国家开放大学《商务英语4》单元测试1-8

国家开放大学《商务英语4》单元测试1-8单元测试1一、选择填空题1、—__________________?—Yes,businessclass.答：Willyouflybusinessclass2、—__________________?—Sure,noproblem.First,goseeCindyandtellherwhereyou'regoingandwhen.答：Canyoufillmein3、____________behalfofVancouverC&SInt'lTradeCorp.,Iampleasedtoinviteyouandyourcolleaguestovisitus.答：On4、Canyoufillme____________?Ineedsomedetailedinformation.答：In5、Manyofthebanksandtravelservicesinthewesterncountriesprovideconvenienceforthetravellersbyissuingtraveller's____________.答：checks—Howwouldyouliketogo?—__________________.答：I'dliketoflytoFrankfurtforastayoftwodaysTraveller'schecksaregenerally____________smallfacevalue.答：ofTheprocessingtime____________perembassy.答：varies—HeyKyle,guesswhat!ThebossissendingmetoEuropeforamarketingseminarnextmonth.—__________________You'vebeenitchingtogoonabusinesstripformonths.答：Great!Youmustbehappy.Ifyouareintending____________justoneSchengencountry,youwillneedtoapplyfortheSchengenvisadirectlywiththeembassyorconsulateofthatparticularcountry.答：tovisitWeusedto____________cashadvances.答：havePlease____________anopenreturnflightfromBarcelonatoFrankfurt.C.book二、阅读理解/翻译/完形填空（题型随机）1.Canyoufillmein?你能向我详细介绍一下吗？2.Notallrestaurantsacceptthecard.并非所有酒店都接受此卡3.Weusedtohavecashadvances我们以前是预支现金。4.Letmeknowhowyoulikelivingoutofasuitcase.到时候告诉我你是怎么带着旅行包生活的。5.Itisveryprofitablefortheissuingofficestofinancethefundstheycollectbyissuingtraveller’schecks.对发行机构来说，发行旅行支票提供融资便利是有利可图的。完形填空HowtoScheduleYourVisaAppointmentPaymentcanbemadewithaUnionPaydebitcardorincash.Youcan（pay）directlythroughthewebsite,theCallCenter,orataCiticbankATM.IfpayingataCiticbankbranch,youcanpaywithaUnionPay（debitcard）orwithcash.Ifyouprefertopayincash,theappointmentwebsitewillproduceabankdepositslip（based）onthetypeofappointmentforwhichyouhaveregistered;thedepositslipwillindicatehowmuchyoumustpay.Youmustprintthisbank（depositslip）,logofftheappointmentsite,proceedtoalocalCiticbankbranch,presentthebankdepositslip,paytherequestedamount,obtainanoriginalbankreceiptforthetransaction,logbackintothe（appointmentsite）,andenterthebankreceiptconfirmationnumberintotherequestedfield.单元测试2题目：—Hello,isthatSailMovingCompany?—_________________?答案：Yes,thisisJackspeaking.Thanksforcalling.Whatcanwedoforyou题目：—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.答案：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomove题目：—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.答案：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice题目：—Whatdoesthecustomer'scomplaintsay?—_________________.答案：Hesayshehasn'tgottenbackthemonitorforrepairs题目：—Whatisthedistancebetweenthenewbuildingandyouroffice?—_________________.答案：Itisabout15kilometers题目：_________thesituationmaybe,makesurethatyoudon'tleaveyourcustomerwithanunansweredquestion.答案：Whatever题目：Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.?答案：loyal题目：Customerswon'tfindstoreclerkssittingaround_________.答案：watchingTVorplayingcards题目：Ifanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.答案：claim题目：Ifthingshave_________,thepersonyou'retalkingtowillwanttoknowthereasons.答案：gonewrong题目：Lookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.答案：whattheyaresaying题目：Someofthecustomers'complaintsseem_________.答案：unacceptable题目：Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.?答案：express题目：TheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.答案：tomake题目：Thecustomerservicerepresentativewilloftenallowcustomerstoexchangetheproducttheyboughtorreturnitforafull_________.答案：refund题目：阅读理解：根据文章内容，判断正误（每题10分）。TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.(1)2.Leaveyourcustomerwithanunansweredquestionisunacceptable.(2)3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.(3)4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.