High-quality customer service is preached（宣扬）by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞满了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(业余兼职的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
【小题1】Why are store managers often the last to hear complaints?
| A．Most shoppers won’t complain even if they have had unhappy experiences. |
| B．It is difficult for customers to have easy access to store mangers. |
| C．Few customers believe the service will be improved after their complaints. |
| D．Shoppers would rather tell their unhappy experiences to people around them. |
| A．The same products can be bought in other retail stores. |
| B．It is not likely the shopper can find the same products in other stores. |
| C．New customers are sure to replace old ones. |
| D．Not complaining to the manager causes the shopper some trouble too. |
| A．Hiring of efficient employees. |
| B．Manners of the salespeople. |
| C．Huge supply of goods for sale. |
| D．Design of the store display. |
| A．voice their dissatisfaction to store managers directly |
| B．settle their disagreements with stores in a friendly way |
| C．put pressure on stores to improve their service |
| D．shop around and make comparisons between stores |
【小题1】D
【小题2】A
【小题3】B
【小题4】A
解析试题分析：这篇材料讲的是超市改善服务的问题，按内容可分为改善原因、改善内容和改善方法三个部分。
【小题1】细节题：第二段讲到了Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints.，大意是顾客很少会向经理们抱怨，而是会提醒(alert)他们的朋友、亲戚、同事等。这里的alert也就是向人抱怨、劝其不要去该商场的意思。所以顾客们实际上经常抱怨，只是抱怨对象不是经理，而是身边的人，选D
【小题2】句意理解题：从前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知这些抱怨让零售商头疼但是顾客很高兴，因为他们在其他的商店可以买到同样的商品。选A
【小题3】细节题：第四段列举了几种能够减少头疼(relieve the headaches，也就是减少顾客的不满)的方法，分别是redesigning store layouts(对应D), pre-stocking sales items(对应C), hiring speedy and experienced cashiers(对应B), and having sales representatives on hand to answer questions(与A稍有关系)。此后的一段指出最为重要的是销售人员能够圆滑而礼貌地应对愤怒的顾客。选B
【小题4】推理题：在最后一段，作者从顾客的角度分析如何改善购物体验，第一句就提出了建议：filing complaints to the retailer，file作为动词，是“提出”，用在这里指向零售商投诉、抱怨，而retailer指的是商场主或经理。A
考点：考查社会现象类短文
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口算心算速算应用题系列答案科目：高中英语 来源： 题型：阅读理解
Recently the busiest person on the Internet is absolutely Yuanfang, a fictional figure from the Chinese TV series “Detective Di Renjie”. In the TV series, Li was often asked by Di, “How do you see it, Yuanfang?” Then, the dialogues between them help advance the plot. Now, the casual pet phrase is used as many as 2.5 million times by netizens in a single day, according to statistics.
In fact, it is not the first popular sentence pattern on the Internet. Many other types of popular network words include those evolved from “the slogans of Vancl(凡客网)” and actor’s lines of “The Legend of Concubine Zhen Huan”.
The explosive spread of the sentence “How do you see it, Yuanfang?” again proved the vast power of the network spread. The appearance of a buzzword(流行词) on the Internet may be coincidental, but the spread of numerous buzzwords has started a social and cultural phenomenon. It is more noticeable that the spread is not a deliberate choice but by chance. Usually, everyone has known about it, except the one concerned.
The appearance of buzzwords is resulting from the agreement of netizens. If something is new and interesting enough, it will cause public attention.
The rise of these buzzwords also benefits from their strong “adhesive(粘着的) force”. After analyzing these buzzwords, we find that they have a common character, namely “novel in structure but empty in content”. Therefore, any concrete contents can be added in these buzzwords, creating fantastic results.
Taking the “Yuanfang-style” as an example, its popularity displayed a social mentality of questioning. Although it seems a little funny to ask “Yuanfang”, a fictional character, and some people even find it boring. This way of asking a question reveals a valuable quality-listening. The Internet provides a space for everyone to express their views, but it also causes controversies. What’s your opinion, Yuanfang?
