18．The researches compared Einstein's brain with those of about 90normal people and found that one a——青夏教育精英家教网——

18．The researches compared Einstein's brain with those of about 90normal people and found that one area of his brain was different from most people's．（　　）

17．"One world one Dream"fully reflects the values of the Olympic spirit：friendship，progress，harmony，participation and dream．（　　）

16．Jane Austen's novels still appeal to people because they focus on issues that are as ________today as they were when she wrote them．（　　）

15．The Great Barrier Reef，the world's largest coral reef ____ for over 26000 kilometers in the blue sea，containing countless corals and small islands．（　　）

14．In the past if you missed the ____ to pay back a credit card debt，it would be recorded in your credit report for a lifetime．（　　）

13．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．

67．What does the passage mainly talk about？C
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．
68．The author thinks that customer complaintsD．
A．are easy to deal with                   B．are really quite annoying
C．can actually be avoided                 D．are sometimes beneficial
69．The underlined word"authentic"in Paragraph 3most probably meansB．
A．touching        B．believable          C．attractive         D．clever
70．According to the passage，what is the first thing you should do when facing the customer complaints？D
A．Showing sincere attitude．   B．Making an honest apology．
C．Making an absolute promise． D．Listening to the complaint attentively．

12．I woke up this morning．There is an empty feeling that I have had so many times before and it seems to be coming back into my mind．What is it？I can't figure it out．
I got ready for work．On the way I decide to stop and get a cheese from the little shop just down the road．I have never been there before but I was hungry and it would be 5hours before I got off work．
The owner of the store took my order．He asked me what I wanted and I told him I heard he made a great cheese．He seemed pleased to hear that．
As I was sitting in the small space，there was an elderly gentleman finishing his breakfast．He paid the waitress，received this change and made a small joke．As he turned to get up，which was quite a difficult feat for this gentleman，he looked over at me．I gave a small smile．
He looked again in my direction for a moment and said to me，"Has anyone ever told you，you have the most beautiful brown eyes？"
Seeing as I have blue eyes，I can't say I have ever heard that before．I humored him and said，"No，I can't say anyone has ever told me that before．"
He smiled，and said，"Well since they are blue you wouldn't have heard that，but you have beautiful blue eyes．"
I laughed and said thank you very much．He began to tell me a few one liner jokes so I smiled and laughed at his jokes．
He tried to get up to leave again and looked at me and said"Your smile really brightens a room，do you know that？"I said，"Thank you very much．"
He proceeded to get up，which took him quite some time．As he got up he said，"Take care of that smile．"
I felt a sense of comfort wash over me and I reflected on my morning and that empty feeling I had．For a moment in time it seemed to be filled．

55．Before the writer went to work，he feltD．
A．sleepy          B．energetic           C．sick          D．unhappy
56．From the text，we can infer the old manA．
A．was optimistic about life                B．liked to play a joke on others
C．was unwilling to leave                   D．had difficulty in hearing
57．By saying"since they are blue"，the old man meant"B"．
A．because they feel cold                  B．because they are sad
C．because they have blue eyes             D．because they are hungry
58．What lesson can we learn from the story？C
A．We should find comfort from stranger．
B．We should pay attention to our own business．
C．We should laugh off our worries in life
D．We should show respect to the old people．

11．Roger Alvarez，22，was one of the 52percent of students who didn't make it through his senior year at Manual Arts High School in Los Angeles．
He dropped out several years ago，but by the time he was in ninth grade，Alvarez says he already knew he wasn't going to graduate．
"There's a certain amount of knowledge you have to have when you enter in a specific grade，and I didn't have it．"Alvarez says，"Every class I used to go in，I was like，‘Do I know this？I don't know this．'"
It was a shameful attitude，he tells his former English teacher，Antero Garcia，29．
"You were determined to help me，but what was I willing to give？I could have actually tried．"
For his part，Garcia wants to know how he could have reached out to Alvarez better，but Alvarez says Garcia had always been helpful．
"I mean，you could cheer me up，and then I see other students doing way better，"Alvarez says，"So then，I get nervous．I get stuck，and then my motivation goes to the floor．"He felt the situation was hopeless．
"You talked to me like if I could do it，but inside me，I knew I couldn't．"he tells Garcia，"I just didn't want you to think that I'm…stupid．"
Now，school is a life tool that Alvarez says he's missing-but his teacher isn't to blame．
"Always，I just wanted you to know…you were a good teacher，and I always respected you．"he tells Garcia，"Some teachers，I felt like they only wanted to teach a certain group of people．But you looked at me and you paid attention．"
"Maybe it didn't get me to graduate，but there're a lot of teachers，they don't take the time to take a look．And it was never your fault．"
Alvarez now works the night shift at a loading dock（码头）．He still hopes to get his degree one day．

51．When Alvarez entered a grade，he was sure thatA．
A．he wasn't going to pass the class
B．he would do better than other students
C．he might learn an amount of knowledge
D．he would try his best to learn at class
52．By saying"my motivation goes to the floor"，Alvarez meantB．
A．he hid his goal from others              B．he lost heart gradually
C．he built up his motivation               D．he fell to the ground completely
53．In the opinion of Alvarez，most teachersC．
A．paid no attention to teaching              B．had no time to read books
C．didn't care about what he did             D．showed no respect to students
54．The passage mainly tells us thatD．
A．a dropout complains about being treated badly
B．a dropout plans to get his degree again
C．a dropout shows respect for not graduating
D．a dropout has thanks to his teacher not blame．

10．A Korean survey shows that shopping cart handles are the most bacteria-carrying items among some ________used objects．（　　）

9．Having working abroad for several years，Janson wanted to settle down to a _________ job in his homeland．（　　）

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