第一篇：山東大學網絡教育統考英語模擬題

大學英語（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：詞匯與結構（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，根據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．

陳述你的相關學習、工作經歷。3．

聯系方法。大學英語（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.我將在一周內讀完這本書。27.在過馬路之前，你應該向四周看看。

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

第二篇：山東大學網絡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.詞匯與結構

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.和你在遠地的朋友保持聯系是比較困難的。

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，根據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.

第三篇：山東大學網絡教育英語標準答案模擬題一

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

你給以前的同學寫一封電子郵件，信里主要包括以下內容：

1.了解對方畢業后的情況

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：山東大學網絡教育《服務營銷》模擬題答案

專科市場營銷第四學期《服務營銷》 《服務市場營銷》模擬題（1）

一、名詞解釋

1．服務期望：顧客對服務的期望，是指顧客心目中服務應達到和可達到的水平。

2．公司導向的服務標準：即服務企業按照顧客期望或要求指定的服務標準，而不是公司導向的服務標準。

3．服務藍圖：是指準確的描述服務系統和便于系統參與人員客觀的理解、操作的示意圖。

二、簡單回答

1．服務有哪些基本特征？

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

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

答：包括服務技能營銷、服務專業化營銷和服務內容營銷等。

①服務技能在整個服務營銷中的作用，主要有增強服務的神秘性、促進服務的品牌營銷、支持承諾營銷、促進差異化營銷和獲得技能溢價等。②服務專業化營銷的作用主要有服務規范化營銷、促進服務品牌、增強服務質量的保證性和促進內部營銷。③服務內容營銷主要作用是促進外部營銷。除此以外內部營銷還有增強服務技巧、增強服務形象、支撐服務承諾、促進文化營銷、促進服務創新的作用，其中核心是發揮人員在營銷中的作用。

三、論述題

1．結合實際論述服務機構在供不應求時如何調節需求。

答：供不應求時的供給調節策略，只要是提高最優服務供給能力，使之接近服務需求。由于服務供給能力決定于服務資源及運作管理，因此，服務供給的調節實際上就是服務資源的有效安排及管理，具體的可以有以下策略。

（1）服務時間的調節。一是增加或延長服務時間，以滿足服務需求。（2）服務地點的調節。服務地點是一個空間問題，而空間與時間是可以相互替換的，服務地點的調節可以看做服務時間調節的一種替代。（3）增加員工。若服務人員不是限制供給能力的瓶頸，服務機構可以

用增加員工的辦法克服瓶頸因素，提高供給能力。（4）采用自動化服務人員服務工具、服務設施。服務機構，可采用自動化服務工具、服務設施替代服務人員和增加供給能力。（5）增加服務工具和服務設施。在服務工具和設施是導致生產瓶頸的服務機構，增加服務工具和設施是提高服務供給能力的關鍵。（6）提高服務效率。提高服務效率等于增加服務供給能力。

2．結合實際論述服務機構如何切實履行服務承諾。

答：服務承諾是指服務商通過廣告、海報、展示、營業推廣、人員推銷和公共宣傳等溝通方式向顧客預示服務質量或服務效果，并對服務質量或服務效果做出一定的保證。服務商不但要敢于和善于提出服務承諾，而且要切實的和有效的履行服務承諾。服務承諾與（實物）產品承諾不同，產品承諾是關于物的承諾，二服務承諾是關于人的承諾，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，產品承諾的履行比較容易。而人是活的，不一定是聽話的，服務承諾的履行比較困難。在服務過程中，上述3類人的行為都可能偏離服務承諾的內容，從而影響服務承諾的履行。因此，服務商在履行服務承諾的過程中，應加強與這3類人的協調。①服務承諾的履行需要加強于一線人員的協調。因為服務商是承諾者，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調，就容易造成服務實績與服務承諾之間的脫節。②服務承諾的履行，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的服務承諾了解得不如一線人員多，這可能影響他們在服務過程中履行服務承諾的責任心。③服務承諾的履行，還需要顧客的配合。顧客不配合，服務商的承諾效果就難以達到，服務承諾就難以履行。

《服務市場營銷》模擬題2

一、名詞解釋

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

2．顧客導向的服務標準：也稱顧客界定的服務標準，是指服務機構按照顧客期望或要求而

制定的服務標準。

3．顧客組合：是指多個同時參與某項服務的不同顧客之間的成分關系。

二、簡單回答

1．服務業有哪些基本作用？

答：服務業在中國經濟和社會的發展中發揮著越來越重要的作用。中國的經濟改革、經濟增長和社會發展都離不開服務業的發展。重要表現為：

發展服務業有利于改革國有企業、培育各類市場、建立社會保障制度和轉換政府機構的職能，實現經濟改革的目標。

發展服務業有利于增加生產要素投入和提高要素生產率，促進經濟的增長。

發展服務業有利于提高社會生活質量、社會精神文明程度和社會控制程度，促進社會發展，達到社會協調發展和最大限度地滿足人的需要的目標。

2．顧客對服務質量的感知有那些層面？

答：①可靠性②反應性③保證性④移情性⑤有形性 3．服務創新的基本步驟有哪些？

答：服務創新一般步驟是：（1）了解服務理念；（2）建立服務創新戰略；（3）產生新服務的構想；（4）定義和評估新服務；（5）新服務的商業性分析；（6）新服務藍圖的設計；（7）新服務的市場試銷；（8）新服務的市場導入。

