Several years ago, while attending a communication course, I experienced a most unusual process. The instructor asked us to list 　36 in our past that we felt 　 37　 of, regretted, or incomplete about and read our lists aloud.

This seemed like a very 38 process, but there’re always some 39 souls in the crowd who will volunteer. The instructor then 40 that we find ways to 41 people, or take some actions to right any wrong doings. I was seriously wondering how this could ever 42 my communication.

Then the man next to me raised his hand and volunteered this story: “Making my 43 , I remembered an incident from high school. I grew up in a small town. There was a Sheriff 44 of us kids liked. One night, my two buddies and I decided to play a 45 on him.

After drinking a few beers, we climbed the tall water tank in the middle of the town, and wrote on the tank in bright red paint: Sheriff Brown is a s. o. b. (畜生). The next day, almost the whole town saw our glorious 46 . Within two hours, Sheriff Brown had us in his office. My friends told the truth but I lied. No one 47 found out. ”

Nearly 20 years later, Sheriff Brown’s name 48 on my list. I didn’t even know if he was still 49 . Last weekend, I dialed the information in my hometown and found there was a Roger Brown still listed. I tried his number. After a few 50 , I heard, “Hello? ” I said, “Sheriff Brown? ” Paused. “Yes. ”“Well, this is Jimmy Calkins. ”

“And I want you to know that I did it. ”Paused. “I knew it! ” he yelled back. We had a good laugh and a 51 discussion. His closing words were，“Jimmy, I always felt bad for you 52 your buddies got it off their chest, but you were carrying it 53 all these years. I want to thank you for calling me. . . for your sake. ”

Jimmy inspired me to 54 all 101 items on my list within two years, and I always remember what I learned from the course: It’s never too late to 55 the past wrongdoings.

36. A. something　　　　 B. anything　　 C. somebody　　　　　　 D. anybody

37. A. ashamed　　　　　B. afraid　　　　　C. sure　　　　　　　　　　　D. proud

38. A. private　　　　　　B. secret　　　　　C. interesting　　　　　　 D. funny

39. A. foolish　　　　　 B. polite　　　　　　C. simple　　　　　　　　　D. brave

40. A. expected　　　 B. suggested　　 C. ordered　　　　　　　 D. demanded

41. A. connect with　 B. depend on C. make an apology to　　 D. get along with

42. A. improve　　　　　B. continue　　　C. realize　　　　　　　　 D. keep

43. A. notes　　　　　　 B. list　　　　　　 C. plan　　　　　　　　　　 D. stories

44. A. any　　　　　　　　B. most　　　　　 C. none　　　　　　　　　　D. all

45. A. part　　　　　　　 B. game　　　　　 C. trick　　　　　　　　　 D. record

46. A. view　　　　　　　B. sign　　　　　　 C. attention　　　　　　 D. remark

47. A. also　　　　　　　 B. even　　　　　 C. still　　　　　　　　　　 D. ever

48. A. appears　　　　 B. considers　　 C. presents　　　　　　 D. remembers

49. A. angry　　　　　　 B. happy　　　　 C. doubtful　　　　　　 D. alive

50. A. words　　　　　 B. rings　　　　　　 C. repeats　　　　　　　D. calls

51. A. cold　　　　　　　B. plain　　　　　　 C. nervous　　　　　　　D. lively

52. A. in case　　　　　B. so long as　　 C. unless　　　　　　　　 D. because

53. A. around　　　　　B. out　　　　　　　 C. on　　　　　　　　　　　D. away

54. A. build up　　　 B. make up　　　 C. clear up　　　　　 　D. give up

55. A. regret　　　　　 B. forgive　　　　　C. right　　　　　　　　　 D. punish

Would you like to be a king or queen? To have people waiting on you hand and foot? Many Americans experience this royal treatment every day. How? By being customers. The American idea of customer service is to make each customer the center of attention. Need proof? Just listen to the commercials. Most of them sound like the McDonald’s ad: “We do it all for you.” Actually, not all stores in America roll out the red carpet for their customers. But wherever you go, good customer service means making customers feel special.

