题目内容

Most of the educators are ________ providing more freedom to the teenagers, believing that it may make them more creative and independent.

A. in charge of B. in search of

C. in favor of D. in place of

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阅读下面材料，在空白处填入适当的内容（不多于3个单词）或括号内单词的正确形式。

Travel agency: Good morning. Can I help you?

Daisy: I’m sorry to say that I am 1. (disappoint) about my trip to Norwich. It is the 2. (bad) experience of my life!

Travel agency: What is the problem?

Daisy: Well, first of all, I found my wallet 3. (go) when I got on the bus. I turned 4. the guides for help, but they were impatient. I hate to say this, 5. they behaved impolitely towards us customers. Could you do something about this?

Travel agency: Hmm, I apologize. Did you find 6. wallet?

Daisy: No. And that’s not all. The bus was one hour late. Worse 7. , it picked up passengers 8. the way to our destination. You really have to do something about it.

Travel agency: I’m so sorry, but sometimes the bus can 9. (delay) by some problems. We can’t always be sure that the bus will set out on time.

Daisy: Why didn’t you tell me the truth? 10. I booked the ticket, you promised to drive non-stop from Aye to Norwich.

Travel agency: I am terribly sorry to hear that. I will look into it immediately and give you a satisfactory reply.

请先阅读下面短文，掌握其大意，然后根据短文内容从下面方框内的五个选项中，还原到文中，使短文意思通顺、结构完整。

You may feel comfortable with some people．You spend an hour with them and feel as if you have known them half a life．These people have something in common．And once we know what it is, we can try to do it ourselves.

How is it done? _1._ If you follow the skills, you’ll make friends with people quickly.

First of all, good talkers ask questions．__2.__ One well-known businesswoman says, “At business lunches, I always ask people what they did that morning．It’s a common question, but it will get things going.” From there you can move on to some other questions．And how he answers will let you know how far you can go．

_3.___ This point seems clear, but it isn’t．Your question should have a point and help to tell what sort of person you are talking to．And to find out, you really have to listen carefully and attentively.

Real listening at least means some things．___4.___ If someone sticks to one topic, it means he’s really interested in it．Real listening also means not just listening to words, but to tones （语气） of voice．If the voice sounds boring, then, it’s time for you to change the subject.

Finally, good talkers know well when to say good-bye．Remember to give him a handshake and say, “ I’ve really enjoyed meeting you.” ___5.___ Let people know what you feel, and they may walk away feeling as if they’ve known you half their life.

A．Almost anyone will answer a question.

B．Here are several skills that good talkers have.

C．If you want to see that person again, don’t keep it a secret.

D．First, it means not to change the subject of the conversation.

E．Second, once good talkers have asked questions, they listen to the answers.

I still remember my first teacher we haven’t seen each other for many years

A．for B．because C．since D．though

High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen.

Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.

“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”

On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.

According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.

The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

During peak shopping hours, some retailers solved parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

Most importantly, salespeople should be diplomatic and polite with angry customers.

“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

1.Why are store managers often the last to hear complaints?

A. Most customers won’t bother to complain even if they have had unhappy experiences.

B. Customers would rather relate their unhappy experiences to people around them.

C. Few customers believe the service will be improved. .

D. Customers have no easy access to store managers.

2. What does Paula Courtney imply by saying “…the shopper must also find a replacement” (Line 2, Para. 4)

A. New customers are bound to replace old ones.

B. It is not likely that the shopper can find the same products in other stores.

C. Most stores provide the same kind of service.

D. Not complaining to manager causes the shopper some trouble too.

3.What contributes most to smoothing over issues with customers?

A. Manners of the salespeople.

B. Hiring of efficient employees.

C. Huge supply of goods for sale.

D. Design of store layout.

4.To achieve better shopping experiences, customers are advised to ________.

A. exert pressure on stores to improve their service

B. settle their disputes with stores in a diplomatic way

C. voice their dissatisfaction to store managers directly

D. shop around and make comparisons between stores

Built mainly on natural resources , the prosperity of the city was _______ and its economy almost collapsed when coal prices began to fall in 2012.

