gave the child a small treat? Or have you ever received a telephone call from a shopkeeper asking you whether
an item you bought a month before was meeting your needs? No doubt you noticed these gracious acts.
Business firms nowadays are quick to have programs designed to ensure product and service quality. But
If you want to make those"little things" a high customer service priority (优先权), here are a few tips for
you to follow.
Make a list of the simple acts you can perform for your customers. It might include handing out key chains
or other small gifts to customers, or extending delivery service to elderly customers. Just be sure every item is
economical and easy to carry out.
Training in the"little things" helps your people lean skills and attitudes. If you"re your people to hand out
small gifts of your business, be sure they"re goods available in your store. If you want your people to take extra
time with customers, be sure you schedule enough staff during rush business hours. If you want your people
to follow up with customers on the telephone at the end of each month, be sale you drop the sales load a bit at
that time.
Training in the "little things" doesn"t end with a single activity. It must become part of everyday life in your
business. Show the importance of the "little things" by word and deed. Be sure everyone practices the art of
customer courtesy (礼貌) each day. Announce the power of the "little things" through every possible means.
The more cheer leading you do about this topic. The more it will become deeply fixed in the workplace.
B. clear
C. easy
D. kind
B. you praise employees who show courtesy to customers
C. little things are given to customers all the time
D. you drop the sales load a bit at that time
B. clear off goods kept long in the stole
C. build a relationship between seller and buyer
D. help the employees learn attitudes and skills
B. the importance of "little things" in business
C. how to train the employees in the business firm
D. praising employees who show courtesy to customers
I had to drive back and forth to get my car into the 2 space. That left 3 enough room to open the door.
Then one day I arrived home 4 , and just as I turned off the engine, the yellow Oldsmobile entered its
space-too close to my car, 5 . At last I had a chance to meet the driver. My patience had 6 and
I shouted at her, "Can"t
you see you"re not 7 me enough space? Park farther over." Banging (猛推) open door into 8 , the driver
shouted back: "Make me!" 9 this she stepped out of the garage. Still each time she got home first, she parked
too close to my 10 . Then one day, I thought,"What can I do?" I soon found 11 . The next day the woman 12
a note on her windshield(挡风玻璃):
Dear yellow Oldsmobile,
I"m sorry my mistress(女主人)shouted at yours the other day. She"s been sorry about it. I know Because
she doesn"t sing anymore while 13 . It wasn"t like her to scream 14 . Fact is, she"d just got bad news and was
taking it out on you two. I 15 you and your mistress will 16 her.
Yours neighbor,
Blue Buick
When I went to the 17 the next morning, the Oldsmobile was gone, but there was a mote on my windshield:
Dear Blue Buick,
My mistress is sorry, too. She parked so 18 because she just learned to drive. We will park much farther
over after this. I"m glad we can be 19 now.
Your neighbor,
Yellow Oldsmobile
After that, whenever Blue Buick 20 Yellow Oldsmobile on the road, their drivers waved cheerfully and
smiled.
( )1. A. driven ( )2. A. complete ( )3. A. quite ( )4. A. hurriedly ( )5. A. as usual ( )6. A. run into ( )7. A. keeping ( )8. A. mine ( )9. A. For ( )10. A. room ( )11. A. an instruction ( )12. A. put ( )13. A. working ( )14. A. on end ( )15. A. hope ( )16. A. comfort ( )17. A. office ( )18. A. crazily ( )19. A. neighbor ( )20. A. followed | B. parked B. close B. nearly B. first B. as planned B. run about B. saving B. hers B. With B. area B. a result B. wrote B. driving B. so long B. know B. help B. flat B. eagerly B. friends B. passed | C. stopped | D. stayed D. fixed D. hardly D. timely D. as yet D. run off D. leaving D. ours D. Upon D. side D. a chance D. discovered D. cooking D. any more D. suggest D. please D. garage D. early D. writers D. greeted |
阅读理解。 | |||
When a cat is frightened, its heart starts beating faster, its muscles (肌肉) get tense, and there are changes in the chemicals in its blood-stream. If the danger continues, it will defend itself, or it will run away as fast as possible. Something like this also happens to people. When we are excited, angry, scared or aroused by other emotions, our bodies go through many physical changes, all of which make us more alert (警觉的) and ready to react. We, too, get ready to defend ourselves or run. Human beings, however, have a problem that animals never face. If we give way to our feelings and let them take over, we can get into trouble. Have you ever said something in anger-or hit somebody-and regretted it later? Have you ever shouted at a teacher, told somebody you were lonely, or said you were in love, and then wished later you had kept your mouth shout? It isn"t always wise to express your feelings freely. Does this mean that it"s smarter always to hide our feelings? No! If you keep your feelings of anger, sadness, and bitterness hidden away or bottled up inside, your body stays tense. Physical illnesses can develop, and you can feel disturbed badly inside, it can actually be bad for your health. You can try to treat emotions as if they were bananas in the cupboard. You can hide them and you can pretend they don"t exist, but they"ll still be around. And at last you"ll have to deal with them, just like those bananas. | |||
1. By taking cat as an example, the author wants to show us that _______. | |||
