英语口语专项职业能力 练习卷

1酒店前台接到客人电话说房间空调不制冷，前台用英语回应时最得体的说法是？

1. A. I will send someone to check it right away.
2. B. You should wait for the engineer to come.
3. C. The air conditioner is probably broken.
4. D. Maybe you did not turn it on correctly.

2在英语口语中，把'I would like to book a table for two.'用于电话订餐时，它体现的语用功能是？

1. A. 礼貌地提出订座请求
2. B. 向对方确认账单金额
3. C. 投诉上菜速度太慢
4. D. 询问餐厅营业时间

3机场值机柜台工作人员用英语告知旅客'Your flight has been delayed by two hours.'，旅客最可能需要的后续服务信息是？

1. A. 新的登机时间和改签安排
2. B. 行李超重的收费标准
3. C. 免税店的营业位置
4. D. 入境卡的填写方法

4外宾在药店用英语说'I have a sore throat and a mild fever.'，店员用英语回应时最恰当的是？

1. A. These medicines may help, but please see a doctor if it lasts.
2. B. You must take this medicine three times a day forever.
3. C. You do not need any medicine for a sore throat.
4. D. This is definitely just a common cold, do not worry.

5酒店前台接到客人电话说房间空调不制冷，员工在电话中应先说哪一句最合适

1. A. I will send someone to check it right away.
2. B. You should try turning it off and on again.
3. C. The air conditioning is working fine today.
4. D. Maybe you did not set the temperature correctly.

6客房服务员进入客人房间前敲门并说 Housekeeping，客人回答 Just a moment 时，员工应

1. A. Wait outside the door until the guest opens it.
2. B. Open the door and start cleaning at once.
3. C. Knock again every ten seconds.
4. D. Leave and come back the next day.

7酒店客人退房时说 I think I left my phone charger in the room，前台最恰当的第一步是

1. A. May I have your room number so we can check?
2. B. You should buy a new charger nearby.
3. C. We cannot help once you have checked out.
4. D. Are you sure you did not lose it elsewhere?

8酒店前台在处理客人换房请求时，下列哪些做法是恰当的（多选）

1. A. Check whether another room of the same type is available.
2. B. Explain any price difference before moving the guest.
3. C. Move the guest first and sort out the rate later.
4. D. Tell the guest to pack and wait in the lobby without a time.

9商场导购向外国顾客介绍退换货政策时，正确的英文表达是

1. A. You can return it within seven days if you keep the receipt.
2. B. You can return it anytime as long as you have the receipt.
3. C. You can change it only if the manager agrees.
4. D. You can return it if the package is still sealed.

10外国客人问路时，你告诉他'Go straight and turn left at the second traffic light'，其中'second traffic light'指的是

1. A. 沿途经过的第二个红绿灯路口
2. B. 第二个路口但不一定是红绿灯
3. C. 距离此处第二近的红绿灯
4. D. 第二个有交警指挥的路口

11以下哪些做法符合涉外服务岗位接待外国客人时的英语沟通规范（多选）

1. A. 使用please、could you等礼貌用语
2. B. 客人说话时点头并做简短回应表示在听
3. C. 听不懂时直接说I don't know并结束对话
4. D. 重复关键信息如时间、金额、房号以确认无误
5. E. 用yes/no回答所有开放性问题以节省时间

12在涉外酒店客房服务中，客人要求'Please wake me up at 6:30 tomorrow morning'，服务员确认时最准确的说法是

1. A. Certainly, I will arrange a wake-up call for 6:30 a.m. tomorrow.
2. B. OK, I will call you when I remember tomorrow morning.
3. C. Sure, you can set your own alarm on the bedside table.
4. D. No problem, we wake up all guests at 6:30 every day.

13前台接到一位客人投诉隔壁房间太吵，正确的处理步骤顺序是

1. A. 先道歉安抚，再联系相关楼层核实，最后给客人反馈处理结果
2. B. 先联系保安驱赶隔壁客人，再回电话告知投诉客人已处理
3. C. 先让投诉客人自己去找隔壁沟通，再视情况决定是否介入
4. D. 先记录投诉内容，等经理上班后再决定如何处理

14在职场电话英语中，你想确认对方是否听清，最地道的说法是

1. A. Could you hear me clearly on your end?
2. B. Do you understand what I just said or not?
3. C. Are you still alive on the phone?
4. D. Can your ears catch my words now?