A. sensitive B. flexible C. fragile D. Subtle

阅读下面材料，在空白处填入适当的内容或括号内单词的正确形式。

Spending more than an hour on your smartphone each day may be a sign that you are suffering from depression , 1. new study has suggested . The more time is spent 2. ( use ) a phone for any reason including texting and going online , the more likely volunteers were 3. have the blues .

Monitoring people’s comings and 4. ( go ) using GPS tracking on their phones also helped track mood . Spending most of your time at home was also 5. ( link ) to depression , as was having an 6. ( regular) daily schedule , such as unusual shift patterns . “ 7. people are depressed , they tend to withdraw and don’t have the motivation and energy to go out and do things , ” said senior author David Mohr . “ The data 8. showed depressed people tended not to go many places 9. ( reflect ) the loss of motivation seen in depression ”

“ The significance of this is that we can detect if a person has depressive symptoms and the severity of those symptoms 10. asking them any questions . Phones can provide data obviously and with no effort on the part of the users . ”

短文改错

假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。作文中共有10处语言错误，每句中最多有两处。每处错误仅涉及一个单词的增加、删除或修改。

增加：在缺词处加一个漏子符号（∧）并在其下面写出该加的词。

删除：在错的词下划一横线，并在该词下面写出修改后的词。

注意：1.每处错误及其修改均仅限一词；

2.只允许修改10处，多者（从第11处起）不计分。

In recently years many young people prefer to go shopping on the Internet. People have different opinion about online shopping. Some think online shopping was more convenient and the goods are cheap. However, other believe it is unsafe to buy goods by credit card. And it is possible to check the quality of the goods.

As far as I am concern, going shopping in a store is a better way. It is a fun to walk around stores and looking at various goods on sale. We can choose what we really need and even find a good bargain. However, we can chat with the shop assistant and acquire a lot of useful information.

D Are you an optimist？ Do you look at your glass and see it as half full？ Do you believe that every cloud has a silver lining and that things generally turn out for the best？ Do you believe that if something is meant to be，it will be？ If you reply “yes” to all of these questions，then you are an optimist．You probably are enthusiastic，cheerful and outgoing．You may be successful at work and in love．

But you may be misguided because things don't turn out for the best．You may believe that when on door closes another one opens(for example，you may fail to obtain a new job; another chance will come around soon)．Wrong．When one door closes，another door slams(砰然关上)in your face．That's bitter reality．

Now a book has been published which confirms what pessimists(悲观者)have suspected all along．it's called The Positive Power of Defensive Pessimism．Its author argues that defensive pessimism can lead to positive results．Defensive pessimism is a strategy used to manage fear，anxiety and worry．Defensive pessimists prepare for the tings by setting low outcomes for themselves．They carefully consider everything that may go wrong and plan for ways to handle these problems．And this gives them a sense of control．Lawrence Sanno，a psychology professor，says，“What's interesting about defensive pessimists is that they tend to be very successful people，so their low opinion of the situation's outcomes is not realistic．They use it to motivate themselves to perform better．”

So far，so good．This is not rocket science．Defensive pessimists prepare carefully and consider what might go wrong，whether at work，on date or even in a sports game．It makes sense to have a back-up plan．There are many sayings in English urging caution．For example，“Don't put all your eggs in one basket．”

And “Don't count your chickens until they hatch．” To have a confident and optimistic approach to life's problems is good．But listen to what Woody Alien，the American comedian says ，”Confidence is what you have before you understand the problem．”

There are pros and cons to being an optimist and a pessimist．Don't feel bad if you see the glass half empty．You are a realist But lighten up and hook up with someone who sees the same glass half full．

1.What's the passage mainly about？

A．A book that has recently been published．

B．How to become successful in life

C．The dangers of being too optimistic．

D．The benefits of defensive pessimism．

2.The underlined sentence “This is not rocket science”(Para．4)means ______．

A．it's not a dangerous thing to do

B．it is quite simple to understand

C．the cost is not so high

D．there is no real proof

3.Which of the following English expressions would a defensive pessimist believe？

A．Don't put all your eggs in one basket．

B．The glass is half full not half empty．

C．Whatever will be，will be．

D．Every cloud has a silver lining．

4.The writer would probably describe himself as ______．

A．an optimist

B．a defeatist

C．a realist

D．a scientist

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