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1、.吉林省通化市2014高考英语最后冲刺 阅读理解练习6In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share. It is accepted in the marketing industry, and confirmed
2、 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 feel their complaints are handled fairly will stay loyal. New challen
3、ges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage” caused by delays in answerin
4、g calls, being cut off in mid-conversation 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 staff at call centers to use customer data to establish instan
5、t and good relationship with them. The aim is to make the customer feel they know you that you can trust themthe sort of comfortable feelings people have during face-to-face chats with their local branch manager.”Recommended ways of creating customer delight include:under-promising and over-deliveri
6、ng(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 calls, even when they are complaints. Aiming for customer d
7、elight 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 example, “I know how you must feel” ), and possible
8、 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 ange
9、r over delays caused by weather, unclaimed luggage and technical problems. For British Airways staff, a winning telephone style is considered vital in handing the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a“we are here t
10、o help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen. British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highes
11、t standards of service.Customer care is obviously here to stay and it would be a foolish company that used slogans such as“we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment. 1. We can learn from Paragraph 2 that.A. complaining customers a
12、re hard to satisfyB. unsatisfied customers receive better serviceC. satisfied customers catch more attentionD. well-treated customers promote business2. The writer mentions“phone rage” (Paragraph 3) to show that.A. customers often use phones to express their angerB. people still prefer to buy goods
13、onlineC. customer care becomes more demandingD. customers rely on their phones to obtain services3. What does the writer recommend to create customer delight? A. Calling customers regularly.B. Giving a“thank you” note.C. Delivering a quicker service. D. Promising more gifts.4. If a manager should sh
14、ow his empathy(Paragraph 6), what would he probably say? A. “I know how upset you must be.”B. “I appreciate your understanding.”C. “Im sorry for the delay.”D. “I know its our fault.”5. Customer delight is important for airlines because.A. their telephone style remains unchangedB. they are more likel
15、y to meet with complaintsC. the services cost them a lot of moneyD. the policies can be applied to their staff6. Which of the following is conveyed in this article? A. Face-to-face service creates comfortable feelings among customers.B. Companies that promise more will naturally attract more custome
16、rs.C. A company should promise less but do more in a competitive market.D. Customer delight is more important for airlines than for banks.【参考答案】73.1-5 DCCAB 6 C 史地自然型阅读理解(二)-BBesides containing attractive flowers, trees and other plants that beautify the community, ecofriendly rain gardens(雨水花
17、园) are healthy for the environment and the people living and working nearby.A rain garden is not very different from a traditional garden. It is just a far more ecofriendly garden. Usually it is built lower than the ground. Rain gardens make smart use of rain and storm water by temporarily hol
18、ding water from rain and storms and letting it soak(浸入)slowly into the ground before it runs into streams or enters the public drinking water supply.Thus, a rain garden keeps the water, allowing it to be used as needed by plants in the rain garden, rather than flowing immediately into nearby streams
19、 and going unused. The water will soak slowly into the ground within a day or two. This creates an advantage that the rain garden does not allow mosquitoes to breed. This is a simple, attractive, and ecofriendly “green” way to treat storm water.What's more, planting a rain garden helps red
20、uce pollution and improve the environment. Without using expensive machinery and chemicals, rain gardens remove harmful chemicals in the rainwater and cut down on the amount of pollution reaching streams and rivers by up to 30%.Native plants are recommended for rain gardens because they are more use
21、d to the local climate, soil, and water conditions. They may attract local wildlife such as native birds. Water your rain garden immediately after planting and once a week, unless you have had at least an inch of rain during the week. Once native plants establish the necessary root system, they will
22、 require little care.Often, local governments and private businesses develop large rain gardens in their yards and in public parks as a way to improve the environment and solve flooding problems. However, you don't need to be a professionally environmental engineer to create a rain garden. As lo