People going shopping in America can expect to be treated with respect from the very beginning. Most places don’t have a “furniture street” or a “computer road” which allow you to compare prices easily. Instead, people often “let their fingers do the walking” through the store hot lines. From the first “hello”, customers receive a satisfying response to their questions. This initial contact can help them decide where to shop.

When customers get to the store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. In most stores, the clear signs that label each department make shopping a breeze. Customers usually don’t have to ask how much items cost, since prices are clearly marked. And unless they’re at a flea market or a yard sale, they don’t bother trying to bargain.

When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy’s Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you” from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. That way, they don’t have to carry heavy bags out to the car.

By quoting (引用) the McDonald’s ad: “We do it all for you”, the author intends to_______.

A. suggest that customers believe what commercials say deeply

B. show readers the American idea on good customer service

C. express all the stores pay much attention to the customers

D. persuade readers to choose the stores with ads correctly

In the USA, what may you do at first if you want to do some shopping?

A. To visit a professional street with lots of similar stores.

B. To compare prices in many shops in the same street.

C. To make phone calls and get better shopping choices.

D. To receive other customers’ answers to the questions.

The underlined words “a breeze” in Para.3 most probably means _________.

A. an easy job　　 B. a trouble　　           C. a funny thing　　     D. a boring task

Which of the followings shows American stores offer convenience to customers in this passage?

A. The store clerks don’t usually sit around watching TV or playing cards.

B. Some stores offer price bargain to the customers like a yard sale.

C. The clerks give customers a smile and a warm “thank you” after paying.

D. Some stores open new checkout lanes when the lanes are crowded.

Which of the following can be the best title of this passage?

A. Customer Service in America                     B. Excellent Stores in America

C. Shopping Rules in America                           D. Being King or Queen in America

Would you like to be a king or queen? To have people waiting on you hand and foot? Many Americans experience this royal treatment every day. How? By being customers. The American idea of customer service is to make each customer the center of attention. Need proof? Just listen to the commercials. Most of them sound like the McDonald’s ad: “We do it all for you.” Actually, not all stores in America roll out the red carpet for their customers. But wherever you go, good customer service means making customers feel special.

People going shopping in America can expect to be treated with respect from the very beginning. Most places don’t have a “furniture street” or a “computer road” which allow you to compare prices easily. Instead, people often “let their fingers do the walking” through the store hot lines. From the first “hello”, customers receive a satisfying response to their questions. This initial contact can help them decide where to shop.

When customers get to the store, they are treated as honored guests. Customers don’t usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. In most stores, the clear signs that label each department make shopping a breeze. Customers usually don’t have to ask how much items cost, since prices are clearly marked. And unless they’re at a flea market or a yard sale, they don’t bother trying to bargain.

When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy’s Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm “thank you” from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. That way, they don’t have to carry heavy bags out to the car.

By quoting (引用) the McDonald’s ad: “We do it all for you”, the author intends to_______.

A. suggest that customers believe what commercials say deeply

B. show readers the American idea on good customer service

C. express all the stores pay much attention to the customers

D. persuade readers to choose the stores with ads correctly

In the USA, what may you do at first if you want to do some shopping?

A. To visit a professional street with lots of similar stores.

B. To compare prices in many shops in the same street.

C. To make phone calls and get better shopping choices.

D. To receive other customers’ answers to the questions.

The underlined words “a breeze” in Para.3 most probably means _________.

A. an easy job　　 B. a trouble　　           C. a funny thing　　     D. a boring task

Which of the followings shows American stores offer convenience to customers in this passage?

A. The store clerks don’t usually sit around watching TV or playing cards.

B. Some stores offer price bargain to the customers like a yard sale.

C. The clerks give customers a smile and a warm “thank you” after paying.

D. Some stores open new checkout lanes when the lanes are crowded.

Which of the following can be the best title of this passage?

A. Customer Service in America                 B. Excellent Stores in America

C. Shopping Rules in America                    D. Being King or Queen in America