题目内容

— It'll take at least 2 hours to do this!
— Oh, _____ ! I could do it in 30 minutes.
[     ]

A. you're welcome
B. pardon me
C. get a move on
D. don't mention it

C
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第二节完形填空（共20小题；每小题1.5分，满分30分）
阅读下列短文，从每小题的A、B、C、D四个选项中选出可以填入空白处的最佳选项。
　　Pete Rose was a great baseball player. Though I have never met him, he taught me something 　31 that changed my life.
　　Pete was being 　32 in spring training the year he was about to break Ty Cobb’s all-time hits record. Suddenly one reporter asked him, “Pete, you only need 78 hits to reach your nearest 　33 . How many at-bats（击球）do you think it’ll take you to get the 78 hits？” Without hesitation, Pete just 　34 at the reporter and said,“78.” The reporter yelled back, “Ah, come on, Pete, you don’t think you’ll get 78 hits in 78 at-bats, do you？”
　　Mr. Rose calmly 　35 his philosophy with the reporters who were 　36 waiting for his reply to the claim.“Every time I 　37 up to the plate（击球区），I 　38 to get a hit! 　39 I have it in mind，I have no right to step into the batter’s（击球手）box! It is 40 expectation that has enabled me to get all of the hits in the first place.”
　　When I thought about Pete Rose’s 　41 and how it applied to everyday 　42 ，I felt a little embarrassed. As a business person，I was hoping to increase my 　43 . As a father，l was hoping to be a good dad. As a married man，I was hoping to be a good husband. The truth was that I was a fairly good salesperson，I was not so 44 a father，and I was an okay husband. I immediately decided that being okay was not 　45 ! I wanted to be a great salesperson，a great father and a great husband. I 　46 my attitude to a positive one，and the results were 47 .I was fortunate enough to win a few sales trips，I won Coach of the Year in my 48 baseball league，and I share a loving relationship with my wife，Karen，with whom I am 49 to enjoy the rest of my life!
　50 ，Mr. Rose!
31．A．reliable 　　　　B．enjoyable 　　　　　　C．valuable　　　　　 D．unbelievable
32．A．admired 　　　　 B．interviewed 　　　　　C．watched 　　　　　 D．trained
33．A．decision 　　　　B．record 　　　　　　　 C．level 　　　　　　 D．goal
34．A．stared 　　　　　B．shouted 　　　　　　　C．glared 　　　　　　D．pointed
35．A．enjoyed 　　　　 B．shared 　　　　　　　 C．discussed 　　　　 D．reviewed
36．A．anxiously 　　　 B．nervously 　　　　　　C．cheerfully 　　　　D．impatiently
37．A．climb 　　　　　 B．jump 　　　　　　　　 C．drive 　　　　　　 D．step
38．A．seem 　　　　　　B．fail 　　　　　　　　 C．expect 　　　　　　D．compete
39．A．Though 　　　　　B．Unless 　　　　　　　 C．Because 　　　　　 D．When
40．A．abrupt 　　　　　B．simple　　　　　　　 C．positive 　　　　　D．considerate
41．A．plan 　　　　　　B．idea 　　　　　　　　 C．ability 　　　　　 D．behaviour
42．A．agenda 　　　　　B．exercise 　　　　　　 C．work 　　　　　　　D．lire
43．A．sales 　　　　　 B．skills 　　　　　　　 C．experiences 　　　 D．experiments
44．A．wise 　　　　　　B．kind 　　　　　　　　 C．mean 　　　　　　　D．bad
45．A．explicit 　　　　B．helpful 　　　　　　　C．enough 　　　　　　D．practical
46．A．changed 　　　　 B．added 　　　　　　　　C．devoted 　　　　　 D．contributed
47．A．hopeful 　　　　 B．amazing 　　　　　　　C．funny 　　　　　　 D．disappointing
48．A．son’s 　　　　　B．wife’s 　　　　　　　C．friend’s 　　　　 D．customer’s
49．A．supposed 　　　　B．expected 　　　　　　 C．encouraged 　　　　D．determined
50．A．Good luck 　　　 B．Best regards 　　　　　C．Thanks 　　　　　 D．Congratulations

(2013·高考北京卷)Leaping on a narrow balance beam(平衡木) is not easy.But Lola Walter，a 13?year?old gymnast，is an expert at it.

To perfect her skills，Lola____for four hours a day，five days a week.At the state championships in March，she finished seventh out of 16 girls.

That’s especially impressive，____she is legally blind，born with a rare condition that causes her eyes to shift(移动)constantly.She often sees double and can’t____how far away things are.

When she was little，her mom____that even though she couldn’t see____，she was fearless.So her mom signed her up for gymnastics when she was three.She loved the____right away and gymnastics became her favorite.

Though learning gymnastics has been more____for her than for some of her teammates，she has never quit.She doesn’t let her____stop her from doing anything that she wants to.

She likes the determination it takes to do the sport.Her biggest____is the balance beam.Because she has double vision，she often sees to beams.She must use her sense of touch to help her during her routine.Sometimes she even closes her eyes.“You have to____your mind that it’ll take you where you want to go，”says Lola.

