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Everyone in business has been told that success is all about attracting and retaining(留住) customers. It sounds simple and achievable. But,   41   , words of wisdom are soon forgotten. Once companies have attracted customers they often    42   the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers     43    become carried away. They forget what they regard as the boring side of business---    44   that the customer remains a customer.
     45   to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the    46     company loses between 10 and 30 percent of its customers every year. In constantly changing    47    , this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.
Only now are organizations beginning to wake up to these lost opportunities and calculate the   48  implications.     49    the number of customers a company loses can make a big    50   in its performance. Research in the US found that a five percent decrease in the number of defecting(流失的) customers led to    51   increases of between 25 and 85 percent.
In the US, Domino’s Pizza estimates that a regular customer is     52    more than five thousand dollars over ten years. A customer who receives a poor quality product or     53    on their first visit and    54     never returns, is losing the company thousands of dollars in   55    profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer   56    is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to     57   them”, says Adrian Payne of Cornfield University’s School of Management. “Research suggests that there is a close relationship between retaining customers and making profits.     58     customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price    59   , and may provide free word-of-mouth advertising. Retaining customers also makes it   60  for competitors to enter a market or increase their share of a market.”
小题1:
A.in particularB.in realityC.at leastD.first of all
小题2:
A.emphasizeB.doubtC.overlookD.believe
小题3:
A.tend toB.contribute toC.appeal toD.devote to
小题4:
A.denyingB.ensuringC.arguingD.proving
小题5:
A.MovingB.HopingC.Starting D.Failing
小题6:
A.averageB.ordinaryC.normalD.usual
小题7:
A.marketsB.tastesC.prices D.expenses
小题8:
A.culturalB.socialC.financial D.economical
小题9:
A.Cutting upB.Cutting throughC.Cutting in D.Cutting down
小题10:
A.promise B.planC.mistake D.difference
小题11:
A.costB.opportunityC.profit D.budget
小题12:
A.worthyB.worthC.valueD.price
小题13:
A.serviceB.deliveryC.orderD.promotion
小题14:
A.as a resultB.on the wholeC.in conclusion D.on the contrary
小题15:
A.hugeB.potentialC.extra D.reasonable
小题16:
A.beliefsB.loyaltyC.interestD.habits
小题17:
A.alteringB.understandingC.keepingD.attracting
小题18:
A.EstablishedB.AssumedC.Respected D.Unexpected
小题19:
A.SensitiveB.friendlyC.flexibleD.agreeable
小题20:
A.unfairB.convenientC.difficult D.essential

