题目
题型：不详难度：来源：
Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞满了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(业余兼职的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren"t so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
小题1:Why are store managers often the last to hear complaints?
| A．Most shoppers won’t complain even if they have had unhappy experiences. |
| B．It is difficult for customers to have easy access to store mangers. |
| C．Few customers believe the service will be improved after their complaints. |
| D．Shoppers would rather tell their unhappy experiences to people around them. |
| A．The same products can be bought in other retail stores. |
| B．It is not likely the shopper can find the same products in other stores. |
| C．New customers are sure to replace old ones. |
| D．Not complaining to the manager causes the shopper some trouble too. |
| A．Hiring of efficient employees. |
| B．Manners of the salespeople. |
| C．Huge supply of goods for sale. |
| D．Design of the store display. |
| A．voice their dissatisfaction to store managers directly |
| B．settle their disagreements with stores in a friendly way |
| C．put pressure on stores to improve their service |
| D．shop around and make comparisons between stores |
答案
小题1:D
小题2:A
小题3:B
小题4:A
解析
试题分析：这篇材料讲的是超市改善服务的问题，按内容可分为改善原因、改善内容和改善方法三个部分。
小题1:细节题：第二段讲到了Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints.，大意是顾客很少会向经理们抱怨，而是会提醒(alert)他们的朋友、亲戚、同事等。这里的alert也就是向人抱怨、劝其不要去该商场的意思。所以顾客们实际上经常抱怨，只是抱怨对象不是经理，而是身边的人，选D
小题2:句意理解题：从前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知这些抱怨让零售商头疼但是顾客很高兴，因为他们在其他的商店可以买到同样的商品。选A
小题3:细节题：第四段列举了几种能够减少头疼(relieve the headaches，也就是减少顾客的不满)的方法，分别是redesigning store layouts(对应D), pre-stocking sales items(对应C), hiring speedy and experienced cashiers(对应B), and having sales representatives on hand to answer questions(与A稍有关系)。此后的一段指出最为重要的是销售人员能够圆滑而礼貌地应对愤怒的顾客。选B
小题4:推理题：在最后一段，作者从顾客的角度分析如何改善购物体验，第一句就提出了建议：filing complaints to the retailer，file作为动词，是“提出”，用在这里指向零售商投诉、抱怨，而retailer指的是商场主或经理。A
核心考点
试题【High-quality customer service is preached（宣扬）by many, but actually keeping custo】；主要考察你对题材分类等知识点的理解。[详细]
举一反三
Apple’s products are the envy of the world. They have been amazingly successful and are widely imitated, if not copied. The minute Apple launches a product, everyone knows how to compete．This idea that the basis of competition is set by Apple and then the race is on to climb the path of improvement is unquestionable. When Apple releases a product that defines a category or dramatically changes the structure of an industry, it becomes obvious what needs to be built. But what I wonder is why everyone wants to copy Apple"s products but nobody wants to copy being Apple?
I can think of two reasons. Firstly, Apple is not worth copying because it"s not successful; secondly, Apple"s success cannot be copied because it is a magical process.
There is a great deal of evidence for the first assumption. The idea of Apple being successful is not something reflected in its stock price. Being valued lower than the average company in the S&P（标准普尔）500 indicates that to whatever degree Apple was successful in the past, and it"s not seen by the vast majority of observers as successful in the future. Why should one bother copying Apple if it results in being punished with a low valuation? If one works really hard at innovation（革新）and then that innovation becomes commoditized（商品化）very quickly, why should one bother?
When innovation practitioners are asked what makes Apple successful, the answers regarding the cause of this success border on the mythical. The fabulous part of this assumption is the " chief-sorcerer" theory of success which places one magician, like Steve Jobs, in charge of casting all the right spells．
What about Apple"s own opinion of what makes it tick? Tim Cook refers to a great team and integration（一体）of hardware, software and services as unique Apple advantages. It"s a better explanation. Integration is something that can take a long time, but it is possible with great effort. A few companies are starting to make moves in that direction, but efforts are half-hearted. There is no "move the Earth" feeling to become an integrated company from Samsung, Google or Microsoft.
My own suspicion is that Apple is more aware of what makes it special than it lets out. However, as Tim points out, it"s not a formula. It"s complex, it"s subtle, but it"s not magic. It"s a process that requires a degree of faith and courage.
