题目内容

2.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(零售) 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(消除)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.
32.Why are store managers often the last to hear complaints?B
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.
33.What does Paula Courtney imply by saying"…the shopper must also find a replacement"(Line 2,Para.4)?D
A.New customers are bound to replace old ones.
B.It is not likely the shopper can find the same products in other stores.
C.Most stores provide the same kind of service.
D.Not complaining to the manager causes the shopper some trouble too.
34.What contributes most to smoothing over issues with customers?A
A.Manners of the salespeople.
B.Hiring of efficient employees.
C.Huge supply of goods for sale.
D.Design of store layout.
35.To achieve better shopping experiences,customers are advised toC.
A.put 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.

分析 本文主要讲述购物者如何将抱怨告诉给商家,让购物更愉快,保证高质量的服务.

解答 32.B   细节题.由第二段第一句"Shoppers seldom complain to the manager or owner of retail(零售) store,but instead will alarm their friends,relatives,co-workers,strangers and anyone who will listen."可知,零售商往往是最后一个听到顾客抱怨的人是因为顾客倾向于向自己的朋友、亲属、同事等人抱怨不愉快的购物经历,故正确答案为B.
33.D  细节题."The store loses the customer,but the shopper must also find a replacement."顾客的抱怨会使得商店失去一些客人,但是如果不抱怨的话,商家也会有另外的麻烦,结合选项,可知正确答案为D.
34.A  细节题.由倒数第三段最后一句"Most importantly,salespeople should be diplomatic and polite with angry customers."可知老练有礼的销售人员对解决顾客的问题最重要,故正确答案为A.
35.C    细节题.由文章最后一段"Customers can also improve future shopping experiences by filing complaints to the retailer,instead of complaining to the rest of the world."可知作者建议顾客们直接把抱怨告诉商家,故正确答案为C.

点评 本文是政治经济类阅读理解.做这类题材阅读理解时要求考生对文章通读一遍,做题时结合原文和题目有针对性的找出相关语句进行仔细分析,结合选项选出正确答案.推理判断题也是要在抓住关键句子的基础上合理的分析才能得出正确答案,切忌胡乱猜测,一定要做到有理有据

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5.Living an adventurous life
Nearly ten years ago,I was told that I had a brain tumor (瘤),and this experience changed my attitude about adventure forever.I thought that I was going to die and that all my adventures were over.I did not have a brain tumor,it turned out,but rather multiple sclerosis (多发性硬化),which meant that,although they were not over,the nature of my adventures could have to change.
Each morning that I wake up is a fresh event,something that I might not have had.Each gesture that I make carries the weight of uncertainty and demands significant attention; buttoning my shirt,changing a light bulb,walking down stairs.I might not be able to do it this time.If I could not delight in them,they would likely drown me in anger and in self-pity.
I admire the grand adventures of others.I read about them with interest.With Peter Matthiessen I have hiked across the Himalayas to the Crystal Mountain.I have walked with Annie Dillard up,down,into,and across Tinker Creek in all seasons.David Bain has gone with me along 110 miles of Philippine coast,and Ed Abbey has rowed me down the Colorado River,I enjoy the adventures of these courageous figures,who can strike out on difficult trips-2 miles,250 miles,3000 miles-ready to bear cold and tiredness-indeed not just to bear but to celebrate.
But as for me,I can no longer walk very far from the armchair in which I read.Some days I don't even make it to the backyard.And yet I'm unwilling to give up the adventurous life; the difficulty of it,even the pain,the anxiety and fear,and the sudden brief lift of spirit that makes a hard journey more attractive.
I refine adventure,make it smaller and smaller.And now,whether I am moving on my hands and knees across the dining room to help my cat,lying wide-eyed in the dark battling another period of sadness,gathering flowers from the garden,meeting a friend for lunch,I am always having the adventures that are mine to have.

28.What happens to the author after her illness?D
A.She has a fear of medical treatments.
B.She travels to places she has dreamed.
C.She can't take care of herself any longer.
D.She is not drowned in anger and self-pity.
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A.Because they write popular novels.
B.Because they are great adventurers.
C.Because they are famous geographers.
D.Because they struggle with hardship in life.
30.The author ends the article with a feeling ofD.
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31.What does"adventurous life"in the title mean to the author?C
A.The struggles of great people against difficulties.
B.Her concern about giving up certain activities.
C.Her adapting to the situation with an illness.
D.The exciting traveling experience of others.
17.It's 8:30,time for John to start work.So he turns on his radio.Then he eats breakfast.As he eats,he reads his e-mail and reviews his to-do list.Then he sits on the sofa and thinks about an article he needs to write…Wait a minute!Radio?Breakfast?Sofa?What kind of workplace is this?Well,actually it is John's house,and he is a telecommuter(远距离工作者)--------he works at home,communicating with the workplace through the Internet.
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7.Many years ago,three soldiers,hungry and tired of battle,arrived at a small village.The villagers,suffering a poor harvest and years of war,quickly(41)Cthe food they owned.They met the three at the village square,(42)Dabout the lack of food.
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11.It may help you to know that there is no such thing as a perfect speech.As some point in every speech,every speaker says something that is not understood exactly as he has planned.Fortunately,such moments are usually not obvious to the listeners.Why?Because the listeners do not know what the speaker plans to say.They hear only what the speaker does say.If you lose your place for a moment,wrongly change the order of a couple of sentences,or forget to pause at a certain point,no one will be any the wiser.When such moments occur,don't worry about them.Just continue as if nothing happened.
Even if you do make an obvious mistake during a speech,that don't really matter.If you have ever listened to Martin Luther King's famous speech--"I have a dream",you may notice that he stumble(结巴)over his words twice during the speech.Most likely,however,you don't remember.Why?Because you were fixing your attention on its message rather than on his way of speech-making.
People care a lot about making mistakes in a speech because they regard speech-making as a kind of performance rather than as an act of communication.They feel the listeners are like judges in an ice-skating competition.But,in fact,the listeners are not looking for a perfect performer.They are looking for a well-thought-out speech that expresses the speaker's ideas clearly and directly.Sometimes a mistake or two can actually increase a speaker's attractiveness by making him more human.
As you work on your speech,don't worry about being perfect.Once you free your mind of this,you will find it much easier to give your speech freely.

8.The underlined part in the first paragraph means that no one willD.
A.be smarter than you
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9.You don't remember obvious mistakes in a speech becauseD
A.you find the way of speech-making more important
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10.From the last two paragraphs,the author means thatC.
A.giving a speech is like giving a performance
B.the listeners should pay more attention to how a speech is made
C.one to two mistakes in a speech may not be bad
D.the more mistakes a speaker makes,the more attractive he will be
11.What would be the best title of the passage?B
A.How to Be a Perfect Speaker
B.Don't Expect a Perfect Speech
C.Don't Expect Mistakes in a Speech
D.How to Make a Perfect Speech.

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