Inthemoreandmorecompetitiveser

首页 / 高中英语 / 试题详细

更新 2022-09-03
科目英语
题型阅读理解
难度中等
浏览 967

In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people, and 80 percent of the people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines,” says Dr. Storey Senior Lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher (购物礼卷) as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems .
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment.
We can learn from Paragraph 2 that .

A．complaining customers are hard to satisfy

B．unsatisfied customers receive better service

C．Satisfied customers catch more attention

D．well-treated customers promote business

The writer mentions “phone rage” (Paragraph 3) to show that________.

A．customers often use phones to express their anger

B．people still prefer to buy goods online

C．customer care becomes more demanding

D．customers rely on their phones to obtain services

What does the writer recommend to create delight?

A．Calling customers regularly	B．Giving a “thank you” note.
C．Delivering a quicker service	D．Promising more gifts.

If a manager should show his empathy (Paragraph 6), what would he probably say?

A．“I know how upset you must be.”	B．“I appreciate your understanding.”
C．“I’m sorry for the delay.”	D．“I know it’s our fault.”

Customer delight is important for airlines because________.

A．their telephone style remains unchanged

B．they are more likely to meet with complaints

C．the services cost them a lot of money

D．the policies can be applied to their staff

登录免费查看答案和解析

相关试题

All her life, my mother wanted busy children. It was very important that her house should remain at all times clean and tidy. You could turn your back for a moment in my mother’s house, leave a half-written letter on the dining room table, a magazine open on the chair, and turn around to find that my mother had “put it back where it belonged,” as she explained.
My wife, one of her first visits to my mother’s house, placed a packet of biscuits on an end table and went to the kitchen to fetch a drink. When she returned, she found the packet had been removed. Confused, she set down her drink and went back to the kitchen for more biscuits, only to return to find that her drink had disappeared. Up to then she had guessed that everyone in my family held onto their drinks, so as not to make water rings on the end tables. Now she knows better.
These disappearance had a confusing effect on our family. We were all inclined to (有……的倾向) forgetfulness, and it was common for one of us, upon returning from the bathroom, to find that every sign of his work in progress had disappeared suddenly. “ Do you remember what I was doing?” was a question frequently asked, but rarely answered.
Now my sister has developed a second-hand love of cleaning windows, and my brother does the cleaning in his house, perhaps to avoid having to be the one to lift his feet. I try not to think about it too much, but I have at this later time started to dust the furniture once a week.
We have all become busy persons.
46. Which of the following is TRUE about my mother?
A. she enjoyed removing others’ drinks.        B. She became more and more forgetful.
C. She preferred to do everything by herself. D. She wanted to keep her house in good order.
47. My wife could not find her biscuits and drink in my mother’s house because _______.
A. she had already finished them                  B. my mother had taken them away
C. she forgot where she had left them            D. someone in my family was holding them
48. The underlined part suggests that my sister ______.
A. is happy to clean windows                       B. loves to clean used windows
C. is fond of cleaning used windows             D. likes cleaning windows as my mother did
49. How many persons are mentioned in the passage?
A. Six.     B. Seven.    C. Five.    D. Four.
50. This passage mainly tells us that ______.
A. my mother often made us confused
B. my family members had a poor memory
C. my mother helped us to form a good habit
D. my wife was surprised when she visited my mother

题型：未知
难度：未知

收藏答案/解析

第三部分  阅读（共两节，满分40分）
第一节  阅读理解（共15小题，每小题2分，满分30分）
阅读下列三篇短文，从每题所给的四个选现（A、B、C和D）中，选出最佳选项，并在答题卡上将该项涂黑。
American like to visit the national parks. In 1996, over 250,000,000 people visited areas run by the National Park Service. Experts predict that by 2010, 500,000,000 people per year will visit the parks. As a result, people are trying to think of ways to protect the parks from the crowds.
The crowding of the parks has caused several problems. One is that there is not enough space for all of the people who want to use the parks. To cope with this problem, national parks may require reservations months in advance for some spots. The Park Service may also raise entrance fees at these places.
Another problem caused by increased park use is pollution. Some garbage and waste can be cleaned up, and the cleanup can be paid for by increased entrance fees. To cut down on noise pollution and air pollution, officials may decrease the number of cars allowed in parks. If this happens, people may use buses to travel around the parks. Officials may also limit the use of jet-skis, snowmobiles (摩托雪橇), motorboats, and sightseeing helicopters and planes.
The parks are also threatened by development that is going on around them. For example, around Yellow Stone Park, many motels (汽车旅馆), golf courses, resorts, and other tourist attractions have been built. Some of these developments affect areas that are used by animals. People will have to learn to agree about ways to protect the parks. If they do not, there will soon be no reason to visit these national treasures.
41. By 2010, the number of visitors will rise by ______ per year.
A. 250 million              B. 500 million              C. 2.5 billion         D. 5 billion
42. If you want to visit the national parks, you may have to _____ in the future.
A. pay less than before                         B. stay there for months
C. book the ticket before months           D. fill in a form to apply for the ticket
43. Entrance fees may be increased _______.
A. just for the benefit of the National Park Service
B. either to limit the number of visitors or to pay for the cleaner
C. not only to protect the animals but to reduce the noise pollution
D. merely for the development of the national parks
44. What does the underlined sentence in the passage mean?
A. People are not supposed to visit the national parks for fear that they will harm the animals.
B. Only if more man-made tourist attractions are built will more people visit the parks.
C. It is reasonable to keep the balance between the development of the parks and the reserve.
D. People will not visit the national parks since there are no golf courses and resorts.
45. What can be inferred from the passage?
A. High fees may probably keep some people out of parks.
B. Helicopters and planes will not be used in parks any longer.
C. The bus will become the only toot in parks with the purpose of pollution reduction.
D. The National Park Service welcomes as many visitors as possible.