小题1:When a new product of Apple comes out, often it _________.
| A．ruins an industry dramatically |
| B．puts itself in an unbeatable position |
| C．starts a revolution of an industry |
| D．is soon overtaken by imitated products |
| A．Apple is not a successful company |
| B．they have no access to relevant resources |
| C．it"s hard to find a magician like Steve Jobs |
| D．being Apple takes more than time and efforts |
| A．other companies are dedicated to integration |
| B．Apple itself is fully aware of its unique advantages |
| C．Apple will hold the leading position in this industry |
| D．other companies don"t have an extraordinary team as Apple does |
| A．Neutral. | B．Disappointing. | C．Indifferent. | D．Acceptable. |
More and more companies are allowing their office workers to wear casual clothes to work. In the United States, the change from formal to casual office wear has been gradual. In the early 1990s, many companies allowed their employees to wear casual clothes on Friday（but only on Friday）.This became known as “dress-down Friday” or “casual Friday”. “What started out as an extra one-day-a-week benefit for employees has really become an everyday thing.” said business consultant Maisly Jones.
Why have so many companies started allowing their employees to wear casual clothes? One reason is that it’s easier for a company to attract new employees if it has a casual dress code.” “A lot of young people don’t want to dress up for work,” says the owner of a software company, “so it’s hard to hire people if you have a conservative（保守的）dress code.” Another reason is that people seem happier and more productive when they are wearing comfortable clothes. In a study conducted by Levi Strauss and Company, 85 percent of employers said that they believe that casual dress improves employee morale（心境，士气）. Only 4 percent of employers said that casual dress has a negative influence on productivity. Supporters of casual office wear also argue that a casual dress code helps them save money. “Suits are expensive, if you have to wear one every day,” one person said. “For the same amount of money, you can buy a lot more casual clothes.”
小题1:David Smith refers to himself as having been “a clothes addict,” because .
| A．he often wore khaki pants and a sports shirt |
| B．he couldn’t stand a clean appearance |
| C．he wanted his clothes to look neat all the time |
| D．he didn’t want to spend much money on clothes |
| A．they make him feel at ease when working |
| B．he cannot afford to buy expensive clothes |
| C．he looks handsome in casual clothes |
| D．he no longer works for any company |
| A．Many employees don’t like a conservative dress code. |
| B．Comfortable clothes make employees more productive. |
| C．A casual clothes code is welcomed by young employees. |
| D．All the employers in the U. S. are for casual office wear. |
| A．Company workers started to dress down about fifty years ago. |
| B．Dress-down has become an everyday phenomenon since the early 90s. |
| C．“Dress-down Friday” was first given as a favor from employers. |
| D．Many workers want to wear casual clothes to impress people. |
| A．saving employees’ money |
| B．making employees more attractive |
| C．improving employees’ motivation |
| D．making employees happier |
A new generation addiction is quickly spreading all over the world. Weboholism（网瘾）, a twentieth century disease, affects people from different ages. They surf the net, use e-mail and speak in chat rooms. They spend many hours on the computer, and it becomes a compulsive habit. They cannot stop, and it affects their lives.
Ten years ago, no one thought that using computers could become compulsive behavior that could affect the social and physical life of computer users. Such behavior has seriously affected teenagers and college students. They are likely to log(写日志) on computers and spend long hours at different websites.
They become hooked（着迷） on computers and gradually their social and school life is affected by this situation. They spend all free time surfing and don’t concentrate on homework, so this addiction influences their grades and success at school. Because they can find everything on the websites, they hang out there. Moreover, this addiction to websites influences their social life.
They spend more time in front of computers than with their friends. The relation with their friends changes. The virtual life becomes more important than their real life. They have a new language that they speak in the chat rooms and it causes cultural changes in society.
Because of the change in their behavior, they begin to isolate themselves from society and live with their virtual friends. They share their emotions and feelings with friends who they have never met in their life. Although they feel confident on the computer, they are not confident with real live friends they have known all their life. It is a problem for the future. This addictive behavior is beginning to affect all the world.
