B
Modern Manners
Philip Howard answers your questions on contemporary etiquette (礼仪)
Philip Howard,
When my friend and I (two ladies of a certain age) go out to have a meal, she always leaves an extremely large tip. At times, the tip will equal the amount of one of the main dishes—sometimes it comes to about 30 per cent of the bill. I feel 15—20 per cent is adequate for services offered and depending on the type of restaurant. At a cafe I would like to leave 15 per cent or a bit more depending on the service and etc. A larger tip would be appropriate if we are in a big city or a nicer place. My friend says “Well, I am sure they are not driving a Mercedes (奔驰汽车).” Well, neither am I, and how does she know? Who is correct and how can I make changes? I might add I do truly feel tipping should be based on good service, and also if you frequent a place and know the staff a larger tip is OK. I would never hesitate to tip a waitperson. I always leave to the higher side.  
Yours,
Barbara Bade
Barbara Bade,
Americans are more generous tippers than the British. I suspect that 10 per cent for a tip is about normal in the UK. Tipping is a strange survival in our age of supposed equality and minimum wages. Your friend has a generous nature and deep purse. I do not see why you cannot let her tip whatever she wants, and do your own thing. I agree that a tip should be a reward for good service and general good feeling. If the service is rotten and the meal a disaster, we should withhold a tip and explain why we are doing so. Few of us have the chutzpah (厚颜) to do this. Sensible restaurants have a box for tips, so that they are shared out among the staff, including those in the kitchens whom we do not see. (I trust that the management does not receive the money as extra profit.) I look forward to the day when waiters and other servants are paid a good enough living wage, so that they do not have to depend on the generosity of strangers to survive. To wait at table is just as honorable a way to earn a living in this wicked world. If you are pleased with the meal and cheerful service, you should tip as handsomely as your purse affords. I don’t suppose that your waiter / waitress is driving a Mercedes, even in the States. 
Yours,
Philip Howard
60. We can learn from the first letter that Barbara prefers ___________.
A. changing her own ideas on how to tip waiters
B. leaving a bigger tip to the familiar waitpersons
C. eating at a café rather than in a nice restaurant
D. saving as much money as possible for herself
61. It can be inferred that Barbara’s friend tips waiters heavily ________.
A. to show that she is well off                              B. because they are thought to be poorly paid
C. to show that she is generous                          D. because they have offered her full service
62. Besides quality of service, Philip regards __________ as principles of tipping.
A. taste of food and amount of one’s money
B. taste of food and the number of servants
C. generosity of strangers and the number of servants
D. amount of one’s money and generosity of strangers

Hi, everybody !
Welcome to our newly-opened Richards Cinema Bookstore!
Now let me introduce to you some of the new film books in our store.
Are you Chinese film fans? OK, here comes the latest 25 New Takes about Chinese films. It is a collection of 25 fresh readings of different Chinese films from the 1930s to the present. In recent years, Chinese films are very popular in the States, such as Crouching Tiger and Hidden Dragon, Hero, and Flowers of Shanghai.
Do you like French films? Well, here is The French Cinema Book. It covers French films from the 1890s to the beginning of the 21st century. It is written for all lovers of French cinema: students and teachers, specialists and fans, and so on.
Maybe you are Indian film fans and star-chasers. Then here is Encyclopedia (百科全书)
of Indian Cinema. The book is a complete introduction to all the best Indian films. It also offers a full list of names of the famous and successful film stars in the past ten years. You know, the Indian film industry is the largest in the world after our Hollywood.
If you like British films, we have The British Cinema Book. It is a good review of British cinema. This book contains a good many nice pictures.
In our bookstore, you can also find books about Mexican, Japanese, Australian, German and Italian films..
Well, please help yourselves to some coffee or tea, and have a good time here!
60. The speaker of the passage is most probably _______.
A. the author of 25 New Takes           B. a tourist in the cinema bookstore
C. the manager of the cinema bookstore   D. a reader of Encyclopedia of Indian Cinema
61. How many Asian countries does the speaker refer to when he talks about the  
film books?
A. Two.             B. Three.            C. Four.     D. Nine.
62. Which of the following statements is NOT mentioned in the passage？
A. Indian cinema is second only to Hollywood.
B. The British Cinema Book includes a complete list of names of stars.
C. Crouching Tiger and Hidden Dragon is well received in the States.
D. The French Cinema Book covers over a century's French films.
63. The purpose of the speaker is_______.
A. to satisfy the customers' various tastes
B. to keep the authors in the cinema bookstore
C. to offer the tourists chances to meet the film stars
D. to take the readers into film producers

