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. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”

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 sales people.

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 to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.

“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filling 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.

1.Why are store managers often the last to hear complaints?

A. Most shoppers won’t complain even if they have had unhappy experiences.

B. It is difficult for customers to have easy access to store mangers.

C. Few customers believe the service will be improved after their complaints.

D. Shoppers would rather tell their unhappy experiences to people around them.

2.What does Paula Courtney imply by saying the underlined sentence in paragraph 2?

A. The same products can be bought in other retail stores.

B. It is not likely the shopper can find the same products in other stores.

C. New customers are sure to replace old ones.

D. Not complaining to the manager causes the shopper some trouble too.

3.What contributes most to smoothing over issues with customers?

A. Hiring of efficient employees.

B. Manners of the salespeople.

C. Huge supply of goods for sale.

D. Design of the store display.

4.To achieve better shopping experiences, customers are advised to ______.

A. voice their dissatisfaction to store managers directly

B. settle their disagreements with stores in a friendly way

C. put pressure on stores to improve their service

D. shop around and make comparisons between stores

Hospital emergency rooms treat injured fingers all the time. Without treatment，a bad cut can lead to permanent damage. But how should a person know when a bleeding cut is serious enough to require medical attention? We asked Dr. Martin Brown. Chairman of the department of emergency medicine at Inova Alexandria Hospital in Virginia.   
First，the medical term for a cut or tear in the skin is a laceration(严重划破，撕裂伤). Dr. Brown says the length is usually not as important as the depth. He says a long cut on a finger can likely be treated without a visit to a doctor if the wound is not very deep. “If you have a short but deep laceration where there’s been a structure underneath that's been damaged a tendon，a nerve，a blood vessel,”says Martin，“it may, in fact，need professional attention. ”
Some injuries —like a fingertip that gets cut off might even require surgery to repair. That requires a specialist to either file(锉平) down the bone or reattach the fingertip. More often，filing down the bone is what is done because reattaching a fingertip is often not successful.
How a wound bleeds can be a sign of how serious it is. Minor cuts usually produce what is known as venous(静脉)bleeding. This means the blood flows steadily from the injury. The bleeding will often stop when pressure is put on the wound. Dr. Brown says in most cases holding direct pressure with clean gauze or a cloth for four to five minutes should stop the bleeding. With a cut finger, holding the hand above the heart can reduce the loss of blood. But if a cut appears to be pumping blood out with some force，this may be a sign of arterial(动脉)bleeding. This kind of injury should be treated by a medical professional as soon as possible.
Even a cut that does not require medical attention must be kept clean to prevent infection. Small cuts should be cleaned gently with clean water. Use a washcloth to clean the area if the wound is dirty. Dr Brown says cuts should be covered with a clean, dry bandage. 
【小题1】 What does the writer want to tell the readers in the first paragraph? 

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.

1.Why are store managers often the last to hear complaints?

A. Few customers believe the service will be improved.

B. Customers would rather relate their unhappy experiences to people around them.

C. Customers have no easy access to store managers.

D. Most customers won’t bother to complain even if they have had unhappy experiences.

2.Shop owners often hire moonlighting police as parking attendants so that shoppers         .

    A. can find their cars easily after shopping                      B. won’t have trouble parking their cars

    C. can stay longer browsing in the store D. won’t have any worries about security

3.What contributes most to smoothing over issues with customers?

