1 . In the more and more competitive service industry, it is no longer enough to promise 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 researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New lineages 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 (投资) a lot of money in information technology and staff training in order to cope with the “phone rage (愤怒)” — caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines,” says 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 them. The aim is to make the customer feel they know you and that you can trust — 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-delivering (saying that a repair will be come out within five hours, but getting it done within two ); replacing a faulty product immediately: throwing in a gift voucher (购物礼券) as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.
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, with 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 taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such 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 2 that .| A．well-treated customers promote business |
| B．unsatisfied customers receive better service |
| C．Satisfied customers catch more attention |
| D．complaining customers are hard to satisfy |
| A．customers often use phones to express their anger |
| B．customer care becomes more demanding |
| C．people still prefer to buy goods online |
| D．customers rely on their phones to obtain services |
| A．“I’m sorry for the delay.” |
| B．“I appreciate your understanding.” |
| C．“I know how upset you must be.” |
| D．“I know it’s our fault.” |
| A．Face-to-face service creates comfortable feelings among customers. |
| B．A company should promise less but do more in a competitive market. |
| C．Companies that promise more will naturally attract more customers. |
| D．Customer delight is more important for airlines than for banks. |
President Xi Jinping attended the opening ceremony of the third Belt and Road Forum for International Cooperation and delivered
| 原因 | （1）中国人口增长过快； （2）二十世纪八十年代开始实行计划生育； （3）大部分中国家庭是独生子女。 |
| 看法 | （1）能受到好的教育；父母关爱更多； （2）孤独、自私，生活能力差；建议多交朋友。 |
| 现状 | 已经全面放开二孩 |
（2）字数100左右；
（3）开头已给出，不计入总字数；
（4）参考词汇：计划生育family program 独生子女the only child
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4 . Zion is among the most visited parks in the USA and is particularly crowded because many of its most popular sites sit in a narrow six-mile canyon (峡谷). Last year, about 4.3 million people visited it, up to 60 percent from a decade ago. So this year, park managers announced they were considering a first for any national park: requiring reservations (预定) for entry.
The National Park Service was created in 1916 to protect the country’s growing system of parks and monuments. Its aim is to conserve scenery and wildlife while also protecting visitor enjoyment for generations to come. For years, the lack of a reservation system for park entry associated with the spirit of adventure: Anyone could come, pretty much anytime.
But recently, both visitors and nature are suffering. Mr. Burns, who is on a team that is considering a reservation system, said some people showed up for a vacation they had planned for months, spent a day in the traffic jam and turned around. Mr. Burns said he favored a reservation policy. He recalled the days when he would jump in a car and pull up to parks across the West with no plans.
When he first came to the park in the 1980s, he wrote a letter home. “I’m living in a no-man’s-land,” he told his parents. He could hike for hours, even days, without seeing anyone, and he remembered the constantly changing light on the canyons, the brilliant green of the trees, the blue water of the Virgin River. Today, he said, when he wants to find solitude (清静), it is usually joined by the distant rumble of the shuttle bus.
“There is only one Zion National Park,” he said to those struggling to see a need for limiting access. “And it’s sacred (神圣的). Its beauty is sacred.”
1. What do we know about Zion from Paragraph 1?| A．It sits in a narrow six-mile canyon. |
| B．It has required reservations for entry. |
| C．It’s the most visited park in the USA. |
| D．More and more people pay a visit to it. |
| A．conserve scenery and wildlife |
| B．prevent visitor enjoyment forever |
| C．allow visitors to visit the parks at any time |
| D．protect the country’s system |
| A．Cautious. | B．Favorable. |
| C．Doubtful. | D．Unconcerned. |
| A．A Popular Reservation Policy |
| B．The National Park Service |
| C．Zion Requiring Reservations for Entry |
| D．Zion National Park — A Safe Place |
1. Who does the organization of Law Society represent?
| A．Native people. | B．Lawyers in Britain. |
| C．Non-humans. | D．Children in Wales. |
| A．They focus on better ways to tackle climate change. |
| B．They forbid other creatures to use trees for food or shelter. |
| C．They recognize the legal rights of the whole natural system. |
| D．They protect things humans find interesting like trees and pets. |
| A．Defending native cultures by law. |
| B．Using laws to protect nature. |
| C．Fighting the loss of biodiversity. |
| D．Using technology to protect the environment. |
6 . Denmark is the largest producer of oil and gas in the European Union, which does not include Norway and the UK, two countries that are larger producers. In 2016, Denmark produced 145,674 barrels of oil per day. That’s why the Danish government’s decision to end all oil and gas exploration in the North Sea is such a big deal.