To be a top?level gymnast，one must be brave.The beam is probably the most____for anyone because it’s four inches wide.At the state competition，Lola didn’t fall____the beam.In fact，she got an 8.1 out of 10—her highest score yet.

Lola doesn’t want to be____differently from the other girls on her team.At competitions，the judges don’t know about her vision____.She doesn’t tell them，because she doesn’t think they need to know.Her mom is amazed by her____attitude.

Lola never thinks about____.She is presently at level 7 while the highest is level 10 in gymnastics.Her____is to reach level 9.She says she wants to be a gymnastics coach to pass down what she’s learned to other kids____she grows up.

Lola is____of all her hard work and success.She says it’s helped her overcome problems in her life outside gymnastics too.Her____for others is “just believe in yourself.”

1.A.runsB．teaches

C．trains? D.dances

2.A.since? B.unless

C．after? D.though

3.A.tell? B.guess

C.assume? D.predict

4.A.suspected? B remembered

C．imaginedD．noticed

5.A.deeply? B.well

C.aheadD．closely

6.A.task? B.sport

C.eventD．show

7.A.boringB．enjoyable

C．difficult? D.satisfactory

8.A.talentB． quality

C.nature? D.condition

9.A.doubt? B.advantage

C．challenge? D．progress

10.．A.examine? B．express

C．openD．trust

11.A.fearful? B．harmful

C．unfair? D．inconvenient

12.A.toB．on

C．off? D.against

13.．A.greetedB．treated

C．served? D.paid

14.A.pains? B.stresses

C．injuriesD．problems

15.A.positive? B.friendly

C.flexibleD．cautious

16.A.defendingB．quitting

C.winningD．bargaining

17.A.standardB．range

C．viewD．goal

18.A.untilB．as

C.when? D.before

19.A.proudB．tired

C．ashamed? D.confident

20.A.planB．advice

C.reward? D.responsibility

 

No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.

    Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.

    Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.

    Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.

    Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.

    Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.

Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.

1.What does the passage mainly talk about?

A. Importance of dealing with customer complaints.

B. Effects of customer complaints on business.

C. Tips for handling complaints from customers.

D. Several factors resulting in customer complaints.

2.The author thinks that customer complaints _____________.

A. are easy to deal with                   B. are really quite annoying

C. can actually be avoided                 D. are sometimes beneficial

3.The underlined word “authentic” in Paragraph 3 most probably means _______.

A. touching        B. believable          C. attractive         D. clever

4.According to the passage, what is the first thing you should do when facing the customer complaints?

A. Showing sincere attitude.

B. Making an honest apology.

C. Making an absolute promise.

D. Listening to the complaint attentively.

 

New media has been growing fast and influencing people’s lives in ways few things have done before. In 2010, China’s new media industry witnessed explosive development. But with “new” comes uncertainties and challenges. The following are brief reviews on the development of China’s new media and outlooks on its future.

I.  Micro-blogging (微博)   

Short and convenient, micro-blogs also experienced “a big bang” in China last year, with the number of micro-bloggers at China’s popular portal(门户网站) sina.com.cn almost doubling in less than six months. Afterwards, the other three major web portals, including sohu.com, qq.com and 163.com, each set up their own micro-blogging services. With more government officials and entities(实体) registering, China’s micro-blogging services are expected to play a more important role in connecting the public and the governments in 2011.

第一节                          Search Engines

Baidu’s position in the search engine market would face fierce challenges from sohu.com,

Microsoft’s Bing and goso.cn from the People’s Daily. Xinhua is also preparing to start its search engine together with China Mobile, a leading company in mobile networks. Goso and Xinhua both have the advantage of providing content, while Bing has a big edge in technology and funds. They are expected to pose threats(威胁) to Baidu in 2011.

第二节                          Internet of Things

IoT refers to a network of real-world objects linked by the Internet and interacting through on-line services. China set up its first IoT research center in Shanghai in March 2010.Within the same week, Premier Wen Jiabao stated in the annual government report that it would “accelerate the research and development, as well as application of the Internet of Things. ”

    However, some experts say China’s IoT is still in an early stage, and it’ll take a long time for it to let the public enjoy its full functions. 

40. What is the text mainly about?

    A. Some major media in China.

B. China’s new media and its future.

C. The development of China’s on-line services.

D. China’s early-stage IoT and its major functions.

1.How many web portals are mentioned in Paragraph 2?

    A. Two.        B. Three.          C. Four.            D. Five.

2. Which of the following will be Xinhua’ s partner to start a search engine? 

A. Baidu.       B. Sohu.com.        C. Goso.cn.         D. China Mobile.  

3. What does the underlined part “a big bang” in Paragraph 2 probably mean? 

   A. a deafening sound                                                             B. an explosive development

C. a terrible damage                                                     D. a demanding challenge 

 

 

 

 –It’ll take me at least 2 hours to do this!

  –Oh, ______! I could do it in 30 minutes.

A. come on                  B. pardon me      C. you are right                D. don’t mention it