1、高考资源网（ ），您身边的高考专家课时作业34Unit 4Sharing.单项填空1The rivers have _， so they will have to spend much money irrigating the crops.Adried upBbuilt upCbroken upDgone up解析：句意：河水干涸了，他们只好花大量的钱来灌溉庄稼。dry up (指河流、井等)干涸；build up 逐渐增强，建立，开发；break up 打碎，分裂，解体；go up 上升，增长，升起。由句意可知A项正确。答案：A2All the _ blood must be tested
2、for HIV and other infections, which is important for the patients.AdeterminedBdonatedCdisabledDdisplayed解析：句意：所有的献血都必须接受艾滋病毒和其他传染病的检测，这对病人来说是很重要的。donated 捐赠的。determined 坚决的，有决心的；disabled 残废的，有缺陷的；displayed 展出的。由句意可知B项正确。答案：B3(2013浙江五校联考)A government official was murdered last Friday and the police a
3、re collecting information that is _ to the case.ArelevantBsimilarC. devotedDaddicted解析：be relevant to“与有关”，为固定结构。句意：一位政府官员上周五被谋杀；警察们正在搜集有关这个案件的信息。答案：A4(2013浙江萧山中学月考)He was caught by police for his drunk driving and his friend advised him to _.Adry outBdry upCdry downDdry off解析：dry out (使)戒酒瘾。dry up
4、(河流，水井)干涸；dry down 干涸；dry off 使变干。答案：A5(2013湖北四校期末联考)Obviously, strengthening strategic partnership is consistent with the _ interests of the two countries and their peoples.AtraditionalBpotentialCfundamentalDsecure解析：secure 安全的。句意：显然，加强策略合作与两个国家和他们人民的安全利益一致。potential 潜在的；traditional 传统的；fundamental
5、 基本的。答案：D6The money _ for this trip abroad has been ready.Ain advanceBin needCin chargeDin trouble解析：in need 需要。句意：这次国外旅行需要的钱已经准备好了。in advance 提前；in charge 负责；in trouble 处于困境中。答案：B7They have made a great _ to the rural economic improvement.AdonationBcongratulationCdistributionDcontribution解析：make a
6、contribution to 为做贡献。答案：D8Their excellent performance _ a large audience.Aadjusted toBattached toCreferred toDappealed to解析：考查动词短语辨析。appeal to对有吸引力。句意：他们的精彩演出吸引了大量观众。adjust to适应；attach to依附于；refer to提及。答案：D9The Red Cross has started_food and blankets to villages in the flood area.AdistributingBdivid
7、ingCdismissingDexporting解析：句意：红十字会开始向遭受水灾地区的村庄发放粮食和毯子。distribute分发，分配，符合句意。答案：A10Its been a_to be involved in such interesting voluntary work.AprivilegeBchoiceCpityDdebate解析：句意：被邀请参加如此有趣的志愿工作是一件很荣幸的事。It is a privilege to do sth.做某事是一项荣幸。答案：A11(2013安徽省利辛一中月考)Many people cannot learn any lessons from
8、the mistakes _ they get hurt somehow.AwhetherBifCunlessDwhen解析：unless引导条件状语从句，意为“如果不，除非”。答案：C12Not only_us what had happened in the accident，they also told us what they had done.Adid they tellBthey toldCthey tellDhad they told解析：not only位于句首时，其后的句子要用部分倒装，根据后句时态判断应用一般过去时。答案：A13The following are some
9、popular websites_people can sell goods to each other.AwhereBwhichCwhenDwhose解析：where引导定语从句，并在从句中作地点状语，意思是“在这些网站上”。答案：A14At last，nothing but some trees remained，with some branches_the wall.Astick out ofBto stick outCsticking out ofDto stick out of解析：本题考查stick out of 与with复合结构，因为branches与stick out之间为逻
10、辑上的主谓关系，故选C项。答案：C15When I went home, I drove very slowly.You should! You can never be _ careful.AenoughBtooCsoDvery解析：can never be too.和can never be.enough都意为“再也不为过”，如果选A，enough应该置于careful之后。答案：B.阅读理解In the more and more competitive service industry, it is no longer enough to promise customer satisf
11、action. 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
12、treated badly will tell their tales to up to 20 people. Interestingly, 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,
13、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 answering calls, being cut off in midconversation or left waiting for long periods.“Many people do not like talking to machines，” says Dr. Stor
14、ey, 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 themthe sort of comfortable fe
15、elings people have during facetoface chats with their local branch manager.”Recommended ways of creating customer delight include: underpromising and overdelivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; t
16、hrowing 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 ease
17、d 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 c
18、ustomer 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 v
19、ital 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.B
20、ritish 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
21、”. On the other hand，the more customers are promised, the greater the risk of disappointment.1. We can learn from Paragraph 2 that _. Acomplaining customers are hard to satisfy Bunsatisfied customers receive better service Csatisfied customers catch more attention Dwelltreated customers promote busi
22、ness2. The writer mentions “phone rage” ( Paragraph 3) to show that _.Acustomers often use phones to express their anger Bpeople still prefer to buy goods online Ccustomer care becomes more demanding Dcustomers rely on their phones to obtain services3. What does the writer recommend to create custom
23、er delight? ACalling customers regularly. BGiving a “thank you” note. CDelivering a quicker service. DPromising more gifts.4. 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“Im sorry for the delay.
