by keeping down costs will Power Data hold its advantage over other companies. [ ]A. Only B. Just C. Still D. Yet 题目和参考答案——青夏教育精英家教网—

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by keeping down costs will Power Data hold its advantage over other companies.

[ ]

A. Only
B. Just
C. Still
D. Yet

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No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.

Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.

Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.

Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.

Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.

Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.

Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.

1.What does the passage mainly talk about?

A. Importance of dealing with customer complaints.

B. Effects of customer complaints on business.

C. Tips for handling complaints from customers.

D. Several factors resulting in customer complaints.

2.The author thinks that customer complaints _____________.

A. are easy to deal with B. are really quite annoying

C. can actually be avoided D. are sometimes beneficial

3.The underlined word “authentic” in Paragraph 3 most probably means _______.

A. touching B. believable C. attractive D. clever

4.According to the passage, what is the first thing you should do when facing the customer complaints?

A. Showing sincere attitude.

B. Making an honest apology.

C. Making an absolute promise.

D. Listening to the complaint attentively.

The benefits of keeping a journal (日志)

If you want to grow, one important thing you should do is keeping a journal. It may seem simple, but it can make a big difference in your life. I have been keeping journals for years. Writing all the lessons I learn and all the ideas I get has become a habit for me. 1. Here are some benefits you will get by keeping a journal.

◆ It prevents you from losing an idea. Have you ever gotten an idea only to lose it later because you didn’t write it down? 2. But then I developed the habit of writing down every idea that came into my mind as soon as possible. If I’m away from my computer, I usually write it down on a piece of paper that I bring wherever I go. I will then transfer the idea to the journal in my computer.

◆ It helps you review all the lessons you’ve learned. By reviewing your journal, you can quickly see the lessons you’ve learned and the ideas you’ve gotten. 3. You can use the ideas to propel (鞭策) yourself forward.

◆ 4. After keeping a journal for years, you can look back at it and see how far you’ve gone. Things that were big problems in the past might seem small today. The raw ideas you had in the past might have been realized today.

◆ It helps you expand your ideas. When you try to come up with a sentence to express an idea, you are thinking actively about it. 5. In the end, you will expand your ideas.

A．I often experienced that myself.

B．It trains you to express your thoughts.

C．It allows you to see your progress over time.

D．Just use whatever tool you feel comfortable with.

E. Thinking actively helps you connect your idea to another idea.

F. And to be honest, I can’t imagine what my life would be like without it.

G. Then you can do whatever necessary to avoid repeating the same mistakes.

Like distance runners on a measured course，all of us will move through time in a roughly predictable pattern．

In the first stage of our lives，we develop and grow, reaching toward the top of physical vitality(活力)．

After we grow up，however, the body begins a process of gradually wearing out．

A new awareness of physical fitness may help lengthen our years of health and vitality，yet nothing we do will work to stop the unavoidable force of aging．

Most of the changes of aging take place deep inside the body．The lungs become less able to take in oxygen．Powerful muscles gradually lose their strength．The heart loses power and pumps less blood．Bones grow easier to break．

Finally, we meet a stress，a stress that is greater than our physical resistance．Often，it is only a minor accident or chance infection(a disease caused by virus)，but this time，it brings life to an end．

In 1932，a classic experiment nearly doubled the lifetime of rats，simply by cutting back the calories in their diet The reason for the effect was then unknown．

Today, at the University of California at Berkley, Dr．Paul Seagle has also greatly lengthened the normal lifetime of rats．The result was achieved through a special protein limited diet，which had a great effect on the chemistry of the brain．Seagle showed that within the brain，specific chemicals control many of the signals that influence aging．By changing that chemical balance，the clock of aging can be reset．

For the first time, the mystery of why we age is being seriously challenged．Scientists in many fields are now making striking and far-reaching discoveries．

An average lifetime lasts 75 years，yet in each of us lies a potential for a longer life．If we could keep the vitality and resistance to disease that we have at age twenty, we would live for 800 years．

1.What does the underlined word “it” refer to?

A．Physical vitality．

B．Stress．

C．Aging．

D．Physical resistance．

2.Which of the following is not a change of aging?

A．People gradually lose their muscle strength．

B．Bones tend to break more easily．

C．The heart loses power and pumps less blood．

D．The lungs become unable to take in oxygen．

3.The author believes the following except that ．

A．human's life pattern is predictable

B．physical fitness can't stop the force of aging

C．human's lifetime will last longer than 75 years

D．all of the changes of aging take place deep inside the body

4.How did Dr．Paul Seagle lengthen the lifetime of rats in his experiment?

A．By keeping their physical fitness．	B．By cutting the calories in their diet．
C．By resetting their clock of aging．	D．By limiting the protein in their diet．

5.What is probably the best title for the article?

