阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。注意：每个空格只填一个单词。Customer service refers to the way th
题型：不详难度：来源：
阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。
注意：每个空格只填一个单词。
Customer service refers to the way that companies behave towards their customers．It"s the quality of service that determines whether the customer remains with the company． However, many a time organizations don"t focus on customer relationship management, and that"s what makes customers angry, which is one of the reasons why companies lose their customers．So customer service is vital and you should know how to improve it．
First of all, you need to realize how important the customers are．It"s they who are the boss, and it"s because of them that you get your pay checks．So do take your customers seriously．
Finding out the needs of the customers is another important customer service tip．You need to ask the customers the right kind of questions and think of the possible solutions which you can provide．Understand how they feel according to a particular situation, their body language, tone of voice and words they speak．Never make assumptions and think that you know what the customer wants．
Making customers feel they are important is an excellent way to serve them better．Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way．
In addition, there are some other skills which will help you in serving your customers better．For example, once you finish solving the problem for the customer, before, ending the call, always remember to ask if there is anything else you can do for them．" End the call with a "thank you"．If customers are angry, let them express their anger completely．Never interrupt or start speaking until they"ve finished．Once they"ve finished speaking, try to calm them down by apologizing．
In a word, always remember that if the customers remain happy, you"ll be in business．
Title
| How to小题1: customer service
| Meaning
| The way companies behave towards their customers．
| Importance
| The quality of service determines whether companies can小题2:
their customers．For example, bad service can result in小题3: customers．
| 小题4:
| ☆Take your customers seriously because they are your boss and the source of your income．
☆Recognize the needs of the customers．
◇Ask the customers the right kind of questions and offer 小题5:
to their problems．
◇Understand customers"小题6: from a particular situation, their body language, tone of voice and words．
◇Never小题7: that you know the customer"s needs．
☆Make customers feel they are important and treat them as individuals by using their first name and praising them小题8: .
☆Other small skills:
◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you"．
◇Don"t小题9: , the customer when he is speaking angrily．
◇Calm the customer down by making an小题10: after he finishes speaking．
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|
答案
小题1:improve
小题2:Tips/Advice/Suggestions
小题3:keep
小题4:losing
小题5:solutions
小题6:feelings
小题7:assume
小题8:sincerely
小题9:interrupt
小题10:apology |
解析
试题分析：
小题1:根据So customer service is vital and you should know how to improve it．所以应填improve.
小题2:根据内容来看这是例举的提高对顾客服务的建议，故填Tips/Advice/Suggestions.
小题3:根据It"s the quality of service that determines whether the customer remains with the company．这里 keep是remain的同义词。
小题4:根据However, many a time organizations don"t focus on customer relationship management, and that"s what makes customers angry, which is one of the reasons why companies lose their customers．这里放在介词之后所以用losing.
小题5:根据You need to ask the customers the right kind of questions and think of the possible solutions which you can provide．故填solutions.
小题6:根据Understand how they feel according to a particular situation. feelings 是名词“心情”。
小题7:根据Never make assumptions and think that you know what the customer wants．
assume是assumptions的动词形式。
小题8:根据the best way to do that is using their first name and finding ways of praising them in a sincere way．sincerely是sincere的副词形式。
小题9:根据If customers are angry, let them express their anger completely．Never interrupt or start speaking until they"ve finished．故用interrupt.
小题10:根据try to calm them down by apologizing．apology是apologize的名词形式。
点评：文中论述了对于顾客是上帝的服务行业，提出了一些如何改善顾客与服务关系的建议。文中所要填的单词都是高中阶段要求四会的词汇，需要考生能够正确理解短文的意思，掌握文中所填单词的词性、派生词、同义词及它们的用法。这需要考生平时有扎实的基础知识。 |
举一反三
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一个最恰当的单词。注意：每个空格只填1个单词。
Some people believe that greed and selfishness has become the basis of modern society, and we should return to the old traditions of family and community then we will have a better life. To what extent do you agree or disagree with the above opinion?
