I once did a year of voluntary service in a residential home for people with lea
题型：不详难度：来源：
I once did a year of voluntary service in a residential home for people with learning disabilities. It was set in an English village deep in the countryside, quite different from my home in Sweden. One of my fellow volunteers, a girl from Tanzania, seemed a little unhappy, so I asked what the problem was. She told me she had a friend back home who had financial difficulties and maybe it was impossible for her to complete her university courses.
So this friend of mine had sent all her money to Tanzania to support her friend! This meant that she didn"t have much food to eat and no money to go anywhere outside the village.
I was so touched and I felt I had to do something. So, during my next trip to one of the nearby towns I walked into a shop. I didn’t have much money left myself but I thought I"d buy her an extra box of chocolate we both liked and some rice. I started talking to the woman（also a volunteer）working in the shop and eventually told her about my friend.
The woman looked at me, amazed. “Does she eat pasta?” she asked. “Yes,” I replied. She immediately started loading a bag with pasta, cookies, and other things until the bag was full. “Give her this for me. It’s my treat!’’ I couldn’t believe it but accepted with happiness. As I left the shop to go home with my unexpected bag of food, I asked the woman her name. “Just Gloria,” she said.
Imagine my friend’s face when I arranged the gifts on my kitchen table and fetched her from her room to see! I had never seen her so happy! A few weeks later she found Gloria in the shop and thanked her in person.
These two extraordinary women really showed me what true kindness and compassion（同情）are, and the impression will stay with me for the rest of my life!
小题1:The underlined word “it” in Paragraph 1 probably refers to . | A．the shop | | B．the writer"s home | | C．the residential home | | D．a year of voluntary service |
小题2:Why did the girl from Tanzania seem a little unhappy?| A．Because she had to stop her voluntary work. | | B．Because she had no money to buy food or other things. | | C．Because she had spent all her money on food and clothes. | | D．Because her friend in Tanzania maybe had to quit school for lack of money. |
小题3:Why did the writer help the girl from Tanzania?| A．Because the writer was a volunteer. | | B．Because they lived in the same room. | | C．Because the writer was moved by her kind act. | | D．Because the writer didn’t wish she went hungry. |
小题4:From the text, we know that . | A．the writer was from England | | B．the writer was a university student from Tanzania | | C．Gloria was from Sweden and was very kind to the writer | | D．the writer volunteered to help people with learning disabilities |
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答案
小题1:C
小题2:D
小题3:C
小题4:D |
解析
在这个世界上，善良的人总是大多数的。
小题1:考查代词。根据这句话I once did a year of voluntary service in a residential home for people with learning disabilities. It was set in an English village deep可知it指代上文的residential home。这个residential home坐落于英国乡下深处。
小题2:细节题。根据第一段的She told me she had a friend back home who had financial difficulties and it was impossible for her to complete her university courses. 可知D符合要求。
小题3:细节题。根据第三段第一行I was so touched and I felt I had to do something.可知C正确。
小题4:细节题。根据文章第一段第一行I once did a year of voluntary service in a residential home for people with learning disabilities. |
举一反三
The story happened on a hot heavy rainy day.
After class, I took a few bottles to go and 36 some water from the water room. Oh! There were so many people! I had to wait 37 the rain. My hair didn"t get wet because I wore a hat, but my clothes 38 .
When at last it was my 39 , I filled the bottles as quickly as possible. I began making my way back when I saw a boy 40 towards me. He 41 two umbrellas in his hand. He shouted hello and as he came 42 , I recognized that it was Tom.
He 43 my classmate for nearly three years, but we never 44 more than ten sentences. He was silent, but I liked talking. We were quite 45 people and had nothing in common. I didn"t 46 him and even didn"t want to see him.
"Hey! What"s wrong?" His words 47 me out of my thought. "I saw you 48 in the rain, so I brought you this umbrella. But it seems a little 49 , your clothes are already wet,"
On hearing this, I was so 50 that I couldn"t say a single word.
"Don"t just stand there. Let"s go!" He said and held the umbrella for me. We walked towards 51 and this time we talked 52 .
"I know you don"t like me, but I want to 53 with you." he said, "You may think I am silent, but it is because I can"t find the right 54 to say."
