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   A car ran over an old lady. The driver just sneaked avuay. A ivarm-hearted uuitness called up the police。 The police rushed to the spot soon 25.____________ the accident.And they are 26.___________ （ask) him for some details.

  (P — policeman； W —uuitness)

P: You have seen the whole thing, haven't 27.________________ ？

W ： Yes. I was just several 28.____________ (foot)away when the accident 29._______(happen).

P : How did the lady get run over?

W ： She was crossing the street when a car dashed at her. It was too late when she realized that.

P: Was the light green or red?

W: Red for sure. So the lady didn't pay 30.______________to the car coming towards her at all. The driver should have stopped his car or 31._____________   least have warned the lady by whistling.

P- Could you describe 32.____________ the driver was like?

W: Sorry. It happened all in a sudden. But I no?ticed the car plate. The first seemed to be "G，"

P: Thank you. You've helped 33. _________________ (great). Is it OK that we would ask you again for proof or something else 34.____________  needed?

W: No problem. My name is Linda Bells. My tel?ephone number is 785416363.

P: Thanks again. Bye!

W: Bye!

25. _________      26. _________  27. ___________

28. ____________     29. ____________  30.___________     

31. ____________      32. _________  33. ___________

34. _________

25. after    26.  asking   27.  you   28.  feet  

29. happened   30. attention   31. at   32.  what 

33. greatly   34. when

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W: Well. Last night I found I lost my wallet.

M ： Oh dear. That's terrible. What was 36.     your wallet?

W: Well, some money of course, a visa, my identi?ty card and some photos.

M: Well.  If I 37.        (be) you, I would make a phone call to the police straight away.

W: Yes, I have already done that and the policemen have already looked for it. I 38.   (leave) soon and I need my visa and identity card 39. (bad).

M: Oh dear.   What 40.     pity. Then where did you lose your wallet?

W; I last saw my wallet 41       I left the theatre last night.

M: I think you should put out a public notice in the local newspaper. Tell people the things and where you 42.  (lose) them.

W: 43,     that takes too long. And Star Theatre is not popular in the neighbourhood.

M: Wait a minute. Such a coincidence! My uncle lives very close to the theatre. I could ask him to go to the theatre to require 44.      .

2.The streets in Beijing sometimes can be very________________  (crowd).

It is universally known that people cannot succeed or achieve their targets without a strong will. One of the most typical examples is that in the present society, a

growing number of people fail 35.      (quit)smoking just because of their poor willpower during the process. Some factors may explain this phenomenon 36.   follows. For one thing, no one can deny the fact 37.     insistence is the key to accomplishing   one's   task. Therefore, sticking to one's 38.   (origin) aim is significant. 39.     many people will stop smoking a couple of days after they have made their determination, only a few of them can succeed in the end. For 40.    ， many people can't resist various temptations (诱惑)around them. In

41.   case, those who want to quit smoking may be 42.     ( easy) affected by the smoking fellows around them. From what 43.   (discuss) above, we may safely come to the conclusion that only by concentrating on the target and sticking to it 44.    we succeed.

Have you heard of Lake Titicaca? It is a famous lake in South America, which is located on the border between Bolivia and Peru. But the lives of the ancient people who once lived around the lake and 25.    culture was thought to be highly advanced, have long remained a secret. Recently, 26.    ， scientists taking part in an exploration project at the lake have found 27.   they believe to be a 1,000-year-old temple 28.     the water.

Divers from  the  study group have discovered 29.   building that scientists think is the remains of a temple built by the people who once lived be?side the lake. The project leaders hope to begin raising important materials  from the site later this week 30.   bad weather forces a change in their plans. "The scientists have not yet had the opportunity to study the materials carefully," said project director， John Aubi. "But some 31.     (put) forward the idea that the remains date from this period because of their 32.  (similar) to those found elsewhere.The research team has so far this year made more than 200 dives into water 30 metres deep. During these dives, 33.       have been recording the ancient remains on film. There will be a meeting, 34.   (start) later this year to review the film.

No matter what type of business you run, it has to deal with things that go wrong from your customer's point of view. Complaints (投诉)can be a great source of information for organizations to make corrections as well as further improvements. 9

1.    You should listen actively to what the customer has to say by keeping comfortable eye contact. 10

2.    11 It's important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer

that you've accepted the responsibility and provide him with choices or otherwise make sure you'll do something about his complaint.

3.    Talk with the customer and discover the best means to solve his problem. 12 In this case it's im?portant to let your customer know an estimation(估计) of how long it'll take to take action on his complaint.

4.    A simple "thank you" is one way to let the cus?tomer know you appreciate the time and effort he has taken to  inform  you  about   a   problem  with your company's service or products that you need to know about.

5.    Create a procedure for recording different types of customer complaints. 13

 

A.    Listen to your customer's complaints and you can improve your service.

B.    There will be times when you'll be unable to solve the issue immediately.

C.    When receiving a complaint, you should apologize for the failure the customer has identified.

D.    They are a valuable source of information to deter?mine various root causes that need to be addressed with?in your company.

E.    So it's important to learn to deal with customer com?plaints effectively.

F.    Don't feel ashamed of the failure in your service or products.

G.    You should also show your customer that you do un?derstand him.

3. After he died， he was b_________ _ with his wife in the country.

5. 当他很小的时候，他的父母就去世了，除了一座破旧的老房子外什么也没给他留下。

When he was very young, his parents died, _____________________________ but a poor old house.

用所给词的适当形式填空（注意：填入的单词数量不得多于3个）

1. "What do you want to be?" asked Mrs Crawford. "Oh, I ______________ (be) a scientist," said the boy, with a smile.

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