15涉外酒店前台在办理入住时，需要向外籍客人确认的关键信息包括哪些（多选）

1. A. 确认入住天数和退房日期
2. B. 确认客人护照上的姓名拼写
3. C. 确认客人是否需要叫醒服务
4. D. 确认客人是否携带宠物入住
5. E. 确认客人的宗教信仰并记录在系统

16商场导购用英语告诉外国顾客试衣间的位置，最清晰的表达是？

1. A. The fitting rooms are just around the corner on your left.
2. B. You can try clothes somewhere over there.
3. C. Go straight and you will find what you want.
4. D. The fitting rooms might be on the second floor.

17酒店前台接到客人电话说房间空调不制冷，员工用英语回复时最恰当的说法是以下哪一句？

1. A. I will send someone to check it right away.
2. B. You can open the window to get some air.
3. C. The air conditioner is working normally in other rooms.
4. D. Maybe you did not set the temperature correctly.

18餐厅服务员用英语向客人推荐今日特色菜时，以下哪种表达最符合职业口语习惯？

1. A. You must try our fish today, it is very delicious.
2. B. May I suggest our grilled salmon? It is today's special.
3. C. The fish is the only good dish we have today.
4. D. If you don't order the fish, you will regret it.

19顾客在商店用英语询问 'Do you have this shirt in a larger size?'，店员最合适的回答是？

1. A. No, we don't have any larger sizes at all.
2. B. Let me check our stock for you. What size do you need?
3. C. You should lose some weight to fit this one.
4. D. All our shirts are the same size, sorry.

20客人用英语说 'I'd like to check out now, but I need to leave my luggage here until 3 p.m.' 前台最恰当的回应是？

1. A. You can't leave luggage after check-out.
2. B. Certainly. We can store your luggage until 3 p.m.
3. C. You must pay another night to keep your luggage.
4. D. Just put your bags in the lobby, no one will take them.

21酒店前台接到外宾电话说“I'd like to book a room for the 3rd of next month”，员工确认预订日期时最恰当的回应是？

1. A. So that's the third of next month, correct?
2. B. You mean three nights next month, right?
3. C. So you'll check in today and stay three days?
4. D. That's the third room you want to book, right?

22机场值机柜台员工对外宾说“May I see your passport and ticket, please?”，外宾递上护照后说“Here's my passport, but I can't find my ticket”，员工最恰当的回应是？

1. A. That's fine, I can check your booking with your passport.
2. B. Then you cannot check in without the ticket.
3. C. Please look for it again before coming back.
4. D. You need to buy a new ticket at the counter.

23外宾在餐厅结账时说“Could we have the bill, please?”，服务员回答“Sure, would you like to pay separately or together?”，这句话的主要作用是？

1. A. 确认顾客是分开付还是一起付
2. B. 询问顾客要不要打包剩菜
3. C. 确认顾客是否已经吃饱
4. D. 询问顾客要不要开发票

24外宾在银行柜台说“I'd like to open a savings account”，柜员询问“Do you have your passport and proof of address with you?”，柜员这样问的主要原因是？

1. A. 开户通常需要身份和住址两类证明材料
2. B. 想确认外宾是否已经在该行有账户
3. C. 想了解外宾准备存入多少金额
4. D. 想确认外宾是否会说中文

25餐厅服务员为客人上菜时，正确的英语表达是

1. A. Here is your dish. Enjoy your meal.
2. B. You must eat it while it is hot.
3. C. I put your food on the table now.
4. D. This is what you ordered, right?

26外国客人入住时询问早餐时间，前台最恰当的英语回答是

1. A. Breakfast is served from 7 to 10 in the morning.
2. B. You can eat breakfast whenever you like.
3. C. The breakfast time is written on the wall.
4. D. I am not sure. You can ask someone else.

27同事在会议上提出一个方案后询问你的看法，最恰当的职场英语回应是

1. A. That sounds workable. Can we discuss the budget part?
2. B. I have no idea about your plan at all.
3. C. Your plan is completely wrong, I think.
4. D. Let us just do whatever you said.

28在涉外餐厅，客人表示对某种食材过敏，服务员最恰当的英语处置是

1. A. Thank you for telling me. I will check with the kitchen right away.
2. B. You can just pick out the ingredient when the dish comes.
3. C. Our dishes are all safe, so you do not need to worry.
4. D. Maybe you can order something else next time.

