高考英语阅读理解抓分训练67及答案Word文档格式.docx

高考英语阅读理解抓分训练67及答案Word文档格式.docx

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glessupper-class,ascientificstudyoftheQueen’sChristmasbroadcastshadfound.ResearchershavestudiedeachofhermessagestotheCommonwealthcountriessince1952tofindoutthechangeinherpronunciationfromthenobleUpperReceivedtotheStandardReceived.

JonathanHarrington,aprofessoratGermany’sUniversityofMunich,wantedtodiscoverwhetheraccent（口音）changersrecordedoverthepasthalfcenturywouldtakeplacewithinoneperson.“AsfarasIkno

w,therejustisnobodyelseforwhomthereisthissortofbroadcastrecords,”hesaid.

Hesaidthenoblewayofpronouncingvowels（元音）hadgraduallylostgroundasthenobleupper-classaccentoverthepastyears.“Heraccentsoundsslightlylessnoblethanitdid50yearsago.Butthesearevery,verysmallandslowchangesthatwedon’tnoticefromyeartoyear.”

“Wemaybeabletorelateittochangesinthesocialclasses,”hetoldTheDailyTelegraph,aBritishnewspaper.“In1952shewouldhavebeenheardsaying‘thetmeninthebleckhet’.Nowitwouldbe‘thatmanintheblackhat’.And‘hame’ratherthan‘home’.Inthe1950sshewouldhavebeen‘lorst’,butbythe1970s‘lost’.”

TheQueen’sbroadcastisapersonalmessagetotheCommonwealthcountries.EachChristmas,the10-minutebroadcastisputonTVat3pminBritainasmanyfamiliesarerecoveringfromtheirtraditionalturkeylunch.（传统火鸡午餐）.

Theresultswerepublished（发表）intheJournalofPhonetics.

46.TheQueen’sbroadcastswerechosenforthestudymainlybecause______.

A.shehasbeenQueenformanyyears

B.shehasalessupper-classaccentnow

C.herspeechesarefamiliartomanypeople

D.herspeecheshavebeenrecordedfor50years

47.WhichofthefollowingisanexampleofalessnobleaccentinEnglish?

A.“duaty” 

B.“citee” 

C.“hame” 

D.“lorst”

48.WemayinferfromthetextthattheJournalofPhoneticsisamagazineon_________.

A.speechsounds 

B.Christmascustoms

C.TVbroadcasting 

D.personalmessages

49.Whatisthetextmainlyabout?

A.Therelationshipbetweenaccentsandsocialclasses.

B.TheQueen’sChristmasspeechesonTV.

C.Thechangesinaperson’saccent.

D.Therecentdevelopmento

ftheEnglis

hlanguage.

参考答案------46-5—49、DBAC

（2011·

浙江卷，C）

Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcommpainesaretryingtoachieveinordertokeepandincreasemarketshare.

Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;

thosetreatedbadlywilltelltheirtalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.

NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallscentersandtheInternet.Forexample，manycompaniesnowhavetoinvest（投资）alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phone_rage”—causedbydelaysinansweringcall，beingcutoffinmidconversationorleftwaitingforlongperiods.

“Manypeopledonotliketalkingtomachines，”saysDr，Storey，SeniorlecturerinMarketingatCityUniversityBusinessSchool.“Banks，forexample，encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem—thesortofcomfortablefeelingspeoplehaveduringfacetofacechatswiththeirlocalbranchmanager.”

Recommendedwaysofcreatingcustomerdelightinclude：

underpromisingandoverdelivering（sayingthatarepairwillbecarriedoutwithinfivehours，butgettingitdonewithintwo）replacingafaultyproductimmediately；

throwinginagiftvoucher（购物礼券）asanunexpected“thankyou”toregularcustomers;

andalwaysreturningcalls,evenwhentheyarecomplaints.

Aimingforcustomerdelightisallverywell，butifservicesdonotreachthehighlevelpromised，disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy（forexample，“Iknowhowyoumustfeel”），andpossiblesolutions（replacement，compensationorwhateverfairnesssuggestsbestmeetsthecase）．

Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool，whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.

ForBritishAirwaysstaff，awinningtelephonestylei