(4)5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.(5)答案：题1：F，题2：T，题3：F，题4：T，题5：F题目：阅读理解：根据文章内容，把每一段和其所谈论的话题相匹配（每题10分）。CustomerServiceTheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.(1)2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.(2)3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.(3)4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.(4)5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.(5)答案：题1：theAmericanideaofcustomerservice，题2：honoredguest，题3：checkoutservice，题4：satisfactionguaranteed，题5：customerloyalty题目：完形填空：选择正确答案，补全文章（每题10分）。Customerserviceistheserviceorcarethataconsumerreceivesbefore,duringandafterapurchase.It'soneofthefactorsthatcomeintoplaywhenaconsumerisdeterminingbuyingvalue,theotheristhequalityoftheproductorservicethatisbeing?(1).Consumersoftenmustencounteranexperiencetonotonlybeasatisfiedcustomer,butaloyalcustomer.Customerserviceisapartofthatexperience.Topnotchservicewillcreate?(2)andareturningcustomer,whichiswhatweallmuststrivefor.Excellentcustomerserviceis?(3)tobusinessestoday.It'sacomponentthatisoftenmissing,unfortunately.Howdoyouprovidegreatcustomerservice?Alwaysmakeyourcustomera?(4).Greettheminafriendlymanner,whetherthatbeviatelephone,emailorinperson.Letthemknowyouaretheretohelpandthatyouwilltakecareofthem,notonlybeforethesalebutafteraswell.Afterall,inathrivingbusinesscustomersarenot?(5);it'sarequirementforbusinessestosurvive.答案：题1：offered，题2：loyalty，题3：vital，题4：priority，题5：optional题目：翻译：为句子选择正确的翻译（每题10分）。TheAmericanideaofcustomserviceistomakeeachcustomerthecenterofattention.A.美式客服理念认为每位客户都是关注的焦点。2.Manyproductscomewithamoney-backguarantee.B.许多产品都有退款承诺。3.Makesuretolookyourcustomersintheeye.C.确保要直视顾客的眼睛。4.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.A.一定要想方设法，超越顾客的期望。5.Theworstthingisthatyoudiscoveredatthelastmomentthereweremissingpartsintheorderbeforeshipment.A.最糟糕的事情是，在装船之前的最后时刻，你发现订单货物有遗漏。一、选择填空题1、—Whatdoesthecustomer'scomplaintsay?—_________________.答：Hesayshehasn'tgottenbackthemonitorforrepairs2、—Theclientsaidhehadtosendamonitorbackthreetimesbeforetheproblemwassolved.Doyouhaveareasonforthis?—_________________.答：Well,Iwonderwhethertherecentlayoffsareaffectingthequalityofourcustomerservice3、Somestoresevenoffer_________lanesforcustomerswith10itemsorlesstocheckoutquickly.答：express4、Customerswon'tfindstoreclerkssittingaround_________.答：watchingTVorplayingcards5、Customersoftenremain_________toabusinessthathasexcellentserviceeveniftheirpricesarehigh.答：loyal—Howdoyoucalculatethefeeifweaskyoutomovetheofficefurniture?—_________________.答：Thecostdependsonthefloortomoveto,thedistancebetweentwoplacesandtheamountofthefurnituretomoveLookingyourcustomersintheeyeshowsthatwearelisteningtothemandhearing_________.答：whattheyaresayingIfanyofthearticlesaredamagedduringmove,youmaymakea_________forcompensationwithourcompany.答：claimTheAmericanideaofcustomerserviceis_________eachcustomerthecenterofattention.答：tomake二、阅读理解/翻译/完形填空（题型随机）TheFeelGoodFactorinCustomerServiceAchallengeinworkingincustomerserviceistoensurethatyouhavefocusedyourattentionontherightkeyareas,measuredbytherightKeyPerformanceIndicator(KPI).OneofthemostimportantaspectsofacustomerserviceKPIiswhatisoftenreferredtoasthe“FeelGoodFactor”.Basicallythegoalisnotonlytohelpthecustomerhaveagoodexperience,buttoofferanexperiencethatexceedsexpectations.Severalkeypointsarelistedasfollows:Knowwhatproducts/serviceyouareofferingfrombacktofront.Inotherwords,beaninformationexpert.Itisokaytosay“Idon’tknow”,butitshouldalwaysbefollowedupby“butletmefindout”orpossibly“butthispersonwillbeabletoassistyou”.Whateverthesituationmaybe,makesurethatyoudon’tleaveyourcustomerwithanunansweredquestion.Mostofthecommunicationthatyourelaytoothersisdonethroughbodylanguage.Ifyouhavenegativebodylanguagewhenyoucommunicatewithothers,itshowsthatyoudon'tcare.Twoofthemostimportantaspectsofpositivebodylanguagearesmilingandeyecontact.Makesuretolookyourcustomersintheeye.Itshowsthatwearelisteningtothemandhearingwhattheyaresaying.Andofcoursesmilingismoreinvitingthanablanklookorfrown.Nothingsurprisesyourcustomersmorethananemployeegoingtheextramiletohelpthem.Alwayslookforwaystogoaboveandbeyondtheexpectationsofyourcustomers.Indoingso,ithelpsthemtoknowthatyoucareanditwillleavethemwiththe“FeelGoodFactor”thatyouaresearchingfor.1.Thegoalofcustomerserviceistogivecustomersanexperiencethatmeetstheirexpectations.F2.Leaveyourcustomerwithanunansweredquestionisunacceptable.T3.Bothpositivebodylanguageandnegativebodylanguagearenecessaryincustomerservice.F4.Eyecontactisoneofthemostimportantaspectsofpositivebodylanguage.T5.Theunderlined“goingtheextramiletohelpthem”inthelastparagraphmeans“goingalongwaytohelpthem”.FCustomerService1.TheAmericanideaofcustomerserviceistomakeeachcustomerthecenterofattention.Andwhereveryougo,goodcustomerservicemeansmakingcustomersfeelspecial.theAmericanideaofcustomerservice2.Whencustomersgettoastore,theyaretreatedashonoredguests.Customersdon’tusuallyfindstoreclerkssittingaroundwatchingTVorplayingcards.Instead,theclerksgreetthemwarmlyandoffertohelpthemfindwhattheywant.Customersusuallydon’thavetoaskhowmuchitemscost,sincepricesareclearlymarked.honoredguest3.Whencustomersarereadytocheckout,theycangotothenearestandshortestcheckoutlane.Goodstoresopennewcheckoutlaneswhenthelineupsgettoolong.Someevenofferexpresslanesforcustomerswith10itemsorless.Aftertheypayfortheirpurchases,customersreceiveasmileandawarm“thankyouandhaveaniceday”fromtheclerk.checkoutservice4.InAmerica,customerservicecontinueslongafterthesale.Manyproductscomewithamoney-backguarantee.Expensiveitemslikecars,computersorstereosoftenhaveawarrantythatensurestrouble-freeuseforaperiodofayearormore.Advertisementsregularlyincludethemotto,“Yoursatisfactionisguaranteed”.Soifthereisaproblemwiththeproduct,customerscantakeitback.Thecustomerservicerepresentativewilloftenallowthemtoexchangetheitemorreturnitforafullrefund.satisfactionguaranteed5.CustomerserviceinAmericagrowsoutofthebeliefthat“thecustomerisalwaysright”.Ifapersonreceivespoorservicefromastore,heprobablywillavoidshoppingthereinthefuture.Ontheotherhand,customersoftenremainloyaltoabusinessthathasexcellentserviceeveniftheirpricesarehigh.customerloyalty单元测试3题目：—Couldyoubesokindastoturndownthatrock“n”roll?I'mpreparingfortomorrow'smeetingreport.—______________.答案：Sure.Sorrytodisturbyou题目：______hasgoodreputationwillsoonerorlaterbesuccessfulinhisbusiness.答案：Whoever题目：Althoughhehassoughttofindapeaceful_____,heisfacingmorepressurefromhisbusinessrivals.答案：solution题目：Atthesametime,thenegotiatorkeepsthingssecret____wouldlimithis/herabilitytonegotiate.答案：that题目：—Hello,thisisLucasBowen.I'dliketoordersomemachines.—___________.Whendoyouneedthem?答案：Noproblem题目：—I'llalsothrowinthediscountof10%onyourupfrontdeposit.Whatdoyouthinkaboutthissuggestion?—______________.答案：Ok,Ithinkwe'vebothhavedoneourbestforthis题目：—I'llbeawayonabusinesstrip.Wouldyoumindsigningformyexpressdelivery?—________________.答案：I'dbehappyto题目：Inbusiness，whateveryoudo,donot____illegalbenefit.答案：chase题目：—Okaythen,sotoconfirm:a6%discountbutyoupayalltheshippingandinstallationcosts.—____________.I'llcallyoutomorrow.答案：Thatsoundsallright题目：Thatmightbeacceptable______youhandletheinsurancefees.答案：if题目：Theirskilland____hasgotthemonthesalesteam.?答案：enthusiasm题目：Theywantedto______adiscussiononeconomics.答案：initiate题目：Toattractinvestors,thegovernmenthas_____itstaxandlaborlaws.答案：adjusted题目：Wecan'tmanagethat____youpayfortheinstallation.?答案：unless题目：Whentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答案：gets题目：阅读理解：根据文章内容，选择正确答案（每题10分）。