题目
题型:不详难度:来源:
Shoppers seldom complain to the manager or owner of retail store, but instead will alert their friends, relatives, co-workers, strangers and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts retailers and entertains consumers.” Said Paula Courtney, president of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.
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 salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty peaking spaces. This guidance got rid of the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers.
“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” Said professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filing 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.Few customers believe the service will be improved. |
B.Customers would rather relate their unhappy experiences to people around them. |
C.Customers have no easy access to store managers. |
D.Most customers won’t bother to complain even if they have had unhappy experiences. |
A.can find their cars easily after shopping | B.won’t have trouble parking their cars |
C.can stay longer browsing in the store | D.won’t have any worries about security |
A.Design of the store layout. | B.Hiring of efficient employees. |
C.Manners of the salespeople. | D.Huge supply of goods for sale. |
A.voice their dissatisfaction to store managers directly |
B.shop around and make comparisons between stores |
C.settle their disputes with stores in a diplomatic way |
D.put pressure on stores to improve their service |
答案
小题1:B
小题1:B
小题1:C
小题1:A
解析
小题1:B 细节题。本题考查因果关系。根据题干信息定位到文章第三段,而答案出现在文章第二段,原文的二、三段构成了一组因果关系。正确答案为[B]“人们宁愿向身边的人提及他们的不愉快经历”,其中,“身边的人”对应原文中的“朋友、亲戚、同事和陌生人”。[A]选项意思与原文相反;[C]和[D]选项均为原文没有提及的信息。
小题1:B 细节题。定位到文章第八段第一句话:…some retailers solved the parking problems by getting moonlighting local police to work as parking attendants”,因此答案为[B]选项“不再有停车的麻烦”。本题只要定位准确,[A]、[C]、[D]选项可以直接排除。
小题1:C细节题。题干中有最高级most,对应原文倒数第三段的more importantly。原文的信息为diplomatic(世故的,练达的)和polite(礼貌的),[C]选项中的manners正好归纳了这两个单词,所以答案选[C]。本题与64题考查的都是定位能力。
小题1:A细节题。定位到文章最后一段,题干信息better shopping experience与原文中的improved shopping experience对应。答案为[A]选项“直接向商店经理提出不满”,对应原文中的filing complaint to the retailer。 [D]选项中的exert pressure(施加压力)原文中无对应信息;[B]选项对应倒数第三段,为非定位点信息;[C]选项原文并未提及。
核心考点
试题【High-quality customer service is preached(宣扬) by many, but actually keeping cust】;主要考察你对题材分类等知识点的理解。[详细]
举一反三
Not only have more and more women entered the labor market over the years, but the depression has been harder on men. In October the unemployment rate for men was almost eleven percent compared to eight percent for women.
Industries that traditionally use lots of men have suffered deep cuts. For example, manufacturing and building lost more jobs last month. But health care and temporary employment services have had job growth. Both of those industries employ high percentages of women.
Thirty years ago, women earned sixty-two cents for every dollar that men earned. Now, for those who usually work full time, women earn about eighty percent of what men earn. And women hold fifty-one percent of good-paying management and professional jobs.
Yet a study released Thursday said men still hold about nine out of every ten top positions at the four hundred large companies in California. The results have remained largely unchanged in live years of studies from the University of California, Davis.
Also, a new research paper in the journal Sex Roles looks at the experiences of women who are the main earners in their family. Rebecca Meisenbach at the University of Missouri in Columbia interviewed fifteen women. She found they all valued their independence and many enjoyed having the power of control, though not all wanted it.
But they also felt pressure, worry and guilt. Partly that was because of cultural expectations that working women will still take care of the children. Also, men who are not the main earners may feel threatened.
The job market continues to suffer the effects of last year’s financial crash. Now, a judgment has been reached in the first case involving charges of criminal wrongdoing on Wall Street.
Last week, the government lost its case against two managers at Bear Stearns, the first investment bank to fail last year. A jury found Ralph Cioffi and Matthew Tannin not guilty of lying to investors.
The hedge funds they supervised lost their value in two thousand seven. But jurors said there was no clear evidence that they meant to mislead investors.
The Justice Department continues to investigate other companies.
小题1:Why is the unemployment rate for men higher.
A.Because there are more men workers in industries. |
B.Because many industries mainly employing men now don’t need so many workers. |
C.More and more women take the place of men. |
D.Because health care and temporary employment services don’t employ men. |
A.women haven’t got complete equality as men |
B.only by becoming the main earners in their family can women gain a high position |
C.all women now value independence and the power of control |
D.taking care of children is now shared by men and women |
A.Men hate that women earn more money. |
B.It is commonly believed that women should take care of children. |
C.The job market has recovered from the effect of the financial crisis. |
D.Now women working full time earn more than men. |
A.They contributed to the financial crash. | B.They led a corrupt life. |
C.They lied to investors. | D.A jury found them misleading investors. |
小题1:If someone has an accident in the afternoon, you should ____________.
A.Phone 37499 | B.Ensure no one enters the danger area |
C.Report to the Police station at J J Thomson Ave | D.Call an ambulance on 1-999 |
A.In the Assembly area | B.At the Fire station |
C.At the University | D.At Turner Hospital |
A.go to the Assembly area | B.phone the Fire brigade on 37499 |
C.use the red ‘break glass boxes’ | D.make sure the fire alarms aren’t being tested |
His father was not so pleased and made his feelings known as he and Stephen were on their daily walk. It was the first step in his plans for Stephen to take over the estate(地产)when the time came, and although Stephen was well aware of this, he could think of no reason not to accompany him.
"Thought you"d forgotten that nonsense. Still, I dare say I could pull a few strings to get you to the Army..."