小题1:.The main idea of the passage is about__________.
| A．the cause of weboholism | B．the advantage of weboholism |
| C．the popularity of weboholism | D．the effect of weboholism |
| A．weboholism has the greatest effect on teenagers |
| B．students can hardly balance real and virtual life |
| C．people are addicted to games on the Internet |
| D．virtual life is more vivid and attractive than real life. |
| A．It contributes to the development of the web. |
| B．The chat room language may change social culture. |
| C．The problem will be getting more and more serious later. |
| D．People addicted to the web often become inactive in real life. |
Recently, I noticed a pattern among activities that people find fun：Have a mission. There’s something about having a playful purpose，of trying to achieve something that makes an activity more fun.
For example a friend told that she loved visiting flea markets（旧货市场）and antique stores to look for old globes-not fancy ones，but cheap ones. She has a rule that she"ll never pay more than＄20. She’s the kind of person who loves wandering around in those kinds of shops in any case，but having a mission makes it more fun, less aimless.
For that matter，having a collection of any sort is a very popular way to have a mission. You get satisfaction whenever you find another piece of blue sea glass on the beach or another out-of-print book by Charlotte Yonge in an old bookstore.
Taking photos is a common way to incorporate(使并入) a mission into traveling. Not only does this help keep memories vivid, it also makes you more attuned（协调一致）to your environment while traveling. For example，during my most recent visit to New Haven，I had a lot more fun wandering around once I set myself the mission of taking tourist photos of my own romance.
Why is this true? The First Splendid Truth holds that to be happier，you have to think about feeling good and feeling right，in an atmosphere of growth. The more I’ve thought about happiness，the more surprised I’ve been at the importance of the “atmosphere of growth.” I think this is a huge engine of happiness, and when you have a mission, you create an atmosphere of growth whenever you pursue that mission.
Have you found a way to have a mission? What is it and does it boost your happiness?
小题1:. According to the author, happy people____
| A．don"t need to have fun |
| B．don"t have to be occupied with work |
| C．can have 20 times more fun than others |
| D．are always finding sources of feeling good |
A. Have fun. B. Join in an activity.
C. Find something interesting to do. D: Hunting for a job.
小题3: The author explains the key factor in having a happy life by____.
| A．making a comparison | B．presenting numbers |
| C．stating common sense | D．using examples |
| A．How to live happily |
| B．Where to look for fun |
| C．The importance of feeling good |
| D．Having a mission can make you happier |
Research revealed one in five parents dislike old classics such as Snow White and the Seven Dwarves and Rapunzel and are in favor of more modern books. One third of parents said their children have been left in tears after hearing the horrible details of Little Red Riding Hood. And nearly half of mothers and fathers refuse to read Rumplestiltskin to their kids as the themes of the story are about kidnapping and crimes. Similarly, Goldilocks and the Three Bears was also a tale likely to be left on the book shelf as parents felt it forgives stealing.
The survey of 2,000 adults was conducted to mark the launch of the hit US drama GRIMM, which starts tonight at 9pm on Watch, and sees six episodes based on traditional fairytales. The survey found a quarter of parents questioned wouldn’t consider reading a fairytale to their child until they had reached the age of five, as they prompt too many awkward questions from their children.
Steve Hornsey, General Manager of Watch, said: “Bedtime stories are supposed to calm down children and send them off to sleep soundly. But as we see in GRIMM, fairytales can be dark and dramatic tales so it’s understandable that parents worry about reading them to young children.”
“As adults we can see the innocence in fairytales, but a five-year-old child with an over active imagination could take things too seriously. Despite the dark nature of classic fairytales, as we see in GRIMM, good will triumph over evil and there is always a moral to the story.”
The study also found two thirds of mums and dads try to avoid stories which might give their children nightmares.
However, half of parents said traditional tales are more likely to have a strong moral message than a lot of modern kids’ books, such as The Gruffalo, The Hungary Caterpillar and the Mr. Men books.
小题1:Why don’t some parents want to read Rumplestiltskin to their kids?
| A．Rumplestiltskin forgives stealing |
| B．Rumplestiltskin is too difficult |
| C．Rumplestiltskin is too long |
| D．Rumplestiltskin may have bad influence on Children |
| A．a fairytales book |
| B．a movie for children |
| C．a play loved by children |
| D．a drama based on traditional fairytales |
| A．There is a moral to a classic fairytale. |
| B．Fairytales are dark. |
| C．Adults take fairytales too seriously. |
| D．Fairytales are not good for children"s sleep. |
| A．Optimistic | B．Not mentioned | C．Casual | D．Disapproving |
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