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    The weather is not beautiful all of the time. Perhaps you can remember a day when had weather made you afraid. One kind of bad weather that frightens(惊吓)many people is called a thunderstorm(雷暴雨)。

      This is what happens when there is a thunderstorm. First you see a sudden flash(闪亮) of bright light. A few seconds later you hear a loud rumbling sound. This quick flash is called lightning, and the loud sound is called thunder. Lightning is colorful, but it can cause serious problems.

      Lightning is electricity that is moving very rapidly. It may be moving between a cloud and the ground, between two clouds, or between two parts of the same cloud. The lightning heats the air around it. This hot air expands(扩大)，or gets bigger, and it causes the air to move in waves which pass you in a series(系列), one after another. For this reason, you may hear many rumbles and not just one sound.

    1．A good title for this selection is　　   .

    A. Air Waves

    B. Lightning and People

    C. The Weather is Not Beautiful All of the Time

    D. Thunderstorms

    2．The word “rumble” in this passage means　　   .

    A. a sharp voice

    B. a loud and joyful sound

    C. a sudden flash

    D. a deep, heavy continuous sound

    3．When you hear thunder, you may hear a series of loud sounds and not one big sound. This is because　　    .

    A. the hot air moves between two clouds

    B. the air waves pass one after another

    C. the thunder comes after the lightning

    D. the lightning comes after the thunder

    4．Which of these is NOT TRUE about thunder and lightning?

    A. Lightning may move between a cloud and the ground.

    B. Thunder is a very bright light in a thunderstorm

    C. Lightning is electricity.

    D. Lightning heats the air around it and causes the air to move in waves.

    5．Lightning always moves　　    .

    A. between two clouds　　　　　　　　  　　　　　　　　B. in waves

    C. in a series　　　　　　　　　　　　　　　　　　　　  D. rapidly

     

    答案：D;D;B;B;D
    解析：

    		1、该题为主旨概括题。通读全文，抓住信息句One kind of bad weather that frightens many people is called a thunderstorm. This is what happens when there is a thunderstorm.可看出全文就是讲的雷暴雨的特征、形成。故D最为佳答案。

    2、该题为词义理解题。抓住信息句 This hot air expands or gets bigger and it causes the air to move in waves which pass you in a series, one after another. For this reason, you may hear many rumbles and not just on sound.可判断出rumble一词该在段中所表达的意思为D

    3、信息句为The lightning heats the air around it. This hot air expands(扩大)，or gets bigger, and it causes the air to move in waves which pass you in a series(系列), one after another.

    4、该题为细节理解题。应抓住文中有关闪电的信息句：This quick flash is called lightning, and the loud sound is called thunder. Lightning is colorful, lightning is electricity可以看出thunder中介声音而不光。故B答案为该题正确选项。

    5、该题为句意理解题。信息句为Lightning is electricity that is moving very rapidly.

     


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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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