Test 18

　　Ⅰ.阅读理解

　　A

　　In 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 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,80 percent of people who 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 call centers and the Internet.For example，many companies now have to invest a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering 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 instant and good relationship with them.The aim is to make the customer feel they know you and that you can trust—the 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-delivering (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 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 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 is considered vital in handling 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 to 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 highest 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 are hard to satisfy

　　B．unsatisfied customers receive better service

　　C．satisfied customers catch more attention

　　D．well-treated customers promote business

　　答案　D

　　解析　根据“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解决顾客的投诉，会提升购物信心。

　　2．The writer mentions “phone rage”(Paragraph 3) to show that ________.

　　A．customers often use phones to express their anger

　　B．people still prefer to buy goods online

　　C．customer care becomes more demanding

　　D．customers rely on their phones to obtain services

　　答案　A

　　解析　phone rage指的是顾客用电话方式投诉，表达不满和怒气。

　　3．If a manager should show his empathy (Paragraph 6)，what would he probably say?

　　A．“I know how upset you must be.”

　　B．“I appreciate your understanding.”

　　C．“I’m sorry for the delay.”

　　D．“I know it’s our fault.”

　　答案　A

　　解析　根据“usual standards with empathy (for example，“I know how you must feel”)”可知，此处表达同情的话应是：“I know how upset you must be.”。

　　4．Customer delight is important for airlines because ________.

　　A．their telephone style remains unchanged

　　B．they are more likely to meet with complaints

　　C．the services cost them a lot of money

　　D．the policies can be applied to their staff

　　答案　B

　　解析　根据“Airlines face some of the toughest challenges over customer care.”可知，航空公司面临的压力最大，问题最多。

　　5．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 customers.

　　C．A company should promise less but do more in a competitive market.

　　D．Customer delight is more important for airlines than for banks.

　　答案　C

　　解析　根据“On the other hand，the more customers are promised，the greater the risk of disappointment.”可知，不应承诺给顾客太多。承诺越多，顾客失望的风险越多。

　　B

　　Everybody has had at least one experience from which he knows the meaning of life.This time，which took place several years ago，but seems as if it just happened.

　　On an afternoon several years ago，my brother-in-law opened the bottom drawer of my sister’s dress and picked out a beautiful skirt.“Jan bought this the first time we went to New York，at least 8 or 9 years ago.She never wore it.She was saving it for a special occasion.” he said.I guess this was the occasion：it was the funeral(葬礼) of my sister，after her unexpected death.

　　He took the skirt and put it on bed，with the other clothes we were taking to the funeral.Then he closed the drawer and turned to me，“Don’t ever save anything for a special occasion.Every day you’re alive is a special occasion.”

　　I’m thinking about his words，and they’ve changed the way I live my life.I’m spending more time with my family and friends and less time in committee meetings.Whenever possible，life should be a kind of experience to enjoy，not to suffer.“Someday” and “one of these days” are losing their importance on my vocabulary.If it’s worth seeing or hearing or doing，I want to see and hear and do it now.

　　Ever since that day，I have been trying very hard not to put off，hold back or save anything that would add laughter and color to our lives.Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.So cherish every day and find the true meaning of your life.

　　6．Why did Jan buy the beautiful skirt but didn’t wear it?

　　A．She waited for a special occasion to wear it on.

　　B．She wanted to keep it for someone else.

　　C．She saved it till she grew up.

　　D．She would give it to herself as a gift some day.

　　答案　A

　　解析　根据第二段“She never wore it.She was saving it for a special occasion.”可知，她等待特殊的场合才舍得穿。

　　7．What does the underlined word “cherish” mean?

　　A．Treasure.

　　B．Waste.

　　C．Own.

　　D．Save.

　　答案　A

　　解析　根据上句“Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.”和整个文章的大意，可猜测cherish的意思为“珍惜”。

　　8．From his experience，the author learns that ________.

　　A．everybody can have a happy life through efforts

　　B．every day in our lives is worth cherishing

　　C．enjoying ourselves is the most important thing in our lives

　　D．everybody will have some things left to do after his death

　　答案　B

　　解析　根据最后一段“So cherish every day and find the true meaning of your life.”可推出B项正确。

　　9．What does the author write this passage for?

　　A．To show how to make good use of every day in life.

　　B．To explain the true meaning of his brother-in-law’s words.

　　C．To tell people to cherish every day and find the meaning of life.

　　D．To encourage people to waste time and enjoy themselves in life.

　　答案　C

　　解析　根据文章的篇章结构，从生活中的一件事引发的对人生的理解，是对整个文章的主旨大意的理解，最后一段和第一段首尾呼应，应选C项。

　　10．What’s the best title for this passage?

