题目内容

根据短文内容，从短文后的选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。

Customer service refers to the way that companies behave towards their customers. 1. However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers. 2.

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously.

3. You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆断）and think that you know what the customers want.

4. Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely. 5. Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A. Never interrupt or start speaking until they’ve finished.

B. You can bring in as many new customers as you want.

C. So customer service is important and you should know how to improve it.

D. Finding out the needs of the customers is another important customer service tip.

E. Making customers feel they are important is an excellent way to serve them better.

F. It’s the quality of service that determines whether the customer remains with the company.

G. More companies are finding that their customer service should not be limited to Stores.

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_____ in charge of two classes made Mrs．Li, head of Senior Grade 3, extremely tired．

A． Leaving B． Left

C． Being left D． Having left

______ my father doesn’t say a lot in daily life， he gives me much love and affection．

A． Because B． When

C． Although D． If

Suddenly it hit me__________ difficult it was for my mother to get a master’s degree in China in the 1960s.

A. what B. how C. which D. whether

In her new book, “The Smartest Kids in the World,” Amanda Ripley, an investigative journalist, tells the story of Tom, a high-school student from Gettysburg, Pennsylvania, who decides to spend his senior year in Warsaw, Poland. Poland is a surprising educational success story: in the past decade, the country raised students’ test scores from significantly below average to well above it. Polish kids have now outscored(超过……分数) American kids in math and science, even though Poland spends, on average, less than half as much per student as the United States does. One of the most striking differences between the high school Tom attended in Gettysburg and the one he ends up at in Warsaw is that the latter has no football team, or, for that matter, teams of any kind.

Those American High Schools lavish more time and money on sports than on math is an old complaint. This is not a matter of how any given student who plays sports does in school, but of the culture and its priorities. This December, when the latest Program for International Student Assessment(PISA) results are announced, it’s safe to predict that American high-school students will once again display their limited skills in math and reading, outscored not just by students in Poland but also by students in places like South Korea, Belgium, the Netherlands, Finland, Singapore, and Japan. Meanwhile, they will have played some very exciting football games, which will have been breathlessly written up in their hometown papers.

Why does this situation continue? Well, for one thing, kids like it. And for another, according to Ripley, parents seem to like the arrangement, too. She describes a tour she took of a school in Washington D. C. , which costs thirty thousand dollars a year. The tour leader—a mother with three children in the school—was asked about the school’s flaws(暇疵). When she said that the math program was weak, none of the parents taking the tour reacted. When she said that the football program was weak, the parents suddenly became concerned. “Really?” one of them asked worriedly, “What do you mean?”

One of the ironies (讽刺) of the situation is that sports reveal what is possible. American kids’ performance on the field shows just how well they can do when expectations are high. It’s too bad that their test scores show the same thing.

1.Tom decides to spend his senior year in Poland because _______.

A. there are striking differences between the 2 countries

B. Polish kids are better at learning

C. sports are not supported at schools in Gettysburg

D. he intends to improve his scores

2.According to Paragraph 2, we know that _______.

A. too much importance is placed on sports in America

B. little time is spent on sports in Japanese schools

C. American high schools complain about sports time

D. PISA plays a very important role in America

3.The underlined sentence in the last paragraph means _______.

A. American students’ academic performance worries their parents a lot

B. high expectations push up American students’ academic performance

C. low expectations result in American students’ poor PISA performance

D. lacking practice contributes to American students’ average performance

4.The purpose of this article is to _______.

A. draw public attention to a weakness in American school tradition

B. call on American schools to learn from the Polish model

C. compare Polish schools with those in America

D. explain what is wrong with American schools and provide solutions

根据短文内容，从短文后的选项中选出能填入空白处的最佳选项，选项中有两项为多余选项。

Wrong Reasons for Going to College

A college education can be priceless. ____1.___ If any of these following factors had a big influence on your decision, you’re probably right to second-guess yourself.

◆Because someone else expects it from you.

Perhaps you come from a family where everyone goes to college. Or maybe, you’re the kid that everyone is proud to believe will be the first to get there. ____2._____. It’s become so much a part of the air you breathe that you’ve never stopped to consider whether you want to go or whether you’re ready to go.

◆Because all your friends are going.

In only a few weeks’ time, the whole friend group will be scattered to a half dozen different colleges in a half dozen different places. ____3._____Friends would wonder what’s wrong with you. Some would take it as a betrayal of the dreams you’ve dreamed together and the plans you’ve made.

◆____4.___

It’s been tough to find even a summer job. You don’t have an alternative plan. Everyone else is doing it (see above). You think you might as well go to school. That is the lamest of reasons to spend $20,000 or more in the next year.

◆Because you are afraid you’ll regret it if you don’t go.

Your uncle tells you that his one regret in life is that he didn’t go to college. Others tell you that they could have gone so much farther in their career if only they had a college education. ____5.____ So this is not a persuasive reason for you to go to college.

