1、浙江省苍南县2016高考英语阅读理解专题选练（3）阅读理解。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 or order to keep and increase market share. It is accepted in the marketing industry, and con
2、firmed 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 lunges for custom
3、er 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 answering calls ,being
4、 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 relat
5、ionship 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 tha
6、t a repair will be calmed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to rental customers ;and always returning calls ,even when they are complaints. Aiming for customer delight is all v
7、ery 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 (r
8、eplacement , compensation or whatever fames 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 c
9、aused 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” attit
10、ude. 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 o
11、f 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
12、to satisfyB. unsatisfied customers receive better serviceC. Satisfied customers catch more attention D. well-treated customers promote business( ) 2. 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 on
13、lineC. customer care becomes more attentionD. customers rely on their phones to obtain services ( ) 3. What does the writer recommend to create 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 show
14、his empathy (Paragraph6), 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 unchanged B. they are more l
15、ikely to meet with complaintsC. the services cost them a lot of moneyD. the policies can be applied to their staff ( ) 6. 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
16、 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.【参考答案】16、DCCABC阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。It takes more than just practice to become an Olympian. Gold medal performances require some serious nut
17、rition. Have you ever wondered what these successful athletes eat to stay in peak shape?Keri Glassman, a registered dietitian and founder of Nutritious Life Meals, appeared on “Good Morning America” today to give you a glimpse into the diets of some top athletes. Some of their meals could surprise y
18、ou.Crazy Calorie CountGlassman said Olympians eat a lot of food- quantities that for ordinary people would constitute pigging out.One secret of swimmer Michael Phelps astonishing performance in the 2008Olympics in Beijing was consuming as many as 12,00 calories in one day.Athletes can eat like this
19、and not gain any weight because their workouts are intense. According to Glassman, Phelps workouts can burn 4,000 to 6,000 calories in a day, and those calories must be added in order to train the following day.Snacking SecretsSome athletes eat strange foods that improve their performance. Yohan Bla
20、ke, the Jamaica sprinter and 100-meter world champion, has stolen champion sprinter Usain Bolts thunder on the track during the Olympic trials, Asked about how he gets his energy. Blake answered that he eats 16 bananas per day ,Glassman said.Jonathan Horton, the lead gymnast on the Us team, has a bl
21、ood sugar problem. His solution is honey. When he starts to feel shaky at the gym, he takes honey to boost his energy, Classman said.Foods for RecoveryWhat are the best foods to help the body recover after harsh competition?For Olympic swimmer Ryan Lochte, the recovery meal is grilled chicken breast
22、s with Alfredo sauce, whole-grain spaghetti and a salad with lemon juice and olive oil. Lochte, who recently cut out junk food, candy and soda, has undertaken a strength-training regimen(养生法)that involves flipping tractor tires, and tossing beer kegs, Glassman said.56.Whats the best title of this pa
23、ssage?A.Good Diet Makes a True Olympian.B.Olympians Have Olympic-size Appetites.C.OlympiansStrange Eating Habits.D.The Diest of Some Top Olympic Athletes.【答案】D【解析】第一段是中心段落。成为奥运选手不仅仅需要锻炼，获得金牌还需要营养。57.What does the underlined sentence probably mean? A.Ordinary people eat few pigs compared with Olympia
24、ns. B.Olympians eat a lot more food than ordinary people. C.Olympians tend to eat a lot of high-quality food. D.Olympians eat a large amount of food, just like pigs.【答案】B【解析】前一句说奥运选手吃很多食物。划线部分在破折号之后， 是对前面话语的补充。58.Which of the following is TRUE according to the passage? A.Ryan Lochte quit eating junk
25、 food , candy and soda for his better recovery. B.Yohan Blake finally beat Usain Bolt in the 100-meter track in the Olympics. C.Michael Phelpsastonishing performance was due to his eating lots of food. D.Jonathan Horton has a blood sugar problem because of taking too much honey.【答案】A【解析】根据最后一段，最后一句可
26、知A正确。59.Which of the following is not the best food to help the body recover? A.Soda. B.Olive oil. C.Whole-grain spaghetti. D. A salad with lemon juice.【答案】A【解析】从最后一段最后一句可以得知Lochte为了恢复砍掉了junk food, candy and soda，可知，soda不是最好的帮助身体恢复的食物。60.The passage is most likely to be found in . A.a technical repo
27、rt B.a fashion magazine C.an education column D.a sports newspaper【答案】D【解析】本文说的是运动员与饮食，所以这篇文章可能出现在报纸的体育版面。【山东省2014仿真模拟冲刺卷】ASixteen years ago I learned this lesson in the back of a New York City taxi cabHeres what happenedI hopped in a taxi, and we took off for Grand Central StationWe were driving in
28、 the right lane when, all of a sudden, a black car jumped out of a parking space right in front of usMy taxi driver slammed on his brakes, skidded, and missed the other cars back end by just inches! The driver of the other car, who almost caused a big accident, started yelling bad words at usMy taxi
29、 driver just smiled and waved at the guyAnd I mean he was friendlySo, I said, “Why did you just do that？This guy almost ruined your car and sent us to the hospital！” And this is when my taxi driver told me what I now call “The Law of the Garbage Truck”Many people are like garbage （rubbish） trucksThe
