Howcanyoubuildmorewordofmoutha

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更新 2022-09-03
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How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your customers want to talk to their friends about their experience of doing business with you?
When you perform your service or deliver your product competently (出色地), you are just doing what the customer expects. In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected.
Recently my daughter Dawn and I had lunch with my team members at the Campbell House. The food and service were truly excellent. My daughter asked for her leftovers (剩菜) to be packed. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent!
Disneyland should be an inspiration to us all in providing a “Wow!” experience. What do people talk to their friends about when they come home? “You should have seen how clean that park was! With all of the people there, it’s unbelievable! There’s not even a gum wrapper on the ground!” Walt Disney understood that cleanliness is marketing.
According to the passage, customers would like to share their good experience with their friends if ______.

A．what they need is provided on time

B．the price of the service is low enough

C．the service is better than they expected

D．the after-sale service is good enough

How did Dawn feel the moment she saw her packed leftovers?

A．Disappointed and angry.	B．Excited and crazy.
C．Worried and unhappy.	D．Surprised and pleased.

By saying “Answer — not a cent!” the author seems to believe that ______.

A．it is always possible to satisfy all of the customers

B．sometimes it is easy to provide a good experience

C．most customers are easy to do business with

D．the service should be as cheap as possible

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第二部分：阅读理解 (共45分)
第一节（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。
One warm May day, two eighteen – year – old students from San Francisco State College decided to cool off with a swim at Bakers’ Beach. The two students were named Robert Kogler and Shirley O’Neill. They headed out to sea for a distance of 50 meters. Robert was in front.
“Suddenly, I heard him scream,” Shirley recalls. “I looked round and saw this great grey thing going up in the air. The water seemed to be alive.”
Robert screamed again. “It’s a shark! Get out of here!”
An eye – witness, Army Sergeant Leo P. Day was on guard at the nearby army post. He saw exactly what happened next. “I could see this boy struggling with the shark in the water,” he said. “The sea was red with blood. He was shouting and signaling someone to go back, go back. Then I saw the girl. She was swimming towards him. She completely ignored his warning.”
Shirley reached Robert, and tried to take his hand.
“When I pulled, all I could see was his arm, handing by a thread,” she said.
So she put her arm about Robert’s back, and started to swim towards the shore. She kept praying “Don't’ let it attack again!” That journey to the shore seemed to last for hours. At last, as they neared the shore, a fisherman threw them a line, and pulled them both the rest of the way.
The young man had lost a lot of blood, and died two and a half hours later. From the teeth marks, experts identified the attacker as a Great White Shark.
For what Sergeant Day called “the greatest exhibition of bravery I have ever seen,” the President of the US gave Shirley a medal for bravery.
41．When Robert was attacked by a shark Shirley__________?
A．was swimming in the sea
B．was watching him on the shore
C．was on guard at the nearby army post
D．was shouting and struggling with a shark, too
42．Choose the right time order of the following events in the story.
a. Army Sergeant saw the girl swimming to the boy.
b. Shirley saw a great grey thing.
c. They headed out to sea.
d. Robert died.
e. A fisherman threw them a line.
f. He saw a boy struggling with a shark.
A．b, c, e, d, f, a B．c, a, f, d, e, b C．b, c, f, a, d, e D．c, b, f, a, e, d
43．We can learn from the passage that ______.
A．the two students were brave and considerate
B．the fisherman was adventurous and helpful
C．the experts didn’t do much research on sharks
D．the Sergeant cared too much about his own life
44. Which of the following is true?
A．The President of the US gave Shirley a medal for bravery.
B．They were swimming in a lake.
C．There is no eye – witness.
D．Shirley saved Robert’s life.

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The influence of America is increasing in my country. Spanish people drink Coca Cola, wear blue jeans, watch Hollywood movies, listen to American music, and eat fast food, and they do these things every day.
I think that American movies are a good way to spread American culture because people are often influenced by what they see in the movies. Most of the programs and documentaries (纪录片) we watch on TV are from America, and most of the movies we go to see are made in Hollywood.
In the last few years, the government has tried to protect the Spanish movies. Now, in our cinemas, at least twenty percent of the movies which are shown must be from Spain or from other countries in Europe.
American culture is a part of Spanish life now. It’s certain that many things from America are as much a part of people’s lives as Spanish things. For example, Coca Cola is as familiar to everybody as any typical Spanish product. I’ve known about Coca Cola for my whole life.
However, it’s different with Western fast food. For example, I don’t think McDonald’s is as successful in Spain as it is in other countries. In my opinion, one of the reasons may be the lifestyle of the Spanish people. The Spanish people normally eat at home.
On the other hand, maybe McDonald’s hamburgers will eventually replace the famous Spanish tapas. It’s true that in every city in Spain you can find a McDonald’s, and it is more popular among the Spanish children than among the adults. In any case, it’s obvious that American culture is becoming more and more a part of our lives every day.
61. From the first paragraph we can know that ____.
A. the influence of America on Spain can be found everywhere
B. most Spanish people don’t like to listen to their own music
C. fast food spreads from Spain to the United States
D. some Spanish actors go to America to improve their acting skills
62. What plays an important part in the spreading of American culture in Spain?
A. American novels.      B. Hollywood movies.
C. McDonald’s.          D. American music.
63. Why did the government set some rules for the films shown in Spain?
A. To protect foreign culture in Spain.
B. To earn more money from Spanish films.
C. To limit the number of foreign movies.
D. To unite the European Community.
64. Why does the author think that McDonald’s is not as successful as it is in other countries?
A. Its fast food contains too much fat.
B. He thinks it is unhealthy.
C. Spanish people seldom eat out.
D. Spanish adults don’t like its fast food.
65. What do you think Spanish tapas might be?
A. The name of a drink.     B. The name of a restaurant.
C. A clothing brand.        D. A certain kind of food.

