摘要:D When a customer finds that what she or he bought is faulty or in some other way does not line up to what the producer promises, the first step is to give the warranty , or any other records which might help, to the store where he or she bought the thing. In most cases, this action will produce results. However, if it does not, there are various methods the customer may use to satisfaction. A simple and common method used by many customers is to complain directly to the store manager. In general, the “the higher up the customer takes his or her complaint, the faster he or she can expect it to be settled. In such a case, it is usually settled in customer’s favor, thinking what he or she complains is just. Customers should complain in person whenever possible, but if they cannot get to the store, it is acceptable to phone or write the complaint in a letter. Complaining is usually most effective when it is done politely but firmly, and especially when the customer can show what is wrong with the thing he or she bought in question. If this cannot be done, the customer will succeed best by giving clear information as to what is wrong, rather than by general statement. For example, “The left speaker does not work at all and the sound coming out of the right one is unclear. is better than “This stereo does not work. The store manager may advise the customer to write to the producer. If so, the customer should do this, expressing the complaint as politely and firmly as possible. If a police complaint does not achieve the desired result, the customer can go a step farther. She or he can threaten to take the seller to court or report the seller to a private or public organization in charge of protecting customers’ rights. 68. When a customer finds that what he or she bought has a fault in it, the first thing he or she should do is to . complain personally to the manager B. threaten to make the mater to court C. write a firm letter of complaint to the store D. offer some written proof of what he or she bought to the store 69. If a customer wants a quick settlement of his or her problem, it’s better to complain to . A. the store manager B. a shop assistant C. the producer D. a public organization 70. The most effective complaint can be made by . showing the faulty thing to the producer B. explaining exactly what is wrong with the thing C.saying firmly that the thing is of poor quality D. asking politely to change the thing 71. The underlined phrase “line up to in the first paragraph means . A. meet the standard of B. realize the purpose of C. complete the demands of D. keep the promise of

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The Quiet Hero 沉默的英雄

    It was Mother’s Day, the day we celebrate everything mothers are and everything we do. But I’ll   1    that Sunday in 2000 was bittersweet for me. As a single mother I   2    to think of my shortcomings — how many evenings I couldn’t spend with my children, and how many things I couldn’t   3    my waitress’ salary to buy.

    But what   4    kids I had! My daughter Maria was a senior in college, and Denny was home visiting from his freshman year at Harvard University. They were   5    impolite enough to complain, but there was so much more I   6    I had done for them. I just hoped they   ___7  .

As I walked into the   8    quietly to start breakfast, I was greeted by a vase   9    a dozen red roses! When had Denny possibly slipped down to leave them? But even their delicate beauty was overshadowed by the note sitting beside them, in the quick, manly   10    of an eighteen-year-old. It was about a story that happened between Denny and me long ago. It   11  :

She took a day off from her busy   12    to take the boy to see his hero in the flesh at the stadium. It took 3.5 hours just to get there, and they had to be there early   13    he could see his hero take batting practice.   14    their arrival, she took her hard-earned money to buy an overpriced T-shirt on which was   15    his hero making a diving catch. After the game, of course he had to   16    his hero’s signature, so she stayed with the little boy    17    one in the morning…

   It took me long enough to   18    it, but I finally know who the   19    hero is. Mom, I love you!

   And suddenly, it was a   20    Mother’s Day, after all.

A. admit                 B. adopt                    C. deny                    D. refuse

A. intended              B. liked                     C. tended                     D. hesitated

A. stress                  B. spare                     C. strengthen             D. spend

A. poor            B. great                     C. faithless                   D. pretty

A. merely               B. usually                  C. never                       D. often

A. wished               B. hoped                C. expected                  D. desired

A. supported            B. understood             C. approved                 D. disgusted

A. 1iving-room          B. kitchen                  C. bed loom                 D. study

A. including            B. containing             C. possessing             D. pinning

A. handwriting      B. description             C. tone                        D. scratch

A. wrote                B. recorded                C. memorized              D. read

A. event         B. content             C. schedule                  D. circumstance

A. or                    B. for                        C. but                          D. so

A. At                    B. In                         C. On                          D. By

A. impressed         B. printed                      C. presented                 D. pressed

A. buy                  B. abandon                C. get                          D. swap

A. before              B. until                     C. after                        D. when

A. see                   B. hear                      C. realize                     D. tell

A. actual               B. true                      C. imaginary             D. visual

A. sad            B. bitter                    C. happy                      D. exciting

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On receiving my learner driver license a couple of months ago, I started driving lessons straight away. In New Zealand, the __33__ driving age is 15.

