I appreciated the effort to come to my party． A．to your making B．to making your C．your making D．you to make 题目和参考答案——青夏教育精英家教网—

Here are five letters from readers listed in 1-5. All the greetings and signatures are left out. Suppose you are a secretary of the magazine CR (Crazy English Reader), for each one find a suitable reply from A-F. Mark the correct letter (A-F) on your answer sheet. There is one extra reply which you don’t need to use.

1. I am a reader of CR. Recently I found students translate some articles of CR. I appreciate your offering an opportunity to us beginners to practise using English. So I want to ask how they can obtain these articles and translated them for you, and what qualities you require. Thank you.

2. I love your Crazy English Reader magazine! It provides valuable data for work in our English teaching. My wife and I are teaching Conversational English so I’ve been giving you a bit of a plug at our middle school. I told the students to “get a copy!” It’s good stuff! Fantastic!

3. I’m one of Yao’s fans from Guangzhou. I have read the Yao Ming articles in No.7 Crazy English Reader. I want to know his correspondence address and the official website. Could you please tell me? Thank you very much indeed.

4. First of all, I must say thank you very much to all the CE Reader editors who gave us a really good English magazine. Secondly, I want to give you a piece of advice. In each passage, you gave us some new words with their Chinese translation. However, as far as my knowledge, I think you should give us not only the Chinese meaning but also the English meaning so as to know the words more accurately. Thank you!

5. I am an editor of the English Monthly of our school. I have a question that is how to say the position of the paper e.g., 总编责任编辑 and so on. I hope you can help me to tell me the word in English. The more the better. Thank you so much! I love the book very much. Now, I do this work, I need study more information about this work, if you have time, please email me. Thank you.

Thank you for your suggestion. We may try that in some future issues of CR. I think the best way to improve your reading vocabulary is to be able to guess the meaning of the word from the other words around it. Also, if you have an English dictionary, it’s good to look up the words and then mark them down in a notebook and review them later on. Then if you really want to learn how to use the words, try using them in conversation or in writing. Hope this helps.

The best way for you to learn the different positions in a newspaper or magazine is to get a copy of an all-English magazine or newspaper and then copy down the different positions. There are also titles such as Managing Editor, reporter, Copy Editor, Photo Editor and Layout Editor. I hope this helps. If you have some more specific questions, you can send them to me and I’ll try to answer.

C．The best way to reach Yao directly is through his home team, the Shanghai Sharks. You can write him at 2570 Xietu Road, Shanghai. For more information on Yao, you can look at the sports section in sina. com. I hope this helps. Another idea is that you can try to write Yao while he’s living and playing in Houston. You can try to reach Yao in the US at: Yao Ming Compaq Centre 10 Houston, TX 77046

Thank you for being such a careful reader of CR. Yes, you’re right we made a mistake in the writing of that Chinese word. Each issue we try to read very carefully each article and its translation to make sure there are no mistakes, but unfortunately a few mistakes always get by. But you encourage us to keep improving, so thank you.

Yes, we do have several students who help us translate some of the articles in our magazine. We contact these translators directly after interviewing their translation work. Afterwards we assign the articles to them for translation. If you are interested in being one of our translators you can send us some information about yourself and a sample of your translation work.

Thank you for helping us to promote CR. We’re glad it’s helpful to your students. We always try to include articles that reflect real life. It’s our hope that CR will not only improve student’s English but also open up a different worldview.

—Can I help you with it?

—I appreciate your , but I can manage it myself.

A．offer B．advice C．question D．idea

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.”

B．“I appreciate your understanding.”

C．“I’m sorry for the delay.”

D．“I know it’s our fault.”

4. 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 applied to their staff

5.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 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.

第II卷（共45分）

注意事项：

1．用0.5毫米的黑色签字笔书在答题纸上。

2．答卷前，将答题纸密封线内的项目填写清楚。

第四部分书面表达（共两节, 满分45分）

第一节阅读表达（共5小题；每小题3分，满分15分）

阅读下面的短文，并根据文章后的要求答题。（请注意问题后的词数要求）

[1]Hi, I write this letter to you, my parents, to let you know what I’m thinking．

[2]Running a business, raising three children, then raising all three into self-sufficient college graduates is difficult to do．While loving each child individually and fairly, strict house rules have also developed…going out late is difficult to accomplish．I would like to suggest setting a later curfew （宵禁）, maybe midnight, or even one o’clock in the morning．

[3]While working up to twenty hours a week, my social life has been on the decline since school started．Naturally, you understand how important my friends are to me．Looking back to the summer, there have been many nights that I have wanted to go out, but if it was past nine o’clock, I would not be allowed to．You tell me to go to the party until my curfew, but if the rule continues, I will see my friends for an hour．Seeing my friends for an hour is better than nothing, but not enough to communicate with others．

[4]Gaining confidence and trust from you both are things I look forward to, and hopefully I am at an age where I can live up to your expectations．I acknowledge that you are watching over me, and don’t want your little girl to be hurt, and I appreciate that fully．But I can ____________ now that I am older．

[5]For the time and effort it has taken you to raise me, I sincerely thank you, but letting freedom into my teenage years will be beneficial to all of us．Please feel free to talk to me whenever you have made a decision．I’ll always be around．

76．What is the writer’s purpose in writing the letter? （within 10 words）

77．Fill in the blank in Paragraph 4 with proper words．（within 6 words）

78．Which sentence in the text is the closest in meaning to the following one?

I will always be available and ready for a talk．

79．Do you think strict house rules are necessary for teenagers? And why? （within 30 words）

80．Translate the underlined sentence in Paragraph 3 into Chinese．

请对标有题号的每一行作出判断，每一行只有一个错误，按下列情况改下。

此行多一个词：把多余的词用斜线（/）划掉，在该行右边横线上写出该词，并也划掉。

此行缺一个词：在缺词处加一个漏字符号（^），在该行右边横线上写出该加的词。

此行错一个词：在错的词下划一横线，在该行右边横线上写出改正后的词。

注意：原行没有错的不要改。

Dear Mrs. Smith,

I appreciate your help very well. On the first day of 1.

the camp, you came up to myself while I was sitting alone. 2.

After that, you always gave me specially attention and 3.

inspired me to join in activity. As a result, I gradually 4.

got to know other campers. Because the help you gave me 5.

that summer, my .life changed. I gain so much confidence that 6.

I went back to school as new person. My grades improved. I 7.

became active but made new friends. Yesterday, I got a letter 8.

that was said I was admitted to a college. I am proud of it. I just 9.

want to thank you for helping me becoming a different person. 10.

Yours

Bob

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