29外宾在商场询问“Where can I find the elevator?”，导购员最恰当的回应是？

1. A. Go straight and turn left; it's next to the coffee shop.
2. B. You can't use the elevator without a shopping bag.
3. C. Elevator is over there, but you'd better take the escalator.
4. D. I don't know, maybe you should ask the security guard.

30外宾在药店说“I have a sore throat and a slight fever.”，店员最恰当的口语回应是？

1. A. Do you have any allergies, and would you prefer tablets or syrup?
2. B. You should take antibiotics immediately.
3. C. Sore throat is not serious, no medicine is needed.
4. D. We only sell prescription medicine here.

31外宾在会展中心问“Where is the meeting room for the trade fair?”, 志愿者最恰当的回应是？

1. A. It's on the second floor, near the main escalator; I can walk you there.
2. B. You need to register first before I tell you.
3. C. Meeting rooms are not open to foreign visitors.
4. D. Please look at the map and find it yourself.

32客人用英语问路时，员工回答中哪句最容易让客人误解方向？

1. A. Go straight and turn left at the second traffic light.
2. B. Go straight and turn left at the second crossing.
3. C. Go straight and turn left at the second corner.
4. D. Go straight and turn left at the second intersection.

33机场地勤用英语告知旅客航班延误时，哪句表达既准确又得体？

1. A. Your flight has been delayed. We are sorry for the inconvenience.
2. B. Your flight is late. You just have to wait here.
3. C. Your flight is delayed. It is because of the weather, not us.
4. D. Your flight will not leave. Please go home and come back tomorrow.

34涉外餐厅中客人用英语说'I am allergic to peanuts.'，服务员最正确的回应是哪句？

1. A. Thank you for telling me. I will check with the kitchen right away.
2. B. You can just pick the peanuts out before eating.
3. C. Our dishes do not have peanuts, so it is fine.
4. D. Peanuts are good for your health, you should try some.

35涉外服务场景中，员工用英语与客人确认订单信息时，以下哪些做法是正确的？（多选）

1. A. Repeat the guest's name and booking dates for confirmation.
2. B. Confirm the room type and number of guests with the guest.
3. C. Ask the guest to repeat everything from the beginning.
4. D. Read back the total price and payment method clearly.
5. E. Assume the booking is correct if the guest does not speak.

36客人结账时说“Could you split the bill, please?”，服务员正确的理解是？

1. A. 客人要求分开结账
2. B. 客人要求打折优惠
3. C. 客人要求打包剩菜
4. D. 客人要求取消订单

37商场导购对犹豫的顾客说“Take your time.”，其交际意图是？

1. A. 催促顾客尽快决定
2. B. 让顾客慢慢挑选不着急
3. C. 告诉顾客时间快到了
4. D. 建议顾客改天再来

38机场值机柜台员工对旅客说“Your flight has been overbooked.”，旅客最可能面临的情况是？

1. A. 航班超售，可能需要改签
2. B. 航班取消，全额退款
3. C. 行李超重，需要付费
4. D. 座位升级，免费升舱

39餐厅服务员为客人点餐时，客人说'I'm allergic to seafood'，服务员最恰当的回应是

1. A. Would you like to try our shrimp special today?
2. B. Let me recommend dishes without any seafood ingredients.
3. C. Our seafood is very fresh so it should be fine.
4. D. You can just pick out the seafood before eating.

40在涉外酒店客房服务中，客人说'Could you give me a wake-up call at seven'，服务员确认时应说

1. A. Sure, I will schedule a wake-up call for you at 7 a.m.
2. B. You can set an alarm on your phone instead.
3. C. We only offer wake-up calls after 8 a.m.
4. D. Please call the front desk yourself in the morning.

41在机场值机柜台，旅客说'I have a connecting flight in forty minutes'，值机员最应优先确认的信息是

1. A. 旅客的转机航班是否在同一航站楼
2. B. 旅客的行李是否已经托运
3. C. 旅客是否已经网上选座
4. D. 旅客是否购买了旅行保险

42在超市收银台，收银员对顾客说'Would you like to double-bag that?'，收银员在问

1. A. 是否需要再套一个袋子
2. B. 是否需要把商品分成两袋装
3. C. 是否需要把袋子对折
4. D. 是否需要双倍积分

43前台接待用英语请来访者稍等片刻时，最得体的表达是

1. A. Could you please wait a moment? I will check for you.
2. B. You have to wait here until someone comes.
3. C. Wait over there and do not move around.
4. D. I am busy now, so please stand aside.

