No one wants to look stupid or do the wrong thing at a new job. It is important to make the right impression from the very first day. You will face new people. You will be in a new place.

It may be difficult to know what to do. Here are five tips to help you make it through the first days at a new job:

1. First impressions can last forever. Make sure you make a good one. Before your first day, find out if your new job has a dress code (rules about what you can wear to work). If so, be sure to follow it. No matter what, always be neat and clean.

2. Get to work on time. Give yourself an extra(额外的)15 minutes to make sure you arrive on time.

3. Pay attention to introductions. One of the first things that your supervisor may do is to introduce you to co-workers(同事). These co-workers will be important to you. They are the ones who will answer your questions when the boss is not around.

4. Ask plenty of questions. Make sure that your supervisor has told you what is expected of you. If he or she has not told you your duties, ask for a list. Set daily and weekly goals for yourself.

5. Never be the first one to leave. Observe(观察) what your co-workers do around quitting time (下班时间). It does not look good for you to be eager to leave.

1. Before you arrive at work on the first day, you should __________.

A. dress in a right way

B. introduce yourself

C. know your duties

D. know your co-workers well

2. According to the passage, which of the following statements is TRUE?

A. You should be the first one to arrive at work.

B. You should ask your co-workers about your duties.

C. You should not be eager to go back home after work.

D. You are required to arrive 15 minutes earlier.

3. According to the passage, your supervisor is most likely your _____________.

A. visitor                             B. teacher          C. workmate               D. leader

4. What is the best title for this passage?

A. Getting a New Job.

B. Tips on How to Work.

C. The First-day Work.

D. The Importance of Co-workers.

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.

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.

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.

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.

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

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10. Who will be interested in this passage?

A. Doctors who treat diabetes.      B. People who like free books.

C. Patients with heart disease.       D. People who suffer diabetes and raise cholesterol.

11. What information will the booklet provide for its readers?

A. When to see a doctor. B. How to cure your diabetes.

C. How to know the level of your cholesterol.     D. How to get the free book.

12. The word ChoLESterol in the passage probably means

A. keeping cholesterol steady B. making cholesterol fall down

C. the level of cholesterol          D. curing your diabetes

13. The purpose of this advertisement is ________.

A. to help doctors get more patients  B. to help people with higher level of cholesterol

C. to obtain benefit from the booklet  D. to make the organization well known

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 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 bad to bosses.
According to the research, shoppers who bought clothing met 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 parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses 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 filling complaints to the boss, instead of complaining to the rest of the world. Bosses 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 sure 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. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store  B. won’t have trouble parking their cars
C. won’t have any worries about safety  D. can find their cars easily after shopping
4. 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.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic（外交）way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores

   No one wants to look silly or do the wrong thing at a new job. It is important to make the right impression from the very first day. You will face new people. You will be in a new place. It may be difficult to know what to do. Here are five tips to help you make it through the first days at a new job:

  First impressions can last forever: Make sure you make a good one. Before your first day, find out if your new job has a dress code. If so, be sure to follow it. No matter what, always be neat and clean.

  Get to work in time: Give yourself an extra 15 minutes to make sure you arrive on time.

  Pay attention to introductions: One of the first things that your supervisor may do is to introduce you to co-workers. These co-workers will be important to you. They are the ones who will answer your questions when the boss is not around.

  Ask plenty of questions: Make sure that your supervisor has told you what is expected of you. If he or she has not told you your duties, ask for a list. Set daily and weekly goals for yourself.

  Never be the first one to leave: Observe what your co-workers do around quitting time. It does not look good for you to be eager to leave.

1. Before you arrive at work, you should_________.

  A. introduce yourself        B. dress in a right way  

C. know your duties          D. know your co-workers well

2. According to the passage, which of the following statements is True?

  A. You should be the first one to arrive at work.

  B. You should ask your co-workers for your duties.

  C. You are required to arrive 15 minutes earlier.

  D. You should not be eager to go back home.

3. According to the passage, your supervisor is most likely your _____.

  A. leader           B. teacher          C. workmate        D. visitor

4. What is the best title for this passage?

  A. Getting a New Job.           B. Tips on How to Work.

  C. The First-Day Work.          D. The Importance of Co-workers.