2012年剑桥商务英语中级全真模拟试题（一）(2)

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13 Many senior managers feel that organisations have difficulties innovating because of A. a poor level of skills among employees. B. an emphasis on rapid achievement.

C. an increased risk associated with change. D. an insistence on a standard company philosophy.

14 According to the writer, many organisations today are A. finding it easier to introduce a creative approach.

B. having problems understanding innovation as a concept. C. actively developing the conditions for a creative approach. D. resisting innovative staff suggestions.

15 In the third paragraph, Katrina Murray expresses the view that A. top management must dictate the pace of change. B. some employees lack a commitment to change.

C. most organisations are incapable of bringing about effective change.

D. some senior managers underestimate the role they can play in achieving change. 16 Alex Sadowski and Katrina Murray agree that to be truly innovative, organisations must A. invest in the right managers.

B. place less emphasis on financial considerations. C. have a double focus to their policies.

D. adopt an approach with clearly defined stages.

17 According to the survey, which of the following strategies has been introduced to encourage creativity?

A. a greater acceptance of error

B. financial rewards for higher levels of creativity C. the introduction of specific performance targets D. the promotion of creative individuals to senior posts

18 Tom Roberson believes that, in the future, it will be difficult to achieve

A. an educational system that encourages creativity. B. a combination of practices that promote creativity. C. the spread of creativity to a range of businesses.

D. a greater respect for creativity in pharmaceutical companies.

PART FOUR

Read the article below about doing business online.

Choose the best word or phrase to fill each gap from A, B, C or D on the opposite page.

The Secret of Success for Online Businesses

The secret of success in electronic commerce in placing a new emphasis on a well-established area. That area is customer service, which is now the only point of (1) between a business and the buying public.

There are a number of factors in a real-world shop that (2) people's perceptions of a business：these (3) the location and the appearance of the premises, the quality and the pricing of the merchandise or services, and the behaviour of the staff.

However, if a company is trying to make a good impression with online customers, most of these factors do not (4) a part. In the (5) of these factors, the way customers are (6) when they have a reason to call has a fundamental effect on a company's ability to retain them as customers. Even more than regular telephone or in-person customers, web customers are impatient, easily frustrated and always conscious that they have other places where they can (7) their business. Preventing them from doing that means meeting them on their own (8) and providing them with what they want.

This necessity, in (9) , means that companies that sell over the net must get back-end functions right. Imposing (10) requirements on customers will not work；a business that (11) on customers emailing for assistance instead of using the phone, for example, will lose repeat custom.

If the phone is used, it must be answered (12) , and the staff should look for ways of helping even the most awkward customers (13) , as is more usual, trying to find some (14) to blame the customer for any problem.

An important, final point is that it is vital that all addresses, web links and phone numbers work properly and efficiently. This ought to (15) without saying. Experience, however, shows that it does not. 我要找茬

19 A. relationship B. association C. meeting D. contact 20 A. force B. determine C. decide D. fix 21 A. enclose B. consist C. include D. contain 22 A. get B. run C. play D. have

23 A. absence B. lack C.need D. scarcity 24 A. cared B. treated C. dealt D. considered 25 A. deliver B. bring C. move D. take

26 A. policies B. standards C. terms D. conditions 27 A. turn B. sequence C. line D. order 28 A. dense B. rigid C. deep D. solid