题型：未知
难度：未知

收藏答案/解析

If you're in charge of a project, the key to success is getting everyone to want to help you. As a director, I point, I suggest, I gently push the actors in the direction I want them to go.
In the 1986 movie Nothing in Common, Jackie Gleason's character, Max Basner, gets fired (or unemployed) from his job as a clothing salesman. The scene, shot (拍) on a boat, shows Max's despair(绝望) about being out of work. I was looking for some gesture that would allow Max to show his feelings.
Jackie had far more experience at everything than I did, and at first I was frightened. What could I possibly tell “The Great One” about acting? Out of fear I decided to direct by suggestion, and I sat down with Gleason to talk about the scene. “So Max is sad, right?” I said.
Gleason nodded.
“And he’s probably still carrying his pens with his name on them ---the ones he used to hand out to his customers, right?”
Gleason nodded.
“ So what would you want to do with the pens after you were fired?” He was silent for a moment. “Why don’t I throw them overboard (or all over the boat)?” I stood up and turned toward the crew. “Hey, everybody, Jackie has a wonderful idea. Let’s shoot it.”
After filming the scene, Gleason called me over and said with a smile, “Garry, what kind of wonderful idea am I going to have tomorrow?” You and your team can discover the answers to problems together. When there are no prizes or gold stars for who gets the solution (or the way to work out a problem) first, you'll all benefit (or get something of use or value) when everything turns out right.
48. The author tells us that to succeed in a project you are in charge of, you should __.
A. make everyone work for you
B. get everyone willing to help you
C. let people know you have the final say
D. keep sending out orders to them
49. It can be inferred(推断) that ______________.
A. Jackie Gleason is the director of the film Nothing in common
B. Jackie Gleason is very angry when he is fired from his job
C. Max, a character in a film, is in very low spirits(情绪) when he loses his job
D. Jackie Gleason is the writer of the film Nothing in common
50. “The Great One” in paragraph 3 refers to ___________.
A. Gleason                B. the director himself      C. Max          D. Max's boss
51. Why did Gleason call the director over and smile at him? That’s because Gleason ___
A. thought his wonderful idea was accepted by the latter(后者)
B. succeeded in hitting upon (or think of) a wonderful idea
C. was certain about his work the next day
D. appreciated the latter's way of directing films
52. The best title for the passage is ____________.
A. Directing a Film            B. The Key to Success
C. A Wonderful Experience      D. Working with Film Stars

题型：未知
难度：未知

收藏答案/解析

Business people must keep records of the money they take in and the money they spend. The work of keeping such records is called book keeping. The work of deciding how the records should be set up is called accounting. An accountant also finds out, from the records, whether or not a business is doing well. Suppose a man owns a small clothing store. He keeps records that show that he spent money for newspaper advertising, and for suit, coats, shoes, and neckties to sell to his customers. He had to pay a young man to help him in the store. He also paid rent and had other expenses.
At the end of the year. He must take an inventory. That is, he counts how many pieces of clothing he has on hand. Then he must find out exactly how many he sold, how much money he spent in running the business. If he took in more than he spent, he made a profit(利润) for the year. If he spent more than he took in he suffered a loss.
The owner of a small clothing store can keep accounting records without much trouble. But a giant(庞大的) oil company or a big bank has many difficult accounting problems. The company must know how much money is to be paid by its debtors (债务人) and how much it owns other companies for supplies. It must know how much the company’s buildings and machines are worth, and how much the company has lost in depreciation(折旧), or wear and tear, of its equipment. All of this information must be kept in the company’s accounts. Big companies employ many accountants.
44. In which following way does the passage develop?
A. It develops by time               B. It develops by space
C. It develops by order               D. It develops by examples
45. Which is the best title of the passage?
A. Good Records
B. How to Make Profit
C. How to Run a Clothes Store And a Company
D. Accounting And Bookkeeping
46. How many examples does the writer use in the passage?
A. three      B. two        C. four       D. five
47. According to the passage,_________.
A. bookkeeping seems more difficult from accounting.
B. bookkeeping seems as difficult as accounting.
C. bookkeeping seems less difficult than accounting.
D. bookkeeping seems no more difficult than accounting.

题型：未知
难度：未知

收藏答案/解析

第二节阅读理解（共20小题；每小题2分，满分40分）
阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题卡上将该项涂黑。
In the days when an ice cream sundae cost much less, a 10-year-old entered a hotel coffee shop and sat at a table. A waitress put a glass of water in front of him. “How much is an ice cream sundae?” “Fifty cents,” replied the waitress. The little boy pulled his hand out of his pocket and studied a number of coins in it. “How much is a dish of plain ice cream?” he required. Some people were now waiting for a table and the waitress was a bit impatient. “Thirty-five cents,” she said rudely. The little boy again counted the coins. “I’ll have the plain ice cream,” he said. The waitress brought the ice cream, put the bill on the table and walked away. The boy finished the ice cream, paid the bill and departed. When the waitress came back, she began wiping down the table and then swallowed hard at what she saw. There, nearly beside the empty dish, were seven five-cent coins and fifteen one-cent coins---her tip.
36. How much money did the boy probably have in his pocket?
A. No more than fifty cents.      B. More than fifty cents.
C. Not more than fifty cents.    D. Less than fifty cents.
37. Why did the little boy have only a dish of plain ice cream?
A. The plain ice cream cost him much less.
B. He enjoyed the cheaper ice cream better.
C. The coins were not enough for an ice cream sundae.
D. He wanted to save some coins to tip the waitress.
38. We can infer that the waitress might have felt_______when she got the tip.
A. very surprised          B. a bit of shame           C. quite pleased                D. a little worried

题型：未知
难度：未知

收藏答案/解析