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I grew depressed (沮丧的), even as my husband Charlie’s career skyrocketed. He was a NASA astronaut. I was excited for him when he began training to go to the moon, and I involved (潜心于) myself with the flight as much as possible, but I was really looking forward to it being over. Inside I was hoping that once he got this goal behind him, he would put me first.
But he didn’t. He still had that workaholic(工作狂) drive. He was still following a list of goals which I was still down near the bottom of. I considered breaking up but I wondered if any man could love me the way I wanted to be loved. Was there even such a thing as the perfect marriage? I didn’t wish it anymore. However, in his eyes, our marriage certainly hadn’t delivered any satisfaction, so within several years we were heading full-speed toward breaking up.
I began to look for other things to satisfy me. I tried a career. I tried church work. I helped the needy. Nothing worked. I even tried drugs, but they didn’t work either. I thought, maybe there was no purpose in life. Didn’t that seem strange? I was married to a famous man, had a nice home and healthy children, plenty of money, yet I had no hope.
I also discovered God, and I believed He wanted to change me. I found He wanted me to forgive Charlie, so I tried that, although I felt it was impossible. But over a two-month period, God freed me of my anger and helped me love Charlie unconditionally.
58. The underlined sentence in Paragraph 2 means ______.
A. Charlie’s goals were different from mine
B. Charlie was after many goals in his life, but I was still the last one in his heart
C. Charlie was always very busy with his work and paid no attention to me
D. Charlie achieved many goals with my help
59. According to the passage, what can we infer from the marriage between Charlie and his wife?
A. It was a mistake to marry Charlie.
B. There is no such a thing as a perfect marriage.
C. It was God that helped them love each other again.
D. Their marriage was saved because of the wife’s forgiveness.
60. What’s the author’s attitude towards her marriage in the end?
A. Positive. B. Puzzling. C. Negative. D. Indifferent.

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Food is life. It gives us the nourishment we need to stay alive and be healthy. Usually, we eat because we are hungry or need energy. Brian Wansink, a professor at the University of Illinois, says we also eat certain foods because they make us feel good, and remind us of happy memories. Wansink calls this kind of food comfort food. For some people, ice cream is a comfort food. For others, a bowl of noodle soup makes them feel good.
How does a food become comfort food? Professor Wansink believes that we connect food with important times, feelings, and people in our lives. “ When I was a child, my mother made a delicious soup ; I loved it. Now, I often eat this soup when I am tired or worried, and it helps me feel better, ” says one of Wansink’s coworkers.
Do men and women choose different comfort foods? Wansink’s research at the University of Illinois says “yes.” In his study, the favorite comfort food for both men and women was ice cream. After this, men usually preferred hot, savory foods like soup or noodles. Women liked sweet things such as chocolate and cookies. Men and women like to eat comfort foods when they are happy, but women eat these foods more when they are sad or worried.
Not all comfort food is junk (垃圾) food. About 40 percent of the comfort foods in Wansink’s study were healthy main dishes or soups and vegetables. It shows, says Wansink, that a comfort food can taste good and be good for you.
54．The best title for the passage would be         .
A．How to Feel Good                    B．How to Keep Healthy
C．Healthy Foods Make You Feel Good D．Comfort Foods Make You Feel Good
55．Which of the following is the favorite comfort food for men?
A．soup B．ice cream   C．noodles       D．cookies
56．We can infer from the passage that         .
A．your feeling is connected with what you eat
B．your feeling has nothing to do with what you eat
C．you will feel good if you have noodles
D．you will feel good if you have chocolate
57．The research done by Brian Wansink shows that          .
A．all comfort foods are good for health
B．all comfort foods have bad effects on health
C．women choose the same comfort foods as men
D．women eat more comfort foods when unhappy

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When Cathleen Gardiner’s twins were born 17 years ago, doctors told her that they were a pair in a million. One had Down syndrome(低能综合症), while the other did not. Here, Cathleen tells their touching story.
Since Sean was born 17 years ago, I have always thought that he is just as wonderful as his brother and sister. Though he had a disability(残疾), we have never viewed him as a burden. He has always been a blessing. The doctors explained that though they were twins, they came from two different eggs. Lisa could walk at 11 months old, while Sean didn’t take his first steps till he was three. By two, Lisa was talking a lot, but Sean wasn’t able to speak until he was nearly four.
For the first five years of his life, Sean needed a great deal of care. Looking after him was my full-time job, though I also worked as a technical adviser in a computing company. We never treated them differently. We gave them the same toys and spoke to them in the same way. We encouraged Sean to keep up with Lisa, even though he never could, and we would help him develop his abilities. We sent them to the same primary school even after doctors advised us that Sean should go to a school for the disabled.
We had to explain to Lisa that he wouldn’t learn as quickly as she would. She told us that she’d help him with his school work. Having a non-disabled twin has really helped Sean develop. The love they share has given him a great deal of support. Now Sean and Lisa are both about to finish high school. I don’t think he would have done nearly as well today without Lisa’s help.
50. At least how many children does Mrs. Gardiner have?
A. Two. B. Three. C. Four. D. One.
51. Mrs. Gardiner and her husband regarded Sean as _______.
A. a boy making others touched
B. a normal child without disabilities
C. a special gift
D. a burden of their family
52. The third paragraph mainly tells us that _______.
A. the couple treated the twins equally
B. Cathleen did all she could to look after Sean
C. the couple didn’t follow the doctor’s advice
D. the couple encouraged Sean to grow up
53. This passage tells us that _________.
A. love can do wonders
B. nobody is foolish or clever
C. being stupid doesn’t matter
D. all men are born equal

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