The rain finally stopped and we saw a rainbow in the blue sky. I said to myself, "It is wrong to 55 someone only by his appearance.
| 小题1: | | A．collect | B．drink | C．move | D．hold |
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| 小题4: | | A．wish | B．duty | C．job | D．turn |
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| 小题5: | | A．come | B．came | C．coming | D．comes |
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| 小题6: | | A．had held | B．has held | C．was holding | D．holds |
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| 小题7: | | A．near | B．nearly | C．nearer | D．nearest |
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| 小题8: | | A．has been | B．had been | C．is | D．would be |
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| 小题9: | | A．shared | B．talked | C．spoke | D．called |
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| 小题10: | | A．the same | B．familiar | C．strange | D．the best |
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| 小题11: | | A．hate | B．ignore | C．like | D．forget |
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| 小题12: | | A．brought | B．made | C．got | D．surprised |
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| 小题13: | | A．stood | B．stand | C．standing | D．are standing |
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| 小题14: | | A．early | B．frequent | C．usual | D．late |
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| 小题15: | | A．moving | B．move | C．moved | D．moves |
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| 小题16: | | A．the meeting room | B．the park | C．the playground | D．the dormitory |
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| 小题17: | | A．nothing | B．too much | C．a lot | D．something |
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| 小题18: | | A．make friends | B．have words | C．have a speech | D．shake a hand |
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| 小题19: | | A．times | B．words | C．places | D．news |
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| 小题20: | | A．understand | B．see | C．judge | D．decide |
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A jobless man applied for the position of "office boy" at Microsoft. The manager interviewed him and then watched him cleaning the floor as a test.
"You are employed," he said. "Give me your e-mail address and I"ll send you the application to fill in, as well as the date when you may start."
The man replied, "But I don"t have an e-mail."
"I"m sorry," said the manager. "If you don"t have an e-mail, that means you do not exist. And who doesn"t exist cannot have the job."
The man left with no hope at all. He didn"t know what to do, with only ten dollars in his pocket. He then decided to go to the supermarket and buy 10kg tomatoes. He then sold the tomatoes from door to door. In less than two hours, he succeeded to double his money. He repeated the practice three times, and returned home happily with 60 dollars.
The man realized that he can survive in this way, and started to go every day earlier and return late. Thus, his money doubled or tripled every day. Shortly, he bought a cart, then a truck, and then he had his own fleet of delivery vehicles. Five years later, the man is one of the biggest food retailers in the US.
He started to plan his family"s future and decided to have a life insurance. He called an insurance broker (代理人) and chose a protection plan.
When the conversation was concluded, the broker asked him his e-mail. The man replied, "I don"t have an e-mail."
The broker answered curiously, "You don"t have an e-mail, and yet have succeeded to build an empire. Can you imagine what you could have been if you had an e-mail?" The man thought for a while and replied, "Yes, I"d be an office boy at Microsoft!"
小题1:Why can"t the man have the job at Microsoft?| A．Because he was lazy. | | B．Because he didn"t pass the test. | | C．Because he didn"t have an e-mail. | | D．Because he didn"t have a computer. |
小题2:The underlined word "triple" in the passage can be replaced by "____".| A．become twice | | B．become 3 times | | C．decrease twice | | D．decrease 3 times |
小题3:Which of the following is TRUE?| A．The man is one of the biggest food retailers in the world. | | B．The man didn"t give up though he failed the interview. | | C．He started his career by selling tomatoes in the supermarket. | | D．Those who have e-mails can work at Microsoft. |
小题4:The man can be described as ____.| A．helpful and thoughtful | | B．positive and generous | | C．smart and hardworking | | D．stubborn and selfish |
小题5:Which of the following can best describe the story?| A．Misfortune may be an actual blessing. | | B．A good beginning is half done. | | C．Accidents will happen. | | D．No pains, no gains. |
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When I began planning to move to Auckland to study, my mother was worried about a lack of jobs and cultural differences. Ignoring these 36 , I got there in July 2010. 37 I arrived, I realized the importance of getting a job 38 my living expenses. Determined to do this 39 , I spent several weeks going door-to-door for a job, but found 40 response(回应).
One afternoon, I walked into a building to ask 41 there were any job opportunities(机会). The people there advised me not to continue my job search in that 42 . As I was about to 43 , a man who had been listening approached me and asked me to wait outside 44 . Nearly ten minutes later, he 45 . He asked me about my plans and encouraged me to stay 46 . Then he offered to take me to Royal Oak to 47 a job.
I was a little surprised, but had a 48 feeling about him. Along the way, I realized that I had 49 resumes(简历). Seeing this, the man 50 at his business partner’s office to make me fifteen 51 copies. He also gave me some 52 on dressing and speaking. I handed out my resumes and went home feeling very 53 . The following day, I received a 54 from a s tore in Royal Oak offering me a job.
It seems that the world always 55 to you when you need it. And this time, it was a complete stranger who turned out to be a real blessing.
