题目内容

It would make no ________ whether you agree or not.

A.
troubles
B.
trouble
C.
difference
D.
differences

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For a few years, I have been wearing a ring on my right hand. It’s not always the   16  ring, but it’s always a ring that has 17 on it so that when I look at it, I’m   18  or reminded of something important. I have made a 19 of buying rings like this whenever I see one in a store. Sometimes I give them away as   20 to someone like Jennie.
I first met Jennie in the   21  waiting room and we had talked several times. One night I sat down beside her and   22  how her son was doing because I knew that he was in very 23   condition. She told me that she didn’t know what to do any more because it seemed none of the   24 from the doctors was good. They weren’t at all sure her son was going to   25  the accident that had hurt him so badly. With 26 in her eyes she said, “They’re   27 my hope.”
I knew then that it was 28 just a coincidence that I was wearing the ring that I had on that day. As she   29 to talk, I   30 slipped the ring off my finger and placed it in Jennie’s hand. I told her to wear it to remember that God loved her and He would be with her 31  all of this.   32 Jennie looked down at the ring, she got excited and then held it tightly, 33  the word written on the ring was “HOPE”.
The last day I was at the hospital, I saw Jennie in the distance as I got on the lift. She   34 and held up the hand with the ring on it as she called out to me saying, “Look, I   35  have Hope!”

While watching the games the other night, I came across an unbelievable sight. It was not a gold medal, or a world record broken, but a show of courage.
The event was swimming and started with only three men on the blocks. For one reason or another, two of them false started, so they were disqualified. That left only one to complete. It would have been difficult enough, not having anyone to race against, even though the time on the clock is important.
I watched the man dive off the bock and knew right away that something was wrong. I’m not an expert swimmer, but I can tell a good dive from a poor one, and this was not exactly medal quality. When he resurfaced, it was evident that the man was not out for gold — his arms were waving in an attempt at freestyle. The crowd started to laugh. Clearly this man was not a medal competitor.
I listened to the crowd begin to laugh at this poor man who was clearly having a hard time. Finally he made his turn to start back. It was pitiful. He made a few desperate strokes and you could tell he was worn out.
But in those few awful strokes, the crowd had changed.
No longer were they laughing, but beginning to cheer. Some even began to stand and shout “Come on, you can do it!” and he did.
A clear minute past the average swimmer, this young man finally finished his race. The crowd went wild. You would have thought that he had won the gold, and should have. Even though he recorded one of the slowest times in Olympic history, this man gave more heart than any of the other competitors.
Just a short year ago, he had never even swum, let alone race. His country had been invited to Sydney.
In a competition where athletes remove their silver medals feeling they have somehow been cheated out of gold, or when they act so proudly in front of their competitors, it is nice to watch an underdog.
68.From the passage we can learn that the young man _______.
A. made his turn to start back pitifully
B. was skillful in freestyle in the game
C. swam faster than the average swimmer
D. was not capable enough to win the medal
69.   The crowd changed their attitudes because _______.
A. they felt sorry for the young man
B. they wanted to show their sympathy
C. they were moved by the young man
D. they meant to please the young man
70.   According to the passage, “it is nice to watch an underdog” probably means _______.
A. it’s amusing to watch a man with awful swimming skills
B. it’s amazing to watch an ordinary man challenging himself
C. it’s cheerful for athletes to act proudly before their competitors
D. it’s brave enough for some athletes to remove the silver medals
71.   What’s the best title for the passage?
A. Go for it!                                      B. Try again！
C. Compete for Gold!                         D. Break a Record!

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, 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 them .The aim is to make the customer feel they know you and that you can trust— 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(购物礼卷)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 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 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.

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.If a manager should show his empathy (Paragraph6), 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.”

4. 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

5.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.

It was a hot summer day. My dad and I were getting ready to go out for a ride on the boat with my friend Katie and the dog when the phone call came, the call that made that bright, beautiful day a cold, dark, gloomy one.

I had just put on my suit, shorts, and tank top, and packed my bag with sunscreen and everything else I would need for the day. I ran into my parents' room to find Dad. When I saw him on the phone, he was crying. I'd never seen my dad cry before. My heart sank. What possibly could have happened?

"Max, I'm so sorry," I heard him say. That's when it hit me. I knew that Suzie had died.Max has been my dad's best friend for years. Suzie, his daughter, had a rare disease that mainly affected her body. Her brain was OK. She knew what was going on; she knew that shehad problems and was different from other kids. Once she told her dad that she wished she could die and be born in a different body. Yet although she couldn't live a normal life ，she was still happy.

