阅读理解。 下面文章中有5处(第1~5题)需要添加小标题。请从以下选项(A、B、C、D、E和F)中选出符合各段意思的小标题，选项中有一项是多余选项。A.
题型：浙江省模拟题难度：来源：
阅读理解。
下面文章中有5处(第1~5题)需要添加小标题。请从以下选项(A、B、C、D、E和F)中选出符合各段意思的小标题，选项中有一项是多余选项。 |
A. Learn to Evaluate Data Correctly
B. Learn to Speak Clearly and Persuasively
C. Learn to Make Decisions Quickly and Properly
D. Learn to Relax Timely
E. Learn to Use Internet Efficiently
F. Learn to Express Yourself Effectively
Top Tips on How to Succeed in Life
What does it take to succeed in life? Author Dustin M. Wax has compiled a list of the top five skills you
need for a successful life.
1._________
Good writing skills are essential for today"s competitive job market. But writing well isn"t just a case of
producing grammatically correct sentences - it involves an ability to organize your thoughts, as well as
being able to target your ideas to an audience in the most effective way possible.
2.__________
With so much information out there, you need to be able to sort the potentially valuable data from the
trivial, to analyze its relevance and meaning, and to relate it back to other information.
3. ___________
Analyzing information is all very well, but at some stage you also need to make a decision. Over-analyzing can lead to hesitation, so you need to learn how to respond quickly and effectively, and to know what to
do based on the information available.
4. __________
You don"t have to know everything, but you should be able to find out what you need to know quickly
and painlessly. This means learning how to use the internet effectively, how to read productively, and how
to draw on your network of contacts efficiently.
5. __________
Being able to switch off is extremely hard for some people, but you need to find time for exercise or ways of relieving stress and tension, or the pressure could end up literally killing you! |
答案
| 1-5: FACED |
举一反三
| 阅读理解。 |
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 researchers, that customers
receiving good service will promote business by telling up to 12 other people; those treated badly tell
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 left 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 then. 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 at that delighting passengers is 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 bookings and flight times. They are trained to answer quickly, with their names, 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. |
| 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 |
| 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 |
| 3. What does the writer recommend to create customer delight? |
A. Calling customers regular.
B. Giving a "thank you "note.
C. Delivering a quicker service.
D. Promising more gifts. |
| 4. If a manager should show his empathy (Paragraph 6), what would be probably said? |
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." |
| 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 |
| 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 air lines then for banks. |
任务型阅读 。
下面文章中有5处(第1~5题)需要添加小标题.请从以下选项(A、B、C、D、E和F)中选
出符合各段意思的小标题，选项中有一项是多余选项。 |
A. Arguments are pointless.
B. Your parents only want what"s best for you.
C. Everyone"s opinion matters only as much as you want them to.
D. You learn by doing.
E. Your emotions are under your control.
F. You aren"t stuck in any situation. | | 阅读理解。 | L1PITOR
ABOUT LIPITOR
Lipitor is a prescription medicine. Along with diet and exercise,it lowers "bad," cholesterol (胆固醇) in
your blood.It can also raise "good"" cholesterol? Lipitor can lower the risk of heart attack in patients with several common risk factors, including family history of early heart disease,high blood pressure,age and
smokin9 ?
WHO IS LIPITOR FOR?
Who can take LIPITOR: .
People who cannot lower their cholesterol enough with diet and exercise
.Adults and children over l0
Who should NOT take LIPITOR:
.Women who are pregnant,may be pregnant,or may become pregnant. Lipitor may harm your
unborn baby.
.women who are breast-feeding. Lipitor can pass into your breast milk and may harm your baby.
.People with liver(肝脏)problems
POSSIBLE SIDE EFFECTS OF LIPITOR
Serious side effects in a small number of people: .
Muscle(肌肉)problems that can lead to kidney(肾脏)problems,including kidney failure .
Liver problems.
Your doctor may do blood tests to check your liver before you start Lipitor and while you are taking
it.