44银行柜员用英语向外国客户解释需要出示护照时，最恰当的说法是

1. A. For this transaction, I will need to see your passport for identification.
2. B. You must show me your passport or I cannot help you at all.
3. C. Why did you not bring your passport with you today?
4. D. Everyone knows a passport is needed for this, sir.

45餐厅服务员用英语处理客人对菜品口味不满时，最恰当的处置顺序是

1. A. Apologize first, then offer to replace the dish or adjust the bill.
2. B. Explain that the recipe is authentic and the taste is correct.
3. C. Tell the guest the chef is too busy to make another dish.
4. D. Suggest the guest order something else at full price next time.

46酒店前台接待一位未预订的外宾，对方说 "I'd like to check in, but I don't have a reservation."，前台最恰当的口语回应是？

1. A. Let me see if we have a room available for you tonight.
2. B. You should have booked online before arriving here.
3. C. No reservation means we can't help you at all.
4. D. Please wait until all reserved guests are gone.

47外籍顾客在商店问 "Do you accept credit cards?"，店员回答 "I'm afraid we only take cash."，顾客表示没带现金，店员最合适的下一步是？

1. A. Tell the guest where the nearest ATM is.
2. B. Ask the guest to leave the goods and come back later.
3. C. Offer to pay for the guest out of your own pocket.
4. D. Say nothing and wait for the guest to decide.

48外宾在酒店房间打电话到前台说 "The air conditioner isn't working."，前台最恰当的回应是？

1. A. I'm sorry about that. I'll send someone up right away.
2. B. You probably didn't set the remote correctly.
3. C. All our air conditioners are working perfectly today.
4. D. You can open the window instead of using it.

49客服接到外籍客户投诉说 "I've been waiting for my refund for two weeks."，客服最恰当的第一句回应是？

1. A. I'm sorry for the wait. Let me check your refund status now.
2. B. Two weeks is not a very long time to wait.
3. C. You must have filled in the form incorrectly.
4. D. Refunds always take a month, so please be patient.

50酒店前台接到客人电话说房间空调不制冷，员工用英语回应时最恰当的下一步是确认客人房号和具体现象后再报修。

1. A. May I have your room number and check whether it is blowing warm air or not working at all?
2. B. I will send someone to fix it right away, no need to explain the problem.
3. C. You can open the window instead; the weather is not that hot today.
4. D. The air conditioning is out of service on your floor this week.

51机场值机柜台员工用英语告知旅客行李超重需要支付额外费用时，表达最得当的是哪一句？

1. A. Your baggage is five kilograms overweight, so an extra charge will apply.
2. B. Your bag is too heavy; you have to throw some things away now.
3. C. You should have known the weight limit before packing your bag.
4. D. Overweight baggage is not allowed, so you cannot check in today.

52酒店客房服务员进入客人房间前，用英语表明来意的规范说法是哪一句？

1. A. Housekeeping; may I come in and clean the room now?
2. B. I am coming in to clean whether you agree or not.
3. C. Open the door; I need to check your room immediately.
4. D. You should leave the room so I can clean it faster.

53在涉外接待中，为客人介绍会议日程时，英语表达需要包含时间、地点和活动内容，下列哪一句最完整？

1. A. The opening session starts at nine in Meeting Room A with a welcome speech.
2. B. The meeting is sometime tomorrow; someone will take you there.
3. C. We have a session in the morning; please do not be late.
4. D. The opening is at nine; you can find the room by yourself.

54客人问路时，员工说“Go straight and turn left at the second traffic light”，其中“the second traffic light”指的是？

1. A. 第二个红绿灯
2. B. 第二条斑马线
3. C. 第二个路口
4. D. 第二个公交站

55同事在电话中说“I will get back to you on that”，最恰当的理解是？

1. A. 对方会稍后回复你这件事
2. B. 对方让你稍后打给他
3. C. 对方拒绝回答这个问题
4. D. 对方已经处理好这件事

56职场中同事说“Let us touch base tomorrow morning”，意思是？

1. A. 明天上午简短沟通一下进展
2. B. 明天上午一起签合同
3. C. 明天上午交换座位
4. D. 明天上午互相测试设备

57酒店前台接到客人电话说房间空调不制冷，员工在电话中回应时最恰当的表达是

1. A. I will send someone to check it right away.
2. B. You should try turning it off and on again.
3. C. The air conditioner is probably too old to work.
4. D. Maybe you did not set the temperature correctly.

