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,选出可以填入空白的最佳答案。

Listening is powerful medicine.

This is a very good lesson that no one can imagine it takes a(n)    16   about 18 seconds to    17     a patient, which is her unforgettable experience for all her life.

It was Sunday. I had one last patient to see. I    18    her room in a hurry and stood at the doorway. She was an older woman, sitting at the edge of the bed,    19    to put socks on her swollen feet. I stepped in, spoke quickly to the nurse,    20   her chart, noting she was in stable   21      . I was almost in the clear.

I stood against the bed looking down at her. She asked if I could help put on her socks.   22     , I started a conversation like this: "How are you feeling? Your sugars and blood pressure were high, but they're better today. The nurse   23   you're anxious to see your   24   who's visiting you today. It's nice to have family visit from far away. I bet you really   25      forward to seeing him."

She    26   me with a serious and firm voice. "Stop talking!Sit down, doctor. This is my story, not your story."

I was surprised and   27   . I sat down quietly. I helped her with the socks. She began to tell me that her only son lived around the corner from her, but she had not seen him within five years. She believed that the stress of this   28   greatly to her health problems. After hearing her story and putting on her socks, I asked if there was anything else I could do for her. She shook her head “No” and smiled. All she wanted me to do was to    29   .

Each   30    is different. Some are detailed; others are unclear. Some have a beginning, middle and end. Others wander   31   a clear conclusion. Some are true; others are completely not.    32   what really matters to the storyteller is that the story should be    33   --- without interruption or   34   .

Listening to someone's story is a key to healing. After that I often thought of what that woman taught me, and I often   35   myself of the importance of stopping, sitting down,opening up my ears and truly listening.

A. physicist      B. physician            C. nurse            D. dentist

A. understand         B. recognize            C. interrupt        D. know

A. entered        B. passed           C. left             D. approached

A. continuing     B. learning             C. pretending       D. struggling

A. tested         B. checked          C. designed         D. looked

A. level          B. condition            C. position         D. period

A. So             B. Otherwise            C. Instead      D. Moreover

A. told          B. showed           C. mentioned        D. announced

A. son            B. husband          C. brother      D. nephew

A. look           B. wished           C. hoped            D. wanted

A. bothered       B. influenced           C. stopped      D. puzzled

A. disappointed   B. bored               C. excited      D. embarrassed

A. attached        B. contributed      C. devoted      D. owed

A. sit             B. wait                 C. listen           D. comfort

A. feeling             B. case                 C. life             D. story

A. without        B. to               C. for          D. at

A. And            B. Yet              C. So           D. Then

A. read           B. written          C. repeated         D. heard

A. judgment        B. curiosity            C. encouragement    D. attraction

A. convinced      B. informed             C. reminded         D. warned

Laptop computers are popular all over the world. People use them on trains and airplanes, in airports and hotels. These laptops connect people to their workplace. In the United States today, laptops also connect students to their classrooms.

Westlake College in Virginia will start a laptop computer program that allows students to do schoolwork anywhere they want. Within five years, each of the 1,500 students at the college will receive a laptop. The laptops are part of a $10 million computer program at Westlake, a 110-year-old college. The students with laptops will also be able to use the Internet. In addition, they will be able to use e-mails to “speak” with their teachers, classmates, and families. However, the most important part of the laptop program is that students will be able to use computers without going to computer labs. They can work with it at home, in a fast-food restaurant or under the trees—anywhere at all!

Because of the many changes in computer technology, laptops used in higher education, such as colleges and universities, are workable. As laptops become more powerful, they become more similar to desktop computers. In addition, the laptops can connect students to not only the Internet, but also libraries and other resources. State higher-education officials are studying how laptops can help students. State officials are also testing laptop programs at other universities, too.

At Westlake College, more than 80 percent of the staff use computers. The laptops will allow all teachers to use computers in their lessons. As one Westlake teacher said, “Here we are in the middle of Virginia and we’re giving students a window on the world. They can see everything and do everything.”

The main purpose of the laptop program is to give each student a laptop to ________.