【小题1】We can learn from the passage that Yuanfang .
| A．is the busiest person in modern industrial societies |
| B．plays an important role in a Chinese TV series |
| C．is a fictional figure currently popular with netizens |
| D．starts a social and cultural phenomenon by himself |
| A．a choice made on purpose | B．a choice made by accident |
| C．a choice done in person | D．a choice done at ease |
| A．The dialogues between Di Renjie and Yuanfang help understand the network buzzwords. |
| B．The “Yuanfang-style” suggests once again that the power of the network spread is quite vast. |
| C．The spread of numerous buzzwords has started a social development of structure and content. |
| D．The result of the netizens’ agreement directly leads to the rise of some socially strong problems. |
| A．People benefited from the Internet on which they can learn a lot about real society. |
| B．People learned about some controversies from the Internet and decided to deal with them. |
| C．People provided a space through which they can display their own criminal mentality. |
| D．People found out a place where they can question and express their different views. |
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科目：高中英语 来源： 题型：阅读理解
Women turn to online shopping
Women have jumped ahead of men for the first time in using the Internet to do their holiday shopping，according to a study published last week in the US.
For years men have been more likely to shop on the Internet than women，but during the 2004 holiday season 58 percent of those making online purchases were women.
“It shows how mainstream the Internet is becoming”，said Lee Rainie，a director of the Pew Internet and American Life Project group，which carried out the study.
Rainie said it was only a matter of time before women shoppers caught up with men. This is because women traditionally make decisions about spending.
Users were more likely to shop online to save time. Internet users between the ages of 18 and 29 were responsible for some of the most dramatic（显著的）increases in the online gift-buying population this time around.
However，three-quarters of the US Internet users did not buy holiday gifts online in 2004．They worried about credit card security，or just compared online prices with off-line prices，then dashed off to the shops to get the best deals.
“But even if shoppers don’t buy online，websites are becoming promotion tools for stores，”said Dan Hess，vice president of Comscore Networks Inc．Hess said that actually most stores’ websites can make shoppers fully believe the security of their credit card numbers. And most are able to ensure that gifts arrive on time.
“It’s all about making the shopping experience more efficient，more reliable and more comfortable，” Hess said.
【小题1】Which of the following statements is true?
| A．There were fewer women online shoppers than men in 2004． |
| B．Most of the Internet users between the ages of 18 and 29 are women. |
| C．People in the US were more likely to buy gifts online. |
| D．More women shopped online than men in 2004. |
| A．men usually decide how to spend money in the family |
| B．women usually decide what to buy in the family |
| C．the Internet is used in all the shops. |
| D．more and more shops will sell their goods online. |
| A．American people only buy gifts in holidays. |
| B．Shopping online is fun for women. |
| C．Shopping off-line provides better service. |
| D．Young people like to do gift-shopping online. |
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科目：高中英语 来源： 题型：阅读理解
Traditional fairytales are being abandoned by parents because they are too horrible for their young children, a study found.
Research revealed one in five parents dislike old classics such as Snow White and the Seven Dwarves and Rapunzel and are in favor of more modern books. One third of parents said their children have been left in tears after hearing the horrible details of Little Red Riding Hood. And nearly half of mothers and fathers refuse to read Rumplestiltskin to their kids as the themes of the story are about kidnapping and crimes. Similarly, Goldilocks and the Three Bears was also a tale likely to be left on the book shelf as parents felt it forgives stealing.
The survey of 2,000 adults was conducted to mark the launch of the hit US drama GRIMM, which starts tonight at 9pm on Watch, and sees six episodes based on traditional fairytales. The survey found a quarter of parents questioned wouldn’t consider reading a fairytale to their child until they had reached the age of five, as they prompt too many awkward questions from their children.
Steve Hornsey, General Manager of Watch, said: “Bedtime stories are supposed to calm down children and send them off to sleep soundly. But as we see in GRIMM, fairytales can be dark and dramatic tales so it’s understandable that parents worry about reading them to young children.”
“As adults we can see the innocence in fairytales, but a five-year-old child with an over active imagination could take things too seriously. Despite the dark nature of classic fairytales, as we see in GRIMM, good will triumph over evil and there is always a moral to the story.”
The study also found two thirds of mums and dads try to avoid stories which might give their children nightmares.
However, half of parents said traditional tales are more likely to have a strong moral message than a lot of modern kids’ books, such as The Gruffalo, The Hungary Caterpillar and the Mr. Men books.