Emotionsplayanimportantpartinthenegotiationprocess,althoughitisonlyinrecentyearsthattheireffectisbeingstudied.Emotionshavethepotentialtoplayeitherapositiveornegativeroleinnegotiation.Duringnegotiations,thedecisionastowhetherornottosettlerestsinpartonemotionalfactors.Negativeemotionscancauseintenseandevenirrationalbehavior,andcancauseconflictsandnegotiationstobreakdown,butmaybeinstrumentalinattainingconcessions.Ontheotherhand,positiveemotionsoftenfacilitatereachinganagreementandhelptomaximizejointgains,butcanalsobeinstrumentalinattainingconcessions.Positiveandnegativediscreteemotionscanbestrategicallydisplayedtoinfluencetaskandrelationaloutcomesandmayplayoutdifferentlyacrossculturalboundaries.Emotionsplayanimportantroleduringthenegotiation,althoughtheireffectisbeingstudiedjust(1).A.atthebeginningofnegotiationpracticeB.duringthenegotiationprocessC.notlongbefore2.Negativeemotionsmay(2)makeconcessions.A.behelpfultoB.beharmfultoC.benothingto3.Duringnegotiations,thedecisionastowhetherornottosettledependsinpartonemotionalfactors.(3)A.totallyB.tosomeextendC.completelynot4.Attainingconcessionscanbedone(4).A.onlybynegativeemotionsB.onlybypositiveemotionsC.bybothnegativeandpositiveemotions5.Indifferentcultures,negotiatorsshoulduse?(5)?strategiestoshowpositiveandnegativeemotions.A.thesameB.differentC.no答案：题1：C，题2：A，题3：B，题4：C，题5：B题目：阅读理解：根据文章内容，判断正误（每题10分）。TheGoldenRulesofNegotiatingTheartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:AlwaysStarttheNegotiations.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.AlwaysNegotiateinWriting.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.AlwaysStayCool.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomesinsanelyinvestedinpersonalagendasanduselessemotions.Crying,gettingangryandblowingoffsteammaymakeyoufeelgood,butsuchbehaviorwillnotbenefityouwhilenegotiating.Whentherestoftheroomgetsemotional,staycoolanduselogictonegotiateandclose.1.Ifyoulettheotherpartystartnegotiations,youwillbecompletelygraspthecontrol,oftenwithoutevenrealizingit.(1)2.So,neverletbothpartiescontrolthenegotiations.(2)3.Negotiatingfirstandthenhavingtocreateadocumentdoesn’tneednecessarytimetoatransaction.(3)4.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomeswildorhelplessduringthenegotiation.(4)5.Whentherestoftheroomgetsoutofcontrol,staycoolanduselogictonegotiateandclose.(5)答案：题1：F，题2：F，题3：T，题4：T，题5：F题目：完形填空：选择正确答案，补全文章（每题10分）。Anotherexampleisreadingnon-verbalcommunication.?(1)readthenon-verbalcommunicationofanotherpersoncanbeagreatassetinthecommunicationprocess.Bybeingaware?(2)differentsignsandexpressions?(3)apersongivesverballyandnon-verbally,anegotiatorcanadjusthis/herapproachandthenegotiationcangosmoothly.If?(4),itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.Beingfamiliarwithanotherpersonhelpsyouto?(5)thedifferencesbetweenverbalandnon-verbalcommunicationwithinthenegotiationatmosphere.答案：题1：Beingableto，题2：of，题3：that，题4：possible，题5：sense题目：翻译：为句子选择正确的翻译（每题10分）。Byunderstandinghownon-verbalcommunicationworks,anegotiatormustbeabletounderstandtheinformationtheotherparticipantsaregivingoutnon-verbally.A．通过理解非语言性交际如何起作用，谈判者一定能够理解其他参与者透露的非语言性信息。2.Lookthepersonintheeyewithhonestyandrespect.B．诚实而尊敬地注视这个人。3.Ifpossible,itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.B.如果有可能，让谈判双方花时间一起处于谈判室以外的舒适氛围，可能会有帮助的。4.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.C．这是因为无论谁控制了谈判的开始，谁往往就能掌控谈判的结果。5.Thenegotiationtablecanbeloadedwithagendas,egosandemotionsA．谈判桌承载着议事日程，自我意识和各种情绪。一、选择填空题1、—Couldyoubesokindastoturndownthatrock“n”roll?I'mpreparingfortomorrow'smeetingreport.—______________.答：Sure.Sorrytodisturbyou2、—I'llalsothrowinthediscountof10%onyourupfrontdeposit.Whatdoyouthinkaboutthissuggestion?—______________.