题目内容

The weather turned out to be fine yesterday. I ________the trouble to carry my umbrella with me.

A.
should have taken
B.
could have taken
C.
mustn't have taken
D.
needn't have taken

D
试题分析： must + have done：用于肯定句，表示推测，意为“一定(已经)……”。
can + have done：用于否定句或疑问句，表示推测，意为“可能(已经)……”。
could + have done：可用于肯定句、否定句或疑问句，表示推测、责备或遗憾等，意为“可能……”、“本来可以……”、“本来应该……”等。
should [ought to] + have done：可用于肯定句、否定句或疑问句，表示责备或遗憾等，意为“本来应该……”。
need + have done：用于否定句或疑问句，用于否定时意为“本来不必”，用于疑问句时意为“有必要……吗”。
may + have done：用于肯定句或否定句，表示推测，意为“可能(已经)……”。
might + have done：用于肯定句或否定句，表示推测，意为“可能(已经)……(此时 might 可换为 may)；另外还可以表示过来可能发生的事结果未发生，意为“本来会……”(此时 might 不能换为 may)。
本句中既然天气是晴朗的那么就没必要在带雨伞了，故选D。
考点：考查情态动词的完成式的用法。
点评：本题难度适中。情态动词的完成式是高中阶段的重难点之一，需要考生熟记它们的用法，在各类考试中经常出现，它主要用于表示对过去情况进行推测或责备等。
即学即练：1) You____ all those clothes! We have a washing machine to do that sort of thing
　　A. needn't have washed　　B. shouldn't have washed　
　 C. must not have washed　　D. can not have washed
解析：A。

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　　In the more and more competitive service industry it is no longer enugh pro? 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 reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated 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 sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

　　“Many people do not like talking to machines,”days 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-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”

　　Reg? Customers; and always returning calls, even when they are compants．

　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

　　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,? 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? each other as customers requiring the highest standards of service．

　　Customer care is obiously here to stay and it would be a foolish company that used slpgznd? 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 2that ________．
[　　]
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．	Gibing a “thank you “note．
C．	Delivering a quicker service．
D．	Promising more gifts．

(4)

If a manager shoud show his empathy(Paragraph 6), what would be probably say?
[　　]
A．	”I know how upset you must be．”
B．	”I appreciate your understandig．”
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 a?

(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 cuatomer．
C．	A company should promise less but do more in a competitive market．
D．	Customer delingt is more important for air lines then for banks．

The weather turned out to be fine yesterday. I ________the trouble to carry my umbrella with me.

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