-The number of the employees has grown from 1,000 to 1,200. -This means it has risen 20 percent. A．with B．in C．to D．by 题目和参考答案——青夏教育精英家教网—

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—The number of the employees has grown from 1,000 to 1,200.

—This means it has risen ________ 20 percent.

A．with　　　　B．in　　　　　C．to　　　　D．by

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Everyone in business has been told that success is all about attracting and retaining(留住) customers. It sounds simple and achievable. But,   41   , words of wisdom are soon forgotten. Once companies have attracted customers they often    42   the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers     43    become carried away. They forget what they regard as the boring side of business---    44   that the customer remains a customer.
     45   to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the    46     company loses between 10 and 30 percent of its customers every year. In constantly changing    47    , this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.
Only now are organizations beginning to wake up to these lost opportunities and calculate the   48  implications.     49    the number of customers a company loses can make a big    50   in its performance. Research in the US found that a five percent decrease in the number of defecting(流失的) customers led to    51   increases of between 25 and 85 percent.
In the US, Domino’s Pizza estimates that a regular customer is     52    more than five thousand dollars over ten years. A customer who receives a poor quality product or     53    on their first visit and    54     never returns, is losing the company thousands of dollars in   55    profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer   56    is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to     57   them”, says Adrian Payne of Cornfield University’s School of Management. “Research suggests that there is a close relationship between retaining customers and making profits.     58     customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price    59   , and may provide free word-of-mouth advertising. Retaining customers also makes it   60  for competitors to enter a market or increase their share of a market.”

CBC is a famous air company which has over twenty planes carrying passengers and goods, flying along 12 fixed lines all over the world. Its service is very good but some passengers are still not satisfied with it and that is why in 2003 and 2004 the company received letters of complaints from consumers or passengers who pointed out over a dozen kinds of problems which are divided in groups in the following table. Those about passengers’ things carried by the plane are Baggage problems. Customer service refers to service work with passengers are not satisfied with. Over -sales of seats are about the fact that more seats are sold and as a result the plane is too crowded to be safe. Refund problems appear when passengers fail to receive the money paid back to them because of what they have lost. Fares are problems about the price of tickets.
Consumer Complaints Received By the CBC

Category（种类）	2003	2004
Flight problems	20.2%	22.1%
Baggage	18.3%	21.8%
Customer service	3.1%	11.3%
Over-sales of seats	10.5%	11.8%
Refund problems	10.1%	8.1%
Fares	6.4%	6.0%
Reservation & Ticketing	5.8%	5.6%
Tours	3.3%	2.3%
Smoking	3.2%	2.9%
Advertising	1.2%	1.01%
Credit	1.0%	0.8%
Special passengers	0.9%	0.9%
Others	6.0%	5.3%
Total Number of Complaints	2,988	1,792

51．About how many complaints about Credit were received by the CBC in 2003?
A．28 B．29 C．30 D．31
52．By about what percent did the total number of complaints decrease from 2003 to 2004?
A．40% B．60% C．75% D．100%
53．If the circle graphs below show total consumer complaints for 2003, which graph shows a dark part that is about Flight problems and Refund problems together?

54．Which of the following statements can be inferred from the table?
a. In 2003 and in 2004, complaints about Flight problem, Baggage, and Customer service
together took about 50 percent of all consumer complaints received by the CBC Company.
b. The number of special passengers complaints was unchanged from 2003 to 2004.
c. From 2003 to 2004 the number of Flight problem complaints increased by more than 2 percent.
A．only a B．only b C．a and b D．a and c
55．From the passage we can know that .
A．customers are not satisfied with CBC
B．sometimes CBC sells more tickets than its plane’s fixed seats
C．CBC has more than twenty planes which fly to all the capital cities of the world
D．customers can only buy tickets with ready money

C
Not many years ago, some American farmers began to complain about hawks(鹰). The hawks were killing chickens. The farmers did not know what to do. They went to the government officials and asked for help.
The officials said, “ We’ll pay you for each hawk you kill.” The farmers began to kill the hawks. Many hawks were killed, but the farmers now had another problem. The field mice were growing in number and they were eating up the farmers’ corn. Hawks eat not only chickens but also field mice. They eat more field mice than chickens. But if the farmers had known that, they would not have upset(打乱) the balance of nature. In one part of the USA, there are deer which eat a kind of wild rose. The deer are eaten by mountain lions. The number of deer, mountain lions, and wild rose does not change much if people stay away from them. If there are too many deer, mountain lions will increase rapidly in number and kill many deer. If there are too many mountain lions, there will be fewer deer and there will be more roses.
It is always necessary for us to keep the balance of nature. The government once killed almost all the mountain lions to protect the deer. Soon there were so many deer that they ate up all the wild roses. Then they began to eat the green leaves of young trees which were important to the farmers.
So the farmers protected their trees from the deer. The deer had nothing to eat, and many of them died.
The government learned a valuable lesson from nature.
44. What had happened after the hawks were killed?
A. People wouldn’t worry about their chickens.
B. The number of the field mice became too large.
C. The number of the field mice became small.
D. The field mice were eating up the farmers’ corn.
45. Why did American people have to protect their trees?
A. Because the mountain lions destroyed the trees.
B. Because there were so many deer that they began to eat the green leaves.
C. Because they wanted the trees to grow well.
D. Because the trees are more important than the deer.
46. What can we learn from the article?
A. We must keep the balance of nature.
B. We must not kill any animals.
C. we must feed the hawks with our corn to keep the balance of nature.
D. Both A and B.

