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，and often find out only when their regular customers decide to go often to their competitors，according to n 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 others，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 very harmful to retailers．

According to the research，shoppers who purchased clothing encountered the most problems．Ranked second and third were grocery and electronics customers．

During peak shopping hours，some retailers solved the parking problems by getting part-time local police to work as parking attendants (服务员)．Some hired flag wavers to direct customers to empty parking spaces．

Retailers can relieve the headaches by redesigning store layouts(布局)，pre-stocking sales items，hiring speedy and experienced cashiers，and having sales representatives on hand to answer questions．

Most importantly，salespeople should be flexible and polite with angry customers．

“Retailers who're responsive and friendly are more likely to smooth over(缓解)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 complaining to the retailer，instead of complaining to the rest of the world. Retailers are finding it difficult to improve when they have no idea what is wrong．

72．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 tell 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．

73．Shop owners often hire part-time police as parking attendants so that    ．

    A．shoppers can stay longer in the store

    B．shoppers won't have trouble parking their cars

    C．shoppers won't have any worries about security

    D．shoppers can find their ears easily after shopping

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

    A．Manners of the salespeople．    B．Hiring of efficient employees．

    C．Huge supply of goods for sale    D．Design of store layout

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

    A．bring pressure to bear on stores to improve their service

    B．settle their questions with stores in a flexible way

    C．express their dissatisfaction to store managers directly

    D．shop around and make comparisons between stoles

If you're a male and you're reading this，congratulations：you're a survivor．According to statistics，you're more than twice as likely to die of skin cancer as 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'll die on average five years before a woman．

There're many reasons for this―typically，men take more risks than women 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．

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're invincible(不可战胜的)，”，Gullotta says．“They only come in when a friend drops dead on the golf course and they think,‘Geez，if it could happen to him．．．’”

“Then there's 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 surely place strain(紧张)on the public purse，”Cartmill says．“But prevention is cheaper in the long run than having to treat the disease．Besides，the final cost is far greater：it's called premature(未到期的)death．”

68．From the passage we can know the natural term for women in Australia is about          years．

A．73    B．78    C．83    D．88

69．What does the author think is the most important reason why 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 careful as women in face of danger

D．Men are more likely to suffer from serious disease

70．Which of the following best completes the sentence“Geez, if it could happen to him．．．” in Para6?

   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

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

    A．They may increase public expense．

    B．They will save money in the long run

    C．They may cause psychological strain on men

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

Chinese scientist Qin Dahe was awarded the International Meteorological(气象学的)Organization Prize，the top prize of the world Meteorological Organization (WMO) on Tuesday．

Qin，born in 1947，is a glaciologist(冰河学家)．As a member of the 1989 International Trans-Antarctic Pole Expedition he became the first Chinese ever to cross the South Pole．Qin has published numerous ground-breaking articles using evidence gathered from that trip．

“Inspired by the honor，I will continue my efforts to promote China's meteorological researches with our brilliant team members．”Qin said at the ceremony．

“Meteorological and climatic conditions frequently go to extremes nowadays，against the background of global climate change．It poses a great challenge to human beings．”Qin said．“The undertakings shouldered by meteorological sciences will become more and more important．”

Chinese Vice Premier Hui liangyu said the prize not only reflected Qin's remarkable contributions，but also should be considered an honor for all China's meteorological scientists and researchers．He also spoke highly of China's meteorological contributions during the May 12 quake-relief work，the Beijing Olympics and Paralympics，as well as the Shenzhou 7 spacecraft’s flight mission.

Each year，WMO members nominate(提名) candidates for the prize for outstanding work in meteorology and contributions to international cooperation in meteorology．It is also regarded as the“Nobel Prize in Meteorology”．

The Executive Council of the WMO decided to recognize Qin this June．He was the second Chinese scientist to win the prize．The academician of the Chinese Academy of Sciences，Ye Duzheng，received it in 2003．

64．The International Meteorological Organization Prize is intended to honor    ．

    A．world-famous glaciologists doing research in the South Pole

    B．those who made great contributions to the science of meteorology

    C．those who have done a good job in quake-relief work

    D．scientists who promote meteorological researches

65．Which of the following is the main topic of the passage?

    A．Chinese scientist awarded top meteorological prize．

    B．A scientist who once crossed the South Pole．

    C．Nobel Prize in Meteorology．

   D．Scientist awarded by the government．

66．Which of the following statements about Qin is NOT true?

    A．Qin was the first Chinese to cross the South Pole．

    B．Qin got much important information from the South Pole．

    C．Qin took an active part in the May 12 quake-relief work．

  D．Qin was the second Chinese to win the top prize of the WMO．

67．What Qin said in the fourth paragraph shows           ．

    A．the change of global climate is natural

    B．meteorology will play a key role in meeting climatic challenges

    C．humans can meet all challenges from nature

    D．global climate change has little effect on meteorological conditions

A husband-and-wife team from California reached the Pacific Ocean after a 4，900-mile cross-country  walk, becoming the first to backpack(背着背包旅行)the American Discovery Trail in one continuous walk．

Marcia and Ken Powers，of Pleasanton，started the travel across 13 states，through 14 national parks and 16 national forests on Feb．27 from Cape Henlopen in Delaware．Nearly eight months later，the excited couple walked through water into the Pacific Ocean at Point Reyes，a day ahead of time．

“We are a little sad that a great adventure is over．It was a fantastic adventure．And now we go home and just de housework．It's really sad．”Marcia，who said she's in her 50s，and her 60-year-old husband traversed cities，deserts，mountains and farmland before reaching the Pacific alone with arms around each other's backpacks．