　　A．Every Day Is a Gift

　　B．My Sister Jan

　　C．What Is the Meaningful Life Like

　　D．The Most Important Time in Your Life

　　答案　A

　　解析　根据文章脉络，主题明显突出，就是对人生意义的认识，要珍惜每一天。

　?、?微写作

　　写作素材

　　1．这些让我想起了我妈妈，她一直在尽力让我拥有最好的。

　　2．我总是认为学习好、工作好是我唯一的报答方式。

　　3．这幅图让我坚信了一点：做一个好孩子要比做一个好学生更重要。

　　(素材来源于2011·江苏·书面表达)

　　提示：尽量使用高级表达：定语从句；宾语从句；现在完成进行时；以及it作形式主语等。

　　连句成篇(将以上句子连成一篇50词左右的英语短文)

　　All this reminds me of my mother who has been doing whatever she could to let me have the best.And I have been thinking that studying well and working well is all that I can do in return.But now the picture convinces me it is more important to be a good child than a good student.

　　1．competitive adj.竞争的　compete v．竞争　competition n．竞争　compete with/against和……竞争　compete for争夺……　compete in参加……的竞争　in competition with与……竞争

　　2．complaint n．抱怨　complain v．抱怨　complain about抱怨　make a complaint about对……抱怨

　　3．up to达到；做某事；能胜任　It’s up to sb.to do...由某人决定做……　up to speed掌握最新情况

　　4．hold back阻挡；克制　hold on抓牢　hold out坚持；伸出　hold up举起；支撑；耽搁

　　5．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.句中it为形式主语，真正的主语为that从句。receiving good service为现在分词短语作后置定语，修饰customers，介词短语by telling up to 12 other people作方式状语修饰promote。

　　如何处理较难的阅读材料？

　　1．学会读长难句，不做结构分析

　　2．快速读懂文章大意，放弃细节

　　以往大家做题通常都是从头到尾读完，能读懂多少就读多少，但是做题的时候发现选项都差不多，甚至某些错误选项和原文的某处细节一模一样，所以做这类题时细读原文毫无意义。大家记住，在做这类题时，细节性问题可以不看。本节中A篇文章比较长，如果认真阅读的话，需要很多时间，这会影响后面的答题，故对这类文章可以采用快速阅读的方法，重视段落的开头结尾句，体会文章的大意，同时把一些重要的词汇和句子等随时划出来，以利于后面的答题所需。这样不但节约时间，还会提高答题的准确率。

　　3．关注问题所问

　　题目问什么才找什么，而不是题目中有什么找什么。很多题存在误导，如题目说原文第几段第几行说到了什么什么，问你表达了什么(或其他问题)。很多学生就在原文那段那行去找，而实际上题目问的是“表达的是什么”，那么我们就该找这段的前后部分，而不是这段这行说的话。这类题通常是误导学生为主，通常有明显的时间、地点、人物、事件或原文位置等，将学生的视线吸引到那方面去，引导考生主观猜测，然后问一个和这方面关系不是很大的问题，以达到干扰目的。

　　Test 18

　?、?阅读理解

　　A

　　In 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 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,80 percent of people who 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 call centers and the Internet.For example，many companies now have to invest a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering 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 instant and good relationship with them.The aim is to make the customer feel they know you and that you can trust—the 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-delivering (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 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 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 is considered vital in handling 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 to 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 highest 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 are hard to satisfy

　　B．unsatisfied customers receive better service

　　C．satisfied customers catch more attention

　　D．well-treated customers promote business

　　答案　D

　　解析　根据“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解决顾客的投诉，会提升购物信心。

　　2．The writer mentions “phone rage”(Paragraph 3) to show that ________.

　　A．customers often use phones to express their anger

　　B．people still prefer to buy goods online

　　C．customer care becomes more demanding

　　D．customers rely on their phones to obtain services

　　答案　A

　　解析　phone rage指的是顾客用电话方式投诉，表达不满和怒气。

　　3．If a manager should show his empathy (Paragraph 6)，what would he probably say?

　　A．“I know how upset you must be.”

　　B．“I appreciate your understanding.”

　　C．“I’m sorry for the delay.”

　　D．“I know it’s our fault.”

　　答案　A

　　解析　根据“usual standards with empathy (for example，“I know how you must feel”)”可知，此处表达同情的话应是：“I know how upset you must be.”。

　　4．Customer delight is important for airlines because ________.

　　A．their telephone style remains unchanged

　　B．they are more likely to meet with complaints

　　C．the services cost them a lot of money

　　D．the policies can be applied to their staff

　　答案　B

　　解析　根据“Airlines face some of the toughest challenges over customer care.”可知，航空公司面临的压力最大，问题最多。

　　5．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 customers.

　　C．A company should promise less but do more in a competitive market.

　　D．Customer delight is more important for airlines than for banks.

　　答案　C

　　解析　根据“On the other hand，the more customers are promised，the greater the risk of disappointment.”可知，不应承诺给顾客太多。承诺越多，顾客失望的风险越多。

　　B

　　Everybody has had at least one experience from which he knows the meaning of life.This time，which took place several years ago，but seems as if it just happened.

　　On an afternoon several years ago，my brother-in-law opened the bottom drawer of my sister’s dress and picked out a beautiful skirt.“Jan bought this the first time we went to New York，at least 8 or 9 years ago.She never wore it.She was saving it for a special occasion.” he said.I guess this was the occasion：it was the funeral(葬礼) of my sister，after her unexpected death.

　　He took the skirt and put it on bed，with the other clothes we were taking to the funeral.Then he closed the drawer and turned to me，“Don’t ever save anything for a special occasion.Every day you’re alive is a special occasion.”

