Most people who experience bad service while traveling, shopping, or dining out do no complain. They accept bad services or products without making a sound. Why? Many feel complaining won’t do any good. In fact, they’re wrong, because companies don’t want their customers unhappy. Not sure you can do it? Here are some ways to use when things go wrong.
1.If you have a complaint, do something about it right away. The longer you wait, the harder it will be to get your complaint solved.
2.First, complain to the servers. If they are not going to solve your problem, then ask politely to speak to a manager. And if that doesn’t work, you can always request to speak to the manager’s manager!
3.Demand a discount(折扣). Let’s say you were promised a hotel room with an ocean view, but got a view of a brick wall instead; if you were promised a seat in the front of a plane, but got a seat in the back. You should do something about both of these situations. Ask a special discount.
4.Don’t be passive. Offer ways you think the company can satisfy you.
5.Insist on the price you were told. If you are refused, get a manager’s name and telephone number, and promise to follow up with a letter and a telephone call.
6.If all else fails, wait until you get home and take action. Call the company’s head office, and speak to the most powerful person possible. Then follow up your call with a letter of complaint. If necessary, call the customer protection office in your city and complain.
According to the text, people don’t complain because________.
| A．they think complaining doesn’t work |
| B．they consider it wrong to complain |
| C．they don’t want to waste their time |
| D．they don’t want to become unpopular |
To complain about something, you should________.
| A．wait until you come back home |
| B．prepare for a long time |
| C．talk to the manager directly |
| D．try to solve the problem actively |
What might be the best title for the text?
| A．Get what you should get |
| B．Complain as you please |
| C．Take action to deal with problems |
| D．Avoid trouble and don’t complain |
It is quite reasonable to blame traffic jams, the cost of gas and the great speed of modern life, but manners on the road are becoming horrible．Everybody knows that the nicest men would become fierce tigers behind the wheel．It is all right to have a tiger in a cage, but to have one in the driver’s seat is another matter altogether.
Road politeness is not only good manners, but good sense too．It takes the most cool-headed drivers great patience to give up the desire to beat back when forced to face rude driving．On the other hand, a little politeness goes a long way towards reducing the possibility of quarrelling and fighting．A friendly nod or a wave of thanks in answer to an act of politeness helps to create an atmosphere of good will and calm so necessary in modern traffic condition．But such behaviors of politeness are by no means enough．Many drivers nowadays don’t even seem able to recognize politeness when they see it.
However, misplaced politeness can also be dangerous．Typical examples are the driver who waves a child crossing the street at a wrong place into the path of oncoming cars that may be not able to stop in time．The same goes for encouraging old ladies to cross the road wherever and whenever they want to．It always amazes me that the highways are not covered with the dead bodies of these grannies (奶奶).
An experienced driver, whose manners are faultless, told me it would help if drivers learnt to correctly join in traffic stream without causing total blockages that give rise to unpleasant feelings．Unfortunately, modern drivers can’t even learn to drive．Years ago, experts warned us that the fast increase of the car ownership would demand more give-and-take from all road users．It is high time for all of us to take this message to heart.According to the passage, troubles on the road are often caused by .
| A．road conditions | B．the speed of modern life |
| C．the large number of cars | D．the behavior of the drivers |
In the writer’s opinion, .
| A．drivers should show road politeness properly. |
| B．strict traffic rules are badly needed |
| C．unskillful drivers should be punished |
| D． drivers should avoid traffic jams |
The underlined word “give-and-take” in the passage means .
| A．politeness and impoliteness |
| B．willingness to give in to each other’s wishes |
| C．offering help to others as much as possible |
| D．good manners and bad manners |
What is the best title of the passage?
A．Road Politeness B．Traffic Problems
C Bad Manners on the Road D．Good Drivers and Bad Driver
WASHINGTON — It is announced Friday that White House visitor records will be opened up on a regular basis for the first time in modern history, providing the public an unusually detailed look at who gets the opportunity to help shape American policy at the highest levels.
“Americans have a right to know whose voices are being heard in the policymaking process,” the president said in a written statement issued by the White House while he vacationed with his family at Camp David.
By the end of the year, the White House will begin posting online every month the names of the people who visited in the last 90 to 120 days. Each person’s full name will be listed, along with the date and time they entered and left and the name of the person they visited. About 70,000 to 100,000 people visit the White House each month, and the records will include tourists as well as people conducting business.
