题目
题型：不详难度：来源：
45 to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the 46 company loses between 10 and 30 percent of its customers every year. In constantly changing 47 , this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.
Only now are organizations beginning to wake up to these lost opportunities and calculate the 48 implications. 49 the number of customers a company loses can make a big 50 in its performance. Research in the US found that a five percent decrease in the number of defecting(流失的) customers led to 51 increases of between 25 and 85 percent.
In the US, Domino’s Pizza estimates that a regular customer is 52 more than five thousand dollars over ten years. A customer who receives a poor quality product or 53 on their first visit and 54 never returns, is losing the company thousands of dollars in 55 profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer 56 is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to 57 them”, says Adrian Payne of Cornfield University’s School of Management. “Research suggests that there is a close relationship between retaining customers and making profits. 58 customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price 59 , and may provide free word-of-mouth advertising. Retaining customers also makes it 60 for competitors to enter a market or increase their share of a market.”
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答案
小题1:B
小题2:C
小题3:A
小题4:B
小题5:D
小题6:A
小题7:A
小题8:C
小题9:D
小题10:D
小题11:C
小题12:B
小题13:A
小题14:A
小题15:B
小题16:B
小题17:C
小题18:A
小题19:A
小题20:C
解析
小题1:B 短语辨析。A尤其；B实际上；C至少；D首先；这里是指事实上，明智的话经常被忘记。
小题2:C 代词辨析。这里是指这家公司忽视了另外一方面。
小题3:A 上下文串联。管理者往往会变得忘乎所以。
小题4:B 上下文串联。这里是指他们忘记了要保证顾客还是顾客。
小题5:D 上下文串联。这里是指不能留住顾客和吸引顾客会让公司失去很多。
小题6:A 形容词辨析。这里是指每个公司评价每年损失百分之10-30的顾客。
小题7:A 名词辨析。这里是指在不断变化的市场上，这是常有的事情。
小题8:C 形容词辨析。只有现在组织开始唤醒那些失去的机会，并计算出经济的影响。
小题9:D 上下文串联。一个公司失去的客户数量的减少可以产生很大的影响。
小题10:D 固定词组。Make a difference产生影响。解析同上。
小题11:C 名词辨析。在美国的研究发现人数减少5%(流失的)客户至利润25至85%的升幅。
小题12:B 上下文串联。一个普通的客户是价值5000美元以上的超过十年
小题13:A 上下文串联。一位顾客接收质量差的产品或服务,在首次访问以后结果就再也不来了、
小题14:A 上下文串联。解析同上、
小题15:B 形容词辨析。是指这样会让公司损失潜在的利润。
小题16:B培养顾客忠诚背后的逻辑是无法否认的
小题17:C 上下文串联。上文说很多公司聚焦于吸引顾客，却忘记了要留住顾客，keep表示留住。
小题18:A 上下文串联。已经留住的顾客倾向于购买更多的，是可以预见的成本通常低于新客户提供服务。
小题19:A 这里指这部分顾客对于价格并不敏感。
小题20:C 上下文串联。这里是指留住顾客让竞争对手很难进入你的市场。
核心考点
试题【Everyone in business has been told that success is all about attracting and reta】；主要考察你对题材分类等知识点的理解。[详细]
举一反三
Changing fashions are nothing more than the intentional creation of waste. Many women spend vast sums of money each year to replace clothes that have hardly been worn. Women who cannot afford to throw away clothing in this way, waste hours of their time altering the dresses they have. Skirts are lengthened or shortened; neck－lines are lowered or raised, and soon.
No one can claim that the fashion industry contributes anything really important to society. Fashion designers are rarely concerned with vital things like warmth, comfort and durability. They are only interested in outward appearance and they take advantage of the fact that women will put up with any amount of discomfort, as long as they look right. There can hardly be a man who hasn’t at some time in his life smiled at the sight of a woman shaking in a thin dress on a winter day, or delicately picking her way through deep snow in high－heeled shoes.
When comparing men and women in the matter of fashion, the conclusions to be drawn are obvious. Does the constantly changing fashion of women"s clothes, one wonders, reflect basic qualities of instability? Men are too clever to let themselves be cheated by fashion designers. Do their unchanged styles of dress reflect basic qualities of stability and reliability? That is for you to decide.
小题1:The writer would be less critical if fashion designers placed more stress on the of clothing
___ .
| A．comfort | B．appearance | C．cost | D．suitability |
| A．Fashion designs should not be encouraged since they are only welcomed by women. |
| B．The constant changes in women"s clothing reflect their strength of character. |
| C．The fashion industry makes an important contribution to society. |
| D．New fashions in clothing are created for the commercial exploitation of women. |
| A．women’s inconstancy in their choice of clothing is often laughed at |
| B．women are better able to put up with discomfort |
| C．men are also exploited greatly by fashion designers |
| D．men are more reasonable in the matter of fashion |
Throughout our lives we are going to face many challenges and pains, but we should never let these obstacles keep us from following our dreams. We must overcome every obstacle one small step at a time.
As a young girl, my parents forced me to do so many things that I didn’t like. They made me learn to play the violin and then the piano. At that time I hated music and I also hated them. But looking back now, I am so glad that my parents encouraged me to take music lessons. Music has enriched(丰富) my life in so many ways. I now realize that my parents and teachers wanted me to have a better life than they did themselves.
