山东大学网络教育统考英语模拟题

第一篇：山东大学网络教育统考英语模拟题

大学英语（B）模拟试卷

第一部分：交际用语（共5小题；每小题3分，满分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：阅读理解（共10小题；每小题2分，满分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（大麦）and rye（黑麦）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：词汇与结构（共5小题；每小题2分，满分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小题；每小题3分，满分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（牵狗的皮带）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：英译汉（满分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：写作（满分10分）

要求在30分钟内，根据下面所给的题目和中文提纲用英语写出一篇不少于80词的短文。工作申请

1．写明申请的职位。2．

陈述你的相关学习、工作经历。3．

联系方法。大学英语（B）模拟试卷参考答案

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.我将在一周内读完这本书。27.在过马路之前，你应该向四周看看。

28．汤姆的父亲从北京大学毕业后就一直在这里教英语。29．请把这本书给最先来的人。30．尽管已经很晚了，他们还在继续工作。31.这里的苹果喜欢水和阳光。

第二篇：山东大学网络教育期末英语模拟题四

模拟题 四

第一部分：交际用语

此部分共有5个未完成的对话，针对每个对话是未完成的部分有4个选项，请从A、B、C、D四个选项中选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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：阅读理解

此部分共有2篇短文，每篇短文后有5个问题。请从每个问题后的A、B、C、D四个选项中，选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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（贸易逆差）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.词汇与结构

此部分共有5个未完成的句子，针对每个句子中未完成的部分有4个选项，请从A、B、C、D四个选项中选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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个未完成的句子，针对每个句子中空缺部分有4个选项，请从A、B、C、D四个选项中，选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑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：英译汉 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

请在15分钟内把下列3句英文翻译成中文，把答案写在答题纸上。

1.It’s not easy to keep in touch with friends when they’re far away.和你在远地的朋友保持联系是比较困难的。

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

你是惟一一个能帮助我解决这个问题的人。

3.If the doctor had not told me to go on a diet, I could have eaten as much again.如果医生没有告诉我去减肥，我就能和以前吃的一样多。

第五部分：写作

要求在30分钟内，根据下面所给的题目和中文提纲用英语写出一篇不少于80词的短文。Benefits of Reading

1.阅读有很多好处，如：增长知识，开阔眼界等

2.应如何进行阅读

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：山东大学网络教育英语标准答案模拟题一

模拟题一 第一部分：交际用语

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：阅读理解 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：英译汉请在15分钟内把下列3句英文翻译成中文，把答案写在答题纸上。1.Do you know the man lying under the apple tree? 你认识躺在苹果树下的人吗？

2.You will have to buy some reference books when you go to college.上大学时你就要买一些参考书。

3.More and more paper is being consumed nowadays.如今纸张用量越来越大。第五部分：写作

你给以前的同学写一封电子邮件，信里主要包括以下内容：

1.了解对方毕业后的情况

2.你的近况

3.邀请对方方便时来访

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：山东大学网络教育《服务营销》模拟题答案

专科市场营销第四学期《服务营销》 《服务市场营销》模拟题（1）

一、名词解释

1．服务期望：顾客对服务的期望，是指顾客心目中服务应达到和可达到的水平。

2．公司导向的服务标准：即服务企业按照顾客期望或要求指定的服务标准，而不是公司导向的服务标准。

3．服务蓝图：是指准确的描述服务系统和便于系统参与人员客观的理解、操作的示意图。

二、简单回答

1．服务有哪些基本特征？

答：①服务的无形性②服务端不可分性③服务的异质性④服务的易逝性 2．影响顾客感知的因素有哪些？

答：①可靠性②反应性三保证性④移情性⑤有形行 3．服务人员在服务中的重要性有哪些？

答：包括服务技能营销、服务专业化营销和服务内容营销等。

①服务技能在整个服务营销中的作用，主要有增强服务的神秘性、促进服务的品牌营销、支持承诺营销、促进差异化营销和获得技能溢价等。②服务专业化营销的作用主要有服务规范化营销、促进服务品牌、增强服务质量的保证性和促进内部营销。③服务内容营销主要作用是促进外部营销。除此以外内部营销还有增强服务技巧、增强服务形象、支撑服务承诺、促进文化营销、促进服务创新的作用，其中核心是发挥人员在营销中的作用。

三、论述题

1．结合实际论述服务机构在供不应求时如何调节需求。

答：供不应求时的供给调节策略，只要是提高最优服务供给能力，使之接近服务需求。由于服务供给能力决定于服务资源及运作管理，因此，服务供给的调节实际上就是服务资源的有效安排及管理，具体的可以有以下策略。

（1）服务时间的调节。一是增加或延长服务时间，以满足服务需求。（2）服务地点的调节。服务地点是一个空间问题，而空间与时间是可以相互替换的，服务地点的调节可以看做服务时间调节的一种替代。（3）增加员工。若服务人员不是限制供给能力的瓶颈，服务机构可以

