12级二学期英语考试答案.docx

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