High-quality customer service is preached(宣揚) by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of retail store, but instead will alert 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 frequent their competitors, according to a 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 other, 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 disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered(塞滿了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty peaking spaces. This guidance got rid of the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers.
“Retailers who’re responsive and friendly are more likely to smooth over 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 filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
小題1:Why are store managers often the last to hear complaints?
A．Few customers believe the service will be improved.
B．Customers would rather relate their unhappy experiences to people around them.
C．Customers have no easy access to store managers.
D．Most customers won’t bother to complain even if they have had unhappy experiences.
小題2:Shop owners often hire moonlighting police as parking attendants so that shoppers         .
A．can find their cars easily after shoppingB．won’t have trouble parking their cars
C．can stay longer browsing in the storeD．won’t have any worries about security
小題3:What contributes most to smoothing over issues with customers?
A．Design of the store layout.B．Hiring of efficient employees.
C．Manners of the salespeople.D．Huge supply of goods for sale.
小題4:To achieve better shopping experiences, customers are advised to        .
A．voice their dissatisfaction to store managers directly
B．shop around and make comparisons between stores
C．settle their disputes with stores in a diplomatic way
D．put pressure on stores to improve their service

小題1:B
小題1:B
小題1:C
小題1:A

小題1:B 細節(jié)題。本題考查因果關(guān)系。根據(jù)題干信息定位到文章第三段，而答案出現(xiàn)在文章第二段，原文的二、三段構(gòu)成了一組因果關(guān)系。正確答案為[B]“人們寧愿向身邊的人提及他們的不愉快經(jīng)歷”，其中，“身邊的人”對應(yīng)原文中的“朋友、親戚、同事和陌生人”。[A]選項意思與原文相反；[C]和[D]選項均為原文沒有提及的信息。
小題1:B 細節(jié)題。定位到文章第八段第一句話：…some retailers solved the parking problems by getting moonlighting local police to work as parking attendants”，因此答案為[B]選項“不再有停車的麻煩”。本題只要定位準(zhǔn)確，[A]、[C]、[D]選項可以直接排除。
小題1:C細節(jié)題。題干中有最高級most，對應(yīng)原文倒數(shù)第三段的more importantly。原文的信息為diplomatic(世故的，練達的)和polite(禮貌的)，[C]選項中的manners正好歸納了這兩個單詞，所以答案選[C]。本題與64題考查的都是定位能力。
小題1:A細節(jié)題。定位到文章最后一段，題干信息better shopping experience與原文中的improved shopping experience對應(yīng)。答案為[A]選項“直接向商店經(jīng)理提出不滿”，對應(yīng)原文中的filing complaint to the retailer。  [D]選項中的exert pressure(施加壓力)原文中無對應(yīng)信息；[B]選項對應(yīng)倒數(shù)第三段，為非定位點信息；[C]選項原文并未提及。
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科目：高中英語 來源：不詳 題型：閱讀理解

Ifhas anyone noticed how, with the passage of time, one’s relationship with one’s grown-up daughters and sons becomes changed? I’ve been aware of this for some time but I’m not quite sure how to deal with it.
Take the kitchen sink for example.
Following a family get-together at my place, I walked into the kitchen to find Kate, my daughter, carefully cleaning the sink.
“Don’t do that; what are you doing that for?” I said, unhappy about the hidden criticism.
“Mum,” she said, “you really ought to put your glasses on when you clean the sink. Behind the tap here was black!”
But it’s not just things like kitchen sinks. Another time Kate arrived to pick me up to lunch. She looked at me and then asked, “Mum, why do you use brown eyebrow pencil when your hair is grey?”
A sudden memory of her, aged 14, going to her first mixed party flooded back. She had come in to say goodbye. For a moment I thought she’d been an accident. Both eyes were black. I remember suggesting that perhaps a little less eye make-up might be more effective.
Now I told her, “My hair used to be brown.”
“It looks absurd.(荒唐)”
“Mrs. Menzies had dark eyebrows with grey hair.”
“Yes, but you’re not Mrs. Menzies, are you?” she said triumphantly, as if that proved her point.
But a recent event made me realize that something really must be done.
She had returned home for a few weeks before getting married. One evening I went out on a dinner date. By the time my companion left me at the front door, it was about 2am. As I stepped in, an angry figure in a white nightgown（睡衣）stopped me.
“Well, what time of night is this to be coming home?” she shouted. “Where have you been? I’ve been worried sick!”
Shades of the past come back to disturb me. But what should I do about all this? Nothing, probably. Maybe, after all, it’s only a stage young people are going through.
小題1:The daughter thought her mother didn’t clean the kitchen sink well because of her       .
A．lazinessB．carelessnessC．unhappinessD．poor-quality glasses
小題2:From the passage we know the daughter        .
A．didn’t want to help with the sink
B．didn’t like brown eyebrow pencils
C．had an accident when she went to her first party
D．shouted at her mum because she came home late
小題3:How does the mother feel after all these have happened?
A．Shocked.B．Proud.C．Envious.（嫉妒）D．Confused.
小題4:The author writes the stories to prove that ________.
A．their relationship became stronger
B．their roles changed as time passed
C．her daughter very much cared about her
D．her daughter got upset as she grew up

