Not too long ago ,an incident that happened at Walt Disney touched me greatly. A guest　 16 out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she 17 her visit .She told the front-desk clerk she had had a (n) 18 vacation ,but was heartbroken about 19 several rolls of Kodak color film she had not yet　 20 .At that moment she was particularly　 21 over the loss of the pictures she had shot at our Polynesian Luau ,　 22 this was a memory she especially treasured.

　 Now ,please understand that we have no written service rules 23 lost photos in the park. 24 ,the clerk at the front desk　 25 Disney’s idea of caring for our　 26 . She asked the woman to leave her a couple rolls of 27 film ,promising she would take care of the rest of our show at Polynesian Luau.

　 Two weeks later the guest received a 28 at her home .In it were photos of all the actors of our show, 29 signed by each performer. There were also 30 of the public procession(游行队伍)and fireworks in the park ,taken by the front-desk clerk in her own　　 31　 after work. I happened to know this 32 because this guest wrote us a letter .She said that 33 in her life had she received such good service from any business.

　 Excellent 34 does not come from policy (政策性的)handbooks .It comes from people who 35 -and from a culture that encourages and models that attitude.

16．A．working　　　　 B．checking　　　 C．trying　　　　　 D．staying

　 17．A．expected　　　 B．realized　　　 C．paid　　　　　　 D．enjoyed

　 18．A．disappointing　 　B．wonderful　　　 C．uncomfortable　　 D．important

　 19．A．taking　　　　 B．dropping　　　 C．losing　　　　　 D．breaking

　 20．A．developed　　 B．taken　　　　　 C．washed　　　　 D．loaded

　 21．A．silly　　　　　 B．nervous　　　 C．calm　　　　　　 D．sad

　 22．A．when　　　　　 B．where　　　 C．as　　　　　　　 D．which

　 23．A．covering　　　　 B．finding　　　　 C．making　　　　　 D．keeping

　 24．A．Excitedly　　　 B．Fortunately　　 C．Therefore　　　　 D．Quietly

　 25．A．understood　　　 B．reminded　　　 C．trusted　　　　　 D．discovered

　 26．A．workers　　　 B．guests　　　　 C．managers　　　 D．clerks

　 27．A．printed　　　　 B．shot　　　　　 C．unused　　　　　 D．recorded

　 28．A．film　　　　　 B．card　　　　　 C．camera　　　　 D．packet

　 29．A．frequently　　　 B．personally　　 C．alone　　　 　　　D．actually

　 30．A．rules　　　　　 B．pictures　　 C．handbooks　　　　 D．performances

　 31．A．case　　　　　　 B．work　　　　　 C．time　　　　　　 D．position

　 32．A．story　　　　　 B．place　　　　　 C．photo　　　　　　 D．show

　 33．A．only　　　　　　 B．almost 　　　　C．never　　　　　　 D．nearly

　 34．A．advice　　　　　 B．experience　　 C．quality　　　　　 D．service

　 35．A．care　　　　　　 B．serve　　　　　 C．like　　　　　　 D．know

15. ---Do you know where David is? I couldn't find him anywhere.

　　 ---Well. He ______ have gone far----his coat's still here.

A. shouldn’t　　 B. mustn’t　　　 C. can’t　　 D. wouldn’t

14. You can’t imagine that a well-behaved gentleman _____ be so rude to a lady.

　　 A. might　　　　 B. need　　　　　　 C. should　　　　 D. would

13. His glasses, ________ he was like a blind man, fell to the ground and broke.

　　 A. which　　　　 B. from which　　　 C. with which　　 D. without which

12. In the office I never seem to have time until after 5:30 p.m.,____ many people have gone home.

　　 A. whose time　　　　　　 B. that

　　 C. on which 　　　　　　　D. by which time

11. Great changes have taken place in that school. It is no longer ___ it was 20 years ago, ___ it was so poorly equipped.　

　　 A. what, when　　　　　　 B. that, which

　　 C. what, which　　　　　　 D. which, that

10. He was educated at a local grammar school, ___ he went on to Cambridge.

　　 A. from which　　　　　　 B. after that

　　 C. after which　　　　　　 D. from this