题目内容
---Listen! The fire engine is roaring! (消防车吼叫)
--- Oh, there ______ be a fire somewhere. How terrible!
A. should B. must C. have to D. will
B
Although I love my life ,it hasn't been a lot of fun as I've been ill for 28 year
s
Music has always been a great love of mine and ,in my 20s,when my_21_was move manageable ,I 22 ten years as a professional singer in restaurant .playing and singing falk songs. 23 that was years ago and times have changed . __24__ I live with my mother on a country farm .
Two years ago,I decided that I would need to love some kind of extra work to _25_ my disability pension (残疾抚恤金）._26_ I needed to sleep in afternoons.I was limited in my _27_I decided that I would consider 28 to singing in restaurants.
My family are all musicians ,so I was _29 when I went into our local music store .I explained that I waned to sing again but using recurded knraoke music I knew that discs were very expensive and I really didn't have a lot of _30 to get started ,And 31 you find only three to four songs out of ten on a disc that you can __32__use.
When I told the owner of the shop about my 33 ,he gave me a long use the gave me a long ,thoughtful __34__.
“This means a lot to you , doesn't it ?"be said . “Come with me.”
He led me 35 the crowded shop and to a bench with a large professional karaoke box on it. He placed his large hand 36 on his treasure and said . “I have 800 karaoke songs in here. You can take your 37 and I´ll record them for you .That should get you started.”
I 38 . Thanking him, I made a time with him to listen to all the songs and choose 39 that I could sing . I have come full circle with his help.
His 40 still warms my heart and makes me do just that bit extra , which I have the chance.
【小题1】
| A．loneliness | B．sadness | C．tiredness | D．sickness |
| A．set | B．enjoyed | C．kept | D．shared |
| A．Gladly | B．Eventually | C．Unfortunately | D．Surprisingly |
| A．Now | B．Then | C．Some time | D．Meanwhile |
| A．add up to | B．make up for | C．get nd of | D．take advantage of |
| A．If | B．As | C．Though | D．Before |
| A．movement | B．condition | C．choices | D．positions |
| A．reaching out | B．living up | C．getting on | D．going back |
| A．recognized | B．interviewed | C．found | D．invited |
| A．money | B．time | C．energy | D．knowledge |
| A．thus | B．ones | C．seldom | D．often |
| A．actually | B．hardly | C．nearly | D．formerly |
| A．job | B．family | C．idea | D．offer |
| A．face | B．view | C．look | D．sight |
| A．over | B．along | C．towards | D．through |
| A．Unhappily | B．lovingly | C．pitifully | D．gratefully |
| A．pick | B．turn | C．role | D．step |
| A．had to cry | B．ought to cry | C．should have cried | D．could have cried |
| A．more | B．the ones | C．few | D．the rest |
| A．courage | B．devotion | C．kindness | D．rust |
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 retail 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 other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. 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 the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty peaking spaces. This guidance got rid of 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.
【小题1】Why are store managers often the last to hear complaints?
| A．Few customers believe the service will be improved. |
| B．Customers would rather relate their unhappy experiences to people around them. |
| C．Customers have no easy access to store managers. |
| D．Most customers won’t bother to complain even if they have had unhappy experiences. |
| A．can find their cars easily after shopping | B．won’t have trouble parking their cars |
| C．can stay longer browsing in the store | D．won’t have any worries about security |
| A．Design of the store layout. | B．Hiring of efficient employees. |
| C．Manners of the salespeople. | D．Huge supply of goods for sale. |
| A．voice their dissatisfaction to store managers directly |
| B．shop around and make comparisons between stores |
| C．settle their disputes with stores in a diplomatic way |
| D．put pressure on stores to improve their service |