A. connect them to the Internet                 B. use for their schoolwork

C. work at home                             D. connect them to libraries

The underlined word “speak” in the 2nd paragraph is in quotation marks(引号) because ________.

A. they don’t really talk                      B. they use the computer language

C. laptops have speakers                    D. laptops can be used to speak with others

Which of the following is True about Westlake College?

A. All teachers use computers.              B.1, 500 students have laptops.

C. Students there can do everything.            D. It is an old college in America.

The underlined “a window on the world” in the last paragraph means that students can ________.

A. attend lectures on information technology    B. travel around the world

C. get information from around the world        D. have free laptops

What can we infer from the text?

A. The program is successful.                   B. The program is not workable.

C. The program is too expensive.                D. The program isn’t accepted by teachers.

Several weeks ago, my friend advised us to sell some of our things which we will not use any more. I thought it was a good chance to  46  my 7-year-old son’s room and  47  some toys that were no longer suitable for him to play with. We  48  that all the money we got from selling the toys would be his money.
The night before the  49 , we loaded up the truck with toys and a little bike that was too  50  for him. In the yard he  51  the bike for the last time and then happily put it onto the truck. This little bike had at least two previous owners as far as we  52  . It wasn’t in the best  53  and was certainly not new, but the tires were  54  good.
We put a price of $10 on it, but it didn’t sell. So, after the sale was  55  , my friend put it on the sidewalk with a sign that  56  “FREE BIKE”. Within five minutes her doorbell rang. A little boy was   57  there. In poor English he asked whether the bike was  58  free. She said yes and that he could have it for  59  . He smiled, got on the bike and rode away.
Later that evening when I told my son how much money he had made at the sale, he was very  60  , shouting happily. He asked about a few of his things, wondering  61  they had been sold. When he asked about the bike, I told him about the little boy and that made him  62  . He was much happier than when I told him how much he had  63  . He was so happy to  64  that someone else would make good  65  of that little bike!

【小题1】
A.cleanB.checkC.displayD.design
【小题2】
A.look forB.go throughC.show offD.deal with
【小题3】
A.refusedB.agreedC.wroteD.lied
【小题4】
A.tripB.showC.saleD.decision
【小题5】
A.weakB.smallC.newD.thin
【小题6】
A.rodeB.foundC.watchedD.felt
【小题7】
A.doubtedB.knewC.toldD.thought
【小题8】
A.timeB.chanceC.placeD.shape
【小题9】
A.alsoB.neverC.stillD.hardly
【小题10】
A.aheadB.onC.nearD.over
【小题11】
A.saidB.repeatedC.copiedD.expressed
【小题12】
A.jumpingB.standingC.walkingD.shouting
【小题13】
A.barelyB.usuallyC.reallyD.always
【小题14】
A.somethingB.anythingC.everythingD.nothing
【小题15】
A.calmB.scaredC.excitedD.disappointed
【小题16】
A.whenB.ifC.whyD.how
【小题17】
A.smileB.worryC.leaveD.cry
【小题18】
A.enjoyedB.lostC.boughtD.made
【小题19】
A.hearB.understandC.rememberD.think
【小题20】
A.interestB.moneyC.useD.price

In the more and more competitive service industry , it is no longer enough to promise 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 researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their 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 staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines ,”says 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 them .The aim is to make the customer feel they know you and that you can trust— 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-delivering  (saying that a repair will be carried out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regular customers ;and always returning calls ,even when they are complaints.
Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”) , and possible solutions (replacement , compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather , unclaimed luggage and technical problems .
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 , with 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 taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other hand , the more customers are promised, the greater the risk of  disappointment.
【小题1】We can learn from Paragraph 2 that       .

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
【小题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
【小题3】If a manager should show his empathy (Paragraph6), what would he probably say?
A.“I know how upset you must be.”
B.“I appreciate your understanding.”
C.“I’m sorry for the delay.”
D.“I know it’s our fault.”
【小题4】 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 applied to their staff
【小题5】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 customers.
C.A company should promise less but do more in a competitive market.
D.Customer delight is more important for airlines than for banks.

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