   However it wasn't __34__ two days ago that Dad finally allowed me to drive on the motorway. Our __35__ was Orewa, a seaside town about 60 kilometers away from my home in Auckland. That morning I __36__ sure I had enough to drink and went to the toilet (厕所) about three times __37__ we left. I thought I was totally __38__ for the journey, but nothing could have prepared me for my family's __39__. "Relax! Don't hold the steering wheel (方向盘) so __40__. The car is going zigzag (弯弯曲曲的)," called a nervous voice from the __41__. "Speed up. 70km/h isn't fast enough. You are holding up the traffic," another voice ordered from the seat next to mine.

  How __42__ ! My parents were really starting to get on my nerves. To satisfy them I sped up and within a second, an angry voice began to yell again. "Stop! __43__! Are you crazy? ” Everything did not go fine until I pulled off the motorway and drove into the city, __44__ the speed limit was only 50km/h.

  My family seemed relieved (放心的) and __45__ telling me what to do. They all looked out of the windows and enjoyed the scenery .  __46__, that silence didn't last very long. My mum suddenly cried out, "Look at those birds above us. __47__ they lovely?"

  How did she expect me to look up in the __49__? As the driver I had to __48__ . Who knows what would have happened if I had taken my eyes off the __50__? Four hours later we drove home. This time the journey was much __51__ than before as everyone else __52__ fast asleep. So, I just took my time and enjoyed the drive.

A. oldest                           B. youngest                  C. best                  D. worst

A. until                          B. unless                      C. after                 D. when

A. destination                    B. home                       C. city                   D. aim

A. thought                        B. decided                    C. kept                  D. made

A. when                            B. since                        C. before               D. as

A. disappointed                 B. prepared                   C. excited              D. upset

A. praises                          B. encouragements        C. complaints         D. cries

A. tightly                          B. lightly                      C. loosely             D. happily

A. front sear                   B. back seat                  C. top seat          D. empty seat

A. interesting                    B. moving                    C. puzzling         D. annoying

A. Get out                         B. Move on                  C. Slow down     D. Speed up

A. where                           B. while                       C. which               D. why

A. began                          B. stopped                    C. continued          D. forgot

A. Luckily                        B. Probably                  C. Warmly             D. Sadly

A. Can’t                           B. Don’t                       C. Aren’t               D. Won’t

A. air                               B. water                       C. ground              D. woods

A. see                               B. concentrate               C. check                D. care

A. bird                          B. dog                          C. road                  D. car

A. easier                           B. flatter                      C. harder               D. lower

A. felt                              B. began                       C. fell                   D. kept

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阅读下面短文,掌握其大意, 然后从各题所给的四个选项中,选出最佳选项。

In 1883, a creative engineer, John Roebling, was inspired to build a splendid bridge connecting New York with Long Island. However, experts throughout the world thought that this was  16 . Even so, Roebling could not  17  the idea in his mind. After much discussion, he  18   convince his son Washington, an up-and-coming engineer, that the bridge in fact could be built. They hired their  19  and began to build their dream bridge.

Only a few months  20  the project was underway a tragic on-site accident killed John Roebling and  21  injured his son, leaving him brain-damaged and unable to move or  22 . Surely now the project would have to be  23 . Though Washington Roebling lay in his hospital bed, he was not  24  and his mind remained as  25  as it was before the accident. Suddenly an idea  26  him. All he could move was one finger, so he  27  the arm of his wife with that finger,  28  to her that he wanted her to call the engineers again. Then he used the same method of tapping her arm to tell the engineers what to do. For 13 years Washington tapped out his  29  with one finger until the bridge was  30  completed.

Perhaps this is one of the best examples of never-say-die attitude that  31  a terrible physical disability and achieves an impossible  32 . Often when we face difficulties in our daily lives, our problems seem very small  33  what many others have to face. The Brooklyn Bridge shows us that even the most  34  dream can be realized with  35  no matter what the chances are.

A. impossible          B. unnecessary    C. hard               D. excellent

A. recognize              B. accept              C. ignore             D. believe 

A. attempted to       B. sought to          C. failed to           D. managed to 

A. family              B. crew                C. class                D. team          

A. since                    B. before             C. after               D. when   

A. severely             B. slightly             C. poorly             D. hardly

A. work                   B. say                  C. eat                  D. talk 

A. continued              B. abandoned               C. interrupted       D. accomplished  

A. defeated               B. hurt                 C. frightened        D. destroyed  

A. sharp                   B. broad              C. noble               D. advanced        

A. beat                B. occurred          C. happened                D. hit  

A. waved                  B. felt                  C. touched          D. held 

A. appealing              B. speaking          C. indicating        D. advising

A. orders               B. instructions      C. suggestions      D. movements

A. quickly               B. partly              C. eventually         D. slowly  

A. overcomes       B. acquires           C. fights                D. removes

A. award              B. fortune       C. status                D. goal  

A. combined with      B. separated from C. compared to      D. concerned about 

A. primary           B. distant          C. lifelong       D. good     

A. determination      B. knowledge      C. confidence      D. strength

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                                                                                     My friend Michelle is blind, but you’d never know it. She makes such good use of her other 36, including her “sixth sense”, 37 she rarely gives the impression she’s missed anything.

