题目列表(包括答案和解析)
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,and often find out only when their regular customers decide to go often to their competitors,according to n study jointly conducted by Verde Group and Wharton School.
“Storytelling hurts retailers and entertains consumers,”said Paula Courtney,President of the Verde Group.“The store loses the customer, but the shopper must also find a replacement.”
On average,every unhappy customer will complain to at least four others,and will no longer visit the specific store.For every dissatisfied customer,a store will lose up to three more due to negative reviews.The resulting “snowball effect”can be very harmful to retailers.
According to the research,shoppers who purchased clothing encountered the most problems.Ranked second and third were grocery and electronics customers.
During peak shopping hours,some retailers solved the parking problems by getting part-time local police to work as parking attendants (服务员).Some hired flag wavers to direct customers to empty parking spaces.
Retailers can relieve the headaches by redesigning store layouts(布局),pre-stocking sales items,hiring speedy and experienced cashiers,and having sales representatives on hand to answer questions.
Most importantly,salespeople should be flexible and polite with angry customers.
“Retailers who're responsive and friendly are more likely to smooth over(缓解)issues than those who aren't so friendly.”said professor Stephen Hoch.“Maybe something as simple as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by complaining to the retailer,instead of complaining to the rest of the world. Retailers are finding it difficult to improve when they have no idea what is wrong.
72.Why are store managers often the last to hear complaints?
A.Most customers won't bother to complain even if they have had unhappy experiences
B.Customers would rather tell their unhappy experiences to people around them.
C.Few customers believe the service will be improved.
D.Customers have no easy access to store managers.
73.Shop owners often hire part-time police as parking attendants so that .
A.shoppers can stay longer in the store
B.shoppers won't have trouble parking their cars
C.shoppers won't have any worries about security
D.shoppers can find their ears easily after shopping
74.What contributes most to smoothing over issues with customers?
A.Manners of the salespeople. B.Hiring of efficient employees.
C.Huge supply of goods for sale D.Design of store layout
75.To achieve better shopping experiences,customers are advised to .
A.bring pressure to bear on stores to improve their service
B.settle their questions with stores in a flexible way
C.express their dissatisfaction to store managers directly
D.shop around and make comparisons between stoles
Price list for Expo 2010 Tickets
Phases
Types | Pre-sale Phase I 2009.03.02-2009.06.30 | Pre-sale Phase II 2009.07.01-2009.12.31 | Pre-sale Phase III 2010.01.01-2010.04.30 | Pre-sale Phase 2010.05.01-2010.10.31 |
Peak Day Single Day Admission | ¥170 | ¥180 | ¥190 | ¥200 |
Standard Day Single Day Admission | ¥130 | ¥140 | ¥150 | ¥160 |
3-Day Admission | N/A | ¥400 | ||
7-Day Admission | ¥900 | |||
Evening Admission | N/A | ¥90 | ||
Group Admission | For authorized travel agents only | |||
Student Group Admission | For authorized travel agents and education institutes only |
Note: Peak Days include “Labor Day” Holiday(May 1-3, 2010), “National Day” Holiday(Oct.1-7, 2010), and the last week before the closing date (Oct.25-31, 2010).
Uni Sports Club Memberships Making the most out of the sports opportunities and facilities at Surrey has never been easier! With 4 membership packages available from UniSPRTS there will be something that suits you.It is up to you to decide what you are interested in and how often you will use the facilities.As Surrey student you will be eligible for a number of special membership deals allowing you to participate in sport, exercise or dance for an unbelievable price! All memberships are available throughout the year and can be purchased from the Sport Centre. | |
Student Gold Card £95 Membership includes; Access to student club activities Student sports club insurance Unlimited use of the gym Free fitness classes Discounts on most dance and sport courses | Student Silver Card £85 Membership includes: Unlimited use of the gym Access to student club activities Student sports club insurance |
Student Bronze Card £75 Membership includes: Access to student club activities Student sports club insurance Free sport workshops | Public Associate Sport Club £75 Membership includes: Access to student club activities Discounts on most sport courses |
You can join a sports club at any time of the year by adding a club membership to your existing UniSPORTS membership.Club membership is term-time only(30 weeks) and if brought after Christmas, is for 15 weeks and available at the reduced cost of £5.00. |
1.If the Smiths hope to visit Shanghai Expo 2010 on May 2, how much will they pay to book 2 tickets on April 30?
