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 |
Transport has a lot to answer for when it comes to harming the planet．While cars and trains are moving towards greener，electric power，emissions from air travel are expected to increase massively by 2050．If we want big green sky solutions，we need blue sky thinking．Fortunately，there's plenty of that happening right now，particularly the short﹣haul flights powered by batteries．
Harbour Air is the largest seaplane airline in North America，flying 30，000 commercial flights in 40 seaplanes each year．Significantly，all Harbour Air routes last less than 30 minutes，making it perfectly fit for electric engines．"As an airline，we're currently in the process of turning all our planes into electric airplanes．" says CEO Greg McDougall．To make this happen，the airline has partnered up with MagniX to create the world's first commercial flight with an electric engine．
Making the skies electric isn't just good for the environment，it also makes sound financial sense：a small aircraft uses ﹩400 on conventional fuel for a 100﹣mile flight，while an electric one costs ﹩8﹣ 12 for the same distance，and that's before you factor in the higher maintenance costs of a traditional engine．There's also the added bonus that electric planes are just much more pleasant to fly in．No loud engine noise，no smell of fuel，just environmentally friendly peace and quiet．
While there has been real progress in the e﹣plane industry，the technical challenges that remain are keeping everyone's feet firmly on the ground．A battery，even a lithium one，only provides 250 watt﹣hours per kilogram；compare this to liquid fuel，which has a specific energy of 11，890 watt﹣hours per kilogram．Carrying adequate batteries， however，would make the plane too heavy to get off the ground．In aircraft，where every bit of weight counts，this can't just be ignored．
The transition（过渡） from gas to electric in the automobile industry has been made easier by hybrids﹣ vehicles powered by both fuel and electricity．Many believe the same pattern could be followed in the air．Fuel consumption could be reduced as the electric component is switched on at key parts of the journey，especially on take﹣off and landing．
It's certainly an exciting time for electric flying．With companies like Harbour Air taking the lead，battery﹣powered planes，especially on short﹣haul journeys，are set to become a reality in the next few years．
（1）According to Para.1， what is happening in air transport？
A．New explorations of the sky are being launched．
B．Pollution caused by batteries is being controlled．
C．Efforts are being made to make air travel greener．
D．Demand for short﹣haul flights is increasing massively．
（2）Why is Harbour Air fit for electric flights？
A．It runs short routes．
B．It has a strong partner．
C．Its planes can land on the sea．
D．It has planes with powerful engines．
（3）The expression "added bonus" refers to the fact that electric planes ．
A．give passengers more pleasant views
B．bring airlines more financial benefits
C．offer more enjoyable flying experiences
D．cost less in maintenance than traditional ones
（4）What might be the biggest challenge of electric flying？
A．To improve the ground service for e﹣planes．
B．To find qualified technicians for e﹣plane industry．
C．To calculate the energy needed to power e﹣planes．
D．To balance power and weight of batteries in e﹣planes．
（5）What could be done during the transition from gas to electric in air flight？
A．To produce new electric components．
B．To increase battery consumption．
C．To use mixed﹣power technology．
D．To expand the landing field．
（6）What is the author's attitude towards the prospect of electric flying？
A．Short﹣sighted．
B．Wait﹣and﹣see．
C．Optimistic．
D．Skeptical．
One of the most stressful days of Susan McFrederick's life was watching her son get wheeled away for surgery hours after he was born in 2011．
But after the operation，Susan burst into tears for a different reason：across the cut on their newborn son's back was a sweet winter scene，hand﹣drawn on his bandages（绷带）．
"There were rolling hills of snow，a pine tree and a snowman with a hat and broom，" she recalled．"It was extremely touching and comforting to know that somebody had taken the time to do that for my family．It was a moment I'll never forget．"
Susan soon learned the artist was her son's surgeon，Robert Parry，who discovered another way to use his hands in the mid﹣1980s during his internship（实习期）at a children's medical center，where he saw one of his colleagues cut out heart and shark shapes to decorate children's bandages．
"My first reaction was，'What is he doing？Hey，that's kind of neat，'" Parry recalled．"I especially liked the reactions of the parents and the patients when they saw his artwork．The smiles took everyone's attention from the surgery．Then I decided to follow suit．"
