题目内容

阅读理解。
     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 researchers, that customers
receiving good service will promote business by telling up to 12 other people; those treated badly tell
tales of woe to up to 20 people. Interestingly, 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 then. The aim is to make the customer feel they know you
and that you can trust them - 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 (购物礼券) 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 at 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 names, 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. What does the writer recommend to create customer delight?
A. Calling customers regular.
B. Giving a "thank you "note.
C. Delivering a quicker service.
D. Promising more gifts.
4. If a manager should show his empathy (Paragraph 6), what would be probably said?
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."
5. 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
6. 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 air lines then for banks.
1-6: DCCABC
练习册系列答案
相关题目

阅读理解。
     In 2006,I spent 3 glorious weeks in South Africa.It was my first time traveling on the African continent and truly each day was filled with one adventure after another.That was the craziest and the most
dangerous experience I have ever had.
     On the morning of the excursion,I met with my friends for breakfast,with little conversation.I supposed
we were nervous about the day ahead of us.The coach then drove us from Cape Town to Dyer Island in
Gansbaii.
     As soon as we got to our destination,we were quickly pushed into a boat.About 2 hours into the boat
we spotted our first shark.It was one of the world's deadliest predators(食肉动物)-a Great White shark
Our guide told us that we had to get into the water immediately.Without any formal preparation or
instruction,we put our thick wet suits on and jumped into the iron cage.
     There I was in this tiny cage with 3 Great White sharks circling around me.I tried desperately to take
pictures with my underwater camera,not letting my hands and feet drift(漂)out of the cage.
     When I took a breath,life above the water seemed chaotic(混乱的)．But,I would drop back under
the water and life would seem to stop existing.And the sharks that always appeared frightening on TV or
in photographs actually appeared peaceful in person.
     After an hour,I decided it was probably time for me to get out once the sharks started to become
really aggressive.I waited until the very last second I could,since I knew I would probably never do this
again.
1.What is the text mainly about?
A. My travel in Africa for the first time.
B. The Great White sharks in South Africa.
C. A thrilling experience of spotting Great White sharks.
D. The way to protect oneself when meeting with sharks.
2. When the author and his or her friends had breakfast,_____
A. they talked briefly about the plan that day
B. they discussed the sharks carefully
C. they were nervous about the coming event
D. the coach arrived to send them to see the sharks
3. On seeing the sharks,the author and his or her friends_____.
A. prepared themselves at once before getting into the water
B. got known about the sharks from the guide's introduction
C. jumped into the sea under the instruction of the coach
D. got into the water with the protection of a cage
4. According to the fifth paragraph,the sharks under the water seemed_____.

A. aggressive  
B. chaotic
C. quiet  
D. frightening

5. The author got back into the boat_____.
A. when the sharks began attacking others
B. after taking enough photographs of the sharks
C. when he or she felt too tired to stay under the water
D. before he or she might be at risk of being attacked by sharks
6. 用30个词左右概括文章大意
     _______________________________________________________
     _______________________________________________________
     _______________________________________________________
阅读理解。
    In college , Spring Break (春假) is usually associated with the beach, parties and sleepless nights,
bringing about relaxation, free time and friends. Students who wish to spend their break doing
something productive and rewarding, however, may choose to participate in the Altemative Break
Program. It places college students in communities both at home and abroad.
      The Program allows students to take part in various projects dealing with  issues  such  as  
literacy  (识字 ) , homelessness  and  the environment. It includes helping kids with their lessons,
raising money for families in need and collecting data for environmental research.
     The hope is that, by getting themselves involved in different environments, students will have the
opportunity to learn about members of communities and broaden their view. In turn, they will
incorporate (融合) their experiences and lessons learned into their own communities. In a word ,
the Program aims to encourage students to be active citizens and engage themselves in making a
difference in society.
     In the spring of 2006, about 36, 000 students in the USA participated in the Altemative Break
Program.
     Samantha Giacobozzi, now director of the Program, has been on five alternative break trips herself,
including trips to New Orleans, India and Dominican Republic. "I was a student who went on alternative
break trips and had my life totally transformed by that experience , " she said. " Every year , we meet
many students who have attended the Program. You can see changes in their life that are connected
with their altemative break experiences. "
     The Program began in  1991. Today , it  has  become  increasingly popular with college students
in the United States.
1. Who may choose to participate in the Altemative Break Program?
  ( No more than 10 words)
___________________________________________________________________
2. What is the aim of the Program?  ( No more than 15 words)
____________________________________________________________________
3. What is the meaning of the underlined word "transformed" in
  Paragraph 5? (1 word)
_____________________________________________________________________
4. What is Samantha's attitude toward the Program?  ( No more than
   10 words)
______________________________________________________________________
5. If you take part in the Program,which project are you interested
   in? And why?  ( No more than 25 words)
_______________________________________________________________________
阅读理解。
     In the United States,train transportation is unpopular compared with cars and airplanes. Most
people like traveling by car or by air.
     Officials of the United States Department of Transportation made a study in 2001. The study is
about how many miles Americans traveled by different means of transportation. They only studied
trips longer than 50 miles. The study showed that fifty-six percent of all miles were traveled in
personal vehicle. Forty-one percent were traveled in an airplane. Two percent were traveled in a
bus. And less than one percent of miles were traveled in a train.
     Amtrak is the national provider of train transportation in the United States. In the past ten years,
the number of its passengers has increased by eighteen percent. Although the number of passengers
has increased,it is still very small now. In countries such as France,Germany,or Japan,more people
use trains.
     There are several reasons why many people __________________________.
     Firstly,Americans love to drive their own cars. On highways,cars can travel as fast as trains.
These highways connect all major cities in America. Secondly,many travelers like to be independent.
When they use their own cars they can decide when to travel. Thirdly,many buses travel between
major cities. Bus travel is less costly than train travel.
     In a huge country like the United States,cities are far away from each other. In some cases,trave
l from one city to another by train may take more than a day. Airplanes can carry passengers over
long distances much faster. People who do not want to spend long time traveling by train decide to
fly. For these people saving time is the most important thing.

