1 . When writing a complaint letter, you should keep it short and to the point to help ensure that your letter will be read in its entirety. If you write a seven-page complaint letter, it’s highly unlikely that someone will sit down and read all seven pages.
The complaint letter should be addressed to the customer service department. The address and contact information of the customer service department should be available on the company’s products or website.
A printed complaint letter should be written in the business letter format, while an e-mail should be sent in the same format but without the heading (your return address, their address, and the date).
In the first paragraph you should make clear what the issue is. Be sure to include the following information: the time of the issue, location, the name of the person on duty, the name of the product, what the problem is, your account number, model number, price and warranty(保修单) information. Be sure to stick with the facts and avoid putting emotions into your letter.
The next paragraph should state what outcome you would like of the problem, if you received poor service, you could request an apology or a coupon (优惠券). If a product malfunctioned, you could request that you could exchange the product for a new one or request a refund.
The last paragraph should thank the reader for the time. You can also politely express appreciation over something you like about their company’s product or service.
Be sure to keep a copy of the letter for yourself and include photocopies of all documents and envelop them with your letter. You should include your telephone number or e-mail address after your printed name so that they can get in touch with you as soon as possible if necessary.
1. Why should you keep the complaint letter short and to the point?| A．Because the longer it is, the more detailed it will be. |
| B．Because it can make sure that the letter is taken seriously. |
| C．Because longer letters can show my emotions. |
| D．Because short letters are more formal business letters. |
| A．In the heading. | B．In the first paragraph. |
| C．In the second paragraph. | D．After the printed name. |
| A．Failed to function well. | B．Met one’s need. |
| C．Was well produced. | D．Was wrongly delivered |
| A．By analyzing causes. | B．By showing differences. |
| C．By describing a process. | D．By following time order. |
2 . Chinese audiences on average spent more time watching entertainment content online in this uncommon year when the battle against COVID-19 is still being fought.
An average consumer has spent 133.9 minutes each day watching TV dramas, a 10 percent increase compared to last year, according to the report. Interestingly, TV romantic dramas make up 36 percent of all 131 new television series this year, ranking the first.
In the overseas market, Chinese dramas are seeing a rise in popularity, such as hit costume dramas Three Lives Three Worlds, The Pillow Book, and The Romance of Tiger and Rose. The report shows that subscribers (订阅者) of WeTV, the overseas version of Tencent Video in more than 110 countries and regions, have risen 175 percent over last year, with time spent watching these programs up 300 percent year-on-year.
Shows with strong female roles are more popular, like the hit series Nothing but Thirty, I Will Find You a Better Home and A Murderous Affair in Horizon Tower, the report said. It also found that a quality trailer (预告片) played an important role in drawing an audience, as about 90 percent of consumers pick their choices from trailers.
As a result of the six-month shutting down of Chinese cinemas, a number of people have chosen watching films online.
Through Nov. 30, a total of 15 online films have earned more than 10 million yuan, propelling the annual box office income on Tencent Video to nearly 500 million yuan this year. While TV series are almost "dominated" by female audiences, men are favored online movies more. Nearly 70 percent of online film viewers are men, whose favorite themes center on fantasy, comedy and adventure.
1. The shows with strong female roles are mentioned except .| A．Nothing but Thirty |
| B．I Will Find Your a Better Home |
| C．The Romance of Tiger and Rose |
| D．A Murderous Affair in Horizon Tower |
| A．protecting | B．pushing | C．stopping | D．beating |
| A．Chinese audiences spent more time online due to the COVID-19. |
| B．Chinese dramas have made success in the overseas market. |
| C．A quality trailer plays an important role in consumers’ choices. |
| D．Compared with males, females have a more preference for online film. |
3 . I was eleven years old standing outside in just my underwear while I watched the house that I grew up in rapidly burn to the ground.