A.¥340 B.¥360 C.¥400 D.¥380
2.Which of the following is TRUE according to Chart I?
A.Student Group Admission is intended for education institutes only.
B.Different discounts are available for purchases made in different pre-sale phases
C.The price of Peak Day single-day admission is much lower than other types.
D.Thy earlier, the higher the price of the Expo tickets is.
3.If you’d like a cheapest card with insurance included, you will choose.
A.student Gold Card B.Student Bronze Card
C.Student Silver Card D.Public Associate Sports Club
4.We can learn from the second passage that .
A.all the membership cards can be used for students to take part in club activities
B.Surrey is a company selling varieties of membership cards to students
C.Student Gold Card is the most difficult to apply for of all membership cards
D.all membership cards can only be purchased before Christmas
阅读理解
THE WORLD'S NEW FACES
It will come as no surprise that the earth is going to be a much more crowded place in the next century. From global population of about 5.4 billion today, the United Nations Fund for Population Activities says we'll see a rise to 8.2 billion people in 2025. The U. N. expects total population to stabilize (稳定) at 11.6 billion sometime later in the 2000s. More than ninety percent of the population growth will occur in developing countries. Eighteen of the world's twenty largest cities will be in these lands as the number of urban dwellers (居民) swells (膨胀) from roughly two billion to 5.1 billion. The United States and Europe, which accounted for twenty-two percent of the world's population, will be home to less than nine percent of its people in 2025. By contrast (对照), Africa's share of the total will climb from nine percent in 1950 to nearly twenty percent by 2015. Ethiopia should double in size to almost 100 million people. In about the same time period, India will overtake China as the world's most-populous country.
For the United States, the big news won't be an abundance (丰富,充裕) of new faces; experts predict (预言) the country will grow from its present 250 million population and stabilize at about 350 million sometime before the middle of the next century. The important changes will be in American ethnic (种族的) make-up. Twenty years from now, the United States' white, non-Hispanic (西班牙的) majority will peak (到达最高点) at 195 million, and then may decline in numbers. Asian-Americans will become an increasingly important minority, while African-Americans whose population growth rate is slowing dramatically will become the second largest minority behind Hispanics, a half-million of whom are now thought to be emigrating to the United States legally and otherwise, each year.
1.This article is primarily about ________
A. population growth in developing countries
B. population growth in developed countries
C. the reason why the world's population is changing
D. how the population is changing in different parts of the world
2. Which statement can be inferred from the first paragraph of this article?
A. China is the most populous country in the world today.
B. India is the most populous country in the world today.
C. Ethiopia will be the most populous country in the future.
D. In the future, China's population will grow faster than India's.
3. According to the article, how is the population of the United States going to change?
A. African-Americans will become the largest minority.
B. There will be more people from different ethnic background.
C. The number of white non-Hispanics will increase rapidly.
D. Asian-Americans will become the second largest minority.
4. The underlined word "overtake" in the second paragraph means_______
A. take the place of B. pass by
C. catch up D. take
5. Which of the following statements is true?
A. The population of the American whites will peak all the time.
B. The population of the American whites will decline all the time.
C. The population of the American whites will peak and then decline.
D. The population of the American whites will decline and then peak.
1 exposition (展览)Auckland Museum pays 2 to this great New Zealander, Sir Edmund Hillary: Everest and Beyond Exhibition at the museum until April 25.
Hillary reached Mt Everest’s 3 on May 29, 1953—just in time 4 the Queen’s Conation (加冕典礼).
Now 83 and 5 by New Zealand as its greatest 6 countryman, Sir Edmund, a Knight of the Garter, prefers to be called just 7 Ed. He and his wife June were guests of honor at the exhibition opening in February, coinciding(巧合)with the museum’s 150th birthday.
Visitors are 8 into his adventure—packed and charitable world through a
9 treasure chest of his memorabilia(大事记),from a well-worn passport to the ice
10 he used to climb that mountain.
