單項(xiàng)選擇題
1、根據(jù)下面資料，回答題
Speaking Your Customers' Language
Modern international trading practices are highlighting the growing importance of language training.
Modern-day business really does transcenD national barriers．Thanks to sophisticateD IT anD communications systems, businesses can now market their products on A．truly global scale．The worlD is indisputably becoming A．smaller place, as service anD manufacturing companies search the international marketplace for new suppliers anD clients．Businesses must, however, be aware that once they expanD the areA．in which they operate, they face increaseD competition．The standarD anD quality of their goods become increasingly important in keeping up with competitors．But most of all, it is the service element accompanying the goods which is crucial to A．company's success in A．particular market．This new philosophy has leD to many companies, some of which have even offereD products of A．lesser quality, gaining success overseas.
Although globalization may, in some senses, have brought national economies closer together, societies arounD the worlD still have radically different expectations, processes anD standards．These are not A．function of economiC．change, but are more deep-rooteD anD difficult to alter．They can be A．major problem for businesses expanding abroad, with the greatest obstacle of all being the language barrier．If you have to deal with clients, suppliers anD distributors in A．range of countries, you will not only neeD the skills to communicate with them, you will also neeD to reconcile any national biases you have with the diverse ways of doing business that exist arounD the globe.
The value of effective communication is not to be underestimated．New technology such as video-conferencing anD email has playeD A．part in making the communication process easier anD it may also be possible that the introduction of language interpretation software will help with some global communications problems．But, of course, it is the human element of the communication process that is so vital in business, especially in negotiations, presentations anD team-building．It is essential for managers to meet regularly with staff, customers anD partners, so that issues can be discussed, messages communicateD anD feedback obtained．The value of well-organizeD language training is immense, anD can bring benefits to all levels anD departments within A．multinational organization．Unfortunately, however, many organizations have A．very narrow view when it comes to training of any kind．Often, an urgent requirement has to be identifieD before training is authorized．Then, A．training company is employeD or A．programme is developeD in-house, the team is trained, anD that is seen as the enD of the matter．However, the fact remains that training programmes are effective only if they are relevant to A．company's broader, long-term needs．They shoulD be regardeD as an investment rather than A．cost.
Changes in expectations anD attitudes are certain to continue for companies that trade globally．Although such companies are not yet faceD with their international partners anD clients demanding that business be conducteD in their mother tongue, they realize that overseas competition is increasingly fast．If these companies want to continue to achieve success on the international trading circuit, they must be prepareD to adapt to situations anD speak the local language．If not, someone else will.
According to the first paragraph, improveD communications have enableD companies to_______
A．offer A．wider variety of products anD services
B．expanD beyonD their domestiC．markets
C．perform better than their international competitors
D．open more manufacturing facilities abroad
2、根據(jù)下面資料，回答題
Evaluating the Performance of the Board
Few employees escape the annual or twice-yearly performance review．(0) G The answer is not A．great number．AnD the smaller the company, the fewer checks there are on how well the directors are doing．Some of the largest companies formally assess the performance of their board, but very few new or growing companies have manageD to get rounD to establishing any such procedure.
Many business experts believe, however, that it is important for all companies to review
the performance of the board．(8)....．Another reason is that the boarD itself needs information on how well it is doing, just as much as other employees do．For the chief executive, appraisal of some sort is absolutely essential for his or her own sake anD for the gooD of the company．Indeed, many of those who have reacheD this level remark on how lonely the joB．of chief executive is anD how few opportunities they get to discuss issues relating to it.
There is some evidence to show that once smaller companies put A．boarD appraisal process in place, they finD this process relatively easy to operate．(9)....． Their counterparts in larger organizations, however, are often afraiD that appraisals coulD be A．challenge to their status.
So, how shoulD companies assess their board? (10).....At A．very basiC．level, this coulD simply mean getting all the directors to write down what they have achieveD anD how they can improve on it．At the other enD of the scale is the full "360-degree" appraisal．Here, each director is appraiseD in A．systematiC．manner by A．combination of the chairman anD fellow directors.
In the largest companies there are many methods for assessing the board．A．number of such companies have self-assessment schemes．The chairman may meet each boarD member individually to ask how things are going, in A．fairly informal way．The whole boarD might also meet to talk about its progress in open session．(11).....These might ask for people's opinions on the board's main tasks or on how well the committees are working.
