High-quality customer service is preached(宣扬) by many ,but actually keeping cust
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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 a 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 bad to bosses.
According to the research, shoppers who bought clothing met 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 parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses 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 filling complaints to the boss, instead of complaining to the rest of the world. Bosses 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. Most customers won’t bother to complain even if they have had unhappy experiences.
B. Customers would rather relate their unhappy experiences to people around them.
C. Few customers believe the service will be improved.
D. Customers have no easy access to store managers.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A. New customers are sure to replace old ones.
B. It is not likely the shopper can find the same products in other stores.
C. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store B. won’t have trouble parking their cars
C. won’t have any worries about safety D. can find their cars easily after shopping
4. What contributes most to smoothing over issues with customers?
A .Manners of the salespeople B. Hiring of efficient employees
C. Huge supply of goods for sale D. Design of the store layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic（外交）way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores |
答案
小题1:B
小题2:D
小题3:B
小题4:A
小题5:C |
解析
| 略 |
举一反三
The first time I saw Carlos I would never have believed he was going to change my life. I had my arms full of books and I was tearing into the classroom when 1 ran into something solid. It was Carlos.
“My God, you’re tall,” he said.
Of course, the class began to laugh. Angry. I walked to my seat without a word.
I glanced back to see if Reed Harrington was laughing with the rest. That would be the last straw. But Reed was studying chemistry and did not seem to be aware of anything else. I didn’t know why I considered Reed my friend. Maybe just because he was a good two inches taller than I. Anyway, every time I blew out my birthday candles and made a wish, it was for a date with Reed Harrington.
“Take that seat，” Mr. McCarthy told the cocky newcomer Carlos，pointing to the only empty one，in the back of the room.
Carlos grinned,“But I need a couple of dictionaries.”Again the class laughed, but now they were laughing with Carlos，not at him. He had been here only 10 minutes and already he had them on his side.
It was the school elections that made me think of Carlos again. Reed Harrington was voted president and Carlos vice-president. “How come?”I kept asking myself,“How come this shrimp who’s only been in town for a little over a month gets to be so popular?”
So that morning，I stopped Carlos and said，“It doesn’t seem to bother you — being short.”He looked up at me , “Of course I mind being short. But there isn’t anything I can do about it. When I realized I was going to have to spend my life in this undersized skin，I just decided to make the best of it and concentrate on being myself.” “You seem to get along great,”I admitted, “But what about me? Nobody wants to date a girl taller than he is.” “The trouble with you is you’re afraid to be yourself. You’re smart. And you could be pretty. In fact, you might be more than pretty.” I felt myself turning red…
56．The author was angry because ________.
A．the class made fun of her B．Carlos was too rude to her
C．she had to carry many books D．Reed Harrington didn’t date her
57．Which of the following about Carlos is NOT TRUE?
A．He was popular. B．He was new in the school.
C．He was shorter than the author. D．He was chosen president in the school elections.
58．We can infer from the passage that ________.
A．Carlos and the author have become good friends
B．the author will be more confident
C．Carlos always encouraged the author
D．the author was tall
59．What’s the best title of the passage?
A．How to be popular B．A tall girl
C．Be yourself D．Something about Carlos |
Fire can help people in many ways. But it can be very dangerous. Fire can heat water, warm houses, give light and cook. But fire can burn things, too. It can burn trees, houses, animals or people. Sometimes big fire can burn forests.
Nobody knows for sure how people began to use fire. But there are many interesting stories about the first time a man or a woman started a fire. One story from Australia tells about a man very, very long time ago. He went up to the sun by a rope (绳子) and brought fire down.
Today people know how to make a fire with matches (火柴). Children sometimes like to play with them. But matches can be very dangerous. One match can burn a piece of paper, and then it might burn a house. A small fire can become a big fire very fast. Fire kills many people every year. So you must be careful with matches. You should also learn to put fires. Fires need oxygen (氧气). Without oxygen they will die. Cover a fire with water, sand or sometimes with your coat. This keeps the air away from a fire and kills it. Be careful with fire, and it will help you. Be careless with fire, and it will burn you.
49.How did people begin to use fire? _________.
A. Not everybody knows how people began to use fire
B. Nobody knows how to make a fire
C. It is an Australian who started a fire
D. We are not sure how people began to use fire
50.Children mustn’t play with matches because ________.
A. matches burn paper B. it isn’t interesting
C. they can be dangerous D. they can burn a house
51.When you are going to put out a fire, you ______,
A. must be careful B. should keep air away from it
C. must know it is dangerous D. should cover it with water |
EBabies are not just passing idle time when they stare goggle-eyed at the television—they are actually learning about the world, U.S. researchers said. Parents may want t limit what their babies see on television , based on the study, said Donna Mumme, assistant professor of psychology at Tufts University in Boston, who led the research. “Children as young as 12 months are making decisions based n the emotional(情感的)reactions of adults around them,” Mumme said in a statement. “It turns out they can also use emotional information they pick up from television. This means that adults might want to think twice before they speak in a loud and harsh voice or let a baby see television programs meant for information about the world. A mother urging her baby to eat some “yummy” soup on a brother crying in fear when a dog approaches can influence a baby’s reaction. Mumme’s team tested babies to determine. If television has the same influence, showing actors reacting on a videotape to objects such as red spiral letter holder, a blue humpy ball, and a yellow garden hose attachment. Babies aged 10 months or 12 months were later given the same objects to play with. Ten-month-olds did not seem to e influenced by the video buy the 1-year-olds were. When the actors acted neutrally or positively to an object, the babies happily played with them. But if the actor had seemed afraid or disgusted, the babies would avoid the object.
72．Psychology is the study of .