My son and I were trying to sell the house we had repaired but in the barn(谷仓)there were bats(蝙蝠)and they would not leave. The barn was their home. They told us so in their own way. They hung there in the barn and seemed determined to stay for the season. Don’t worry about it, Dad, " Patrick said. They keep down the mosquitoes(蚊子).”
Unfortunately they also kept the buyers away. when we had asked a person to sell　the house for us he had refused to show it because of the bats. Bats are popular, “Patrick comforted me. They’re ecological(生态学的).”Isn’t there a machine you can buy that produces high frequency sounds to keep bats away?” “I don’t know,” said Patrick. But I like bats, and whoever buys this house will probably like them too. “Probably?” I hated that word. “How many bats are　there ,anyway?” “I counted about 90 last night,” said Patrick. “They were dropping out from under the edge of the roof.” “You mean there are more — outside?” “They’re everywhere, Dad. But look at it this way. When the cold weather comes, they’ll be off to Mexico. Maybe in the spring we can keep them out. Don’t worry about it,” he said for the hundredth time. “It’s not a problem.”
The bat expert I called was even more active than Patrick. I think you’ve got a large number there,” he said in wonder, I’ve been trying to attract bats to our house for 25 years. A single bat eats up his weight in mosquitoes and black flies three times every night. You’re a very lucky man.” I offered to share my luck with him. He could take them away. Bats have a remarkable homing instinct(本能),”he said, “They’d fly straight back even if I transported them 100 miles. Once they have settled, you can’t stop them from coming back.” I was silent.
Finally we managed to rent “(出租)the house to a young family, who were also interested in buying it. What about the bats?” I said to Patrick.
“Oh, they love the bats,” he said. “No mosquitoes. No black flies. It’s one of the things that attracted them.”
“Do you think they will really buy the blouse?”
“Probably.”
“Probably? Well, if they do ,I suppose I’ll have to admit that I was wrong.”
“You mean you’re going to eat your words?”
“Yes, I am.”
36. What was the problem the author had with his house?
A.?Bats were living in the barn and wouldn't go away.
B.?The author and his son couldn't sleep well because of the bats.
C.?The author and his son might be able to stay for the season.
D.?The house was still badly in need of repair.
37.?What did Patrick suggest the author should do to stop the bats living in the barn?
A.?He should buy a high frequency machine.
B.?He should move them one hundred miles away.
C.?He should reduce the number of mosquitoes.
D.?He should close the barn in the spring.
38.?Why did the author fall silent when he talked with the bat specialist?
A.?He felt sure about the situation.
B.?He found out that it would be impossible to remove the bats.
C.?He learned that he would be able to share his luck with the expert.
D.?He liked the advice given by the expert.
39?What happened regarding the house in the end?
A.?Some people agreed to rent the house.
B.?The author failed to find anybody who wanted to live in the house.
C.?The bat expert made the decision to buy the house.
D.?The bats left the house for Mexico in the spring.
40.?Why did the author think he might have to “eat his words”?
A.?He felt sorry for the bats.
B.?He might be mistaken about being unable to sell the house.
C.?He realized he might be wrong about the bats’ actions.
D.?He was happy about selling the house.

In a great many cities, hundreds of people ride bikes to work every day. In New York, some bike riders have even formed a group called Bike for a Better City. They declare that if more people rode bikes to work, there would be fewer automobiles in the downtown part of the city and so less dirty air from car engines．
For several years, this group had been trying to get the city government to help bike riders． For example, they want the city to draw special lanes(车道) for bikes on some of the main streets, because when bike riders must use the same lanes as cars there are accidents. Bike for a Better City feels that if there were special lanes, more people would use bikes．
But no bike lanes have been drawn. Not everyone thinks it is a good idea—they say it will slow traffic. Some store owners on the main streets don’t like the idea—they say that if there is less traffic, they will have less business．
The city government has not yet decided what to do． It wants to keep everyone happy. On weekends, Central Park—the largest place open ground in New York— is closed to cars, and the roads may be used by bikes only．
【小题1】In New York, a group of bike riders__________．

A．are keeping practicing for health

B．have no cars of their own

C．are complaining there are not enough buses

D．are trying to settle the problem of air pollution

【小题2】The bike riders suggest that __________．

A．bikes should be used instead of cars

B．bike lanes should be drawn

C．fewer buses or cars should be used

D．the number of special lanes should be decreased

【小题3】The advantage of the special lanes is that__________．

A．they will make cars and buses run slowly

B．they will make it easier for bike riders to go to parks

C．they will make the city more beautiful

D．they will prevent accidents

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