三、論述題

1．結合實際論述服務產品的無形性對服務營銷帶來的機會和挑戰。

答：服務產品是一種行為或活動，是非實體的、無形的、抽象的和不發生所有權轉移的活動。服務產品的無形性對服務營銷活動的影響即有不利之處，又有有利之處。

服務產品的無形性對服務營銷的不利影響主要表現在：（1）服務產品不容易被識別；（2）服務質量較難考核和控制，因為缺乏有形依據；（3）“有形的服務”常常會遮蔽質量問題和“庇護”服務人員的行為過失；（4）服務投訴或糾紛較難處理，也因為缺乏有形依據；（5）服務廣告、服務展覽比較難做；（6）新的服務產品難于測試。

服務產品的無形性對服務營銷的有利影響主要表現在：（1）作為無形產品的服務，顧客

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

2．結合實際論述服務機構在供過于求時如何調節服務需求。

答：服務供過于求，是指服務需求低于服務機構的最優服務供給能力。服務供過于求時的需求調節策略，主要是采取市場營銷手段刺激需求，具體可以有以下策略：

服務創新：服務創新可以刺激服務需求。開展廣告、促銷。

降價和提供優惠。刺激需求最有力的手段之一是降價

開展多功能服務。多功能服務對顧客需求也有較強的刺激作用。開展多功能服務可以在同樣的時間內使顧客享受更多的服務，滿足更多的需求，這就等于顧客需求的增加，而服務機構最優供給能力發揮的程度也可以提高。

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

《服務市場營銷》模擬題3

一、名詞解釋

1．合格服務：是指顧客能接受但要求較一般、甚至較低的服務。

2．服務標準：是服務質量標準的簡稱，是指服務機構用以指導和管理服務行為的規范。

3．服務定位：作為一個名詞，是指一家服務機構提供的服務在顧客心目中的特殊印象或特色。而作為一個動詞，是指一家服務機構對自己在顧客心目中的服務特色進行設計或塑造。服務定位的實質是一種服務差異化和特色化戰略，即服務機構通過服務定位建立與競爭對手不同的服務特色。

二、簡單回答

1．服務產品有哪些基本特征？

答：服務產品具有區別于實物產品的4個特點：（1）無形性；（2）不可分性；（3）易變性；（4）不可儲存性。它們對服務營銷的影響既有不利之處，又有有利之處。

2．服務接觸有哪些技巧？ 答：主要表現在：

（1）、復原性。服務機構在與顧客接觸中難免有過錯。

（2）、適應性。服務機構在與顧客的接觸中如能重視和適應顧客個性化的，特殊的需要，那么就容易使顧客獲得愉悅的感知。

（3）、自發性。服務人員在與顧客的接觸中如能積極的、創造的提供某些“額外”服務，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。服務機構或服務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．服務創新有哪些基本類型？

答：服務創新的類型，按創新程度的高低分，有全新型服務創新、替代型服務創新、延伸型服務創新、拓展型服務創新、改進型服務創新和包裝型服務創新等。

三、論述分析 1．結合實際論述服務機構在供不應求時如何調節服務供給。

答：供不應求時的供給調節策略，只要是提高最優服務供給能力，使之接近服務需求。由于服務供給能力決定于服務資源及運作管理，因此，服務供給的調節實際上就是服務資源的有效安排及管理，具體的可以有以下策略。

（1）服務時間的調節。一是增加或延長服務時間，以滿足服務需求。（2）服務地點的調節。服務地點是一個空間問題，而空間與時間是可以相互替換的，服務地點的調節可以看做服務時間調節的一種替代。（3）增加員工。若服務人員不是限制供給能力的瓶頸，服務機構可以用增加員工的辦法克服瓶頸因素，提高供給能力。（4）采用自動化服務人員服務工具、服務設施。服務機構，可采用自動化服務工具、服務設施替代服務人員和增加供給能力。（5）增加服務工具和服務設施。在服務工具和設施是導致生產瓶頸的服務機構，增加服務工具和設施是提高服務供給能力的關鍵。（6）提高服務效率。提高服務效率等于增加服務供給能力。

2．結合實際論述服務承諾的重要性。

答：服務承諾作為服務的核心內容，對影響顧客的感知和期望，對引導服務人員的服務行為和貫徹執行服務標準都有重要意義。具體的說：（1）服務承諾是影響服務期望的一個關鍵因素；（2）服務承諾有利于降低顧客的認知風險；（3）服務承諾有利于樹立顧客導向的服務理念；（4）服務承諾有利于顧客監督；（5）服務承諾有利于內部營銷。

第五篇：標準答案山東大學_網絡教育(專升本)第二學期_英語_模擬題三

模擬題三

第一部分：交際用語

此部分共有5個未完成的對話，針對每個對話有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.詞匯與結構

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

請在15分鐘內把下列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候，他開始想成為一個作家。

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

要求在30分鐘內，根據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． 當今時代，很多人都會選擇繼續深造來提升自己的知識水平以跟上時代的發展 2． 作為年輕人，我應該怎么辦

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.