[简答题]Telephone banking is a service provided by a financial institution, which allows its customers to perform transactions over the telephone. Most telephone banking services use an automated phone answering system with phone keyboard response or voice recognition capability. To guarantee security, the customer must first provide a password in numbers or answer security questions asked by a live representative. With the obvious exception of cash withdrawals and deposits, it offers almost all the features of an automated teller machine.

[单项选择]
What service is provided only in the afternoon
A. (A) Renewal of driver’s licenses.
B. (B) Applications for new driver’s licenses.
C. (C) Driving tests.
D. (D) Blood tests.

[单项选择]Usually after-sale service is provided freely, because it is an important aspect of marketing strategy (策略).
A. 通常在商品出售后要提供免费的维修服务，因为这是一种十分重要的营销策略。
B. 通常售后服务是免费的，因为这是市场策略中的一个重要方面。
C. 售后服务通常是免费提供的，因为这是营销策略的一个重要方面。
D. 售后服务必须是自由方便的，否则就违背了市场策略。

[填空题]Telephone Etiquette
Proper Telephone Etiquette is more important than ever in today’s business environment. Much of our business communication takes place on the phone: in the office, at home, in the car, virtually anywhere. In this area, proper phone technique can make or break deals or relationships The following are some guidelines to help you use the phone as a powerful tool.
First is the greeting. When answering the phone for business, be sure to identify yourself (and your company, if applicable). (8) Thus, the other party does not think they have reached a wrong number.
Use proper phone etiquette from the start. You want to be sure to be polite to the gatekeepers i. e. secretaries, receptionists etc. that answer the phone for your business contacts, as they are the ones who have the power to put you through. They may sit outside the office, but they too have influence and power so a greeting such as "Good morning" is important. (9) S

[填空题]
The US banking system is not as tightly centralized as European systems. At its head we find the Federal Reserve Board (the "Fed"), which works through twelve regional Federal Reserve banks. The Board, (31) responsibility is directly to the Congress, is an independent agency, not subject to the orders of the President. But of course, a large amount of cooperation does exist (32) the White House and the Treasury on the one hand, and the Board on the (33)
Credit cards are issued by banks or certain organizations and may be used by the (34) to have purchases (goods or services such as meals, accommodation and travel) charged to a bank account. The account is (35) for the corresponding amount and the card holder is sent monthly statements of account.
Some credit cards are (36) internationally by many stores, hotels and restaurants. Cards ho