They are standing together in order to have a secret discussion. A.closely B.closed C.close D.close to 查看更多

 

题目列表(包括答案和解析)

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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 Many people who work in London prefer to live outside it, and to go in to their offices or schools every day by train, car or bus, even though this means they have to get up early in the morning and reach home late in the evening. 

One advantage of living outside London is that houses are cheaper. Even a small flat in London without a garden costs quite a lot to rent. With the same money, one can get a little house in the country with a garden of one’s own. 

Then, in the country one can rest from the noise and hurry of the town. Even though one has to get up earlier and spend more time in trains or buses, one can sleep better at night and during weekends and on summer evenings, one can enjoy the fresh, clean air of the country. If one likes gardens, one can spend one’s free time digging, planting, watering and doing the hundred and one other jobs which are needed in a garden. Then, when the flowers and vegetables come up, one has the reward of one who has shared the secret of Nature. 

Some people, however, take no interest in country things: for them, happiness lies in the town, with its cinemas and theatres, beautiful shops and busy streets, dance-halls and restaurants. Such people would feel that their life was not worth living if they had to live it outside London. An occasional walk in one of the parks and a fortnight’s (two weeks) visit to the sea every summer is all the country they want: the rest they are quite prepared to leave to those who are glad to get away from London every night. 

1. Which of the following statements is NOT true? 

A. People who like country things prefer to live outside the city. 

B. People who work in London prefer to live in the country. 

C. Because of certain disadvantages of living outside London, some people who work in London prefer to live inside London. 

D. Because of certain advantages of living outside London, many people who work in London prefer to live outside London. 

2. One can use the same money for ________ to buy a little house with a garden in the country.

A. getting a small flat with a garden     B. having a small flat with a garden

C. renting a small flat without a garden D. buying a small flat without a garden

3. When the flowers and vegetables in the garden come up, those _______ have the reward of one who has shared the secret of Nature. 

A. who live in the country

B. who have spent time working in the garden

C. who have a garden of their own

D. who have been digging, planting and watering

4. People who think happiness lies in the town would feel that _______ if they had to live it outside London. 

A. their life was meaningless              B. their life was invaluable

C. they didn’t deserve a happy life              D. they were not worthy of their happy life

5. The underlined word rest in the last paragraph refers to ________.

A. the rest time                    B. the rest people

C. the rest of the country              D. the rest of the parks and of the sea

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Geologists have been studying volcanoes for a long time.Though they have learned a great deal,they still have not discovered the cause of volcanic action.They know that the inside of the earth is very hot,but they are not sure exactly what causes the great heat.Some geologists have thought that the heat is caused by the great pressure of the earth’s outer layers.Or the heat may be left from the time when the earth was formed.During the last sixty years scientists have learned about radium,uranium,thorium,and other radioactive elements.Many scientists now believe that much of the heat inside the earth is produced by radioactive elements.

Whatever the cause of the heat may be,we do know that the earth gets hotter the farther down we dig.In deep mines and oil wells the temperatures rise about 1°F for every 50 feet.At this rate of the temperature 40 miles below the earth’s surface should be over 4 000°.This is much hotter than necessary to melt rock.However,the pressure of the rock above keeps most materials from melting at their usual melting points.Geologists believe that the rock deep in the earth may be plastic,or puttylike(油灰状的).In other words,the rock yields slowly to pressure but is not liquid.But if some change in the earth’s crust releases the pressure,the rock melts.Then the hot,liquid rock can move up toward the surface.

The cause for the great heat inside of the earth is______.

 A.great pressure of the earth’s outer layers

 B.the heat left from the time when the earth was formed

 C.radioactive elements giving out heat

 D.not sure

According to the passage,______ prevents most rock from melting at its usual melting points.

 A.the pressure of the rock itself

 B.the pressure of the rock above

 C.the pressure of the earth’s outer layers

 D.the heat given out by some radioactive elements

According to the passage,which of the following is NOT true?

 A.The farther down,the hotter the earth gets.

 B.The rock deep in the earth is liquid.

 C.When the pressure releases from the earth’s crust,the rock melts.

 D.Rock would be melted at 4 000°.