用增加员工的办法克服瓶颈因素，提高供给能力。（4）采用自动化服务人员服务工具、服务设施。服务机构，可采用自动化服务工具、服务设施替代服务人员和增加供给能力。（5）增加服务工具和服务设施。在服务工具和设施是导致生产瓶颈的服务机构，增加服务工具和设施是提高服务供给能力的关键。（6）提高服务效率。提高服务效率等于增加服务供给能力。

2．结合实际论述服务机构如何切实履行服务承诺。

答：服务承诺是指服务商通过广告、海报、展示、营业推广、人员推销和公共宣传等沟通方式向顾客预示服务质量或服务效果，并对服务质量或服务效果做出一定的保证。服务商不但要敢于和善于提出服务承诺，而且要切实的和有效的履行服务承诺。服务承诺与（实物）产品承诺不同，产品承诺是关于物的承诺，二服务承诺是关于人的承诺，其中包括一线人员、二线人员和顾客3类人。物是“死”的，是听话的，产品承诺的履行比较容易。而人是活的，不一定是听话的，服务承诺的履行比较困难。在服务过程中，上述3类人的行为都可能偏离服务承诺的内容，从而影响服务承诺的履行。因此，服务商在履行服务承诺的过程中，应加强与这3类人的协调。①服务承诺的履行需要加强于一线人员的协调。因为服务商是承诺者，一线人员是承诺的履行者，承诺者于履行者之间缺乏沟通和协调，就容易造成服务实绩与服务承诺之间的脱节。②服务承诺的履行，需要加强二线人员的配合。二线人员较少直接接触顾客，对顾客的期望和要求以及与之相关的服务承诺了解得不如一线人员多，这可能影响他们在服务过程中履行服务承诺的责任心。③服务承诺的履行，还需要顾客的配合。顾客不配合，服务商的承诺效果就难以达到，服务承诺就难以履行。

《服务市场营销》模拟题2

一、名词解释

1．理想服务：也可称“欲求服务”，是指顾客心目中向往和渴望追求的较高水平的服务。

2．顾客导向的服务标准：也称顾客界定的服务标准，是指服务机构按照顾客期望或要求而

制定的服务标准。

3．顾客组合：是指多个同时参与某项服务的不同顾客之间的成分关系。

二、简单回答

1．服务业有哪些基本作用？

答：服务业在中国经济和社会的发展中发挥着越来越重要的作用。中国的经济改革、经济增长和社会发展都离不开服务业的发展。重要表现为：

发展服务业有利于改革国有企业、培育各类市场、建立社会保障制度和转换政府机构的职能，实现经济改革的目标。

发展服务业有利于增加生产要素投入和提高要素生产率，促进经济的增长。

发展服务业有利于提高社会生活质量、社会精神文明程度和社会控制程度，促进社会发展，达到社会协调发展和最大限度地满足人的需要的目标。

2．顾客对服务质量的感知有那些层面？

答：①可靠性②反应性③保证性④移情性⑤有形性 3．服务创新的基本步骤有哪些？

答：服务创新一般步骤是：（1）了解服务理念；（2）建立服务创新战略；（3）产生新服务的构想；（4）定义和评估新服务；（5）新服务的商业性分析；（6）新服务蓝图的设计；（7）新服务的市场试销；（8）新服务的市场导入。

三、论述题

1．结合实际论述服务产品的无形性对服务营销带来的机会和挑战。

答：服务产品是一种行为或活动，是非实体的、无形的、抽象的和不发生所有权转移的活动。服务产品的无形性对服务营销活动的影响即有不利之处，又有有利之处。

服务产品的无形性对服务营销的不利影响主要表现在：（1）服务产品不容易被识别；（2）服务质量较难考核和控制，因为缺乏有形依据；（3）“有形的服务”常常会遮蔽质量问题和“庇护”服务人员的行为过失；（4）服务投诉或纠纷较难处理，也因为缺乏有形依据；（5）服务广告、服务展览比较难做；（6）新的服务产品难于测试。

服务产品的无形性对服务营销的有利影响主要表现在：（1）作为无形产品的服务，顾客

看不见、摸不着，但能感觉到和享受到，这是一种服务产品特有而实物产品没有的，多少带有“神秘感”的吸引力，这种天然的吸引力对服务营销是有利的；（2）“无形”背后的实质是服务行为，包括服务的熟巧、技能、技艺、技术、知识、文化乃至信息等，这些具有抽象美的东西，正是服务吸引力的来源，因此服务营销可以更多地依靠人的行为加以发展。

2．结合实际论述服务机构在供过于求时如何调节服务需求。

答：服务供过于求，是指服务需求低于服务机构的最优服务供给能力。服务供过于求时的需求调节策略，主要是采取市场营销手段刺激需求，具体可以有以下策略：

服务创新：服务创新可以刺激服务需求。开展广告、促销。

降价和提供优惠。刺激需求最有力的手段之一是降价

开展多功能服务。多功能服务对顾客需求也有较强的刺激作用。开展多功能服务可以在同样的时间内使顾客享受更多的服务，满足更多的需求，这就等于顾客需求的增加，而服务机构最优供给能力发挥的程度也可以提高。

