第一章測試1【單選題】(2分)Seeingsomethingfromanotherpointofviewisthesameasseeingitfromtheir()。A.CulturalbackgroundB.PerspectiveC.KnowledgeD.Imagination2【單選題】(2分)WhatisNOTanexampleofculturaldifferences?()。A.Thecurrencyweusetopayforthings.B.Howweusegestures.C.HowclosewestandtoeachotherinabusinesssettingD.Howwespeaktoandtouchourfriends.3【單選題】(2分)Youshouldalwaysaddressadultsfromotherculturesbytheir().A.LastnameB.MiddlenameC.FirstnameD.Nickname4【單選題】(2分)Thebestwaytodevelopculturalawarenessistostepbackandtakealookatyourself.Thismeans().A.Youshouldlookinamirrorandmakesureyourhairiscombedandyouarepresentable.B.Youshouldstepbackandgiveenoughpersonalspacewhenspeakingwithguests.C.Youshouldtrytounderstandhowpeopleseeyou.D.YoushouldpracticeyourEnglishsopeoplewillunderstandyoubetter.5【單選題】(2分)Iwouldlike()yourreservation.A.ConfirmingB.ConfirmC.ToconfirmingD.Toconfirm6【單選題】(2分)GoodMorning,()Ihelpyou?A.WouldB.MustC.AmD.May7【單選題】(2分)()isakindofservicesoritemsofferedtoguestsorplacedinguestroomsforconvenienceandcomfortandatnoextracost.A.VIPserviceB.HousekeepingC.RoomserviceD.Amenity8【單選題】(2分)Aftergreetinganewguest,thereceptionist’sfirstactionshouldbeto().A.CallthebellmanB.Checktheguest’sreservationC.AsktheguesttoregisterD.Asktheguestthelengthofhisstay.9【判斷題】Resortsaregenerallyinavacationsettingcenteredaroundarecreationorattractionsuchasskiing,golf,themepark,orbeachgetaway.（）A.錯B.對10【判斷題】Havinggoodcustomerserviceskillscanhelpyoucommunicateinasensitiveandflexiblemannerwithpeoplefromothercultures.（）A.對B.錯第二章測試1【單選題】(2分)Stereotypesareideasandopinionswebelievearetrueabout().A.AmericansB.AlloftheaboveC.OldpeopleD.Women2【單選題】(2分)Yourattitudeshowsthroughinyourtoneofvoice.Toshowyouareinterested,youshould().A.Speakquicklytoshowyou'reexcitedB.RaiseandloweryourvoicetoemphasizecertainpointsC.SmileandspeakinadefensivetoneD.Speakinamonotone3【單選題】(2分)There’sanew()restaurantinthehotel.A.ChinishB.ChinaC.ChineseD.Alloftheabove4【判斷題】Allteenagerslikepunkmusicandsmoke.（）A.對B.錯5【判斷題】Thatguyhasaoldsuit,sohemustbepoor.（）A.錯B.對6【判斷題】SomewomentravelersmaybeinterestedintheSpaandthegiftshop.（）A.對B.錯7【判斷題】Americansonlyliketoeathamburgersandpasta.（）A.對B.錯8【單選題】(2分)Beforetheinterview,pleaseensure().A.Informyourselfonthecompanyandindividualhotel.B.PrintyourCVandotherrelevantdocument.C.Prepareyourselftoanswerquestionsthatarelikelytobeasked.D.Alloftheabove9.【多選題】正確答案：ABCDDuringtheinterview,youmay().A.PresentyourprojectsandachievementsB.Presentyourexperiences,includingtravel,volunteerassignmentsandschoolclubsC.PresentyourselfprofessionallyD.Presentyourrelevantwork10【單選題】(2分)Interviewquestionsaregenerally()questions.A.Fact-relatedB.Behavior-relatedC.Truth-relatedD.History-related第三章測試1【單選題】(2分)IntheTripleA'sofglobalservice,“Adaptability”means().A.Beingabletoadapttoservingpeoplefromdifferentcultures,andnotreacting.B.Reactingtodifferentsituationsinaflexiblemannerandchangingthewayyouinteractwithpeoplefromdifferentcultures.C.Beingflexibleandnotgettingangrywithpeoplefromothercultures.D.Noneoftheabove.2【單選題】(2分)Whengreetingaguest().A.Acknowledgingtheguestimmediatelyisthemostimportantthing.B.Alloftheaboveareequallyimportant.C.Greateyecontactisthemostimportantthing.D.Greetingyourguestwarmly,sincerelyandwithasmileisthemostimportantthing.3【單選題】(2分)Peoplewillfeelcomfortablewhen().A.Youshowthemexcitementandhowhappyyouare.B.Youdoyourjobefficientlywithminimaltalk.C.Youspeaktothemappropriatelyonmeetingortakingleave.D.Youkeepsocialdistancewiththem.4【單選題】(2分)Ifsomeonehaswaitedforyoutohelpthem,youshould().A.Reporttoyoursupervisor.B.Alwaysthanktheguestfortheirpatiencewhilewaiting.C.Givethemabigsmileandhelpthemassoonaspossible.D.Smileandnod.Alwaysstopwhateveryouaredoing.5【單選題】(2分)Whenservingpeoplefromothercountries,youshould().A.GivethemevenmoreattentionthanlocalguestsB.KeepadistancefromthemC.TreatthemasyouwouldliketobetreatedD.Adaptyourserviceandlanguagetothem6【判斷題】MostGermansdemandgoodmanners,sousetheirtitleandlastnameunlessinvitedtousetheirfirstnames.（）A.錯B.對7【判斷題】Usually,Russianstakegreatprideintheircountry,lovethearts,andplaceahighA.錯B.對8【單選題】(2分)Anytimeaguestcomeswithin()ofastaffmember,thestaffmembershouldmakefriendlyeyecontactandgivethemawarmsmiletoacknowledgethem.A.7feetB.5feetC.10feetD.15feet9【單選題】(2分)Anytimeaguestcomeswithin()ofastaffmember,thestaffmembershouldaddasinceregreetingorgesturetothesmileandeyecontact.A.7feetB.5feetC.15feetD.10feet10【判斷題】Usingtitlesandsurnamestocallyourguests.（）A.錯B.對第四章測試1【單選題】(2分)Peoplewillavoid()inlineupsorelevatorsbecausetheyfeelinsecureaboutotherpeopleintheirpersonalspace.A.EyecontactB.TouchingC.TalkingD.Shakinghands2【單選題】(2分)Whenmeetingsomeone,youshouldmake()secondsofeyecontact,and4-5secondsatatimeduringconversation.A.1-2B.4-5C.3-4D.2-33【單選題】(2分)Wheninconversation,agoodamountofpersonalspacewouldbe().A.2FeetB.ArmslengthC.1.5MetersD.5Feet4.【多選題】正確答案：ABCDSignalsthatsomeoneis“strongandconfident”are().A.StandingtallwithshouldersbackB.UsingpurposefulanddeliberategestureswithhandsandarmsC.Slow,clearspeechwithalowertoneofvoiceD.Solideyecontactwith“smiling”face5【判斷題】Overhalfofhowwecommunicateisthroughbodylanguage.（）A.對B.錯6【判斷題】Amessagewillseeminsincereiftheverbalandnon-verbalmessagesinconsistent.（）A.錯B.對7【判斷題】Alinecook'smainresponsibilityistopreparesaladsanddesserts.（）A.對B.錯8【判斷題】Asimpletechniquetoimproveeyecontactistolookintoaperson'seyeslongenoughtonoticewhatcolortheyare.（）A.對B.錯9【判斷題】Agoodhandshakemeanshandsconnectwebtoweb,isfirmbutnottoostrong,goesinanupdownmotionlasting3-4seconds,allwhilemakingeyecontact.（）A.對B.錯10【判斷題】Touchistheleastpowerfulformofnon-verbalcommunication.（）A.錯B.對第五章測試1【單選題】(2分)Laundryservice是指().A.預定服務B.洗衣服務C.訂餐服務D.送餐服務2【單選題】(2分)AsaRoomAttendant,whatisagoodwaytoannounceyourselfwhenyouknockonaguestroomdoor?().A.“Housekeeping,mayIcomein?”B.“Goodmorning,housekeeping”C.“Housekeeping”D.Alloftheabove3【單選題】(2分)Criticalthinkingmeans().A.TothinkforlongtimeaboutthingsB.Toquestioneverythingyousee,hear,readexperienceandnottakethingsatfaceC.TobecriticalofotherpeopleD.Tonotbelievewhatpeoplesayanddountilyoucanproveittrue4【單選題】(2分)Respondtothestatement:“Ineedmoretowels.”()A.Sure,whynot?B.Whydoyouneedmoretowels?C.Whatroomareyouin?D.Howmanytowelswouldyoulike?5【單選題】(2分)Thefirststepinactivelisteningisto().A.PrepareyourselfmentallytogiveyourfullattentionB.UsesmallverbalcommentsC.PayattentiontothespeakerandshowopenbodylanguageD.Providefeedback6【單選題】(2分)ProvidingfeedbacktothespeakerdoesNOTinclude().A.Summarizingorparaphrasingthespeaker'smessageB.AddingyourownideastotheirmessageC.GivingthemyourinterpretationofwhattheyjustsaidD.Askingquestionsifyoufeelyouneedmoreinformation7【判斷題】Activelisteningallowsthelistenertounderstandandevaluatetheyhearusingbothverbalandnon-verbalmessages.（）A.錯B.對8【判斷題】Youshouldtrytoguesswhataspeakerwillsaynextandformulateyourresponsewhiletheyaretalking.