The weather predictions for Asia in 2050 read like a script from a doomsday(世界末日，最后審判日)movie. Many climatologists and green groups fear they will come true unless there is a concerted global effort to rein in greenhouse gas emissions.  

In the decades to come, Asia -- home to more than half the world's 6.3 billion people -- will lurch（突然傾斜）from one climate extreme to another, with impoverished farmers battling droughts, floods, disease, food shortages and rising sea levels.

"It's not a pretty picture," said Steve Sawyer, climate policy adviser with Greenpeace in Amsterdam. Global warming and changes to weather patterns are already occurring and there is enough excess carbon dioxide and other greenhouse gases in the atmosphere to drive climate change for decades to come.

Already, changes are being felt in Asia but worse are likely to come, Sawyer and top climate bodies say, and could lead to mass migration and widespread humanitarian crises. (人道主義危機(jī))

According to predictions, glaciers will melt faster, some Pacific and Indian Ocean islands will have to evacuate or build sea defenses, storms will become more intense and insect and water-borne diseases will move into new areas as the world warms.

All this comes on top of rising populations and spiraling demand for food, water and other resources. Experts say environmental degradation(環(huán)境惡化) such as deforestation(森林砍伐) and pollution will likely magnify the impacts of climate change. In what could be a foretaste of the future, Japan was hit by a record 10 typhoons and tropical storms this year, while two-thirds of Bangladesh, parts of Nepal and large areas of northeastern India were flooded, affecting 50 million people, destroying livelihoods and making tens of thousands ill. The year before, a winter cold snap(寒流，寒潮，驟冷)and a summer heat wave killed more than 2,000 people in India. 

59. Which of the following has the similar meaning to rein in?

A. slow down, control        B. increase, enhance    C. bring in                      D. take in

60. According to the passage, which one is true?

A. The changes of weather will never lead to mass migration and widespread humanitarian crises.

B. The number of the population in Asia is the largest of all continents.

C. Global warming and changes will happen in the near future if we don’t take any actions.

D. Deforestation and pollution will not magnify the impacts of climate change.

61. The reason why glaciers will melt faster is that                

A. there is more and more carbon dioxide and other greenhouse gases in the atmosphere.

B. there is less carbon dioxide and other greenhouse gases in the atmosphere

C. the weather changed suddenly.   

D. The reason is still unknown.

62. This passage is mainly about              .

A. what kind of weather we like best.

B. the whole world will not be suitable for us to live in.

C. how to improve our environment.

D. the weather predictions for Asia in the future and the reasons.

 

【答案】

59---62   ABAD 

【解析】略

 

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科目：高中英語 來源：2011年普通高校招生考試浙江卷英語 題型：050

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　　In the more and more competitive service industry it is no longer enugh pro? 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 reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated 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, many companies now have to invest(投資)a lot of money in information technology and sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

　　“Many people do not like talking to machines,”days 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-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(購物禮券)as an unexpected “thank you”

　　Reg? Customers; and always returning calls, even when they are compants．

　　Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result．This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case)．

　　Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

　　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,? 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．

　　British Airways also says its customer care policies are applied within the company and staff are? each other as customers requiring the highest standards of service．

　　Customer care is obiously here to stay and it would be a foolish company that used slpgznd? 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 2that ________．

[　　]

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

(2)

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

(3)

What does the writer recommend to create customer delight?

[　　]

A．

Calling customers regular

B．

Gibing a “thank you “note．

C．

Delivering a quicker service．

D．

Promising more gifts．

(4)

If a manager shoud show his empathy(Paragraph 6), what would be probably say?

[　　]

A．

”I know how upset you must be．”

B．

”I appreciate your understandig．”

C．

”I'm sorry for the delay．”

D．

”I know it's our fault．”

(5)

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 a?

(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 cuatomer．

C．

A company should promise less but do more in a competitive market．

D．

Customer delingt is more important for air lines then for banks．

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