The White House pointed out several exceptions to the policy: “purely personal guests” of the Obama family; those cases in which the disclosure(透露) of visitors’ names “would threaten national safety interests”; and those who come for “particularly sensitive meetings,” like candidates for a Supreme Court nomination(提名). Officials said only a “small number” will fit in the latter category（类别）, and their names would eventually be disclosed after they are no longer secret, like after a nomination is publicly announced. Moreover, they said, the number of undisclosed visitors will be disclosed, to make clear how few they are.Why will the White House visitor records be open to the public?
| A．To attract more visitors to the White House. |
| B．To allow people to know more about the life of the Obama family. |
| C．To let the public know who are influencing the policies. |
| D．To ask the public help correct the policies made by the government. |
From the passage we can learn that ________.
| A．All the visitors’ names will be posted online soon after their visits |
| B．Not all visitors are allowed to visit the White House |
| C．Some visitors’ names can be found online until they’re not secret |
| D．The records of the visitors will be kept for at least 4 months |
According to the passage, whose name might be kept secret for some time?
| A．A tourist. | B．A businessman. | C．A foreign student. | D．A foreign minister. |
What’s the main idea of the passage?
| A．The White House will open the records of the visitors to the public. |
| B．In America more and more people are becoming policy makers. |
| C．The Americans have a right to know who are making policies. |
| D．President Obama has announced a new policy while on holiday. |
One evening I went out and left my 17-year-old son and his girlfriend in charge of his 8-year-old brother and 4-year-old sister. I left with complete confidence that the older children would do a wonderful job of babysitting the younger children. Later, I discovered that I was completely wrong.
I had decided to return home earlier than planned so that my son and his girlfriend could go out. I called home with this happy news．But instead of hearing his cheerful, grateful voice on the other end of the line, all I heard was the sound of a telephone ringing.
It was, I should point out, after 10 p.m., when the two younger children should have been in bed, and when the two older children should have been answering the phone. “I’ll give him a lesson, ” I said．I decided they must be outside．Why they might be outside at 10:30 on a winter night I had no idea, but it was the only explanation I could come up with.
Finally, in desperation（绝望）, I called his girlfriend’s house. His girlfriend answered．“Yes,” she said brightly, “He’s right here.”
He came on the phone．I was not my usual calm, patient．After all, one of the rules of survival for modern parents is that you can’t trust modern teenagers. “Where are the children?” I said. He said they were with him．They had done nothing wrong．My son had taken the younger children over to his girlfriend’s house just for ice cream and cake． Well, it turns out that I shouldn’t have believed it．It was only part of the truth.
The following Saturday evening we were at my parents’ home, celebrating my birthday．My oldest son gave me the children’s gifts --- a series of lovely color photographs of my children, dressed in their best clothes, and wearing their most wonderful expressions. They are pictures to treasure a lifetime, all taken by the father of my son’s girlfriend.The author went out and left her eldest son in charge of the younger children because
_____.
| A．she knew that his girlfriend was a good baby-sitter |
| B．she believed he could take good care of the younger ones with the help of his girlfriend |
| C．the older children have always loved the younger ones |
| D．she could not find a baby-sitter on that winter night |
Shortly after the author left home one evening, she discovered that _____.
| A．her son had brought his girlfriend home |
| B．her son had left home with his girlfriend |
| C．she shouldn’t have completely trusted her son |
| D．she should have taken the children along with her |
“It was only part of the truth.” implies that the children not only enjoyed ice-cream but also _____.
| A．had their pictures taken | B．received some gifts |
| C．had a birthday party | D．showed off their best clothes |
The British aren’t having as many children as they used to. One reason is that people are having children much older than before, meaning they have fewer years in which they can have them. After years at university, they need a few years of work experience before they can get the job they want. They might then get married, but it’s incredibly expensive to buy a house in the UK.
The above explains why young British people now don’t move out of their parents’ home until they are around 30 years old on average. It is not until they are 30 that they can afford their own home. Increasingly, it is not until that age that they can afford to get married and start a new life in a new home. It’s only after this age that many young people start thinking about having a child.
So a British person manages to get a job, get a home and get married. Why isn’t he or she then having at least two children on average? The main reason is that it is quite expensive to bring up a child in the UK. Why is it expensive? Well, these days, both parents need to work just to pay for their home and living expenses. Because both parents are at work, that means they then need to pay someone to look after their child during the day. Paying for this childcare is nearly always expensive.
