1、剑桥商务英语中级-109 及答案解析(总分：100.00，做题时间：90 分钟)一、READING(总题数：0，分数：0.00)二、PART ONE(总题数：1，分数：7.00)Listen better, manage betterA There is a great difference between listening and hearing. You should make efforts in listening. Listening demands your attention and concentration. It may mean quizzing the speaker
2、 for additional information or for clarification. It is always better to ask than to continue regardless and get things wrong. However, if you are absent-minded, even for a few minutes, youll miss what the speaker is saying probably at the very moment when he or she is saying something critical. And
3、 not having heard, you wont know youve missed anything until its too late.B We are likely to accuse others of not listening, pretending that We ourselves are faultless, yet in our hearts we know that many of the mistakes we make come about because we havent listened carefully enough. We get things w
4、rong because we have failed to understand completely what someone meant when they were talking to us. Anyone who has ever taken the minutes of a long meeting will know how hard it is to rememberdespite the benefit of notesexactly what everyone said. But Success depends on getting things rightand tha
5、t means listening.C You should be aware that many people are not very good at communicating. Its helpful to remember that the ways people move and position themselves while they are speaking can reveal a great deal about what they are saying. It is equally important that you should put yourself in t
6、he other persons place, both intellectually and emotionally; it will help you to understand what they are getting at and form a response. But dont be too clever. Faced with a know-all, many people keep quiet because they see no point in continuing.D It is a very bad habit that we start thinking of w
7、hat we are going to say about the subject long before the other speaker has finished. We then stop listening. Even worse, this often adds rudeness to inattentiveness. as once you have decided what to say, there is a fair chance you will interrupt to say it. Good listeners dont interrupt. In fact it
8、is often worth explaining the main idea of what you have just been told before going on to make your own points. Nobody is offended by this and it shows that you have listened well.（分数：7.00）(1).You do not mind hearing your own views summarised.（分数：1.00）填空项 1:_(2).It is risky to allow your mind to wa
9、nder onto something else while someone is speaking.（分数：1.00）填空项 1:_(3).People are reluctant to admit that they dont listen well.（分数：1.00）填空项 1:_(4).It is beneficial to you when you see things from the speakers perspective.（分数：1.00）填空项 1:_(5).Your listening skills will be supported if you observe the
10、 speaker closely.（分数：1.00）填空项 1:_(6).While others are still speaking you shouldnt dwell on your response.（分数：1.00）填空项 1:_(7).Further explanation is necessary sometimes, so you should keep at it.（分数：1.00）填空项 1:_三、PART TWO(总题数：1，分数：5.00)Customer ContactWhich of the following is the most important way
11、of keeping in touch with your customers: telephone, email, fax, letters, website, or face-to-face meetings? Despite the choice, there is only one correct answer. That anyone who thinks that only one type of customer contact is sufficient is missing the point. Different customers have different prefe
12、rences, so all types of contact are equally important.The smart manager is, therefore, always looking for ways to improve the different types of customer contactand there are plenty of helpful solutions out there to choose from. (8) At the same time, email is rapidly catching up, while the volume of
13、 business letters is declining. So, you would think that a good place to begin your quest for better-managed customer contact is to look at whats new in telephone and online technology.It might, though, be better first to consider the factors that make for better contact management and see what can
14、be done to improve them. The starting point for this is obvious: any type of customer contact is going to be more effective if the person handling it knows about the customer. (9) When did these customers last order? What are their product or service preferences? What is their credit status?To make
15、improvements in contact operations possible, all the staff who have contact with the outside world need to have immediate access to the same data. The software that can provide this is known as customer relationship management, or CRM. (10) Just as important, staff can enter any necessary details ab
16、out the client they are dealing with while the contact is actually in progress. The data from this contact are stored in the system immediately. Then. if the client calls back a few minutes later, whoever picks up the call can see exactly what has just happened. (11) .CRM systems can give a valuable
