Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest __1__ out of our Polynesian Village resort (度假胜地) at Walt Disney was asked how she __2__ her visit.  She told the front-desk clerk she had had a (n) __3__ vacation, but was heartbroken about __4__ several rolls of Kodak color film she had not yet __5__. At that moment she was particularly __6__ over the loss of the pictures she had shot at our Polynesian Luau, __7__ this was a memory she especially treasured.

    Now, please understand that we have no written service rules __8__ lost photos in the park. __9__, the clerk at the front desk __10__ Disney's idea of caring for our __11__. She asked the woman to leave her a couple rolls of __12__ film, promising she would take care of the rest of our show at Polynesian Luau.

    Two weeks later the guest received a __13__ at her home. In it were photos of all the actors of our show, __14__ signed by each performer. There were also __15__ of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own __16__ after work. I happened to know this __17__ because this guest wrote us a letter.  She said that __18__ in her life had she received such good service from any business.

    Excellent __19__ does not come from policy (政策性的) handbooks. It comes from people who __20__ --and from a culture that encourages and models that attitude.

    1.A．working　　　　   B．checking　　    C．trying　　　　  D．staying

    2.A．expected　　　　  B．realized　　     C．paid　　　　   D．enjoyed

    3.A．disappointing　　  B．wonderful　　    C．uncomfortable  D．important

    4.A．taking　　　　    B．dropping　　　　 C．losing　　　　 D．breaking

    5.A．developed　　　　 B．taken　　　　    C．washed　　    D．loaded

    6.A．silly　　　　　　 B．nervous　　　　  C．calm　　　　   D．sad

    7.A．when　　　　    B．where　　　　    C．as　　　　    D．which

    8.A．covering　　　　 B．finding　　　　   C．making　　    D．keeping

    9.A．Excitedly　　　　 B．Fortunately　　   C．Therefore  　　D．Quietly

    10.A．understood　　   B．reminded　　　　 C．trusted　　    D．discovered

    11.A．workers　　　　 B．guests　　　　    C．managers　　  D．clerks

    12.A．printed　　　　  B．shot　　　　　　 C．unused　　    D．recorded

    13.A．film　　　　    B．card　　　　　　 C．camera　　    D．packet

    14.A．frequently　　   B．personally　　    C．alone　　　　  D．actually

    15.A．rules　　　　   B．pictures　　　　   C．handbooks　　 D．performances

    16.A．case　　　　   B．work　　　　　　  C．time　　　　  D．position

    17.A．story　　　　   B．place　　　　　　 C．photo　　　　 D．show

    18.A．only　　　　   B．almost　　　　　　 C．never　　　　 D．nearly

    19.A．advice　　　　 B．experience　　　　  C．quality　　    D．service

    20.A．care　　　　   B．serve    　　　　   C．like　　　　  D．know

    Now, please understand that we have no written service rules __8__ lost photos in the park. __9__, the clerk at the front desk __10__ Disney's idea of caring for our __11__. She asked the woman to leave her a couple rolls of __12__ film, promising she would take care of the rest of our show at Polynesian Luau.

    Two weeks later the guest received a __13__ at her home. In it were photos of all the actors of our show, __14__ signed by each performer. There were also __15__ of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own __16__ after work. I happened to know this __17__ because this guest wrote us a letter.  She said that __18__ in her life had she received such good service from any business.

    Excellent __19__ does not come from policy (政策性的) handbooks. It comes from people who __20__ --and from a culture that encourages and models that attitude.