小题1:B
小题2:C
小题3:A
小题4:B
小题5:D
小题6:A
小题7:A
小题8:C
小题9:D
小题10:D
小题11:C
小题12:B
小题13:A
小题14:A
小题15:B
小题16:B
小题17:C
小题18:A
小题19:A
小题20:C
文章讲述了很多公司把很多精力放在了吸引顾客的方面却很少去关注如何留住老客户。文章讲述了留住老客户的重要性。
小题1:B 短语辨析。A尤其;B实际上;C至少;D首先;这里是指事实上,明智的话经常被忘记。
小题2:C 代词辨析。这里是指这家公司忽视了另外一方面。
小题3:A 上下文串联。管理者往往会变得忘乎所以。
小题4:B 上下文串联。这里是指他们忘记了要保证顾客还是顾客。
小题5:D 上下文串联。这里是指不能留住顾客和吸引顾客会让公司失去很多。
小题6:A 形容词辨析。这里是指每个公司评价每年损失百分之10-30的顾客。
小题7:A 名词辨析。这里是指在不断变化的市场上,这是常有的事情。
小题8:C 形容词辨析。只有现在组织开始唤醒那些失去的机会,并计算出经济的影响。
小题9:D 上下文串联。一个公司失去的客户数量的减少可以产生很大的影响。
小题10:D 固定词组。Make a difference产生影响。解析同上。
小题11:C 名词辨析。在美国的研究发现人数减少5%(流失的)客户至利润25至85%的升幅。
小题12:B 上下文串联。一个普通的客户是价值5000美元以上的超过十年
小题13:A 上下文串联。一位顾客接收质量差的产品或服务,在首次访问以后结果就再也不来了、
小题14:A 上下文串联。解析同上、
小题15:B 形容词辨析。是指这样会让公司损失潜在的利润。
小题16:B培养顾客忠诚背后的逻辑是无法否认的
小题17:C 上下文串联。上文说很多公司聚焦于吸引顾客,却忘记了要留住顾客,keep表示留住。
小题18:A 上下文串联。已经留住的顾客倾向于购买更多的,是可以预见的成本通常低于新客户提供服务。
小题19:A 这里指这部分顾客对于价格并不敏感。
小题20:C 上下文串联。这里是指留住顾客让竞争对手很难进入你的市场。
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Some are  36  people in communication, struggling with  37 .
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I  41  a school prize –giving ceremony and the guest speaker was Andrew Becroft,  42 had a severe stutter (结巴 ) as a child .  43  allowing this to limit  him , he chose to overcome it. Now he is a famous judge . Not only  44  he become  successful, but he did so in a profession  45  he had to speak before others regularly. Had he not worked on his  46  ability, it would have been very limiting to his success in life and work.
Many people face far huger limitations, such as loss  47  legs or arms , being born extremely poor,  48 you do. But whatever the limitation, you’ll  49 find people who have overcome it. Helen Keller, who fell  50 and lost  her sight and hearing at 19 months old, worked hard to be a famous woman with great  51  . Mark Inglis lost both his legs in a mountain climbing accident,  52  has since climbed Mt. Everest.
If one of them had told you what they hoped to achieve, you would have nodded kindly while  53  thinking to yourself that they had no chance . And yet the results speak for  54  .
Though most of us will never have to face such challenges , yet most of us will never achieve to the  55  that these people have either if we never seriously think of what we can do.
小题1:
A.hopelessB.cheerfulC.carelessD.skillful
小题2:
A.sympathyB.securityC.relationshipsD.scholarships
小题3:
A.PersonallyB.ImportantlyC.GenerallyD.Fortunately
小题4:
A.believeB.acceptC.receiveD.think
小题5:
A.experienceB.accessC.challengeD.achieve
小题6:
A.preparedB.interviewedC.visitD.attended
小题7:
A.whichB.whoC.whomD.that
小题8:
A.Because ofB.Instead ofC. Due toD.Apart from
小题9:
A.didB.couldC.wouldD.had
小题10:
A.whatB.whichC.whereD.why
小题11:
A.communicatingB.readingC.actingD.speaking
小题12:
A.forB.fromC.ofD.in
小题13:
A.beforeB.thanC.untilD.as
小题14:
A.alwaysB.sometimesC.seldomD.never
小题15:
A.asleepB.illC.behindD.apart
小题16:
A.congratulationsB.impressionsC.achievementsD.rewards
小题17:
A.soB.butC.andD.or
小题18:
A.quietlyB.slowlyC.seriouslyD.carefully
小题19:A. yourself        B, ourselves         C. themselves       D. itself
小题20:
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科目:高中英语 来源:不详 题型:完形填空

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“Come back next week,” I hesitated a bit.
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he looked up at me.“It’s your turn,” he said.
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I learned how  18cures pain.And David showed me how one—without any  19 —can reach out to another person.All it takes is a shoulder to cry on,a  20 touch and an ear that listens.
小题1:
A.showed B.wentC.rose D.put
小题2:
A.missedB.lostC.loved D.respected
小题3:
A.preferring B.trying C.refusingD.expecting
小题4:
A.glanced B.stared C.wokeD.looked
小题5:
A.afterB.whenC.beforeD.until
小题6:
A.backB.shoulderC.faceD.hand
小题7:
A.cried B.smiledC.nodded D.wondered
小题8:
A.violinB.cards C.basketballD.chess
小题9:
A.silenceB.surpriseC.doubtD.trouble
小题10:
A.wise B.easyC.rightD.wrong
小题11:
A.now and thenB.more or lessC.once or twiceD.all the time
小题12:
A.game B.successC.cheat D.company
小题13:A.playing       B.competing            Carguing    D.fighting
小题14:
A.naturally B.suddenlyC.impatientlyD.angrily
小题15:
A.laughingB.singingC.talkingD.sleeping
小题16:
A.articlesB.compositionsC.emailsD.letters
小题17:
A.stopped B.arrived C.posted D.continued
小题18:
A.moneyB.time C.hate D.fame
小题19:
A.hopesB.actionsC.wordsD.complaints
小题20:
A.gently B.lovely C.livelyD.friendly

