After a heated discussion, we suggested the customer _______ the product back for repairs.

     A. to send       B. send        C. sends      D. sent

Everyone in business has been told that success is all about attracting and retaining (留住) customers. It sounds simple and achievable. But,   50  , words of wisdom are soon forgotten. Once companies have attracted customers they often   51   the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers tend to become carried away. They forget what they regard as the boring side of business—  52   that the customer remains a customer.

  53   to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the average company loses between 10 and 30 per cent of its customers every years. In constantly changing   54  , 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 those lost opportunities and calculate the   55 

implications. Cutting down the number of customers a company loses can make a big   56   in its performance. Research in the US found that a five per cent decrease in the number of defecting (流失的) customers led to   57   increases of between 25 and 85 per cent.

In the US, Domino’s Pizza estimates that a regular customer is worth more than $5,000 over ten years. A customer who receives a poor quality product or service on their first visit and   58   never returns, is losing the company thousands of dollars in   59   profits (more if you consider how many people they are likely to tell about their bad experience).

The logic behind cultivating customer   60   is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to   61   them”, says Adrian Payne of Cornfield University’ School of Management. “Research suggests that there is a close relationship between retaining customers and making profits.   62   customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price   63  , and may provide free word-of-mouth advertising. Retaining customers also makes it   64   for competitors to enter a market or increase their share of a market.

1.A. in particular          B. in reality          C. at least              D. first of all

2.A. emphasize          B. doubt               C. overlook         D. believe

3.A. denying            B. ensuring        C. arguing              D. proving

4.A. Moving         B. Hoping          C. Starting             D. Failing

5.A. markets            B. tastes              C. prices                D. expenses

6.A. culture                B. social              C. financial        D. economical

7.A. promise            B. plan            C. mistake               D. difference

8.A. cost               B. opportunity         C. profit                D. budget

9.A. as a result       B. on the whole    C. in conclusion    D. on the contrary

10.A. huge              B. potential           C. extra             D. reasonable

11.A. beliefs              B. loyalty             C. habits                D. interest

12.A. altering              B. understanding       C. keeping               D. attracting

13.A. Assumed           B. Respected           C. Established           D. Unexpected

14.A. agreeable         B. flexible        C. friendly              D. sensitive

15.A. unfair                B. difficult           C. essential         D. convenient

第一节:阅读下面短文，根据以下提示：1)汉语提示；2)首字母提示；3)语境提示，在每个空格内填入一个适当的英语单词，并将该词完整地写在右边相对应的横线上。所填单词要求意义准确、拼写正确。
For many of today’s advertisers,_____(重复)old       
【小题1】___________
ideas is not a successful a_____(方法).They realise     
【小题2】___________
that it does not matter how____(吸引的)the idea         
【小题3】___________
l____with the product is—most people know that the     
【小题4】__________
main p______of the advertisement is making               
【小题5】___________
c_____spend money.Instead,these advertisers look for     
【小题6】__________
other ways to  make people n______their products.      
【小题7】___________
The top advertisers of today believe that using___(幽默) 
【小题8】___________
as well as new and____(不寻常)ideas to surprise people   
【小题9】__________
is important in modern advertisements.Their aim is to   
_____(创造)something that has never been seen before and is
【小题10】_________
fanscinating for peopleto look at.By doing this,they
hope to make people forget that someone is trying to
sell them something.  

A device that stops drivers from falling asleep at the wheel is about to undergo testing at Department of Transport laboratories and could go on sale within 12 months.

       The system, called driver Alert, aims to reduce deadly road accidents by 20%--40% that are caused by tiredness. Airline pilots can also use it to reduce the 30% of all pilot-error accidents that are related to fatigue.

       Driver Alert is based on a computerized wristband. The device, worn by drivers or pilots gives out a sound about every four minutes during a car journey. After each sound the driver must respond by squeezing the steering wheel(方向盘). A sensor in the wristband detects this pressing action and measures the time between the sound and the driver’s response.

       Tiredness is directly related to a driver’s response time. Usually, a watchful driver would take about 400 milliseconds to respond, but once that falls to more than 500 milliseconds, it suggests that the driver is getting sleepy.

       In such cases the device gives out more regular and louder sounds, showing that the driver should open a window or stop for a rest. If the driver’s response continues to slow down, the sounds become more frequent until a nonstop alarm warms that the driver must stop as soon as possible.

       The device has been delivered to the department’s laboratories for testing. If these tests, scheduled for six months’ time, are successful, the markers will bring the product to market within about a year.

1. According to the text, Driver Alert ______.

       A. aims to reduce tiredness-related accidents

       B. has gone through testing at laboratories

       C. aims to prevent drivers from sleeping

       D. has been on sale for 12 months

2.How should a driver respond to the sounds from Driver Alert?

       A. By sounding a warning.                        B. By touching the wristband.

       C. By checking the driving time.                D. By pressing the steering wheel.

3.We can learn from the text that the driver needs to stop for a break when his response time is ________

       A. About 400 milliseconds                         B. below 500 milliseconds

       C. over 500 milliseconds                           D. about 4 minutes

4. When the driver gets sleepy while driving, Driver Alert ______.

       A. moves more regularly                           B. stops working properly

       C. opens the window for the driver             D. sounds more frequently and loudl

What do you want to be when you grow up? A teacher? A doctor? How about an ice-cream taster? Yes, there really is a job where you can get paid to taste ice-cream. Just ask John Harrison, an “Official Taste Tester” for the past 21 years. Testing helps manufacturers to be sure of a product’s quality. During his career Harrison has been responsible for approving large quantities of the sweet ice cream — as well as for developing over 75 flavors (味道).

Some people think that it would be easy to do this job, after all, you just have to like ice cream, right? No — there’s more to the job than that, says Harrison, who has a degree in chemistry. He points out that a dairy or food-science degree would be very useful to someone wanting a career in this “cool” field.

In a typical morning on the job, Harrison tastes and assesses 60 ice-cream samples. He lets the ice cream warm up to about 12℉. Harrison explains, “You get more flavor from warmer ice cream, which is why some kids like to stir it, creating ice-cream soup .”While the ice cream warms up, Harrison looks over the samples and grades each one on its appearance. “Tasting begins with the eyes,” he explains. He checks to see if the ice cream is attractive and asks himself, “Does the product have the color expected from that flavor?” Next it’s time to taste!

Continuing to think up new ideas, try out new flavors, and test samples from so many kinds of ice cream each day keeps Harrison busy but happy — working at one cool job.

What is John Harrison’s job?

  A. An official.     B. An ice-cream taster.

  C. A chemist.   D. An ice-cream manufacturer.

According to John Harrison, to be qualified in the “cool field”, it is helpful to ______.  A. keep a diary of work   B. have a degree in related subjects

  C. have new ideas every day   D. find out new flavors each day

What does Harrison do first when testing ice cream?

  A. He stirs the ice cream.         B. He examines the color of the ice cream.

  C. He tastes the flavor of the ice cream. D. He lets the ice cream warm up.

Which of the following is probably the best title of the passage?

  A. Tasting with Eyes      B. Flavors of Ice Cream

  C. John Harrison’s Life   D. One Cool Job