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科目：高中英語 來源：不詳 題型：完形填空

Even though it was only October，my students were already whispering about Christmas plans. With each passing day everyone became more__36__ waiting for the final school bell. Upon its__37__  everyone would run for their coats and go home，everyone except David.
David was a small boy in ragged clothes. I had often__38__ what kind of home life David had，and what kind of mother could send her son to school dressed so__39__for the cold winter months without a coat，boots，or gloves. But something made David__40__.I can still remember he was always__41__a smile and willing to help. He always__42__ after school to straighten chairs and mop the floor. We never talked much.He__43__ just simply smile and ask what else he could do，then thank me for letting him stay and slowly__44__ home.
Weeks passed and the__45__ over the coming Christmas grew into restlessness until the last day of__46__ before the holiday break. I smiled in__47__ as the last of them hurried out of the door. Turning around I saw David__48__ standing by my desk.
“I have something for you，”he said and__49__from behind his back a small box.__50__  it to me，he said anxiously，“Open it.” I took the box from him，thanked him and slowly unwrapped it. I lifted the lid and to my__51__ I saw nothing. I looked at David’s smiling face and back into the box and said，“The box is nice，David，but it’s__52__.”
“Oh，no. It isn’t.” said David.” It’s full of love. My mum told me before she died that love was something you couldn’t see or touch unless you know it’s there.”
Tears filled my eyes___53__  I looked at the proud dirty face that I had rarely given__54__ to. After that Christmas，David and I became good friends and I never forgot the meaning__55__the little empty box set on my desk..
小題1:
A．a(chǎn)nxious B．courageousC．seriousD．cautious
小題2:
A．warningB．ringingC．callingD．yelling
小題3:
A．scoldedB．wonderedC．realized D．learned
小題4:
A．modestlyB．naturallyC．inaccuratelyD．inappropriately
小題5:
A．popularB．upset C．special D．funny
小題6:
A．expressingB．deliveringC．wearingD．sharing
小題7:
A．practised B．wanderedC．studiedD．stayed
小題8:
A．wouldB．shouldC．mightD．could
小題9:
A．a(chǎn)im atB．turn toC．put off D．head for
小題10:
A．a(chǎn)rgumentB．excitementC．movement D．judgment
小題11:
A．schoolB．year C．education D．program
小題12:
A．reliefB．returnC．vainD．control
小題13:
A．weakly B．sadlyC．quietlyD．helplessly
小題14:
A．searchedB．foundC．raisedD．pulled
小題15:
A．HoldingB．HandingC．Sending D．Leaving
小題16:
A．delight B．expectationC．a(chǎn)ppreciation D．surprise
小題17:
A．cheapB．emptyC．uselessD．improper
小題18:
A．a(chǎn)sB．untilC．because D．though
小題19:
A．a(chǎn)dviceB．supportC．a(chǎn)ttention D．command
小題20:
A．from B．behindC．over D．towards

