When people find out that the product they bought is unsatisfying or in some other way does not live up to the manufacturer’s claims , the first step is to present the warranty , or any other records which might help , at the store of purchase . In most cases , this action will produce results . However , if it does not , there are various means the consumer may use to gain satisfaction . A simple and common method used by many consumers is to complain directly to the store manager . In general , the “ higher up ” his or her complaint , the faster he or she can expect it to be settled . In such a case , it is usually settled in the consumer’s favor , assuming he or she has a just claim . Consumers should complain in person whenever possible , but if they cannot get to the place of purchase , it is acceptable to phone or write the complaint in a letter .
Complaining is usually most effective when it is done politely but firmly , and especially when the consumer can demonstrate what is wrong with the item in question . If this cannot be done , the consumer will succeed best by presenting specific information as to what is wrong , rather than by making general statements . For example , “ The left speaker does not work at all and the sound coming out of the right one is unclear ” is better than “ This stereo does not work . ” The store manager may advise the consumer to write to be manufacturer . If so , the consumer should do this , stating the complaint as politely and firmly as possible . If a polite complaint does not achieve the desired result , the consumer can go to a step further . She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumer’s rights .
1. When people find that their purchase is unsatisfying , the first thing they should do is to __________ .

A．complain personally to the manager

B．threaten to take the seller to court

C．write a firm letter of complaint to the store of purchase

D．show some written proof of the purchase to the store

2. How can a consumer make his or her complaint more effective , according to the passage ?

A．Make polite and general statements about the problem .

B．Threaten to take the seller to court .

C．Explain exactly what is wrong with the item .

D．Avoid having direct contact with the store manager .

3. What’s the best title of this passage ?

A．How to settle a consumer’s complaint

B．How to make an effective complaint

C．How to avoid buying a faulty item

D．How to deal with complaints

Here are some traditional German beer games .
Beer Boot Pass
A very, very popular game played in Germany is the beer boot pass (Bier Boot), which has gained popularity all over the world. The game is usually played to pin the next round of beer on a person. In this, a full glass of beer is passed around in the group—there are some rules for this—it has to be tipped every time before it is passed and not a drop of beer must be spilled. The second-to-last person who finishes the beer must pay for the next round. The game then becomes all about judgment because either you drink the entire beer or have a sip and pass it on. You never know who the second to last person will be, so the uncertainty and excitement makes the game a favorite.
Beer Crate-Running
This is a traditional game that is extremely popular in Germany, Switzerland, and Austria, more popularly referred to as Kastenlauf. The game is similar to running a race, where a route is marked, ranging from anywhere between 5-12 km. Each participant brings a crate of beer (the size and quantity will be specified). The first person who success fully finishes the entire crate of beer before getting to the finish line wins.
Flunkyball
This outdoor game is played with one team being matched against another, with equal numbers in both. The teams stand on opposite sides of the ground in a line, with their beers lined before them. An empty bottle or a tin can is placed in the center and another object (used as an aim) is brought in, something like a tennis ball. The first team (A) hits the ball onto the target to tumble（打翻）it. Once the bottle has tumbled, team A will start drinking their beers. Meanwhile, team B must run to the center, place the bottle upright, find the ball, and cross back into the line before yelling ‘Stop’. Team A then stops drinking and team B starts to throw the ball at the bottle and carrying forward the game. The game continues till one team has finished all their beer and they are declared winners.
Drinking Relay
Divide the group of people into two teams and get them to stand in a line with beer placed in front of each member. At the blow of the whistle, the first person lifts the glass and starts drinking the beer. After he is done, he has to turn the glass over to show that there is no more beer in the glass. Then, the next person starts drinking and so on. The next in line can only drink when the first person has emptied his glass. The team whose last member empties the glass ahead of others wins.
Herman the German
Even though this game seems simple, it is a lot of fun. It runs on the lines of ‘Who stole the cookie’. A person is chosen as ‘Herman the German’ (HTG) and he has to get the game running. The other members sit in a random manner and are given names, better if they are confusing names like China Port No. 1, Rum Master Blaster etc. The game starts with HTG saying – “HTG dropped a missile on China Port No. 1, sir ” and China Port No. 1 has to reply with – “ It wasn’t me, sir. ” Then HTG replies – “Who then, sir ” and it goes on. The sentence has to end with ‘sir’ and if it doesn’t, then the player has to down a beer. Similarly, if at any point the players fumble, they have to do the same. The tension makes the players forget things and there’s a whole lot of beer flowing as a result.
4. Which two games have something to do with running?

