科目：高中英語 來源： 題型：閱讀理解
I have had just about enough of being treated like a second-class citizen, simply because I happen to be that unfairly treated member of society --- a customer. The more I go into shops and hotels, banks and post offices, railway stations, airports and the like, the more I am convinced the things are being run merely to suit the firm, the system, or the union. There seems to be a deceptive (欺騙的) new motto for so-called “service” organizations --- Staff Before Service.
How often, for example, have you queued for what seems like hours at the Post Office or the supermarket because there was not enough staff on duty to manage all the service grilles or checkout counters? Surely in these days of high unemployment it must be possible to hire cashiers and counter staff. Yet supermarkets, hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase operating costs. And the Post Office says we cannot expect all their service grilles to be occupied “at times when demand is low”.
It is the same with hotels. Because waiters and kitchen staff must finish when it suits them, dining rooms close earlier or menu choice is cut short. As for us guests, we just have to put up with it. There is also the nonsense of so many friendly hotel night porters having been thrown out of their jobs in the interests of “efficiency” and replaced by coin-eating machines which offer everything. Not to mention the tea-making kit in your room a kettle with a mixed collection of tea bags, plastic milk boxes and lump sugar. Who wants to wake up to a raw teabag? I do not, especially when I am paying for “service”.
Can it be stopped, this worsening of service, this growing attitude that the customer is always a trouble? I angrily hope so because it is happening, sadly, in all walks of life.
Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan --- Take Our Deal Elsewhere.
【小題1】The writer feels that nowadays customers __________.
| A．have become victims of modern organizations |
| B．a(chǎn)re unworthy of proper consideration |
| C．have received high quality service |
| D．deserve the lowest status in society |
| A．customers’ demands have greatly changed |
| B．customers’ needs have become more complex |
| C．the staff receive more consideration than customers |
| D．staff members are less considerate than their employers |
| A．not having enough male staff on duty |
| B．difficulties in hiring more efficient staff |
| C．not providing enough staff on purpose to reduce budget |
| D．lack of cooperation between staff members |
| A．go to other places where good service is available |
| B．put up with the rude manners of the staff |
| C．try to control his temper when ill-treated |
| D．be patient when queuing before checkout counters |
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科目：高中英語 來源： 題型：閱讀理解
High-quality customer service is preached（宣揚）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. |
| 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. |
| A．Hiring of efficient employees. |
| B．Manners of the salespeople. |
| C．Huge supply of goods for sale. |
| D．Design of the store display. |
| 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 |
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科目：高中英語 來源： 題型：閱讀理解
Winning the lottery (彩票) is not the pot of gold at the end of the rainbow for many past winners. Sad stories do exist in large numbers for the past lottery winners and that's why some financial experts say "70 percent of lottery winners will squander away (亂花) winning within a few years." Some end up losing all within two years, family relationships destroyed or even worse.
Wayne Schenk was an old soldier diagnosed with lung cancer. When he won a million dollars in a lottery he thought his troubles were over and he would get the advanced medical treatment that might save his life. But Lottery officials refused to pay him the total sum in a single payment and they said they could not make an exception to the regulations. When Schenk died in 2007, he'd only received one payment of $34,000.
Another lottery winner, Billy Bob Harrell, Jr. killed himself two years after winning 31 million dollars in the Texas lottery in 1997.He'd spent large amounts of money and given large amounts away, but he didn't end me expected peace that should have come with the freedom of money.
Other lottery winners have ended up in prison for crimes. Many suffer bankruptcy (破產(chǎn)) after the big jackpot (頭獎) is spent and given away, including some of the eight people who won the 365 million Powerball in 2006.
The examples given paint a sad picture of what can happen if you win a big lottery jackpot, but fortunately, these examples don't tell the stories of all jackpot winners.