Research indicates there has been some improvement in the way the appraisal of boarD members is conducted．(12)......The chairman will have been involveD directly or indirectly in the appraisal of all members of the board．Whose joB．is it, then, to appraise the chairman?
A．It is often the case that the directors of such companies are even happy to receive criticism, as this can prevent them from making basiC．mistakes.
B．The rest of the workforce sees it as unfair if the directors are the only members of thecompany to escape appraisal.
C．These are encouraging as they put A．limit on the power of the chairman to assess fellow directors.
D ．Alternatively, questionnaires might be distributeD to directors, forming the basis for future discussion.
E．One issue remains, however, when all the others have been dealt with．
F．It is generally agreeD that it is the chairman's responsibility to ensure the regular appraisal of each member of the board.
G．However, one wonders how many companies have in place A．formal appraisal process for their boarD of directors.
（8）應(yīng)選
3、根據(jù)下面資料，回答題
The Bank with Ideas
With several hundreD years of history behind it, the APL Bank has few problems in (0)....B......businesses that it is A reputable anD secure (19)......of A．range of banking services．Now, it is demonstrating to business customers that it is flexible anD responsive enough .to(20) ......their changing needs in the 21st century.
BaseD in London, APL offers banking services to businesses throughout the UK viA．its branch (21)......Most customer service provision is (22).....out by personal account managers baseD in local branches, together with (23).....staff at company headquarters．An important (24).....． for APL has been to make it easy for customers to (25)......business with the bank．They can contact their account manager by direct line or email; if the manager is on holiday, A．carefully chosen colleague becomes the "account contact" and(26).....． with the customer during the manager's (27).....． In addition, for those who want (28).....to their bank at any time of day or night there is now A．24-hour phone-baseD service.
In order to remain competitive anD builD customer loyalty, the bank guarantees to turn arounD urgent loan (29).....． within 24 hours．This focus on the customer has also been A．driving(30)....． in APL's recruitment anD development policy．For example, newly inducteD staff(31)......A．"customer service review" to finD out what it is like to be on the other side of the desk, asking to borrow money．Together, these (32)......in banking have achieveD excellent results．The customer(33).....．is growing fast, anD last year the bank gaineD 36,000 new business accounts.
（19）選
A．producer
B．supplier
C．provider
D．giver
4、根據(jù)下面內(nèi)容，回答題
Evaluating the Performance of the Board
Few employees escape the annual or twice-yearly performance review．(0) ...G ... The answer is not a great number．And the smaller the company, the fewer checks there are on how well the directors are doing．Some of the largest companies formally assess the performance of their board, but very few new or growing companies have managed to get round to establishing any such procedure.
Many business experts believe, however, that it is important for all companies to review
the performance of the board．(8)....．Another reason is that the board itself needs information on how well it is doing, just as much as other employees do．For the chief executive, appraisal of some sort is absolutely essential for his or her own sake and for the good of the company．Indeed, many of those who have reached this level remark on how lonely the job of chief executive is and how few opportunities they get to discuss issues relating to it.
There is some evidence to show that once smaller companies put a board appraisal process in place, they find this process relatively easy to operate．(9)....． Their counterparts in larger organizations, however, are often afraid that appraisals could be a challenge to their status.
So, how should companies assess their board? (10).....At a very basic level, this could simply mean getting all the directors to write down what they have achieved and how they can improve on it．At the other end of the scale is the full "360-degree" appraisal．Here, each director is appraised in a systematic manner by a combination of the chairman and fellow directors.
In the largest companies there are many methods for assessing the board．A number of such companies have self-assessment schemes．The chairman may meet each board member individually to ask how things are going, in a fairly informal way．The whole board might also meet to talk about its progress in open session．(11).....These might ask for people's opinions on the board's main tasks or on how well the committees are working.
Research indicates there has been some improvement in the way the appraisal of board members is conducted．(12)......The chairman will have been involved directly or indirectly in the appraisal of all members of the board．Whose job is it, then, to appraise the chairman?
A.It is often the case that the directors of such companies are even happy to receive criticism, as this can prevent them from making basic mistakes.
B.The rest of the workforce sees it as unfair if the directors are the only members of thecompany to escape appraisal.
C.These are encouraging as they put a limit on the power of the chairman to assess fellow directors.
D.Alternatively, questionnaires might be distributed to directors, forming the basis for future discussion.
E.One issue remains, however, when all the others have been dealt with．
F.It is generally agreed that it is the chairman's responsibility to ensure the regular appraisal of each member of the board.
G.However, one wonders how many companies have in place a formal appraisal process for their board of directors.
