2 . Directions: Complete the following passage by using the words in the box. Each word can only be used once. Note that there is one word more than you need.

A question B. favor   C. satisfaction   D. claims   E. acceptable F. general   G. employed   H. expected I. recommend J. threaten   K. promise

When a consumer finds that an item she or he bought is faulty or in some other way does not live up to the manufacturer’s     1    , the first step is to present the warranty (保修卡), 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     2    .

A simple and common method     3     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     4    , supposing 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     5     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     6    . If this cannot be done, the consumer will succeed best by presenting specific information as to what is wrong, rather than by making     7     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     8     the consumer to write to the 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     9     result, the consumer can go to a step further. She or he can     10    to take the seller to court or report the seller to a private or public organization responsible for protecting consumer’s rights.

3 . Directions: Complete the following passage by using the words in the box. Each word can only be used once. Note that there is one word more than you need.

A. commit       B. confused       C. fuel            D. interacting        E. genuine        F. leap G. poison       H. setbacks   I. stream   J. upgrading        K. unplug

With so many investments required of us to succeed – time, resources, talents, responsibilities, even finances for our retirement – it’s easy to lose sight of the most difficult investment of all to     1     to: ourselves.

Getting to the point where you’re ready to start     2     to you 2.0 isn’t easy. But it doesn’t mean dropping the ball everywhere else. It's not about omissions, but admissions. Come clean with yourself to kick-start your personal growth.

Unstuck starts with “u”

No one purposely chooses to stop learning and growing again, it just kind of happens in a lot of daily responsibilities and life. And if it were easy to just kick it into gear (挡位) again, you would have already done it. But the truth is inescapable. If you want to get off that place to higher ground, it’s up to you and only you. No one will just hand you a steady     3     of opportunities for growth.

You’ve been working in your life, not on it

Activity is often     4     with acceleration (忙碌). I was guilty of this for years in working place – staying always busy but not admitting I was bored. I was lost in activity and not stepping back to take time to question what I wanted my life to be. Once I began working on my life – quitting corporate, becoming an entrepreneur, restructuring to my life – I started growing once again. And I’ve never been happier.

Things aren’t happening to you, they’re happening for you

A victim mentality (心态) is the enemy of personal growth. Lamenting over everything that has gone wrong in your life only wastes energy from working to make more things go right. If you want to kick-start growth, you must view     5     as having a purpose, and then put them in their place. The past shouldn’t run or define you – only     6     you.

The perfect time to start doesn’t exist

I had so many things that had to be just right before I could make my long-planned     7     from corporate. I’d tell myself, “I’d love to go for it right now, but practically speaking.” Well, guess what? Practicality is     8    . It’s the convenient excuse stopping you from what you’re meant to become.

It’s time to     9     others’ opinions

Grow where you want to grow. Learn what you want to learn. Wherever you are on the scale of what you want to learn next – be it beginner or near-expert own it, be proud of it. Pretences are for pretenders. You’re just trying to become a better version of your     10     self.

4 . Directions: Complete the following passage by using the words in the box. Each word can only be used once. Note that there is one word more than you need.

A. administered            B. assess          C. evaluating          D. externally     E improperly F. Life-threatening        G. measures            H. original        I preexisting          J. principles          K vital

First Aid: Difference between Death and Life

First aid is emergency care for a victim of sudden illness or injury until more skillful medical treatment is available. It may save a life or improve certain    1    signs including pulse, temperature, and breathing. First aid must be    2    as quickly as possible. In the case of the critically injured, a few minutes can make the difference between complete recovery and loss of life.

First-aid    3    depend upon a victim's needs and the provider's level of knowledge and skill. Knowing what not to do in an emergency is as important as knowing what to do. For example,    4    moving a person with a neck injury can lead to permanent health problems.

Despite the variety of injuries possible, several    5    of first aid apply to all emergencies. The first step is to call for professional medical help. The victim, if conscious should be reassured that medical aid has been requested, and asked for permission to provide any first aid. Next,    6    the scene, asking other people or the injured person's family or friends about details of the injury or illness, any care that may have already been given, and    7    conditions such as heart trouble. Unless the accident scene becomes unsafe or the victim may suffer further injury, do not move the victim.

First aid requires rapid assessment of victims to determine whether    8    conditions exist. One method for    9    a victim’s condition is known by the acronym ABC, which stands for:

A-Airway: is it open and clear?

B-Breathing: is the person breathing? Look, listen and feel for breathing.

C-Circulation: is there a pulse? Is the person bleeding    10    ? Check skin color and temperature for additional indications of circulation problems.

5 . Directions: Fill in each blank with a proper word chosen from the box. Each word can be used only once. Note that there is one word more than you need.

A. understand	B. information	C. freely	D. permit	E. results
F. develop	G. ordinary	H. local	I. normal	J. interview
K. allows

As societies develop, their members start to see things not so much according to what they need, but according to what they want. When people have enough money, these wants become demands.

Now, it’s important for the managers in a company to     1     what their customers want if they are going to     2     effective marketing strategies. There are various ways of doing this. One way at supermarkets, for example, is to     3     customers while they're doing shopping. They can be asked what they prefer to buy and then the     4     of the research can be studied. This provides information on which to base future marketing strategies. It's also quite     5     for top managers from department stores to spend a day or two each month visiting stores and mixing     6     with the public, as if they were     7     customers, to get an idea of how customers act.

Another way to get     8     from customers is to give them something. For example, some fast food restaurants give away tickets in magazines or on the street that     9     customers to get part of their meal for nothing. As well as being a good way of attracting customers into the restaurants to spend their money, it also     10     the managers to get a feel for where to attract customers, and which age-groups to attract.