A few minutes earlier I had been in bed when a scream woke me up. My grandma’s bedroom was just next to mine and my elder brother’s. A fire had broken out there and awakened her. Hearing her scream, my elder brother jumped to action, running from room to room quickly to wake everyone in the house. However, before we could do anything, the fire had consumed (烧毁) the old and wooden house.
I stood there shivering (颤抖) while the fire destroyed my books, clothes, and toys. I watched helplessly while my Mom cried and my Dad sighed. I wondered what was going to happen to us now that we had lost all of our things. As I looked around, though, I realized something for the first time: What matters aren’t things. I saw my elder brother running across the swinging (摇摆的) bridge by our house to get help. I saw my eldest brother who was on crutches (拐棍) from an earlier accident standing unsteadily on one leg. I saw my grandma and dad wrapped in each other’s arms and my mum holding our little dog. I realized at that moment that we were all alive. Everything that was essential had survived the fire. Our lives would continue. We would survive without the “stuff” that was burning. We would all be around to love each other for many years to come. And that was all that mattered.
I still think of that fire at night. It helped me to become who I am today. It showed me for the very first time what is truly essential in life. It helped me to learn that the love we share is far more important than the things we possess.
Live your life then for the things that matter, not for the things you own. Love others. Let the fire inside of you make this world a warmer place. Let your soul shine bright.
1. Who first found the house was on fire?| A．The author. | B．The grandma. |
| C．The elder brother. | D．A passer-by. |
| A．Exited and worried. | B．Worried but lucky. |
| C．Unhappy and upset. | D．Happy but worried. |
| A．Important. | B．Perfect. |
| C．Amazing. | D．Unique. |
| A．We all have each other | B．The magic of a fire |
| C．Growing up with memory | D．Ways to be a better man |
4 . What is the first thing you notice when you walk into a shop? The products displayed at the entrance? Or the softbackground music?
But have you ever noticed the smell? Unless it is bad, the answer is likely to be no. But while a shop's scent(香味) may not be outstanding compared with sights and sounds, it is certainly there. And it is proving to be an increasing powerful tool in encouraging people to purchase.
A brand store has become famous for its distinctive (独特的)scent which floats through the fairly dark hall and out to the entrance, by scent machines. A smell may be attractive but it may not just be used for freshening air. One sports goods company once reported that when it first introduced scent into its stores, customers’ intention to purchase increased by 80 percent.
But while e-shops can only use sights and sounds, bricks-and-mortar stores (实体店) can offer a full experience from the minute customers step through the door to the moment they leave. Another brand store seeks to be much more than a shop, but rather a destination. And scent is just one way to achieve this.
Now a famous store uses complex man-made smell to make sure that the soft scent of baby powder floats through the kid department, and coconut（椰子)scent in the swimsuit section. A department store has even opened a new lab, inviting customers on a journey into the store's windows to smell books, pots and drawers, in search of their perfect scent.
1. According to the passage, what is an increasingly powerful tool in the success of some brand stores?| A．Friendly assistants. | B．Unique scents. |
| C．Soft background music | D．Attractive window display. |
| A．show the advantages of bricks-and-mortar stores |
| B．urge shop assistants to change their attitude |
| C．push stores to use sights and sounds |
| D．introduce the rise of e-commerce |
| A．a platform that exhibits goods | B．a spot where travelers like to stay |
| C．a place where customers love to go | D．a target that a store expects to meet |
| A．compare and evaluate | B．examine and assess |
| C．argue and discuss | D．inform and explain |
5 . Chinese tourists prefer hotels and restaurants that offer free Wi-Fi when traveling abroad. Most Chinese tourists instantly update their social networks using their mobile phones. They send photos and short videos to friends and family when traveling abroad.
About 10 percent of outbound (出境的) Chinese tourists get expensive marring charges (漫游费) by using 4G-powered smart phones. About 90 percent of Chinese travelers consider free Wi-Fi indispensable when traveling abroad. They often use phone apps to create travel routes and book hotels, which requires large data flows that can be expensive without Wi-Fi.
