Test 18

　　Ⅰ.閱讀理解

　　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(購物禮券)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　根據“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解決顧客的投訴，會提升購物信心。

　　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指的是顧客用電話方式投訴，表達不滿和怒氣。

　　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　根據“usual standards with empathy (for example，“I know how you must feel”)”可知，此處表達同情的話應是：“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　根據“Airlines face some of the toughest challenges over customer care.”可知，航空公司面臨的壓力最大，問題最多。

　　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　根據“On the other hand，the more customers are promised，the greater the risk of disappointment.”可知，不應承諾給顧客太多。承諾越多，顧客失望的風險越多。

　　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(葬禮) 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　根據第二段“She never wore it.She was saving it for a special occasion.”可知，她等待特殊的場合才舍得穿。

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

　　A．Treasure.

　　B．Waste.

　　C．Own.

　　D．Save.

　　答案　A

　　解析　根據上句“Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.”和整個文章的大意，可猜測cherish的意思為“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　根據最后一段“So cherish every day and find the true meaning of your life.”可推出B項正確。

　　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　根據文章的篇章結構，從生活中的一件事引發的對人生的理解，是對整個文章的主旨大意的理解，最后一段和第一段首尾呼應，應選C項。

　　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　根據文章脈絡，主題明顯突出，就是對人生意義的認識，要珍惜每一天。

　　Ⅱ.微寫作

　　寫作素材

　　1．這些讓我想起了我媽媽，她一直在盡力讓我擁有最好的。

　　2．我總是認為學習好、工作好是我唯一的報答方式。

　　3．這幅圖讓我堅信了一點：做一個好孩子要比做一個好學生更重要。

　　(素材來源于2011·江蘇·書面表達)

　　提示：盡量使用高級表達：定語從句；賓語從句；現在完成進行時；以及it作形式主語等。

　　連句成篇(將以上句子連成一篇50詞左右的英語短文)

　　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.競爭的　compete v．競爭　competition n．競爭　compete with/against和……競爭　compete for爭奪……　compete in參加……的競爭　in competition with與……競爭

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

　　3．up to達到；做某事；能勝任　It’s up to sb.to do...由某人決定做……　up to speed掌握最新情況

　　4．hold back阻擋；克制　hold on抓牢　hold out堅持；伸出　hold up舉起；支撐；耽擱

　　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為形式主語，真正的主語為that從句。receiving good service為現在分詞短語作后置定語，修飾customers，介詞短語by telling up to 12 other people作方式狀語修飾promote。

　　如何處理較難的閱讀材料？

　　1．學會讀長難句，不做結構分析

　　2．快速讀懂文章大意，放棄細節

　　以往大家做題通常都是從頭到尾讀完，能讀懂多少就讀多少，但是做題的時候發現選項都差不多，甚至某些錯誤選項和原文的某處細節一模一樣，所以做這類題時細讀原文毫無意義。大家記住，在做這類題時，細節性問題可以不看。本節中A篇文章比較長，如果認真閱讀的話，需要很多時間，這會影響后面的答題，故對這類文章可以采用快速閱讀的方法，重視段落的開頭結尾句，體會文章的大意，同時把一些重要的詞匯和句子等隨時劃出來，以利于后面的答題所需。這樣不但節約時間，還會提高答題的準確率。

　　3．關注問題所問

　　題目問什么才找什么，而不是題目中有什么找什么。很多題存在誤導，如題目說原文第幾段第幾行說到了什么什么，問你表達了什么(或其他問題)。很多學生就在原文那段那行去找，而實際上題目問的是“表達的是什么”，那么我們就該找這段的前后部分，而不是這段這行說的話。這類題通常是誤導學生為主，通常有明顯的時間、地點、人物、事件或原文位置等，將學生的視線吸引到那方面去，引導考生主觀猜測，然后問一個和這方面關系不是很大的問題，以達到干擾目的。

