题目内容
That used car is ______.
- A.as good as new
- B.as new as good
- C.as well as new
- D.as new as well
Without most people realizing it, there has been a revolution in office work over the last ten years. Before that time, large computers were only used by large, rich companies that could afford the investment. With the advancement of technology, small computers have come onto the market, which are capable of doing the work that used to be done by much larger and expensive computers, so now most smaller companies can use them
The main development in small computers has been in the field of word processors（处理器）, or WPS as they are often called. 60% of British offices are now estimated to have a word processor and this percentage is growing fast.
There are many advantages in using a word processor for both secretary and manager. The secretary is freed from a lot of daily work, such as re-typing letters and storing papers. He or she can use this time to do other more interesting work for the boss. From a manager’s point of view, secretarial time is being made better use of and money can be saved by doing daily jobs automatically outside office hours.
But is it all good? If a lot of daily secretarial work can be done automatically, surely this will mean that fewer secretaries will be needed. Another worry is the increasing medical problems related to work with visual display units（显示器）. The case of a slow loss of sight among people using word processors seems to have risen greatly. It is also feared that if a woman works at a VDU for long hours, the unborn child in her body might be killed. Safety screens to put over a VDU have been invented but few companies in England bother to buy them.
Whatever the arguments for and against word processor, they are a key feature of this revolution in office practice.
【小题1】Ten years ago, smaller companies did not use large computers because_________.
| A．these companies had not enough money to buy such expensive computers |
| B．these computers could not do the work that small computers can do today |
| C．these computers did not come onto the market |
| D．these companies did not need to use this new technology |
| A．the saving of time and money |
| B．the use of computers in small companies |
| C．the wide use of word processors |
| D．the decreasing number of secretaries |
| A．some secretaries will lose their jobs |
| B．daily jobs can be done automatically outside office hours |
| C．medical problems related to work with a VDU have increased greatly |
| D．the British companies will make less money |
| A．There are both advantages and disadvantages in using a word processor. |
| B．The British companies care much for the health of the people using word processors. |
| C．The technology in the field of computers has been greatly advanced over the last ten years. |
| D．Using word processors, secretaries can get more time to do more interesting work for their bosses. |
| A．safety screens are of poor quality |
| B．working at a VDU for a long time is good for one’s health |
| C．more and more British offices will use word processors |
| D．British companies will need fewer and fewer managers |
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.” |
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B．“I appreciate your understanding.” |
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C．“I’m sorry for the delay.” |
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D．“I know it’s our fault.” |
4. Customer delight is important for airlines because .
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A．their telephone style remains unchanged |
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B．they are more likely to meet with complaints |
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C．the services cost them a lot of money |
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D．the policies can be applied to their staff |
5.Which of the following is conveyed in this article?
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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. |
Onceupon a time there was a wise man that used to go to the sea to do his writing. Hehad a habit of walking on the beach before he began his work.One day he waswalking along the shore. As he looked down at the beach, he saw a human figuremoving like a dancer. He smiled to himself at the thought that someone woulddance on the beach. So he began to walk faster to catch up. As he got closer, hesaw that it was a young man and the young man wasn’t dancing, but instead he wasreaching down to the shore, picking up something and throwing itinto the ocean. As he got closer, he called out, “Good morning! What are youdoing?’’
Theyoung man paused, looked up and replied, “Throwingstarfishes(海星)in theocean.”
“I guess I should have asked, why are you throwing starfishes in the ocean?”
“The sun is up and the tide is going out.And if I don’t throw them in, they’ll die”
“But, young man, don’t you realize thatthere are miles and miles of beach and starfishes all along it. You can’tpossibly make a difference!”
Theyoung man listened politely. Then he bent down, picked another starfish andthrew it into the sea, and said, “It made a difference for that one.”Thereissomething very special in each and every one of us. We have all beengifted with the ability to make a difference. And if we can know that gift, wewill gain through the strength of our vision the power(力量) toshape the future.
We musteach find our starfish. And if we throw our starfish wisely and well, the worldwill be better.
1.One day, the wise man saw a young man _______.
|
A．dancing along the beach |
B．walking with a dancer |
|
C．picking up starfish for sale |
D．trying to save as many starfishes as possible |
2.The underlined words “something very special” refers to ________.
|
A．the gifts from friends |
B．the strength of making decision |
|
C．our own starfish |
D．the ability to make a difference |
3.From the last two paragraphs, we can learn that ________.
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A．the wise man realized something new and important |
|
B．the wise man thought it was foolish of the young man to throw starfishes in the ocean. |
|
C．the young man had the ability to make a difference |
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D．it is necessary for us to save starfish on the beach |
4.The writer told this story to show us _____.
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A．how and where we can write a good article |
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B．everyone can do something for the future |
|
C．wise men are sometimes stupid |
|
D．young men are in fact wiser than old people |