开展一揽子服务。一揽子服务是指配套而全面的多功能服务，它比一般的多功能服务具有更强的需求刺激作用。

《服务市场营销》模拟题3

一、名词解释

1．合格服务：是指顾客能接受但要求较一般、甚至较低的服务。

2．服务标准：是服务质量标准的简称，是指服务机构用以指导和管理服务行为的规范。

3．服务定位：作为一个名词，是指一家服务机构提供的服务在顾客心目中的特殊印象或特色。而作为一个动词，是指一家服务机构对自己在顾客心目中的服务特色进行设计或塑造。服务定位的实质是一种服务差异化和特色化战略，即服务机构通过服务定位建立与竞争对手不同的服务特色。

二、简单回答

1．服务产品有哪些基本特征？

答：服务产品具有区别于实物产品的4个特点：（1）无形性；（2）不可分性；（3）易变性；（4）不可储存性。它们对服务营销的影响既有不利之处，又有有利之处。

2．服务接触有哪些技巧？ 答：主要表现在：

（1）、复原性。服务机构在与顾客接触中难免有过错。

（2）、适应性。服务机构在与顾客的接触中如能重视和适应顾客个性化的，特殊的需要，那么就容易使顾客获得愉悦的感知。

（3）、自发性。服务人员在与顾客的接触中如能积极的、创造的提供某些“额外”服务，或满足顾客某种潜在的不好意思开口的需要，那么会使顾客获得非常愉悦的感知。

（4）接触问题顾客。服务机构或服务人员要处理好问题顾客并使他们获得良好的感知，一是要提高警惕，要认识到顾客不是个个都愿意配合、愿意合作的。一但遇到问题要冷静，要耐心说服。

3．服务创新有哪些基本类型？

答：服务创新的类型，按创新程度的高低分，有全新型服务创新、替代型服务创新、延伸型服务创新、拓展型服务创新、改进型服务创新和包装型服务创新等。

三、论述分析 1．结合实际论述服务机构在供不应求时如何调节服务供给。

答：供不应求时的供给调节策略，只要是提高最优服务供给能力，使之接近服务需求。由于服务供给能力决定于服务资源及运作管理，因此，服务供给的调节实际上就是服务资源的有效安排及管理，具体的可以有以下策略。

（1）服务时间的调节。一是增加或延长服务时间，以满足服务需求。（2）服务地点的调节。服务地点是一个空间问题，而空间与时间是可以相互替换的，服务地点的调节可以看做服务时间调节的一种替代。（3）增加员工。若服务人员不是限制供给能力的瓶颈，服务机构可以用增加员工的办法克服瓶颈因素，提高供给能力。（4）采用自动化服务人员服务工具、服务设施。服务机构，可采用自动化服务工具、服务设施替代服务人员和增加供给能力。（5）增加服务工具和服务设施。在服务工具和设施是导致生产瓶颈的服务机构，增加服务工具和设施是提高服务供给能力的关键。（6）提高服务效率。提高服务效率等于增加服务供给能力。

2．结合实际论述服务承诺的重要性。

答：服务承诺作为服务的核心内容，对影响顾客的感知和期望，对引导服务人员的服务行为和贯彻执行服务标准都有重要意义。具体的说：（1）服务承诺是影响服务期望的一个关键因素；（2）服务承诺有利于降低顾客的认知风险；（3）服务承诺有利于树立顾客导向的服务理念；（4）服务承诺有利于顾客监督；（5）服务承诺有利于内部营销。

第五篇：标准答案山东大学_网络教育(专升本)第二学期_英语_模拟题三

模拟题三

第一部分：交际用语

此部分共有5个未完成的对话，针对每个对话有4个选项，请从A、B、C、D四个选项中选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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：阅读理解

此部分共有2篇短文，每篇短文后有5个问题。请从每个问题后的A、B、C、D四个选项中，选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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.词汇与结构

此部分共有5个未完成的句子，针对每个句子中未完成的部分有4个选项，请从A、B、C、D四个选项中选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。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个未完成的句子，针对每个句子中空缺部分有4个选项，请从A、B、C、D四个选项中，选出可以填入空白处的最佳选项，并用铅笔将答题卡上的相应字母涂黑。

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：英译汉

请在15分钟内把下列3句英文翻译成中文，把答案写在答题纸上。

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时候，他开始想成为一个作家。

2.As a sailing ship has a destination, so we must have a definite goal in our life.作为一个帆船的目的地，所以我们必须有一个明确的目标在我们生活中。3.She was so lost in studying that she forgot to have dinner.她学习太专心了，就连吃饭也忘记了。第五部分：写作

要求在30分钟内，根据下面所给的题目和中文提纲用英语写出一篇不少于80词的短文。

Continuing Education

1． 当今时代，很多人都会选择继续深造来提升自己的知识水平以跟上时代的发展 2． 作为年轻人，我应该怎么办

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.