（8）應(yīng)選
5、根據(jù)下面內(nèi)容，回答題：
But now all this has changed，thanks to Rowena Baker，who became Smithson’s first woman Chief Executive three years ago．Since then，while most major retailers in Britain have been losing money，Smithson’s profits have been rising steadily．When Baker started，a lot of improvements had just been made to the buildin9，without having any effect on sales， and she took the bold decision to invite one of Europe’s most exciting interior designers to develop the fashion area，the heart of the store．This very quickly led to rising sales，even before the goods on display were changed．And as sales grew，so did profits．
Baker had ambitious plans for the store frOm the start．“We’re playing a big game，to prove we’re up there with the leaders in our sector，and we have to make sure people get that message．Smithson’s had fallen behind the competition．It provided a traditional service targeted at middle—aged，middle—income customers，wh0’d been shopping there for years， and the customer base was gradually contractin9．Our idea is to sell such an exciting variety of goods that everyone will want to come in，whether they plan to spend a little or a lot．”Baker’s vision for the store is clear,but achieving it is far from simple．At first，many employees resisted her improvements because they just wouldn’t be persuaded that there was anything wrong with the way they’d always done things，even if they accepted that the store had to overtake its competitors．It took many long meetings，involving the entire workforce，to win their support。It helped when they realised that Baker was a very different kind of manager from the ones they had known．
Baker’s staff policies contained more surprises．The unifbrm that had hardly changed since day one has now disappeared．Moreover，teenagers now get young shop assistants，and staff in the spots departments are themselves sports fans in trainers．As Baker explains，“How can you sell jeans if you’re wearing a black suit?Smithson’s has a new identity，and this needs to be made clear to the customers．”She’s also given every sales assistant responsibility for ensuring customer satisfaction，even if it means occasionally breaking company rules in the hope that this will help company profits．Rowena Baker is proving successful，but the City’s big investors haven’t been persuaded． According to retail analyst，John Matthews，“Money had already been invested in
refurbishment of the store and in fact that led to the boost in sales. She took the credit, but hadn't done anything to achieve it. And in my view the company's shareholders are not convinced. The fact is that unless she opens several more stores pretty soon, Smithson's profits will start to fall because turnover of the existing store will inevitably start to decline."
According to the writer, in the mid-1990s Smithson's department store_______
A． was making a loss
B． had a problem keeping staff
C． was unhappy with its advertising agency
D． mostly sold goods under the Smithson's name
填空題
6、根據(jù)下面資料，回答題
Customer Behaviour
0 The consumer is the focus of all retail business anD it is important to appreciate how
O0 consumers are influenceD in their buying decisions．Most of consumers, before making a
34 purchase, gather information anD evaluate with the alternatives, but the extent to which
35 they look for information depends on the type of purchase．For example, in the case of
36 routine grocery purchases most consumers responD to automatically．However, for
37 purchases where the risk of making the wrong decision is greater, like buying A．new
38 car, so the search for information is more important．The decision to purchase is never a
39 single decision but A．number of these separate decisions, anD at any time during this
40 process, consumers can change their minds about anD choose an alternative route．For
41 example, although A．consumer may have decideD where to buy A．product only to realize
42 at the last moment that this is, in fact, having the wrong choice．The price in the store may
43 be too high or the staff unhelpful．On the other hand, A．lack of queues, favourable credit
44 facilities anD efficient staff all leaD to A．too positive impression, so retailers should
45 remember how difficulties in these areas that can affect A．sale or even lose A．customer permanently.
34__________
7、根據(jù)下面內(nèi)容，回答題
00 0f people．The purpose of research can vary from discovering the popularity of a political
34 party to assessing whether is a product needs changing or replacing．Most work in
35 consumer research involves interviewers employed by market research agencies，but
36 certain industrial and social research is carried out by any specialist agencies．Interviews
37 may be with individuals or groups and can last anything as from a few minutes to an hour
38 0r more．In some interviews，people may be asked to examine or try out products before
39 giving up their opinion．Successful interviewers tend to like meeting people and should
40 not only be shy of addressing strangers．Interviewers are usually expecled to work
41 unsupervised，organizing their own workload．Self-discipline is absolutely essential，and
42 as are motivation and enemy．There are no specific age limits for such a work，though
43 many agencies prefer to employ older applicants with experience of meeting people。
44 Market research agencies which frequently organize training，where trainees learn how
45 to recognize socio-economic groups and practice approaching to the public。
34__________
8、
You asked for a brief report concerning the recent events at the Southford Plant.