58银行柜员接待外籍客户开立账户时，客户说 Could you explain the minimum deposit again? 柜员最合适的回应是

1. A. Of course. The minimum deposit for this account is 100 yuan.
2. B. I already told you the minimum deposit just now.
3. C. You can find the minimum deposit on our website yourself.
4. D. The minimum deposit changes every day, so I cannot say.

59在涉外商场导购中，顾客问 Is this jacket machine washable? 导购查看标签后最准确的回答是

1. A. The label says it should be hand washed in cold water.
2. B. Yes, you can wash it in the machine however you like.
3. C. I think it is machine washable, but I am not sure.
4. D. You can wash it any way, the material is very strong.

60餐厅结账时客人说 Can we split the bill? 服务员正确的做法是

1. A. Ask how many ways they would like to split and confirm each amount.
2. B. Tell the guest that splitting the bill is not allowed here.
3. C. Bring the card machine and let the guests sort it out themselves.
4. D. Add a service charge first and then divide the total by the number of guests.

61酒店前台接到客人电话说房间空调不制冷，客人语气很急，前台用英语回应时最得体的说法是哪句？

1. A. I will send someone to check it right away, sir.
2. B. You can open the window to cool down first.
3. C. Our air conditioning is always working fine.
4. D. Maybe you did not set the remote correctly.

62前台接到客人用英语说要'check out'，但客人还有一笔迷你吧消费未结算，前台应该怎么用英语说明？

1. A. There is a minibar charge on your bill. Would you like to review it?
2. B. You must pay the minibar before you can leave.
3. C. The minibar is free, you do not need to pay.
4. D. Did you really use the minibar? Please confirm.

63客人用英语投诉说'The room smells of smoke.'，作为酒店服务员，下面哪种回应既承认问题又给出解决方案？

1. A. I am sorry about that. I can offer you another room right away.
2. B. Smoking is not allowed in our hotel, so it is impossible.
3. C. Maybe the smell comes from outside, not our room.
4. D. You can spray some perfume to make it better.

64外籍客人用英语问路后说'Thanks a lot. You have been very helpful.'，作为服务人员最恰当的回应是哪句？

1. A. You are welcome. Enjoy your stay in our city.
2. B. No, no, I was not helpful at all.
3. C. Yes, I know I am very helpful.
4. D. OK, goodbye, I have to go now.

65客人退房时把手机落在房间，前台最恰当的处理顺序是

1. A. 确认房间号、联系客房部查找、登记并通知客人
2. B. 先让客人自己回房间找、再登记、最后通知客房部
3. C. 直接告诉客人没看到、请其留下电话、等消息
4. D. 请客人写遗失声明、再查监控、最后交还手机

66在机场值机柜台，工作人员请旅客把行李放上传送带，最得体的说法是

1. A. Put your luggage on the belt, please.
2. B. Could you place your bag on the belt, please?
3. C. You must put your bag on the belt now.
4. D. The belt is there, put your bag on it.

67酒店行李员帮客人把行李送到房间后，客人给小费，行李员最恰当的回应是

1. A. Thank you very much, sir. It is my pleasure.
2. B. No, no, I cannot take it at all.
3. C. You do not need to do that, really.
4. D. Okay, just put it on the table.

68机场值机柜台员工用英语告知旅客“Your flight has been delayed due to bad weather”，旅客最需要了解的信息是？

1. A. 航班因天气原因延误
2. B. 航班因机械故障取消
3. C. 航班因旅客迟到改签
4. D. 航班因空中管制提前

69导游用英语提醒团队“Please keep your belongings with you at all times”，其中“belongings”指的是？

1. A. 随身携带的个人物品
2. B. 团队统一发放的行李牌
3. C. 旅行社提供的保险单
4. D. 酒店房间的固定设施

70涉外酒店行李员用英语对客人说“Your luggage will be sent up shortly”，客人接下来最合理的预期是？

1. A. 行李很快会被送到房间
2. B. 行李需要客人自己去楼下取
3. C. 行李将被送到前台暂存
4. D. 行李要等到退房时才能领取

71在英语口语交流中，想让对方重复刚才说过的话，最得体的表达是哪句？

1. A. Could you say that again, please?
2. B. What did you say just now?
3. C. I didn't hear you at all.
4. D. Speak louder next time.