| 小题1: | | A．doubts | B．concerns | C．instructions | D．reasons |
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| 小题2: | | A．Even if | B．Every time | C．Now that | D．Soon after |
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| 小题4: | | A．on my own | B．on my way | C．by any chance | D．by the day |
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| 小题5: | | A．any | B．much | C．some | D．little |
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| 小题6: | | A．why | B．wherever | C．whether | D．whenever |
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| 小题7: | | A．direction | B．attitude | C．language | D．manner |
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| 小题8: | | A．answer | B．work | C．leave | D．refuse |
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| 小题9: | | A．for ever | B．at any time | C．as usual | D．for a while |
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| 小题10: | | A．returned | B．hesitated | C．passed | D．regretted |
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| 小题11: | | A．silent | B．busy | C．positive | D．comfortable |
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| 小题12: | | A．pick out | B．search for | C．take on | D．give up |
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| 小题13: | | A．dull | B．good | C．guilty | D．general |
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| 小题14: | | A．made use of | B．taken care of | C．run out of | D．become tired of |
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| 小题15: | | A．stopped | B．knocked | C．glanced | D．appeared |
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| 小题16: | | A．right | B．more | C．former | D．different |
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| 小题17: | | A．pressures | B．agreements | C．impressions | D．suggestions |
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| 小题18: | | A．lonely | B．funny | C．disappointed | D．satisfied |
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| 小题19: | | A．call | B．tip | C．present | D．report |
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| 小题20: | | A．turns off | B．goes over | C．gives back | D．looks up |
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In the more and more competitive service industry, it is no longer enough to promise 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 researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their 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 staff training in order to cope with the “phone rage”—caused by delays in answering calls, being cut off in mid-conversation or let waiting for long periods.
“Many people do not like talking to machines,” says 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 them. 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-delivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers in an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about booking and flight times. They are trained to answer quickly, with 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 taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please.” On the other hand, the more customers are promised, the greater the risk of disappointment.
小题1:We can learn from Paragraph 2 that__________.| 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 |
小题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 |
小题3:What does the writer recommend to create customer delight?| A．Calling customers regularly | | B．Giving a “thank you” note | | C．Delivering a quicker service | | D．Promising more gifts |
小题4:If a manager should show his empathy (Paragraph 6), what would he probably say?| A．“I know how upset you must be.” | | B．“I appreciate your understanding.” | | C．“I’m sorry for the delay.” | | D．“I know it’s our fault.” |
小题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 applied to their staff |
小题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 customers | | C．A company should promise less but do more in a competitive market | | D．Customer delight is more important for airlines than for banks |
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At Priya"s wedding party, her mother gave her a newly opened bankbook and said, "Priya, keep it as a 21 of your marriage life. When something 22 happens, put some money in and give a brief 23 to it next to the line. The happier the event is, the more money you can put in. When 24 after years, you will know how much happiness you"ve 25 ".
Priya and Hitesh both thought it a great idea and soon made the first deposit(储蓄). 26 , after years, they started quarrelling and fighting. They both 27 marrying the worst person in the world.
One day Priya talked to her mother, "Mom, we can"t 28 it any more. We decided to get divorce! I can"t imagine 29 I decided to marry this Guy!!!" Her mother responded, "Just do whatever you want, but before that do one thing first. 30 the bankbook I gave to you on your wedding party? Take out all the money and 31 it first. You shouldn"t keep any record of such a 32 marriage. "Priya thought it was 33 . So she went to the bank, 34 to draw out all the money. While waiting in the queue, she took out the bankbook and recalled the memories of all the previous 35 . Her eyes filled with tears, she left in a (an) 36 . When she returned home, she handed the bankbook to Hitesh, asking him to spend the money.
The next day, Hitesh gave the bankbook back to Priya. 37 , she found a new deposit of $5000, with a line next to the record:" This is the day I 38 how much I"ve loved you. How much happiness you"ve brought me." Much 39 , they hugged and cried, putting the bankbook back to their 40 .
| 小题1: | | A．record | B．respect | C．remark | D．guide |
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| 小题2: | | A．uncertain | B．unexpected | C．pleasant | D．annoying |
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| 小题3: | | A．arrangement | B．comment | C．promise | D．dream |
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| 小题4: | | A．taking up | B．looking out | C．taking in | D．looking back |
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| 小题5: | | A．harvested | B．bought | C．offered | D．wanted |
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| 小题6: | | A．Besides | B．Anyway | C．Instead | D．However |
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| 小题7: | | A．enjoyed | B．risked | C．regretted | D．stopped |
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| 小题8: | | A．help | B．stand | C．blame | D．defeat |
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| 小题10: | | A．Return | B．Lose | C．Check | D．Remember |
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| 小题11: | | A．devote | B．spend | C．lend | D．waste |
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| 小题12: | | A．happy | B．poor. | C．simple | D．tranditional |
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| 小题13: | | A．reasonable | B．faithful | C．hopeful | D．responsible |
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| 小题14: | | A．planning | B．pretending | C．hesitating | D．preferring |
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| 小题15: | | A．trouble | B．experiences | C．quarrels | D．happiness |
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| 小题16: | | A．panic | B．ease | C．hurry | D．while |
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| 小题17: | | A．Interestingly | B．Naturally | C．disappointingly | D．Surprisingly |
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| 小题18: | | A．admit | B．search | C．realise | D．declare |
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| 小题19: | | A．attracted | B．tired | C．puzzled | D．moved |
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| 小题20: | | A．safe | B．mother | C．bank | D．wedding |
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