Denmark will stop extracting (提炼) fossil fuels from the 55 existing oil and gas platforms in the sea at the end of 2050. The future of these offshore oil and gas rigs (钻塔) was uncertain after Denmark agreed to a very ambitious climate target in 2019, to reduce greenhouse emissions by 70 percent in 2030 and to being completely climate neutral 20 years later.
The Danish government estimated that this new policy will amount to $2.147 billion in lost revenue (财政收入). It is the oil and gas industries in the North Sea that made Denmark one of the richest countries as well as one of the happiest. But, for last 10 years, the country has focused on clean energy including offshore wind farms.
Denmark is not the first country to end oil and gas exploration, that title goes to France, but it is the first major fossil fuel producing one and this decision is being applauded by environmental groups.
“This is what climate leadership looks like,” Mel Evans, a climate campaigner for Greenpeace UK, said. “All eyes will be on the UK next year as we host crucial climate talks, so our prime minister should take note.”
While it is unknown if the UK will follow, Denmark’s decision is still a huge victory in the fight against climate change and will go a long way to meeting the 2015 Paris Agreement to keep global warming below 2 degrees Celsius. Hopefully more countries will follow.
1. What has Danmark paid more attention to in the recent decade?| A．Gas and oil. | B．Happiness. | C．Agricultural farms. | D．Clean energy. |
| A．He participated in climate talks. | B．He thinks highly of Denmark’s decision. |
| C．The UK is bound to follow Denmark’s example. | D．Climate talks will influence the future of Britain. |
| A．Favorable. | B．Disapproving. | C．Skeptical. | D．Unclear. |
| A．Oil and Gas Exploration Benefits Denmark | B．Denmark’s New Decision Surprises the World |
| C．Denmark Produces Oil and Gas in Europe Most | D．Denmark Will End New Exploration in North Sea |
On September1, 1965, the Tibet Autonomous Region was officially established, which marked the establishment of the people’s democratic power in Tibet. From then on, the Tibetan people enjoyed the right to administer their own affairs and, together with the people throughout the country, engaged in the socialist development. Nowadays, the Tibet Autonomous Region, covering one-eighth of China’s territory with a population of 2.8 million, has developed rapidly in recent years.
China is a multi-ethnic country and Tibet is an inalienable (不可分割的) part of China. For more than 700 years the central government of China has continuously exercised sovereignty over Tibet. No government of any country in the world has ever recognized Tibet as an independent state. Anyone must be denounced (谴责) if he tries to split his motherland. British Foreign Secretary Lord Lansdowne, in a formal instruction in 1904, called Tibet “a province of the Chinese Empire.” In his speech, Indian Prime Minister Jawaharlal Nehru said, “Over the past several hundred years, as far as I know, at no time has any foreign country denied China’s sovereignty over Tibet.” The Dalai clique and overseas anti-China forces used to claim that between the 1911 Revolution and the founding of the People’s Republic of China in 1949, Tibet became a country “exercising full authority.” However, many historical facts denied such a fallacy (谬论). The so-called “Tibetan independence” which the Dalai clique and overseas anti-China forces spread is nothing but a fiction of the imperialists who committed aggression against China in modern history. Never will they succeed.
[写作内容]
1. 以约30个词概括短文的要点。
2. 然后以约120个词就“西藏是中国领土不可分割的一部分”的主题发表看法，并包括如下要点：
(1) 自古以来，西藏就是中国的领土，西藏历史源远流长；
(2) 在中央政府的大力支持下，西藏在经济、政治、文化等方面都得到了很好的发展；
(3) 达赖分裂祖国的行为必将受到热爱和平的中国人民和全世界华人的强烈谴责；
(4) 作为中学生，你认为该怎么做？
[写作要求]
(1) 可以使用实例或其他论述方法支持你的论点，也可以参照阅读材料的内容，但不得直接引用原文中的句子；
(2) 标题自定。
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8 . The Chinese Communist Party is the ruling party of the People’s Republic of China. China possesses a multi-party, consultative system of government that operates under the leadership of the Communist Party.
According to the Chinese Constitution, all citizens eighteen years of age and older have the right to vote and to run for office.
The National People’s Congress is China’s highest state political organ, with the right to propose and approve legislation. The State Council, also known as the Central People’s Government, is the highest state administrative organ.
State affairs are carried out according to administrative divisions. People’s Congresses and People’s Governments exist at the provincial level (including autonomous regions and municipalities directly under the Central Government), county level (including cities), and village level (including townships).
The People’s Court is the state organ of justice. The court system consists of the national-level People’s Supreme Court, under which are provincial-level Supreme Courts for each province, autonomous region, and municipality directly under the Central Government, followed by mid-level and local-level People’s Courts. The People’s Supreme Court is China’s highest judicial organ. It is responsible to the National People’s Congress and its Standing Committee, and supervises the judicial work of all People’s Courts, Military Courts, and other specialized courts at every level. All legal activities are supervised by the state People’s Procuratorate.