We have consulted the files and spoken to relevant members of the higher management and thus are able to provide an explanation for the breakdown reported in the press on 17 May of this year.
____1____ The handling equipment used to deliver the components to the assembly line has been known to be in need of an overhaul for the past six months. The plant has been working to full capacity to finish the American orders according to schedule.
As you know, we had commissioned a study by Industrial Research Consultants. ____2____ In it they warned that there was not enough space available to store sufficient components ____3____
We had decided to install fully automated robot system. However, at the same time it was clear to our production director that given the present maintenance staff, we would not have sufficient staff available if big problems were to arise____4____But we were still only working a two-shift system so the machines were not getting the necessary cover.
We all agree that the breakdown was extremely unfortunate and yet we must admit that, under the circumstance, it was not entirely unexpected.
We now believe that we have managed to sort out the major problems which we had been having with the conveyor equipment ____5____ Added to this is the fact that personnel department has been successful in recruiting some highly qualified maintenance staff who makes us confident that a repetition of the 16 May now seems entirely unlikely.
A. They also recommended expanding the present two-shift system to a three-shift one.
B. And also when the new robots are installed in September, we feel certain that such problems will become a thing of the past.
C. Unfortunately, as you know, there has been a major problem with recognizing the maintenance schedule.
D. The wide range of machine we operate is not fully supervised at all times.
E. The cause of the breakdown was very simple.
F. They submitted their report on April 5.
G. There have been a number of delays and breakdowns in production recently which have been reported in the press.
H. The firm has been advertising for maintenance engineers for some weeks.
I. All the facilities in the plant will be coordinated to enable the workers to step up production of the new range of machines.
9、
Questions 8-12
·Read this proposal about the CPT Word Processor.
·Choose the best sentence from the list A-I to fill each of the blanks.
·For each blank (8-12) mark one letter (A-I) on your Answer Sheet.
·De not mark any letter twice.
·One answer has been given as an example.
15 June 1993
Ms. Martha Weston
Word Processing Supervisor
ABC Company
Post Office Box 1072
28 King’s Street London
Dear Ms. Weston,
Performance of the CPT Equipment
I’m Pleased to tell you about our experience with the CPT Word Processor as you requested recently____example____ I assume you have looked at several machines and have narrowed down your choices.
Here are my observations.
An approach to adopting word processors
Eighteen months ago we adopted CPT equipment on limited scale with the idea in mind that we could gradually get rid of electric typewriters as we became familiar with the word processor. ____8____ The stations are actually in pairs so each pair can share a common printer ____9____
We use the equipment as dedicated word processors, although we do have the ability to link up with our computer installation.
The step-at-a-time development of our word-processing center has, we think, saved us money and training time. ____10____
Performance
In terms of performance, the CPT equipment is excellent. ____11____ Moreover our service contract and warranty have covered all maintenance costs.
We have software packages that check spelling and signal when a mistake occurs. ____12____ Using both printers, we recently prepared 1200 individually typed form letter mailings a under four hours. We have no complaint about our preparation of executive reports.
Example: I
A. So it works very well and has so many different functions.
B. Also it has reduced the confusion that exists about buying software packages.
C. The train stops at each station for only fifteen minutes.
D. We began with two work stations and now have four.
E. Our routine letters are prepared from disc-stored masters.
F. The Rotary W printer with a speed of 45 characters a second can easily handle two input stations.
G. In contrast, its size and weight are ideal for carrying.
H. We have not yet experienced mechanical problems so far.
I. We are pleased with its performance and multi-functions.
簡(jiǎn)答題
10、Part One
You are a manager in a company which manufactures office furniture. Next month you are going to London to discuss an important contract.
Write a note of 30-40 words to your assistant:
1. saying when you want to leave and return
2. asking him to book flights
3. telling him which hotel to book
Part Two
You recently attended a one-day training course on health and safety. You were disappointed with the course.
Read the advertisement below, which gives the details of the course. You have written some notes on the advertisement.
Then using your handwritten notes, write a letter to the company, complaining about the course.
Do not include postal address.
Write 100-120 words.
Write on your answer sheet.
1、根據(jù)下面資料，回答題
Speaking Your Customers' Language
Modern international trading practices are highlighting the growing importance of language training.