72英语口语中，"Could you give me a hand?" 这句话最常用来表达什么？

1. A. 请求对方帮忙
2. B. 邀请对方握手
3. C. 询问对方举手
4. D. 要求对方递手

73英语口语中，顾客说"I'm just browsing, thanks."，店员最合适的回应是哪句？

1. A. Alright, feel free to call me if you need help.
2. B. Why don't you buy something today?
3. C. You have looked for a long time.
4. D. Browsing is a waste of time.

74机场值机柜台员工对旅客说 Your flight has been delayed due to bad weather，这句话传达的信息是？

1. A. 航班因天气原因延误
2. B. 航班因机械故障取消
3. C. 航班因旅客原因改签
4. D. 航班因空中管制提前

75酒店客房服务员在打扫时发现客人放在桌上的护照和现金，最恰当的做法是？

1. A. 保持原样不翻动，打扫完毕后离开并记录
2. B. 把护照和现金收进抽屉以免丢失
3. C. 拍照发到工作群请同事确认失主
4. D. 先放到前台保险柜再继续打扫房间

76前台员工对要退房的客人说 Would you like me to call a taxi for you while you check out，这句话体现的服务意识是？

1. A. 主动提供延伸服务节省客人时间
2. B. 催促客人尽快办理退房
3. C. 确认客人是否还需要继续入住
4. D. 提醒客人退房后不能再使用房间

77餐厅服务员听到客人说“Could we have the bill, please?”，此时服务员最恰当的做法是？

1. A. Bring the bill to the table and confirm who pays
2. B. Ask the guest whether they want to order more dishes
3. C. Tell the guest the kitchen is now closed
4. D. Repeat the menu prices to the guest aloud

78商场导购听到外国顾客问“Do you have this in a smaller size?”，导购去库房查看后回来最恰当的回应是？

1. A. Let me check the stock for you.
2. B. The price is the same as this one.
3. C. You can try it on over there.
4. D. We only accept cash here.

79外宾在酒店说“The air conditioner in my room isn't working”，前台最恰当的处理是？

1. A. Send a maintenance worker to check it right away
2. B. Ask the guest to change rooms by themselves
3. C. Tell the guest the weather is not hot today
4. D. Explain that all air conditioners are the same

80酒店前台接到外宾电话说“I’d like to book a room for two nights, but I might extend it.”，前台确认预订时最恰当的回应是？

1. A. Certainly, I’ll reserve two nights for now and note a possible extension.
2. B. Sure, I’ll book you for three nights in case you extend.
3. C. No problem, you can decide the nights when you check in.
4. D. I’ll reserve one night first and add more if rooms are free.

81商场导购对外宾说“This one comes in three sizes.”，外宾最可能接着问的是？

1. A. Do you have it in medium?
2. B. How much is the tax refund?
3. C. Where is the fitting room?
4. D. Can I pay by traveler’s cheque?

82银行柜员对外籍客户说“Please endorse the cheque on the back.”，客户需要做的是？

1. A. 在支票背面签名
2. B. 在支票正面填写金额
3. C. 在支票背面填写账号
4. D. 在支票正面加盖公司章

83导游对游客说“We’ll meet back at the coach at 4:30 sharp.”，其中“at 4:30 sharp”强调的是？

1. A. 四点半准时集合
2. B. 四点半左右集合
3. C. 四点半之前集合
4. D. 四点半之后集合

84餐厅服务员听到客人说“Could we get the check, please?”，此时最恰当的做法是？

1. A. Bring the bill to the table within a short time.
2. B. Ask the guest to pay at the cashier counter.
3. C. Clear the table before bringing the bill.
4. D. Ask whether they want to order dessert first.

85商场导购对外国顾客说“These two sizes both fit you.”，顾客回答“I'll take the smaller one.”，导购接下来最应该做的是？

1. A. Confirm the size and ask if they want it gift-wrapped.
2. B. Suggest the larger one again because it looks better.
3. C. Tell the customer the smaller one is out of stock.
4. D. Ask the customer to try both on one more time.