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科目：高中英語 來源：不詳 題型：閱讀理解

A baby can quickly damage a new mother’s well-laid plans for getting back to pre-pregnancy(孕前的) weight and shape.
The constant demands, together with the exhausting effects of interrupted sleep, can make it hard to find the time and energy to exercise or prepare healthy meals.
Here are some tips for common problems new moms face:
Problem: No time to cook proper meals. When you’re caring for a baby, cooking proper meals seems like a luxury. Instead you rely on convenience meals and processed foods.
Solution: Try to get more support. Friends, family members, and neighbors are often delighted to help, so don’t feel you have to do everything yourself. Use the extra time to prepare some healthy meals. Follow the basic rules of cutting down on fat and increasing fruit and vegetable intake.
Problem: Sugary or high-fat snacks（零食）. Tiredness can leave you feeling sleepy, run-down, and in need of an immediate help from sweets and high-fat snacks.
Solution: Turn snacking to your advantage. Eat high-fiber, low-fat, low-sugar snacks; these will fill you up without adding too many calories. For an energy boost, eat a banana, which is high in potassium -- a mineral essential for muscle and nerve function -- or try a handful of raisins, which are high in iron but low in fat.
Problem: No time or energy to exercise. A baby is a constant demand on your time, so you’re too tired or busy to exercise.
Solution: Increasing activity levels will help you obtain a net calorie loss, while toning exercises will tighten your muscles. Though you may feel too tired to do any exercise, it is worth persevering because in the long run your energy levels will increase. Involve your baby in your postnatal(產(chǎn)后) exercises; start by walking with the child in a carriage or sling. Swimming is another aerobic exercise that you can both enjoy by joining a mother and baby class. Many pools have childcare facilities, so you can swim a few laps on your own.
Problem: Lack of sleep. The new baby interrupts your sleep, depleting your energy and leaving you tense and exhausted.
Solution: Practice some relaxation techniques whenever you have a few free moments. Meditation, visualization, or yoga can help your body recover and give you more energy.

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科目：高中英語 來源：不詳 題型：完形填空

Before discussing different kinds of emotions, let us briefly talk about how researchers   1 bodily processes, actions and behavior, and how this relates to what we do in our daily lives when we observe emotions in  2  .
Bodily processes can be directly measured by   3  of a polygraph. (測謊器)When a polygraph is skillfully used to   4  how we react bodily with what we are   5 , it is called a "lie detector". Bodily processes can also be measured  6 . This is what we do when we observe someone blushing (臉紅). However, we are not always  7  of what bodily processes respond to.
Measuring action   8  behavior is the other way researchers assess the emotions.    9 , one measure of fear of snakes is how  10 a person will go to the snake. Another procedure is to have a person  11  how afraid he is, or how he feels, in this way, researchers have 12  the so-called "fear thermometer" to assess a person’s fear.  13  our everyday living, we do very much the same thing. Only not too   14 . We react to what a person does, what he says, 15  he says it, and how he looks. Is he smiling? Is his voice trembling? We put all this  16  together to infer what a person is feeling.
  17 , we do not always act as we feel. Sometimes we do things that we don’t feel like doing.  18  we say we feel one way and then we act another. Actors, for example, successfully learn to "make believe" emotions, or learn to   19  them. Thus we   20  always tell what a person is feeling by what he says or by what he does.
小題1:
A．measureB．describeC．makeD．use
小題2:
A．otherB．othersC．a(chǎn)notherD．the others
小題3:
A．waysB．methodsC．meansD．tools
小題4:
A．combineB．treatC．examineD．compare
小題5:
A．doingB．sayingC．observingD．carrying
小題6:
A．directlyB．indirectlyC．easilyD．difficultly
小題7:
A．a(chǎn)fraidB．fondC．a(chǎn)wareD．a(chǎn)ccused
小題8:
A．butB．soC．a(chǎn)ndD．or
小題9:
A．For exampleB．On one handC．As well asD．At times
小題10:
A．slowB．fastC．farD．close
小題11:
A．tellB．sayC．talkD．speak
小題12:
A．a(chǎn)pprovedB．discoveredC．developedD．informed
小題13:
A．DuringB．WithC．OnD．In
小題14:
A．skillfullyB．systematicallyC．naturallyD．eventually
小題15:
A．whyB．whereC．howD．whether
小題16:
A．imaginationsB．observationsC．impressionsD．a(chǎn)wareness
小題17:
A．ThereforeB．OtherwiseC．HoweverD．Anyway
小題18:
A．SometimeB．SomewayC．SometimesD．Anytime
小題19:
A．expressB．hideC．a(chǎn)ctD．say
小題20:
A．needn’t B．shan’tC．won’t D．Can’t