A．Beer Boot Pass and Beer Crate-Running

B．Flunkyball and Drinking Relay

C．Beer Crate-Running and Flunkyball

D．Drinking Relay and Herman the German

5. The loser will have to buy beers for others in the game __________ .

A．Beer Boot Pass	B．Beer Crate-Running
C．Flunkyball	D．Drinking Relay

6. A person with a good memory may have a advantage in playing __________.

A．Beer Boot Pass	B．Flunkyball
C．Drinking Relay	D．Herman the German

7. Which of the following statements is listed as a rule of the games ?

A．Every person has to sip the beer when playing Beer Boot Pass .

B．The person who replies to HTG with “ sir ” at the end will be punished .

C．The team can start drinking their beers as soon as they throw the ball in Flunkyball

D．The team members have to drink their beers in turn when playing Drinking Relay .

It’s the worst event in human being’s nautical（航海的）history , six times more deadly than the Titanic . When the German cruise ship Wilhelm Gustloff was hit by torpedoes（鱼雷）fired from a Russian submarine in the final winter of World War II , more than 10,000 people – mostly women , children and old people fleeing the final Red Army push into Nazi Germany – were packed aboard .
An ice storm had turned the decks into frozen sheets that sent hundreds of families sliding into the sea as the ship tilted and began to go down . Others desperately tried to put lifeboats down . Some who succeeded fought off those in the water who had the strength to try to claw their way aboard . Most people froze immediately . “ I’ll never forget the screams , ” says Christa Ntitzmann , 87 , one of the 1,200 survivors . She recalls watching the ship , brightly lit , slipping into its dark grave-and into seeming nothingness , rarely mentioned for more than half a century .
Now Germany’s Nobel Prize-winning author Gtinter Grass has revived the memory of the 9,000 dead , including more than 4,000 children-with his latest novel Crab Walk , published last month . The book ,which will be out in English next year , doesn’t dwell on the sinking : its heroine is a pregnant young woman who survives the catastrophe only to say later : “ Nobody wanted to hear about it , not here in the West ( of Germany ) and not at all in the East . ”
The reason was obvious . As Grass put in a recent interview with the weekly Die Woche : “ Because the crimes we Germans are responsible for were and are so dominant , we didn’t have the energy left to tell of our own sufferings . ” The long silence about the sinking of the Wilhelm Gustloff was probably unavoidable – and necessary .
By unreservedly owning up to their country’s monstrous crimes in the Second World War , Germans have managed to win acceptance abroad , marginalize the neo-Nazis at home and make peace with their neighbors .
Today’s unified Germany is more prosperous and stable than at any time in its long , troubled history . For that , a half century of willful forgetting about painful memories like the German Titanic was perhaps a reasonable price to pay . But even the most politically correct Germans believe that they’ve now earned the right to discuss the full historical record . Not to equate German suffering with that of its victims , but simply to acknowledge a terrible tragedy .
8. Why does the author say the sinking of the Wilhelm Gustloff was the worst event in nautical history ?

A．It was attacked by Russian torpedoes .

B．Most of its passengers were frozen to death .

C．Its victims were mostly women and children .

D．It caused the largest number of casualties .

9. How does Gunter Grass revive the memory of the Wilhelm Gustloff tragedy ?

A．By presenting the horrible scene of the torpedo attack .

B．By describing the ship’s sinking in great detail .

C．By giving an interview to the weekly Die Woche .

D．By illustrating the survival of a young pregnant woman .

10. What’s the meaning of the underlined word “ marginalize ”

A．highlight	B．weaken
C．strengthen	D．fasten

11. It can be learned from the passage that Germans no longer think that

A．they will be misunderstood if they talk about the Wilhelm Gustloff tragedy

B．the Wilhelm Gustloff tragedy is a reasonable price to pay for the nation’s past misdeeds

