高考英语阅读理解抓分训练67及答案Word文档格式.docx

1、g less upper-class, a scientific study of the Queens Christmas broadcasts had found. Researchers have studied each of her messages to the Commonwealth countries since 1952 to find out the change in her pronunciation from the noble Upper Received to the Standard Received.Jonathan Harrington, a profes

2、sor at Germanys University of Munich, wanted to discover whether accent （口音） changers recorded over the past half century would take place within one person. “As far as I know, there just is nobody else for whom there is this sort of broadcast records,” he said.He said the noble way of pronouncing v

3、owels （元音） had gradually lost ground as the noble upper-class accent over the past years. “Her accent sounds slightly less noble than it did 50 years ago. But these are very, very small and slow changes that we dont notice from year to year.”“We may be able to relate it to changes in the social clas

4、ses,” he told The Daily Telegraph, a British newspaper. “In 1952 she would have been heard saying thet men in the bleck het. Now it would be that man in the black hat. And hame rather than home. In the 1950s she would have been lorst, but by the 1970s lost.”The Queens broadcast is a personal message

5、 to the Commonwealth countries. Each Christmas, the 10-minute broadcast is put on TV at 3 pm in Britain as many families are recovering from their traditional turkey lunch. （传统火鸡午餐）.The results were published （发表） in the Journal of Phonetics.46. The Queens broadcasts were chosen for the study mainly

6、 because _. A. she has been Queen for many years B. she has a less upper-class accent now C. her speeches are familiar to many people D. her speeches have been recorded for 50 years47. Which of the following is an example of a less noble accent in English? A. “duaty” B. “citee” C. “hame” D. “lorst”

7、48. We may infer from the text that the Journal of Phonetics is a magazine on _. A. speech sounds B. Christmas customsC. TV broadcasting D. personal messages49. What is the text mainly about?A. The relationship between accents and social classes.B. The Queens Christmas speeches on TV.C. The changes

8、in a persons accent.D. The recent development of the English language.参考答案-46-549、DBAC（2011浙江卷，C）In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what commpaines are trying to achieve in order to keep and increas

9、e market share.It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who

10、 feel their complaints are handled fairly will stay loyal.New challenges for customer care have come when people can obtain goods and services through telephone calls centers and the Internet.For example，many companies now have to invest （投资）a lot of money in information technology and staff trainin

11、g in order to cope with the “phone_rage”caused by delays in answering call，being cut off in midconversation or left waiting for long periods.“Many people do not like talking to machines，”says Dr，Storey，Senior lecturer in Marketing at City University Business School.“Banks ，for example，encourage staf

12、f at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust themthe sort of comfortable feelings people have during facetoface chats with their local branch manager.”Recommended ways of creatin

13、g customer delight include：underpromising and overdelivering （saying that a repair will be carried out within five hours，but getting it done within two） replacing a faulty product immediately；throwing in a gift voucher （购物礼券）as an unexpected “thank you” to regular customers; and always returning cal

14、ls, even when they are complaints.Aiming for customer delight is all very well，but if services do not reach the high level promised，disappointment or worse will be the result.This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy （for

15、 example，“I know how you must feel”），and possible solutions （replacement，compensation or whatever fairness suggests best meets the case）Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.For British Airways staff，a winning telephone style i