wù)投訴或糾紛較難處理，也因為缺乏有形依據(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服務(wù)營銷是有利的；（2）“無形”背后的實質(zhì)是服務(wù)行為，包括服務(wù)的熟巧、技能、技藝、技術(shù)、知識、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)合實際論述服務(wù)機構(gòu)在供過于求時如何調(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)機構(gòu)的最優(yōu)服務(wù)供給能力。服務(wù)供過于求時的需求調(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。

降價和提供優(yōu)惠。刺激需求最有力的手段之一是降價

開展多功能服務(wù)。多功能服務(wù)對顧客需求也有較強的刺激作用。開展多功能服務(wù)可以在同樣的時間內(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：作為一個名詞，是指一家服務(wù)機構(gòu)提供的服務(wù)在顧客心目中的特殊印象或特色。而作為一個動詞，是指一家服務(wù)機構(gòu)對自己在顧客心目中的服務(wù)特色進行設(shè)計或塑造。服務(wù)定位的實質(zhì)是一種服務(wù)差異化和特色化戰(zhàn)略，即服務(wù)機構(gòu)通過服務(wù)定位建立與競爭對手不同的服務(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)別于實物產(chǎn)品的4個特點：（1）無形性；（2）不可分性；（3）易變性；（4）不可儲存性。它們對服務(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)機構(gòu)在與顧客接觸中難免有過錯。

（2）、適應(yīng)性。服務(wù)機構(gòu)在與顧客的接觸中如能重視和適應(yīng)顧客個性化的，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，那么會使顧客獲得非常愉悅的感知。

（4）接觸問題顧客。服務(wù)機構(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)識到顧客不是個個都愿意配合、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)合實際論述服務(wù)機構(gòu)在供不應(yīng)求時如何調(diào)節(jié)服務(wù)供給。

答：供不應(yīng)求時的供給調(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)資源及運作管理，因此，服務(wù)供給的調(diào)節(jié)實際上就是服務(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)時間的調(diào)節(jié)。一是增加或延長服務(wù)時間，以滿足服務(wù)需求。（2）服務(wù)地點的調(diào)節(jié)。服務(wù)地點是一個空間問題，而空間與時間是可以相互替換的，服務(wù)地點的調(diào)節(jié)可以看做服務(wù)時間調(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）采用自動化服務(wù)人員服務(wù)工具、服務(wù)設(shè)施。服務(wù)機構(gòu)，可采用自動化服務(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，對影響顧客的感知和期望，對引導(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；（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：山東大學(xué)網(wǎng)絡(luò)教育期末生理學(xué)A卷

