单词拼写：根据所提供的首字母，写出符合句意的单词。一个空只能填一个单词。（共10小题；每小题0.5分，共5分）

1. The Big House of Qiao Family (乔家大院) is a perfectly p__________________ old house.

2. It suddenly o_____________ to her that she had once seen the man somewhere before.

3. Bank cards are p________________ useful when travelling and there are often insurance benefits if you pay for your travel with them.

4. The police want those who have w____________ the accident to call them and provide them with enough evidence.

5. More often than not, it is difficult to c______________ the exact meaning of a Tang poem in English.

6. She wrote several letters to the government about the air pollution, but got no r_____________.

7. Today, the boss announced that smoking was f__________________ during office hour.

8. Akitt was u_______________ about the time of the recovery so he looked very depressed.

9. Though rich, she lives a simple life. She r____________ wears expensive jewellery.

10. I was very d_________________ by the failure, but I still hoped we could find a solution.

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 store, but instead will alert 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 other, 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 bad to bosses.
According to the research, shoppers who bought clothing met the most problems. ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers. “Retailers who’re responsive and friendly are more likely to smooth over 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 filling complaints to the boss, instead of complaining to the rest of the world. Bosses are hard-pressed to improve when they have no idea what is wrong.
1. 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 relate 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.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A. New customers are sure to replace old ones.
B. It is not likely the shopper can find the same products in other stores.
C. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store  B. won’t have trouble parking their cars
C. won’t have any worries about safety  D. can find their cars easily after shopping
4. 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 the store layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic（外交）way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores

—Have you seen Maragaret? The boss is looking for her everywhere.

—She________the train, otherwise she would have arrived here by now.

A．should have missed                      B．must have missed

C．had missed                            D．might miss

The boss refused our     to leave work early.

A．base             B．command         C．request           D．question

【小题1】The boss seems __________（有偏见）against the female employees wearing jewelry at work.
【小题2】 The sky was high and soft and light outside with the leaves moving ________（轻柔）in the breeze.
【小题3】 Aware of a thunderstorm on the way, the farmers made the valuable things ________（转移）to safe places.
【小题4】 The dictionary is edited in the order of ________（字母表）.
【小题5】Kent is a constant reminder of Pip’s shabby beginnings, so he made a decision to move from it to the bright lights of London without any             （同伴）.
【小题6】The two numbers sound so alike on the phone that it’s hard to d___________ one from the other.
【小题7】My husband has been a_______ to smoking for several years. It is really hard for him to stop now.
【小题8】 This boy is very g___________ --- he often buys things for other people.
【小题9】 After months of overworking, Jack was suffering from physical and m         exhaustion.
【小题10】 The ability to use a language can be a_________ only by the practice of using the language.