【小題1】What is the main idea of the first paragraph?
| A．Most lottery winners use up money quickly. |
| B．Most lottery winners don't really end up well. |
| C．Winning lottery means relationships destroyed. |
| D．Financial experts are against the lottery industry. |
| A．He was diagnosed with lung cancer. |
| B．He was unwilling to give away his money. |
| C．They had to observe the official rules. |
| D．They didn't want to disturb his peace. |
| A．giving examples | B．making comparisons |
| C．listing numbers | D．listing reasons |
| A．a(chǎn)dvice given by financial experts |
| B．happy stories of the lottery winners |
| C．conclusion drawn by the author |
| D．regulations about lottery winning |
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科目：高中英語 來源： 題型：閱讀理解
Last year more than 13 Korean (韓國) TV series were introduced in China. Turn on the TV, and Korean beauties are appearing during peak viewing times(黃金時段). Some of the dramas are being repeated, but audiences continue to watch them. Why are the South Korean TV series loved by so many Chinese people? Cheng Yiting, a student from East China Normal University, gives us her reasons. She thinks that the good-looking actors with cool clothes and the beautiful sight in the dramas are the selling points for South Korean TV dramas. But what attracted the young audiences most is the pure and moving love stories.
And it seems that South Korean TV series has also won the hearts of middle-aged people. They are touched by the morals(道德)in the shows. These include the importance of respecting elders and social order. Though some people think South Korean TV series are too slow and too long, most of the Chinese audiences like them. Maybe we are really tired of Western TV series. Compared with that, South Korean TV series are not bad.
【小題1】Which of the following is NOT mentioned（提及）about South Korean TV series in the passage?
| A．Love | B．Morals |
| C．Social order | D．The youth self-respect |
| A．The series are slow and long. |
| B．The actors wear cool clothes. |
| C．The stories with morals in them are pure and moving. |
| D．The actors are cool. |
| A．We are fed up with South Korean TV series. |
| B．South Korean TV series is a great success and popular in China. |
| C．South Korean TV series are better than Chinese TV series. |
| D．We can learn a lot from Korean TV series so we need to watch them again and again. |
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科目：高中英語 來源： 題型：閱讀理解
Scholars and researchers have tried to discover what personality characteristics go along with success in different cultural experiences. Their findings have often been unclear or incomplete. But three typical characteristics stand out in their reports: patience, a sense of humor, and the awareness of being unclear.
Patience, of course, is the ability to keep calm when things do not go as one wants them to, or as one hopes they would, or even as one was sure they would. Impatience sometimes brings improvements in relations with other people, but usually it does not.
A person with a sense of humor is less likely to take things too seriously and more ready to see the humor in his own reaction than a humorless person. The value of a sense of humor really needs to be paid more attention to.
“The awareness of being unclear” is a more difficult concept to understand than patience and a sense of humor. Foreigners often find themselves in situations that are unclear as they are newcomers. That is, they do not know what is happening in a certain situation. Perhaps they do not understand the local language well enough, or they do not know how some system or organization works, or they can’t be sure of different people’s roles in what is going on. “It’s like that I just got here from the moon,” a Chinese graduate student who newly arrived in the United States said. “Things are just so different here.”
【小題1】The passage mainly tells us ______.
| A．a(chǎn)bout some uneasy traveling experiences in foreign countries |
| B．a(chǎn)bout the three main ways to communicate with foreigners |
| C．a(chǎn)bout some typical characteristics in different cultural experiences |
| D．how to show your characters to foreigners |
| A．The ability to keep cool. | B．The sense of humor. |
| C．Patience. | D．The awareness of being unclear. |
| A．not knowing what is happening in a situation |
| B．not understanding the local language well enough |
| C．being aware that the situation is unclear |
| D．not knowing how some system or organization works |
| A．he is not used to the culture of America |
| B．he went to the United States to study the moon |
| C．he is a person with a sense of humor |
| D．he has just returned from the moon |
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科目：高中英語 來源： 題型：閱讀理解
Narayana Hrudayalaya, a complex of health centers based in southern India, offers low-cost, high-quality specialty care in a largely poor country of 1.2 billion people. By thinking differently about everything from the unusually high number of patients it treats to the millions for whom it provides insurance, the hospital group is able to continually reduce costs. Narayana Hrudayalaya’s operations include the world’s largest and most productive cardiac (心臟病的) hospital, where the average open-heart surgery runs less than $2,000, a third or less what it costs elsewhere in India.