【小题1】Why don’t some parents want to read Rumplestiltskin to their kids?
| A．Rumplestiltskin forgives stealing |
| B．Rumplestiltskin is too difficult |
| C．Rumplestiltskin is too long |
| D．Rumplestiltskin may have bad influence on Children |
| A．a fairytales book |
| B．a movie for children |
| C．a play loved by children |
| D．a drama based on traditional fairytales |
| A．There is a moral to a classic fairytale. |
| B．Fairytales are dark. |
| C．Adults take fairytales too seriously. |
| D．Fairytales are not good for children's sleep. |
| A．Optimistic | B．Not mentioned | C．Casual | D．Disapproving |
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科目：高中英语 来源： 题型：阅读理解
Deputy Agriculture Secretary Kathleen Merrigan sees an epidemic(流行病) sweeping across Americas farmland. It has little to do with the usual challenges, such as flood, rising fuel prices and crop-eating insects. The country’s farmers are getting older, and there are fewer people standing in line to take their place. National agricultural census(普查) figures show that the fastest-growing group of fanners is the part over 65. Merrigan is afraid the average age will be even higher when the 2012 statistics are completed.
Merrigan, a former college professor, is making stops at universities across the country in hopes of encouraging more students to think about careers in agriculture. Aside from trying to stop the graying of .America’s farmers, her work is made tougher by a recent blog posting that put agriculture at No.1 on a list of “useless” college degrees. Top federal(联邦的) agriculture officials are talking about the posting, and it has the attention of agricultural organizations across the country.
“There couldn’t be anything that’s more incorrect.” Merrigan said. “We know that there aren’t enough qualified graduates to fill the jobs that are out there in American agriculture.”
“In addition, a growing world population that some experts predict will require 70% more food production by 2050,” she said.
“I truly believe we're at a golden age of agriculture. Global demand is at an all-time record high, and global supplies are at all-time record lows,” said Matt Rush, director of the Texas Farm Bureau. “Production costs are going to be valuable enough that younger people are going to have the opportunity to be involved in agriculture.”
The Department of Agriculture has programs aimed at developing more farmers and at increasing interest in locally grown food. The National Young Farmers’ Coalition has also been pushing for state and federal policy changes to make it easier for new farmers.
Ryan Best, president of Future Farmers of America, has been living out of a suitcase, traveling the country and visiting with high school students about careers in agriculture. The 21 -year-old Best hopes his message-that this is a new time in agriculture-will motivate the next generation to turn around the statistics. “Never before have we had the innovations(创新) in technology which have led to agriculture in this country being the most efficient it has ever been,” he said. “There’s really a place for everybody to fit in.”
【小题1】What is the new challenge to American agriculture?
| A．Fewer and older farmers. | B．Higher fuel prices. |
| C．More natural disasters. | D．Lower agricultural output. |
| A．To draw federal agriculture officials’ attention. |
| B．To select qualified agriculture graduates. |
| C．To clarify a recent blog posting. |
| D．To talk more students into farming careers. |
| A．the government will cover production costs |
| B．global food supplies will be even lower |
| C．investment in agriculture will be profitable |
| D．America will increase its food export |
| A．To re-analyze the result of the national census. |
| B．To increase agricultural production. |
| C．To bring down the average age of farmers. |
| D．To invest more in agriculture. |
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科目：高中英语 来源： 题型：阅读理解
Writer Jean Stafford scoffed, “Happy people don't need to have fun,” but studies show that the absence of feeling bad isn’t enough to make you feel good；you must try hard to find sources of feeling good. Research shows that regularly having fun is a key factor in having a happy life；people who have fun are 20 times more likely to feel happy.
Recently, I noticed a pattern among activities that people find fun：Have a mission. There’s something about having a playful purpose，of trying to achieve something that makes an activity more fun.
For example a friend told that she loved visiting flea markets（旧货市场）and antique stores to look for old globes-not fancy ones，but cheap ones. She has a rule that she'll never pay more than＄20. She’s the kind of person who loves wandering around in those kinds of shops in any case，but having a mission makes it more fun, less aimless.
For that matter，having a collection of any sort is a very popular way to have a mission. You get satisfaction whenever you find another piece of blue sea glass on the beach or another out-of-print book by Charlotte Yonge in an old bookstore.
Taking photos is a common way to incorporate(使并入) a mission into traveling. Not only does this help keep memories vivid, it also makes you more attuned（协调一致）to your environment while traveling. For example，during my most recent visit to New Haven，I had a lot more fun wandering around once I set myself the mission of taking tourist photos of my own romance.
Why is this true? The First Splendid Truth holds that to be happier，you have to think about feeling good and feeling right，in an atmosphere of growth. The more I’ve thought about happiness，the more surprised I’ve been at the importance of the “atmosphere of growth.” I think this is a huge engine of happiness, and when you have a mission, you create an atmosphere of growth whenever you pursue that mission.
Have you found a way to have a mission? What is it and does it boost your happiness?