（）A.錯B.對9【判斷題】Maintainingeyecontactandmirroringexpressionsarewaystoshowinterestinwhatthespeakerissaying.（）A.錯B.對10【判斷題】Onewaytomaintainmentalfocuswhilelisteningtoaspeakeristomentallyrepeatwordstheyaresayingastheysaythem.（）A.錯B.對第六章測試1【單選題】(2分)Excuseme,sir.Youneedto()theform.A.fillforB.fillonC.fillinD.fillof2【單選題】(2分)Wearelookingforwardto()youagain.A.SeeingB.SeesC.SawD.See3【單選題】(2分)()isalistoffoodandbeverageitems.A.NoteB.WishC.MenuD.Want4【單選題】(2分)WhatelementsareNOTpartofagoodfirstimpression?()A.Keepingthingspositive.B.Gettingtoknowsomeonebytalkingwiththemagain.C.Makingeyecontact,smilingandshakinghandsD.Straighteningyourpostureandleaninginslightly.5【單選題】(2分)WhatareNOTacceptable“smalltalk”topics?()A.Theweather,travelplansandtheweekend.B.ThingsincommonC.TV,movies,andtheInternet.D.Religionandpolitics.6【判斷題】OnAverage,youhaveonly7secondstomakeagoodfirstimpression.Mosttimes,peoplehavepositiveornegativeimpressionofyouwithin3seconds.（）A.錯B.對7【判斷題】EuropeansandNorthAmericansculturesoftenusesmalltalktobreakuncomfortablesilenceswhensomeoneisintheirsocialorpersonazones.（）A.對B.錯8【判斷題】Askingabouthowmuchapersonmakesisacceptablesmalltalk.（）A.對B.錯9【判斷題】Askingsomeone'sageisacceptablesmalltalkontheirbirthday.（）A.錯B.對10【判斷題】Shiftingthefocusofastatementfromsomeonebackontoyourselfcanmakeyouseemmorepolite.（）A.對B.錯第七章測試1【單選題】(2分)Peoplegenerallytravelforaspecificpurpose.Thatpurposewilldeterminewherethey'llstayandhowthey'llspendtheirtimewhenawayfromhome.Assuch().A.Theywillwantyoutorecommendthings,andsuggestamenitiesandattractions.B.Theywillhavedifferentneeds,wantdifferentamenitiesandhavedifferentserviceexpectations.C.Straighteningyourpostureandleaninginslightly.D.Iftheyareonbusiness,youshouldgiveprompt,efficientserviceandavoidsmalltalk.2【單選題】(2分)Typicalamenitiesatahotel,insidetheroominclude().A.Refrigerator,stove,exercisemachineandtowelsB.Atelevision,icedispenser,vendingmachinesandInternetaccessC.Towels,toiletriesandInternetaccessD.Recreation,swimmingpool,andvendingmachines3【單選題】(2分)A()isaplaceofinterestwheretouristsvisit,typicallyforitsinherentoranexhibitednaturalorculturalA.HotelB.TouristattractionC.ThemeparkD.Resort4.【多選題】正確答案：BCDIfyourguestwantstogosomewhereinthecity,youcangivethemamaporevendrawonewithafewlocationstheymaywanttovisit.Makesureto:().A.Noneoftheabove.Simplygivethemthemapandpolitelyaskiftheyneedataxi.B.Bedirectwhendirecting.C.WritebothEnglishandthelocallanguagesotaxidriverscanreadit.D.Givedirectionsfromtheguest'sperspective.5【判斷題】Nomatterwhatjobyouhaveinahotel,youareasalesperson.（）A.對B.錯6【判斷題】Youcanaddmeaningtoyourmessagebyplacingthestressonanadjective.（）A.對B.錯7【判斷題】Ratingsystemsareusedtoletpeopleknowwhatahotelgenerallyoffers.（）A.錯B.對8【單選題】(2分)()assistsguestwithrestaurantreservations,ticketsforentertainmentvenuesandarrangingtransportation.A.RoomattendantB.DoorattendantC.ConciergeD.Bellattendant9【判斷題】Usinglandmarkscanmakeitmoredifficulttogivedirections.（）A.錯B.對10【判斷題】Whenofferingdirectionsinahotel,manytimesitispolitetoleadguesttotheirdestination.（）A.錯B.對第八章測試1【單選題】(2分)Whatdepartmenthascontactwiththeguestduringallfourstages?()A.HousekeepingB.FBC.FrontOfficeD.Leadership2【單選題】(2分)Whatarethethreerequirementsfordealingwithquestions?()A.Listen,care,andtellthetruth.B.Useactivelisteningskillsandgivefeedback.C.Bepolite,behonestandrememberyourepresentthehotel.D.Listencarefully,telltheguestwhatyourmanagert