Call your doctor right away if you have:
.Unexplained muscle pain or weakness,especially if you have a fever or feel very fired
.Swelling of the face,lips,tongue,and／or throat that may cause difficulty in breathing or swallowing
.Stomach pain
Some common side effects of LIPITOR are:
.Muscle pain
.Upset stomach
.Changes in some blood tests
HOW TO TAKE LIPITOR
DO:
Take Lipitor as prescribed by your doctor.
Try to eat heart-healthy foods while you take Lipitor.
Take Lipitor at any time of day, with or without food. If you miss a dose (一剂), take it as soon as you
remember. But if it has been more than 12 hours since your missed dose,wait.
Take the next dose at your regular time.
Don"t: Do not change or stop your dose before talking to your doctor.
Do not take new medicines before talking to your doctor. | | 1.What is a major function of Lipitor? | A. To help quit smoking.
B. To control blood pressure.
C. To improve unhealthy diet.
D. To lower "bad" cholesterol. | | 2. Taking Lipitor is helpful for . | A. breast-feeding women
B. women who are pregnant
C. adults having heart disease
D. teenagers with liver problems | | 3. If it has been over 12 hours since you missed a dose, you should . | A. change the amount of your next dose
B. eat more when taking your next dose
C. have a dose as soon as you remember
D. take the next dose at your regular time | | 4. Which of the following is a common side effect of taking Lipitor? | A. Face swelling.
B. Upset stomach.
C. Kidney failure..
D. Muscle weakness. | | 5. What is the main purpose of the passage? | A. To teach patients ways for quick recovery.
B. To present a report on a scientific research.
C. To show the importance of a good lifestyle.
D. To give information about a kind of medicine. | | 阅读理解。 | Have you got a Facebook account? Are you thinking of getting one? Jamie Simmonds has just signed
up. Let"s see how she"s getting along.
My Diary
MONDAY: I"m officially a Facebooker. I find a few people I used to know and I"ve soon got seven
friends. I"ve never felt so popular! I wonder if my old university flatmate Steve is on here…What do you
know! He is! Maybe Facebook has its uses.
TUESDAY: I"ve received lots of nice welcoming messages on my wall. Later, I meet up with Steve
for a drink after not seeing him for five years. We get on really well! Then, he uses his Facebook app for
iPhone to suggest me as a friend to some other former classmates. Some of them even come to the pub
and it"s just like old times - possibly a bit too much like old times. During the night, photos are uploaded to Facebook.
WEDNESDAY: Disaster! My mum"s on Facebook! Has she seen the photos of me dancing on the
table from last night? Has she shown them to dad? Oh. And I have a friend request - mum again!
THURSDAY: There"s a message from my boyfriend, "so, it"s over then, is it?" Evidently I haven"t
changed my settings to show I"m "in a relationship", and I haven"t even added him as a friend. Ah, well, I
wonder what my ex-boyfriend is doing… Whoops! I accidentally type his name into my status box instead of the search "oox, and now every one can see it on their news feed.
FRIDAY: rime to update my status: "Work is boring. Can"t wait for the weekend!" Yeah, that about
sums it up. Oh, look, I"ve received a comment! Someone must feel the same way. Lots of my friends now
"1ike" this status.
SATURDAY: Good news! I"ve got 100 friends but wait! Someone"s "un-friended" me! I look through my "friend list" to try to work out who it was. Why did they do that? Am I really such a terrible person? I
never knew Facebook could be this cruel.
SUNDAY: Wake up. Check my Facebook page. Make coffee. Check my Facebook page again. Get
ready to leave. Change my mind and check my Facebook page … | 阅读理解。
美国长大的台湾人气歌手Wang Lee Hom在接受CNN Talk Asia栏目专访时，回答了主持人
Lorraine Hah提出的五个问题(第1-5题)。请从下列提问(A、 B、C、D、E和F)中选出与他的
回答相匹配的问题，选项中有一项是多余选项。 | A. What do awards mean to you?
B. How would you describe your style?
C. What is it about acting that"s so attractive?
D. How do you deal with this loss of privacy?
E. How do you divide your time in acting and music?
F. What gave you the idea to start the studios in the first place? |
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