23、ng as you're ecoconscious homeowners, you can help the environment by building smaller rain gardens in your yards.1. Which of the following is NOT true for the function of rain gardens?AThey are good for living conditions.BThey increase pollution.CThey can beautify the community.DThey impr
24、ove the environment.2. Which of the following is the ecofriendly function of rain gardens discussed in Paragraph 4?AThey can keep the rain and storm water.BThey can help reduce the pollution problem.CThey can be healthy for the people around.DThey can make the environment more beautiful.3. One
25、 of the main reasons why native plants are recommended is that_Athey cost less and are much easier to getBthey may attract local wildlife to comeCthey require little care from the local gardenerDthey are more used to the local growing conditions4. What do we know about rain gardens?AThey need little
26、 water after all the plants are planted.BThey usually need at least an inch of rainwater a week.CThey may attract local birds and change the local climate.DThey may reduce the water pollution problem by 70%.5. Who are the intended readers of the passage?AHomeowners.BStudents.CEngineers.DEducators.【参
27、考答案解析】B【要点综述】 本文主要介绍了环境友好型的雨水花园是如何运作的。1B由第四段“What's more, planting a rain garden helps reduce pollution and improve the environment.”可知，雨水花园不会增加污染，故B项有误。由第一段“Besides containing attractive flowers, trees and other plants that beautify the community, ecofriendly rain gardens(雨水花园) are health
28、y for the environment and the people living and working nearby.”可知雨水花园可以美化社区、改善环境以及对居住环境有益，为环境友好型花园，故A、C、D三项正确。2B由第四段“What's more, planting a rain garden helps reduce pollution and improve the environment.”可知，雨水花园可帮助减少污染。3D由第五段“Native plants are recommended for rain gardens because they are more
29、 used to the local climate, soil, and water conditions.”可知，建议种本地的植物是因为本地的植物更适应本地的环境。4B由第五段第三句“Water your rain garden immediately after planting and once a week, unless you have had at least an inch of rain during the week.”可知，雨水花园在一个星期中需要至少一英寸的雨水。5A由本文最后一句“As long as you're ecoconscious ho
30、meowners, you can help the environment by building smaller rain gardens in your yards.”可知本文主要写给私房屋主。 社会生活类 As students and teachers returned to school on Monday after the publication of performance ratings(等级) for 18,000 teachers, many parents said they were giving the reports serious thought. Yet t
31、here was an equal measure of skepticism among parents that tests cores have any relationship with teachers competence.Some said they already knew how good a teacher was by walking into the classroom or by monitoring their childrens progress. “Im the kind of person who likes to see for themselves,” a
32、 father in Queens said.Others worried about how their fellow parents, perhaps ones with sharper elbows, might respond.Will they demand a new teacher? Move their children to a new school?Elizabeth Sane, the mother of a fourth grader at the Ella Baker School, a kinder garten-through-eighth-grade schoo
33、l on the Upper East Side, said that her daughter was switched to a different teachers class over the summer, and that it was “like adding salt to the wound” when she saw the high ratings for her daughters previous teacher. Her daughters teacher this year did not receive a rating because he previousl
34、y taught high school.Ms. Sane said that the rating was not the only factor that influenced how she assessed a teachers performance, but that the data used for teacher evaluations mattered.But other parents dropping their children off at the Ella Baker School said they did not trust teacher ratings b
35、ased on test scores any more than they wanted their childrens learning measured only by the state exams.“Some people take it as the final word, but it doesnt change who they are as teachers. The ratings arent accurate, and the whole student testing thing needs to be thrown out,”said Lydia Delga do,
36、whose child is in the second grade.41.Paragraph 1 tells us that_.A. all the teachers received a rating given by the studentsB. all the teachers will receive a rating at the end of each semesterC. most parents took the teachers ratings seriouslyD. about half of the parents doubted the ratings to be r
37、eliable42.What does the underlined part “with sharper elbows” mean?A. With the ability to change the situation.B. With a good relationship with the school.C. With a stong will tosucceed.D. With strong elbows physically. 43.Paragraph 4 shows that Elizabeth Sane . A. was on the side of giving ratings
38、to the teachersB. regretted having senther daughter to another class C. didnt think her daughters previous teacher was betterD. wanted her daughterto return to her previous class44. Which of the following statements is true?A. The teacher ratings were decided by the test scores of the students.B. Ms
39、. Sane evaluated a teachers performance only by the rating.C. Lydia Delgado didnt think the students scores should be kept.D. To give ratings to teachers will come to an end in the near future.45.The attitude of the author towards the way to assess teachers competence is .A. supportiveB. criticalC. indifferentD. objective【参考答案】80.DABAD;- 9 -