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任务型阅读(共10小题;每小题1分,满分10分)

请认真阅读下列短文,并根据所读内容在文章后表格中的空格里填入1个最恰当的单词。(Reuters) - A U.N. climate deal due to be agreed in Copenhagen at talks from December 7-18 may fall short of a legally binding(有约束力的) agreement. If Copenhagen fails to live up to hopes of a strong agreement to slow global warming, what are the reasons and who risks blame? The following are some of the candidates:

● Decline in economy distracted(分散) focus from climate change after the world agreed in Bali, Indonesia, in 2007 to work out a new U.N. agreement by December 2009. Rich nations have put billions of dollars into green growth as part of recovery packages but, when unemployment at home is high, find it hard to promise extra money for developing countries. The slowdown in industrial output means a brief fix -- greenhouse gas emissions(排放) are likely to fall by as much as 3 percent this year.

● Many delegates at U.N. talks have given up hope that the United States, the number two emitter after China, will agree legislation(立法, 法律) to limit carbon emissions before Copenhagen. The US is the only industrialized nation outside the Kyoto Protocol(京都协议书) for cutting greenhouse emissions until 2012. Many countries welcomed President Barack Obama's promises of doing more to fight climate change when he took office in January but hoped for swifter action.

● Developing nations accuse the rich of repeatedly failing to keep promises of more aid. Few developed countries live up to a target agreed by the U.N. General Assembly in 1970 to give 0.7 percent of their gross domestic product in development aid. Other plans, such as the Agenda 21 environmental development plan agreed in 1992, have fallen short.

● Most rich nations are promising cuts in greenhouse gas emissions well short of the 25-40 percent below 1990 levels by 2020, which are needed to avoid the worst of climate change. Overall cuts promised by developed nations total between 11 and 15 percent. Best offers by countries including Japan, the European Union, Australia and Norway would reach the range.

● More than 90 percent of the growth in emissions between now and 2030 is set to come from developing nations -- with almost 50 percent from China alone, U.S. climate envoy Todd Stern said this week. "No country holds the fate of the earth more in its hands than China. Not one," he said. China and India say they are slowing the growth of emissions but raising living standards is more important. So burning more energy is unavoidable -- as industrialized nations have done for 200 years.

● 2008 was the 10th warmest year since records began in the mid-19th century. The warmest was 1998, when a strong El Nino event in the eastern Pacific disrupted(使混乱) weather worldwide. That has led some to argue that global warming is slowing even though the U.N.'s WMO(世界气象组织) says a long-term warming trend is unchanged.

● People have been slow in changing lifestyles to use less carbon. Simple choices like taking more public transport, using less heating or air conditioning, even changing light bulbs can help if millions of people act.

Who's to blame if U.N. climate deal falls short?

Possible candidates

Supporting Details

__71___downturn

● Faced with the______72____ rising unemployment, rich countries fail to give more aid to developing ones.

●____73_____industrial output brings about a temporary relief from the pressure of greenhouse gas emissions.

United States

● It’s the only industrialized country outside the Kyoto Protocol.

● Immediate____74____ was expected to be taken by President Obama to fight climate change.

Rich-Poor divide

● Developed nations are____75____ by the poor for repeatedly breaking promises of aid.

Developed nations

● There is a huge ____76____between the overall cuts promised by developed nations and those required to avoid climate catastrophe.

Developing nations

● The increase in emissions from developing nations ____77____for 90% between now and 2030.

● Developing nations need to be given priority to raising living standards by burning more ___78____.

The weather

● The worldwide disorder caused by El Nino has __79__some people into believing that global warming is slowing.

The public

● People should be _80__to change lifestyles to use less carbon.

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短文改错 (共10分,每小题1分,满分10分)

文中共有10处语言错误,要求你在错误的地方增加、删除或修改某个单词。

增加:在缺词处加一个漏字符号( ^), 并在此符号下面写出该加的词。

删除:把多余的词用斜线划掉。

修改: 在错的词下划一横线, 并在该词下面写出修改后的词。

注意::1、每处错误及其修改均仅限一词;

      2、只允许修改十处, 多者(从第11处起) 不计分。

Many young boys and girls had the habit of smoking, though they are middle school student. As we all know, smoking do harm to human beings. More and more people have realized that how serious this problem is. But they are never boring with it. Some people think smoking is a kind of fashion, and other think smoking can refresh himself . In fact, smoking causes many illnesses. The most serious illness led by smoking is lung cancer. Meanwhile, smoking is the waste of money. What’s worse, careless smokers may cause danger fires.

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