12级二学期英语考试答案.docx
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12级二学期英语考试答案
Reading
1
High-qualitycustomerserviceispreached(宣扬)bymany,butactuallykeepingcustomershappyiseasiersaidthandone
Shoppersseldomcomplaintothemanagerorownerofaretailstore,butinsteadwillalerttheirfriends,relatives,co-workers,strangers-andanyonewhowilllisten.
Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetfrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool
“Storytellinghurtsretailersandentertainsconsumers,”saidPaulaCourtney,PresidentoftheVerdegroup.”thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”
Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.Theresulting“snowballeffect”canbedisastroustoretailers.
Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems.rankedsecondandthirdweregroceryandelectronicscustomers.
Themostcommoncomplaintsincludefilledparkinglots,cluttered(塞满了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.
Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlighting(业余兼职的)localpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.Thisguidanceeliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.
Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhandtoanswerquestions.
Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.
“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.”saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentrancewouldhelp.”
Customerscanalsoimprovefutureshoppingexperiencesbyfilingcomplaintstotheretailer,insteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.
1.Whyarestoremanagersoftenthelasttohearcomplaints?
AMostcustomerswon’tbothertocomplaineveniftheyhavehadunhappyexperiences.
BCustomerswouldratherrelatetheirunhappyexperiencestopeoplearoundthem.
CFewcustomersbelievetheservicewillbeimproved.
DCustomershavenoeasyaccesstostoremanagers.
2.WhatdoesPaulaCourtneyimplybysaying“…theshoppermustalsofindareplacement”?
ANewcustomersareboundtoreplaceoldones.
BItisnotlikelytheshoppercanfindthesameproductsinotherstores.
CMoststoresprovidethesame
DNotcomplainingtothemanagercausestheshoppersometroubletoo.
3.Shopownersoftenhiremoonlightingpoliceasparkingattendantssothatshoppers_____
Acanstaylongerbrowsinginthestore
Bwon’thavetroubleparkingtheircars
Cwon’thaveanyworriesaboutsecurity
Dcanfindtheircarseasilyaftershopping
4.Whatcontributesmosttosmoothingoverissueswithcustomers?
AMannersofthesalespeople
BHiringofefficientemployees
CHugesupplyofgoodsforsale
DDesignofthestorelayout.
5.Toachievebettershoppingexperiences,customersareadvisedto_________.
Aexertpressureonstorestoimprovetheirservice
Bsettletheirdisputeswithstoresinadiplomaticway
Cvoicetheirdissatisfactiontostoremanagersdirectly
Dshoparoundandmakecomparisonsbetweenstores
2
Webetthatoncoldwintrydays,manyofyoulovetostayinyourwarmhomeand,everynowandthen,comeoutintothekitchenforasnack.Unfortunately,plentyofcreepy-crawlycritters(爬行生物)liketodothesamething!
Winteristhetimewhenbugs(虫子)invadeyourhousewithoutaninvitation.Theseasoncanbetoughforsuchcreatures.Inwintertheairiscold,thegroundishardandmanytreeshavenoleaves.Sobugsdowhattheyhavetodotosurvive.
Monarchbutterfliesheadsouthtowarmerclimates.Antscrowdindeepundergroundcoloniesandeatfoodtheyhavebeenstoringallyear.Manyinsectsgointoadeepsleepcalleddiapauses.There’redifferentkindsofdiapauses,butallaresimilartohibernation,atimewhenbiggeranimalsbecomeinactiveinthecold.Insectsgointoaninactiveperiod,too,butitoftenisn’twhenthetemperaturedrops.
Theyrelyonmoredependablesignalsintheenvironment.Forexample,manyinsectscantellhowmuchsunlightthere’seachday.Theyusethattotellthemselveswhentoshutdown.Bugsarecold-blooded,meaningthattheirinsidetemperatureisthesameastheoutside.Theycan’tmovemuchwhenitgetsbelow40degreesFahrenheit.Sotheysearchforanywarmplace.
They’relookingforprotection.Theseguyshavebeendoingthisfor300millionyears,sotheydon’treallyknowthey’recomingintoyourhouse.Thehomeisarecenteventintermsoftheirevolutionarybehavior.Theyenterthroughtinycracksorcomeinunnoticedonyourclothesorshoes.Rememberthattheymaybeinvadingyourhomesforwarmthandfood,buttheydon’tcareabouthumans.
1.Whatisthepurposeofthefirstparagraph?
A.Topointoutthathumansliketostayathomeinwinter.
B.Tomeanthathumansandbugshavethesamelivinghabits.
C.Tomeanthatbugswillinvadehumans’housesfortheirwinter.
