66. 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.

65. What does Cartmill say about regular check-ups for men?

　 A. They may increase public expenses

　 B. They will save money in the long run

　 C. They may cause psychological pressure on men

D. They will enable men to live as long as women

　　　　　　　　　　　　　 N

　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.

64. What does Dr. Ross Cartmill mean by “the ostrich approach”(line 9 para.9)?

　 A. a casual attitude towards one’s health conditions

　 B. a new cure for certain psychological problems

　 C. refusal to get medical treatment for fear of the pain involved

　 D. unwillingness to find out about one’s disease because of fear

63. Which of the following best completes the sentence “if it could happen to him,”(line2,para,8)?

　 A. it could happen to me, too　 　B. I should avoid playing golf

　 C. I should consider myself lucky　 　D. it would be a big misfortune

62.What does the author state is the most important reason men die five years earlier on average than women?

　 A. men drink and smoke much more than women

　 B. men don’t seek medical care as often as women

　 C. men aren’t as cautions as women in face of danger

　 D. men are more likely to suffer from fatal diseases

61.Why does the author congratulate his male readers at the beginning of the passage?

　 A. They are more likely to survive serious diseases today.

　 B. Their average life span has been considerably extended.

　 C. They have lived long enough to read this article.

　 D. They are sure to enjoy a longer and happier live.

60. When someone offered me more coffee and I said “Thank you” in French, I ______.

　 A didn’t really want any more coffee　　　 B. wanted them to take the coffee pot away

　 C. really wanted some more coffee　　　　 D. wanted to express my politeness

M

If you are a male and you are reading this ,congratulations: you are a survivor. According to statistics, you are more than twice as likely to die of skin cancer than a woman ,and nine times more likely to die of AIDS. Assuming you make it to the end of your natural term, about 78 years for men in Australia, you will die on average five years before a woman.

　There are many reasons for this-typically, men take more risks than woman and are more likely to drink and smoke but perhaps more importantly, men don’t go to the doctor. “Men aren’t seeing doctors as often as they should, ” says Dr. Gullotta, “This is particularly so for the over-40s,when diseases tend to strike.” Gullotta says a healthy man should visit the doctor every year or two. For those over 45,it should be at least once a year. Two months ago Gullotta saw a 50-year-old man who had delayed doing anything about his smoker’s cough for a year. “When I finally saw him it had already spread and he has since died from lung cancer” he says, “Earlier detection and treatment may not have cured him, but it would have prolonged this life”

According to a recent survey, 95%of women aged between 15 and early 40s see a doctor once a year, compared to 70% of men in the same age group. “A lot of men think they are invincible (不可战胜的)” Gullotta says “They only come in when a friend drops dead on the golf course and they think “ if it could happen to him. Then there is the ostrich approach,” some men are scared of what might be there and would rather not know, ” says Dr. Ross Cartmill.

“Most men get their cars serviced more regularly than they service their bodies,” Cartmill says. He believes most diseases that commonly affect men could be addressed by preventive check-ups

Regular check-ups for men would take time and money of the public, Cartmill says.” But prevention is cheaper in the long run than having to treat the diseases. Besides, the ultimate cost is far greater: it is called death.”

59. If you see a road sign that says ‘Diversion’, you will ______.

　 A. fall into a hole

　 B. have a lot of fun and enjoy yourself

　 C. find that the road is blocked by crowds of people

　 D. have to take a different road

58. “NO VACANCIES” in English means ______.

　 A. no free rooms　　　　 B. free rooms　　　 C. not away on holiday　　 D. holidays

57. I suggested that they stay at bed and breakfast houses because ______.

　 A. they would be able to practise their English

　 B. it would be much cheaper than staying in hotels

　 C. it would be convenient for them to have dinner

　 D. there would be no problem about finding accommodation there