English Speaking Specialized Occupational Skill practice paper

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会议中主持人用英语说'Let us move on to the next item on the agenda.'，这句话表明会议即将进入哪个环节？

1. A. 讨论议程上的下一个议题
2. B. 对本次会议进行总结投票
3. C. 请与会者逐一自我介绍
4. D. 宣布会议因故提前结束

3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.

4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(multiple)

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

5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.

6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，前台首先应当怎样回应？

1. A. I will send someone to check it right away, sir.
2. B. You can open the window to get some air, sir.
3. C. The air conditioner is working fine in other rooms, sir.
4. D. Please wait until tomorrow morning for maintenance, sir.

7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?

8外宾在旅游咨询中心问“What's the best way to get to the old town from here?”，工作人员回答“You can take the No. 5 bus and get off at the third stop”，外宾接着问“How long does it take?”，工作人员最恰当的回应是？

1. A. About twenty minutes depending on traffic.
2. B. The bus is very cheap, only one yuan.
3. C. You need to buy the ticket from the driver.
4. D. The old town is very beautiful at night.

9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.

10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.

11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.

12商务接待中，客户说“Let me get back to you on that.”，最恰当的理解是？

1. A. 客户现在无法答复，稍后回复
2. B. 客户拒绝继续合作
3. C. 客户要求你立即答复
4. D. 客户已经同意该方案

13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

14导游用英语提醒团队游客集合时间时，最清晰有效的表达是

1. A. Please be back at the bus by 4:30, that is in twenty minutes.
2. B. You should come back sometime before it gets dark.
3. C. Do not be late, or the bus will leave without you.
4. D. Everyone needs to hurry up and finish shopping now.

15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.

16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.

17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

18机场值机柜台员工发现旅客护照有效期不足六个月，按规定不能办理登机手续，最得体的告知方式是

1. A. I am sorry, but your passport does not meet the validity requirement for this flight.
2. B. Your passport is expired, so you cannot fly today.
3. C. You need to get a new passport before you come here again.
4. D. The system will not accept your passport, so it is not my problem.

19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.

20酒店前台接到客人电话说房间空调不制冷，员工最适合的第一句回应是

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

21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.

22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.

23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

24客服人员接到投诉电话，客户情绪激动，客服首先应该说的一句话是？

1. A. I understand how frustrating that must be.
2. B. There is nothing we can do about it.
3. C. You should have read the instructions first.
4. D. Please call back when you are calmer.

25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?

26在英语口语中，表达“我对此不太确定”时，语气最委婉且适合职场沟通的说法是？

1. A. I'm not quite sure about that.
2. B. I have no idea about that.
3. C. That is totally wrong.
4. D. I don't know anything.

27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.

28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.

29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

30在涉外商场，顾客问洗手间在哪里，导购员用英语指路时最清晰的是哪句？

1. A. Go straight and turn left at the coffee shop.
2. B. You can find it somewhere over there.
3. C. It is on the left side of some floor.
4. D. Just ask someone else, I am busy now.