A Nepalese schoolhouse, kitchen and Buddhist temple have been 11 to show the place he has 12 40 years of his charitable soul and money to 13 the Himalayan Trust, building schools, hospitals and all manner of infrastructure(基础设施)in the 14 stricken country.
The exhibition also 15 Ed’s climbs in the Southern Alps, a tractor journey he
16 to the South Pole in 1967 and a trip up the River Ganges by jet boat. 17 the exhibition closes it will go to the United States, to 18 Sir Edmund’s jubilee (50年节)year,
19 a celebratory party in London and a 20 with his Sherpa friends in Kathmandu.
1.A.simple B.large C.detailed D.great
2.A.attention B.respect C.admiration D.honor
3.A.top B.peak C.height D.level
4.A.at B.of C.for D.with
5.A.looked upon B.thought about C.looked up D.thought out
6.A.living B.live C.alive D.lively
7.A.short B.plain C.as D.for
8.A.put B.poured C.led D.drawn
9.A.clear B.dear C.real D.new
10.A.knife B.axe C.fork D.spear
11.A.recreated B.recycled C.recovered D.repaired
12.A.spent B.taken C.devoted D.used
13.A.by B.through C.for D.from
14.A.poverty B.storm C.disaster D.earthquakes
15.A.covers B.shows C.tells D.expresses
16.A.paid B.did C.made D.took
17.A.While B.If C.Since D.When
18.A.sign B.mark C.design D.continue
19.A.beginning with B.joining in C.ending up with D.adding up to
20.A.reunion B.repetition C.review D.recovery
Phoenix people awoke on Wednesday to a thick cover of dust on their cars , streets and just about everything else outside after a big sandstorm.
The storm on Tuesday evening grounded airplanes and led to traffic tie-ups . At the height of the storm , visibility(能见度)was reduced to zero . Sandstorms are not uncommon in Arizona and other desert areas , but the size of this one and the dust it raised were highly unusual. “The greatness of this event was really exceptional, ” said Ken Waters , a meteorologist (气象学家) of the Na-tional Weather Service in Phoenix.“People who have been living in Arizona for 30-35 years say this is the biggest one they’ve ever seen.”
“The storm was driven by 60-mile-an –hour winds that collected the sand into a rolling brown cloud and sent it moving across the city , briefly damaging the lights of downtown Phoenix as it passed through . The sandstorm ran about 150 miles before dissipating, and at its peak(最高点) might have grown to as large as 100 miles wide and more than one mile high . The more dust it picks up , the higher the cloud goes, ” Mr. Waters said.
Arizona’s continuing drought –some areas have had no rain for four months – only made conditions worse . The drought in southern Arizona is the fifth-most extreme in the past 50 years . “The sandstorm closed Phoenix International Airport for about 45 minutes starting around 8 p.m , when visibility was reduced to one –eighth of a mile.” said Julie Rodriguez , an airport spokeswoman . “ Two flight were canceled and sand was also blown into some buildings.”
“Several thousand homes lost power in the area after the winds blew down power lines . The winds turned over a truck on Interstate 8 near Casa Grande , but caused no serious injuries,” officials said.
61. What happened in Arizona on Tuesday evening?
A. People living there covered their houses with dust.
B. Many traffic accidents happened that night.
C. An unusual sandstorm hit Phoenix City.
D. Some airplanes fell down to the ground at night.
62. We can learn from the second paragraph that .
A. there are few sandstorms in most part of Arizona State
B. people in Arizona haven’t seen sandstorms for 35 years
C. it is uncommon for desert areas to see sandstorms
D. the sandstorm on Tuesday affected people’s normal life
63. Which of the following is closest in meaning to the underlined word “dissipating ” in Paragraph 3 ?
A. Happening. B. Moving . C. Lessening . D. Strengthening.
64. The big sandstorm caused the following EXCEPT .
A. some areas in Arizona have had no rain for four months
B. Phoenix International Airport closed about 45 minutes.
C. homes got power off because power lines were blown down.
D. a truck was turned over by the winds with no one killed.
65. You can probably read this text in a(n) .
A. tour handbook B. business magazine
C. newspaper report D. advertisement board
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