Narayana Hrudayalaya’s origins date back to 2001, when it built its massive cardiac center on the outskirts （市郊）of Bangalore. But it has expanded since then into what founder Dr. Devi Shetty calls a “health city”, a series of centers specializing in eye, trauma（創(chuàng)傷）, and cancer care, Narayana Hrudayalaya now manages or owns hospitals in 14 other Indian cities.
Expanding access is paired with a ongoing focus on efficiency. Typically, says Shetty, private hospitals in India focus on patients who can easily afford treatment. “We did it the other way around,” he says. “This hospital is for poor people, but we also treat some rich people. We don’t look at people who are shabbily dressed and have trouble paying as outsiders.” Narayana Hrudayalaya’s flagship hospital has 3,000 beds and negotiates for better prices and buys directly from manufacturers, cutting out distributors（分銷商）.
In addition to cost-cutting, Narayana Hrudayalaya finds creative ways to make the economics work. The company started a micro-insurance program backed by the government that enables 3 million farmers to have coverage for as little as 22 cents a month in premiums（保險費）. Patients who pay discounted rates are in effect compensated by those who pay full price
Doing something—doing more, actually—is the point. By 2017, Shetty, 58, plans to expand from 5,000 beds throughout India to 30,000. Before becoming one of India’s best-known health-care entrepreneurs, Shetty was its best-known heart surgeon. He was interrupted in surgery one day during the 1990s by a request to make a house call. “I said, ‘I don’t make home visits,’?” Shetty says, “and the caller said, ‘If you see this patient, the experience may transform your life.’”The request was from Mother Teresa. Inspired by her work with the poor, he then set out to create a hospital to deliver care based on need, not wealth. “One lesson she taught me,” he says, quoting a saying he keeps framed in his office, “is ‘Hands that sew are holier than lips that pray.’”
【小題1】Narayana Hrudayalaya started a micro-insurance to _______.
| A．cut down on the cost of the treatment |
| B．get the support of the government |
| C．make the company run smoothly |
| D．a(chǎn)ttract more people to its hospital |
| A．the cost of medicine care in India is very low |
| B．Shetty wouldn’t have succeeded without Mother Teresa |
| C．Shetty and his colleagues are likely to make home visits now |
| D．Shetty has expanded his hospitals to most of other cities in India |
| A．He wanted to build a health city. |
| B．He was motivated and decided to help more people. |
| C．He intended to develop his career in different areas. |
| D．He meant to help more poor people get free treatment. |
| A．It’s doing something and doing more that really matters. |
| B．It’s not easy to take positive action to contribute to society. |
| C．Healthcare workers are the holiest persons in the world. |
| D．Praying alone is of no significance in face of difficult situation. |
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科目：高中英語 來源： 題型：閱讀理解
Loren Gladstone of Toronto is 58, but thinking over how to bequeath (遺贈) his digital property(財產(chǎn)). Doing the paperwork after his parents' death was a challenge. “When my time comes, I wonder if my children will even know what paper is，” he says. As a software developer, his virtual property is both valuable and vital to his business. That reflects a problem. Online lives have increasing economic and emotional value. But testamentary (遺囑) laws offer confusing and incomplete ways of bequeathing and inheriting (繼承) them.
Digital property may include software, websites, downloaded content, online gaming identities, social-media accounts and even e-mails. In Britain alone holdings of digital music may be worth over ￡9 billion ($14 billion). A fifth of respondents to a Chinese local-newspaper survey said they had over 5，000 yuan($790) of digital property. And value does not lie only in money.“Anyone with kids under 14 years old probably has two prints of them and the rest are in online galleries，”says Nathan Lustig of Entrustet, a company that helps people manage digital property.