C．Germany is responsible for the horrible crimes it committed in World War II

D．it is wrong to equate their sufferings with those of other countries

How to describe the rising philosophy of the day ? I’d say it is data-ism . We now have the ability to gather huge amounts of data . This ability seems to carry with it certain cultural assumptions—that everything that can be measured should be measured ; that data is a transparent and reliable lens that allows us to filter out emotionalism and ideology ; that data will help us do remarkable things—like foretell the future . At the outset let me celebrate two things data does really well .
First , it’s really good at exposing when our intuitive（直觉的）view of reality is wrong . For example , nearly every person who runs for political office has an intuitive sense that they can powerfully influence their odds of winning the election if they can just raise and spend more money . But this is largely wrong .
After the 2006 election , Sean Trende constructed a graph comparing the incumbent（在任的）campaign spending advantages with their eventual victory . There was barely any relationship between more spending and a bigger victory .
Likewise , many teachers have an intuitive sense that different students have different learning styles : some are verbal and some are visual , some focus on details and some on whole . Teachers imagine they will improve outcomes if they tailor their presentations to each student . But there’s no evidence to support this either .
Second , data can clarify patterns of behavior we haven’t yet noticed . For example , I’ve always assumed people who frequently use words like “ I , ” “ me , ” and “ mine ” are probably more self-centered than people who don’t . But as James Pennebaker of the University of Texas notes in his book , The Secret Life of Pronouns , when people are feeling confident , they are focused on the task at hand , not on themselves . High-status , confident people use fewer “ I ” words , not more .
In sum , the data revolution is giving us wonderful ways to understand the present and the past . Will it transform our ability to predict and make decisions about the future ? We’ll see .
12. What do people running for political office think they can do ?

A．Use data analysis to predict the election result .

B．Win the election if they can raise enough funds .

C．Manipulate public opinion with favorable data .

D．Increase the chances of winning by foul means .

13. Why do many teachers favor the idea of tailoring their presentations to different students ?

A．They think students prefer flexible teaching methods .

B．They will be able to try different approaches .

C．They believe students learning styles vary .

D．They can accommodate students with special needs .

14. What does James Pennebaker reveal in The Secret Life of Pronouns ?

A．The importance of using pronouns properly .

B．Repeated use of first-person pronouns by self-centered people .

C．Frequent use of pronouns and future tense by young people .

D．A pattern in confident people’s use of pronouns .

15. Why is the author skeptical of the data revolution ?

A．Data may not be easily accessible .

B．Errors may occur with large data samples .

C．Data cannot always do what we imagine it can .

D．Some data may turn out to be outdated .

根据短文内容，从短文后的选项中选出能填入空白处的最佳选项，选项中有两项为多余选项。本题Traveling is what makes your life complete . Finding balance isn’t easy yet it is worth trying . There are hundreds of reasons why you should travel . Here are only 4 of them :1.    16    Be spontaneous and travel whenever you feel like leaving your daily routine . Waiting for certain time of the year so that you could spoil yourself is wrong .2. Your company won’t bankrupt or disappear if you leave it for a week or two .There are plenty of people who can substitute you and do your job while you are away .    17    Here the point is to plan a week ahead . If you work hard you can play hard . Always remember that the quality of your work will improve if you have a good rest and let yourself relax and recharge with energy and positive emotions .3. You cannot be a good employee if you are unhappy and tense .Your family suffers too . When your mind is free you can perform at 200 percent .    18    You lose balance and harmony if you experience too much stress , perform a lot of demanding routine and constantly take responsibilities . Take care of yourself . Make sure that your well-being does not suffer .4.    19    We all want to excel in our profession . We want to be in charge even at home . We like to be appreciated by the community . Being such a person requires several important qualities . To gain the required qualities you must have a multi-dimensional personality .    20    . Be a mentor , inspire others and do what you would like others to do .

A．The more new activities you practice , the more chances you can become a better leader .

B．Making excuse is much easier than acting .

C．Have a richer life if you want to be a better leader .

D．You are useless as a worker if your body does not feel great .

E．There is no tomorrow , take a break now .

F．How exciting and fun your life is depends only on you

G．You can do some of it in advance or you can keep it in on hold .