17、 edge even to companies that rely more on personal contact than on handling large numbers of phone calls and emails. Arguably, it is more important for senior executives to have fully up-to-date information to hand when talking to an important client than in any other situation. (12) With the right
18、laptop or hand-held PC, there are even ways of providing secure access when they are out of the office. In this way, managers need never be without the information they need, no matter where they happen to be ATo put it simply, contact relies on people, and successful contact relies on people with i
19、nformation at their fingertips. BIn spite of this, it would be extremely valuable if all members of staff could call up information on any of the companys clients whenever they needed it. CSoftware can deliver critical information to selected users on a need-to-know basis. DFor most businesses, the
20、telephone is still the most commonly used channel of customer contact. EBasically, it enables any member of staff to type in a name and within seconds have on the screen in front of them all they need to know about that particular customer. FOnce a member of staff has this recently processed informa
21、tion, he or she will be able to provide a faster and more efficient service.（分数：5.00）填空项 1:_填空项 1:_填空项 1:_填空项 1:_填空项 1:_四、PART THREE(总题数：1，分数：6.00)The Management of ChangeToday, change is a permanent characteristic of business activity. In some cases it is expected and planned for. In others it is n
22、ot. Some changes may be impossible to forecast and therefore pose the greatest danger. The effect will be heightened when the factors driving change fall beyond the control of the business. New consumer tastes, the rise of competitors, new legislation and economic fluctuations are all examples of th
23、is.People bring about change, but they are also the most important barrier to its success. Individuals may resist change to protect pay, for example. It often takes time for workers to adapt. and if payment is based on output, they may, to begin with, earn less. They may also, since change can endan
24、ger a persons authority, regard change as a threat to their status. In addition, the wish to maintain group membership can be strong, and workers may resist change because they are worried about what others may think if they do not.There are two key ways in which managers can help individuals overco
25、me their natural resistance to change. The first is to involve those affected at every stage of the process so they understand why a new approach is necessary and have an interest in its success. To achieve this, when a decision is to be made, a proposal should pass between all employees who have an
26、 interest in the outcome. They are then asked to comment on the idea: in this way agreement about the best way forward gradually emerges and a final plan can be developed.Of course, this is much less useful if rapid change is needed in response to a crisis. An alternative is to keep all those people
27、 affected by a change informed of what is happening at each stage of the process. Make sure everyone is aware of the options available. Many of the difficulties caused by a new situation are the result of fear of the unknown, but by informing those involved, some of the uncertainty can be removed.Wh
28、en change is actually introduced, the process must be controlled. The final outcome of the programme should be the situation that was identified as where we want to be in the initial planning phase. Targets should be set for each stage to ensure that progress is focused and does not slow down. It is
29、 essential that each target is measurable and that people recognise what is involved. If the outcome of each stage is well defined, action can be taken if the process shows any sign of moving out of control.One individual experienced at managing change is Martin Chambers, CEO of a North American com
30、puter firm. He says, “The secret is to build an organisation that isnt afraid to make changes while its still on top, when its not a matter of survival, “ He also encourages his management team to learn from competitors. “Its important to understand how the market works, to know what products are av
31、ailable, and to always be thinking ahead.“ His approach signals that failure to constantly adapt to market conditions is why companies fall from positions of market dominance.（分数：6.00）(1).What is said in the first paragraph about business responses to change?（分数：1.00）A.External changes are the bigge
32、st threat to a company.B.Certain companies are better at predicting change than others.C.Periods of economic instability result in the greatest degree of change.D.Change can produce more efficient management throughout a company.(2).According to the text, the attitude of staff towards change can be