    A. Design of the store layout.              B. Hiring of efficient employees.

C. Manners of the salespeople.                  D. Huge supply of goods for sale.

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

A. voice their dissatisfaction to store managers directly            

B. shop around and make comparisons between stores

C. settle their disputes with stores in a diplomatic way

D. put pressure on stores to improve their service

American researchers found females are the more talkative sex because of a special “language protein(蛋白质)” in the brain.
The study, conducted by neuroscientists （神经学家）and psychologist from the University of Maryland, concluded that women talked more because they had more of the Foxp2 protein. The research, published in the Journal of Neuroscience, found that higher levels were found among humans that were women but in rats that were males. Their findings came after it was previously claimed that ladies speak about 20,000 words a day – over 13,000 more than men. "This study is one of the first to report a sex difference in the expression of a language-associated protein in humans or animals,” said Prof Margaret McCarthy, who led the study. In their study, the researchers attempted to determine what might make male rats more vocal than their female friends.
They separated four-day-old rats from their mothers and then counted the number of times they cried out in the “ultrasonic range”, the frequencies higher than humans can hear, over five minutes. While both sexes called out hundreds of cries, the males called out twice as often, they found. But when the pups were returned to their mother’s cage, she fussed over her sons first. Tests conducted on the parts of the brain known to be associated with vocalcalls showed the male pups have up to twice as much Foxp2 protein as the females. The researchers then increased the production in the brains of female pups and reduced it in males. This led to the female rats crying out more often and their mothers showing more interest to them. In contrast, males became less “talkative”.
The researchers then tested samples from ten children, aged between three and five, which showed that females had up to 30 per cent more of the Foxp2 protein than males, in a brain area key to language in humans.
“Based on our observations, we assume higher levels of Foxp2 in girls and higher levels of Foxp2 in male rats is an indication that Foxp2 protein levels are associated with the more communicative sex,” said Prof McCarthy.
"Our results imply Foxp2 as a component of the neurobiological basis of sex differences in vocal communication in mammals."
【小题1】From the second paragraph, we can learn that ________.

D
The thing is, my luck’s always been ruined. Just look at my name: Jean. Not Jean Marie, or Jeanine, or Jeanette, or even Jeanne. Just Jean. Did you know in France, they name boys Jean? It’s French for John. And okay, I don’t live in France. But still, I’m basically a girl named John. If I lived in France, anyway.
This is the kind of luck I’ve had since before Mom even filled out my birth certificate. So it wasn’t any big surprise to me when the cab driver didn’t help me with my suitcase. I’d already had to tolerate arriving at the airport to find no one there to greet me, and then got no answer to my many phone calls, asking where my aunt and uncle were. Did they not want me after all? Had they changed their minds? Had they heard about my bad luck—all the way from Iowa—and decided they didn’t want any of it to rub off on them?
So when the cab driver, instead of getting out and helping me with my bags, just pushed a little button so that the trunk (汽车后备箱) popped open a few inches, it wasn’t the worst thing that had ever happened to me. It wasn’t even the worst thing that had happened to me that day.
According to my mom, most brownstones in New York City were originally single-family homes when they were built way back in the 1800s. But now they’ve been divided up into apartments, so that there’s one—or sometimes even two or more families—per floor.
Not Mom’s sister Evelyn’s brownstone, though. Aunt Evelyn and Uncle Ted Gardiner own all four floors of their brownstone. That’s practically one floor per person, since Aunt Evelyn and Uncle Ted only have three kids, my cousins Tory, Teddy, and Alice.
Back home, we just have two floors, but there are seven people living on them. And only one bathroom. Not that I’m complaining. Still, ever since my sister Courtney discovered blow-outs, it’s been pretty frightful at home.
But as tall as my aunt and uncle’s house was, it was really narrow—just three windows across. Still, it was a very pretty townhouse, painted gray. The door was a bright, cheerful yellow. There were yellow flower boxes along the base of each window, flower boxes from which bright red—and obviously newly planted, since it was only the middle of April, and not quite warm enough for them.
It was nice to know that, even in a sophisticated (世故的) city like New York, people still realized how homey and welcoming a box of flowers could be. The sight of those flowers cheered me up a little.
Like maybe Aunt Evelyn and Uncle Ted just forgot I was arriving today, and hadn’t deliberately failed to meet me at the airport because they’d changed their minds about letting me come to stay.
Like everything was going to be all right, after all.
Yeah. With my luck, probably not.
I started up the steps to the front door of 326 East Sixty-Ninth Street, then realized I couldn’t make it with both bags and my violin. Leaving one bag on the sidewalk, I dragged the other up the steps with me. Maybe I took the steps a little too fast, since I nearly tripped and fell flat on my face on the sidewalk. I managed to catch myself at the last moment by grabbing some of the fence the gardeners had put up…
67. Why did the author go to New York?
A. She intended to go sightseeing there.
B. She meant to stay with her aunt’s family.
C. She was homeless and adopted by her aunt.
D. She wanted to try her luck and find a job there.
68. According to the author, some facts account for her bad luck EXCEPT that ________.
A. she was given a boy’s name in French
B. the cab driver didn’t help her with her bags
C. her sister Courtney discovered blow-outs  
D. nobody had come to meet her at the airport
69. The underlined phrase “rub off on” in Paragraph 3 probably means _________.
A. have an effect on    B. play tricks on     C. put pressure on      D. throw doubt on
70. From the passage, we can know that _________.
A. the author left home without informing her mother
B. the author arrived in New York in a very warm season
C. her aunt’s family lived a much better life than her own
D. her aunt and uncle were likely to forget about her arrival