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科目:高中英语 来源:不详 题型:阅读理解

China has become Volvo's third largest market, with more of its car models to go on sale in the world's largest auto(汽车) market this year, Chief Executive Office (CEO) of Volvo Cars China said in Tianjin.
Alexander Klose, CEO of Volvo Cars China, told Xinhua at the Ninth Tianjin International Automobile Trade Show, being held from Friday to Wednesday.
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Up to the end of September, Volvo's global sales volume was up 12.5 percent year on year(同年比), compared with 52 percent year-on-year rise in China, he said.
Two new Volvo sales centers opened in Beijing within merely one week in early October, about two months after east China's ZhejiangGeely Holding Group Co acquired(购得)the Swedish brand from the US auto giant Ford for $1.5 billion in early August.
Klose said he was confident of seeing tremendous(巨大的) growth in China's auto market in the next five years. "As the Chinese government has increased the tax rate for large displacement (排量)cars already, we now have a lot of cars below three liters(升), and I think we'll stick to that strategy, as you can see now the XC60 which was introduced today is just two liters," he said.
"As the technology advances, we'll probably even see 1.6 liter engines or 1.5 liter engines in the future," he added.
Volvo Cars is not the only automaker hoping to take advantage of China's rapidly growing auto market.
Bentley, the famous British luxury(豪华) carmaker, will open a new sales center in China at Tianjin Thursday, which is the 11th one in China, according to a press release(新闻发布) by Shanghai-based Zenith Integrated Communications Corp (Zenith) Saturday at the auto show.
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小题1:The word underlined in the third paragraph would probably be___.      
A.shouted loudlyB.increased in large numbers
C.reduced rapidlyD.burned brightly
小题2:From this passage we can infer that ___.                       
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B.Volvo Cars is a world-famous carmaker in Britain.
C.Of all the auto sales volume Volvo sales volume is only number one in China
D.Volvo sales centers are developing very fast in China recently
小题3:The text is mainly about____.                       
A.China Becomes Volvo's 3rd largest market
B.Volvo Cars in China
C.Volvo Sales Volume in China
D.Carmakers in China
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A.OneB.TwoC.ThreeD.Four

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科目:高中英语 来源:不详 题型:阅读理解

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“Two full inches in the first three days!”
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One notable case a few years ago involved an electrical device called the Relaxacisor, which had been sold for reducing the waistline. The Relaxacisor produced electrical shocks to the body through contact pads. FDA took legal action against the distributor to stop the sale of the device on the grounds that it was dangerous to health and life.
Obviously, most of the devices on the market have never been the subject of court proceedings(法律诉讼),and new devices appear continually. Before buying, it is up to the consumer to judge the safety or effectiveness of such items.
小题1:It can be inferred that the ads mentioned in the text are            .        .
A.objectiveB.costlyC.unreliableD.illegal
小题2:Which of the following is TRUE according to the text?
A. The court is in charge of removing dangerous products.
B. New products are more likely to be questionable.
C. The production of a device must be approved by FDA.
D. The promoters usually just care about profits.
小题3:FDA can ask for the proof of safety and effectiveness of a product             
A.if it is a drug
B.if it is a device
C.if its consumers make complaints
D.if its distributors challenge FDA’s authority
小题4:The Relaxacisor is mentioned as                   .
A.a product which was designed to produce electricity
B.a product whose distributor was involved in a legal case
C.a successful advertisement of a beauty product
D.an example of a quality beauty product
小题5:The author intends to            
A.make consumers aware of the promoters’ false promises
B.show the weakness of the law on product safety
C.give advice on how to keep young and beautiful
D.introduce the organization of FDA

