题目内容
More and more American parents, students, educators, political and business leaders have come to see the importance of Chinese on the world stage. As a result, Americans hoping to learn Chinese are growing in number though they face a lot of difficulties.
Liu Chuansheng, chairperson of the University Council at Beijing Normal University, talked about this situation. “There have been 300 million Chinese learning English, and I know that there are more and more Americans beginning to learn Chinese. I remember when I came to the U. S. there were only 250 schools offering Chinese classes; when I left in 2005, there were already 2,400 schools hoping to offer Chinese classes. Today more than 700 schools are offering Chinese classes, and 4,500 are planning to do so.”
“This is an important time in America. We have suffered from an economic crisis; there is swine flu(猪流感) ---- all part of our lives. We need to be competitive to deal with the world and make an effort to understand each other,” said Shuhan Wang, head of Chinese Language Initiatives at Asia Society. “The number of Chinese language teachers remains the key bottleneck,” she said. “And the need for specialized teachers becomes greater, as there is increasing popularity of early language learning ---- kindergarten through 8th grades.”
Jon M. Huntsman Jr., governor(州长) of Utah, has led his state to the front in teaching Chinese. “While math and science remain main studies,” he said, “language is going to be an important drive in education. Next year 82 schools will offer Chinese to 6,000 students.”
64. It is implied in the passage that the number of Americans learning Chinese is growing mainly because _______.
A. more and more Americans face a lot of difficulties
B. the number of Chinese learning English is growing
C. Chinese is widely used by actors all over the world
D. China is playing a more important role in the world
65. Liu Chuansheng’s talk mainly shows us _______.
A. how Americans are learning Chinese B. why Americans are learning Chinese
C. that Chinese becomes popular in America D. that China offers more Chinese classes there
66. The biggest problem with Americans learning Chinese is that _____.
A. the Chinese language is too difficult for them to learn
B. they don’t have enough teachers of Chinese in the USA
C. American children are not good at learning languages
D. teachers won’t work in kindergartens or primary schools
67. The proper title for the passage is _______.
A. Americans show great interest in learning Chinese
B. Americans show less interest in math and science
C. Chinese teachers get new chance to work in America
D. Chinese is widely used in some states of America
64—67 DCBA
【解析】略
导学教程高中新课标系列答案
小学课时特训系列答案
'm not sure we’d want to wipe those memories out.” said Rebecca Dresser, a medical ethicist (伦理学家).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 .
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A．complaining customers are hard to satisfy |
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B．unsatisfied customers receive better service |
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C．Satisfied customers catch more attention |
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D．well-treated customers promote business |
2.The writer mentions “phone rage”(Paragraph 3) to show that .
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A．customers often use phones to express their anger |
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B．people still prefer to buy goods online |
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C．customer care becomes more demanding. |
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D．customers rely on their phones to obtain services |
3.If a manager should show his empathy (Paragraph6), what would he probably say?
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A．“I know how upset you must be.” |
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B．“I appreciate your understanding.” |
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C．“I’m sorry for the delay.” |
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D．“I know it’s our fault.” |
4. Customer delight is important for airlines because .
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A．their telephone style remains unchanged |
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B．they are more likely to meet with complaints |
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C．the services cost them a lot of money |
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D．the policies can be applied to their staff |
5.Which of the following is conveyed in this article?
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A．Face-to-face service creates comfortable feelings among customers. |
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B．Companies that promise more will naturally attract more customers. |
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C．A company should promise less but do more in a competitive market. |
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D．Customer delight is more important for airlines than for banks. |
There are 70,000 pubs in England and Wales have several thousand more in Scotland.
Every country has its drinking shop, but none has an institution quite like the British pub. The most important feature of a good pub (which modern buildings hardly ever achieve) is a feeling of something private. It must have nooks and crannies, corners and snugs, where conversations and assignations can take place without the whole world listening in.
Most pubs have at least two separate bars. The “public bar” which is for ordinary and women is the basic drinking shop. The “lounge bar” (or saloon bar) which is for traveling salesmen and “ladies” probably has a carpet on the floor and rather more comfortable decoration. There may be a difference of a few pence in the drink prices, although all pubs are required by law to put their price lists easily seen on display.
Pubs have been changing over the past few decades. More and more of them sell good, inexpensive food and are competing strongly with restaurants. Tea and coffee are often on offer and children are being made more welcome. The law says that no one under 14 may enter a pub, and between 14 and 18 they must be accompanied by an adult and may not buy or consume alcoholic drink. In reality some pubs, especially in country districts, welcome whole families. Some set aside special rooms for children and where there are gardens they are almost always welcome.
The most basic change, however, came about in the 1938 licensing laws which allowed pubs in England and Wales to open not just at lunch time and in the evening, but all day, from 11 a.m. to 11 p.m. (Scottish laws already permitted all day opening.)
1. Which of the following can be the best title?
A. Pubs’ history B. Pubs in Britain
C. Changes of pubs D. Features of a good pub
2. According to the British people, what kind of pub is a good one?
A. The one with all day opening time.
B. The one with good and inexpensive food.
C. The one with all kinds of people enjoying themselves.
D. The one with different parts where people can have a private conversation.
3.In paragraph 4, we can learn that .
A. pubs allow people above 14 to enter alone
B. pubs never allow people under 18 to enter
C. pubs don’t sell more expensive food than restaurants
D. pubs often sell alcoholic drinks as well as tea and coffee
4.According to the passage, which of the following is NOT true?
A. The law requires all the pubs have slightly different prices of drinks.
B. Ordinary people and women are often having fun in the “public pub”.
C. In some country pubs, children accompanied by their parents are always welcome.
D. Scottish laws allow pubs to open not just at lunch time and in the evening, but all day.