　　Test 18

　　Ⅰ.閱讀理解

　　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(購物禮券)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　根據“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解決顧客的投訴，會提升購物信心。

　　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指的是顧客用電話方式投訴，表達不滿和怒氣。

　　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　根據“usual standards with empathy (for example，“I know how you must feel”)”可知，此處表達同情的話應是：“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　根據“Airlines face some of the toughest challenges over customer care.”可知，航空公司面臨的壓力最大，問題最多。

　　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　根據“On the other hand，the more customers are promised，the greater the risk of disappointment.”可知，不應承諾給顧客太多。承諾越多，顧客失望的風險越多。

　　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(葬禮) 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　根據第二段“She never wore it.She was saving it for a special occasion.”可知，她等待特殊的場合才舍得穿。

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

　　A．Treasure.

　　B．Waste.

　　C．Own.

　　D．Save.

　　答案　A

　　解析　根據上句“Every morning when I open my eyes，I tell myself that every day，every minute，every breath，truly is a gift.”和整個文章的大意，可猜測cherish的意思為“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　根據最后一段“So cherish every day and find the true meaning of your life.”可推出B項正確。

　　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　根據文章的篇章結構，從生活中的一件事引發的對人生的理解，是對整個文章的主旨大意的理解，最后一段和第一段首尾呼應，應選C項。

　　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　根據文章脈絡，主題明顯突出，就是對人生意義的認識，要珍惜每一天。

　　Ⅱ.微寫作

　　寫作素材

　　1．這些讓我想起了我媽媽，她一直在盡力讓我擁有最好的。

　　2．我總是認為學習好、工作好是我唯一的報答方式。

　　3．這幅圖讓我堅信了一點：做一個好孩子要比做一個好學生更重要。

　　(素材來源于2011·江蘇·書面表達)

　　提示：盡量使用高級表達：定語從句；賓語從句；現在完成進行時；以及it作形式主語等。

　　連句成篇(將以上句子連成一篇50詞左右的英語短文)

　　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.競爭的　compete v．競爭　competition n．競爭　compete with/against和……競爭　compete for爭奪……　compete in參加……的競爭　in competition with與……競爭

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

　　3．up to達到；做某事；能勝任　It’s up to sb.to do...由某人決定做……　up to speed掌握最新情況

　　4．hold back阻擋；克制　hold on抓牢　hold out堅持；伸出　hold up舉起；支撐；耽擱

　　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為形式主語，真正的主語為that從句。receiving good service為現在分詞短語作后置定語，修飾customers，介詞短語by telling up to 12 other people作方式狀語修飾promote。

　　如何處理較難的閱讀材料？

　　1．學會讀長難句，不做結構分析

　　2．快速讀懂文章大意，放棄細節

　　以往大家做題通常都是從頭到尾讀完，能讀懂多少就讀多少，但是做題的時候發現選項都差不多，甚至某些錯誤選項和原文的某處細節一模一樣，所以做這類題時細讀原文毫無意義。大家記住，在做這類題時，細節性問題可以不看。本節中A篇文章比較長，如果認真閱讀的話，需要很多時間，這會影響后面的答題，故對這類文章可以采用快速閱讀的方法，重視段落的開頭結尾句，體會文章的大意，同時把一些重要的詞匯和句子等隨時劃出來，以利于后面的答題所需。這樣不但節約時間，還會提高答題的準確率。

　　3．關注問題所問

　　題目問什么才找什么，而不是題目中有什么找什么。很多題存在誤導，如題目說原文第幾段第幾行說到了什么什么，問你表達了什么(或其他問題)。很多學生就在原文那段那行去找，而實際上題目問的是“表達的是什么”，那么我們就該找這段的前后部分，而不是這段這行說的話。這類題通常是誤導學生為主，通常有明顯的時間、地點、人物、事件或原文位置等，將學生的視線吸引到那方面去，引導考生主觀猜測，然后問一個和這方面關系不是很大的問題，以達到干擾目的。