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科目:高中英语 来源:不详 题型:阅读理解



Most of my earliest childhood memories are of the beach — in the hot sun, building sandcastles, burying Dad in the sand.
Now the coast has a pleasant and relaxing attraction beyond words. I look forward to a windy cliff-top walk or a rainy day rock-picking just as much as those rare moments when I get to a short sleep in the sun. But there’s nothing more pleasurable than turning up at a beach to find it deserted.
These are my favourite secret beaches — ones either not well known or take a bit of effort to get to. Most of those listed scored highly in the Marine Conservation Society Good Beach Guide 2009; the others are too secret even for them.
Sennen Clove is just a mile northeast of Land’s End, the westernmost point of mainland England. It’s a beautiful spot, with white sands, deep green sea and amazing sunsets over the Isles (群岛) of Scilly, 28 miles away.
The west-facing beach is popular with surfers, with bigger waves and winds often found at the Gwenver end. There’s a beach restaurant with good views of the bay and the sunsets.
The smallest of Isles of Scilly, Bryher is a mile long, half a mile wide — and a natural wilderness of unbelievable scenery. Walk along the narrow sandy roads to the eastern seaboard and you come to two quiet beaches.
Green Bay has views over to the palm trees of Tresco’s Abbey Gardens, and a little further south is Rushy Bay, a beautiful beach facing the deserted island of Samson.
On Bryher, farm shops sell locally grown produce, and they trust you to leave the money in the pot. It’s that kind of place.
小题1:The best title for this passage is ________.
A.The Beautiful British Isles
B.Secret Beaches on the British Isles
C.The Most Pleasurable Place in Britain
D.My Experience of Searching Beaches
小题2:According to the passage, which of the following is TRUE?
A.The author is a tourist guide in a tourist agency.
B.The author likes walking on a rainy cliff-top most.
C.The author wrote the article to advertise for the beaches.
D.The author loves beaches that are not known to most people.
小题3:Which of the following maps can correctly describe the geography position?
(LE="Land’s" End    SC="Sennen" Cove        IS="the" Isles of Scilly)

小题4:In the author’s view, farmers on Bryher are ________.
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科目:高中英语 来源:不详 题型:阅读理解