生理學(xué)模擬卷

一．單項選擇題:(在下列A、B、C、D、E答案中選擇一項最佳答案）

C 1．衡量組織興奮性高低的指標(biāo)是

A.肌肉收縮強弱 B.腺體分泌多少 C.刺激閾大小 D.動作電位幅度 E.閾電位水平B 2.機體內(nèi)環(huán)境是指

A.細(xì)胞內(nèi)液 B.細(xì)胞外液 C.血漿 D.組織液 E.淋巴液

B 3.靜息電位從-90mV變化到-110mV稱為

A.極化 B.超極化 C.復(fù)極化 D.去極化 E.除極

A 4.有關(guān)肝素抗凝機理的敘述錯誤的是

A.去除血Ca2+ B.與抗凝血酶Ⅲ結(jié)合

C.抑制凝血酶 D.刺激血管內(nèi)皮細(xì)胞大量釋放TFPI E.抑制血小板聚集

E 5.在體循環(huán)和肺循環(huán)中，基本相同的是

A.收縮壓 B.舒張壓 C.心室作功 D.外周阻力 E.心輸出量 A 6.神經(jīng)調(diào)節(jié)的基本方式主要是

A.反射 B.神經(jīng)分泌 C.反饋 D.負(fù)反饋 E.正反饋

B 7.從房室瓣關(guān)閉到動脈瓣關(guān)閉的間隔在心動周期中相當(dāng)于

A.心房收縮期 B.心室等容收縮期 C.心室收縮期 D.心室舒張期 E.心室等容舒張期

E 8．動脈瓣關(guān)閉標(biāo)志

A.心房收縮期開始 B.心房舒張期開始 C.心室收縮期開始 D.心室舒張期開始 E.心舒期末 B 9.心動周期中主動脈壓最低的時期是

A.快速充盈期末 B.等容收縮期末 C.緩慢充盈期末 D.房縮期 E.等容舒張期末 E 10.血漿與組織液相同的是

A.血漿膠滲壓 B.凝血因子 C.15％葡萄糖濃度 D.白蛋白濃度 E.血漿晶滲壓 B 11.內(nèi)源性凝血與外源性凝血的分界限是

A.因子X激活前 B.因子X激活后 C.凝血酶形成后 D.纖維蛋白形成前 E.血管內(nèi)外

C 12.心室肌細(xì)胞動作電位的主要特征是

A.去極化速度快 B.復(fù)極化快 C.復(fù)極化2期緩慢 D.有鋒電位 E.有不應(yīng)期 B 13.左心衰竭時可致

A.動脈血壓高 B.肺水腫和肺淤血 C.顯著肝脾腫大 D.下肢水腫明顯 E.中心靜脈壓明顯升高 D 14.竇房結(jié)是心跳起搏點的原因是

A.靜息電位低 B.動作電位無平臺期 C.0期去極化速度快 D.傳導(dǎo)速度最快 E.4期自動去極化速度最快

B 15.對蛋白質(zhì)和脂肪消化力最強的消化液是

A.胃液 B.胰液 C.小腸液 D.大腸液 E.膽汁

B 16.骨骼肌細(xì)胞興奮-收縮耦聯(lián)的關(guān)鍵因素是

A.Na+ B.Ca2+ C.K+ D.乙酰膽堿 E.ATP A 17.肺換氣的動力是氣體的

A.分壓差 B.溶解度 C.分子量 D.呼吸運動 E.呼吸道口徑 C 18.平靜呼吸時,呼氣末的胸內(nèi)壓

A．高于大氣壓 B.等于大氣壓 C.低于大氣壓 D.低于肺內(nèi)壓 E.高于肺內(nèi)壓 A 19.關(guān)于肺泡表面張力的敘述正確的是

A.促進肺擴張 B.占肺回縮力的1/3 C.降低肺的順應(yīng)性 D.使肺順應(yīng)性增大 E.防止肺萎縮 D 20.大量出汗后，不會引起機體

A.失水 B.失鹽 C.血漿滲透壓升高 D.ADH釋放減少 E.濃縮尿 E 21.引起滲透性利尿的因素是

A.大量飲低滲性水 B.靜脈大量注射生理鹽水

C.大量飲茶水 D.靜脈大量注射5％葡萄糖溶液 E.靜脈大量注射甘露醇溶液

D 22.當(dāng)眼視遠(yuǎn)物時,平行光線能聚焦于視網(wǎng)膜上主要調(diào)節(jié)活動是 A.晶狀體變扁平，瞳孔縮小 B.晶狀體變凸，瞳孔擴大 C.兩眼會聚，晶狀體變凸 D.晶狀體變扁平，瞳孔擴大 E.兩眼會聚，晶狀體變凸，瞳孔縮小 D 23.聽覺感受器位于

A.鼓膜 B.前庭 C.半規(guī)管 D.耳蝸 E.球囊

D 24.關(guān)于非特異投射系統(tǒng)的敘述錯誤的是

A.多次換神經(jīng)元 B.在丘腦換元 C.彌漫性投射到皮層 D.產(chǎn)生特定感覺 E.易被藥物阻斷 D 25.生理劑量糖皮質(zhì)激素的作用不包括

A.升高血糖 B.使中性粒細(xì)胞減少 C.使血小板增多 D.促進蛋白質(zhì)分解 E.激素允許作用 B 26.副交感神經(jīng)興奮時

A.心率加快 B.胃腸運動加強 C.逼尿肌舒張 D.瞳孔散大 E.汗腺分泌 C 27.下列過程存在負(fù)反饋的是

A.排尿 B.血液凝固 C.體溫調(diào)節(jié) D.分娩 E.排便 D 28.除哪項外都是腱反射

A.膝跳反射 B.肱二頭肌反射 C.肱三頭肌反射 D.屈肌反射 E.跟腱反射 C 29．下列哪項不是腎的機能

A．排泄廢物 B.調(diào)節(jié)水電解質(zhì)平衡 C.分泌腎上腺素 D.分泌促紅細(xì)胞生成素 E.調(diào)節(jié)酸堿平衡

B 30.下列哪種物質(zhì)不屬于胃腸道激素

A.胃泌素 B.組胺 C.生長抑素 D.血管活性腸肽 E.抑胃肽

二．名詞解釋

1.靜息電位

細(xì)胞在沒有受到外來刺激的條件下，存在于細(xì)胞膜內(nèi)外兩側(cè)的電位差。

2.閾電位

能使細(xì)胞膜去極化而爆發(fā)動作電位的臨界膜電位值。

3.射血分?jǐn)?shù)

每搏輸出量和心輸末期容量的百分比

4.中心靜脈壓

存在于胸腔大靜脈和右心房的壓力，稱為中心靜脈壓。正常值為4~12cmH2O。

5.通氣—血流比值

肺泡通氣量與肺血流量的比值，正常值為0.84

三.問答題:

1.什么是表面活性物質(zhì)？其作用是什么？

表面活性物質(zhì)由肺泡II型上皮分泌，化學(xué)成分為二軟脂酰卵磷脂。

主要作用為降低肺泡表面張力。表現(xiàn)為：1保持大小肺泡的穩(wěn)定性。

2防止肺水腫