A．Two Great Experiments

B．The Mystery of Human Life

C．The Breakthrough in the Study of Aging

D．Ways to lengthen Human Life

ABCD请按实际情况填写。其他请参照下表填写。

A, B, C, D, E(AB), F(AC)

A. Control of Respiration

B. Basic tips for preserving cut flowers

C. Role of Respiration

D. Most Important Aspect of Flower Care

E. Need for Clean Water

F. Ways of Stopping Respiration

While everybody enjoys fresh cut flowers around his house, few people know how to keep them for as long as possible. This may be done by keeping in mind a few simple facts. The key to keeping fresh cut flowers for a week or more without floral preservatives(which contain biocides that kill bacteria and fungus) is to keep the water fresh and the stems free of air pockets so they can continue to draw up water.

An important thing to remember about cut flowers is that they are sensitive to temperature. For example, studies have shown that cut carnations(康乃馨) retain their freshness eight times longer when kept at 12℃ than when kept at 26℃. Keeping freshly harvested flowers at the right temperatures is probably the most important aspect of flower care.

Flowers are not intended by nature to live very long. Their biological purpose is simply to attract birds or insects, such as bees, for pollination (授粉). After that, they quickly dry up and die. The process by which flowers consume oxygen and produce carbon dioxide, called respiration (呼吸), generates the energy the flower needs to give the flower its shape and colour. The making of seeds also depends on this energy. While all living things respire, flowers have a high level of respiration. A result of all this respiration is heat, and for flowers the level of heat relative to the mass of the flower is very high. Respiration also brings about the eventual death of the flower. Thus the greater the level of respiration, the sooner the flower dies.

How, then, to control the rate at which flowers die? By controlling respiration. How is respiration controlled? By controlling temperature. We know that respiration produces heat, but the reverse is also true. Thus by maintaining low temperatures, respiration is reduced and the cut flower will age more slowly.

Another vital factor in keeping cut flowers is the quality of the water in which they are placed. Flowers find it difficult to “drink” water that is dirty or otherwise polluted. Even when water looks and smells clean, it almost certainly contains harmful substances that can endanger the flowers. To rid the water of these unwanted substances, household chlorine bleach (含氯漂白剂) can be used in small quantities. It is recommended that 15 drops of chlorine bleach(at 4% solution) be added to each litre of water. The water and solution should also be replaced each day.

Lying in the sun on a rock,the cougar(美洲狮) saw Jeb and his son,Tom,before they saw it.Jeb put his bag down quickly and pulled his jacket open with both hands,making himself look big to the cougar.It worked.The cougar hesitated,ready to attack Jeb,but ready to forget the whole thing,too.

Jeb let go of his jacket,grasped Tom and held him across his body,making a cross.Now the cougar’s enemy looked even bigger,and it rose up,ready to move away,but unfortunately Tom got scared and struggled free of Jeb.

“Tom，no!”shouted his father.

But Tom broke and ran and that’s the last thing you do with a cougar.The second Tom broke free,Jeb threw himself on the cougar,just as it jumped from the rock.They hit each other in mid-air and both fell.The cougar was on Jeb in a flash,forgetting about Tom,which was what Jeb wanted.

Cougars are not as big as most people think and a determined man stands a chance,even with just his fists.As the cougar’s claws(爪子) got into his left shoulder.Jeb swung his fist at its eyes and hit hard.The animal howled(吼叫) and put its head back.Jeb followed up with his other fist.Then out of the corner of his eye.Jeb saw Tom.The boy was running back to help his father.

“Knife,Tom,”shouted Jeb.

The boy ran to his father’s bag,while Jeb started shouting as well as hitting,to keep the cougar’s attention away from Tom.Tom got the knife and ran over to Jeb.The cougar was moving its head in and out,trying to find a way through the wall Jeb was making out of his arms.Tom swung with the knife,into the cougar’s back.It howled horribly and ran off into the mountains.

The whole fight had taken about thirty seconds.

1.Why did Jeb pull his jacket open when he saw the cougar?

A.To get ready to fight. B.To frighten it away.

C.To protect the boy. D.To cool down.

2.What do we know about cougars?

A.They are afraid of noises.

B.They hesitate before they hit.

C.They are bigger than we think.

D.They like to attack running people.

3.How did Jeb try to hold the cougar’s attention?

A.By keeping shouting and hitting.

B.By making a wall out of his arms.

C.By throwing himself on the cougar.

D.By swinging his fists at the cougar’s eyes.

4.Which of the following happened first?

A.The cougar jumped from the rock.

B.Tom struggled free of his father.

C.Jeb asked Tom to get the knife.

D.Jeb held Tom across his body.

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