But free Wi-Fi is not always available, even in regions with advanced telecommunications, such as the United States and Europe. Portable Wi-Fi costs 15~50 yuan a day, depending on the country. It’s cheaper in South Korea, Japan and Thailand. The Wi-Fi services increase rapidly thanks to reasonable pricing and smooth surfing.
More than 100 million Chinese went abroad last year, and the10 percent who used Wi-Fi services spent an average of 150 yuan, and it’s expected to grow largely. But the travel agencies business may become out of date in five to eight years, because more locations are offering free Wi-Fi. In the meantime, it is reported that more for-profit models should be introduced and offer more services for outbound travelers in the future.
1. Why do Chinese travelers prefer hotels and restaurants with free Wi-Fi when traveling abroad?| A．They want to have their phones updated. |
| B．They are fond of using phone apps to create their travel routes. |
| C．They prefer to experience the Wi-Fi service in different countries. |
| D．They'd like to share what they have seen with their friends and-family. |
| A．Necessary. | B．Useless. | C．Expensive. | D．Amazing. |
| A．Travel websites will stop offering free Wi-Fi services to travelers. |
| B．Travel website Tuniu intended to compete with Ctrip and launched its Wi-Fi phone service. |
| C．The Wi-Fi costs less when traveling in some Asian countries than in European countries. |
| D．The demand for Wi-Fi transmitters is growing in pace with 4G-smart phones. |
| A．It will be useless when for-profit models are introduced. |
| B．It will be used by more than 100 million Chinese next year. |
| C．It will grow in the future but will be outdated in a couple of years. |
| D．It will offer more non-profit services for outbound travelers. |
6 . Writing letters to relatives was once what most children did before Christmas and birthdays. Surprisingly, half of teenagers have never written a thank-you letter. They think they have no need to write when they communicate with family and friends on e-mails or social media. Most of teenagers complain handwriting is too slow and 17 per cent insist it is outdated. People are worried that the decline could mean the art of handwriting may one day die out even though many still consider it a key skill.
Yet most say that their relying on social media has a negative impact on their writing. More than two thirds of teenagers admit that using their smartphones and social media is, in fact, detrimental to their writing. Meanwhile, some believe typing on a phone makes spelling worse — and seven per cent say their grammar suffers. And a further 7 per cent confess that using text speak in messages means they find writing normally harder as a result. Of those who have actually written a letter,30per cent say they last did so purely because a teacher made them do. Meanwhile, more than one in ten concede it was because his parents forced them to do so. This may seem surprising given the study showing that many believe a handwritten letter is more heartfelt. Almost two thirds say receiving a handwritten letter would mean so much more.
It is showed that, outside of school, many don’t even have the means to write at home. Nine per cent do not own a pen. And 56 per cent do not have letter paper at home. However, 73 per cent have an iPad and 89 per cent own a smartphone.
The government has now launched a Just Write campaign, aiming to encourage people of all ages to pick up a pen and start writing. Handwriting is one of the most creative abilities we must have. Youngsters should be encouraged to put pen to paper.
1. Why aren’t the teenagers fond of writing?| A．Because their way of communication has greatly changed. |
| B．Because they are not fond of Christmas and their birthdays. |
| C．Because they don't consider it an important skill to master. |
| D．Because the writing will make people think of good things. |
| A．Helpful. | B．Cool. |
| C．Harmful. | D．Careful. |
| A．It is tiring. | B．It is moving. |
| C．It is troublesome. | D．It is frightening. |
| A．The children have written too much at school. |
| B．The children are very busy with smartphones. |
| C．The children think that writing is out of date. |
| D．The children don't have the tools to write with |
7 . Will human beings find intelligent alien (外星的) life anytime soon? Probably not, according to theoretical physicist Stephen Hawking.