They overcame deep snow in the East，a quicksand in Utah，close lightning strikes in the Midwest and strong desert sandstorms in the West while averaging 22 miles a day and taking only four days off．But they enjoyed the French history of St Louis，the beauty of the Colorado Rockies and the kindness of strangers they met along the way．

They particularly remember two brothers―a doctor and dentist―who put them up in their homes around Chester，Ill．，after terrible days，and a motorcyclist who gave them water after they failed to find any on Utah's lonely Wah Wah Desert．

“Americans are truly warm-hearted and wonderful people．”Marcia Powers said．“We got to meet people that we would never meet in our daily living at home．We got to touch it with our feet and hands and smell all its scents(香味) and hear its wildlife．It's an amazing country，”she added．

60．The underlined word“traversed”in the third paragraph means“        ”．

    A．enjoyed      B．moved across，through or over     C．overcame    D．looked at

61．After the long walk，Marcia and Ken Powers felt sad probably because      ．

    A．they had to do the heavy housework again

    B．they had no way to earn their living

    C．they couldn't go on enjoying their walk

    D．they had experienced too many difficulties

62．According to the text，we can infer that during the walk the couple      ．

    A．were treated warm-heartedly by the local people

    B．never stopped to have a rest

    C．were ever caught in a heavy rain and became ill

    D．felt the quicksand in Utah was very interesting

63．Which one of the following will be the best tide for the text?

    A．A couple finished a 4,900-mile walk across America

    B．A long and hard walk across America

    C．An old couple reached the Pacific Ocean

    D．An old couple enjoyed America for eight months

Horror seized the heart of the World War Ⅰ soldier as he saw his life-long friend fall in the battle．Caught in a trench(战壕)with continuous gunfire whizzing(发出呼啸声) over his head，the soldier asked his captain if he might go out into the“No Man's Land”between the trenches to bring his fallen comrade back．

“You can go,” said the captain，“but I don't think it will be worth it．Your friend is probably dead and you may throw your own life away．”The captain's words didn't matter, and the soldier went anyway．

To one's surprise，he managed to reach his friend，raised him onto his shoulder，and brought him back to their company's trench．As the two of them fell in together to the bottom of the trench，the officer checked the wounded soldier, and then looked kindly at his friend．“I told you it wouldn't be worth it,” he said．“Your friend is dead，and your wound is deadly．”“It was worth it，though，sir．”the soldier said．“How do you mean‘worth it’?”responded the captain．“Your friend is dead!”“Yes sir．”the soldier answered．“But it was worth it because when I got to him，he was still alive, and I had the satisfaction of hearing him say，‘Jim，I knew you'd come．’”

Many a time in life，whether a thing is worth doing or not really depends on how you look at it．Take up all your courage and do something your heart tells you to do so that you may not regret not doing it later in life．

56．When the soldier saw his close comrade fall in the battle，he felt        ．

A．surprised    B．excited    C．frightened   D．worried

57．The phrase“No Man's Land”most probably means“       ”in the passage．

    A．the area on the court between the base line and the service line

    B．an unoccupied region between opposing armies

    C．a bare wasteland which can't be used

    D．the area where there is no man

58．Which of the following statements is NOT true according to the passage?

    A．The soldier was wounded seriously．

    B．The captain cared about the soldier very much．

    C．The soldier brought his close comrade back．

  D．The captain thought the soldier's action was right

59．The last paragraph implies that we should     when we don't know how to choose in life.

    A．fellow our hearts                  B．do nothing but wait

   C．listen to others' suggestion     D．regret what we have done

Brenda was a young woman who was invited to go rock climbing． 36  she was very scared，she went with her  37  to a cliff．She took hold of the rope and started   38   the face of that rock．She got to a place where she could take a breath．As she was  39  there，the safety  rope suddenly struck Brenda's eye and   40  out her contact lens(隐形镜片)．

Well, here she was, on a rock face，with hundreds of feet below her and hundreds of feet  41  her．She was desperate and began to get  42  , so she prayed to the Lord to help her to  43  it．

When she got to the top，a friend  44  her eye and her clothing for the lens，but there was no contact lens to be found．She  45  across the mountains，thinking of that verse(诗句) that says,“The  46 of the Lord run to and fro throughout the whole earth．” She thought，“Lord，you can see all these mountains．You know every  47  and leaf，and you know  48  where my contact lens is．Please help me．”

Finally，they  49  down the trail to the bottom．At the bottom there was a new party of climbers just starting up the face of the cliff．One of them shouted out，“Hey，you guys! Anybody  50  a contact lens?”

Well，that would be  51  enough，but you know  52  the climber saw it? An ant was moving  53   across the face of the rock，carrying it on it's back．

Brenda told her father about the story of the  54  ，the prayer，and the contact lens．He then drew a picture of an ant carrying that contact lens with the words，“Lord，I don't know why you want me to do this．I can't eat it，and it's awfully   55  ．But if this is what you want me to do，I'll carry it for you．”

Not only      the college entrance examination，but he also got a chance to travel abroad．

A．he passed    B．has he passed    C．he did pass    D．did he pass

There are cases         the word “bed”is used as a verb．

A．which    B．that    C．where   D．when

If he had known it was going to rain，he       his umbrella to work．

    A．should have taken     B．would have taken

    C．must have taken       D．could have taken

World-renowned pianist Lang Lang denied the widespread rumour     he had taken American citizenship in his blog Thursday．

A．that    B．which    C．who    D．when