When Suzie and I were little, we spent quite a bit of time together. As we grew up, we grew apart. She lived in New York, and I lived in the Midwest. When Suzie was ten she had to live ina hospital in Virginia. About eight months before she died, Max gave us her number at the hospital and we talked at least twice a week until the end. Suzie was always so excited to talk to us and wanted to know every detail about my life. She wanted to know everything I did and every thing I ate. In a way, she lived through me.

After we found out about her death, we made our plans to go to New York for the funeral. When she was alive, I sent her a Beanie Baby and she sent one back to me. I had bought her another one but never had the chance to send it to her, so I took it to put in her casket(棺材).

Her funeral was very different from any funeral I'd ever been to. After they lowered her casket, each one of us put a shovelful of dirt over her. I remember crying so hard, I felt weak. My cheeks burned from the tears. My whole body was shaking as I picked up the shovel, but I'm glad I did it.

When Suzie and I first started calling one another, I thought it would be more of a burden on me, but I was completely wrong. I learned so much from her. She gave me more than I could ever give to her. I will never forget her or the talks we had. I now know that I must never take anything for granted especially my health and the gift of life.

1.The author's family cancelled their ride because______.

A．Katie couldn't join them for the ride

B．the weather was too terrible for a ride

C．they couldn't find their dog

D．Max's daughter passed away

2.What does the underlined part “In a wav, she lived through me.” mean?

A．Suzie got to know what life outside hospital was like by sharing my experience.

B．Suzie was financially dependent of me.

C．Suzie managed to pull through her illness with the help of my family.

D．Suzie was too weak to live her own life.

3.Which of the following is TRUE according to the text?

A．Suzie was the only person helping the author with difficulties.

B．The author feared that she might also get the same disease as Suzie.

C．The author benefited a lot from talking on the phone with Suzie.

D．The author didn't understand Suzie was her true friend until Suzie's death.

4.What is the most important lesson the author learned from Suzie's death?

A．Never let go of a friend even if you are apart.

B．Be thankful for what we have in our life.

C．Talking with a friend can cure your illness.

D．We can learn more from our friends than they do from us.

There is a boy called Bill in my gym class who has unbearably yellow teeth that almost make everyone feel unpleasant．Recently another boy told Bill that he should "go Ajax" his teeth．Bill was crushed．If the other boy had been thinking, he would have realized that there is a better way to handle such a situation．He could have dealt with it with tact．He could have showed this hurtful truth in a more careful, sensitive way—that's "tact"．

If a person isn't sensitive to another's feelings, there is no way he or she can be tactful．Yesterday, my 5-year-old brother proudly announced that he had cleaned the screen on our television set．Unfortunately, he used furniture polish, which produced an oily film on the television screen．My mother smiled arid thanked him for his efforts—and then showed how to clean the screen properly．Her sensitivity enables my brother to keep his self-respect．Yet, sensitivity alone does not make tact．

"Tactfulness" also requires "truthfulness"．Doctors, for example must be truthful．If a patient has just been disabled in an accident, a tactful doctor will tell the truth—but express it with sensitivity．The doctor may try to give the patient hope by telling them curing techniques under study or about advanced equipment now available．Doctors must use tact with patients' relatives as well．Instead of bluntly saying, "Your husband is disabled," a doctor might say, "I'm sorry, but your husband has lost feeling in his legs and．．．"

Tact should not be confused with trickery．Trickery occurs when a nurse is about to give a patient an injection（注射） and says, "This won't hurt a bit．" Instead of trickery, the nurse might guarantee the patient that the discomfort of the injection is a small thing compared to the benefits of it．It would also be thoughtful for the nurse to tell the patients about some of these benefits．

Tact is a wonderful skill to have, and tactful people are usually admired and respected．Without tact our society would become an intolerable place to live in．

1.The underlined word "crushed" in the first paragraph probably means____．

A．surprised B．cheated C．regretful D．painful

2.According to the author, his mother's praise for the brother is ____．

A．sensitive and tactful B．sensitive but not tactful enough

C．truthful but not tactful enough D．sensitive but trickish

3.Which of the following shows the structure of the passage?

（The numbers stand for the paragraphs）

It would make no ________ whether you agree or not.

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