12级二学期英语考试答案.docx

1、12级二学期英语考试答案Reading1High-quality customer service is preached(宣扬) by many ,but actually keeping customers happy is easier said than doneShoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will liste

2、n.Store managers are often the last to hear complaints, and often find out only when their regular customers decide t frequent their competitors, according to a study jointly conducted by Verde group and Wharton school“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, Pres

3、ident 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 other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negat

4、ive reviews. 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, cluttered (塞满了的

5、) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.During peak shopping hours, some retailers solved the 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 parking spa

6、ces. 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, and havi

7、ng 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 something as s

8、imple 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 managers ofte

9、n the last to hear complaints? A Most customers wont bother to complain even if they have had unhappy experiences.B Customers would rather relate their unhappy experiences to people around them.C Few customers believe the service will be improved.D Customers have no easy access to store managers.2.

10、What does Paula Courtney imply by saying “ the shopper must also find a replacement”?A New customers are bound to replace old ones.B It is not likely the shopper can find the same products in other stores.C Most stores provide the sameD Not complaining to the manager causes the shopper some trouble

11、too.3. Shop owners often hire moonlighting police as parking attendants so that shoppers_A can stay longer browsing in the storeB wont have trouble parking their carsC wont have any worries about securityD can find their cars easily after shopping4. What contributes most to smoothing over issues wit

12、h customers?A Manners of the salespeopleB Hiring of efficient employeesC Huge supply of goods for saleD Design of the store layout.5. To achieve better shopping experiences, customers are advised to _.A exert pressure on stores to improve their serviceB settle their disputes with stores in a diploma

13、tic wayC voice their dissatisfaction to store managers directlyD shop around and make comparisons between stores2We bet that on cold wintry days, many of you love to stay in your warm home and, every now and then，come out into the kitchen for a snack. Unfortunately, plenty of creepy-crawly critters

14、(爬行生物) like to do the same thing!Winter is the time when bugs (虫子) invade your house without an invitation. The season can be tough for such creatures. In winter the air is cold, the ground is hard and many trees have no leaves. So bugs do what they have to do to survive.Monarch butterflies head sou

15、th to warmer climates. Ants crowd in deep underground colonies and eat food they have been storing all year. Many insects go into a deep sleep called diapauses. There re different kinds of diapauses, but all are similar to hibernation, a time when bigger animals become inactive in the cold. Insects

16、go into an inactive period, too, but it often isn t when the temperature drops.They rely on more dependable signals in the environment. For example, many insects can tell how much sunlight there s each day. They use that to tell themselves when to shut down. Bugs are cold-blooded, meaning that their

17、 inside temperature is the same as the outside. They can t move much when it gets below 40 degrees Fahrenheit. So they search for any warm place.They re looking for protection. These guys have been doing this for 300 million years, so they don t really know they re coming into your house. The home i

18、s a recent event in terms of their evolutionary behavior. They enter through tiny cracks or come in unnoticed on your clothes or shoes. Remember that they may be invading your homes for warmth and food, but they dont care about humans.1. What is the purpose of the first paragraph?A. To point out tha

19、t humans like to stay at home in winter.B. To mean that humans and bugs have the same living habits.C. To mean that bugs will invade humans houses for their winter.D. To put forward the idea that bugs are not welcome in winter.2According to the text, what is diapauses?A. It is the same as the animal

20、s hibernation.B. It often appears in warm areas all the year.C. It is done to keep bugs active in winter.D. It is a deep sleep similar to hibernation.3What often decides bugs diapauses?A. The lower local temperature.B. The amount of sunlight.C. Kinds of environmental signals.D. The insects inside te

21、mperature.4According to the text, bugs invade humans homes to_.A. attack humansB. look for enough foodC. seek for protectionD. show their evolutionary results5What would be the best title for the text?A. Bugs life on cold wintry daysB. Why do bugs invade your home in winter?C. Good relations between

22、 humans and bugsD. What does diapauses mean?3In the United States elementary education begins at the age of six. At this stage nearly all the teachers are women, mostly married. The atmosphere is usually very friendly, and the teachers have now accepted the idea that the important thing is to make t

23、he children happy and interested. The old authoritarian (要绝对服从的) methods of education were discredited (不被认可) rather a long time ago - so much so that many people now think that they have gone too far in the direction of trying to make children happy and interested rather than giving them actual ins

24、truction. The social education of young children tries to make them accept the idea that human beings in a society need to work together for their common good. So the emphasis is on co-operation rather than competition throughout most of this process. This may seem curious, in view of the fact that

25、American society is highly competitive; however, the need for making people sociable in this sense has come to be regarded as one of the functions of education. Most Americans do grow up with competitive ideas, and obviously quite a few as criminals, but it is not fair to say that the educational sy

26、stem fails. It probably does succeed in making most people sociable and ready to help one another both in material ways and through kindness and friendliness.1. According to the passage, the U.S. elementary education is supposed to make children_.A. sensible and sensitive B. competitive and interest

27、edC. curious and friendly D. happy and co-operative2. Some Americans complain about elementary schools because they think_.A. children are reluctant to help each otherB. schools lay too much emphasis on co-operationC. children should grow up with competitive ideasD. schools give little actual instru

28、ction to children3. The authors attitude towards American education can be best described as_.A. favorable B. negativeC. tolerant D. unfriendly4. The American educational system emphasizes_.A. material wealth B. competitionC. co-operation D. personal benefit5. The word sociable (Line 8, Paragraph 2)

29、 most probably means_.A. fond of talking freelyB. friendly with other peopleC. concerned about social welfareD. happy at school4Kidnappers are rarely interested in animals, but they recently took considerable interest in Mrs. Eleanor Ramsays cat. Mrs. Eleanor Ramsay, a very wealthy old lady, has sha

30、red a flat with her cat, Rastus, for a great many years. Rastus leads an orderly life. He usually takes a short walk in the evenings and is always home by seven oclock. One evening, however, he failed to arrive. Mrs. Ramsay got very worried. She looked everywhere for him but could not find him.Three

31、 days after Rastus disappearance, Mrs. Ramsay received an anonymous letter. The writer stated that Rastus was in safe hands and would be returned immediately if Mrs. Ramsay paid a ransom of $1,000. Mrs. Ramsay was instructed to place the money in a cardboard box and to leave it outside her door. At

32、first she decided to go to the police, but fearing that she would never see Rastus again - the letter had made that quite clear - she changed her mind. She withdrew $1000 from her bank and followed the kidnappers instructions. The next morning, the box had disappeared but Mrs. Ramsay was sure that the kidnapper would keep his word. Sure enough, Rastus