The People’s Procuratorate is the state legal supervisory organ.
In recent years, a trial program of direct election of officials has been instituted at the village and township levels, receiving enthusiastic support from local people and widespread international attention.
Hong Kong and Macao are Special Administrative Regions, with independent elections, legislatures, judiciary, and administrative systems. (281 words)
1. How old is a Chinese citizen when he has the right to vote and to run for office?2. What is the highest state administrative organ?
3. What is the state organ of justice?
4. Which are the two Special Administrative Regions mentioned in the text?
9 . China State Railway Group has recently implemented a new schedule for freight train services between China and Europe, with the aim of ensuring more stable transport times, improving efficiency, and boosting trade between Asia and Europe. The enhanced schedule includes five scheduled weekly freight train services operating along specific routes, enabling accurate determination of transport times between cities. For example, on Wednesdays and Saturdays, a freight train departs from Xi’an, China, to Duisburg, Germany, and returns to Xi’an on Tuesdays. Similarly, on Saturdays, a freight train leaves Chengdu, China, for Lodz, Poland, with the return journey departing every Thursday.
Unlike regular China-Europe freight trains, the new service features fixed carriages, routes, shifts, and set schedules for all sections of the routes, which ensures better control over operation times and improved efficiency. This enhanced schedule has reduced travel time by about 30 percent on average compared to other China-Europe freight trains, providing customers with quicker delivery of goods. Moreover, with fixed schedules and improved efficiency, the new service enhances service quality, ensuring more reliable and timely transportation.
Stable transport times offered by the enhanced schedule support the stability of global industrial and supply chains, facilitating smoother international trade. Looking ahead, China State Railway Group plans to develop more routes with set schedules to further improve the quality of China-Europe freight train services, strengthening the role of freight trains as a reliable alternative to sea and air shipping and supporting the smooth operation of international industrial supply chains.
In conclusion, the enhanced schedule of China-Europe freight trains represents a significant step forward in improving efficiency and reliability in international freight transportation, contributing to the stability and prosperity of global trade.
1. According to the passage, how many days does it take for a freight train to travel from Xi’an to Duisburg and return?| A．Four days. |
| B．Five days. |
| C．Six days. |
| D．Seven days. |
| A．Reducing the frequency of train departures. |
| B．Regularly adjusting transport routes. |
| C．Implementing fixed carriages, routes, and schedules. |
| D．Increasing the speed of freight trains. |
| A．To reduce the number of routes. |
| B．To increase the speed of trains. |
| C．To expand services to more countries. |
| D．To replace sea and air shipping completely. |
10 . Utah’s governor, Spencer Cox, recently signed two bills into law that strictly limit children’s use of social media platforms. Under the law, which takes effect next year, social media companies have to check the ages of all users in the state, and children under age 18 have to get agreement from their parents to have accounts. Parents will also be able to use their kids’ accounts, apps won’t be allowed to show children ads, and accounts for kids won’t be able to be used between 10:30 pm and 6:30 am without parental agreement.
While some people argue age limitation allows tech companies to collect even more data about users, let’s be real: These companies already have much private information about us. To solve this problem, we need a separate data privacy law. But until that happens, this concern shouldn’t stop us from protecting kids.
One of the key parts of the law is allowing parents to use their kids’ accounts. By doing this, the law begins to help address one of the biggest dangers kids face online: harmful content.
One huge challenge the law helps parents get over is the amount of time kids are spending on social media. A 2022 survey found that, on average, children aged 8 to 12 spend 5 hours and 33 minutes per day on social media while those aged 13 to 18 spend 8 hours and 39 minutes daily. It’s warned that lack of sleep is connected with serious harm to children — everything from injuries to depression (抑郁), fatness and diabetes. So, parents need to have a way to ensure their kids aren’t up on social media platforms all night.
Considering the experiences many kids are having on social media, this law will help Utah’s parents protect their kids. Parents in other states need the same support. Now, it’s time for the government to step up and ensure children throughout the country have the same protection as Utah’s kids.
1. Which is allowed according to the new bill?| A．Ads can be put on to children. |
| B．Children can use social media freely. |
| C．Parents can check their kids’ accounts. |
| D．Related companies protect users’ accounts. |
| A．Because children’s right to surf the Internet is limited. |
| B．Because more personal information may be given away. |
| C．Because it prevents the data privacy law from taking effect. |
| D．Because children may become too dependent on the Internet. |
| A．Higher learning efficiency. |
| B．Better personal eating habits. |
| C．Easier access to healthy media. |
| D．Improved physical and mental health. |
| A．Supportive. | B．Doubtful. | C．Flexible. | D．Negative. |