We are all going to experience growing pains, but they are just part of our life. They might seem so huge at the time, but we must be strong. Think about how we would feel if we had no challenges and lived a life like that. Life would be really boring and meaningless. The future is ours! A little hard work and sweat never hurt anyone! If we realize that these pains are just small bumps(碰撞) on our road to success, we will realize that our growing pains are actually growing gains!
小题1:The underlined word “obstacles” (in Paragraph 2) roughly means things that ______.
| A．are related to your studies |
| B．you easily achieve |
| C．make you happy |
| D．make it difficult for you to do something |
| A．She is fearful | B．She is grateful |
| C．She feels trapped | D．She feels hateful |
| A．life without challenges is dull |
| B．life needs no pains but sunshine and happiness |
| C．we should give up faced with challenges as the future is ours |
| D．we shouldn’t easily pay a little hard work in growing up |
| A．life is full of hardships |
| B．growing pains can turn into growing gains in a positive way |
| C．everyone is painful in growing up |
| D．everyone should do what they don’t like when young |
51 The worst thing you can do is ignore it. Too often parents feel children and teens need to “work things out” on their own. If the problem is ignored, your child’s self-esteem will become unhealthy, he will be hurt mentally or physically, and he could become a bully himself.
Here are five steps you can take if your child is having problems with a bully:
52 This is an important first step and will help your child trust that you are able to help him with his problem. Accept what he has to say at face value by using your active listening skills.
Let your child know that he is not alone. 53 Reassure your child that he is not the problem. Nothing he did caused the bully to go after him.
If your child is being threatened in a physical or illegal way at school, report the problem. Your child may not want you to do this, or the school may not take it seriously, but violence cannot be tolerated. 54 You will need to model assertive (果断的) behavior by alerting those in charge where the bullying is taking place.
Teach your child assertive behavior and how to ignore routine teasing. Let them know it is okay to say “No.” sometimes even friends bully, so letting your child know they can be true to their own feelings and say “No” can go a long way.
55 Giving up possessions or giving in to a bully in anyway encourages the bully to continue. Identify ways for your child to respond to a bully---showing assertive but not aggressive behavior---and role-play them.
| A．Believe what your child tells you. |
| B．Encourage your child not to give in to a bully. |
| C．Praise your child for being brave enough to talk about it. |
| D．Bullying is a terrible situation for a child to have to cope with. |
F. Most children have to deal with some type of bullying behavior at one time or another.
G. If your child comes to you because a bully is bothering him, you need to pay close attention to the problem.
★What do you do with it?
Go to a telephone box marked "Phone-card"．Put in your card to start, make your phone call and when you have finished, the screen will tell you how much is left on your card．It costs no extra for the cards, and the calls cost 10 p（便士） per unit, the same as any other pay-phone call．You can buy it in units of 10, 20, 40, 50, or 100．
★Appear in a shop nearby．
Near each card-phone place, you will find a shop where you can buy one．They are at bus, train or metro stations．At universities, hospitals, clubs, restaurants and shopping centers, you can also buy it．
★No more broken pay-phones．
It is possible that many pay-phones don"t work because they have been damaged． There are no coins in a card-phone to excite the thieves" interest in it．So you are not probably to find a broken one．
Get a phone-card yourself and try it out．Or get a bigger wallet．
小题1:The passage is most probably ____．
| A．a warning | B．a notice |
| C．an advertisement | D．an announcement |
| A．a shop | B．a coin | C．a pay-phone | D．a phone-card |
| A．you have got a bigger wallet than others |
| B．it"s convenient to make calls with a phone card |
| C．the phone box might have been damaged |
| D．there are many different kinds of phone-cards |
Most of my earliest childhood memories are of the beach — in the hot sun, building sandcastles, burying Dad in the sand.
Now the coast has a pleasant and relaxing attraction beyond words. I look forward to a windy cliff-top walk or a rainy day rock-picking just as much as those rare moments when I get to a short sleep in the sun. But there’s nothing more pleasurable than turning up at a beach to find it deserted.
These are my favourite secret beaches — ones either not well known or take a bit of effort to get to. Most of those listed scored highly in the Marine Conservation Society Good Beach Guide 2009; the others are too secret even for them.
Sennen Clove is just a mile northeast of Land’s End, the westernmost point of mainland England. It’s a beautiful spot, with white sands, deep green sea and amazing sunsets over the Isles (群岛) of Scilly, 28 miles away.
The west-facing beach is popular with surfers, with bigger waves and winds often found at the Gwenver end. There’s a beach restaurant with good views of the bay and the sunsets.
The smallest of Isles of Scilly, Bryher is a mile long, half a mile wide — and a natural wilderness of unbelievable scenery. Walk along the narrow sandy roads to the eastern seaboard and you come to two quiet beaches.
Green Bay has views over to the palm trees of Tresco’s Abbey Gardens, and a little further south is Rushy Bay, a beautiful beach facing the deserted island of Samson.
On Bryher, farm shops sell locally grown produce, and they trust you to leave the money in the pot. It’s that kind of place.
小题1:The best title for this passage is ________.
| A．The Beautiful British Isles |
| B．Secret Beaches on the British Isles |
| C．The Most Pleasurable Place in Britain |
| D．My Experience of Searching Beaches |
| A．The author is a tourist guide in a tourist agency. |
| B．The author likes walking on a rainy cliff-top most. |
| C．The author wrote the article to advertise for the beaches. |
| D．The author loves beaches that are not known to most people. |
(LE="Land’s" End SC="Sennen" Cove IS="the" Isles of Scilly)
小题4:In the author’s view, farmers on Bryher are ________.
| A．sincere | B．selfish | C．courageous | D．mean |
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