A. excited B. interested C. annoyed D. worried
48. What will the government most probably provide if it is engaged in a pump-priming program? A. Sums of money. B. Raw materials.
C. Human resources. D. Media support.
49. When Sylvia says ―His speech was OK but it had no real punch‖, she thinks it was not_____. A. fluent and impressive C. informative and significant 【解析】
46. 答案B。这道题是现学现卖型，考查的是学生的查阅资料能力。第二个三角形顺数第六行讲
到，―to keep asking some for information: she was pumping me for details of the new project‖跟问句中―pump me about the case‖，跟这句话意思相符，这样，答案就很好得出了。
47. 答案C。第四个三角形，讲的是Pump的一些固定词组搭配，第一个pump sth out 第四行，to
produce words or loud music in a way that is repeated, forceful and continuous, 也可从the government keeps pumping out the same old propaganda（政治宣传）得出。或者我们结合生活常识，当我们在看喜欢的电视剧时，忽然出现一次又一次的广告，我们的情绪是不是会很厌烦呢。所以选择C
48．答案A。在文中找到pump-priming, the government is awarding small, pump-priming grants to
single mothers who are starting their own business‖, award是本题的词眼，与解题有关。说到奖励，当然跟钱少不了关系，所以选择A
49．答案D。前面的一些题目是围绕pump, 本段跳跃到punch，所以要毫无顾忌地跳过pun，直
接寻找有punch的板块。顺数第三行，the power to be interesting and have a strong effect on people, 以及紧随其后的例子 I felt the performance /speech/presentation lacked punch.看出，尤其是词眼―speech‖刚好有对应，所以选D
C
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 researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled
B. logical and moving D. interesting and powerful
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 (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, 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 then. The aim is to make the customer feel they know you and that you can trust them – 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 at 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 names, 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.
50. 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
51. 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
52. What does the writer recommend to create customer delight? A. Calling customers regular. C. Delivering a quicker service.
B. Gibing a ―thank you ―note.. D. Promising more gifts.
53. If a manager should show his empathy (Paragraph 6), what would be probably say? A. ―I know how upset you must be.‖ C. ―I’m sorry for the delay.‖
B. ―I appreciate your understanding.‖ D. ―I know it’s our fault.‖
54. 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 55. 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 air lines then for banks. 【解析】
50. 答案D。本题要求我们在第二段中找答案，也就是说四个选项都是出现在此段，在看完第一
段内容之后，其实对于文章整体的主题思想会有一个粗略的把握。第二段中出现了两类人，一类人受到好的服务会跟其他12人讲，而受到差的服务的人就会跟20个人说，所以受到好的服务的顾客会提升公司业绩。
51. 答案C。根据该词组的字面意思，手机的愤怒，很多学生会选择A，但是看后文说了很多关
于手机服务受阻的情况，引起了顾客很多的抱怨，所以让商家明白，对顾客满意变得越来越急需。D B 选项是文中直接表达的意思，他是事件的表面情况，显然这儿要你挖掘深层次的含义。
52. 我们看到第五段，段首就是recommended ways of creating customer delight include:…。A 答案
很有迷惑性，因为文本中出现always returning calls，但是这儿是回电话，而不是主动打电话；B 也有出现，但是商家送更多的购物券作为―thank you note‖的代名词，也不对；D promising more, 而文中是under-promising，所以选择C， 就是此段括号部分的解释。
53. 答案A。此题相对比较简单，是信息寻找题。马上过度到第六段，找到empathy，括号部分有
句话―I know how you must feel‖, 我理解你的感受吗，与选项Ａ ―我知道你肯定很不开心‖相符。
54. 答案B。第七段出现airlines，while there is great potential for customer anger over delays caused by
weather, unclaimed luggage and technical problems. Potential是解题的词眼与 likely对应。 55. 答案C。此题选用排除法。A D 选项此篇文章并没有提到。BC选项显然是两个截然不同的意
思，到底是承诺多做到的少能吸引顾客呢还是答应的少却做得多更能吸引顾客呢，再看文章最后一句话on the other hand, the more customers are promised, the greater the risk of disappointment.。
D
It was Saturday. As always, it was a busy one, for ―Six days shall you labor and all your work‖ was taken seriously back then. Outside, Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs. Patrick were engaged in spring cleaning.
Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets, they had sent him to the kitchen for more string(线). It seemed there was no limit to the heights to which kites would fly today.
My mother looked at the sitting room, its furniture disordered for a thorough sweeping. Again she cast a look toward the window. ―Come on, girls! Let’s take string to the boys and watch them fly the