Michelle looks after her children pretty much like the rest of us, 38 that she doesn’t push too hard on them, 39 really benefit a lot from her relaxed attitude. She knows when to clean the house, she moves around so fast that often the 40 don’t realize she’s blind.

I 41 this the first time after my six-year-old daughter, Kayla, went to play there. When Kayla came home, she was very 42 about her day. She told me they had baked cookies, played games and done art projects. But she was 43 excited about her finger-painting project.

“Mom, guess what?” said Kayla, all smiles. “I learned how to 44 colors today! Blue and red make purple, and yellow and blue make green! And Michelle 45 with us.”

To my great 46, my child had learnt about color from a blind friend!

Then Kayla continued, “Michelle told me my 47 showed joy, pride and a sense of accomplishment. She really 48 what I was doing!” Kayla said she had never felt how good finger paints felt 49 Michelle showed her how to paint without looking at her paper.

I realized Kayla didn’t know that Michelle was blind. It had just never 50 in conversation.

When I told her, she was 51 for a moment. At first, she didn’t believe me. “But Mommy, Michelle knew exactly what was in my picture!” Kayla 52. And I knew my child was 53 because Michelle had listened to Kayla describe her artwork. Michelle had also heard Kayla’s 54 in her work.

We were silent for a minute. Then Kayla said slowly, “You know, Mommy, Michelle really did ‘see’ my picture. She just used my 55. ” Indeed, she uses a special type of “vision” that all mothers have.

A. ways          B. means               C. methods        D. senses

A. which         B. when                C. that            D. as

A. and           B. except               C. even           D. but

A. who          B. that                  C. she            D. which

A. guests         B. family               C. children        D. friends

A. realized       B. heard                 C. recognized      D. witnessed

A. excited        B. sad                  C. satisfied        D. enjoyed

A. especially      B. not so               C. a little          D. not at all

A. paint          B. draw                C. create          D. mix

A. stayed         B. painted              C. talked          D. played

A. excitement     B. encouragement        C. delight         D. surprise

A. attitude        B. color                C. picture         D. paper

A. touched        B. distinguished         C. saw            D. understood

A. after           B. before              C. until            D. when

A. referred to      B. turned out           C. come up         D. talked about

A. curious        B. quiet                C. puzzled         D. worried

A. cried          B. insisted              C. complained      D. informed

A. right          B. wrong               C. worried         D. uncertain

A. shortcomings    B. difficulties          C. pride            D. description

A. paper          B. pens               C. hands            D. eyes

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完形填空(共20小题;每小题1.5分,满分30分)

阅读下面短文,从短文后各题所给的四个选项(A,B,C,D)中,选出可以填入空白处的最佳选项,并在答题卡上将该项涂黑。

  Summer is the best time on the Island of the Blue Dolphins (海豚). The sun is warm then and the winds blow out of the west,   16   out of the south.

    It was   17   these days that the ship might return and now I   18  most of my time on the rock,   19   out from the headland(水中凸起的陆地) into the east, towards the country   20   my people had gone, across the   21   that was never-ending.

    Once   22   I watched, I saw a small object which I took to be the ship, but a stream of water   23   from it and I knew that it was whale (鲸鱼)spouting (喷水). During those summer days I saw nothing   24  .

    The first storm of winter   25   my hopes. If the white men's ship were   26      for me it would have come during the time of good   27  . Now I would have to wait   28   winter was gone, maybe longer.

The thought of being   29   on the island while so many suns rose   30   the sea and went   31  back into the sea   32   my heart with loneliness. I had not felt so   33  before because I was sure   34   the ship would return as Matasaip had said   35   would. Now my hopes were dead.

A. totally           B. already          C. entirely      D. sometimes

A. during           B. for              C. after         D. between

A. spent            B. shared           C. paid          D. devoted

A. look             B. to look           C. looking       D. looked

A. when            B. where            C. which         D. until

A. island            B. sea              C. lake          D. ocean

A. since             B. though           C. while         D. till

A. rose              B. raised           C. grew          D. set

A. different          B. ordinary          C. else           D. valuable

A. encouraged        B. ended            C. spared        D. limited

A. leading           B. moving           C. coming        D. following

A. weather           B. pattern           C. rain           D. fog

A. after              B. as               C. until          D. while

A. quiet              B. alone             C. calm          D. alive

A. of                B. in               C. to            D. from

A. rapidly            B. quickly           C. slowly         D. fully

A. pumped          B. set               C. filled          D. full

A. lonely            B. strict             C. boring         D. empty

A. whether           B. and              C. that           D. when

A. it                B. he               C. that            D. this

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