In this fast-paced world, many values are undergoing major changes. While people traditionally prioritize caring, sharing and generosity in life and work, modern people seem to be more self-absorbed and self-concerned.
Modern people act selfishly to survive the harsh competition of life. They say that it is a jungle out there. To survive, you have to fight with whatever means that come handy. Obviously greed and selfishness go perfectly well with such ideas. In a company, employees do everything they can to get better pay and higher position, even at the cost of coworkers. We are in any way advocating any selfish conduct. It is just that people are pressured to act in a certain way due to outside influences.
In spite of common practice, it is hard to conclude that modern society is built on greed and selfishness, both of which are not newly invented vocabulary. In ancient times people also did greedy and selfish things though such behaviors were more condemned then. But we can not ignore the fact that people in the past lived a relatively more isolated life and faced less pressure compared with their modern counterparts.
Are we happier to share with others and be generous to them? There is no fixed answer either. Some people take great pleasure helping and giving to others while others feel happy doing the opposite. But I personally think that people should not be too selfish. Caring for others can actually encourage the development of a mutually beneficial relationship.
In conclusion, modern people appear to be more self-centered than those in the past due to strong outside pressure. However, we should encourage people to know the importance of being caring and generous and to build a mutually beneficial relationship with others.
Are Modern People Becoming More Selfish?
Phenomenon
| In modern society, many people are ___小题1:____ and selfish.
| Values are changing
| In the past people put caring, sharing and generosity in the first ____小题2:____.
| Nowadays, people seem to be more ____小题3:___about themselves.
| ___小题4:__are changing too.
| People in the past appeared to be modest and self-effacing(谦让的).
| People may strive to achieve their own goals at the ____小题5:___ of their colleagues.
| The author’s understanding
| Reasons for the changes in author’s eyes
| There are fierce __小题6:___ and great pressure on modern people, ____小题7:____ in the changes.
| The author’s ___小题8:____towards topic
| A relationship which can ___小题9:___ two sides should be ___小题10:_____.
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根据句子结构的语法性，在下面空格处填入—个适当的词或使用括号中词的适当形式填空。
小题1:The teachers are strict _______ their pupils.
小题2:He got his hair _______( cut) here the day before yesterday.
小题3: His car _______(break) down on the way, so he had to walk back.
小题4:I heard some _______(excite) news this morning.
小题5: ______ is very kind of you to give me such a good chance.
小题6:Life is limited, ______ there is no limit to learning.
小题7:The boy is eager _______( ride) his new bicycle.
小题8:He didn"t _______( actual) steal the money.
小题9:The little boy was absorbed in _______(listen) to the music.
小题10:She"s the student _______ English is the best in my class.
小题11: _______(give) more time, we would be able to do the work better.
小题12:Going to Guangzhou by train _______(take) about 12 hours from here.
小题13:She is _____ attractive girl, so everyone wants to make friends with her.
小题14:Most of the people _______(invite) to the party were our old friends.
小题15:He didn’t take good care of my camera last time, so I am _______(willing) to lend it to her this time. |
阅读下列应用文及相关信息，并按照要求匹配信息。
首先，请阅读以下有关电视节目的信息。
A. TV1 7:20 p.m. Find out more about Australia’s animal life. This film was made last year by one of Australia’s best-known cameramen, Dougie Bond. He spent over 200 hours filming the birds, animals and fish that inhabit this beautiful continent and for the first time brings some of these unusual animals to our TV screens.
B. TV3 9:00p.m. The popular science programme is back with the latest in technology and medicine. This week, cars that run on sunlight and the story of one baby’s fight to live.
C. TV2 8:10p.m. Do you think what goes into the food most of us eat every day of the week? Tonight’s programme takes a serious scientific look at the bread industry. Whether you bake your own bread or just enjoy buying it, this programme will give you an interesting insight into something most of us eat every day of the week.
D. TV1 5:15p.m. Busy parents? Bored children? Do you want something educational to entertain your children while you do something else? This popular magazine programme is for the under-fives. More music, fun, songs and games with Carla and Larry.