"No, Father! I have told you I want to learn to fly. What chance would I have to do that in the Army? I"d be better off in the Navy——at least they"ve got the Fleet Air Arm. But I have been put in the RAF and that"s where I want to be, so let"s leave it at that." His face went red. Sent to his father"s school and then to Cambridge, much to his satisfaction, he had never had to defend his own desires and his father was a hard man to oppose.
The father glared at Stephen, "No, I won"t leave it at that. I want to know what other ridiculous ideas are in your head. For a start, what"s all this about America?"
"America?"
"Yes. All those books I saw in your room the other day. Brochures about emigration(移民)."
The big, silvered head lowered, like that of a bull about to charge."Don"t trouble to deny it."
"I won"t, Father. Some men at Cambridge have been talking about it. They want people like us here, mathematicians and scientists, for all kinds of research——the sort of research I could do.It would be a worthwhile life for me."
The father responded exactly as his son had known he would."You"ve got a worthwhile life here!You"ve got an estate to run!"
"No, Father. You"ve got an estate to run. I never asked for it. Why not ask Baden to do this stuff? He perhaps can make a good job of it, but I..."
"If he were here, I might think about this silly idea of yours——only think about it, mind you but..."
小题1:If Father wanted Stephen to take over the estate, the first thing he did would__________.
A.take a walk with Stephen as usual |
B.wait till his son graduated from Cambridge |
C.persuade Stephen not to go into RAF |
D.send Stephen to the Army instead of RAF |
A.Stephen preferred to go into the Navy rather than the Army. |
B.Stephen also received his call-up papers as Roy. |
C.The father didn"t like Stephen"s idea of going to America. |
D.Stephen was eventually forced to stay to run the estate. |
A.Stephen had never had to defend his desires before |
B.Baden might be one of Stephen"s family members |
C.Stephen wanted to fly in RAF and become a pilot in America |
D.if somebody took over the estate, Stephen could realize his dream |
A.It looked as if the father was angry when mentioning the brochures. |
B.The father was very angry and wanted to beat his son Stephen. |
C.Stephen was annoyed when his father referred to the brochures. |
D.A big red bull was about to charge at Stephen. |
A.RAF——a better choice than the Army | B.A talk between Father and Son |
C.The dreams of a Cambridge student | D.Conflict between Father and Son |
Marcus Yallow, 17, from San Francisco is much more comfortable in front of a computer than obeying the rules of society. Smart, fast and wise to the ways of the networked world, he has no trouble outwitting (骗过) his high school’s monitoring system. This way he and his friends get to head off to play a popular online game in real life.
While they are playing, a bomb explodes on the Bay Bridge. Marcus stops a military vehicle to get help for his injured friend, but this simple act throws him into a Department of Homeland Security (DHS) secret prison. There he is treated as a possible terrorist. He is eventually let go after four days, but his injured friend disappears.
When he returns, Marcus discovers that there are many "security measures" in place and that now all citizens are treated like potential terrorists. While some consider this government action necessary for public safety, Marcus sees this as a complete destruction of the rights he is supposed to have as a citizen.
He knows that no one will believe his story, which leaves him with only one thing to do: to take down the DHS himself. He helps organize a large network called Xnet to spread the truth, anonymously (匿名地).
The book presents a young man who is irresponsible, but learns about himself, and grows, in the course of the story. As part of this learning and growing he becomes aware of very serious issues about his society.
小题1: What kind of article does this passage belong to?
A.A fascinating story. | B.A book review. | C.News report | D.A TV programme |
A.damage | B.reward | C.ruin | D.protection |
A.he killed his friend |
B.he bombed a military vehicle |
C.he did something that a possible terrorist could do |
D.his injured friend disappeared |
A.Marcus Yallow is much more comfortable obeying the rules of society |
B.Marcus Yallow is smart, fast and wise in real life |
C.Marcus Yallow always plays online games in real life |
D.Marcus Yallow is expert at the network world |
A.is supposed to be more irresponsible |
B.becomes aware of very serious issues about his society |
C.presents a young man who is irresponsible |
D.plays a popular online game in real life |
The constant demands, together with the exhausting effects of interrupted sleep, can make it hard to find the time and energy to exercise or prepare healthy meals.
Here are some tips for common problems new moms face:
Problem: No time to cook proper meals. When you’re caring for a baby, cooking proper meals seems like a luxury. Instead you rely on convenience meals and processed foods.
Solution: Try to get more support. Friends, family members, and neighbors are often delighted to help, so don’t feel you have to do everything yourself. Use the extra time to prepare some healthy meals. Follow the basic rules of cutting down on fat and increasing fruit and vegetable intake.
Problem: Sugary or high-fat snacks(零食). Tiredness can leave you feeling sleepy, run-down, and in need of an immediate help from sweets and high-fat snacks.
Solution: Turn snacking to your advantage. Eat high-fiber, low-fat, low-sugar snacks; these will fill you up without adding too many calories. For an energy boost, eat a banana, which is high in potassium -- a mineral essential for muscle and nerve function -- or try a handful of raisins, which are high in iron but low in fat.
Problem: No time or energy to exercise. A baby is a constant demand on your time, so you’re too tired or busy to exercise.
Solution: Increasing activity levels will help you obtain a net calorie loss, while toning exercises will tighten your muscles. Though you may feel too tired to do any exercise, it is worth persevering because in the long run your energy levels will increase. Involve your baby in your postnatal(产后) exercises; start by walking with the child in a carriage or sling. Swimming is another aerobic exercise that you can both enjoy by joining a mother and baby class. Many pools have childcare facilities, so you can swim a few laps on your own.
Problem: Lack of sleep. The new baby interrupts your sleep, depleting your energy and leaving you tense and exhausted.
Solution: Practice some relaxation techniques whenever you have a few free moments. Meditation, visualization, or yoga can help your body recover and give you more energy.
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