A．human’s society and its growth
B．human’s hopes had dreams
C．human’s mind and behaviors
D．human’s languages and cultures
73．Which of the following is Mumme’s conclusion?
A．Small babies should not be allowed to watch television programs.
B．Adults need to think twice before they act in front of small babies.
C．TV programs provide small babies with all the information they need.
D．One-year-olds can be emotionally influenced by TV programs.
74．Mumme reached his conclusion by .
A．measuring the time babies spent in front of TV.
B．making TV programs and advertisements for kids.
C．showing actors how to react to blue bumpy balls
D．observing small babies’ reactions to TV programs
75．Which of the following may the study lead to according to the researchers?
A．Parents may want to limit what their babies see on television.
B．Actors may try to behave themselves well in front of babies.
C．Babies may be allowed to choose what they see on TV.
D．Scientists may stop ignoring babies’ emotional world. |
第三部分：阅读理解（共20小题，每题2分，满分40分）
阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。
Until quite recently, I knew only three things about my father: I knew his name, David S. Johnson, Jr. I knew he was an only child, and I’d been told he was killed on April 12, 1945, somewhere in Germany.
I used to come to visit my Granny. “Daddy David and his two friends were out in the fields, making sure the way was safe for the others to follow,” she told me. “All of a sudden there was an explosion. All three of them were killed.” Granny was looking down, stroking one thin hand with the other. Then there were no words but silence.
I began my search and collection for information about my father as my 50th birthday and the 50th anniversary of his death drew near. I was told that the explosion had blown him to bits and I had great difficulty collecting anything I could find about him bit by bit. Bits of information about his began falling into my hands, my mind and my heart. Longing to know my father kept me connected to him. It was time to transform my longing into knowledge.
Once upon a time he was alive, and my mother and father were deeply in love. They were married, and they had a child, my brother David. Then my father left for the war.
I was born in January 1945. On February 15 my father wrote me a letter of welcome. The letter is kept in my baby book, “Dear Susan, you have a very good family. Your dad is sort of a less able person. Your mother is the most wonderful person I’ve ever known. I’ve always marveled at my great good fortune to have her and been loved by her. If you follow her words and examples, you may expect to meet life in the best possible way, and your path will always be the right one. Your father, Dave.”
Black on white paper, the words are from my father. From them I grow into a person of loyalty and love. How I long for stories that will bring him to life!
1．The writer got to know her father’s story of death from .
A．her father’s friends B．someone in Germany
C．her grandmother D．a little child
2．The author meet difficulty finding information about her father because .
A．it was too late for her to start the search
B．the explosion left little about her father
C．she only found pieces of hands and legs
D．she didn’t have enough knowledge to do it
3．Which of the following statements is TURE? .
A．Her parents had only one child B．Her father died before her birth
C．Her father was a disabled man D．The writer never saw her father
4．We know from the last paragraph that the author .
A．still hates her father for having left
B．is curious about her father’s death
C．shows much respect for her father
D．is sure that her father may survive |
On December 18, 1620, passengers on the British ship Mayflower came on shore at modern – day Plymouth, Massachusetts, to begin their new settlement, Plymouth Colony.
The famous Mayflower story began in 1606, when a group of reform-minded people in England built their own church, which was separate from the state – supported Church of England. Because of this, they were forced to leave the country and settle in Netherlands. After 12 years of struggling to adapt and make a hard living, the group sought financial backing from some London merchants to set up a colony in America.
On Septmeber 6,1620, one hundred and two passengers – called Pilgrims (朝圣者) by William Bradford, a passenger who would become the first governor of Plymouth Colony – crowded on the Mayflower to begin the long, hard journey to a new life in the New World. On November 11,1620, the Mayflower landed at Provincetown Harbor. Before going on shore, 41 male passengers – heads of families, single men and three male servants – signed the famous Mayflower contract, agreeing to form a government chosen by common election and to obey all laws made for the good of the colony.
Over the next month, several small leading teams were sent on shore to collect firewood and hunt for a good place to build a settlement. Around December 10, one of these groups found a harbor they liked on the western side of Cape Cod Bay. They returned to the Mayflower to tell the other passengers, but bad weather prevented then reaching the harbor until December 16. Two days later, the first group of Pilgrims went on shore. After exploring the region, the settlers chose a cleared area once controlled by members of a local Native American tribe (部落). The tribe had abandoned the village several years earlier, after an outbreak of European disease.
That winter of 1620 – 1621 was really hard, as the Pilgrims struggled to build their settlement, find food and take care of the sick. By spring, 50 of the original 102 Mayflower passengers were dead. The remaining settlers made contact with returning members of the Native American tribe and in March they signed a peace treaty (条约) with the tribe chief. In the spring time, helped by the locals, the Pilgrims were able to plant crops – especially corn and beans – that were necessary to their survival.
On April 5,1621, the Mayflower and its crew left Plymouth to return to England. Over the next several decades, more and more settlers made the voyage across the Atlantic to Plymouth, which gradually grew into a successful shipbuilding and fishing center.
1．A group of English were forced to leave their country in 1606 because .
A．their belief was different from the official Church
B．they built their own churches in a foreign country
C．they lacked financial support from the government
D．they were ambitious to build the colony in America
2．How many days did the sea journey to Provincetown Harbor last? .
A．103 B．96 C．66 D．35
3．Several leading teams were sent in order to .
A．hunt for food for the passengers B．control local Native Americans
C．build a settlement for the passengers D．explore the region for their settlement
4．From the passage we know that between 1620 – 1621.
A．52 Mayflower passengers died of some illnesses
B．Pilgrims had a good relationship with the locals
C．Plymouth turned a main center for shipbuilding
D．Pilgrims tried to plant corns and beans in winter |
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