E. TV3 8:45p.m. If you’ve always wanted to cook, now it’s your chance to learn. In the studio are two chefs who will take you through some simple recipes step by step. This is a repeat of the popular series shown last year, and available from good bookshops.
F. TV3 7:40p.m. The latest new music. Pete Hogg looks at the best of the current rap, raga and new jack swing plus new video releases. This is the programme that tells you all about what’s happening on the music scene and brings you interviews with tomorrow’s young artists.
请阅读以下观众的信息，然后匹配与其适合的电视节目。
小题1:Rob leads a quiet life in a small village, but that doesn’t stop him from wanting to find out about the latest scientific development.
小题2:Bella enjoys eating out but can’t afford to spend very much at the moment as she is saving for a holiday. She has never learnt how to cook, so now it might be quite a good time to find out！
小题3:Dan is interested in taking wildlife photographs and enjoys the kind of programme which gives him a chance to see a professional photographer at work.
小题4:Gina is a music teacher. Although she prefers classical music, she likes to follow the kind of music that interests the teenagers she teaches.
小题5:Ron’s wife is in hospital. He wants to finds a programme suitable for his three-year-old son while he gets on with the housework and prepares a meal. |
书面表达(共两节，满分40分)
句子考查
小题1:The network in our school consists of over one hundred computers. (改写)
The network in our school ______ _______ _______ ______ over one hundred computers.
小题2:My grandson watched the plane go higher and higher until he didn’t see it. (改写)
My grandson watched the plane go higher and higher until he _____ _____ ______ _____.
小题3:Inspired by the English teacher, the students worked even harder. (改写)
______ ______ ______ _____ by the English teacher, the students worked even harder.
小题4:说得容易，做得难。(翻译)
______________________________________________________________.
小题5:We can solve this problem successfully only in this way. (改为倒装句)
Only ______________________________________________________________.
小题6:I saw many excited people in the street the day before yesterday. (就划线部分强调)
It _______________________________________________________________. |
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一个最恰当的单词。
注意：每个空格只填一个单词。请将答案写在答题卷上。
Maybe you are an average student. You probably think you will never be a top student. This is not necessary so, however. Anyone can become a better student if he or she wants to. Here’s how.
1) Plan your time carefully. When you plan your week, you should make a list of things that you have to do. After making this list, you should make a schedule of your time. First your time for eating, sleeping, dressing, etc. then decide a good, regular time for studying. Don"t forget to set aside enough time for entertainment. A weekly schedule may not solve all your problems, but it will force you to realize what is happening to your time.
2) Find a good place to study. Look around the house for a good study area. Keep this space, which may be a desk or simply a corner of your room, free of everything but study materials. No games, radios, or television! When you sit down to study, concentrate on the subject.
3) Use your time in class properly. Take advantage of class time to listen to everything the teachers say. Really listening in class means less work later. Taking notes will help you remember what the teacher says.
4) Study regularly. When you get home from school, go over your notes, especially the important points that your teacher mentioned in class. If you know what your teacher is going to discuss the next day, read that material will become more meaningful, and you will remember it longer.
5) Develop a good attitude about tests. The purpose of a test is to show what you have learned about a subject. They help you remember your new knowledge. The world won’t end if you don"t pass a test, so don"t be overly worried.
There are other methods that might help you with your studying. You will probably discover many others after you have tried these.
Title: 小题1:________ to become a better student
General methods
| Details
| Advantages
| Plan your time with 小题2:______
| Make a list.
| Force you to realize 小题3:________ is happening to your time.
| Make a schedule.
| Find a good place to study
| Free of everything but study
小题4:________.
| You can pay小题5:________ to the subject.
| 小题6:Make ____ use of your time in class
| Listen to everything the teachers say.
|
Really listening in class means less work later.
| 小题7:_______ notes.
| Study regularly
| 小题8:_______ your notes.
| Help you understand it better and remember it longer.
| Read new material.
| Develop a good attitude about tests
| Don’t worry 小题9:________ much.
| Remember your new 小题10:________.
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