55．A．show B．feel C．satisfy D．create——青夏教育精英家教网—

55．A．show B．feel C．satisfy D．create 【查看更多】

Compared with the children of a few decades back, today’s children seem to be 1 ．They enjoy better health owing to recent 2 in medicine and in public health care．They also enjoy all the 3 of modern life．Physically and materially, today’s children seem to be much better off than their predecessors．Nevertheless, 4 the improved standards of 5 , many children nowadays seem to be emotionally deprived since most parents are 6 less time with their children, so little, in 7 , that many could 8 be called ‘weekend parents’．An increasing number of mothers are taking full-time jobs, 9 their children in the care of baby-sitters or nurseries．Time has become a luxury few parents can 10 because of the pressures of their work and the very brisk pace of life in our 11 society．On the other hand, these working parents can often well afford to 12 their children with the best food, clothes, toys and other 13 desires, but 14 to say, they fail to 15 the emotional requirements of their growing children．As a noted pediatrician （儿科医生）of the Medical and Health Department 16 , children need love, security, praise, recognition and responsibility．If these needs are not 17 , their development might be stunted（抑制）．Child psychologists all 18 that some illnesses and emotional disturbances 19 to children are because of a lack of parental care．In the light of this, parents who really 20 their children should be sure that there are good lines of communication between themselves and their children, despite their heavy work loads．

1．A．unhappier B．luckier C．naughtier D．richer

2．A．inventions B．discoveries C．advances D．products

3．A．comforts B．facilities C．pleasure D．appliances

4．A．due to B．regarding C．for D．in spite of

5．A．housing B．living C．caring D．earning

6．A．passing B．spending C．taking D．costing

7．A．general B．fact C．total D．truth

8．A．wrongly B．rightly C．totally D．namely

9．A．entrusting B．leaving C．lending D．making

10．A．afford B．spend C．waste D．do

11．A．passive B．active C．competitive D．dangerous

12．A．buy B．offer C．give D．provide

13．A．emotional B．physical C．material D．intellectual

14．A．sad B．happy C．lucky D．unfortunate

15．A．show B．feel C．satisfy D．create

16．A．talks B．explains C．speaks D．says

17．A．made B．taken C．met D．done

18．A．argue B．admit C．tell D．disagree

19．A．common B．popular C．ordinary D．pubic

20．A．look after B．bring up C．care about D．agree with

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Compared with the children of a few decades back，today’s children seem to be 1 ：they enjoy better health owing to recent 2 in medicine and in public health care．They also enjoy a11 the 3 of modern life．Physically and materially．Today’s children seem to be much better off than their predecessors．Nevertheless， 4 the improved standards of 5 ，many children nowadays seem to be emotionally 6 since most parents are spending less time with their children，so little，in 7 ，that many could 8 be called ‘weekend parents’．An increasing number of mothers are taking full-time jobs， 9 their children in the care of baby-sitters or nurseries．Time has become a luxury few parents can 10 because of the pressures of their work and the very brisk pace of life in our 11 society．On the other hand，these working parents can often well afford to 12 their children with the best food, clothes，toys and other 13 desires．But 14 to say, they fail to 15 the emotional requirements of their growing children．As a noted pediatrician（儿科医生）of the Medical and Health Department 16 ，children need love，security, praise, recognition and responsibility．If these needs are not 17 ，their development might be stunted（抑制）．Child psychologists all 18 that some illnesses and emotional disturbances 19 to children are because of a lack of parental care．In the light of this，parents who really 20 their children should be sure that there are good lines of communication between themselves and their children，despite their heavy work loads．

1．A．unhappier B．luckier C．naughtier D．richer

2．A．inventions B．discoveries C．advances D．products

3．A．comforts B．facilities C．pleasure D．appliances

4．A．due to B．regarding C．for D．in spite of

5．A．housing B．living C．caring D．earning

6．A．poor B．deprived C．faulty D．shallow

7．A．general B．fact C．total D．truth

8．A．wrongly B．rightly C．totally D．namely

9．A．entrusting B．leaving C．lending D．making

10．A．afford B．spend C．waste D．do

11．A．passive B．active C．competitive D．dangerous

12．A．buy B．offer C．give D．provide

13．A．emotional B．physical C．material D．intellectual

14．A．sad B．happy C．lucky D．unfortunate

15．A．show B．feel C．satisfy D．create

16．A．talks B．explains C．speaks D．says

17．A．made B．taken C．met D．done

18．A．argue B．admit C．tell D．disagree

19．A．common B．popular C．ordinary D．pubic

20．A．look after B．bring up C．care about D．agree with

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阅读理解

　　In the more and more competitive service industry, it is no longer enough to promise customrr 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(证实)by a number of researches, that customers receiving good service will promote business by telling up to 12 other people：those treated badly will tell their tales to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal

　　New attentions for customer care have come when people can obtain　goods and services through　telephone call centers and the Intemet．For example, many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with(应付)the “phone rage”－caused by delays in answering calls , being cut off in mid-conversation or left waiting for long periods．

　　“Many people do not like talking to machines , ”says Dr．Storey Senior Lecturer in Marketng at City University Business School．“Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them．The aim is to make the customer feel they know you and that you can trust－ 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-delivering(saying that a repair will be sent out within five hours , but getting it done within two);replacing a faulty product immediately：throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regular customers ;and always returning calls , even when they are complaining．

　　Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result．This can be eased by offering an aplogy and an explanation of why the service did not meet usual standards with empathy(for example, “I know how you must feel”), and possible solutions(replacement, compensation or whatever faimess suggests best meets the case)．

　　Airlines face some of the toughest challenges over customer care．Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather , unclaimed luggage and technical problems．

　　For British Airways staff, a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times．They are trained to answer quickly , with their name, job title and a “we are here to help” attitude．The company has invested heavily in information technology to make sure that infomation is available instantly on screen．

　British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service．

　　Customer care is obviously here to stay and it would be a foolish company that used slogans such 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 2 that ．
[　　]
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 attention
D．	customers rely on their phones to obtain services

(3)

What does the writer recommend to create delight?
[　　]
A．	Calling customers regularly
B．	Giving a “thank you” note．
C．	Delivering a quicker service
D．	Promising more gifts．

(4)

If a manager should show his empathy(Paragraph6), what would he probably say?
[　　]
A．	“I know how upset you must be．”
B．	“I appreciate your understanding．”
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 applied to their staff

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第二节：完形填空（共20小题；每小题1.5分，满分30分）

阅读下面短文，从短文后所给各题的第四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。

Compared with the children of a few decades back, today’s children seem to be 16 . They enjoy better health owing to recent 17 in medicine and in public health care. They also enjoy all the 18 of modern life. Physically and materially, today’s children seem to be much better off than their predecessors（前辈）. Nevertheless, 19 the improved standards of 20 , many children nowadays seem to be emotionally deprived（剥夺）since most parents are 21 less time with their children, so little, in 22 , that many could 23 be called ‘weekend parents’. An increasing number of mothers are taking full-time jobs, 24 their children in the care of baby-sitters or nurseries. Time has become a luxury few parents can 25 because of the pressures of their work and the very brisk pace of life in our 26 society. On the other hand, these working parents can often well afford to 27 their children with the best food, clothes, toys and other 28 desires, but 29 to say, they fail to 30 the emotional requirements of their growing children. As a noted pediatrician (儿科医生) of the Medical and Health Department 31 , children need love, security, praise, recognition and responsibility. If these needs are not 32 , their development might be stunted (抑制). Child psychologists all 33 that some illnesses and emotional disturbances 34 to children are because of a lack of parental care. In the light of this, parents who really 35 their children should be sure that there are good lines of communication between themselves and their children, despite their heavy work loads.

16． A．unhappier B．luckier C．naughtier D．richer

17． A．inventions B．discoveries C．advances D．products

18． A．comforts B．facilities C．pleasure D．appliances

19． A．due to B．regarding C．for D．in spite of

20． A．housing B．living C．caring D．earning

21． A．passing B．spending C．taking D．costing

22． A．general B．fact C．total D．truth

23． A．wrongly B．rightly C．totally D．namely

24． A．entrusting B．leaving C．lending D．making

25． A．afford B．spend C．waste D．do

26． A．passive B．active C．competitive D．dangerous

27． A．buy B．offer C．give D．provide

28． A．emotional B．physical C．material D．intellectual

29． A．sad B．happy C．lucky D．unfortunate

30． A．show B．feel C．satisfy D．create

31． A．talks B．explains C．speaks D．says

32． A．made B．taken C．met D．done

33． A．argue B．admit C．tell D．disagree

34． A．common B．popular C．ordinary D．pubic

35． A．look after B．bring up C．care about D．agree with

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阅读理解，阅读下列短文，从每题所给的A、B、C和D项中，选出最佳选项。

　　In the more and more competitive service industry, it is no longer enough to promise 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 researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of worse to up to 20 people．Interestingly, 80 percent of people who feel their 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 a lot of money in information technology and staff training in order to cope with the “phone rage”-caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods．

　　“Many people do not like talking to machines, ” says 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 them．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-delivering(saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift coupon as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints．

　　Airlines face some of the toughest challenges over customer care．Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems．

　　For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times．The Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service．

　　Customer care is obviously here to stay and it would be a foolish company that used slogans such 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 2 that ________．
[　　]
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 regularly．
B．	Giving a “thank you” note．
C．	Delivering a quicker service．
D．	Promising more gifts．

(4)

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 applied to their staff

(5)

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 customers．
C．	A company should promise less but do more in a competitive market．
D．	Customer delight is more important for air lines than for banks．

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