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科目：高中英語 來源：不詳 題型：閱讀理解

Life gets noisier every day and very few people can be free from noise of some sort or another. It doesn’t matter where you live-in the middle of a modern city, or a faraway village-the chances that you will be disturbed by jet aeroplanes, transistor radios, oil-powered engines, etc. are almost everywhere .We seem to be getting used to noise, too. Some people feel quite lonely without background music while they are working.
Scientific tests have shown that total silence can be very frightening experience for human beings. However, some people enjoy listening to pop music which is very loud, and this can do harm to their eardrums(耳鼓).The noise level in some disco is far above the usual safety level for heavy industrial areas.
A recent report about noise and concentration(專心) suggested that although a lot of people say that any noise disturbs their concentration, what really affects their ability to concentrate is a change in the level of noise. It goes on to say that a background noise, which doesn’t change too much (music, for example) may even help people to concentrate.
小題1:The best title for this passage is _______________.
A．Noisy LifeB．Background Noise
C．Disturbed Concentration D．Changeable Noise
小題2:From this passage, the pollution of noise _______________.
A．doesn’t matter muchB．has become worse everywhere
C．has become better in big citiesD．has become better in villages
小題3:“Background music” in the passage means _______________.
A．music played in the concertB．a(chǎn) kind of noise coming into your ears
C．music helps people to concentrateD．music played while people are working
小題4:Some people may have their hearing hurt _______________.
A．while they are in completely silence B．while they are dancing violently
C．while they are listening to loud pop musicD．while they are listening to soft music
小題5:Scientists have discovered that what prevents people from concentrating is _____.
A．a(chǎn)ny kind of noiseB．great changes in level of noise
C．background noiseD．various background music

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科目：高中英語 來源：不詳 題型：閱讀理解

Changsha,
Hunan Province
May 6, 2010
Dear editor,
Under China’s current educational system, there are those who do nothing but study. They of course are thought to be model students.
But I feel that there is another type of student who, perhaps not as diligent (勤奮的) as the first type, uses his time more efficiently and achieves a lot academically.
Last year, a classmate of mine was accepted by a top university. It surprised all of us. It was because, unlike most of us, he didn’t spend too much of his time studying.
When I asked him the secret of his success, he said that the key was properly and scientifically arranging his time.
“ I spent a lot of time keeping fit and as a result, I was able to better concentrate (集中) on my class work.”
The moral of the story is: it isn’t necessary to sit at your desk all day long to get high academic (學(xué)術(shù)) grades.
Yours,
Zhang Zishu
小題1:What does the letter-writer (a reader) think leads to the fact that many students do nothing but study?
A．The present educational system.B． People’s old ideas.
C．The teaching methods.D．The parents of these students.
小題2:It seems that this reader thinks        .
A．the first type of student is our model
B．the second type of students is our model
C．both types of students are worth learning from
D．neither of the two types of students are good
小題3: The secret of his classmate’s success was        .
A．properly and scientifically arranging his time
B．spending a lot of time studying
C．doing nothing but studying
D．playing all the time
小題4: The reader wrote the letter in order to        .
A．call on us to work even harder
B．cause people to think about how to study more efficiently
C．a(chǎn)dvise people to do research into his classmate’s success
D．criticize (批評) China’s educational system
小題5:What would be the best to stand for the letter-writer’s opinion?
A．Secret of success.
B．China’s educational system needs changing.
C．Work while you work and play while you play.
D．Keep fit first.

