甘肃省天水市秦安县第二中学届高三上学期第四次检测英语试题Word下载.docx

1、AMost of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.Shoppers seldom complain to the manager or owner of a retail store, but instead they will alert their friends, relatives, co-workers, strangersand anyone who wil

2、l listen.Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.“Storytelling hurts retailers and entertains consumers,” said Paula Court

3、ney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more d

4、ue to negative review. The resulting “snowball effect” can be disastrous to retailers.According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.The most common complaints include filled parking lots, clutt

5、ered （塞满了的） shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.During peak shopping hours, some retailers solved parking problems by getting moonlighting （业余兼职的） local police to work as parking attendants. Some hired flag wavers to direct customers to empty par

6、king spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers,

7、and having sales representatives on hand to answer questions.Most importantly, salespeople should be diplomatic and polite with angry customers.“Retailers whore responsive and friendly are more likely to smooth over issues than those who arent so friendly,” said Professor Stephen Hoch. “Maybe someth

8、ing as simple as a greeter at the store entrance would help.”Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.1. Why are store manag

9、ers often the last to hear complaints?A. Most customers wont bother to complain even if they have had unhappy experiences.B. Customers have no easy access to store managers.C. Few customers believe the service will be improved.D. Customers would rather relate their unhappy experiences to people arou

10、nd them.2. What does Paula imply by saying “the shopper must also find a replacement” （Line 2, Para. 4）A. New customers are bound to replace old ones. B. Most stores provide the same kind of service.C. Not complaining to manager causes the shopper some trouble too.D. It is not likely the shopper can

11、 find the same products in other stores.3. Shop owners often hire moonlighting police as parking attendants so that shoppers_.A. can stay longer browsing in the store B. wont have trouble parking their carsC. wont have any worrier about security D. can find their cars easily after shopping4. What co

12、ntributes most to smoothing over issues with customers?A. Design of store layout. B. Hiring of efficient employees C. Huge supply of goods for sale. D. Manners of the salespeople.5. To achieve better shopping experiences, customers are advised to _.A. exert pressure on stores to improve their servic

13、eB. voice their dissatisfaction to store managers directlyC. settle their disputes with stores in a diplomaticD. shop around and make comparisons between stores BRecently Cathy Hagner sadly finds that life for her and her three children is set to permanent（永久的）fast-forward. Their full school day and

14、 her job as a lawyers assistant are busy enough. But Hanger also has to take the two boys to soccer or hockey or basketball while dropping off her daughter at piano lessons or Girl Scout Club. Often, the exhausted family doesnt get home until 7 pm. There is just time for a quick supper before homewo

15、rk. In todays world, middle-class American and British parents treat their children as if they are competitors racing for some finishing line. Parents take their children from activity to activity in order to make their future bright. It seems that raising a genius has become a more important goal t

16、han raising a happy and well-balanced child. “Doctors across the country are reporting a growing number of children suffering from stomachaches and headaches due to exhaustion and stress,” says child expert William Doherty of the University of Minnesota. Teachers are dealing with exhausted kids in t

17、he classroom. Its a very serious problem. Many children attend after-school clubs by necessity. But competitive pressures also create an explosion of activities. They include sports, language, music and math classes for children as young as four. “There is a new parenting trend under way which says

18、that you have to tap all your childs potential at a young age; otherwise you will let him down,” says Terry Apter, a Cambridge-based child and adolescent psychiatrist（青少年精神病专家）. “It isnt entirely new: there have always been pushy parents. But what was previously seen as strange behavior is now well

19、accepted.” 6. From the second paragraph of this passage we can find that _. A. Hagner busies herself by following a trendB. Hagner doesnt spend much time on her full-time jobC. Hagner is interested in sports and musicD. Hagner wastes much time helping her childrens lessons7. British parents, as the

20、writer described in this passage, _. A. treat their children as sports players B. give their children little time to develop freelyC. bring up their children in a simple way D. pay no attention to their children8. The writers opinion about after-school clubs is that _. A. activities in the country a

21、re too competitive B. children should attend four clubs at a timeC. clubs should have more subjects for school childrenD. some clubs result in competitive pressures9. The last paragraph tells us that in Britain _. A. parents used to take their children to every clubB. parents have all benefited from

22、 childrens clubsC. parents used to be wise on how to raise childrenD. parents have come to know the standard of education COne of the most traditional features of American culture is to respect the self-made man the man who has risen to the top through his own efforts, usually beginning by working w

23、ith his hands. While the leader in business or industry or the college professor occupies a higher social position and commands greater respect in the community than the common laborer or even the skilled factory worker, he may take pains to point out that his father started life in America as a far

24、mer or laborer of some sort.This attitude toward manual（体力的） labor is now still seen in many aspects of American life. One is invited to dinner at a home that is not only comfortably but even luxuriously （豪华地） furnished and in which there is every evidence of the fact that the family has been able t

25、o afford foreign travel, expensive hobbies, and college education for the children; yet the hostess probably will cook the dinner herself, will serve it herself and will wash dishes afterward, furthermore the dinner will not consist merely of something quickly and easily assembled from contents of v

26、arious cans and a cake or a pie bought at the nearby bakery. On the contrary, the hostess usually takes pride in careful preparation of special dishes. A professional man may talk about washing the car, digging in his flowerbeds, painting the house. His wife may even help with these things, just as

27、he often helps her with the dishwashing. The son who is away at college may wait on table and wash dishes for his living, or during the summer he may work with a construction gang on a highway in order to pay for his education. 10. From paragraph 1, we can know that in America _.A. people can always

28、 rise to the top through their own effortsB. people tend to have a high opinion of the self-made man C. college professors win great respect from common workersD. people feel painful to mention their fathers as labors.11. According to the passage, the hostess cooks dinner herself mainly because _.A.

29、 servants in American are hard to get B. It is easy to prepare a meal with canned foodC. she can hardly afford servants D. she takes pride in what she can do herself12. The expression “wait on table” in the second paragraph means “_”.A. work in a furniture shop B. keep accounts for a barC. serve cus

30、tomers in a restaurant D. wait to lay the table DAs a junior at McGill University, Doreen Sykora had a difficult time when she first began college. She said, “I was always well prepared for my examinations. But when I go into class to take the exam, I would fall apart. I could just blank out because

31、 of nervousness and fear.” Hitoshi Sakamoto, an anthropology（人类学） student at Temple University in Tokyo reports similar experiences.These two young students were experiencing something called test anxiety. Because a student worries and is stressed about a test, his or her mind does not work as well as it usually does. The student cannot write or think clearly because of the severe tension and nervousness.Now there are special university courses to help students. In these courses, advisors and psychologists try