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在涉外商店，顾客问 Can I get a tax refund on this，店员最恰当的回应是

1. A. Yes, please show me your passport and the receipt.
2. B. No, we do not do that in this country.
3. C. You can get the money back from any bank.
4. D. Tax refund is only for local residents.

3外籍客人退房时说'I left my charger in the room'，前台最恰当的下一步是

1. A. Let me contact housekeeping to check the room and I'll call you back shortly.
2. B. You can buy a new charger at the convenience store nearby.
3. C. Chargers are not our responsibility once you check out.
4. D. Please go back to the room and look for it yourself.

4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?

5导购向外国顾客推荐商品时，顾客说I will think about it，最恰当的后续英语回应是

1. A. Sure. Take your time. Here is my card if you need help.
2. B. You should decide now or the price will go up.
3. C. Why do you still need to think about it?
4. D. If you leave now, you will regret it.

6在涉外酒店办理退房时，客人用英语问'Could I have a late check-out?'，员工最恰当的回应是哪句？

1. A. Let me check if your room is available for late check-out.
2. B. No, late check-out is never allowed in our hotel.
3. C. You can stay as long as you want, no problem.
4. D. Late check-out means you must pay double the room rate.

7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

8导游在景点集合时发现少了一名外宾，其他游客催促出发，导游最恰当的处置是？

1. A. Confirm the count and try to contact the missing guest first.
2. B. Start the bus at once to keep the schedule.
3. C. Ask the other guests to search the whole site separately.
4. D. Announce that the missing guest will be left behind.

9机场值机柜台员工对旅客说“Your flight has been delayed due to bad weather”，旅客最可能理解的是？

1. A. 航班因天气原因延误
2. B. 航班因天气原因取消
3. C. 航班因机械故障延误
4. D. 航班因旅客原因延误

10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.

11餐厅服务员用英语向客人推荐今日特色菜时，以下表达最得体的是？

1. A. Our chef recommends the grilled salmon today.
2. B. You must try the salmon; it is the only fresh dish.
3. C. The salmon is left over from yesterday but still good.
4. D. If you do not order salmon, there is nothing else.

12客服人员对投诉的顾客说 I completely understand how you feel, and let me see what I can do for you，这句话的主要作用是？

1. A. 先共情再承诺协助处理
2. B. 先解释原因再推卸责任
3. C. 先道歉再要求顾客等待
4. D. 先确认事实再转接上级

13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?

14酒店前台接到客人电话说房间空调不制冷，按英语口语服务流程，前台最恰当的第一步应答是什么？

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 normally today.
4. D. Maybe you did not set the temperature correctly.

15客人用英语问'Could you break a hundred?'，作为收银员，正确的理解是客人想做什么？

1. A. 想把一百元换成零钱
2. B. 想用一百元付款结账
3. C. 想核对一百元真伪
4. D. 想退掉一百元的商品