高考英语阅读理解抓分训练67.docx
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高考英语阅读理解抓分训练67
2014高考英语阅读理解抓分训练（67）及答案
阅读理解
TheQueen’sEnglishisnowsoundinglessupper-class,ascientificstudyoftheQueen’sChristmasbroadcastshadfound.ResearchershavestudiedeachofhermessagestotheCommonwealthcountriessince1952tofindoutthechangeinherpronunciationfromthenobleUpperReceivedtotheStandardReceived.
JonathanHarrington,aprofessoratGermany’sUniversityofMunich,wantedtodiscoverwhetheraccent（口音）changersrecordedoverthepasthalfcenturywouldtakeplacewithinoneperson.“AsfarasIknow,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.TherecentdevelopmentoftheEnglishlanguage.
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，awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname，jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinformationisavailableinstantlyonscreen.
BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.
Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas“wedoasweplease”．Ontheotherhand，themorecustomersarepromised，thegreatertheriskofdisappointment.
本文阐述了顾客的满意度对企业发展的重要作用。
11．WecanlearnfromParagraph2that________.
A．complainingcustomersarehardtosatisfy
B．unsatisfiedcustomersreceivebetterservice
C．satisfiedcustomerscatchmoreattention
D．welltreatedcustomerspromotebusiness
答案：
D。
推理判断题。
A抱怨中的顾客难以令其满意；B不满意的顾客得到更好的服务；C满意的顾客得到更多的注意；D良好的对待顾客促进企业的发展。
根据信息句“Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusiness”可以看出D项正确。
12．Thewritermentions“phonerage”（Paragraph3）toshowthat________.
A．customersoftenusephonestoexpresstheiranger
B．peoplestillprefertobuygoodsonline
C．customercarebecomesmoredemanding
D．customersrelyontheirphonestoobtainservices
答案：
C。
细节理解题。
A顾客常常用电话表达自己的愤怒；B人们依然偏爱网上购物；C客户关注更加成为人们的关注；D顾客靠电话得到服务。
根据本段首句“NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet”可知C项正确。
13．Whatdoesthewriterrecommendtocreatecustomerdelight?
A．Callingcustomersregularly.B．Givinga“thankyou”note.
C．Deliveringaquickerservice.D．Promisingmoregifts.
答案：
C。
细节理解题。
A定期给顾客打电话；B给“感谢”便条；C给予快捷服务；D许诺更多的礼物。
根据文中信息“sayingthatarepairwillbecarriedoutwithinfivehours，butgettingitdonewithintwo”和“replacingafaultyproductimmediately”可知C项正确，其他三项曲解了文意。
14．Ifamanagershouldshowhisempathy（Paragraph6），whatwouldheprobablysay?
A．“Iknowhowupsetyoumustbe.”B．“Iappreciateyourunderstanding.”
C．“I'msorryforthedelay.”D．“Iknowit'sourfault.”
答案：
A。
词义猜测题。
A我知道你准是很难过；B我很感激你的理解；C很抱歉，耽误您了；D我知道，这是我们的错。
根据其后信息句“forexample，‘Iknowhowyoumustfeel’”可知A项正确。
15．Customerdelightisimportantforairlinesbecause________.
A．theirtelephonestyleremainsunchanged
B．theyaremorelikelytomeetwithcomplaints
C．theservicescostthemalotofmoney
D．thepoliciescanbeappliedtotheirstaff
答案：
B。
推理判断题。
A他们的电话样式没变；B他们很有可能遇到投诉；C这些服务花费了他们很多钱；D这些政策可以应用到职员身上。
根据文中信息“...delightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather，unclaimedluggageandtechnicalproblems”．推理可知，航空公司很有可能因为恶劣天气、行李主人不明以及技术等问题导致耽误顾客，以及被投诉，此时使顾客满意是很重要的市场手段。
16．Whichofthefollowingisconveyedinthisarticle?
A．Facetofaceservicecreatescomfortablefeelingsamongcustomers.
B．Companiesthatpromisemorewillnaturallyattractmorecustomers.
C．Acompanyshouldpromiselessbutdomoreinacompetitivemarket.
D．Customerdelightismoreimportantforairlinesthanforbanks.
答案：
C。
事实理解题。
A面对面的服务创造顾客中舒适的感觉；B承诺更多的公司自然吸引更多的顾客；C在激烈的市场竞争中，公司应该少承诺，多做实事；D顾客满意度对于航空公司来说比银行更重要。
通读全文不难排除A、B、D三项，根据最后一段可知C项正确。
D
（2011·全国卷，E）
“Ididn'thearthemcallmyname，”explainedShelleyHennigtoActiveTeens（AT）asshetalkedaboutthatexcitingmomentonnationaltelevisionwhenshewonthehonorofMissTeenUSA2004.“Areyouready？
”iswhatsheheard.Thenshesaid，“Ishookmyheadno，andthentheysaid‘yes’anditwasannouncedagain.”
ItwasfourdaysafterthatlifechangingmomentfortheseventeenyearoldhighschoolstudentfromDestrehan,Louisianashewasstillon_cloud_nine.
“Iwassoshocked!
Ineverbelievedthatitcouldactuallyreallyhappen.”Presentintheaudience（观众）thatdaywere:
hermotherandfather,olderbrother,herfriends,andherdanceteacher.
Understandingwhymembersofherfamilyandherfriendswouldbethere，ATaskedwhyherdanceteacherhadtraveledsofartoseehercompete（比赛）.“She'salwaysbeenmyrolemodel.I'vedancedwithhersinceIwassix.She'sbeenthroughsomanydifficultiesandcamethroughthemall.I'velearnedtogetoverbadlife'sexperiencesandlearnedhowtomoveonbecauseofher.”
Oneofthosebadlife'sexperiencesforShelleyhappenedthreeyearsagowhenherbrotherBradwaskilledinadrunkdrivingaccident.Hewas18.Shefoundwritinghelpedhergetthroughtheroughdays.Shesaid,“Iwritealotaboutmybrother.Iwritealot,alot，alot...”
AsMissLouisianaTeen,shetraveledaroundthestatespeakingtoteens（青少年）aboutthedangersofdrinkinganddriving.InherroleasMissTeenUSA,Shelleywillcontinuetospeaktoyouthaboutsafedriving，inadditiontomanyotherthingstohelptheyouth.
WhenATaskedMissTeenUSAifshehad
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