托業(yè)考試測驗題庫及參考答案考試時長：120分鐘滿分：100分托業(yè)考試測驗題庫及參考答案考核對象：托業(yè)考試考生（中等級別）題型分值分布：-單選題（10題，每題2分，共20分）-填空題（10題，每題2分，共20分）-判斷題（10題，每題2分，共20分）-簡答題（3題，每題4分，共12分）-應用題（2題，每題9分，共18分）總分：100分---###一、單選題（每題2分，共20分）1.Acompanyislookingforanewofficelocation.Whichofthefollowingfactorsismostimportantforthecompanytoconsider?A.ThecostofrentB.Thedistancefromthecompany’sheadquartersC.TheavailabilityofpublictransportationD.Thesizeoftheofficespace參考答案：A2.Amanagerasksanemployeetoprepareareportforthenextmeeting.Whatshouldtheemployeedofirst?A.AskformoredetailsaboutthereportB.StartwritingthereportimmediatelyC.Checkthecompany’sguidelinesforreportformattingD.Informthemanagerthatthetaskistoodifficult參考答案：C3.Acustomercallsacompanytocomplainaboutaproduct.Whichofthefollowingisthebestwayforthecustomerservicerepresentativetorespond?A.Ignorethecustomer’scomplaintB.TellthecustomerthattheproductisnottheirresponsibilityC.Listentothecustomer’scomplaintandofferasolutionD.Arguewiththecustomerabouttheissue參考答案：C4.Ateamisworkingonaproject,buttheyarenotmakingprogress.Whatshouldtheteamleaderdo?A.AssignmoretaskstotheteammembersB.MeetwiththeteamtodiscusstheproblemC.TerminatetheprojectbecauseitisnotworkingD.Blametheteammembersforthelackofprogress參考答案：B5.Acompanywantstoimproveitscustomerservice.Whichofthefollowingactionswouldbemosteffective?A.ReducethenumberofcustomerservicerepresentativesB.IncreasetheaveragewaitingtimeforcustomersC.TraincustomerservicestafftobemorehelpfulD.Closethecustomerservicedepartment參考答案：C6.Abusinessmeetingisscheduledfor10:00AM.Whichofthefollowingisthebesttimetosendaremindertotheparticipants?A.9:00AMthedaybeforethemeetingB.9:55AMonthedayofthemeetingC.10:05AMonthedayofthemeetingD.10:15AMonthedayofthemeeting參考答案：B7.Anemployeeisworkingonataskbutisunsureaboutthecorrectprocedure.Whatshouldtheemployeedo?A.IgnoretheuncertaintyandcompletethetaskanywayB.AskacolleagueforhelpC.AssumethetaskisnotimportantandskipitD.Reportthetaskasimpossibletocomplete參考答案：B8.Acompanyisplanningtolaunchanewproduct.Whichofthefollowingstepsshouldbetakenfirst?A.CreateamarketingcampaignB.ConductmarketresearchC.ProducetheproductD.Setthepriceoftheproduct參考答案：B9.Amanagerneedstodelegatetaskstoteammembers.Whichofthefollowingisthebestapproach?A.AssigntasksbasedonpersonalpreferencesB.GivealltaskstothemostexperiencedteammemberC.Dividetasksbasedoneachmember’sstrengthsD.Avoiddelegatingtaskstoanyone參考答案：C10.Acompanywantstoreduceitsoperationalcosts.Whichofthefollowingactionswouldbemosteffective?A.IncreasethenumberofemployeesB.BuymoreexpensiveequipmentC.StreamlineprocessestoimproveefficiencyD.Ignorecostsandfocusongrowth參考答案：C---###二、填空題（每題2分，共20分）1.Whenwritingabusinessemail,itisimportanttobe_______and_______.參考答案：clear,concise2.Inateammeeting,itispoliteto_______beforespeaking.參考答案：waitforyourturn3.Agoodcustomerservicerepresentativeshouldalways_______thecustomer’sproblem.參考答案：listento4.Toimproveproductivity,employeesshould_______theirtasksandprioritizethem.參考答案：organize5.Whenschedulingameeting,itisimportantto_______theparticipants’availability.參考答案：check6.Abusinessreportshouldincludeanintroduction,_______,andconclusion.參考答案：body7.Tosolveaproblemeffectively,itisnecessaryto_______therootcause.參考答案：identify8.Inaprofessionalsetting,itisimportanttodress_______.參考答案：appropriately9.Asuccessfulprojectrequiresgood_______andcommunicationamongteammembers.參考答案：coordination10.Whendealingwithadifficultcustomer,itisimportanttoremain_______and_______.參考答案：calm,professional---###三、判斷題（每題2分，共20分）1.Itisacceptabletobelateforabusinessmeetingifyouhaveagoodreason.(True)2.Abusinessemailshouldalwaysbewritteninaformaltone.(True)3.Itisimportanttoavoidgivingopinionsinateammeeting.(False)4.Agoodmanagershoulddelegatetaskstothemosttalentedteammember.(False)5.Itisokaytoignoresmallmistakesinabusinesssetting.(False)6.Abusinessreportshouldbeaslongaspossibletoshowthoroughresearch.(False)7.Itisimportanttofollowupwithcustomersafterasale.