Modern-day business really does transcenD national barriers．Thanks to sophisticateD IT anD communications systems, businesses can now market their products on A．truly global scale．The worlD is indisputably becoming A．smaller place, as service anD manufacturing companies search the international marketplace for new suppliers anD clients．Businesses must, however, be aware that once they expanD the areA．in which they operate, they face increaseD competition．The standarD anD quality of their goods become increasingly important in keeping up with competitors．But most of all, it is the service element accompanying the goods which is crucial to A．company's success in A．particular market．This new philosophy has leD to many companies, some of which have even offereD products of A．lesser quality, gaining success overseas.
Although globalization may, in some senses, have brought national economies closer together, societies arounD the worlD still have radically different expectations, processes anD standards．These are not A．function of economiC．change, but are more deep-rooteD anD difficult to alter．They can be A．major problem for businesses expanding abroad, with the greatest obstacle of all being the language barrier．If you have to deal with clients, suppliers anD distributors in A．range of countries, you will not only neeD the skills to communicate with them, you will also neeD to reconcile any national biases you have with the diverse ways of doing business that exist arounD the globe.
The value of effective communication is not to be underestimated．New technology such as video-conferencing anD email has playeD A．part in making the communication process easier anD it may also be possible that the introduction of language interpretation software will help with some global communications problems．But, of course, it is the human element of the communication process that is so vital in business, especially in negotiations, presentations anD team-building．It is essential for managers to meet regularly with staff, customers anD partners, so that issues can be discussed, messages communicateD anD feedback obtained．The value of well-organizeD language training is immense, anD can bring benefits to all levels anD departments within A．multinational organization．Unfortunately, however, many organizations have A．very narrow view when it comes to training of any kind．Often, an urgent requirement has to be identifieD before training is authorized．Then, A．training company is employeD or A．programme is developeD in-house, the team is trained, anD that is seen as the enD of the matter．However, the fact remains that training programmes are effective only if they are relevant to A．company's broader, long-term needs．They shoulD be regardeD as an investment rather than A．cost.
Changes in expectations anD attitudes are certain to continue for companies that trade globally．Although such companies are not yet faceD with their international partners anD clients demanding that business be conducteD in their mother tongue, they realize that overseas competition is increasingly fast．If these companies want to continue to achieve success on the international trading circuit, they must be prepareD to adapt to situations anD speak the local language．If not, someone else will.
According to the first paragraph, improveD communications have enableD companies to_______
A．offer A．wider variety of products anD services
B．expanD beyonD their domestiC．markets
C．perform better than their international competitors
D．open more manufacturing facilities abroad
2、根據(jù)下面資料，回答題
Evaluating the Performance of the Board
Few employees escape the annual or twice-yearly performance review．(0) G The answer is not A．great number．AnD the smaller the company, the fewer checks there are on how well the directors are doing．Some of the largest companies formally assess the performance of their board, but very few new or growing companies have manageD to get rounD to establishing any such procedure.
Many business experts believe, however, that it is important for all companies to review
the performance of the board．(8)....．Another reason is that the boarD itself needs information on how well it is doing, just as much as other employees do．For the chief executive, appraisal of some sort is absolutely essential for his or her own sake anD for the gooD of the company．Indeed, many of those who have reacheD this level remark on how lonely the joB．of chief executive is anD how few opportunities they get to discuss issues relating to it.
There is some evidence to show that once smaller companies put A．boarD appraisal process in place, they finD this process relatively easy to operate．(9)....． Their counterparts in larger organizations, however, are often afraiD that appraisals coulD be A．challenge to their status.
So, how shoulD companies assess their board? (10).....At A．very basiC．level, this coulD simply mean getting all the directors to write down what they have achieveD anD how they can improve on it．At the other enD of the scale is the full "360-degree" appraisal．Here, each director is appraiseD in A．systematiC．manner by A．combination of the chairman anD fellow directors.
In the largest companies there are many methods for assessing the board．A．number of such companies have self-assessment schemes．The chairman may meet each boarD member individually to ask how things are going, in A．fairly informal way．The whole boarD might also meet to talk about its progress in open session．(11).....These might ask for people's opinions on the board's main tasks or on how well the committees are working.
Research indicates there has been some improvement in the way the appraisal of boarD members is conducted．(12)......The chairman will have been involveD directly or indirectly in the appraisal of all members of the board．Whose joB．is it, then, to appraise the chairman?
A．It is often the case that the directors of such companies are even happy to receive criticism, as this can prevent them from making basiC．mistakes.
B．The rest of the workforce sees it as unfair if the directors are the only members of thecompany to escape appraisal.
