题目内容

7. We _____ to start our own business, but we never had enough money.

A) have hoped      B) hope         C) had hoped        D) should hope

C

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　　In the more and more competitive service industry it is no longer enugh pro? 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 reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated 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 sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

　　“Many people do not like talking to machines,”days 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 then, The aim is to make the customer feel they know you and that you can trust them-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-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”

　　Reg? Customers; and always returning calls, even when they are compants．

　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

　　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,? 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? each other as customers requiring the highest standards of service．

　　Customer care is obiously here to stay and it would be a foolish company that used slpgznd? 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 2that ________．

[　　]

A．

complaining customers are hard to satisfy

B．

unsatisfied customers receive better service

C．

satisfied customers catch more attention

D．

well-treated customers promote business

(2)

The writer mentions”phone rage”(Paragraph 3)to show that ________．

[　　]

A．

customers often use phones to express their anger

B．

people still prefer to buy goods online

C．

customer care becomes more demanding

D．

customers rely on their phones to obtain services

(3)

What does the writer recommend to create customer delight?

[　　]

A．

Calling customers regular

B．

Gibing a “thank you “note．

C．

Delivering a quicker service．

D．

Promising more gifts．

(4)

If a manager shoud show his empathy(Paragraph 6), what would be probably say?

[　　]

A．

”I know how upset you must be．”

B．

”I appreciate your understandig．”

C．

”I'm sorry for the delay．”

D．

”I know it's our fault．”

(5)

Customer delight is important for airlines because ________．

[　　]

A．

their telephone style remains unchanged

B．

they are more likely to meet with complaints

C．

the services cost them a lot of money

D．

the policies can be a?

(6)

Which of the following is conveyed in this article?

[　　]

A．

Face-to-face service creates comfortable feelings among customers．

B．

Companies that promise more will naturally attract more cuatomer．

C．

A company should promise less but do more in a competitive market．

D．

Customer delingt is more important for air lines then for banks．

When Suzanne Kail, an English teacher at a public high school in Magnolia, Ohio, was told that she would be required to teach her students Latin and Greek word roots, she rolled her eyes. Kail believed in a progressive approach to education, in which active participation in meaningful learning was the most important. In an account of her experience in the English Journal, she wrote, “asking students to do rote memorization (机械记忆) was the opposite of what I believed in most.” Still, her department head insisted on it. She was sure her students wouldn’t like it, either.

Kail was surprised — as was anyone who took a look at the recent studies supporting the effectiveness of “old school” methods like memorizing math facts, reading aloud, practicing handwriting and so on. While the education world is all excited about so-called 21st-century skills like cooperation, problem solving and critical thinking, this research suggests that we might do well to add a strong dose (一剂) of the 19th century to our children’s schooling.

As soon as Kail began teaching her students the Greek and Latin origins of many English terms — that the root “sta” means “put in place or stand”, for example, and that “cess” means “to move or withdraw”— they eagerly began recognizing familiar words including the roots, like “statue” and “recess”. Kail’s students started using these terms in their writing, and many of them told her that their study of word roots helped them answer questions on the SAT and on Ohio’s state graduation exam. For her part, Kail reported that she no longer saw rote memorization as “evil”.

That’s also true of another old-fashioned method drilling math facts, like the multiplication table (乘法表). Although many progressive educators speak ill of what they call “drill and kill” (kill students’ love for learning, that is), rapid mental retrieval (检索) of basic facts is required for doing more complex and more interesting kinds of math. The only way to achieve this, so far as anyone has been able to determine, is to practice and practice. Indeed, many experts have observed the wide gap between the math scores of American and Chinese students on international tests. Asian schools focus heavily on math facts. Failure to do so can effectively close off the higher realms (范围) of mathematics — a study found that most errors made by students working on complex math problems were due to a lack of automaticity (自动性) in basic math facts.

60. What did Suzanne Kail think was the most important in learning at first?

      A. Memorizing math facts.                                B. Problem solving ability.

       C. Students’ active participation                        D Studying word roots...

61. How does the study of word roots benefit students?

       A. It helps students build a large vocabulary more easily.

       B. It provides students with motivation for rote memorization.

       C. It helps students break up their conventional thinking.

       D. It gives students more knowledge about Greek and Latin.

62. Why is there a gap between the math scores of American and Chinese students?

       A. Because American students’ love for learning has been killed.

       B. Because American students are not very familiar with basic math facts.

       C. Because Chinese students have a higher math level than American students.

       D. Because Chinese students are becoming more creative than American students.

63. The author might NOT approve of             .

       A. using rote memorization                B. abandoning 21st-century methods

       C. practicing handwriting                     D. remembering basic math facts repeatedly

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