33、influenced by（分数：1.00）A.unrealistic productivity targets.B.the opinions of colleagues.C.new managers being brought in.D.a longer working day being introduced.(3).Why does the author say employees should be included in decisions about change?（分数：1.00）A.Staff may have better proposals than the one bei
34、ng considered.B.Possible problems can be identified by including a range of staff.C.The benefits of change become much clearer when all staff is involved.D.Staff is less likely to oppose change when they have a personal investment in it.(4).What reason is given for staff not always being involved in
35、 decisions about change?（分数：1.00）A.A high level of resistance to the changes is expected.B.The different stages add up to a highly complex process.C.Far too many staff may be affected for this to be practical.D.The urgency of a situation does not allow for lengthy consultation.(5).According to the f
36、ifth paragraph, what is important when carrying out a process of change?（分数：1.00）A.It is necessary to decide who is responsible for the different stages.B.Managers should continue to inform staff about the progress being made.C.It should be clear whether each stage of the process has been achieved.D
37、.Potential problems need to be highlighted earlier in the process.(6).Martin Chambers believes that his company is successful because（分数：1.00）A.he has built up a management team he can rely on.B.it introduces change before it becomes necessary to do so.C.he is experienced at responding to changes in
38、 the market.D.it has more innovative products than competitors.五、PART FOUR(总题数：1，分数：15.00)GOODMAN RINGUniversal MoversOur ref: UM/2/A 21st August, 2010Dear Mr. Chamberlin, Re: Business equipment removalYour enquiry letter of August 16th is acknowledged with thanks. I am writing to provide you with t
39、he quotation that you requested. In addition (19) this, I am including further details of our service. The price is based on the items that you mentioned in your letter and will, of course, (20) if you decide to add extra items or (21) some.We will move your equipment when it is most convenient for
40、us so as to keep the cost as low as (22) .We will try to combine your move with (23) of other clients who ask us to transport goods at around the same time. I am sure you will (24) that if we were to make a special trip just for your equipment the cost (25) be much higher. This means that (26) you r
41、equested a move on 23rd September, this precise date may not be possible. However, we regularly transport goods (27) Singapore and Hong Kong, and we would (28) to be able to move your equipment within two or three days of your requested date.The (29) does not include packing. I understand that you (
42、30) to carry out your own packing since (31) of your equipment is quite fragile. It is our sincere hope that these initial details meet with your (32) and ask that you do not hesitate to (33) us if you require any further advice.Yours sincerely, （分数：15.00）A.toB.withC.ofD.byA.riseB.increaseC.varyD.lo
43、werA.decreaseB.preventC.omitD.reduceA.realisticB.possibleC.probableD.desiredA.oneB.whichC.thatD.thoseA.appreciateB.satisfyC.wishD.considerA.willB.wouldC.mightD.couldA.stillB.evenC.despiteD.althoughA.amongB.besideC.betweenD.alongA.forecastB.thinkC.chooseD.expectA.guessB.valueC.estimateD.judgmentA.ref
44、erB.preferC.inferD.transferA.partB.sectionC.pieceD.bitA.kindnessB.approvalC.permissionD.allowanceA.dialB.connectC.reachD.contact六、PART FIVE(总题数：1，分数：12.00)BEST SECRETARY OF THE YEAR（分数：12.00）(1).to be very strong. and I have to say I found that the selection procedure really（分数：1.00）填空项 1:_(2).hard,
45、 “she says. “I didnt think I had any chance of winning. When I heard my（分数：1.00）填空项 1:_(3).name, my legs were so weak I could only hardly stand up.“ she laughs. So（分数：1.00）填空项 1:_(4).how is the best secretary chosen from a group of so extremely good（分数：1.00）填空项 1:_(5).and very different individuals?
46、 The final decision was reached after a（分数：1.00）填空项 1:_(6).day-long session of the tests, interviews and exercises. Cathy Dunkin believes（分数：1.00）填空项 1:_(7).the skills she uses in her job helped her how to perform well. For instance, although（分数：1.00）填空项 1:_(8).most of her work is for her companys M
47、anaging Director, she works for six bosses（分数：1.00）填空项 1:_(9).in all, so she always tries out to be prepared for anything that might happen.（分数：1.00）填空项 1:_(10).As for the future, her firm has closed for its summer break now; as soon as（分数：1.00）填空项 1:_(11).they will open again, there is a pay rise w
48、aiting for her. But Cathy is not（分数：1.00）填空项 1:_(12).going to be relax. She says, “Theres always room for personal development. You must keep trying to improve./（分数：1.00）填空项 1:_七、WRITING(总题数：2，分数：10.00)1.PART ONE You are the Marketing Director of a stationery company, which is a subsidiary of a larger corporation. The chairman of the corporation is visiting your company next week. Write a memo to all your staff: informing them of the visit te