阅读下面短文，从短文后各题所给的四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。
Yesterday I was shopping with my 5-year old daughter ____ a group of punk rockers walked by with orange spiked hair and tattoos ____ much of their bodies . At the sight of them , my daughter immediately asked me , “ Daddy , why are they ____ like that ? ” Years ago I would have felt very ____ with such young people . I would have given a judgmental explanation and passed along to her my ____ . However , that day I said to my daughter , “ I’m not really sure , but it’s interesting how ____ we all are , isn’t it ? ” She said , “ Yeah , ____ I like my own hair . ”
Actually , I was pretending to be an anthropologist . Anthropology（人类学）is a science which deals with man and his social habits . I think of anthropology here as “ being interested , without ____ , in the way other people choose to live and ____ . ” – When you are curious about the way someone behaves or the way they feel about something , it’s ____ that you will be annoyed .
When someone acts in a way that seems ____ to you , rather than react in your usual way , such as “ I can’t believe they would do that , ” ____ say something to yourself like “ I see , that must be the way they ____ things in their world . Very interesting . ” In order for this ____ to help you , you have to be genuine as I tried that day . I ____ my perspective from the bottom of my heart . And that made me ____ .
When you are interested in other perspectives , it doesn’t mean you’re ____ them . I certainly wouldn’t choose a punk rock lifestyle or ____ it to anyone else . At the same time , however , it’s really not my ____ to judge it either . One of the most important rules of joyful living is that judging others takes a great deal of energy and ____ you away from where you want to be .21.

A．While

B．Until

C．since

D．when

22.

A．Showing

B．Covering

C．Painting

D．presenting

23.

A．tried on

B．taken up

C．acted out

D．dressed up

24.

A．delighted

B．interested

C．bored

D．obsessed

25.

A．views

B．questions

C．advice

D．plan

26.

A．similar

B．confident

C．humorous

D．different

27.

A．And

B．but

C．So

D．or

28.

A．agreement

B．judgment

C．Improvement

D．entertainment

29.

A．Behave

B．speak

C．grow

D．seek

30.

A．natural

B．certain

C．obvious

D．impossible

31.

A．passive

B．common

C．conventional

D．abnormal

32.

A．just

B．Also

C．still

D．never

33.

A．make

B．find

C．See

D．get

34.

A．person

B．way

C．interest

D．word

35.

A．blocked

B．changed

C．enlarged

D．raised

36.

A．softer

B．Higher

C．narrower

D．angrier

37.

A．as

B．for

C．beside

D．against

38.

A．adapt

B．connect

C．fault

D．decide

39.

A．place

B．attempt

C．fault

D．decision

40.

A．gives

B．Brings

C．pulls

D．puts

阅读下面材料，在空白处填入适当的内容或括号内单词的正确形式。
Spending more than an hour on your smartphone each day may be a sign that you are suffering from depression,     41     new study has suggested. The more time is spent     42    (use) a phone for any reason including texting and going online, the more likely volunteers were     43     have the blues.
Monitoring people’s comings and     44    (go) using GPS tracking on their phones also helped track mood. Spending most of your time at home was also     45    (link) to depression, as was having an     46    (regular) daily schedule, such as unusual shift patterns. “    47     people are depressed, they tend to withdraw and don’t have the motivation and energy to go out and do things, ” said senior author David Mohr. “The data     48     showed depressed people tended not to go many places     49    (reflect) the loss of motivation seen in depression ”
“The significance of this is that we can detect if a person has depressive symptoms and the severity of those symptoms     50     asking them any questions. Phones can provide data obviously and with no effort on the part of the users.”

51. 假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文中共有10处语言错误，每句中最多有两处。每处错误仅涉及一个单词的增加、删除或修改。
增加：在缺词处加一个漏字符号（^），并在其下面写出该加的词。
删除：把多余的词用斜线（\）划掉。
修改：在钷的词下画一横线，并在该词下面写出修改后的词。
注意：1、每处错误及其修改均仅限一词；
2、只允许修改10处，多者（从第11处起）不计分。
Long long ago , there lived a famous beauty , who named XI Shi . Since she suffered from heartburn , she would often frown in front of all neighbour .
A ugly girl—Dong Shi , lived in the same village . She noticed this , thinking it very charmed , also put her hand to her breast and frown in front of everyone . When the rich saw her ,they closed their doors and would come out . But for the poor , they ran across , taking their wives and children . Poor thing ! She should admire Xi Shi’s frown , but did not know why she was beautiful .
    51        52        53        54        55    
    56        57        58        59        60    

52. 学校将组织一次志愿者活动，现有两种方案，一种是去故宫博物院（The Palace Museum）当解说人员（narrator），一种是去儿童福利院（children’s welfare institution）当服务人员。假如你是李华，请你用英语给组织活动的陈老师写一封100~120个词的信，内容包括：
1、选择其中的一种方案，或者自己另选一个方案
2、陈述理由
3、相关准备
注意：信的开头已给出（不计入词数）。
Dear Mr. Chen ,
I’m writing to recommend
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Yours ,
Li Hua