Service providers have different rules—and few state them clearly in their terms and conditions. Many give users a personal right to use an account, but nobody else, even after death. Facebook allows relatives to close an account or turn it into a memorial page. Gmail (run by Google) will provide copies of e-mails to an executor (遺囑執(zhí)行人). Music downloaded via iTunes is held under a license which can be abolished on death. Apple declined to comment on the record on this or other policies. All e-mail and data on its iCloud service are deleted on the death of the owner.
This has led to cases to court in America. In 2004 the family of Justin Ellsworth, an army man killed in Iraq, took Yahoo! to court in Michigan to get copies of his e-mails. This year, a court in Oregon ruled that another American mother whose son had died could use her dead son's password to enter his Facebook account for a short period. Now five American states have made laws giving executors control over the social-networking accounts of dead users.
But this raises the subject of privacy. Passing music on is one thing; not everyone may want their relatives to read their e-mails. Colin Pearson, a London-based lawyer, says access should come only with a clear provision in a will.
But laws, wills and password safes may be contrary to the providers' terms of service, especially when the executor is in one country and the data in another. Headaches for the living and lots of lovely work for lawyers.
【小題1】Why does Loren begin to think over how to bequeath his digital property at the age of 58?
| A．Because he is afraid his children don't know what paper is. |
| B．Because there's no complete law dealing with digital property. |
| C．Because his digital property is of great value and importance. |
| D．Because he is worried his children will be taken to court. |
| A．Digital property is assessed in terms of nothing except money. |
| B．No laws in America have been made to deal with digital property. |
| C．The relatives may read the e－mail of the dead without permission. |
| D．Lawyers can make money through cases about digital property. |
| A．users are offered accounts used by nobody else except users themselves |
| B．relatives of the dead may close an account or use it at their own will |
| C．the executor may enter the e－mail and read it by themselves at any time |
| D．the data downloaded by the dead will be copied and then deleted from net |
| A．Digital Information | B．Testamentary Laws |
| C．Deathless Data | D．Vital Property |
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科目：高中英語 來源： 題型：單選題
Michelle Obama made a daring decision to return to the same designer who created her Inaugural（就職）Ball dress four years ago --- and the risk paid off.
The First Lady looked extremely attractive in a red dress by designer Jason Wu. She teamed the dramatic dress with heels by Jimmy Choo and a diamond ring by Kimberly McDonald.
She surprised the fashion world by returning to a Wu design which had been made for her.
Four years ago at her first Inauguration Ball, Michelle shone in a white, one-shouldered floor-length dress by the designer.
Wu, who was 26 at the time and had only been working in fashion for three years, saw his career take off after the First Lady’s surprise decision to wear one of his dresses.
He said at the time that he was unaware she had chosen the dress and had been watching at home on his couch and eating pizza when she appeared.
After her 2013 decision, Wu told Women’s Wear Daily: “Mrs. Obama likes to keep her secrets. She fooled me again.”
Wu released a women’s clothing and accessories（配飾）collection at Target last year and continues to be popular with the First Lady for official appointments.
The sleeveless dress with low-cut back flattered （突出）49-year-old Michelle’s arms and neat waist.
It had been created especially for her by Wu and was a departure from the dark and plain color tone she stuck to at earlier inauguration events.
Vice-President Joe Biden’s wife Jill also looked attractive in a blue silk dress by Vera Wang at the Inauguration Ball.
【小題1】What does the passage mainly talk about?
| A．Mrs. Obama’s 2013 decision. |
| B．Wu, a great designer. |
| C．The First Lady’s secrets. |
| D．Michelle Obama’s inaugural ball dress. |
| A．risk | B．success | C．surprise | D．danger |
| A．Daring and gifted. | B．Unusual and cautious. |
| C．Talented and lucky. | D．Careful and brave. |
| A．Wu was aware that Mrs. Obama had chosen his work again |
| B．Being First Lady, Mrs. Obama hasn’t stuck to her dark and plain color tone. |
| C．Mrs. Obama told Wu to give away her secrets |
| D．Mrs. Obama should have told Wu the truth |
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