C．These are encouraging as they put A．limit on the power of the chairman to assess fellow directors.
D ．Alternatively, questionnaires might be distributeD to directors, forming the basis for future discussion.
E．One issue remains, however, when all the others have been dealt with．
F．It is generally agreeD that it is the chairman's responsibility to ensure the regular appraisal of each member of the board.
G．However, one wonders how many companies have in place A．formal appraisal process for their boarD of directors.
（8）應(yīng)選
3、根據(jù)下面資料，回答題
The Bank with Ideas
With several hundreD years of history behind it, the APL Bank has few problems in (0)....B......businesses that it is A reputable anD secure (19)......of A．range of banking services．Now, it is demonstrating to business customers that it is flexible anD responsive enough .to(20) ......their changing needs in the 21st century.
BaseD in London, APL offers banking services to businesses throughout the UK viA．its branch (21)......Most customer service provision is (22).....out by personal account managers baseD in local branches, together with (23).....staff at company headquarters．An important (24).....． for APL has been to make it easy for customers to (25)......business with the bank．They can contact their account manager by direct line or email; if the manager is on holiday, A．carefully chosen colleague becomes the "account contact" and(26).....． with the customer during the manager's (27).....． In addition, for those who want (28).....to their bank at any time of day or night there is now A．24-hour phone-baseD service.
In order to remain competitive anD builD customer loyalty, the bank guarantees to turn arounD urgent loan (29).....． within 24 hours．This focus on the customer has also been A．driving(30)....． in APL's recruitment anD development policy．For example, newly inducteD staff(31)......A．"customer service review" to finD out what it is like to be on the other side of the desk, asking to borrow money．Together, these (32)......in banking have achieveD excellent results．The customer(33).....．is growing fast, anD last year the bank gaineD 36,000 new business accounts.
（19）選
A．producer
B．supplier
C．provider
D．giver
4、根據(jù)下面內(nèi)容，回答題
Evaluating the Performance of the Board
Few employees escape the annual or twice-yearly performance review．(0) ...G ... The answer is not a great number．And the smaller the company, the fewer checks there are on how well the directors are doing．Some of the largest companies formally assess the performance of their board, but very few new or growing companies have managed to get round to establishing any such procedure.
Many business experts believe, however, that it is important for all companies to review
the performance of the board．(8)....．Another reason is that the board itself needs information on how well it is doing, just as much as other employees do．For the chief executive, appraisal of some sort is absolutely essential for his or her own sake and for the good of the company．Indeed, many of those who have reached this level remark on how lonely the job of chief executive is and how few opportunities they get to discuss issues relating to it.
There is some evidence to show that once smaller companies put a board appraisal process in place, they find this process relatively easy to operate．(9)....． Their counterparts in larger organizations, however, are often afraid that appraisals could be a challenge to their status.
So, how should companies assess their board? (10).....At a very basic level, this could simply mean getting all the directors to write down what they have achieved and how they can improve on it．At the other end of the scale is the full "360-degree" appraisal．Here, each director is appraised in a systematic manner by a combination of the chairman and fellow directors.
In the largest companies there are many methods for assessing the board．A number of such companies have self-assessment schemes．The chairman may meet each board member individually to ask how things are going, in a fairly informal way．The whole board might also meet to talk about its progress in open session．(11).....These might ask for people's opinions on the board's main tasks or on how well the committees are working.
Research indicates there has been some improvement in the way the appraisal of board members is conducted．(12)......The chairman will have been involved directly or indirectly in the appraisal of all members of the board．Whose job is it, then, to appraise the chairman?
A.It is often the case that the directors of such companies are even happy to receive criticism, as this can prevent them from making basic mistakes.
B.The rest of the workforce sees it as unfair if the directors are the only members of thecompany to escape appraisal.
C.These are encouraging as they put a limit on the power of the chairman to assess fellow directors.
D.Alternatively, questionnaires might be distributed to directors, forming the basis for future discussion.
E.One issue remains, however, when all the others have been dealt with．
F.It is generally agreed that it is the chairman's responsibility to ensure the regular appraisal of each member of the board.
G.However, one wonders how many companies have in place a formal appraisal process for their board of directors.
