1、Section Warm-up & Lesson 1Living in a Community.根据句意及汉语意思或首字母提示写出单词的正确形式1.There is a (纪念碑) to the men who died in the war.答案:memorial2.The decision was based on ignorance and (偏见).答案:prejudice3. They rented a (配有家具的)house.答案:furnished4.The next procedure is to (分类)the information.答案:classify5.When o
2、ne is an (青少年),one is often caught up in ones thoughts and dreams.答案:adolescent6.Although he is 35,he is still a (单身汉).答案:bachelor7.If you (暴露) your skin to the sun,youll have it burnt.答案:expose 8.I saw her shortly before her (离开) for Shanghai.答案:departure 9.Youd better ask a (裁缝)to make your clothe
3、s according to your own measure.答案:tailor 10.The famous museum has many expensive (古董).答案:antiques .用方框内短语的适当形式填空hand overbid.goodbye to.expose.to.in a flashno sooner.than.1.Dont the baby the sunshine.答案:expose;to2.The weekend seemed to be .答案:in a flash3.Ive my place on the committee.答案:handed over
4、4. had I got to Beijing I called you.答案:No sooner;than5.Many people wish to their single lives and find true love!答案:bid goodbye to.单项填空1. to sunlight for too much time will do harm to your skin.A.ExposedB.Have exposedC.Being exposedD.After being exposed提示:句意为:“暴露在阳光下太久会损害你的皮肤。”分析句子可知,空格处的内容在句子中作主语。
5、四个选项中只有C项可作主语。答案:C2.The short-answer test is a kind of between the composition and selection types.A.mixtureB.collectionC.compoundD.compromise提示:句意为:“简答题是作文和选择题相互折中的产物。”mixture“混合物”;collection“收集品”;compound“复合句,复合词”;compromise“妥协;让步;折中”。答案:D3.The old headmasterhis place to a young teacher.A.handed i
6、nB.handed outC.handed toD.handed over提示:句意为:“老校长把他的职位移交给了一位年轻的教师。”hand over“把交给”。答案:D4.(2011辽宁,29)He had no sooner finished his speech the students started cheering.A.sinceB.asC.whenD.than提示:考查连词。句意为:“他刚一结束演讲,学生们就开始欢呼起来。”no sooner.than=hardly.when,“一就”,是固定搭配。故选D项。答案:D5.(2011陕西,19)all of them are str
7、ong candidates,only one will be chosen for the post.A.SinceB.WhileC.IfD.As提示:考查状语从句。句意为:“虽然他们都是实力很强的求职者,但只有一个人将被选出来担任这个职位。”while在此处引导让步状语从句,表示“尽管,虽然”,相当于although。答案:B6.(2012江西,31)You can borrow my car you promise not to drive too fast.A.unlessB.even ifC.in caseD.as long as提示:考查从属连词。句意为:“你可以借我的车,只要你保
8、证不开得太快。”as long as意为“只要”,引导条件状语从句。unless“如果不,除非”;even if“即使,纵然”;in case“假使,免得,以防”。答案:D7.Have your parents made any financial allowance your study visit?A.aboutB.forC.withD.against提示:make allowance for固定搭配,意为“考虑到,顾虑到”。答案:B8.One thousand dollars a month is not a fortune but would help cover my living
9、.A.billsB.expensesC.pricesD.charges提示:本题考查名词词义辨析。bill“账单”;expense“花费,开销”;price“价格”;charge“(货物或服务所需)费用”;生活花销即 “living expenses”。故本题选B项。答案:B9.The old king decided to retire and the heavy load of responsibility to his three daughters.A.hear outB.take overC.hand overD.speak out提示:根据题意可知此处表示“移交”,只有C项正确。A
10、项“听完”;B项“接管”;D项“说出来”。答案:C10.The last time we had great fun was we were visiting the Water Park.A.whereB.howC.whenD.why提示:本题考查连接副词。此处与主语The last time相呼应,需用when引导表语从句。句意为:“我们最后一次玩的痛快的是我们游览水上公园的时候。”答案:C.阅读理解In the more and more competitive service industry,it is no longer enough to promise customer sat
11、isfaction.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 tr
12、eated 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 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 mid-conversation or left waiting for long periods.“Many people do not like talking to machines,”says Dr.Storey,
14、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 feelings
15、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;throwin
16、g 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 offeri
17、ng 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.
18、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
19、 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 infomation is available instantly on screen.British Airways also s
20、ays 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,t
21、he more customers are promised,the greater the risk of disappointment.1.We can learn from Paragraph 2 that .A.complaining customers are hard to satisfyB. unsatisfied customers receive better serviceC.satisfied customers catch more attention D.well-treated customers promote business提示:推理判断题。本段提出调查了三类
22、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。答案:D2.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 onlineC.customer care becomes more demandingD.customers rely on thei
23、r phones to obtain services提示: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。答案:C3.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.提示:细节理解题。综合第五段的内容可知C项正确。答案:C4.
24、If a manager should show his empathy (in 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.”提示: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,当然要用和顾客同感的心理来解释。后面举的例子“I kno
25、w how you must feel”也是重要提示。故选A项。答案:A5.Customer delight is important for airlines because .A.their telephone style remains unchanged B.they are more likely to meet with complaintsC.the services cost them a lot of moneyD.the policies can be applied to their staff 提示: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。因此,航空公司乘客生气的可能性更大,他们更容易遇到乘客的抱怨。答案:B版权所有：高考资源网()
