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  Statuses are marvelous human inventions that enable us to get along with one another and to determine where we“fit”in society. As we go about our everyday lives, we mentally attempt to place people in terms of their statuses. For example, we must judge whether the person in the library is a reader or a librarian, whether the telephone caller is a friend or a salesman, whether the unfamiliar person on our property is a thief or a meter reader, and so on.

  The statuses we assume often vary with the people we encounter, and change throughout life. Most of us can, at very high speed, assume the statuses that various situations require. Much of social interaction consisits of identifying and selecting among appropriate statuses and allowing other people to assume their statuses in relation to us. This means that we fit our actions to those of other people based on a constant mental process of appraisal and interpretation. Although some of us find the task more difficult than others, most of us perform it rather effortlessly.

  A status has been compared to ready-made clothes. Within certain limits the buyer can choose style and fabric. But an American is not free to choose the costume (服装) of a Chinese peasant or that of a Hinduprince. We must choose from among the clothing presented by our society. Further more, our choice is limits to a size that will fit, as well as by out pocketbook (钱包). Having made a choice within these limits we can have certain alterations made, but apart from minor adjustments, we tend to be limited to what the stores have on their racks. Statuses too come ready made, and the range of choice among them is limited.

1.In the first paragraph, the writer tells us that statuses can help us ________.

[  ]

A.determine whether a person is fit for a certain job

B.behave appropriately in relation to other people

C.protect ourselves in unfamiliar situations

D.make friends with other people

2.According to the writer, people often assume different statuses ________.

[  ]

A.in order to identify themselves with others

B.in order to better identify others

C.as their mental processes change

D.as the situation changes

3.The word“appraisal”(Para. 2, Line 7) most probably means“ ________ ”.

[  ]

A.involvement
B.appreciation
C.assessment
D.presentation

4.In the last sentence of the second paragraph, the pronoun“it”refers to“ ________ ”.

[  ]

A.fitting our actions to shose of other people appropriately

B.identification of other people’s statuses

C.selecting one’s own statuses

D.constant mental process

5.By saying that“an American is not free to choose the costume of a Chinese peasant or that of a Hindu prince”(Para. 3, Lines 2-3), the writer means ________.

[  ]

A.different people have different styles of clothes

B.ready-made clothes may need alterations

C.statuses come ready made just like clothes

D.our choice of statuses is limited

答案:B;D;C;A;D
解析:

  1.B 第一段的大意是:身份是人类奇妙的发明,它使人恰当相处,帮助人们确定在社会中所“适合”的位置。日常生活中,我们头脑里经常根据别人的身份试着判断别人。例如,我们必须判别图书馆的这个人是读者,还是图书馆管理人员,打来电话的人是朋友还是推销商。登门拜访的不速之客是小偷还是抄表工等等。从中可以看出身份帮助作出判断,对自己,也对他人,因而在与人交往中,作出恰如其分的行为。应该说,B项符合题意。

  2.D 依据文章第二段第一行The statuses we assume often vary with the people we encounter, and change through life.说明我们采取的身份是随着接触的人的不同而改变,且一生都在变化。也就是说随着情形场合的变化改变我们的身份。因此选择项D符合题意,为正确答案。

  3.C 四个选择项的意思分别是:A.卷入,涉及;包含;B.欣赏,感谢;C.评价,鉴定;D.重现,提出。该生词出现在第二段第五行This means that we fit out actions to those of other people based on a constant mental process of appraisal and interpretation. 显然这里涉及到一个动脑过程,在作出interpretation(解释,阐述)之前自然需要评价或鉴定的环节。所以选择项assessment应该是最为接近的词义。

  4.A 该代词出现的上下文应该是文章第二段第五行This means that we fit our actions to those of other people based on a constant mental process of appraisal and interpretation. Although some of us find the task more difficult than others, most of us perform it rather effortlessly.第一个句子我们在3题中已解释过。在第二个句子中,“it”应该指代前面的“task”。而“task”最有可能指第一个句子中的主要成分,也就是“fit our actions to those of other people.”所以,A为正确选择。

  5.D 依据文章第三段第一行A status has been compared to ready-made clothes. 以及文章最后一句Statuses too come ready made, and the range of choice among them is limited. 作者说“an American is not free to choose the costume of a Chinese peasant or that of a Hindu prince”(一个美国人并不能随意选择中国农民的衣服或者Hindu王子的服装)。是说明身份的选择是受限制的。故D对。


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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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