A. animals can"t control their feelings B. people can"t control their feelings C. people physical reactions are like those of animals in a way D. people"s bodies go through many physical changes in certain situations, too. | |||
2. It"s mentioned in the text that human beings get into trouble because ______. | |||
A. we are not as alert as animals B. we sometimes can"t control our feelings C. we always do something wrong to other people D. we don"t pay attention to our physical changes | |||
3. The author wants to tell us in the last two paragraphs that ______. | |||
A. there"s no way to deal with our feelings B. we should put some bananas in a cupboard when we"re angry or scared C. feelings will gradually disappear when we hold them in D. we should neither express our feelings freely nor hide the bad feelings inside | |||
4. The author"s purpose in writing this article is to _______. | |||
A. tell us that it"s pretty good to keep our feelings inside B. give some advice on how to express our feelings freely C. make us deal with our feelings in a wise way D. make us know it isn"t always good to express our feelings freely | |||
语法填空。 | |||
Nathan Myhrvold in the video talked about what he did after he left Microsoft in 1999. He talked about what he did in archeology, nuclear technology, photography, and even cooking! I don"t know about you, but I know 1 is from the video that I get a lot of inspiration. It teaches me lessons 2 how to live an exciting life. You can feel Myhrvold"s passion and 3 (enthusiastic) during the talk. He is a clear example of curiosity. I thought I already had wide interests, 4 after watching this video I realize just how narrow my world is. I learn a lot from the depth of his interests. 5 I"m interested in something, usually I only have enough interest to go through 6 skin. I don"t have enough interest to go deep into that subject. But Myhrvold not only has wide interests, 7 has deep interests. It"s deep enough to make him an expert in a field. This is an important lesson for me. I need to widen my interests, but even 8 (important), I need to deepen them. That"s a key to 9 (live) an exciting life. I just imagined that if Leonardo da Vinci lived in the 21st century, he 10 (be) like Nathan Myhrvold. | |||
阅读理解。 | |||
I am wearing a small red ribbon this morning to remind myself and others around me that today is World AIDS Day. The red ribbon, an international symbol of AIDS awareness, is gaining increasing public recognition as more Chinese, from top leaders to movie stars, wear it today. Gone were the days when the topic of HIV/AIDS was a public and media taboo (禁忌). Over the past few years, we have watched, read and heard many stories from doctors, volunteers and public health officials at the forefront of HIV/AIDS prevention and treatment. Quite a few people with HIV/AIDS have come forward to share their experiences on TV or in the media. The local and central governments have become more forthcoming (be helpful) with their new prevention and treatment programmes, and financial input. The latter rose from less than 1 million yuan (US$ 121,000) in 1986 to a pledge of 800 million yuan (US$98.8 million) in the year of 2006. The change from silence to public and media campaigns with official promises has been remarkable, especially since China battled through the SARS crisis. But have we got a full understanding on HIV/AIDS? What do we know about the extent of HIV/AIDS in China? The figures, ranging from confirmed cases to estimates, remain debated. After all, no more than a year has passed since the policy of free medical tests was make public. Unknown numbers from the high-risk groups drug addicts and people working in sex- related place as well as farmers who once sold blood could still be reluctant to come forward. | |||
1. what does the red ribbon stand for? | |||
A. AIDS B. World AIDS Day C. AIDS awareness D. AIDS prevention and treatment | |||
2. Which of the following is Not true according to the text? | |||
A. The topic of HIV/AIDS was a public and media taboo in the past. B. The topic of HIV/AIDS is now still a public and media taboo. C. Now a lot of people with HIV/AIDS have come forward to share their experiences on TV. D. The writer wears a small red ribbon because today is World AIDS Day. | |||
3. In paragragh 5 "The latter" refers _______. | |||
A. financial input B. new prevention programmes C. new treatment programmes D. the central governments | |||
4. We can learn from the text that high- risk groups of HIV/AIDS in China include the following EXCEPT ____. | |||
A. drug addicts B. people working in sex-related place C. farmer who once sold blood D. people getting close to those affected with HIV/AIDS | |||
5. What is the best title of the passage? | |||
A. The Red Ribbon B. Always keep red ribbon in sight C. About AIDS D. Help people with AIDS | |||
阅读理解。 | |||
This book is written expressly (清楚地) for students in an attempt to present the material that is most | |||
1. This piece of writing is _____. | |||
A. an introduction to a course book B. a professor"s letter to his students C. the record of an introductory speech D. from a school announcement | |||
2. To read this book _____. | |||
A. previous course in chemistry are necessary B. a good mastery of biochemistry is essential C. one needn"t have studied chemistry before D. one must first review his high school courses | |||
3. In the author"s experience, the students are most interested in _____. | |||
A. inorganic chemistry B. biochemistry C. organic chemistry D. chemistry as a whole | |||
4. The underlined word "allotted" in the last paragraph means _____. | |||
A. separated B. obtained C. needed D. distributed | |||
5. Paragraph 4 suggests that one characteristic of this book is its _______. | |||
A. simplicity in presentation B. thoroughness in the field C. vividness of the language D. adaptability to various needs |