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科目：高中英語 來源：不詳 題型：閱讀理解

It’s interesting that the arrival of snow has a different effect on people in different countries. For some countries it is an important happening to celebrate each year, while for others it is a catastrophe (災(zāi)難).
There are countries between these two extremes that normally expect snow some time over the winter months, but never receive snow regularly or in the same quantities every year. Britain is one such country, for which the arrival of snow quite simply creates problems. Within hours of the first snowfall, however light, roads are blocked, trains and buses stop in the middle of traffic. Normal communications are affected as well, telephone calls become difficult and the post immediately takes more time than usual. Almost within hours, there are also shortages(缺乏) –bread, vegetables and other things – not because all these things can no longer be produced or sent to shops, but mainly because people are frightened, and go out to store up these commodities, “just for fear that something bad should happen.”
Why then does snow have this effect? After all, the Swiss, Austrians and Canadians don’t have such problems. It is simply because there is not enough plan and preparation. We need money to buy equipment to deal with snow and ice. To keep the roads clear, for example, requires snow ploughs and machines to spread salt. The reason why a country like Britain does not buy some ploughs is that they are only used for a few days in any one year, and the money could be more useful in other things such as hospital education or helping the old.
小題1:According to the writer, Britain is a country____.
A．which has regular snowB．which is not well prepared for snow
C．for which snow is not a catastropheD．for which snow is a wonder
小題2:The arrival of snow in Britain affects all of the following except____
A．trafficB．communicationC．food suppliesD．service quality
小題3:After a few hours’ snowing there are often shortages of food because______
A．shops have closed downB．people buy as much as they can
C．farmers can’t produce any moreD．people eat more vegetables in winter
小題4:The first reason why the British don’t buy snow ploughs is that______
A．spreading salt is good enoughB．old people need more money
C．snow ploughs are not used oftenD．the hospital is more important

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科目：高中英語 來源：不詳 題型：閱讀理解

It is Saturday afternoon. You and your friends are planning to go to the movies and then spend the night together. Just as you start to get ready, your dad reminds you it is your aunt's birthday and the whole family is going out to dinner to celebrate. How can this possibly end without a huge argument?
One of the greatest sources of tension(緊張情緒)between teenagers and their families is the struggle to balance personal desires with family expectations. As you are getting older, you are becoming more independent and more interested in being with your friends.
However, at the same time，your family is trying to figure out how to deal with these changes. While you once spent most of your free time with your family, you are now often absent from home. Parents may get their feelings hurt. Or they might feel that they are losing control of their family during this period. You might feel angry that so many family demands are placed on you.
There are a few things you can try to make it a little easier to ease(緩解)the tension.
* Make your plans in advance．Ask your parents if there is anything else planned at that time.
* When something with your friends interferes(干擾；沖突)with a family event, try to figure out if there is any way you can do both.
* Suggest something you would really like to do with your family. Sometimes parents feel better just knowing their teenager wants to spend time with them.
Some of the time you won’t be happy with the outcome(結(jié)果). You might either have to disappoint your parents or have to miss out being with your friends. However, if you show consideration(體諒)for the feelings of both your family and your friends, you can solve the problem in a tender way.
小題1:The purpose of the first paragraph is to _________.
A．show a disagreement of views
B．serve as a description of teenager trouble
C．serve as an introduction to the discussion
D．show the popularity of teenager problem
小題2:The tension between teenagers and their families is caused by the fact that____________.
A．teenagers don’t like to take family demands
B．parents want to keep their family under control
C．parents feel unhappy that their children make so many friends
D．both parents and teenagers don’t pay attention to each other’s feeling much
小題3:Which of the following is NOT the advice given in the passage?
A．Don’t feel angry if your parents ask you to do something．
B．Try to think of ways to balance family event with friend event．
C．Tell your parents before you decide to spend time with your friends．
D．Advise your parents to do something that you are interested in with you．
小題4:What’s the purpose of the passage?
A．To inform us of parent and teenager tension．
B．To tell us about a common teenager problem．
C．To persuade parents to show consideration for teenagers．
D．To advise teenagers how to deal with their tension with their family．

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