Hawking made the prediction during the Breakthrough Starshot announcement in New York City on April 12. At the news conference, Hawking, along with Russian billionaire sponsor Yuri Milner and a group of scientists, detailed a new project that aims to send a large number of tiny, wafer-size (薄饼大小的) spaceships into space to the neighboring star system Alpha Centauri (半人马座阿尔法星).
If these tiny spaceships travel at 20 percent of the speed of light, they'll be able to reach Alpha Centauri in just 20 years, Milner said. Once there, the spacecraft will be able to do a 1-hour flyby of Alpha Centauri and collect data that's impossible to gather from Earth, such as taking close-up photos of the star system, studying space dust molecules (分子) and measuring magnetic fields (磁场), said Avi Loeb, chairman of the Breakthrough Starshot Advisory Committee and a professor of science at Harvard University.
In addition to learning about space technology, the audience wanted to hear about aliens--specifically, when scientists might find them.
Hawking took questions from reporters in advance so that he would have time to prepare his answers.
Hawking has famously predicted that intelligent aliens might threaten humankind. Indeed, when asked about what Earthlings should do if we came across intelligent alien life, he said, “We should hope that they don' t find us.”
Other researchers at the conference offered a more optimistic view of alien life.
1. What are the wafer-size spaceships mainly designed for?| A．Looking for aliens. | B．Doing a 1-hour flyby. |
| C．Landing on Alpha Centauri. | D．Collecting data about Alpha Centauri. |
| A．pretty soon human beings will find alien life |
| B．we may find alien life a danger to human beings |
| C．Alpha Centauri is suitable for human immigration (移民) |
| D．scientists should be sent into space to collect data |
| A．sponsors | B．reporters |
| C．human beings | D．scientists |
| A．analysis of the data collected |
| B．other questions from reporters |
| C．possible ways to defend us against aliens |
| D．other scientist’ opinions on alien life |
8 . On average, Americans spend about 10 hours a day in front of a computer or other electronic devices and less than 30 minutes a day outdoors. That is a claim by David Strayer, a professor of psychology at the University of Utah. In his 2017 TED Talk, Strayer explained that all this time spent with technology is making our brains tired.
Using an electronic device to answer emails, listen to the news and browse the web puts a lot of pressure on the front of the brain, which, Strayer explains, is important for critical thinking, problem-solving and decision-making.
Therefore, it is important to give the brain a rest. And being in nature, Strayer claims, helps a tired brain away from too much technology. More than 15, 000 campers from around the world attended an international camping festival in September. That is when friends and family take time off and escape to nature for several days. They take walks, climb, explore, swim, sleep, eat and play. Camping may be just what a tired brain needs.
Take Carl for example. He lives in West Virginia and enjoys camping. He says that staying outdoors makes him feel at ease. It also prepares him for the work he must do. Kate Somers is another example who also lives in West Virginia. She says she enjoys camping with her husband and two children. She calls it a “regenerative” experience.
At the University of Utah, David Strayer has studied both short-term and long-term exposure to nature. He found that spending short amounts of time in nature without technology does calm the brain and helps it to remember better. However, he found, it is the long-term contact with nature that does the most good. He and his research team found that spending three days in nature without any technology is enough time for the brain to fully relax and reset itself.
1. According to David Strayer, which of the following is true?| A．Americans dislike outdoor activities. |
| B．Electronic equipment should be quitted. |
| C．New technologies also have some downsides. |
| D．Electronic equipment brings great convenience. |
| A．To try another lifestyle. | B．To let our brain relax. |
| C．To make better decisions. | D．To play with our family and friends. |
| A．Refreshing | B．Memorable | C．Remarkable | D．Tiring |
| A．Electronic Equipment Harms the Brain | B．Good Rest Develops Good Memory |
| C．Tips on Using New Technologies | D．Being in Nature Is Good for the Brain |
9 . During a small earthquake, you will feel a little shaking. Pictures hanging on the walls might move back and forth. Dishes might rattle (发出响声) inside the kitchen cabinet. A lamp might possibly fall and break.
