题目内容

We can achieve knowledge either actively or passively(被动地). We achieve it actively by direct experience, by testing and proving an idea, or by reasoning.

We achieve knowledge passively by being told by someone else. Most of the learning that takes place in the classroom and the kind that happens when we watch TV or read newspapers or magazines is passive. Although we are used to passive learning, it’s not surprising that we depend on it in our everyday communication with friends and co-workers.

Unfortunately, passive learning has a serious problem. It makes us tend to accept what we are told even when it is rumor (谣言).

Did you ever play the game Rumor? It begins when one person writes down a message but doesn’t show it to anyone. Then the person whispers it, word for word, to another person. That person, in turn, whispers it to still another, and so on. Then the last person writes down the message word for word as he or she hears it. Then the two written statements are compared. Typically, the original message has changed.

That’s what happens in daily life. The simple fact that people repeat a story in their own words changes the story. Then, too, most people listen imperfectly. And many enjoy adding their own feelings to a story, trying to improve it, marking it with their own personal style. Yet those who hear it think they know.

This process is also found among scholars and authors: A statement of opinion by one writer may be re-stated as fact by another, who may in turn be quoted by yet another; and this process may continue, unless it occurs to someone to question the facts on which the original writer based his opinion or to challenge the interpretation he placed upon those facts.

According to the passage, passive learning may occur when a person is _______.

A. doing a medical experiment          B. solving a math problem

  C. watching news on TV               D. doing scientific reasoning

The underlined word “it” in Paragraph 2 refers to _____.

A. active learning     B. knowledge    C. communication       D. passive learning

The author mentions the game Rumor to show that _____.

  A. a message may be changed when being passed on

  B. a message should be delivered in different ways

  C. people may have problems with their sense of hearing  

D. people tend not to believe in what they know as rumor

What can we infer from the passage?

  A. Active learning is less important.

  B. Passive learning may not be dependable.

  C. Active learning occurs more frequently.

  D. Passive learning is not found among scholars.

【小题1】C

【小题2】D

【小题3】A

【小题4】B


解析:

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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.

第二节(共5小题;每小题2分,满分10分)

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

Children have gentle minds. To find the best way to teach children to share and care is easy. Kids are naturally attracted to animals.   71   Also we can show them the cow eating grass on a farm.

Making them have a look at the animals that are dying out and rare pictures from newspapers is another exciting way to make them love animals. The effects of pollution are difficult for them to understand.     72   There are great pictures of animals like cute rabbits and gorillas.

73    Tell them they are our friends, so we can’t hurt them.Take them to the conservation park and show them a monkey or a rare bird. Show them the types of penguins. Teach your children that animals can feel pain but cannot express themselves like us.    74    If you have pets at home, let them accompany your children deal with them well.

One could call an ambulance for injured dogs or nurse a sick animal back to health. Taking a nature walk is liked by kids and also the best way to get along with the family. Kids love to see some newborn dogs and the mother nursing them.     75     .

A.otions are well understood by children and they may have the same feeling.

B.ildren all like small animals, but they don’t consider them as their friends.

C.ach them never to throw stones to hit animals.

D.is can make children know how to care others.

E.e could teach them to be kind to ants and show them how they carry food to save for the rainy day.

F.rents should protect the environment first.

G.erefore one could tell them that the environment should be(kept ) clean.

 

第二节(共5小题;每小题2分,满分10分)

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

Children have gentle minds. To find the best way to teach children to share and care is easy. Kids are naturally attracted to animals.   71   Also we can show them the cow eating grass on a farm.

    Making them have a look at the animals that are dying out and rare pictures from newspapers is another exciting way to make them love animals. The effects of pollution are difficult for them to understand.     72   There are great pictures of animals like cute rabbits and gorillas.

     73    Tell them they are our friends, so we can’t hurt them.Take them to the conservation park and show them a monkey or a rare bird. Show them the types of penguins. Teach your children that animals can feel pain but cannot express themselves like us.    74    If you have pets at home, let them accompany your children deal with them well.

One could call an ambulance for injured dogs or nurse a sick animal back to health. Taking a nature walk is liked by kids and also the best way to get along with the family. Kids love to see some newborn dogs and the mother nursing them.     75     .

A.otions are well understood by children and they may have the same feeling.

B.ildren all like small animals, but they don’t consider them as their friends.

C.ach them never to throw stones to hit animals.

D.is can make children know how to care others.

E.e could teach them to be kind to ants and show them how they carry food to save for the rainy day.

F.rents should protect the environment first.

G.erefore one could tell them that the environment should be(kept ) clean.

     The American expression“shoo-in”means someone or something that seems sure to win a race or competition.

    Before a big football game,supporters of e ach team are certain to argue about which side will win.

    Sometimes,however, one team appears so much stronger than the others that everyone agrees it will win.The stronger team is a shoo-in.There is no way that it can lose.

    The expression shoo-in comes from horse racing.It comes from the word “shoo''.That’s not the shoe we wear on our foot.It's another word,S-H-O-O.“To shoo”is an expression hundreds of years old that means to urge a person or animal to move in a desired direction.

Many years ago,dishonest riders sometimes agreed secretly to control their horses so that one chosen horse would win the race.All but one of the riders would hold back thei horses.The chosen rider would shoo his horse ahead of the others,and win the race.

    The other riders would secretly bet large amounts of money that the chosen horse would win.

    The public soon learned about such races.They began to call the winner of such a race a“shoo-in".

    These days,people use shoo-in to describe any athlete or competitor that seems certain to win,even without cheating.American runner Edw in Moses won more than one hundred races before he ran the hurdles race in the nineteen-eighty-four Olympic Games.Everyone said Moses was a shoo-in and that he could not lose.And they were right.He won the gold medal.

36.One of the dishonest riders was sure to win the race because          

  A.the other riders had agreed to fail in the race

  B.he used to be best at riding

  C.the public had confidence in him

  D.he could control his horse easily

37.The reason why American runner Edwin Moses was regarded as a“shoo-in”is     

  A.owing to his honest character

  B.due to his great effort shown in more than one hundred races

  C.that he won over l00 competitions before the l984 Olympic Games

  D.that the old meaning of“shoo-in''had changed

38.Which of the following statements is NOT true?

  A.“Shoo-in'’originated in the word“shoo'’.

  B.The public did not know they were being cheated.

  C.Some riders bet a lot of money on the chosen horse.

  D.US runner Moses deserved a shoo-in.

39.The main idea of the passage is that“shoo-in’’          

A.is used to admire a person who seems to be sure to win a race

B.is a word used to describe a dishonest person

C.is used for any athlete or competitor that seems too clever to be cheated

D.is used for anyone or anything that is certain of winning a game

40.This passage can best be titled           

  A.Be Sure to Win    B.Shoo-in,a Sure Winner

  C.Winner in a Competition  D.The Birth of Shoo-in

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