30、y run around full of garbage, full of frustration, full of anger, and full of disappointmentAs their garbage piles up, they need a place to dump itAnd if you let them, theyll dump it on youWhen someone wants to dump on you, dont take it personallyYou just smile, wave, wish them well, and move onYoul
31、l be happy with what you didI started thinking, how often do I let Garbage Trucks run right over me？And how often do Itake their garbage and spread it to other people at work, at home, or on the streets？It was that dayI said, “Im not going to do anymore”Successful people do not let Garbage Trucks ta
32、ke over their dayWhat about you？If you let more garbage trucks pass you by, youll be happierLifes too short to wake up in the morning with regretsSo, Love the people who treat you rightForget about the ones who dont41What happened one day when the author was taking a taxi？AThe taxi almost hit anothe
33、r carBThe taxi driver was injuredCThe author scolded the driver of the other carDThe author learned a lesson from the driver of the garbage truck42How did the taxi driver respond to the behavior of the driver of the black car？AHe yelled back at the driverBHe sent the driver to the hospitalCHe was fr
34、iendly towards the driverDHe dumped some garbage in front of his car43What does the taxi driver think of people according to Paragraph 3？AMany people like to drive garbage trucksBMany people dump garbage wherever they likeCMany people are warm-hearted to make others happyDMany people tend to be very
35、 much depressed44What can we infer from Paragraph 4？AThe author used to have a lot of garbage trucksBThe author used to complain a lotCThe author used to have a lot of moneyDThe author used to be a good manager45According to the passage, what should you do if people “dump garbage” on you？AIgnore the
36、m and go on with our own workBTry our best to persuade them not to do that againCTell them to dump the garbage in the right placeDTake over their work and carry the garbage to somewhere else【参考答案】41-45ACDBA 阅读下列短文，从每小题后所给的A、B、C、D四个选项中，选出最佳选项。 Managers and office busybodies might be keen on a clean d
37、esk-but it seems that in terms of productivity, they could have it all wrong. A messy desk can actually lead people towards clearer thinking, say researchers from Germany. The researchers found in a series of linked studies- using a messy desk and a messy shop front -that people actually thought mor
38、e clearly when all around was chaos, as they sought to simplify the tasks at hand. That is ,visual and mental clutter（杂乱）forces human beings to focus and think more clearly. For instance, famous thinkers and writers such as Albert Einstein and Roald Dahl have been notorious for their untidy desks. “
39、Messy desks may not be as detrimental as they appear to be, as the problem-solving approaches they seem to cause can boost work efficiency or emhance employees creativity in problem solving,” say the authors.Oddly, the effect seems to work most on conservatives-political liberals are less liable to
40、be worried about mess in the first place, say the researchers. “Business and government managers often promote clean desk policies to avoid disorganized offices and messy desks, for the purpose of boosting work efficiency and productivity.” Writes a researcher, Jia Liu of the University of Groningen
41、, “This practice is based on the conventional wisdom that a disorganized and messy environment can clutter ones mind and complicate ones judgments”“However, not all evidence supports this conventional link between a messy environment and a messy mind”. The scientists tested peoples response in vario
42、usmessyenvironments, including a messy shop front, a disorganized desk, and even a work environment where a language taskremindedpeople of messiness.The authors found in the series of six studies that people tended towards simplicity in their thinking.“They categorized products in a simpler manner,
43、were willing to pay more for a T-shirt that depicts a simple-looking picture, and sought less variety in their choices”, said the researchers.61.According to the text, a proper way to lead people towards clearer thinking is to . A.make a list of priorities B.simplify the tasks at hand C.follow famou
44、s people D.mess up their mind【答案】B【解析】根据第二段第一句可知 当四周混乱的时候，他们的思维更清晰。因为他们试图简化手头的工作。62.Why did the author take Albert Einstein and Ronald Dahl for example? A.To tell readers untidy desks can make you as famous as celebrities. B.To convince readers that untidiness is not all that bad. C.To inform reader
45、s of one way to success-untidy desks. D.To attract readers and show the authors wide range of knowledge.【答案】B【解析】第二段倒数第二句“视觉上和精神上的杂乱迫使人们集中注意力思维更清晰”；最后一句接着举了Albert Einstein and Ronald Dahl的例子，就是为了说明上一句的。63.Which of the following is TRUE according to the passage? A.A messy environment will certainly l
46、ead to a messy mind. B.A clean environment will do great harm to work efficiency. C.People tend to clear up the mess before thinking clearly. D.All people are not in favor of “clean desk” in the office.【答案】D【解析】D项的意思是“并不是所有人都赞成办公室里清洁的桌子”。可从倒数第三段东一句可知。64.The underlined word “detrimental” probably mea
47、ns . A.disadvantageous B.useful C.beneficial D.accessible【答案】A【解析】根据下句可知“。他们导致的解决问题的方法能够促进工作效率”。所以第一句的意思是“杂乱的桌子看上去似乎不想他们看上去那么有害的” 65.What is the main idea for this passage? A.The messier the desks are, the more efficient the employees are. B.Messy desks in the office can have a positive effect on employees. C.We should make our office messy to improve our work efficiency. D.Clean desks can boost the employees productivity and creativity.【答案】B【解析】第一段最后一句可知。
