阅读理解。 High-quality customer service is preached(宣扬) by many, but actually ke
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阅读理解。 |
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 retail 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 to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school. "Storytelling hurts retailers 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 disastrous to retailers. According to the research, shoppers who purchased clothing encountered 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 peaking spaces. This guidance got rid of the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space. Retailers 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 filing complaints to the retailer, instead of complaining to the rest of the world. Retailers 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. Few customers believe the service will be improved. B. Customers would rather relate their unhappy experiences to people around them. C. Customers have no easy access to store managers. D. Most customers won"t bother to complain even if they have had unhappy experiences. |
2. Shop owners often hire moonlighting police as parking attendants so that hoppers . |
A. can find their cars easily after shopping B. won"t have trouble parking their cars C. can stay longer browsing in the store D. won"t have any worries about security |
3.What contributes most to smoothing over issues with customers? |
A. Design of the store layout. B. Hiring of efficient employees. C. Manners of the salespeople. D. Huge supply of goods for sale. |
4.To achieve better shopping experiences, customers are advised to . |
A. voice their dissatisfaction to store managers directly B. shop around and make comparisons between stores C. settle their disputes with stores in a diplomatic way D. put pressure on stores to improve their service |
答案
1-4BBCA |
举一反三
阅读理解。 阅读下面的短文,并根据要求答题。(请注意问题后的字数要求)。 |
【1】It seems like everyone has a blog these clays. To make it a popular website,there are a few general guidelines you should follow to increase your chances of success. 【2】Write about what you know,and stick to one topic for a while. If you write without checking facts or with no experience behind your articles. people won"t believe it and won"t come back to your site. Similarly,if you write about too many different topics,you won"t be able to build up an audience of readers as easily. 【3】The first thing students are taught as early as grade school about evaluating websites is that if there are a bunch of grammatical errors,the website probably isn"t credible(可信的).This means that you need to check every single post you write before you put it up on your site. It"s a good idea to write something,leave it sit for a while,and then come back to read it over before you post it. This gives you flesh eyes to catch mistakes. 【4】Keeping a schedule of posts can help you not disappoint your readers,because they will start to come back to your site regularly to see what"s new. It"s a good idea to set a goal for yourself and keep it,which is important to keep your readers coming back for more. 【5】Knowing how search engines like Google or Bing find your site can help your posts show up higher on Internet searches and,therefore,get you more clicks to your site. 【6】Websites now are so advanced in their graphic design that the way a website looks can point to its credibility just as much as being error-free. Choose a clean theme for your blog,the easier the site is to read,_________. |
1. What is the author"s purpose of writing this passage? (no more than 10 words) __________________________________________________________________________
2. What makes your blog credible? (no more than 9 words) ①______________________②______________________③_______________________
3. Fill in the blank in Paragraph 6 with proper words.(no more than 8 words) __________________________________________________________________________
4. Why should one keep a schedule to write often for his blog? (no more than 15 words) _________________________________________________________________________ _________________________________________________________________________
5. Translate the underlined sentence in Paragraph 2 into Chinese. __________________________________________________________________________ _________________________________________________________________________ |
阅读理解。 |
Mr. Brown first went to look at the underground-fire when he was seven. "Through the hole in the earth you could see the orange fire, but you had to look fast because it was so hot," said Mr. Brown. In 1898,he saw the fire once more. Now, we can only see the smoke. The fire Mr. Brown saw is not the underground-fire. In fact ,there are 260 coal fires in the world. They are harmful and dangerous. Then how to put them out? Scientists have tried to set fire to underground coal to speed up the fires. In this way, the burning of underground coal would be soon finished. |
1. Mr Brown said that we had to take a fast look at the fire because _____. |
A. it was in the hole B. it was very hot C. it was orange D. it was harmful |
2. How many coal fires are there in the world? |
A. There"s only one B. It"s hard to say C. There are 260 D. The article doesn"t tell us |
3. What"s one of the best ways to put out the underground fire? |
A. To cover the holes with stones B. To speed the fire C. To see the fire burning D. To do some experiments |
4. What is the best title for the article? |
A. Watching the Underground-fire B. A Way to Put out the Underground Coat Fires C. The Burning Earth D. Coal and Coal Fires |
阅读理解。 |