24、” D“I know its our fault.”5. Customer delight is important for airlines because _. Atheir telephone style remains unchanged Bthey are more likely to meet with complaints Cthe services cost them a lot of money Dthe policies can be applied to their staff答案与解析语篇解读本文为说明文，围绕“顾客满意度”而展开，提出了其在商业中的重要性以及信息时代很
25、多公司所面临的顾客服务的新挑战，给出了相应建议措施，并以航空公司为例进一步说明问题。1D推理判断题。本段提出调查了三类人：接受到好的服务的人，遭到不公平待遇的人和有抱怨却仍然忠诚的人。第一种人能够促进生意，第二种人会影响生意，第三种人的报怨得到公正处理后还是忠诚的。因此选D项。2.C细节理解题。该段的第一句即是主题句，指出当人们通过电话和网络接受商品和服务时，对顾客的关心也就成了新的挑战。C项与本句意思相同。3.C细节理解题。综合第五段的内容可知C项正确。4.A推理判断题。第六段指出如果服务达不到顾客的需要，顾客就会产生失落感，而弥补的做法就是道歉或解释服务没有达到标准的原因以及说明解决办法，
26、当然要用和顾客同感的心理来解释。后面举的例子“I know how you must feel”也是重要提示。故选A项。5.B推理判断题。从第七段开始提出了在航空公司内取悦顾客的必要性和做法。由此推断，航空公司更容易遇到乘客的抱怨。.阅读填句Everyone has feelings of anxiety, nervousness, tension and stress from time to time. Here are a few ways to help us manage them._1_We all think we know how to relax. But calming d
27、own in front of the TV or computer isnt true relaxation.Depending on what youre watching or doing, it could even make you more nervous. The same is true for alcohol, drugs or tobacco. They may seem to relieve anxiety or stress, but its a false state of relaxation thats only temporary. What the body
28、really needs is a relaxation technique, like deep breathing, tai chi or yoga, that has a physical effect on the mind.Get enough sleep, nutrition and exercise. Get the right amount of sleep for your neednot too much or too little. Eat wellchoose fruit, vegetables, lowfat proteins and whole grains for
29、 longterm energy instead of the short bursts that come from too much sugar or caffeine._2_In that way，your brain and body can operate at their best.Connect with others._3_Doing things with those we feel close to deepen our bonds, which allows us to feel happier and less upset about things. If you fe
30、el worried or nervous about something, talking about it with someone who listens and cares can help you feel more understood and better able to deal with it. Youll be reminded that everyone has these feelings sometimes. Youre not alone._4_Heading out for a walk in the park or a hike in the woods can
31、 help anyone feel peaceful. Choose somewhere you feel safe so that you can relax and enjoy your surroundings. Walking or hiking can offer additional benefit of exercise. Invite a friend or two, or a family member, along and enjoy feeling connected to people as well.Think positively. A great way to k
32、eep our minds off the worry track is to focus our thoughts on things that are good, beautiful and positive._5_ASpend time with your friends or family.BExpress yourself to others.CConnect with nature.DKeep away from stress and anxiety.E. Allow yourself to dream and wish for the best.F. Exercise to se
33、nd oxygen to every cell in the body.G. Choose a correct way to relax.答案15 GFACE.短文改错A few months after returning the US from Germany, I took part in a college course in French. Since I had learned to speak German good in Germany, I thought that it might be interested to begin studying another langua
34、ge. At a first class, the teacher asked us to do a pronunciation exercise, on which he would say a word or two in French, but each student would do his/her best to copy. When he gets to me, he kept having me to say more words, and I finally asked him why. “I find it great funs. Its the first time Iv
35、e heard an American speak French with a German accent.”she explained.答案A few months after returning the US from Germany, I took part in a college course in French. Since I had learned to speak German goo in Germany, I thought that it might be intereste to begin studying another language. At first cl
36、ass, the teacher asked us to do a pronunciation exercise, o which he would say a word or two in French, bu each student would do his/her best to copy. When he get to me, he kept having me to say more words, and I finally asked him why. “I find it great fun. Its the first time Ive heard an American speak French with a German accent.”sh explained.欢迎广大教师踊跃来稿，稿酬丰厚。