题目内容

    The weather affects how people dress．In Hawaii(夏威夷) the weather is warm all the year round．People are able to wear light, cool clothing all the seasons of the year．Sometimes people may need a sweater or jacket．However, in Hawaii you do not need to wear winter clothes like overcoats, hats, gloves (a covering for the hand), or boots．Think how much money you could save if you did not have to buy winter clothes!

    The lifestyle of a place also affects the way people dress．The lifestyle in Hawaii is mostly casual(that is not for a special, important time)．The way people dress is also mostly casual．In public places such as shopping centers, and even downtown( the center of a town or city), you can find many people dressed in short pants and T- shirts．They may have only slippers on their feet．Students at the University of Hawaii dress this way too． Many children go to school without shoes and stockings on．Of course, on the beaches(the shore of a lake, sea, etc．) everyone wears swimming suits.

    However, not everyone dresses so casually all the time．Working people wear clothes which fit the kind of work that they do．Throughout the state, there is a tradition(something that has been done in a certain way for a long time)called “Aloha (阿洛哈) Friday.” On Fridays many people wear casual, Hawaiian clothing to work．The men may wear aloha shirts and slacks (便裤)．Aloha shirts are bright - colored Hawaiian print shirts．The women often wear long, colorful dresses called “ muumuus” ．This aloha clothing is very popular in Hawaii．You can wear an aloha shirt of a muumuu almost anywhere in Hawaii．You will be nicely dressed and cool and comfortable at the same time.

1．The passage mainly talks about ________ in Hawaii.

A．the weather

B．the lifestyle

C．the way people dress

D．Aloha Friday

2．People in Hawaii don’t need winter clothes because ________.

A．they don’t like winter clothes

B．they like comfortable clothes

C．they don’t have winter clothes

D．the weather is warm

3．“Muumuus” in the passage refers to ________.

A．dresses

B．whispers

C．bright colors

D．shirts

4．“ Not everyone dresses so casually all the time．” Means ________ .

A．Some people dress so informally (不拘礼地) all the time but some don’t

B．Nobody dresses so carelessly all the time

C．Not all the people have clothes on all along

D．The way people dress mostly careless

5．Which is not true?

A．We can find many people wearing short pants and T- shirts in public.

B．People usually go to work in casual, Hawaiian clothing.

C．Many students at the University of Hawaii go to school without shoes and stockings on.

D．On “Aloha Fridays” many people wear casual, Hawaiian clothing to work．

 

答案：C;D;A;A;B
提示：

1.       本文主要讲了气候、生活方式、工作性质等对服饰的影响

2.       见原文第二句In Hawaii the weather is warm all the year round．

3.       根据：The women often wear long, colorful dresses called “ muumuus” ．

4.       并不是所有的人都时刻穿着随意的

5.       根据最后一段一二句判断

 


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　　In the more and more competitive service industry it is no longer enugh pro? Customer satisfaction．Today, customer：”delight”is what companies are trying to achieve in order to keep and increase market share．

　　It is accepted in the marketing industry, and confirmed by a number of reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated complaints are handled fairly will stay loyal．

　　New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet．For example, many companies now have to invest(投资)a lot of money in information technology and sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

　　“Many people do not like talking to machines,”days Dr, Storey, senior lecturer in Marketing at City University Business School．”Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with then, The aim is to make the customer feel they know you and that you can trust them-the sort of comfortable feelings people have during face-to-face chats with their local branch manager．”

　　Recommended ways of creating customer delight include：under-promising and over-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(购物礼券)as an unexpected “thank you”

　　Reg? Customers; and always returning calls, even when they are compants．

　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

　　For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times．They are trained to answer quickly,? their name, job title and a “we are here to help”attitude．The company has invested heavily in information technology to make sure that information is available instantly on screen．

　　British Airways also says its customer care policies are applied within the company and staff are? each other as customers requiring the highest standards of service．

　　Customer care is obiously here to stay and it would be a foolish company that used slpgznd? as we do as we please”．On the other hand, the more customers are promised, the greater the risk of disappointment．

(1)

We can learn from Paragraph 2that ________．

[　　]

A．

complaining customers are hard to satisfy

B．

unsatisfied customers receive better service

C．

satisfied customers catch more attention

D．

well-treated customers promote business

(2)

The writer mentions”phone rage”(Paragraph 3)to show that ________．

[　　]

A．

customers often use phones to express their anger

B．

people still prefer to buy goods online

C．

customer care becomes more demanding

D．

customers rely on their phones to obtain services

(3)

What does the writer recommend to create customer delight?

[　　]

A．

Calling customers regular

B．

Gibing a “thank you “note．

C．

Delivering a quicker service．

D．

Promising more gifts．

(4)

If a manager shoud show his empathy(Paragraph 6), what would be probably say?

[　　]

A．

”I know how upset you must be．”

B．

”I appreciate your understandig．”

C．

”I'm sorry for the delay．”

D．

”I know it's our fault．”

(5)

Customer delight is important for airlines because ________．

[　　]

A．

their telephone style remains unchanged

B．

they are more likely to meet with complaints

C．

the services cost them a lot of money

D．

the policies can be a?

(6)

Which of the following is conveyed in this article?

[　　]

A．

Face-to-face service creates comfortable feelings among customers．

B．

Companies that promise more will naturally attract more cuatomer．

C．

A company should promise less but do more in a competitive market．

D．

Customer delingt is more important for air lines then for banks．

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