【小题1】. According to the author, happy people____
| A．don't need to have fun |
| B．don't have to be occupied with work |
| C．can have 20 times more fun than others |
| D．are always finding sources of feeling good |
| A．making a comparison | B．presenting numbers |
| C．stating common sense | D．using examples |
| A．How to live happily |
| B．Where to look for fun |
| C．The importance of feeling good |
| D．Having a mission can make you happier |
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科目：高中英语 来源： 题型：阅读理解
Special Bridges Help Animals Cross the Road
----- Reported by Sheila Carrick
Why did the chicken cross the road？ To get to the other side. Most people know this joke. But recently, some people have been much more concerned with how the grizzly bear and mountain lion can cross the road. Millions of animals die each year on U.S. roads， the Federal Highway Administration reports. In fact， only about 80 ocelots, an endangered wild cat, exist in the U.S. today. The main reason？ Road kill. "Ecopassages" may help animals cross the road without being hit by cars. They are paths both over and under roads. "These ecopassages can be extremely useful, so that wildlife can avoid human conflicts, " said Jodi Hilty of the Wildlife Conservation Society. But do animals actually use the ecopassages？The answer is yes. Paul Beier of Northern Arizona University found foot marks left by mountain lions on an ecopassage that went under a highway. This showed that the lion used the passage. Builders of some ecopassages try to make them look like a natural part of an area by planting trees on and around them. Animals seem to be catching on. Animals as different as salamanders and grizzly bears are using the bridges and underpasses. The next time you visit a park or drive through an area with a lot of wildlife, look around. You might see an animal overpass！
【小题1】The writer uses the example of “ocelots” to show that_________.
| A．wild animals have become more dangerous |
| B．the driving conditions have improved greatly |
| C．the measure for protecting wildlife fails to work |
| D．an increasing number of animals are killed in road accidents |
| A．animals begin to realize the dangers on the road |
| B．animals begin to learn to use ecopassages |
| C．animals are crossing the road in groups |
| D．animals are increasing in number |
| A．wild animals may attack cars |
| B．wild animals may jam the road |
| C．they may see wild animals in the park |
| D．they may see wild animals on ecopassages |
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科目：高中英语 来源： 题型：阅读理解
While many young people may resist getting a "real job" or becoming independent, these are the things that make you happy and give you purpose. Some people underestimate the satisfaction of working, thinking they'll be miserable. The 20-somethings that do work are happier than those who don' t or are underemployed.
If you invest in your career early，you'll have longer to build it up. 70% of wage growth happens in the first 10 years, so you need to get the best job you can get and negotiate your salary. No one can be sure that people who will wait until their 30s to get going are expecting to experience later to catch up with those of their ages.
Many 20-somethings don't know what they want to do, so they hang around the house or in. low-level jobs waiting for the spirit to move them. Not making a choice is a choice. These 20-somethings think they are keeping their options open, but they are actually closing doors. Resumes start to look thin, their peers(同龄人) begin surpassing them and they may get stuck in underemployment.
It will take about 10,000 hours(or about five years)to really master their jobs. If you're wondering why colleagues seem so smart and confident, it's partly because they've been doing it longer. Young people should learn as much as they can in their first jobs and remember it will take some time to really get good.
The 20-something brain is still developing, which is in charge of critical emotion with reason. This, coupled with less on-the-job experience, means 20-somethings are more sensitive to surprise and criticism. They are more likely to take feedback personally. Step back and get some perspective. You're not going to be fired because your boss is angry. Hear the criticism and learn from it.
The brain doesn't fully mature until your mid-20s, particularly the parts that plan for the future and manage emotions. That doesn't mean you should sit around and wait for it to develop. In. fact, what you learn and experience in your 20s becomes hardwired into your brain and this is the best chance you have to change your brain and change how you think and react. What people do in their 20s determines who they'll be as adults.
【小题1】What is the best title of the passage?
| A．How You Spend Your 20s Will Define You. |
| B．The 20-something Brain Remains To Be Developed. |
| C．Young People Need Employment And Experiences. |
| D．Becoming Mature Should Invest In The Career. |
| A．Not all people resist becoming independent. |
| B．Adult responsibilities make you happier. |
| C．Not making a choice is a better policy |
| D．It takes chances to get good jobs. |
| A．multiplied by | B．recounted in. |
| C．composed of. | D．combined with. |
| A．Take feedback personally anytime and anywhere. |
| B．It is never too late to wait till a choice is made. |
| C．A lesson should be learned from criticism. |
| D．The satisfaction of working is not contented. |
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