A. That’s much too fine.

B. Not to go would be set yourself apart.

C. Because you don’t know what else to do.

D. Everyone seems more excited than you are.

E. It seems that for years everyone has just assumed that of course you’ll go.

F. Whatever the story is, there are always people who regret decisions they’ve made.

G. But maybe in your heart you know that you are going for the wrong reasons.

完形填空

The story happened on a not heavy rainy day.

After class, I took a few bottles to go and ________ some water from the water room. Oh！There were so many people! I had to wait ________the rain. My hair didn’t get wet because I wore a hat, but my clothes ________ .

When at last it was my ________ ,I filled the bottles as quickly as possible. I beganmaking my way back when I saw a boy ________ towards me. He ________ two umbrellas

in his hand. He shouted hello and as he came ________ ,I recognized that it was XiaoBai.

He ________ my classmate for nearly three years but we never ________ more than ten sentences. He was silent but I like talking. We were quite ________ people and had nothing in common. I didn’t ________ him and even didn’t want to see him.

“Hey! What’s wrong?” His words ________ me out of my thought. “I saw you ________ in therain so I brought you this umbrella. But it seems a little ________ ,your clothes are already wet.”

On hearing this, I was so ________ that I couldn’t say a single word.

“Don’t just stand there. Let’s go!” He said and held the umbrella for me. We walked towards ________ and this time, we talk ________ .

“I know you don’t like me, but I want to ________ with you.” he said, “you may think I am silent, but it is because I can’t find the ________ to say.”

The rain finally stopped and we saw a rainbow in the blue sky. I said to myself, “It is wrong to ________someone only by his appearance.

1.A. collect B. drink C. carry D. hold

2.A. under B. in C. at D. on

3.A. did B. get C. was D. wet

4.A. wish B. duty C. job D. turn

5.A. come B. came C. coming D. comes

6.A. had held B. has held C. was holding D. holds

7.A. near B. nearly C. nearer D. nearest

8.A. has been B. had been C. is D. would be

9.A. shared B. talked C. spoke D. communicate

10.A. the same B. familiar C. strange D. different

11.A. hate B. ignore C. like D. get along

12.A. brought B. make C. get D. surprised

13.A. stood B. stand C. standing D. are standing

14.A. early B. frequent C. actually D. late

15.A. moving B. move C. moved D. moves

16.A. the classroom B. the park C. the playground. D. the bedroom

17.A. nothing B. little C. a lot D. something

18.A. make friends B. shake a hand C. make a friend D. have words

19.A. times B. right words C. silent place. D. umbrella

20.A. understand B. see C. judge D. Decide

I grew up in Westley，California．After graduating with high school．I went to Beijing and started teaching in a kindergarten．I had never been to a city big as Beijing before．I fall in love with Chinese food．I would eat out at the different restaurant every night and practice my Chinese with local citizen．I suppose the air was clean back home，but my life in China was much more interesting．My most favorite part about living in Beijing was nothing that many other foreigners didn’t like at all—the noise．I loved walking outside my door and hear the sounds of city life．Therefore，I’m back in Westley now，and all I hear is silence．I definitely miss Beijing．

For many people, leisure time is an opportunity to get outdoors, have some fun and meet interesting people. Add two pieces of advanced 21st century technology — global positioning system (GPS) devices and the Internet — to get “geocaching”.

The word geocaching comes from “geo” (earth) and “cache” (hidden storage). Geocachers log onto a website to find information about the location of a cache — usually a waterproof plastic box containing small items such as toys and CDs — along with a notebook where “finders” can enter comments and learn about the cache “owner”, the person who created and hid the cache. Finders may take any of the items in the cache but are expected to replace them with something of similar value. They then visit the website again and write a message to the owner.

Geocaching became possible on May 1, 2000, when a satellite system developed by the U.S. Department of Defense was made public. Using an inexpensive GPS device, anyone on earth can send a signal to the satellites and receive information about their position. This is basically a high-tech version of orienteering, the traditional pastime which uses maps and compasses instead of GPS to determine one’s location.

Geocachers are a very considerate group. Owners carefully choose a cache’s location to give finders an enjoyable experience, such as a beautiful view or a good campsite. They also consider the environmental impact of their cache since it could result in an increased number of visitors to an area. As for the content of the caches, owners and finders must only use items that are suitable for the whole family, as caches are found by geocachers of all ages.

1.According to the passage, geocaching is __________.

A. an outdoor leisure activity

B. a new type of technology

C. a game used to teach geography

D. a program to protect environment

2.How can finders learn about the cache owners?

A. By meeting them. B. By going to a website.

C. From the notebook. D. From the satellite.

3.Which of the following is NOT used in geocaching?

A. A GPS device. B. A compass.

C. A plastic container. D. The Internet.

4.Which of the following is true according to the passage?

A. Most geocachers are adults.

B. Any item can be placed in the caches.

C. The caches should be put in a remote place.

D. Geocachers try to avoid damaging the environment.

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