Standing at an impressive 60-feet tall, this new feature on the US landscape is certainly a traffic stopper．
Motorists have been left open-mouthed at the sight of this landscape image of Leonardo da Vinci’s most famous masterpiece, the Mona Lisa．
Motorist Janet Hunter pulled her car over to take a photograph of the vision about four miles east of Newport, Virginia．
“It’s unbelievable,”she said．“It’s fantastic．”
The amazing reproduction of the Mona Lisa has been created by local artist Samuel Clemens, who says he has been waiting to create a piece of landscape art since he was a child．
“I was always going to do the Mona Lisa,”said Clemens, 48,“I did it because the Mona Lisa is the most recognized thing．”
The masterpiece was recreated by making a stencil(模板)on a canvas, then dusting the hillside with black painting．It took him 14 hours just to lay out the canvas and another nine to spray the 40-by-60-foot painting．
“Whenever someone makes the effort, you have to stop and appreciate it,”said Becky Stillwell of Albany, who brought her guests from Boston to view the work．“Otherwise, people stop doing interesting things．”
Mr．Clemens bought the dairy farm where the Mona Lisa now stands eight years ago with a view to creating the masterpiece on the 60-degree slope behind it．
“I was worried about the detail because the hill isn’t smooth,”he said．“It isn’t like a piece of paper．As it was, I lost a little smile at the corner of her mouth．”
The Mona Lisa will disappear as the grass grows, but Clemens already has plans for 2007, although he is remaining tight-lipped over the details．
(1)
At the sight of the landscape image of Mona Lisa, motorists often feel ________．
[ ]
A．
puzzled
B．
depressed
C．
amazed
D．
worried
(2)
Samuel Clemens does the Mona Lisa probably because ________．
[ ]
A．
a farmer transformed a field into art
B．
he wants to realize his childhood dream
C．
he desires to create a piece of landscape art
D．
the Mona Lisa is the most recognized thing
(3)
How does Samuel Clemens feel about his landscape image?
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．
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