Hello, Chicago. If there is anyone out there who still doubts that America is a place where all things are possible, who still wonders if the dream of our founders is alive in our time, who still questions the power of our democracy(民主)，tonight is your answer.
……
I was never the likeliest candidate for this office. We didn’t start with much money or many endorsements. Our campaign was not hatched in the halls of Washington. It began in the backyards of Des Moines and the living rooms of Concord and the front porches of Charleston. It was built by working men and women who dug into what little savings they had to give $ 5 and $ 10 and $ 20 to the cause.
It grew strength from the young people who rejected the myth of their generation’s apathy(冷漠), who left their homes and their families for jobs that offered little pay and less sleep.
It drew strength from the not-so-young people who braved the bitter cold and scorching heat to knock on doors of perfect strangers, and from the millions of Americans who volunteered and organized and proved that more than two centuries later a government of the people, by the people, and for the people has not perished(消失)from the Earth.
This is your victory.
And I know you didn’t do this just to win an election. And I know you didn’t do it for me.
You did it because you understand the enormity of the task that lies ahead. For even as we celebrate tonight, we know the challenges that tomorrow will bring are the greatest of our lifetime—two wars, a planet in peril(危亡), the worst financial crisis in a century.
Even as we stand here tonight, we know there are brave Americans waking up in the deserts of Iraq and the mountains of Afghanistan to risk their lives for us.
……
The road ahead will be long. Our climb will be steep. We may not get there in one year or even in one term. But, America, I have never been more hopeful than I am tonight that we will get there.
I promise you, we as a people will get there.
【小题1】 This passage is most probably taken from a (an)_______.

第二部分阅读理解（共20小题，每小题2分，满分40分）
A
Theodore，the manager of the Paradise Hotel，told a middle-aged couple that that would have to leave the hotel after just one night．The couple，visiting from Texas，had booked a room for eight nights．
“They wanted a sterile (消毒了的) environment，”Theodore said，“They should have rented a room in a hospital，maybe an operating room．This hotel is clean，hut it isn't that clean．”
Theodore said that，on the very first day，the couple brought all the sheets，pilloweases，and bedspreads down to the main hall and just dropped them next to the front desk．They stood there next to this pile of bedding while other guests looked，pointed，and murmured．The hotel got three cancellations within the hour from people who witnessed this strange，event．
When Theodore asked the couple what the problem was，they said that their bedding was filthy and they wanted it replaced．The couple could not identify any specific“filth”on the bedding．The wife just said，“We’re paying good money to stay here．How dare you doubt us？We know the filth is there．That's all the proof you need，”Theodore called room service，and the bedding was replaced immediately．
Early the next evening，however，the couple marched to the front desk again and demanded seven cans of sterilizer，“We need a can for each night．We have to spray the phone，the TV，all the door handles，the toilet handle，the shower stall，the faucet，the sink，and any hotel staff entering our room．”
Worried，Theodore politely suggested that a hotel more suitable for them was just around the corner．He then called ahead to reserve a“very clean”room，and gave them free transportation in the hotel Rolls-Royce．Also，he told the couple that they wouldn’t he charged for the second day．
The couple were surprised but they really liked the idea of free room for a night and that expensive car service．
56．The underlined word “filthy” means     in this article．
A．clean               B．dirty                C．smelly                    D．old
57．Why was Theodore worried?
A．The couple might have more demands the following days．B．The hotel was not clean enough．
C．The hotel would run out of cleaning stuff．D．More guests would make the same requests．
58．What word could best describe the couple?
A．Narrow-minded.             B．Expensive        C．Particular         D．Easy-going

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. Interestingly, 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 let 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 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-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(购物礼券)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 in 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 booking 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__________.