86机场值机柜台员工对旅客说“Your carry-on is a bit oversized.”，接下来最恰当的处理是？

1. A. Explain the size limit and offer to check it in.
2. B. Tell the passenger to leave it behind.
3. C. Ask the passenger to buy a new bag.
4. D. Ignore it and print the boarding pass.

87在涉外职场中，同事说“Let's touch base next week.”，这句话最准确的含义是？

1. A. Let's have a brief update meeting next week.
2. B. Let's finish the project next week.
3. C. Let's sign the contract next week.
4. D. Let's cancel the plan next week.

88餐厅服务员用英语向客人确认点餐时，客人说 I will have the steak, medium rare，服务员复述确认的正确表达是？

1. A. So that is one steak, medium rare, correct?
2. B. So you want the steak well done, right?
3. C. So no steak for you, is that right?
4. D. So the steak comes with no sauce, right?

89酒店客房服务员用英语询问客人是否需要整理房间，最符合职业口语习惯的表达是？

1. A. Would you like me to tidy up your room now?
2. B. I am going to clean your room right now.
3. C. You must let me clean the room today.
4. D. Do you want cleaning or not?

90涉外客服接到客户投诉产品质量问题，客户情绪激动，客服首先用英语回应的恰当策略是？

1. A. I understand your frustration and I will help you solve it.
2. B. There is nothing wrong with our product.
3. C. You should read the user manual first.
4. D. Other customers have not reported this problem.

91餐厅服务员为客人点单时，客人说“I’m allergic to nuts”，服务员最合适的回应是？

1. A. I will check with the kitchen about the ingredients.
2. B. Nuts are very healthy for most people.
3. C. You can just pick them out before eating.
4. D. Our dishes usually don’t contain nuts.

92客服人员接到投诉电话，客户情绪激动，最恰当的第一句回应是？

1. A. I understand your frustration. Let me help you.
2. B. You need to calm down first.
3. C. This problem is not caused by our company.
4. D. Please call back when you are less upset.

93餐厅客人对服务员说“Could we have the bill, please?”服务员最恰当的回应是？

1. A. Certainly, I will bring it right away.
2. B. You can pay at the counter later.
3. C. The bill is not ready yet.
4. D. Please wait until I finish serving.

94餐厅服务员为客人上菜时说'Enjoy your meal'，客人回答'Thanks, you too'，服务员最恰当的英语应答是？

1. A. You are welcome.
2. B. Thank you, I will.
3. C. The same to you.
4. D. No problem at all.

95机场值机柜台，旅客用英语说'I have a connecting flight in two hours'，值机员最需要进一步确认的信息是？

1. A. 旅客的座位偏好
2. B. 旅客的行李是否直挂
3. C. 旅客的餐食要求
4. D. 旅客的常旅客卡号

96银行柜员接待外籍客户，客户说'I would like to make a deposit into my savings account'，柜员下一步最应先做的是？

1. A. 请客户填写存款单并核对账号
2. B. 直接询问客户是否要办理贷款
3. C. 先向客户推销理财产品
4. D. 让客户到ATM机自行办理

97展会现场，外国采购商说'Can you give me a ballpark figure?'，参展人员正确的理解是？

1. A. 对方想要一个大概的价格
2. B. 对方想要一份正式报价单
3. C. 对方想要产品样品
4. D. 对方想要参观工厂

98机场值机柜台员工核对旅客护照后，用英语请旅客确认行李是否已全部托运，最合适的是哪句？

1. A. Is this all your luggage to be checked in?
2. B. Are you sure you did not hide any bags?
3. C. You have too many bags, is that right?
4. D. Do you want to take these bags or leave them?

99会展中心接待人员用英语引导参展商到展位时，哪句表达最符合职业规范？

1. A. Your booth is in Hall B, please follow me.
2. B. You can go find your booth by yourself.
3. C. Your booth is somewhere in Hall B, I think.
4. D. Hall B is that way, maybe you can try.

100餐厅服务员在客人用餐结束后用英语询问是否需要打包，下列表达在语用上最得体的是？

1. A. Would you like me to pack the rest for you?
2. B. You should take the food home with you.
3. C. Do you want to take away the leftover food?
4. D. Are you going to finish all of this or not?