1. Why did the speaker go on the tour?
| A．It was the prize of a competition. |
| B．John asked her to go with him. |
| C．It was her travel plan. |
| A．The drinks. | B．The food. | C．The waiters. |
| A．Disappointing. | B．Amazing. | C．Terrible. |
| A．She rode an elephant. |
| B．She went to the mountains. |
| C．She relaxed in the hotel. |
3 . What are the speakers talking about?
| A．Polite greetings. | B．Table manners. | C．Body language. |
With the development of economy, people tend to pursue high quality living conditions. Most of the parents try their best to offer their children comfortable circumstances, but they seldom have time to stay with their children. In my opinion, no matter how busy they are, they should make the best use of their time to stay with their children.
Every time when parents take them to the amusement park, help them to prepare their birthday parties, applaud for them when they are competing in the sports meeting, the time they spend with children will become treasure in their memories.
Children need the direction from their parents. There is some wrong behavior in our society, such as dishonesty, violence and so on. Children have weak resistance in defending this negative influence. In this case, parents’ instructions seem to be very important to children’s growth. Parents should sit down and talk with them about what they should do and should not do.
I do not deny that there are some disadvantages in spending too much time with children. Some parents restrict their children, and give them little freedom to develop their interests. Therefore, I emphasize that parents should educate and instruct their children appropriately in their spare time apart from their busy work.
写作内容：你将参加一场主题辩论会，主题为“父母该为孩子的行为习惯负责吗?”参赛前，你要查阅相关资料，并准备你的主题发言，请仔细阅读下文，然后完成以下的任务：
以约30个词概括短文的要点；
然后以约120个词就“父母该为孩子的行为负责吗?”这个主题发表你的看法，并包含以下的内容要点：
你认为父母是否该对此负责，并阐明你的理由；
你对父母们的建议。
写作要求：你可使用实例或其它论述方法支持你的论点，也可以参照阅读材料的内容，但不能抄袭阅读材料中的句子。
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5 . I don’t think the color of the shirt ________ that of your tie.
| A．adjusts | B．fits | C．matches | D．suits |
6 . 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. |
| A．saved was teachers’ energy | B．was teachers’ energy saved |
| C．teachers’ energy saved | D．was saved teachers’ energy |
It was in the afternoon before the end of the Second World War that Antonio Black, who was twelve, caught sight of a beautiful brooch (胸针) in a shop window. The brooch is so beautiful that he was unwilling to leave the store until he had purchased it. But it was too expensive — $5. His family was very poor and his parents struggled to make ends meet. Five dollars would buy almost a week’s food for his family.
Antonio couldn’t ask his father for the money. Everything his father made through fishing went to his mother, Susan. Slim and beautiful, his mother was the center of the home and the glue that held it together. The housework was never-ending, and she struggled to feed and clothe their five children, but she was happy as her family and their well-being were all she cared about.
Nevertheless, he opened the shop’s door and went inside. Standing proudly and straight in his flour-sack (面粉袋改做的) shirt and washed-out trousers, he told the shopkeeper what he wanted, adding, “But I don’t have the money right now. Can you please hold it for me for some time?”
“I’ll try,” the shopkeeper smiled. “People around here don’t usually have that kind of money to spend on things. It should keep for a while.”
Antonio respectfully touched his worn cap and walked out. He would raise the money and not tell anybody, for he thought Mum would be surprised when she saw that brooch. On hearing the sound of hammering (锤打) from a side street, Antonio suddenly had an idea that he could raise money by selling the used nail bags. People built their own homes in Bay Roberts, using nails bought in bags from a local factory. Sometimes the used bags were thrown away at the construction site, and Antonio knew he could sell them back to the factory for five cents a piece. That day he sold two nail bags and hid the money in a rusty soda tin.
注意：1. 续写词数应为150左右；
2.请按如下格式在答题卡的相应位置作答。
Every day after school, Antonio started his plan.
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________The day finally came!
__________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Holidays are not necessarily for fun or rest. Doing something meaningful can also gain special pleasure. When the final bell rang, the students were reminded that there was no school on Monday—the Labor Day. “Enjoy your extra day off” said the teacher to her class.
An extra day off unsuited Kayla just fine. She loved breaks. She wanted to go out to play with her friends. When the school bus dropped Kayla off, she ran into the house happily.
“How was school, Kayla?” asked her mom.
“It was great, Mom. I am excited about no school on Monday.”
“You just started back to school two weeks ago. Already in need of a break, huh?” asked Kayla’s mom with a laugh.
Kayla slept in the next morning. Saturday was her favorite day of the week. I trained most of the day, so Kayla enjoyed playing videogames inside. On Sunday, her friends came over and they played basketball for several hours.
Then it was Labor Day, you know, the extra day off that Kayla was so looking forward to. But Kayla was awakened early that morning by her dad. He told Kayla that in honor of Labor Day, the family would be cleaning both inside and outside the house. Kayla couldn’t believe it. This was a holiday. A day when she was supposed to be enjoying freshly squeezed lemonade while playing in her tree house. As Kayla wiped here yes, she began to wonder if this was just a bad dream.
“Kayla, your breakfast is ready. We have a lot of work to do today. Let’s get a move on,” said Kayla’s mom. As she sat down at the kitchen table, Kayla asked her parents，
“Are you serious about working today? Isn’t Labor Day a holiday?”
“Yes, Kayla. It is,” replied her dad. “But your mom and I thought working hard today would make you appreciate why Labor Day was observed in the first place.”
注意：1.所续写短文的词数应为150左右;2.请按如下格式在答题卡的相应位置作答。
At first Kayla felt disappointed at her parents’ plan for the holiday.
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________But things began to change as she was doing the chores.
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________A Little Boy
A little boy selling magazines for school walked up to a house that people rarely visited. The house was very old and shabby and the owner hardly ever came out. When he did come out, he would not say hello to his neighbors or passers-by but simply just glared at them.
The boy knocked on the door and waited, sweating from fear of the old man. The boy’s parents told him to stay away from the house, and a lot of other neighborhood children were told the same thing from their parents.
Dusk found the boy lingering on and hesitating what to do. As he was ready to walk away, the door slowly opened. “What do you want?” the old man said impatiently. The little boy was very afraid but he had a quota (定额) to meet for school with selling the magazines. So he got up the courage and said, “Uh, Sir, I am selling these magazines and, uh, I was wondering if you would like to buy one from me.”
The old man just stared at the boy without a word. The boy could see inside the old man’s house and saw that he had dog figurines (小雕像) on the fireplace mantle. “Do you collect dogs?” The little boy asked. “Yes, I have many collections in my house. They are my family here and they are all I have.” The boy then felt sorry for the man, as it seemed that he was a very lonely soul.
“Well, I do have a magazine here for collectors. It is perfect for you. I also have one about dogs since you like dogs so much.” The old man was ready to close the door on the boy and said, “No, boy. I don’t need any magazines of any kind, now goodbye.”
The little boy was sad that he was not going to make his quota with the sale. He was also sad for the old man being so alone in the house that he owned. The boy went home and then had an idea. He had a little dog figurine that he got some years ago from an aunt. The figurine did not mean nearly as much to him since he had a real live dog and a large family.
注意:1. 续写词数应为150左右；
2. 请按如下格式作答。
The little boy headed back down to the old man’s house.
___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________From that day on something changed inside the old man.
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