Canada is a very large country. It is bigger than China. China is the third largest country in the world. Canada is the second largest . It has an area of nearly 10 million. Canada has a very long coastline. To the west is the Pacific Ocean. To the east is the Atlantic Ocean. The Arctic Ocean is in the north. There are many islands off the Pacific coast and off the Arctic coast. The biggest one in the west is Vancouver Island. In the east there is New Foundland, and in the Arctic Ocean the biggest islands are Baffin Island and Victoria Island.(Greenland is not part of Canada. It is a part of Denmark, a country in northern Europe.) Canada has a long border with the USA in the south. In the northwest Canada borders on the American "State of Alaska". Canada is a northern country. The Arctic Circle (Latitude 16°N) passes through the northern part . in the south, half of the border with the USA follows line of latitude 49°N. |
1. Which of the following statements is true? |
A. USA is the second largest country in the world. B. Canada has nearly 10 million sq. km. So it is the second largest country on the world. C. China is as large as Canada and the secong largest country in the world. D. Russia is the second largest country in the world. |
2. Whar ocean is in the north of Canada? |
A. The Pacific Ocean B. The Atlantic Ocean C. The Indian Ocean D. The Arctic Ocean |
3. There are many islands in Canada, and Vancouver Island is _____. |
A. in the west B. in the east C. in the north D. in the south |
4. Alaska is one of the states of America. It is on the _____ of Cananda. |
A. northeast B. southeast C. northwest D. southwest |
阅读理解。 阅读下面短文并回答问题,然后将答案写到答题卡相应的位置上(请注意问题后的词 数要求)。 [1] When you get in your car,you reach for it. When you"re at work, you take a break to have a moment alone with it. When you get into a lift, you play with it. [2] Cigarette? Cup of coffee? No, it"s the third most addictive thing in modern life: . And experts say it is becoming more difficult for many people to control their longing to bug it more tightly than most of their personal relationships. [3] The costs are becoming more and more evident,and I don"t mean just the monthly bill. Dr. Chris Knippers,a counselor at the Betty ford Center in Southern California,reports that the overuse of cell phones has become a social problem not much different from other harmful addictions: a barrier to one-on-one personal contact,and an escape from reality. [4] Sounds extreme,but we"ve all witnessed the evidence:The person at a restaurant who talks on the phone through an entire meal,ignoring his kids around the table;the woman who talks on the phone in the car, ignoring her husband;the teen who texts messages all the way home from school, avoiding contact with kids all around him. [5] Jim Williams,an industrial sociologist based in Massachusetts, notes that cell-phone addiction is part of a set of symptoms in a widening gulf of personal separation. He points to a study by Duke University researchers that found one-quarter of Americans say they have no one to discuss their most important personal business with. Despite the growing use of phones,e-mail and instant messaging, in other words,Williams says studies show that we don"t have as many friends as our parents."Just as more information has led to less wisdom,more acquaintances via the Internet and cell phones have produced fewer friends."he says. |
1. Fill in the blank in Paragraph 2 with proper words. (no more than 3 words)
2. Which sentence in the text is closest in meaning to the following one? It is getting increasingly apparent to me that cell phone users have more to sacrifice besides the regular payment for the calls and messages.
3. What is the purpose of Paragraph 4? (no more than 5 words)
4. What do experts say about cell-phone addiction?
5. Translate the underlined sentence in Paragraph 5 into Chinese.
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阅读理解。 根据短文内容,从短文后的选项中选出能填入空白处的最佳选项.选项中有两项为 多余选项。 The Winner"s Guide to Success How do successful people think? What helps them to make success? To find out the answers, an American scholar recently visited some of the most successful people in America. 1 Be responsible for yourself Sometimes you may want to blame others for your failure to get ahead. 2 You"re saying, "You have more control over my life than I do." Live life "on purpose" Almost all successful people live life "on purpose"- they are doing what they believe they should and want to do. When you live your life on purpose, you"ll try your best to do your job or study as well as you can. You love what you do and you can find pleasure in what you do. Write a plan It is very difficult trying to get what you want without a good plan. 3 A good plan is like a map to you. Without this "map", you may waste your time, money and also your energy; while with the "map" you"ll enjoy the "trip" and get what you want in the shortest possible time. Be willing to pay the price Nothing great is easy to get. So you must be ready to work hard - even harder than you have ever done. If you are not willing to pay the price, you won"t get anything valuable. Never give up 4 When you are doing something, you must tell yourself again and again: Giving up is worse than failure because failure can be the mother of success, but giving up means the death of hope. 5 Once an American writer was writing a novel. He could not have a good ending for his book until one night when he had a very good idea. He was so excited that he made a phone call to one of his best friends. "I"ve got a perfect idea," he said, "I"ll put it down later and show it to you." But he never did, because he died that night. His book was left without a perfect ending. So remember, do what you can right away. Never delay at all. |
A. It is just like trying to drive through strange roads to a city far away. B. It seems to us that everyone knows this. But it is easier said than done. C. Some people achieve success much later in life because they fail to realize earlier the importance of hard work. D. In fact, when you say someone or something outside of yourself is stopping you from making success, you"re giving away your own power. E. Someone else"s opinion of you doesn"t have to become your reality. F. Don"t delay G. Here are some keys to success that they give.
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