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 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 to 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 local police to work as parking attendants. Some hired flag wavers to direct customers to empty peaking spaces. This guidance got rid of 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.
【小题1】Why are store managers often the last to hear complaints?

Perhaps you do not know your school principal (校长) well. But you might be wise to take him or her seriously. Beijing University will enroll (招收) students recommended by high school principals this year. If the students recommended pass a round of interviews by Peking University, they will have an extra 30 extra points added to their national college entrance exam scores if they apply to the university.
Beijing University said the reason behind the move was a desire to give students with comprehensive (综合的) or special abilities a chance to stand out.
However, a survey, showed 10,046 out of 14,227 people are against the measure. Some experts agree with the criticism. Liu Daoyu, former president of Wuhan University is one strong opponent(反对者). “There are so many high schools across the country. But only 39 schools are qualified to recommend students. Is it fair to the rest of the schools? Besides, most of the 39 schools are located in big cities, which is unfair to other regions,”
The reform is also unfair to other students, some say. According to Liu, in the competitive exam, one extra point can put a student ahead of a large numbers of others – never mind 30.
“Principals do not know students well. How can they guarantee the recommendation will be fair?” asked Wang Xuming, former spokesman of the Ministry of Education.
The Ministry of Education said the move is a good experiment in college admission reforms and the public should support it even if it is not yet mature (成熟的). It said Beijing University promised a series of supervision (监督) measures to avoid cheating. For example, the information of schools and principals that recommend students, and the recommended students will be put online for a week for public supervision.
【小题1】The best title of the passage could be         .

—Can you keep an eye on my bag? I need to go to the rest room．

一____       ．It will be safe with me．

C
On May 8, last Thursday morning, the Olympic flame was lit on the top of Mount Qomolangma! It was a historic moment for China exactly three months ahead of the Beijing Games.
Tibetan female climber Cering Wangmo reached the summit with a special extreme-altitude Olympic torch. This event is what China has promised to the world as the high point of the torch relay, the longest and mostchallengingof all time.
Five torchbearers(火炬手) finished the highest relay ever—three of the climbers are Tibetan athletes.
Team members said “Beijing welcomes you!” in Chinese, English and Tibetan, as they stood at the summit celebrating, with the event broadcast on national television.
“I finally fulfilled the last dream of my husband,” said Gyigyi with tears in her eyes. She was the first torchbearer. Her husband lost his life in an attempt to climb all 14 mountains in China more than 8,000 meters three years ago.
“We are on top of the world! One world, one dream,” shouted Nima Cering, at the top of his voice. He said that although he had climbed the peak（峰顶）several times, this was the most significant ascent(登高). “As a Tibetan and a Chinese I pray for the success of Beijing 2008,” he added.
The special torch is different from the one currently touring the Chinese mainland, after an around-the-world relay. Officials organizing the trek up the peak had earlier set an April 26 target to begin the ascent, but high winds and heavy snow had delayed the mission.
The Xinhua News Agency said that the Qomolangma leg of the torch relay represents the Olympic motto, “higher, faster and stronger,” in practice and will promote unity among all 56 ethnic groups in China.
【小题1】It was a historic moment because ______.

第三部分阅读理解 (共15小题；每小题2分，满分30分)
请认真阅读下列短文，从短文后各题所给的A、B、C、D四个选项中，选出最佳选项，并在答题卡上将该项涂黑。
A
Saving the Planet with Earth-Friendly Bamboo Products
Jackie Heinricher’s love affair with bamboo started in her backyard. “As a child, I remember playing among the golden bamboo my dad had planted, and when there was a slight wind, the bamboos sounded really musical.”
A fisheries biologist, Heinricher, 47, planned to work in the salmon industry in Seattle, where she lived with her husband, Guy Thornburgh, but she found it too competitive. Then her garden gave her the idea for a business: She’d planted 20 bamboo forests on their seven-acre farm. 
Heinricher started Boo-Shoot Gardens in 1998. She realized early on what is just now beginning to be known to the rest of the world. It can be used to make fishing poles, skateboards, buildings, furniture, floors, and even clothing. An added bonus: Bamboo absorbs four times as much carbon dioxide as a group of hardwood trees and releases 35 percent more oxygen.
First she had to find a way to mass-produce the plants—a tough task, since bamboo flowers create seed only once every 50 to 100 years. And dividing a bamboo plant frequently kills it.
Heinricher appealed to Randy Burr, a tissue culture expert, to help her. “People kept telling us we’d never figure it out,” says Heinricher. “Others had worked on it for 27 years! I believed in what we were doing, though, so I just kept going.”
She was right to feel a sense of urgency. Bamboo forests are being rapidly used up, and a United Nations report showed that even though bamboo is highly renewable, as many as half of the world’s species are threatened with dying out. Heinricher knew that bamboo could make a significant impact on carbon emissions (排放) and world economies, but only if huge numbers could be produced. And that’s just what she and Burr figured out after nine years of experiments—a way to grow millions of plants. By placing cuttings in test tubes with salts, vitamins, plant hormones, and seaweed gel, they got the plants to grow and then raised them in soil in greenhouses.
Not long after it, Burr’s lab hit financial difficulties. Heinricher had no experience running a tissue culture operation, but she wasn’t prepared to quit. So she bought the lab.
Today Heinricher heads up a profitable multimillion-dollar company, working on species from all over the world and selling them to wholesalers. “If you want to farm bamboo, it’s hard to do without the young plants, and that’s what we have,” she says proudly.
56. What was the main problem with planting bamboo widely?
A. They didn’t have enough young bamboo.
B. They were short of money and experience.
C. They didn’t have a big enough farm to do it.
D. They were not understood by other people.
57. What does Heinricher think of bamboo?
A. Renewable and acceptable                             B. Productive and flexible.
C. Useful and earth-friendly.                                 D. Strong and profitable.
58. The underlined word “renewable” in Paragraph 6 probably means “________”.
A. able to be replaced naturally                B. able to be raised difficultly
C. able to be shaped easily                    D. able to be recycled conveniently
59. What do you learn from the passage?
A. Heinricher’s love for bamboo led to her experiments in the lab.
B. Heinricher’s determination helped her to succeed in her work.
C. Heinricher struggled to prevent bamboo from disappearing.
D. Heinricher finally succeeded in realizing her childhood dream.