1. What is the best title of the passage? (Please answer within 10 words.)
                                                                               
                                                                              
2. Which sentence in the passage can be replaced by the following one?
It's convenient for people to decide the start-off time when they travel in their own cars.
                                                                               
                                                                              
3. Please fill in the blank in the fourth paragraph with proper words or phrases to complete the sentence.( Please answer within 10 words.)
                                                                               
                                                                              
4. What means of transportation do you like best when traveling,trains,cars,or planes? Why? (Please
answer within 30 words)
                                                                               
                                                                              
5. Translate the underlined sentences in the last paragraph into Chinese.
                                                                               
                                                                              
阅读理解
     Sitting in the play area of the doctor's office, my children, Paul, four, and Bailey, three, built a Lego
tower while we waited to be called for Paul's examination.
     "Good job, you guys, "I said, trying not to sound too tired.My husband was away on business, and
it was difficult being alone with the kids.At times I felt like I was living in the jungle (丛林) rather than
the suburbs.
     "Don't put the Lego in your mouth, Bailey, " I said.Paul grabbed (抓取) it from him."That's not nice,
Paul, " I said.He gave back the Lego.I looked around the waiting room.A woman was eating something,
a couple were talking, and an old gentleman in a blue jacket was reading a magazine.I wished I could sit
quietly for a while.I wanted to be able to take a rest, or go shopping alone.At once, I was ashamed of
myself.What kind of mother was I?"God, " I thought, "help me to be the very best mom I can be."
     The nurse came into the waiting room to get us.Just at that moment, the old gentleman in the waiting
room put down his magazine and came up to me.With a smile on his face, he said, "Your children are
most certainly lucky to have such a wonderful mother.""Thank you, "I replied in a low voice and watched
him walk back to his seat.We followed the nurse into the examination room.While she weighed Paul, I
told her how that man had made my day.
     Motherhood is still a jungle sometimes, but now when I feel tired I remember the encouraging words
of the old gentleman.
1. The writer went to the doctor's office because________.
A. one of her children liked to play there
B. her son Paul needed an examination
C. she was tired and needed to see her doctor
D. she wanted to have all her children examined
2. From Paragraph 2, we know the writer felt that looking after her children alone was________.
A. unfair B. happy  
C. hard  D. interesting
3. The writer criticized Paul when he________.
A. put the Lego into Bailey's mouth
B. took away the toy from Bailey
C. made trouble in the waiting room
D. didn't follow her advice
4. In the old gentleman's opinion, the writer________.
A. lived a very hard life
B. was a very good mother
C. didn't love her children enough
D. was lucky to have so lovely children
5. What can we learn from the passage?
A. The writer often went shopping alone.
B. The writer's husband was always on business.
C. The writer doesn't know how to be a good mother.
D. The writer was greatly encouraged by the old gentleman's words.
阅读理解。
     In bringing up children, every parent watches eagerly the child's acquisition of each new
skill-the first spoken words, the first independent steps, or the beginning of reading and writing.
It is often tempting to hurry the child beyond his natural learning rate, but this can set up
dangerous feelings of failure and states of worry in the child. This might happen at any stage.
A baby might be forced to use a toilet too early, a young child might be encouraged to learn
to read before he knows the meaning of the words he reads. On the other hand, though, if a
child is left alone too much, or without any learning opportunities, he loses his natural enthusiasm
for life and his desire to find out new things for himself.
     Parents vary greatly in their degree of strictness towards their children. Some may be
especially strict in money matters, others are severe over times of coming home at night or
punctuality for meals. In general, the controls imposed represent the needs of the parents and
the values of the community as much as the child's own happiness.
     As regards the development of moral standards in the growing child, consistency is very
important in parental teaching. To forbid a thing one day and excuse it the next is no foundation
for morality (道德). Also, parents should realize that "example is better than precept". If they
are not sincere and do not practice what they preach (说教),their children may grow confused
and emotionally insecure when they grow old enough to think for themselves, and realize they
have been to some extent fooled.
     A sudden awareness of a marked difference between their parents' principles and their
morals can be a dangerous disappointment.
1. Eagerly watching the child's acquisition of new skills         .
A. should be avoided
B. is universal among parents
C. sets up dangerous states of worry in the child
D. will make him lose interest in learning new things
2. In the process of children's learning new skills parents          .
A. should encourage them to read before they know the meaning of the words they read
B. should not expect too much of them
C. should achieve a balance between pushing them too hard and leaving them on their own
D. should create as many learning opportunities as possible
3. The second paragraph mainly tells us that         .
A. parents should be strict with their children
B. parental controls reflect only the needs of the parents and the values of the community
C. parental restrictions vary, and are not always enforced for the benefit of the children alone
D. parents vary in their strictness towards their children according to the situation.
4. The underlined word"precept" in Para.3 probably means"         "
A. idea    
B. punishment        
C. behaviour        
D. instruction
5. In moral matters, parents should         .
A. observe the rules themselves
B. be aware of the marked difference between adults and children
C. forbid things which have no foundation in morality
D. consistently ensure the security of their children

违法和不良信息举报电话：027-86699610 举报邮箱：58377363@163.com

精英家教网