To answer correctly is more important than finish quickly. 解析:此题为五星级题.在finish 前加to.to finish quick——青夏教育精英家教网—

One evening after dinner, Mr. and Mrs. Tisich called a family meeting. “We’ve had to make a difficult decision,” Mr. Tisich announced. “You see, your mother has been offered a post as co-director of a television station in Chicago. Unfortunately, the station is not here. After thinking long and hard about it, we’ve concluded that the right decision is to move to Chicago.” Marc looked shocked, while his sister Rachel breathlessly started asking when they’d be moving. “It’s surprising, but exciting!” she said. Marc simply said, “We can’t go—I can’t leave all my friends. I’d rather stay here and live with Tommy Lyons!”

The Tisichs hoped that by the time they moved in August, Marc would grow more used to the idea of leaving. However, he showed no signs of accepting the news, refusing to pack his belongings. When the morning of the move arrived, Marc was nowhere to be found. His parents called Tommy Lyon’s house, but Mrs. Lyons said she hadn’t seen Marc. Mrs. Tisich became increasingly concerned, while her husband felt angry with their son for behaving so irresponsibly.

What they didn’t know was that Marc had started walking over to Tommy’s house, with a faint idea of hiding in Lyons’s attic(阁楼) for a few days. But something happened on the way as Marc walked past all the familiar landscape of the neighborhood: the fence that he and his mother painted, the tree that he and his sister used to climb, the park where he and his father often took evening walks together. How much would these mean without his family, who make them special in the first place? Marc didn’t take the time to answer that question but instead hurried back to his house, wondering if there were any moving cartons(纸板箱)the right size to hold his record collection.

1.The conflict(冲突) in this story was caused by_________.

A. Marc and Rachel’s different attitudes

B. a quarrel between Tommy Lyons and Marc

C. Marc’s disagreement with his parents about their move

D. Mr. And Mrs. Tisich’s comment of Marc’s irresponsibility

2.Marc and Rachel’s reactions to the move were similar in the way that both were________.

A. surprised B. angry and upset

C. anxious for more details D. worried about pacing

3.The reason for Marc’s going home was that_________.

A. he did not want to be left behind

B. he realized his family was important to him

C. he hoped to reach an agreement with his parents

D. he wished to be a more responsible person

4.What would most likely happen next?

A. Marc would bring his records over to the Lyons’s house.

B. Mr. and Mrs. Tisich would call the police.

C. Marc would join his family for house moving.

D. Mr. and Mrs. Tisich would start searching for Marc.

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High-quality customer service is preached(宣扬) by many ,but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.

Store managers are often the last to hear complaints, and often find out only when their regular customers decide t frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde group.” the store loses the customer, but the shopper must also find a replacement.”

On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.

According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.

The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

During peak shopping hours, some retailers solved the parking problems by getting moonlighting（业余兼职的）local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

Most importantly, salespeople should be diplomatic and polite with angry customers.

“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

1.Why are store managers often the last to hear complaints?

A. Most customers won’t bother to complain even if they have had unhappy experiences.

B. Customers would rather relate their unhappy experiences to people around them.

C. Few customers believe the service will be improved.

D. Customers have no easy access to store managers.

2.What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?

A. New customers are bound to replace old ones.

B. It is not likely the shopper can find the same products in other stores.

C. Most stores provide the same.

D. Not complaining to the manager causes the shopper some trouble too.

3.What contributes most to smoothing over issues with customers?

A. Manners of the salespeople.

B. Hiring of efficient employees.

C. Huge supply of goods for sale.

D. Design of the store layout.

4.To achieve better shopping experiences, customers are advised to _________.

A. exert pressure on stores to improve their service

B. settle their disputes with stores in a diplomatic way

C. voice their dissatisfaction to store managers directly

D. shop around and make comparisons between stores