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    阅读理解

    　　Stars have been significant(有意义的)features in the design of many United States coins and their number has varied from one to forty-eight stars. Most of the coins issued(发行)from about 1799 to the early years of the twentieth century bore thirteen stars reprinting the thirteen original colonies(殖民地).

    　　Curiously enough, the first American silver coins, issued in 1749, had fifteen stars because by that time Vermont and Kentucky had joined the Union. At that time it was apparently the intention of mint(铸)officials to add a star for each new state. Following the admission of Tennessee in 1796, for example, some varieties of half dimes, dimes and half-dollars were produced with sixteen stars.

    　　As more states were admitted to the Union, however, it quickly became apparent that this scheme(方案) would not prove practical and the coins from 1798 on were issued with only thirteen stars one for each of the original colonies. Due to an error at the mint, one variety of the 1808 half cent was issued with only twelve stars. But this is the result of a die(模具)break and is not a true error.

    (1)What is the main topic of the passage about?

    [　　]

    A．The teaching of astronomy in state universities.

    B．Stars on American coins.

    C．Colonial stamps and coins.

    D．The star as national symbol of the United States.

    (2)Which of the following can be inferred about the order in which Kentucky, Tennessee, and Vermont joined the Union?

    [　　]

    A．Vermont and Kentucky joined at the same time.

    B．Kentucky joined before Tennessee and Vermont.

    C．Tennessee joined after Tennessee and Kentucky.

    D．Vermont joined after Tennessee and Kentucky.

    (3)Why was a coin produced in 1808 with only twelve stars?

    [　　]

    A．There were twelve states at the time.

    B．There was a change in design policy.

    C．Tennessee had left the Union.

    D．The mint made a mistake.

    (4)Which of the following best describes the organization of the passage?

    [　　]

    A．A narrative account of coinage.

    B．An argumentative discussion of stars on the U.S. coins.

    C．A general statement followed by specific examples.

    D．According to the time arrangement.

    答案：B;C;D;C
    解析：

    　　(1)所讲的一切与硬币上的星星有关。

    　　(2)Tennessee比另两个州后加入联邦政府。

    　　(3)见本文最后两句。

    　　(4)提出一个论点，然后用论据说明。


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    科目：高中英语 来源：2011年普通高校招生考试浙江卷英语 题型：050

    阅读理解

    　　In the more and more competitive service industry it is no longer enugh pro? Customer satisfaction．Today, customer：”delight”is what companies are trying to achieve in order to keep and increase market share．

    　　It is accepted in the marketing industry, and confirmed by a number of reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated complaints are handled fairly will stay loyal．

    　　New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet．For example, many companies now have to invest(投资)a lot of money in information technology and sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

    　　“Many people do not like talking to machines,”days Dr, Storey, senior lecturer in Marketing at City University Business School．”Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with then, The aim is to make the customer feel they know you and that you can trust them-the sort of comfortable feelings people have during face-to-face chats with their local branch manager．”

    　　Recommended ways of creating customer delight include：under-promising and over-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”

    　　Reg? Customers; and always returning calls, even when they are compants．

    　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

    　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

    　　For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times．They are trained to answer quickly,? their name, job title and a “we are here to help”attitude．The company has invested heavily in information technology to make sure that information is available instantly on screen．

    　　British Airways also says its customer care policies are applied within the company and staff are? each other as customers requiring the highest standards of service．

    　　Customer care is obiously here to stay and it would be a foolish company that used slpgznd? as we do as we please”．On the other hand, the more customers are promised, the greater the risk of disappointment．

    (1)

    We can learn from Paragraph 2that ________．

    [　　]

    A．

    complaining customers are hard to satisfy

    B．

    unsatisfied customers receive better service

    C．

    satisfied customers catch more attention

    D．

    well-treated customers promote business

    (2)

    The writer mentions”phone rage”(Paragraph 3)to show that ________．

    [　　]

    A．

    customers often use phones to express their anger

    B．

    people still prefer to buy goods online

    C．

    customer care becomes more demanding

    D．

    customers rely on their phones to obtain services

    (3)

    What does the writer recommend to create customer delight?

    [　　]

    A．

    Calling customers regular

    B．

    Gibing a “thank you “note．

    C．

    Delivering a quicker service．

    D．

    Promising more gifts．

    (4)

    If a manager shoud show his empathy(Paragraph 6), what would be probably say?

    [　　]

    A．

    ”I know how upset you must be．”

    B．

    ”I appreciate your understandig．”

    C．

    ”I'm sorry for the delay．”

    D．

    ”I know it's our fault．”

    (5)

    Customer delight is important for airlines because ________．

    [　　]

    A．

    their telephone style remains unchanged

    B．

    they are more likely to meet with complaints

    C．

    the services cost them a lot of money

    D．

    the policies can be a?

    (6)

    Which of the following is conveyed in this article?

    [　　]

    A．

    Face-to-face service creates comfortable feelings among customers．

    B．

    Companies that promise more will naturally attract more cuatomer．

    C．

    A company should promise less but do more in a competitive market．

    D．

    Customer delingt is more important for air lines then for banks．

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