题目内容

【题目】语法填空
Last Friday was a cold day, and the bus was due to come in about 15 minutes. So I went to the nearby convenience store and came back to the station where a junior high school girl was still there, (wait) for the bus too. I gave her one of the two warm cocoa (can) I bought and we had a little talk warming our hands with the hot cocoa.
She (have) her high school entrance exam in a week so I told her a few encouraging words. I left her happy, she thanked me, and told me she wished (see) me again. I smiled and thanked her very(grateful), nodding yes, the bus had already stopped and I had to hurry away.
We may never see each other again but I am grateful to her saying "wish I could meet you again" as takes a strong will, and courage to accept an offering from a stranger. That young girl helped me more than I could have helped her. I (touch) with a memory and a reason to send all the kids this very moment are full of emotions and fears, wishes of good luck and many bits of love.

【答案】waiting;cans;while;was to have;to see;gratefully;for;it;was touched;who
【解析】本文是一篇记叙文,讲述了作者和一个萍水相逢的女孩互相帮助的故事。(1)考查非谓语动词。girl和wait在逻辑上是主谓关系,故用现在分词形式,此处作伴随状语。填waiting。(2)考查名词的数。two后面接可数名词复数,填cans。(3)考查连词。强调在暖手的同时交谈,故用连词while表示 “当......的时候,与此同时”。 (4)考查动词的时态。be+to do表示安排好、预计好的事情,故填was to have。(5)考查非谓语动词。动词wish后面接不定式作宾语。填to see。(6)考查词性转换。副词修饰动词作状语,填gratefully。(7)考查介词。表示 “因......感激某人”,用介词for。所以填for。(8)考查代词。此处指 saying "wish I could meet you again" 这件事,故用代词it。(9)考查动词的时态和语态。根据上下文可知,此处用一般过去时;主语I和touch之间是被动关系,故用被动语态。所以填was touched。(10)考查定语从句。先行词是kids,在定语从句中作主语,故用引导词who。

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【题目】七选五。任务型阅读
No matter what type of business you run, it has to deal with things that go wrong from your customer's point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. .
You should listen actively to what the customer has to say by maintaining comfortable eye contact. .
.It's important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you've accepted the responsibility and provide him with choices or assure the customer you'll do something about his complaint.
Talk with the client and discover the best means to resolve his problem. In this case it's important to let your customer know an estimation(估计) of how long it will take to take action on his complaint.
A simple “thank you” is one way to let the customer know you appreciate the time and effort they've taken to inform you about a problem with your company's service or product that you need to know about.
Create a procedure for recording different types of customer complaints. .
A. Listen to your customer's complaints and you can improve your service.
B. There will be times when you'll be unable to resolve the issue immediately.
C. When receiving a complaint, you should apologize for the failure the customer has identified.
D. They are a valuable source of information to determine various root causes that need to be addressed within your company.
E. So it's important to learn to deal with customer complaints efficiently.
F. Don't feel ashamed of the failure in your service or products.
G. You should also show your customer that you do understand him by giving full attention.

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