答：Ok,Ithinkwe'vebothhavedoneourbestforthis3、Toattractinvestors,thegovernmenthas_____itstaxandlaborlaws.答：adjusted4、Inbusiness，whateveryoudo,donot____illegalbenefit.答：chase5、Atthesametime,thenegotiatorkeepsthingssecret____wouldlimithis/herabilitytonegotiate.答：that—Okaythen,sotoconfirm:a6%discountbutyoupayalltheshippingandinstallationcosts.—____________.I'llcallyoutomorrow.答：Thatsoundsallright—Hello,thisisLucasBowen.I'dliketoordersomemachines.—___________.Whendoyouneedthem?答：NoproblemTheirskilland____hasgotthemonthesalesteam.答：enthusiasmWhentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答：gets______hasgoodreputationwillsoonerorlaterbesuccessfulinhisbusiness.答：WhoeverThatmightbeacceptable______youhandletheinsurancefees.答：ifAlthoughhehassoughttofindapeaceful_____,heisfacingmorepressurefromhisbusinessrivals.答：solutionWhentherestoftheroom______emotional,staycoolanduselogictonegotiateandclose.答：gets—I'llbeawayonabusinesstrip.Wouldyoumindsigningformyexpressdelivery?—________________.答：I'dbehappytoTheywantedto______adiscussiononeconomics.答：initiate二、阅读理解/翻译/完形填空TheGoldenRulesofNegotiatingTheartofnegotiatingisadifficultskillformostofus,evengoodsalespeople.Herearethreegoldenrulesforyoutofollow:1.AlwaysStarttheNegotiations.Youmustinitiatetheprocess.Thisisbecausewhoevercontrolsthestartofthenegotiationstendstocontrolwheretheyend.Ifyoulettheotherpartystartnegotiations,youwillbeconstantlygivingupcontrol,oftenwithoutevenrealizingit.Forinstance,whenyouasksomeonewhathisprojectbudgetis,youareallowinghimtostartthenegotiations.Youwillthenspendyourtimechasinghisnumberratherthanfindingthebestsolution.So,neverlettheotherpartycontrolthenegotiations.2.AlwaysNegotiateinWriting.Thepurposeofnegotiationsistoarriveataformalwrittenagreement,nottellastoryorspendtimetalking.Fromthefirstmomentyoubeginaproposal,youshouldcreateadocumentandtakeittotheclient.Itwillincludeallthepointsofagreementandbecomerealtotheprospectivecustomer.Negotiatingfirstandthenhavingtocreateadocumentaddsunnecessarytimetoatransaction.Butifyoubuildyourwrittenagreementasyounegotiate,youarepreparedtoaskforasignaturethemomentthedecisiontobuyismade.3.AlwaysStayCool.Thenegotiationtablecanbeloadedwithagendas,egosandemotions.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomesinsanelyinvestedinpersonalagendasanduselessemotions.Crying,gettingangryandblowingoffsteammaymakeyoufeelgood,butsuchbehaviorwillnotbenefityouwhilenegotiating.Whentherestoftheroomgetsemotional,staycoolanduselogictonegotiateandclose.1.Ifyoulettheotherpartystartnegotiations,youwillbecompletelygraspthecontrol,oftenwithoutevenrealizingit.F2.So,neverletbothpartiescontrolthenegotiations.F3.Negotiatingfirstandthenhavingtocreateadocumentdoesn’tneednecessarytimetoatransaction.T4.Greatnegotiatorsknowhowtostaycool,providingleadershipandsolutions,whiletherestoftheroombecomeswildorhelplessduringthenegotiation.T5.Whentherestoftheroomgetsoutofcontrol,staycoolanduselogictonegotiateandclose.FAnotherexampleisreadingnon-verbalcommunication.（Beingableto）readthenon-verbalcommunicationofanotherpersoncanbeagreatassetinthecommunicationprocess.Bybeingaware（of）differentsignsandexpressions（that）apersongivesverballyandnon-verbally,anegotiatorcanadjusthis/herapproachandthenegotiationcangosmoothly.If（possible）,itmaybehelpfulfornegotiationpartnerstospendtimetogetherinacomfortableatmosphereoutsideofthenegotiationroom.Beingfamiliarwithanotherpersonhelpsyouto（sense）thedifferencesbetweenverbalandnon-verbalcommunicationwithinthenegotiationatmosphere.Emotionsplayanimportantpartinthenegotiationprocess,althoughitisonlyinrecentyearsthattheireffectisbeingstudied.Emotionshavethepotentialtoplayeitherapositiveornegativeroleinnegotiation.Duringnegotiations,thedecisionastowhetherornottosettlerestsinpartonemotionalfactors.Negativeemotionscan