John had to have his car repaired in a garage because it seriously. 题目和参考答案——青夏教育精英家教网—

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6.John had to have his car repaired in a garage because it _________________________

(damage) seriously.

6. had been damaged

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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 (投诉)can be a great source of information for organizations to make corrections as well as further improvements. 9

1. You should listen actively to what the customer has to say by keeping comfortable eye contact. 10

2. 11 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

that you've accepted the responsibility and provide him with choices or otherwise make sure you'll do something about his complaint.

3. Talk with the customer and discover the best means to solve his problem. 12 In this case it's im?portant to let your customer know an estimation(估计) of how long it'll take to take action on his complaint.

4. A simple "thank you" is one way to let the cus?tomer know you appreciate the time and effort he has taken to inform you about a problem with your company's service or products that you need to know about.

5. Create a procedure for recording different types of customer complaints. 13

A. Listen to your customer's complaints and you can improve your service.

B. There will be times when you'll be unable to solve 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 deter?mine various root causes that need to be addressed with?in your company.

E. So it's important to learn to deal with customer com?plaints effectively.

F. Don't feel ashamed of the failure in your service or products.

G. You should also show your customer that you do un?derstand him.

4.Henry has taken _______________the running of the family firm from his old father.

4. "Don't waste your time on the computer games," Tom's mother said to him.
―Tom's mother_____________________ his time on the computer games.

用所给词的适当形式填空（注意：填入的单词数量不得多于3个）

1. "What do you want to be?" asked Mrs Crawford. "Oh, I ______________ (be) a scientist," said the boy, with a smile.

11. On hearing the news that her lost daughter __________________________ (find)

the excited mother burst into tears.

Long before ， there was a large mountainside ，where rested an eagle's nest with four large eagle eggs.One day 25. earthquake rocked the mountain, causing one of the eggs to roll down the mountain to a chicken farm 26. (locate) in the valley below. The chickens were kind enough to care for the eagle's egg, and an old hen volunteered to nurture(养育)and raise the large egg.

One day, the egg hatched and a beautiful eagle was born. Sadly, 27, ， the eagle was raised to be a chicken. Soon the eagle believed he was nothing more 28. a chicken. The eagle loved his present family, but his spirit cried out 29. more.

While playing on the farm one day, the eagle happened to notice a group of mighty eagles soaring in the skies. "Oh," the eagle cried, "I wish I could soar like those birds.

The chickens roared with 30. (laugh),"You cannot soar with those birds. You are a chicken and chickens do not soar.The eagle continued staring at his real family up

above, 31. ( dream) that he could be with them. Each time the eagle would let his dreams 32. (know), he was told it couldn't be done.That is 33. the eagle learned to believe. The eagle, after time, stopped dreaming and continued to live like a chicken. Finally, after a long life as a chick?en, the eagle passed away.

You become 34. you believe you are.

So, if you ever dream of becoming an eagle, follow your dreams -" not the words of a chicken.

7. In spite of our repeated _________________(警告)，he still went his own way.

The virus "Ebola" is named after the Ebola River in what is now the Democratic Republic of the Congo. That's where the virus was discovered in 1976. A per?son can only get Ebola through direct contact with an in?fected person's bodily fluids, for example, sweat or spit. Additionally, the virus can get into your body through your eyes and mouth if those areas come into contact with something that contains the bodily fluids of an infected person. That's why health care workers are supposed to keep themselves completely covered while treating patients.

The deadliest Ebola outbreak is spreading fast in West Africa, taking over 900 lives so far. The health systems in Guinea, Sierra Leone and Liberia are severe?ly lacking resources, and health care workers may not have access to adequate protective clothing when work?ing in rural clinics, where the proper protections are lac?king. Since Guinea, Sierra Leone and Liberia share a border, it's easier for people to move from one country to another, increasing the risk for disease spread. Infec?ted people may be kept separate with other people infec?ted with the disease, making this kind of contact easier.

The virus has a 2-to-21-day incubation(潜伏)peri?od. It is systemic and can move to and affect every part of the body, causing direct damage to organs and inter?nal bleeding. This causes shock, dropping a person's blood pressure and causing multi-system organ failure.

For now, all doctors can do is treat the symptoms and provide supportive care like monitoring heart rate, blood pressure, and breathing while making sure the patients' fluids are supplied. Sometimes patients are given antibiotics(抗生素)to treat other possible infections. The hope is to make the patients pull through the infec?tion so their immune systems can eventually clear the vi?rus. The people who survive Ebola have created enough antibodies to kill it. This is harder to achieve in rural health systems in West Africa that are tasked with trea?ting thousands of patients with poor resources.

There are several promising drugs and vaccines in development, but since Ebola is less common―and re?search about it is not well funded―there is no drug or vaccine that has been approved for use in humans. Many of the other drugs and vaccines have not yet been tested in humans. The WHO (World Health Organization) is meeting next week to discuss whether experimental treatments should be used during this outbreak.

1. According to the passage, Ebola spreads through

A. polluted air B. bodily fluids

C. flying birds D. river water

2. Which is not the possible reason why Ebola spreads in West Africa quickly?

A. The health resources are poor.

B. Infected people are kept together.

C. The protective clothing is adequate.

D. Three western countries share a border.

3. Why have there been no cures used for Ebola in hu?mans so far?

A. The drugs for Ebola are being developed now.

B. Ebola is rare and its research money is lacking.

C. Ebola does far more harm to patients than aids.

D. The WHO hasn't decided whether to use them.

4. Which of the following can be the best title?

A. Help the poorest West Africa

B. No cure for the virus "Ebola"

C. The deadliest Ebola outbreak

D. Introduction to the virus "Ebola"

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