It’s a nightmare for Huazhong University of Science and Technology (HUST): within a week,two students committed suicide by jumping off dorm buildings.对于整个华中科技大学来说,这简直就是场噩梦:一周之内,两名学生在宿舍跳楼自杀。
Officials from the university are reluctant to give interviews.校方官员们不愿接受采访。
“We had a hard time calming down students who were shocked at the suicides,” said Zhang Jingyuan,one official of HUST.
“Media coverage may arouse some students’ negative emotions again.Suicide can be contagious,” Zhang said.他说,“媒体的报道将会再次引发学生的消极情绪,自杀是会传染的。”
The university reacted promptly to the first suicide on October 23.对于今年10月23号发生的第一起自杀事件,华中科技大学迅速做出应急措施。
Advisors and class leaders conducted dorm-to-dorm checks to find students suffering depression.Then psychologists offered one-on-one counseling to them.辅导员和班长们走访了每个宿舍,找出遭遇抑郁的学生。然后,心理咨询师会为这些学生提供一对一的心理咨询。
Notice boards publicizing tips for identifying peers’ mental problems and offering help were set up in front of dorm buildings.Leaflets carrying similar information were handed out to each dorm.宿舍楼前竖起一些布告栏,为同学们普及关于如何发现身边人遭遇心理问题并提供帮助的小贴士。印有类似内容的小册子也被分发给每个寝室。
However,the second suicide came seven days later.然而,七天后,第二起自杀事件发生了。
Both students were described as men of few words.Their schoolmates didn’t see anything to indicate suicide.据周围人描述,这两名学生都很少言寡语。他们的同学都没有觉察到任何自杀前的征兆。
Zhang revealed that the two students had been bothered by mental disorders.But the school didn’t know this until the students’ close friends outside school and their parents unveiled the truth after the suicides.章劲元透露,这两名学生曾经饱受心理疾病的困扰。但是学校对此并不知情,他们校外的好友和家长也是在自杀事件发生后才说出实情。
According to Zhang,there are only three full-time counselors working in the university’s counseling center for its 60,000 students.He complained: “It’s unrealistic to rely only on counselors to detect students’ mental problems.”据章劲元说,全校共有六万名学生,但学校的心理咨询中心只有三位全职心理咨询师。他抱怨说:“仅仅依靠心理咨询师来察觉学生的心理问题,这是不现实的。”
Effective prevention comes from long-term education for life instead of temporary intervention to meet an emergency,said Hu Yi’an.Hu delivers a course of lectures on life and death at Guangzhou University.He worries that universities have paid little attention to education for life.有效的预防来自于长期的生命教育,而并非遭遇紧急状况时的临时干预,胡毅安(音译)说。他在广州大学教授以生命和死亡为主题的课程。他为各大高校给予生命教育的关注少之又少而担忧。
“Education for life helps students respect and love life so they won’t resort to ending their lives when they have difficulties,” said Hu.“生命教育可以帮助学生尊重、热爱生命,这样一来,当他们遇到困难的时候就不会选择结束生命了,” 胡毅安说。
According to Hu,the principles can be incorporated into everyday teaching.胡毅安还表示,这些观念可以融入到日常教学中去。
Hu is also concerned that some universities are conveying discriminatory message that will hold back students from seeking help.胡老师也很担心一些大学传递出带有歧视性的信息会使得学生们不愿去寻求帮助。
When HUST conducted the dorm-to-dorm examination,students with poor academic performance were paid special attention.In March,Peking University also released a controversial policy,which required teachers to have a chat with students “with biased thinking”.当华中科技大学校方挨个宿舍进行走访时,学习成绩较差的学生也被给予了特别关照。三月份,北京大学也推行了一项备受争议的政策,该新规要求教师们要找那些学生中的“激进分子”谈话。
However,Hu suggested that students step out of their comfort zone to seek real-life communication.
小题1:The underlined word “reluctant” in paragraph 2 probably means “       ”.
A.willingB.unhappyC.refusedD.decided
小题2:Which measure the university took to the first suicide is incorrect?
A.Conducting checks to find out the students’ depression.
B.Offering counseling to the students.
C.Setting up notice boards publicizing tips for identifying peers’ mental problems and offering help.
D.Handing out leaflets to each student.
小题3:Which of the following is right according to the text?
A.Officials of HUST were willing to give the details about the suicide.
B.HUST didn’t respond to the first suicide.
C.What the university about the suicide was a success.
D.Their close friends and parents did know the students had mental disorder.
小题4:What’s the main idea of the passage?
A.Two students of HUST committed suicide.
B.What can we do to prevent the student’s suicide?
C.The reasons why the students committed suicide.
D.The dangers in the universities in China.