In a very strong earthquake, you might be thrown upward or down to the ground. Cracks might appear in the ground. Windows might be broken. Buildings and bridges might fall down. People might be injured or even killed.
Strong earthquakes often suddenly break electric wires. That means electric lights and machines will not work. Water pipes sometimes break, so people have no water to drink. Pipes that carry natural gas and tanks that hold petrol and dangerous chemicals can break and start fires.
Aftershocks (余震) are miniquakes that come after the main part of an earthquake. They can cause even more damage. Aftershocks are especially dangerous for rescue workers who have gone into ruined buildings to help people who are trapped inside. The buildings can collapse,_trapping the rescue workers along with the people they are trying to help.
Very strong earthquakes can cause tsunamis in the ocean, which may bring great damage. Earthquakes can cause landslides where dirt and rocks slide down the sides of a mountain and damage buildings and hurt people. Earthquakes can also cause avalanches (雪崩) and heavy snow slide down a mountainside. An avalanche can be just as dangerous as a landslide.
1. All the following may be the results of a strong earthquake EXCEPT that ________.| A．strong bridges fall down |
| B．people have no water to drink |
| C．some dangerous chemicals flow out |
| D．dishes in the kitchen shake and make sounds |
| A．Aftershocks are not as dangerous as the main part of an earthquake. |
| B．Aftershocks are even more dangerous than big earthquakes to the rescue workers. |
| C．Aftershocks always cause more serious harm than the main part of an earthquake. |
| D．Aftershocks are strong earthquakes following the main part of an earthquake. |
| A．fall down | B．shake out | C．set up | D．break through |
| A．strong earthquakes can cause tsunamis in the river |
| B．strong earthquakes are caused by the movements of oceans |
| C．landslides do less damage than strong earthquakes |
| D．strong earthquakes can cause other big natural disasters |
10 . Robots have certain advantages compared to humans. They are efficient, tireless, can be repaired when damaged and they never get sick. The last quality has made them the star during our fight against the COVID-19(新冠肺炎). While thousands of medical workers have fallen ill dealing with this highly infectious virus and a lot more have to stay at home for fear of getting the disease, this isn’t a problem for robots. This is why the COVID-19 outbreak is seen as the “tipping point” for robots to start to replace humans in certain jobs.
In hospitals, robots are used to perform high-risk tasks. In China, for example, a hotel in Hangzhou employed a robot to deliver food to people under quarantine(隔离). In Spain, robots are about to be used to test people for the coronavirus(冠状病毒).
In non-medical companies, robots are also replacing human employees since they don’t have the problem of the social distancing and will never take sick leave. Fast-food chains like McDonald’s are not only delivering food with robots in some areas, but also looking to use them as cooks and servers. Walmart and Amazon, for example, where robots are already used in packing and shipping, are planning to increase the number of robots in these areas.
But this sudden boom in robot demand doesn’t mean that they can replace humans successfully in every aspect. According to Bill Smart, a roboticist at Oregon State University, the human contact between doctors and patients is still important. Doctors comfort the patients and guide them through hard decisions while robots are only doing daily tasks, like cleaning and giving tests.
It might be true that robots have certain advantages over humans, but they are still secondary to human’s communication and emotion.
1. Which of the following is not the advantage of robots over human beings?| A．They never fall ill. |
| B．They can offer emotion support. |
| C．They are efficient in work. |
| D．They can be repaired when damaged. |
| A．To explain robots are more intelligent than humans. |
| B．To prove robots have social ability wherever they are. |
| C．To explain how robots replace humans in non-medical companies. |
| D．To prove McDonald’s and Walmart are famous companies in the world. |
| A．Sharp increase. | B．Low supply. |
| C．Short explosion. | D．Excellent performance. |
| A．The Efficient Tireless Robots | B．Robots Will Replace Humans |
| C．Robots Aid in Coronavirus Fight | D．The demand For Robots Increase |