（8）應(yīng)選
5、根據(jù)下面內(nèi)容，回答題：
Department Store Magic
For most of the 20th century Smithson's was one of Britain's most successful department stores,but by the mid-1990s,it had become dull.Still profitable，thanks largely to a series of successful advertising campaigns，but decidedly boring．The famous were careful not to be seen there，and its sales staff didn’t seem to have changed since the store opened in l908． Worst of all，its customers were buying fewer and fewer of its own-brand products，the major part of its business，and showing a preference for more fashionable brands． But now all this has changed，thanks to Rowena Baker，who became Smithson’s first woman Chief Executive three years ago．Since then，while most major retailers in Britain have been losing money，Smithson’s profits have been rising steadily．When Baker started，a lot of improvements had just been made to the buildin9，without having any effect on sales， and she took the bold decision to invite one of Europe’s most exciting interior designers to develop the fashion area，the heart of the store．This very quickly led to rising sales，even before the goods on display were changed．And as sales grew，so did profits．
Baker had ambitious plans for the store frOm the start．“We’re playing a big game，to prove we’re up there with the leaders in our sector，and we have to make sure people get that message．Smithson’s had fallen behind the competition．It provided a traditional service targeted at middle—aged，middle—income customers，wh0’d been shopping there for years， and the customer base was gradually contractin9．Our idea is to sell such an exciting variety of goods that everyone will want to come in，whether they plan to spend a little or a lot．”Baker’s vision for the store is clear,but achieving it is far from simple．At first，many employees resisted her improvements because they just wouldn’t be persuaded that there was anything wrong with the way they’d always done things，even if they accepted that the store had to overtake its competitors．It took many long meetings，involving the entire workforce，to win their support。It helped when they realised that Baker was a very different kind of manager from the ones they had known．
Baker’s staff policies contained more surprises．The unifbrm that had hardly changed since day one has now disappeared．Moreover，teenagers now get young shop assistants，and staff in the spots departments are themselves sports fans in trainers．As Baker explains，“How can you sell jeans if you’re wearing a black suit?Smithson’s has a new identity，and this needs to be made clear to the customers．”She’s also given every sales assistant responsibility for ensuring customer satisfaction，even if it means occasionally breaking company rules in the hope that this will help company profits．Rowena Baker is proving successful，but the City’s big investors haven’t been persuaded． According to retail analyst，John Matthews，“Money had already been invested in
refurbishment of the store and in fact that led to the boost in sales. She took the credit, but hadn't done anything to achieve it. And in my view the company's shareholders are not convinced. The fact is that unless she opens several more stores pretty soon, Smithson's profits will start to fall because turnover of the existing store will inevitably start to decline."
According to the writer, in the mid-1990s Smithson's department store_______
A． was making a loss
B． had a problem keeping staff
C． was unhappy with its advertising agency
D． mostly sold goods under the Smithson's name
填空題
6、根據(jù)下面資料，回答題
Customer Behaviour
0 The consumer is the focus of all retail business anD it is important to appreciate how
O0 consumers are influenceD in their buying decisions．Most of consumers, before making a
34 purchase, gather information anD evaluate with the alternatives, but the extent to which
35 they look for information depends on the type of purchase．For example, in the case of
36 routine grocery purchases most consumers responD to automatically．However, for
37 purchases where the risk of making the wrong decision is greater, like buying A．new
38 car, so the search for information is more important．The decision to purchase is never a
39 single decision but A．number of these separate decisions, anD at any time during this
40 process, consumers can change their minds about anD choose an alternative route．For
41 example, although A．consumer may have decideD where to buy A．product only to realize
42 at the last moment that this is, in fact, having the wrong choice．The price in the store may
43 be too high or the staff unhelpful．On the other hand, A．lack of queues, favourable credit
44 facilities anD efficient staff all leaD to A．too positive impression, so retailers should
45 remember how difficulties in these areas that can affect A．sale or even lose A．customer permanently.
34__________
7、根據(jù)下面內(nèi)容，回答題
Market Research
0 Market research involves in collecting and sorting facts and opinions from specific groups 00 0f people．The purpose of research can vary from discovering the popularity of a political
34 party to assessing whether is a product needs changing or replacing．Most work in
35 consumer research involves interviewers employed by market research agencies，but
36 certain industrial and social research is carried out by any specialist agencies．Interviews
37 may be with individuals or groups and can last anything as from a few minutes to an hour
38 0r more．In some interviews，people may be asked to examine or try out products before
39 giving up their opinion．Successful interviewers tend to like meeting people and should
40 not only be shy of addressing strangers．Interviewers are usually expecled to work
41 unsupervised，organizing their own workload．Self-discipline is absolutely essential，and
42 as are motivation and enemy．There are no specific age limits for such a work，though
43 many agencies prefer to employ older applicants with experience of meeting people。
44 Market research agencies which frequently organize training，where trainees learn how
45 to recognize socio-economic groups and practice approaching to the public。
34__________
8、
1. Problems at Southford Plant
Dear MR Ballard,You asked for a brief report concerning the recent events at the Southford Plant.