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科目:高中英语 来源:不详 题型:阅读理解

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When is TEENSGIVING in SPRING2010?
SUNDAY, APRIL 25, 2010
Where is TEENSGIVING?                
All over New York City. Everyone will meet at the 92nd Street Y (92nd and Lexington) at 9:00 AM for the event kick-off. Then, all TEENSGIVING volunteers will disperse across the city to work with our partnering agencies where they will make a HUGE difference and have fun!
Who participates in TEENSGIVING?
Hundreds of teenagers from around the city. Teens come from the 92nd Street Y, various city schools, youth groups, and organizations in the area. In addition, many adult volunteers (aged 21 and older) will donate their time to TEENSGIVING in SPRING 2010.
What projects do participants do at the agencies?
Sample projects include painting park benches, planting gardens, visiting and playing with underprivileged children, assembling craft kits for children in hospitals, assisting at animal shelters, working at soup kitchens, delivering meals and celebrating with families at homeless shelters.  
Do I get anything for participating in TEENSGIVING?
Yes! Everybody benefits! Teen volunteers will receive *6 hours* of community service credit, good towards honor society, high school graduation and college application requirements. Adult volunteers will be “thanked” with a light breakfast, a gift certificate for their troubles, and the satisfaction of helping our city’s youth contribute to their community. In addition, all teen and adult volunteers will receive a cool TEENSGIVING in SPRING 2010 T-shirt.
This sounds awesome! How do I register for TEENSGIVING in SPRING2010? Interested teens and/or adults should e-mail the TEENSGIVING Coordinator Josh Hyman at jhyman@92Y.org(subjet:TEENSGIVING) to receive more information and to register for this fantastic event!
**Teens can also contact their school’s Community Service Advisor**
TEENSGIVING is sponsored by the 92nd Street Y.
小题1:TEENSGIVING is an event which is held ______.
A.fromtimetotimeB.onceeveryyear
C.everytwoyearsD.twiceayear
小题2:Teenagers may do all the following in the event EXCEPT ____
A.wateringflowers
B.cooking
C.cleaningstreets
D.takingcareofanimals
小题3:An adult volunteer may get ____ for his time devoted to TEENSGIVING in SPRING 2010.
A.communityservicecreditandaT-shirt
B.ahighschoolcertificateandalightbreakfast
C.aT-shirtandagiftcertificate
D.agiftcertificateandcommunityservicecredit
小题4:The writer’s purpose in writing this passage is to _______.
A.informreadersofsomefrequentlyaskedquestions
B.introduceTEENSGIVINGinSPRING2010toreaders
C.encouragereaderstoaskmorequestionsaboutTEENSGIVING
D.callonreaderstoparticipateinTEENSGIVINGinSPRING2010

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科目:高中英语 来源:不详 题型:阅读理解

In cities with rent control, the city government sets the maximum rent that a landlord (房东) can charge for an apartment. Supporters of rent control argue that it protects people who are living in apartment. Their rent cannot increase; therefore, they are not in danger of losing their homes. However, the critics say that after a long time, rent control may have negative effects. Landlords know that they cannot increase their profits. Therefore, they invest in other businesses where they can increase their profits. They do not invest in new buildings which would also be rent-controlled. As a result, new apartments are not built. Many people who need apartments cannot find any. According to the critics, the end result of rent control is a shortage of apartments in the city.
Some experts argue that the minimum wage law can cause problems in the same way. The federal government sets the minimum that an employer must pay workers. The minimum helps people who generally look for unskilled, low-paying jobs. However, if the minimum is high, employers may hire fewer workers. They will replace workers with machinery. Therefore, other things being equal, the number of workers that employers want decreases. Thus, critics hold the opinion that an increase in the minimum wage may cause unemployment. Some poor people may find themselves without jobs instead of with jobs at the minimum wage.
Supporters of the minimum wage say that it helps people keep their dignity. Because of the law, workers cannot sell their services for less than the minimum. Furthermore, employers cannot force workers to accept jobs at unfair wages.
Economic theory predicts the results of economic decision, such as decisions about farm production, rent control, and the minimum wage. The predictions may be corrected only if “other things are equal”. Economists do not agree on some of the predictions. They also do not agree on the value of different decisions. Some economists support a particular decision while others criticize it. Economists do agree, however, that there are no simple answers to economic questions.
小题1:There is the possibility that setting maximum rent may________.
A.cause a shortage of apartments
B.worry those who rent apartments as homes.
C.increase the profits of landlords.
D.encourage landlords to invest in building apartments.
小题2:We can safely say that rent control_________.
A.will always benefit those who rent apartments.
B.is unnecessary.
C.will probably bring inactive effects in the long run.
D.is necessary under all conditions
小题3:There will be the problem of unemployment if ________________.
A.the minimum wage is set too high..
B.the minimum wage is set too early.
C.the workers are unskilled.
D.the maximum wage is set for poor workers.
小题4:The passage tells us about _______________.
A.the relationship between supply and demand.
B.the possible results of government controls.
C.the necessity of government control.
D.the urgency of getting rid of government control.
小题5:Which of the following statements is NOT true?
A.The results of economic decisions cannot always be predicted.
B.Minimum wage cannot always protect employees.
C.Economic theory can help predict the results of economic decision if other factors are not changing.
D.Economists usually have the same prediction about an economic decision.

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