题目内容
The greater population is living in a city,______ for water, transportation, and disposal of rubbish.
A. there is need the greater B. the greater need there is
C. the greater need is there D. there is the greater need
名校课堂系列答案Eating foods high in trans-fats(fats present in artificial form in industrially-produced cakes and fast food...) and saturated (饱和的) fats increases the risk of depression, according to a Spanish study, confirming previous studies that linked “junk food” with the disease. Researchers also showed that some products, such as olive oil, can fight against the risk of mental illness.
Authors of the wide-reaching study, from the universities of Navarra and Las Palmas, followed and analyzed the diet and lifestyle of over l2,000 volunteers over six years. When the study began, none of the participants had been diagnosed with depression; by the end, 657 of them were new sufferers.
“Participants with an increased consumption of trans-fats presented up to a 48 percent increase in the risk of depression when they were compared to participants who did not consume these fats,” the head study author said. “The more trans-fats were consumed, the greater harmful effect they produced in the volunteers.”
The research team found, at the same time, that after assessing the effect of polyunsaturated fats made up of larger amounts of fish and vegetable oils and olive oil, these products are associated with a lower risk of suffering depression.
The report, published in the online journal PLOS ONE, noted the research was performed on a European population that enjoys a relatively low intake of trans-fats—making up only 0.4 percent of the total energy taken in by the volunteers. “Despite this, we observed an increase in the risk of suffering depression of nearly 50 percent,” said researcher Miguel Martinez. “On this basis we think it of great importance to take this effect into account in countries like the United States, where the percentage of energy derived from these fats is around 2.5 percent.”
The report pointed out that the current number of depression sufferers in the world is around l50 million people, and has increased in recent years. This rise is attributable, according to the authors, “to great changes in the sources of fats consumed in Western diets, where we have replaced certain types of beneficial fats in nuts, vegetable oils and fish with the saturated and trans-fats found in meats, butter and other products such as mass-produced cakes and fast food.”
【小题1】What's the best title of the text?
| A．Junk Food and Depression | B．Depression Prevention |
| C．Types of Fats and Depression | D．Depression Research |
| A．Fish. | B．Vegetable oil. | C．Olive oil. | D．Butter. |
| A．2.5% Americans suffer mental illness |
| B．l2,000 volunteers in Navarra took part |
| C．a minority of participants became new sufferers |
| D．l50 million Europeans enjoy a healthier lifestyle |
| A．obtained | B．chosen | C．separated | D．preserved |
| A．they have less time for exercise |
| B．they eat more nuts, vegetable oils and fish |
| C．the sources of fats in their diets have changed |
| D．less meat, butter, and cakes are included in their diets |
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. |