　　I’m thinking about his words，and they’ve changed the way I live my life.I’m spending more time with my family and friends and less time in committee meetings.Whenever possible，life should be a kind of experience to enjoy，not to suffer.“Someday” and “one of these days” are losing their importance on my vocabulary.If it’s worth seeing or hearing or doing，I want to see and hear and do it now.

　　Ever since that day，I have been trying very hard not to put off，hold back or save anything that would add laughter and color to our lives.Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.So cherish every day and find the true meaning of your life.

　　6．Why did Jan buy the beautiful skirt but didn’t wear it?

　　A．She waited for a special occasion to wear it on.

　　B．She wanted to keep it for someone else.

　　C．She saved it till she grew up.

　　D．She would give it to herself as a gift some day.

　　答案　A

　　解析　根据第二段“She never wore it.She was saving it for a special occasion.”可知，她等待特殊的场合才舍得穿。

　　7．What does the underlined word “cherish” mean?

　　A．Treasure.

　　B．Waste.

　　C．Own.

　　D．Save.

　　答案　A

　　解析　根据上句“Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.”和整个文章的大意，可猜测cherish的意思为“珍惜”。

　　8．From his experience，the author learns that ________.

　　A．everybody can have a happy life through efforts

　　B．every day in our lives is worth cherishing

　　C．enjoying ourselves is the most important thing in our lives

　　D．everybody will have some things left to do after his death

　　答案　B

　　解析　根据最后一段“So cherish every day and find the true meaning of your life.”可推出B项正确。

　　9．What does the author write this passage for?

　　A．To show how to make good use of every day in life.

　　B．To explain the true meaning of his brother-in-law’s words.

　　C．To tell people to cherish every day and find the meaning of life.

　　D．To encourage people to waste time and enjoy themselves in life.

　　答案　C

　　解析　根据文章的篇章结构，从生活中的一件事引发的对人生的理解，是对整个文章的主旨大意的理解，最后一段和第一段首尾呼应，应选C项。

　　10．What’s the best title for this passage?

　　A．Every Day Is a Gift

　　B．My Sister Jan

　　C．What Is the Meaningful Life Like

　　D．The Most Important Time in Your Life

　　答案　A

　　解析　根据文章脉络，主题明显突出，就是对人生意义的认识，要珍惜每一天。

　　Ⅱ.微写作

　　写作素材

　　1．这些让我想起了我妈妈，她一直在尽力让我拥有最好的。

　　2．我总是认为学习好、工作好是我唯一的报答方式。

　　3．这幅图让我坚信了一点：做一个好孩子要比做一个好学生更重要。

　　(素材来源于2011·江苏·书面表达)

　　提示：尽量使用高级表达：定语从句；宾语从句；现在完成进行时；以及it作形式主语等。

　　连句成篇(将以上句子连成一篇50词左右的英语短文)

　　All this reminds me of my mother who has been doing whatever she could to let me have the best.And I have been thinking that studying well and working well is all that I can do in return.But now the picture convinces me it is more important to be a good child than a good student.

　　1．competitive adj.竞争的　compete v．竞争　competition n．竞争　compete with/against和……竞争　compete for争夺……　compete in参加……的竞争　in competition with与……竞争

　　2．complaint n．抱怨　complain v．抱怨　complain about抱怨　make a complaint about对……抱怨

　　3．up to达到；做某事；能胜任　It’s up to sb.to do...由某人决定做……　up to speed掌握最新情况

　　4．hold back阻挡；克制　hold on抓牢　hold out坚持；伸出　hold up举起；支撑；耽搁

　　5．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.句中it为形式主语，真正的主语为that从句。receiving good service为现在分词短语作后置定语，修饰customers，介词短语by telling up to 12 other people作方式状语修饰promote。

　　如何处理较难的阅读材料？

　　1．学会读长难句，不做结构分析

　　2．快速读懂文章大意，放弃细节

　　以往大家做题通常都是从头到尾读完，能读懂多少就读多少，但是做题的时候发现选项都差不多，甚至某些错误选项和原文的某处细节一模一样，所以做这类题时细读原文毫无意义。大家记住，在做这类题时，细节性问题可以不看。本节中A篇文章比较长，如果认真阅读的话，需要很多时间，这会影响后面的答题，故对这类文章可以采用快速阅读的方法，重视段落的开头结尾句，体会文章的大意，同时把一些重要的词汇和句子等随时划出来，以利于后面的答题所需。这样不但节约时间，还会提高答题的准确率。

　　3．关注问题所问

　　题目问什么才找什么，而不是题目中有什么找什么。很多题存在误导，如题目说原文第几段第几行说到了什么什么，问你表达了什么(或其他问题)。很多学生就在原文那段那行去找，而实际上题目问的是“表达的是什么”，那么我们就该找这段的前后部分，而不是这段这行说的话。这类题通常是误导学生为主，通常有明显的时间、地点、人物、事件或原文位置等，将学生的视线吸引到那方面去，引导考生主观猜测，然后问一个和这方面关系不是很大的问题，以达到干扰目的。