(True)8.Asuccessfulbusinessrequiresonlyluckandnoeffort.(False)9.Itisacceptabletouseslanglanguageinabusinessemail.(False)10.Agoodteamleadershouldalwaysmakedecisionswithoutconsultingothers.(False)---###四、簡答題（每題4分，共12分）1.Whatarethreeimportantqualitiesofagoodteamleader?答案：-Effectivecommunicationskills-Abilitytodelegatetasks-Fairnessandempathy2.Howcanabusinessimproveitscustomerservice?答案：-Traincustomerservicestaff-Offermultiplechannelsforcustomersupport-Respondpromptlytocustomerinquiries3.Whataretwocommonmistakestoavoidwhenwritingabusinessemail?答案：-Beingtooinformal-Notproofreadingforerrors---###五、應用題（每題9分，共18分）1.Scenario:Acompanyisplanningtoexpanditsoperations.Themanagementteamneedstodecidewhethertoopenanewbranchinadifferentcityorinvestinmoretechnologytoimproveefficiency.Questions:a.Whataretheprosandconsofopeninganewbranch?b.Whataretheprosandconsofinvestinginmoretechnology?c.Whichoptionwouldyourecommendandwhy?答案：a.Prosofopeninganewbranch:-Increasedmarketreach-Morelocalcustomers-PotentialforhigherrevenueCons:-Highercosts(rent,salaries)-Managementchallenges-Riskoffailureinanewmarketb.Prosofinvestingintechnology:-Improvedefficiency-Reducedcostsinthelongrun-BettercustomerexperienceCons:-Highinitialinvestment-Needfortrainingstaff-Riskoftechnologybecomingoutdatedc.Recommendation:Iwouldrecommendinvestinginmoretechnology.Whileopeninganewbranchhasitsbenefits,therisksandcostsaresignificant.Investingintechnologycanimproveefficiencyandreducecosts,leadingtobetterlong-termgrowth.2.Scenario:Acustomercallsacompanytocomplainaboutaproductthatarriveddamaged.Thecustomerservicerepresentativeneedstohandlethesituationprofessionally.Questions:a.Whatshouldtherepresentativedofirst?b.Howshouldtherepresentativerespondtothecustomer?c.Whatstepsshouldbetakentoresolvetheissue?答案：a.Therepresentativeshouldlistencarefullytothecustomer’scomplaintwithoutinterrupting.b.Therepresentativeshouldapologizefortheinconvenienceandexpressempathy.Forexample:-"Iamverysorrytohearthatyoureceivedadamagedproduct.Iunderstandhowfrustratingthatmustbe."c.Thestepstoresolvetheissueshouldinclude:-Offeringareplacementorrefund-Explainingtheprocessclearly-Followinguptoensurethecustomerissatisfied---標準答案及解析###一、單選題1.A–Costisaprimaryfactorinofficelocationdecisions.2.C–Followingguidelinesensuresaccuracyandprofessionalism.3.C–Listeningandofferingsolutionsimprovescustomersatisfaction.4.B–Discussionhelpsidentifyandsolveproblems.5.C–Trainingstaffenhancesservicequality.6.B–Earlyreminderreducestheriskofmissedmeetings.7.B–Seekinghelpavoidserrors.8.B–Researchensuresmarketviability.9.C–Matchingtaskstostrengthsimprovesefficiency.10.C–Streamliningprocessesreduceswaste.###二、填空題1.clear,concise–Clarityandbrevityarekeyinbusinesscommunication.2.waitforyourturn–Respectfulcommunicationisessential.3.listento–Understandingtheissueisthefirststep.4.organize–Prioritizationimprovesproductivity.5.check–Ensuringavailabilityavoidsschedulingconflicts.6.body–Awell-structuredreportneedsabodysection.7.identify–Solvingproblemsrequiresunderstandingthecause.8.appropriately–Professionalattirereflectsrespect.9.coordination–Teamworkdependsoncoordination.10.calm,professional–Handlingdifficultsituationsrequirescomposure.###三、判斷題1.True–Excusesareacceptableifreasonable.2.True–Formalityisexpectedinbusinessemails.3.False–Opinionscancontributetodiscussions.4.False–Delegationshouldbebasedonroles,notjusttalent.5.False–Smallmistakesshouldbeaddressed.6.False–Concisenessismoreimportantthanlength.7.True–Follow-upensurescustomerloyalty.8.False–Successrequireseffortandstrategy.9.False–Slangisunprofessionalinbusinessemails.10.False–Collaborationleadstobetterdecisions.###四、簡答題1.Threequalitiesofagoodteamleader:-Effectivecommunication:Clearlyconveyingexpectationsandfeedback.-Abilitytodelegate:Trustingteammemberswithtasks.-Fairnessandempathy:Treatingeveryoneequallyandunderstandingtheirperspectives.2.Howtoimprovecustomerservice:-Trainstaff:Equipthemwiththeskillstohandleinquiries.