题目内容

13．-You shouldn't have told everybody my secret．
-Wait a minute!I didn't tell anyone…I swear!
-Oh，________!You big mouth!（　　）
A．I don't buy itB．I mean it
C．You don't forget itD．You got it

分析 -你本不应该告诉每个人我的秘密．
-等会，我没有告诉任何人，我发誓．
-我不相信！你真多嘴．

解答 答案选A．考查语言交际．A．I don't buy it我不相信，B．I mean it 我是认真的，C．You don't forget it 你不要忘记，D．You got it你猜中了．根据句意，我不相信你，选A．

点评 考查语言交际的题，弄懂选项的意思，将选项分别代入题干，根据句意和语境进行选择．

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3．In the more and more competitive service industry，it is no longer enough to promise 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 researchers，that customers receiving good service will promote business by telling up to 12 other people； those treated badly tell tales of worse to up to 20 people．Interestingly，80 percent of people who feel their 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 a lot of money in information technology and staff training in order to cope with the"phone rage"-caused by delays in answering calls，being cut off in mid-conversation or left waiting for long periods．
"Many people do not like talking to machines，"says 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 them．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-delivering （saying that a repair will be carried out within five hours，but getting it done within two）； replacing a faulty product immediately； throwing in a gift coupon as an unexpected"thank you"to regular customers； and always returning calls，even when they are complaints．
Airlines face some of the toughest challenges over customer care．Fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather，unclaimed luggage and technical problems．
For British Airways staff，a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times．The Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service．
Customer care is obviously here to stay and it would be a foolish company that used slogans such as"we do as we please"．On the other hand，the more customers are promised，the greater the risk of disappointment．

41．We can learn from Paragraph 2 thatD．
  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
42．The writer mentions"phone rage"（Paragraph 3）to show thatC．
  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
43．What does the writer recommend to create customer delight？
C 
  A．Calling customers regularly．   B．Giving a"thank you"note．
  C．Delivering a quicker service．  D．Promising more gifts．
44．Customer delight is important for airlines becauseB．
  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 applied to their staff
45．Which of the following is conveyed in this article？C
  A．Face-to-face service creates comfortable feelings among customers．
  B．Companies that promise more will naturally attract more customers．
  C．A company should promise less but do more in a competitive market．
  D．Customer delight is more important for air lines than for banks．
1．Tu youyou，（61）a famous female chemist and scientist，was born in Ningbo，Zhejiang Province on December 30th，1930．In 1951，she was （62）admitted （admit） into Beijing University，（63）where she studied making medicine．After （64）graduation   （ graduate），she was trained in traditional Chinese medicine for two years and a half．Since then she （65）has been working （work） in China Academy of Traditional Chinese Medicine in Beijing．In1972，she succeeded  （66）indiscovering and developing Qinghaosu to cure those patients of malaria（疟疾） （67）effectively （effective） in different places of the world，for which she won many big awards．To our  （68）excitement （excite） and delight，she was awarded the Nobel Prize in Medicine on October 5th，2015，becoming the first Chinese woman  （69）to win （win） the Nobel Prize．We are called on to learn from her and devote （70）ourselves （we） to scientific research．
8．Alex has been in China for quite a few years．____________，he speaks fluent Chinese．（　　）
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5．It's amazing how we grow from careless kids to responsible teens．What happens in the course that makes us responsible now？It's the seed that we sow in the beginning which grows and becomes a huge tree．As I sit here，silently thinking about my growth，I wonder over some questions which don't have an answer but it's because of such unanswerable situations that life has become a roller coaster ride．
As a kid，I used to read a lot of story books．In one particular book，I read a story of a bird．From then on，that has become an integral （必不可少的） part of my life．It described a male bird which takes a lot of pain to build a nest and the female bird takes shelter in it and nourishes the baby．When the bird learns to fly，the whole family flies off to a different place leaving behind the beautiful nest for other birds to grow their family in it．It made me wonder．How could they so easily sacrifice their house built with so much effort？
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A．They are relatively safe．
B．They are often crowded．
C．They are very easy to pass．
D．They are sites of base camps．
29．What does the underlined word"gear"mean？A
A．Equipment for climbing mountains．
B．The food climbers brought onto the mountain．
C．Some important machines used for the bottlenecks．
D．Some rubbish found on the mountain．
30．The group of 15Nepali artistsA．
A．created works of art using rubbish from Qomolangma
B．were employed by the Everest Peakeers Association
C．climbed Qomolangma and collected 1.5tons of trash
D．painted 74beautiful pictures of Mount Qomolangma's peak
31．What can be the best title for the text？B
A．Eco Everest Expedition Proves Successful
B．Qomolangma Has Become A Huge Mess
C．Test Yourself Against Qomolangma
D．Recycle Rubbish On Qomolangma．
3．---The food in Zhengzhou doesn't agree with me．
---You are _____ for disappointment if you expect the same taste in a toally different region．（　　）
A．fragileB．unfitC．boundD．apparent

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