“BANG”the door caused a reverberation．“Never set foot in this house again!”shouted father．With tears weiling(涌出)up in my eyes，I rushed out of the hofase and ran along the street．

    A young father who held a child in his arlzis walked past rile．I felt as if I saw my childhood from another space：happy and harmonious(和谐)

    But now I don’t know whether it is because I have grown up or because Dad is getting old．We are just like two people coming from two different worlds．It feels like there is an iron door between us that can never be opened．

    1 wandered the street，without a destination in my n'nnd．My heart was frozen oil this hot summer night．As I walked on there were fewer and fewer people m the streets，until I had only streets to keep me company When I finally reached the high rise apartment block in which I livegt，I saw that the light was still on．

     I thought to myself，“Is father waiting for rile．or is he still angry with me?”

    In fact，it was nothing．Perhaps，Dad was throwing some of his old stamps．Perhaps he thought they were useless．I never had th,e courage to tell him that I liked collecting stamps．

    All the lights were off except father’S

    Dad was always 1ike this．Maybe he didn’t know bow to express himself．After shouting at me，he never showed any mercy or regret After an argument he will creep(蹑手蹑脚)up in my sleep and then tuck rile underneath the covers

    This was how he always was．Fie has been a leader for So long that telling everyone else what to do has become his second nature．

    The fight was still oil With the key in hand，1 was as nervous as 1 had ever been．At last，I decided to open the door．As soon as I opened the door tears ran down my cheeks．I suddenly realized that the iron door that l had imagined between us did not exist at all Love－it is second to none．

The underlined word“reverberation”refers to    ．

    A．an earthquake    B．a heavy Mow  ．

    C．a shake D．a sound forced back

When seeing a young father with a child in his arras．the writer might have

  the following feelings EXCEPT             

   A．She／He admired them very much

   B．She／He wished that the relation between him／her and his／her father could

    also be so harmonious

  C．She／He felt that happiness had been far away from him／her

   D．She／He felt disappointed with his／her father

Why do you think the father often shouts at his child?

    A．The father is getting older and older．

    B．The child had already grown up．

    C．They never agree with each other．

    D．The father has got used to doing that．

What conclusion can you draw after reading the text?

    A．The father treats his child in an unfair wav．

    B．The father is actually kind to his child

    C．The father is neither kind nor cruel to his child

    D．The father is always finding fault with his child．

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(零售店)，but instead will warn 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 to go often to their competitors，according to n 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 others，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 very harmful to retailers．

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

During peak shopping hours，some retailers solved the parking problems by getting part-time local police to work as parking attendants (服务员)．Some hired flag wavers to direct customers to empty parking spaces．

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

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

“Retailers who're responsive and friendly are more likely to smooth over(缓解)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 complaining to the retailer，instead of complaining to the rest of the world. Retailers are finding it difficult to improve when they have no idea what is wrong．

72．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 tell 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．

73．Shop owners often hire part-time police as parking attendants so that    ．

    A．shoppers can stay longer in the store

    B．shoppers won't have trouble parking their cars

    C．shoppers won't have any worries about security

    D．shoppers can find their ears easily after shopping

74．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 store layout

75．To achieve better shopping experiences，customers are advised to        ．

    A．bring pressure to bear on stores to improve their service

    B．settle their questions with stores in a flexible way

    C．express their dissatisfaction to store managers directly

    D．shop around and make comparisons between stoles

A few days ago I got a call from my old college friend whom I haven’t seen for a very long time. The topic, which was about all the good old times that we had changed to a touching story when he started talking about his father.

His father’s declining health made him stay at the hospital. Because of his illness, his father suffered from insomnia (失眠) and often talked to himself. My friend, who had not been able to sleep for a few days as he had to keep watching his father’s condition, became annoyed and told his father to keep silent and try to get some sleep. His father said that he really wanted to sleep well because he was very tired and told my friend to leave him alone in the hospital if he did not want to keep him company.

After his father finished talking, he fell unconscious (失去知觉). My friend was very sorry for speaking the ill words towards his father. My friend, whom I knew as a tough person, cried as a baby on the other end of the telephone. He said that from that moment on, he prayed every day, asking God to let his father wake up from his coma. He promised himself that whatever words came out from his father’s mouth after he regained his consciousness, he would gladly take them. His only hope for God was to give him a chance to rectify his past mistake.