We have consulted the files and spoken to relevant members of the higher management and thus are able to provide an explanation for the breakdown reported in the press on 17 May of this year.
____1____ The handling equipment used to deliver the components to the assembly line has been known to be in need of an overhaul for the past six months. The plant has been working to full capacity to finish the American orders according to schedule.
As you know, we had commissioned a study by Industrial Research Consultants. ____2____ In it they warned that there was not enough space available to store sufficient components ____3____
We had decided to install fully automated robot system. However, at the same time it was clear to our production director that given the present maintenance staff, we would not have sufficient staff available if big problems were to arise____4____But we were still only working a two-shift system so the machines were not getting the necessary cover.
We all agree that the breakdown was extremely unfortunate and yet we must admit that, under the circumstance, it was not entirely unexpected.
We now believe that we have managed to sort out the major problems which we had been having with the conveyor equipment ____5____ Added to this is the fact that personnel department has been successful in recruiting some highly qualified maintenance staff who makes us confident that a repetition of the 16 May now seems entirely unlikely.
A. They also recommended expanding the present two-shift system to a three-shift one.
B. And also when the new robots are installed in September, we feel certain that such problems will become a thing of the past.
C. Unfortunately, as you know, there has been a major problem with recognizing the maintenance schedule.
D. The wide range of machine we operate is not fully supervised at all times.
E. The cause of the breakdown was very simple.
F. They submitted their report on April 5.
G. There have been a number of delays and breakdowns in production recently which have been reported in the press.
H. The firm has been advertising for maintenance engineers for some weeks.
I. All the facilities in the plant will be coordinated to enable the workers to step up production of the new range of machines.
9、
Questions 8-12
·Read this proposal about the CPT Word Processor.
·Choose the best sentence from the list A-I to fill each of the blanks.
·For each blank (8-12) mark one letter (A-I) on your Answer Sheet.
·De not mark any letter twice.
·One answer has been given as an example.
15 June 1993
Ms. Martha Weston
Word Processing Supervisor
ABC Company
Post Office Box 1072
28 King’s Street London
Dear Ms. Weston,
Performance of the CPT Equipment
I’m Pleased to tell you about our experience with the CPT Word Processor as you requested recently____example____ I assume you have looked at several machines and have narrowed down your choices.
Here are my observations.
An approach to adopting word processors
Eighteen months ago we adopted CPT equipment on limited scale with the idea in mind that we could gradually get rid of electric typewriters as we became familiar with the word processor. ____8____ The stations are actually in pairs so each pair can share a common printer ____9____
We use the equipment as dedicated word processors, although we do have the ability to link up with our computer installation.
The step-at-a-time development of our word-processing center has, we think, saved us money and training time. ____10____
Performance
In terms of performance, the CPT equipment is excellent. ____11____ Moreover our service contract and warranty have covered all maintenance costs.
We have software packages that check spelling and signal when a mistake occurs. ____12____ Using both printers, we recently prepared 1200 individually typed form letter mailings a under four hours. We have no complaint about our preparation of executive reports.
Example: I
A. So it works very well and has so many different functions.
B. Also it has reduced the confusion that exists about buying software packages.
C. The train stops at each station for only fifteen minutes.
D. We began with two work stations and now have four.
E. Our routine letters are prepared from disc-stored masters.
F. The Rotary W printer with a speed of 45 characters a second can easily handle two input stations.
G. In contrast, its size and weight are ideal for carrying.
H. We have not yet experienced mechanical problems so far.
I. We are pleased with its performance and multi-functions.
簡(jiǎn)答題
10、Part One
You are a manager in a company which manufactures office furniture. Next month you are going to London to discuss an important contract.
Write a note of 30-40 words to your assistant:
1. saying when you want to leave and return
2. asking him to book flights
3. telling him which hotel to book
Part Two
You recently attended a one-day training course on health and safety. You were disappointed with the course.
Read the advertisement below, which gives the details of the course. You have written some notes on the advertisement.
Then using your handwritten notes, write a letter to the company, complaining about the course.
Do not include postal address.
Write 100-120 words.
Write on your answer sheet.