D.Toputforwardtheideathatbugsarenotwelcomeinwinter.
2.Accordingtothetext,whatisdiapauses?
A.Itisthesameastheanimals’hibernation.
B.Itoftenappearsinwarmareasalltheyear.
C.Itisdonetokeepbugsactiveinwinter.
D.Itisadeepsleepsimilartohibernation.
3.Whatoftendecidesbugs’diapauses?
A.Thelowerlocaltemperature.
B.Theamountofsunlight.
C.Kindsofenvironmentalsignals.
D.Theinsects’insidetemperature.
4.Accordingtothetext,bugsinvadehumans’homesto________.
A.attackhumans
B.lookforenoughfood
C.seekforprotection
D.showtheirevolutionaryresults
5.Whatwouldbethebesttitleforthetext?
A.Bugs’lifeoncoldwintrydays
B.Whydobugsinvadeyourhomeinwinter?
C.Goodrelationsbetweenhumansandbugs
D.Whatdoesdiapausesmean?
3
IntheUnitedStateselementaryeducationbeginsattheageofsix.Atthisstagenearlyalltheteachersarewomen,mostlymarried.Theatmosphereisusuallyveryfriendly,andtheteachershavenowacceptedtheideathattheimportantthingistomakethechildrenhappyandinterested.Theoldauthoritarian(要绝对服从的)methodsofeducationwerediscredited(不被认可)ratheralongtimeago-somuchsothatmanypeoplenowthinkthattheyhavegonetoofarinthedirectionoftryingtomakechildrenhappyandinterestedratherthangivingthemactualinstruction.
Thesocialeducationofyoungchildrentriestomakethemaccepttheideathathumanbeingsinasocietyneedtoworktogetherfortheircommongood.Sotheemphasisisonco-operationratherthancompetitionthroughoutmostofthisprocess.Thismayseemcurious,inviewofthefactthatAmericansocietyishighlycompetitive;however,theneedformakingpeoplesociableinthissensehascometoberegardedasoneofthefunctionsofeducation.MostAmericansdogrowupwithcompetitiveideas,andobviouslyquiteafewascriminals,butitisnotfairtosaythattheeducationalsystemfails.Itprobablydoessucceedinmakingmostpeoplesociableandreadytohelponeanotherbothinmaterialwaysandthroughkindnessandfriendliness.
1.Accordingtothepassage,theU.S.elementaryeducationissupposedtomakechildren__________.
A.sensibleandsensitive B.competitiveandinterested
C.curiousandfriendly D.happyandco-operative
2.SomeAmericanscomplainaboutelementaryschoolsbecausetheythink__________.
A.childrenarereluctanttohelpeachother
B.schoolslaytoomuchemphasisonco-operation
C.childrenshouldgrowupwithcompetitiveideas
D.schoolsgivelittleactualinstructiontochildren
3.Theauthor'sattitudetowardsAmericaneducationcanbebestdescribedas__________.
A.favorable B.negative
C.tolerant D.unfriendly
4. TheAmericaneducationalsystememphasizes__________.
A.materialwealth B.competition
C.co-operation D.personalbenefit
5.Theword"sociable"(Line8,Paragraph2)mostprobablymeans__________.
A.fondoftalkingfreely
B.friendlywithotherpeople
C.concernedaboutsocialwelfare
D.happyatschool
4
Kidnappersarerarelyinterestedinanimals,buttheyrecentlytookconsiderableinterestinMrs.EleanorRamsay'scat.Mrs.EleanorRamsay,averywealthyoldlady,hassharedaflatwithhercat,Rastus,foragreatmanyyears.Rastusleadsanorderlylife.Heusuallytakesashortwalkintheeveningsandisalwayshomebyseveno'clock.Oneevening,however,hefailedtoarrive.Mrs.Ramsaygotveryworried.Shelookedeverywhereforhimbutcouldnotfindhim.
ThreedaysafterRastus'disappearance,Mrs.Ramsayreceivedananonymousletter.ThewriterstatedthatRastuswasinsafehandsandwouldbereturnedimmediatelyifMrs.Ramsaypaidaransomof$1,000.Mrs.Ramsaywasinstructedtoplacethemoneyinacardboardboxandtoleaveitoutsideherdoor.Atfirstshedecidedtogotothepolice,butfearingthatshewouldneverseeRastusagain--theletterhadmadethatquiteclear--shechangedhermind.Shewithdrew$1000fromherbankandfollowedthekidnapper'sinstructions.Thenextmorning,theboxhaddisappearedbutMrs.Ramsaywassurethatthekidnapperwouldkeephisword.Sureenough,Rastus