Often, we complain when we have to accompany or watch over our parents for years, months, days, hours or even minutes. But do we realize that our parents keep us company and watch over us for as long as we (or they) live? From the day we were born to our adulthood, and even when deaths come to us, they are always at our side.

Imagine how sad our parents will be when they hear a seemingly innocent （天真无邪的）word of “no” come out from our mouths. We can make promises to ourselves that from now on there will be no more complaints that come out from our mouths when we have to watch over or accompany our parents. No more complaints come out from our mouths when we feel that our parents have treated us like little children. There are so many unlucky ones who have neither fathers nor mothers. They long to have the things that we most complain about, but never have them.

Actually, it takes only a second to think and light the lamp that will bring us to a place where peace is dwelling.

1.Which of the following word can be used to describe the writer’s friend?

A．Sad              B．Sorry             C．Regretful          D．Pitiful

2.What does the underlined word “rectify” mean in Para. 3?

A．put…right                             B．recite…by heart

C．realize                                D．recognize

3.What does the writer want to tell us in the passage?

A．Your parents will keep talking to themselves when they are old.

B．Be good to your parents when you still have the chance.

C．You will regret in your life if you don’t show your kindness to your parents.

D．It is not easy to take good care of sick old parents.

Fred is second to none in English in our class, but believe it or not, he _____ passed the last exam.

“BANG!” the door caused a reverberation（冲击声）. It was just standing there, which father standing on one side, and I on the other side.

We were both in great anger, “Never set foot in this house again!” stormed father. With tears welling up in my eyes, I rushed out of the flat and ran along the street.

The street lights were shining, causing rather sad-feeling．I wandered aimlessly．

A young father who held a child in his arms walked past me．I felt as if I saw my childhood from another space: happy and carefree．

But now．．．I don’t know whether it is because I have grown up or because dad is getting old．We differ in our ways of thinking．He always put his opinions and codes of behavior on me．Whenever I do something wrong, he never admits it．We are just like two people coming from two different worlds．It feels like there is an iron door between us that can never be opened．

 I wandered the streets, without a destination in mind．My heart was frozen on this hot summer night．As I walked on there were fewer and fewer people on the streets, until I had only the street lights to keep me company．When I finally reached the high-rise apartment block in which I lived ,I saw that the light was still on．

I thought to myself: “Is father waiting for me, or is he still angry with me?”

In fact, it was nothing．Perhaps, dad was throwing away some of his old stamps．Perhaps he thought they were useless．I never had the courage to tell him that I liked collecting stamps．I can’t stand his words: “I can’t throw you away, let alone these old papers ?”

All the lights were off except father’s．

Dad was always like this．Maybe he didn’t know how to express himself．After shouting at me, he never showed any mercy or any moments of regret．After an argument he has the habit of creeping up in my sleep and then tucking me underneath the covers．

This was how he always was．He has been a leader for so long that telling everyone else what to do has become his second nature．

The light was still on． “Am I wrong?” I whispered ,maybe．．．With the key in hand, I was as nervous as I had ever been．At last, I decided to open the door, as soon as I opened the door tears ran down my cheeks．I suddenly realized that the iron door that I had imagined between us did not exist at all．Love—it second to none．

Decide which is the best order of the following according to what happened in the passage．

a．I opened the door and entered the house．

b．Sadly I ran out into the street．

c．I reached the place where I lived and saw my house still brightly lit．

d．I thought of my father’s kindness towards me．

e．I walked about in the street without any aim．

A．b,e,d,c,a              B．b,e,c,d,a              C．b,e,a,c,d                      D．b,e,c,a,d

What made the writer think of his childhood?

A．The sight of the street lights．

B．The sight of the empty street．

C．The sight of a father with a child in his arms．

D．The sight of light in his own house．

Why do you think the father often shouts at his son?

A．perhaps the father is getting older and older．

B．perhaps the son has already grown up．

C．perhaps they never agree with each other．

D．perhaps the father has got used to doing that．

What conclusion can you come to after reading the passage?

A．The father treats his son in an unfair way．

B．The father is actually kind to his son．

C．The father is neither kind nor cruel to his son．

D．The father is always finding fault with his son．