High-quality customer service is preached（宣揚(yáng)）by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞滿了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(業(yè)余兼職的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
小題1:Why are store managers often the last to hear complaints?
A．Most shoppers won’t complain even if they have had unhappy experiences.
B．It is difficult for customers to have easy access to store mangers.
C．Few customers believe the service will be improved after their complaints.
D．Shoppers would rather tell their unhappy experiences to people around them.
小題2:What does Paula Courtney imply by saying the underlined sentence in paragraph 2?
A．The same products can be bought in other retail stores.
B．It is not likely the shopper can find the same products in other stores.
C．New customers are sure to replace old ones.
D．Not complaining to the manager causes the shopper some trouble too.
小題3:What contributes most to smoothing over issues with customers?
A．Hiring of efficient employees.
B．Manners of the salespeople.
C．Huge supply of goods for sale.
D．Design of the store display.
小題4:To achieve better shopping experiences, customers are advised to ______.
A．voice their dissatisfaction to store managers directly
B．settle their disagreements with stores in a friendly way
C．put pressure on stores to improve their service
D．shop around and make comparisons between stores

小題1:D
小題2:A
小題3:B
小題4:A

試題分析：這篇材料講的是超市改善服務(wù)的問(wèn)題，按內(nèi)容可分為改善原因、改善內(nèi)容和改善方法三個(gè)部分。
小題1:細(xì)節(jié)題：第二段講到了Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints.，大意是顧客很少會(huì)向經(jīng)理們抱怨，而是會(huì)提醒(alert)他們的朋友、親戚、同事等。這里的alert也就是向人抱怨、勸其不要去該商場(chǎng)的意思。所以顧客們實(shí)際上經(jīng)常抱怨，只是抱怨對(duì)象不是經(jīng)理，而是身邊的人，選D
小題2:句意理解題：從前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知這些抱怨讓零售商頭疼但是顧客很高興，因?yàn)樗麄冊(cè)谄渌纳痰昕梢再I(mǎi)到同樣的商品。選A
小題3:細(xì)節(jié)題：第四段列舉了幾種能夠減少頭疼(relieve the headaches，也就是減少顧客的不滿)的方法，分別是redesigning store layouts(對(duì)應(yīng)D), pre-stocking sales items(對(duì)應(yīng)C), hiring speedy and experienced cashiers(對(duì)應(yīng)B), and having sales representatives on hand to answer questions(與A稍有關(guān)系)。此后的一段指出最為重要的是銷(xiāo)售人員能夠圓滑而禮貌地應(yīng)對(duì)憤怒的顧客。選B
小題4:推理題：在最后一段，作者從顧客的角度分析如何改善購(gòu)物體驗(yàn)，第一句就提出了建議：filing complaints to the retailer，file作為動(dòng)詞，是“提出”，用在這里指向零售商投訴、抱怨，而retailer指的是商場(chǎng)主或經(jīng)理。A
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

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A．People have pity on the empress.
B．Zhen Huan really loves the emperor.
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D．The story of Zhen Huan.
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C．speaks highly of Legend of Zhen Huan
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C．a(chǎn)dvertisementD．story book

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

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B．Fairytales are dark.
C．Adults take fairytales too seriously.
D．Fairytales are not good for children's sleep.
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Special Bridges Help Animals Cross the Road
----- Reported by Sheila Carrick
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It's an annual argument. Do we or do we not go on holiday? My wife says no because we have no savings to save us. I say you only live once and we work hard and what's the point if you can't go on holiday. The joy of a recession (不景氣) means no argument next year - we just won't go.
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A．It will cost them too much money.
B．Few people can afford it without working hard.
C．It makes all the hard work worthwhile.
D．It is the chief cause of family quarrels.
小題2:According to the text, what does Kim Stephenson believe?
A．Money is often a symbol of a person's status.
B．Money means a great deal to both men and women.
C．Men and women spend money on different things.
D．Men and women view money in different ways.
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

The Top 4 Lies Girls Hear
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2. “Being skinny is good, and how you diet is your business.”
Lots of web sites tell visitors that losing interest in eating is a beautiful thing. These“skinny is better”sites are lying. Losing interest in eating is a disease, not a fashion statement. It can kill you.
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B．Because math class is too hard for girls.
C．Because they aren't interested in the things which are considered boy things.
D．Because girls are not as clever as boys.
小題2:The word “skinny” means________.
A．prettyB．strongC．tallD．slim
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A．$10,000B．$15,000C．$20,000D．$25,000
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A．Girls sometimes do better than boys in math
B．Being skinny is good for girls’ health.
C．Girls than earn as much money as boys do.
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

“Dining out”, or “eating out”, is a phrase people use in Britain when they eat in a restaurant or a pub. Eating out is more popular in Britain today than ever before.
However, eating out can be expensive. Restaurants are normally more expensive than pubs, though many pubs serve very good, simple food. As British people don’t dine out every night of the week, eating in a restaurant is often seen as a special occasion. When going for the first date, or if celebrating an anniversary or a birthday, many people like to go to a restaurant. People often eat in a restaurant before going to the cinema or the theatre.
As in all cultures, there are many rules of etiquette (禮節(jié))surrounding food and eating, and nowhere is this more pronounced than when eating in a smart restaurant. People are almost always expected to eat with a knife and fork and these should be held in the correct hand and used in the correct way. It is also impolite to have your elbows on the dining table when you are eating.
There’re many such “unspoken” rules — they are normally only important when eating in a very elegant and expensive restaurant, and vary slightly from restaurant to restaurant and place to place. A recent nationwide survey showed that there was a divide in manners between the north and south of Britain — the “worst” manners were in Scotland and the northeast, and the “best” in Wales and the southeast! However, this survey was almost certainly conducted by someone in the southeast, so it may not be entirely fair.
Naturally, restaurants vary greatly in quality and price. However, almost all British cities have a vast range of food and cooking styles to choose from as well as traditional British food,. from the very cheap to the very expensive — French, Italian, Indian, Greek, Thai, Japanese and many more. In fact, when asked what their favorite food is, many British people say an Indian curry (咖喱菜）rather than any other dish!
As well as dining in a restaurant, when people are too tired to cook after work they often get a “takeaway”. This means they order from a takeaway or takeout restaurant by phone, then go to collect it and take it home to eat. Many takeout restaurants also deliver to your house. While you can normally find a takeout restaurant for almost any cuisine, the most popular are Italian, Indian and Chinese — and all you have to do is to open the door, pay and eat!
小題1:What can be concluded from the first two paragraphs?
A．The British spend more eating out than cooking at home.
B．The British pay great attention to eating in a restaurant.
C．The British often dine out when celebrating festivals.
D．People tend to eat in a restaurant after watching a movie.
小題2:The underlined word “pronounced” in Paragraph 3 probably means “_____”.
A．politeB．expensiveC．strangeD．obvious
小題3:According to the passage, which of the following statements is true?
A．There exist great differences of rules in different restaurants.
B．People from Wales and southeast Britain are the most polite.
C．Your order in a takeout restaurant can be sent to your home.
D．Traditional British food is seldom served in British restaurants.
小題4:What does the passage mainly talk about?
A．Restaurant culture in Britain.B．Table manners in Britain.
C．Different restaurants in Britain.D．Traditional and foreign foods in Britain.

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