No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.

    Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.

    Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.

    Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.

    Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.

    Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.

Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.

1.What does the passage mainly talk about?

A. Importance of dealing with customer complaints.

B. Effects of customer complaints on business.

C. Tips for handling complaints from customers.

D. Several factors resulting in customer complaints.

2.The author thinks that customer complaints _____________.

A. are easy to deal with                   B. are really quite annoying

C. can actually be avoided                 D. are sometimes beneficial

3.The underlined word “authentic” in Paragraph 3 most probably means _______.

A. touching        B. believable          C. attractive         D. clever

4.According to the passage, what is the first thing you should do when facing the customer complaints?

A. Showing sincere attitude.

B. Making an honest apology.

C. Making an absolute promise.

D. Listening to the complaint attentively.

The vitamins necessary for a healthy body are normally supplied by a good mixed diet, including a variety of fruits and green vegetables. It is only when people try to live on a very restricted diet, say that when trying to lose weight, that it is necessary to make special provisions to supply the missing vitamins.

　　An example of the dangers of a restricted diet may be seen in the disease known as “beri-beri”, which used to make large numbers of Eastern people who lived mainly on rice suffer. In the early years of last century, a Dutch scientist named Eijkman was trying to discover the cause of beri-beri. At first he thought it was transmitted（传播）by a germ（病菌）. He was working in a Japanese hospital, where the patients were fed on polished rice which had had the outer coverings removed from the grain. It was thought this would be easier for weak and sick people to digest.

　　Eijkman thought his germ theory was proved when he noticed the chickens in the hospital yard, which were fed on remains from the patients’ plates, were also showing signs of the disease. He then tried to separate the germ, which he thought was causing the disease, but his experiments were interrupted by a hospital official, who ordered that the rice without coverings, even though left over by the patients, was too good for chickens. It should be recooked for the patients, and the chickens should be fed on cheap, rough rice with the outer coverings still on the grain.

　　Eijkman noticed that the chickens began to recover on the new diet. He began to consider the possibility that eating unmilled rice（糙米）somehow prevented or cured beri-beri — even that a lack of some ingredient（成分）in the coverings may be the cause of the disease. Indeed this was the case. The element needed to prevent beri-beri was shortly afterwards separated from rice coverings and is now known as vitamin B. The milled rice, though more expensive, was in fact causing the disease the hospital was trying to cure. Nowadays, this terrible disease is much less common thanks to our knowledge of vitamins.

1.According to the passage, a good mixed diet ________.

2.What do we know about the disease beri-beri?

3.What can be the best title of the passage?

Paris in the springtime was, is and always will be, something rather special. Why not experience it for yourself with this excellent break for four days? This attractive city has something to offer to everyone and with prices at just £129.

Your break begins with comfortable bus transfer (运送) from local pick-up points and travel to Paris is via cross-channel ferry, arriving at your hotel in the evening. The Ibis is an excellent quality hotel with private facilities in all rooms: satellite TV, radio, telephone and alarm clock. It has a bar and restaurant and is situated about two miles south of Notre Dame, enabling you to explore Paris with ease.

The following day, after continental breakfast (included), the bus takes you on a comprehensive sightseeing tour of the city, during which you will see the Eiffel Tower, Champs Elysees, L’Arc de Triomphe, the Louvre, in fact almost every famous landmark you have ever heard of. You then leave Paris and take a short drive to the magnificent Palace of Versailles, the home of Louis XIV. The tour ends mid-afternoon back in Paris where you will have the remainder of the day at your leisure. In the evening there is a “Paris by Night” tour showing you the beautiful buildings with bright lights.

Day three takes you to Montmarter, perhaps the most attractive quarter. In the afternoon you are free to explore this beautiful city as you wish, perhaps having a pleasant voyage on the River Seine, wandering around the beautiful gardens or looking among the antique shops（古董店）. In the evening you will have the opportunity to visit the best nightclub in the city, the splendid Paradis Latain. On the final day it’s back to the UK via channel ferry.

Included in the price of £129 per person :

●Return comfortable bus travel to Paris

●Return ferry crossings

●3 nights housing in a twin bedded room in a Central Paris hotel with private facilities

●Continental breakfast during your stay

●Guided sightseeing tour of “Paris by Day” and “Paris by Night”

●Visit to the Chateau of Versailles (admission not included )

●Tour around Montmartre

1. What is the purpose of this passage?  

A. To show the price of traveling to Paris . 　　

B. To tell tourists the routes to Paris.

C. To introduce the city of Paris.            

D. To attract tourists to Paris.

2. During the stay in Paris, the tourists will _________.

A. have a “Paris by Night” tour on the first evening

B. live in a hotel two miles away from Paris

C. have free time for half a day

   D. have a pleasure voyage on the River Seine together

3. What does the underlined word “quarter” mean in the passage?

A. An area.                     B. A period of time.

C. A coin worth 25 cents.          D. One of four equal parts.

4. According to the passage, which of the following is true?

A. The Palace of Versailles is not in the center of Paris.

B. The tourists can telephone in the Ibis without paying.

C. It will take you a long time to get to Montmartre from Paris.

D. The tourists will spend the night in the antique shops on the third day.

5. This passage is probably written for _____

   A. Asians           B. Australians         C. Chinese        D. Englishmen

C

B
　　Although man has known asbestos for many hundreds of years, it was not until 160 years ago that it was mined for the first time on the North American continent. H. W. Johns, owner of a New York City Supply Shop for roofers, was responsible for he opening of that first mine.
　　Mr. Johns was given a piece of asbestos which had been found in Italy. He experimented with the material and then showed its surprising powers to his customers. After putting on a pair of asbestos gloves, which looked much like ordinary work gloves, he took red-hot coals from the fireplace and played with them in his hands. How astonished the customers were to discover that he was not burned at all. You can well imagine that he had increasing business in asbestos roofing materials. However, because it was very expensive to transport them from Italy to the United States, Mr. Johns sent out a young scientist to seek a source nearer home. This young man found great vein in the province of Quebec in Canada.
　　Ever since 1881 Quebec has led the world in the production of this unusual mineral, which is made up of magnesium, silicon, iron, and oxygen. When it is mined, the asbestos is heavy, just as you would expect a mineral to be. When it is separated, a strange thing happens; the rock breaks down into fine, soft, soapy fibers .
　　Scientists do not know why the rock can be separated easily into threads,but they have found thousands of uses of this fireproof material, of the so-called “cloth of stone”.
　60. Which title best expresses the main idea of this passage?
　   A. Asbestos mined in Canada                  B. Fireproof matter
C. A “wonder” mineral                           D. A new roofing material
　61. Johns proved his ability as a salesman by_______.
　   A. going into roofing business              
B. carrying asbestos from Italy
　   C. sending a trained scientist                 
D. showing the use of asbestos gloves
　62. Which is the most important character of asbestos that the author wants to show us?
　   A. It is like thread.                               B. It feels soapy.
C. It burns easily.                                 D. It is unusually heavy.
　63. The author’s main purpose in writing this passage was to _______.
　   A. show the need for more scientists
　   B. compare asbestos with other minerals
　   C. increase the sales of asbestos
　   D. present facts about asbestos