The recent financial crisis is making things even harder for families, since unemployment is rising and even fewer people can afford to have children. With so much pressure on families, is it any surprise that the divorce rate is so high?
So what is Britain doing to try and save the British family? The government is trying to make it cheaper to have children. For example, there have been increases in money families can claim from the state each month. Also, there are increasing government subsidies for nursery schools, so that parents do not need to pay so much for child care.
The government is also trying to reduce the number of hours British parents have to work to earn enough money to pay their bills. If parents didn’t have to work so many hours, they’d have more time to spend with their children and wouldn’t need to spend so much on childcare. On average, a Briton works 49 hours a week, which is the most in Europe. The state is now considering introducing laws to encourage companies to improve their employees’ work-life balance. Let’s hope they’re not too late to save the British family. Otherwise, the British will always be too tired, and won’t have enough time and money, to have children. Young British people live in their parents’ home until around 30 because .
| A．They are allowed to get married at 30 |
| B．they can’t find jobs to support themselves |
| C．they can’t afford a house of their own until then |
| D．they enjoy family life with their parents |
The British are now having fewer children than before for all the following reasons EXCEPT that .
| A．they have fewer years to have children |
| B．they live much shorter lives than before |
| C．it is more expensive to bring up a child |
| D．people are losing their jobs because of the recent financial crisis |
To make it cheaper to have children, the British government is .
| A．bringing down prices |
| B．raising the salaries of parents |
| C．reducing family income tax |
| D．increasing subsidies for families and nursery schools |
It can be inferred from the text that .
| A．with long work hours, it is hard for British parents to balance life and work |
| B．more and more families in Britain are breaking up because they are having fewer children |
| C．among Europeans, British people work hardest and earn the least |
| D．childcare takes up too much energy and time for the British |
The underlined word “subsidies” in Paragraph 5 means _________.
| A．food paid by the government |
| B．school buildings for poor students |
| C．free transportation |
| D．money from the government to benefit the public |
She is quiet, soft-spoken and has a kind face and a strong heart. She is my mom, Lili.
When I was nine, Lili quitted her job and started her own business. She said she didn’t want to stay at home and work as a housewife: “It’s a waste of life.” Lili became so busy that she spent less and less time with me. She didn’t help me with my schoolwork. It was, in her words, “so that you can develop your independence”. We quarreled because she rarely showed up at parents’ meetings.
Like mother, like daughter. I have many things in common with Lili. I want everything to be under control. I want to be perfect and I don’t expect other people to help me. I push myself hard to achieve my goals.
After I started to go to high school, Lili and I were too busy to communicate much with each other.
In biology class I began to be depressed. When the teacher showed us a picture of a butterfly, I was scared and screamed. I had a vision of thousands of butterflies flying toward me.
That night I told Lili about it. The next morning, I saw that she had red eyes with black circles around them.
She took me to see a therapist (治疗师). Three hours later, the therapist told Lili that my life was like a wheel spinning (旋转) faster and faster and that was the reason for what had happened to me. I only realized it when my body couldn’t stand the pressure anymore. At these words, Lili burst into tears. “It’s all my fault, she’s just a kid and I didn’t have time to take care of her….” To be honest, I had never seen Lili cry before.
After that, Lili began to spend more time at home, cooking and dragging me to do sports. I realized she was the one who would always be there when I was in real trouble. No mom is perfect, but she is the one who really cares about her kid.Lili quitted her job and started her own business because _________.
| A．she wanted to make more money | B．she was not willing to look after me |
| C．she didn’t want to waste her life | D．she likes keeping busy |
We quarreled because __________.
| A．she began to spend less and less time with me |
| B．she didn’t help me with my schoolwork. |
| C．she seldom attended the parents’ meetings in my school. |
| D．Lili and I were too busy to communicate much with each other. |
What can we learn from the passage?
| A．Most women don’t want to be a housewife. |
| B．Most children want their mothers to accompany them at home. |
| C．We need to understand our mothers’ busy life. |
| D．Although mothers are not perfect, they all love the children |
Which of the following statements is WRONG?
| A．Lili is a quiet, strong-willed woman. |
| B．Lili began to spend more time at home after visiting the therapist. |
| C．I was scared and screamed in biology class because I hate butterflies. |
| D．I only realized my life was like a wheel when my body couldn’t stand the pressure anymore. |
What is the best title for the passage?
| A．Mom Does Care. | B．A Busy but Successful Mother. |
| C．Change From Mother to Businessman. | D．A Student’s Opinion on Mother. |
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