    1.A．working　　　　   B．checking　　    C．trying　　　　  D．staying

    2.A．expected　　　　  B．realized　　     C．paid　　　　   D．enjoyed

    3.A．disappointing　　  B．wonderful　　    C．uncomfortable  D．important

    4.A．taking　　　　    B．dropping　　　　 C．losing　　　　 D．breaking

    5.A．developed　　　　 B．taken　　　　    C．washed　　    D．loaded

    6.A．silly　　　　　　 B．nervous　　　　  C．calm　　　　   D．sad

    7.A．when　　　　    B．where　　　　    C．as　　　　    D．which

    8.A．covering　　　　 B．finding　　　　   C．making　　    D．keeping

    9.A．Excitedly　　　　 B．Fortunately　　   C．Therefore  　　D．Quietly

    10.A．understood　　   B．reminded　　　　 C．trusted　　    D．discovered

    11.A．workers　　　　 B．guests　　　　    C．managers　　  D．clerks

    12.A．printed　　　　  B．shot　　　　　　 C．unused　　    D．recorded

    13.A．film　　　　    B．card　　　　　　 C．camera　　    D．packet

    14.A．frequently　　   B．personally　　    C．alone　　　　  D．actually

    15.A．rules　　　　   B．pictures　　　　   C．handbooks　　 D．performances

    16.A．case　　　　   B．work　　　　　　  C．time　　　　  D．position

    17.A．story　　　　   B．place　　　　　　 C．photo　　　　 D．show

    18.A．only　　　　   B．almost　　　　　　 C．never　　　　 D．nearly

    19.A．advice　　　　 B．experience　　　　  C．quality　　    D．service

    20.A．care　　　　   B．serve    　　　　   C．like　　　　  D．know

完形填空

Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest 1 out of our Polynesian Village resort at Walt Disney was asked how she 2 her visit. She told the front-desk clerk she had a(n) 3 vacation, but was heart-broken about 4 several rolls of Kodak color film she had not yet 5 . At that moment she was particularly 6 over the loss of the pictures she had shot at our Polynesian Luau, 7 this was a memory she especially treasured. Now, please understand that we have no written service rules 8 lost photos in the park. 9 , the clerk at the front desk 10 Disney's idea of caring for our 11 . She asked the woman to leave her a couple rolls of 12 film, promising she would take care of the rest of our show at Polynesian Luau. Two weeks later the guest received a 13 at her home. In it were photos of all the actors of our show, 14 signed by each performer. There were also 15 of the public procession(游行队伍) and fireworks in the park, taken by the front-desk clerk in her own 16 after work. I happened to know this 17 because this guest wrote us a letter. She said that 18 in her life had she received such good service from any business. Excellent 19 does not come from policy(政策性的) handbooks. It comes from people who 20 and from a culture that encourages and models that attitude.

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　　There are still some interesting and funny cartoon films kept in your mind．Why the Disney Company made such great success was far beyond your imagination．The passage will surely tell you something about their successful management．

　　Not too long ago, an incident that happened at Walt Disney touched me greatly．A guest 　1　 out of our Polynesian Village resort (度假胜地) at Walt Disney was asked how she 　2　 her visit．She told the front-desk clerk she had had a(n) 　3　 vacation, but was heartbroken about 　4　 several rolls of Kodak color film she had not yet 　5　．At that moment she was particularly 　6　 over the loss of the pictures she had shot at our Polynesian Luau, 　7　 this was a memory she especially treasured．

　　Now, please understand that we have no written service rules 　8　 lost photos in the park．　9　 , the clerk at the front desk 　10　 Disney's idea of caring for our 　11　 She asked the woman to leave her a couple rolls of 12 film, promising she would take care of the rest of our show at Polynesian Luau．

　　Two weeks later the guest received a 　13　 at her home．In it were photos of all the actors of our show, 　14　 signed by each performer．There were also 　15　 of the public procession and fireworks in the park, taken by the front-desk clerk in her own 　16　 after work．I happened to know this 　17　 because this guest wrote us a letter．She said that 　18　 in her life had she received such good service from any business．

　　Excellent 　19　 does not come from policy handbooks．It comes from people; who 　20　 and from a culture that encourages and models that attitude．

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Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest   1   out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she   2   her visit. She told the front-desk clerk she had had a(n)   3   vacation, but was heartbroken about   4   several rolls of Kodak color film she had not yet   5  . At that moment she was particularly   6   over the loss of the pictures she had shot at our Polynesian Luau,   7   this was a memory she especially treasured.

Now, please understand that we have no written service rules   8   lost photos in the park.   9  , the clerk at the front desk   10   Disney’s idea of caring for our   11  . She asked the woman to leave her a couple rolls of   12   film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a   13   at her home. In it were photos of all the actors of our show,   14   signed by each performer. There were also   15   of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own   16   after work. I happened to know this   17   because this guest wrote us a letter. She said that   18   in her life had she received such good service from any business.

Excellent   19   does not come from policy (政策性的)handbooks. It comes from people who   20   —and from a culture that encourages and models that attitude.

1. A．working       B．checking   C．trying       D．staying

2. A．expected      B．realized     C．paid   D．enjoyed

3. A．disappointing       B．wonderful C．uncomfortable  D．important

4. A．taking   B．dropping   C．losing       D．breaking

5. A．developed     B．taken C．washed     D．loaded

6. A．silly      B．nervous    C．calm  D．sad

7. A．when    B．where       C．as     D．which

8. A．covering      B．finding      C．making     D．keeping

9. A．Excitedly      B．Fortunately       C．Therefore D．Quietly

10. A．understood B．reminded   C．trusted      D．discovered

11. A．workers     B．guests       C．managers  D．clerks

12. A．printed       B．shot   C．unused     D．recorded

13. A．film    B．card  C．camera     D．packet

14. A．frequently   B．personally C．alone D．actually

15. A．rules   B．pictures    C．handbooks       D．performances

16. A．case    B．work C．time  D．position

17. A．story   B．place C．photo       D．show

18. A．only    B．almost      C．never D．nearly

19. A．advice B．experience C．quality      D．service

20. A．care    B．serve C．like    D．know