Parry quickly graduated from his early hearts and sharks，and started to surprise families with drawings that captured young patients' personalities．From Snoopy to Spider﹣Man and bears to butterflies，there isn't much he hasn't drawn．Most kids want superheroes sports team logos or princesses，while babies often receive scenes with flowers，trees and sea creatures．During the last 30 years，Parry estimates he has left examples of his handiwork over the stitches（伤口缝线）of more than 10，000 children．
"During a time of stress for families，it's nice to be able to help them smile and laugh，" Parry said．"This is something positive that I can do for them，which is what I like most about it．"
For Parry，the reward is knowing he hopefully made a difference in a child's life，and except for his drawings on bandages，"they can go on and live their lives and never know I was in it，" he said．
He's not ready to retire，but he's found a new hobby to keep his hands skillful in the years to come．
"I've taken up knitting（编织），" Parry said．"Hats，sweaters，gloves﹣I enjoy it all．But mostly，I enjoy giving everything away．"
（1）Susan burst into tears after her baby's operation because she was ．
| A． |
moved |
| B． |
amused |
| C． |
stressed |
| D． |
heartbroken |
（2）How did Parry get the idea of decorating children's bandages？
| A． |
He was motivated by his patients． |
| B． |
He was inspired by his colleague． |
| C． |
He was required to learn the skill during his internship． |
| D． |
He was encouraged by Susan to show his genius for art． |
（3）Parry's artworks during the last 30 years show that he ．
| A． |
devoted himself more to art than to medicine |
| B． |
knew more about his patients than their parents |
| C． |
took into consideration the tastes of individual patients |
| D． |
created a large number of works beyond his expectations |
（4）What does Parry expect to achieve with his artworks？
| A． |
To get a reward from the artistic circle． |
| B． |
To win the admiration of his colleagues． |
| C． |
To make a difference in his dull medical career． |
| D． |
To lift the spirits of his patients and their parents． |
（5）What can we learn about Parry from the last two paragraphs of the passage？
| A． |
He is eager to show others his new skills． |
| B． |
He enjoys trying new ways to help others． |
| C． |
He is looking forward to life after retirement． |
| D． |
He is more interested in knitting than drawing． |
Your student ID card identifies you as a student at the University of Bolton．It will provide you with access to University facilities such as University Libraries，Sports Centre，and Computing Services．Please carry your card with you at all times．Do not lose your card or lend it to others．Your card is valid during the whole time of your studies．It remains the property （财产） of the University of Bolton at all times．
New students﹣﹣photographs
You will be requested to upload a passport sized photograph as part of the online registration process．This should be a．jpg file with a size of no more than 1 MB．Your photograph should be a portrait image in proportion（比例） to a 6"×4" portrait photograph．It should be taken in colour and must not have been beautified with image filters（滤光镜）．
Your student ID card will be provided to you by your department during Welcome Week．Please be aware that you will not receive this smart card during Welcome Week if you do not upload your image online by 4 September 2020．
Replacement cards
If your student ID card no longer works or has been damaged，or if you have changed your personal or programme details，you should call into the Student Administration Centre （SAC） to request a new one．Please ensure that you bring your existing card with you．Your replacement card will be produced free of charge．
If your card has been reported to the Police as stolen，please also call into the SAC to request a replacement，bringing with you a copy of your Police Crime Report paperwork．Your card will be produced free of charge．
If your card has been lost，a fee of ￡5 is charged for the production of a replacement card．You are requested to use our online payment service．
Note：Replacement cards will be available for you to collect seven working days after making the request．As a security measure，you are requested to collect your card in person at the SAC．
（1）Which of the following is a function of the student ID card？
| A． |
To remind students to protect public property． |
| B． |
To enable students to use resources in the library． |
| C． |
To help students demonstrate their computer skills． |
| D． |
To provide information about campus facilities． |
（2）To meet the requirements of the photograph on the student ID card，a new student should upload ．
| A． |
an image saved as a PDF file |
| B． |
a colour picture of their passport |
| C． |
a photo beautified by a photographer |
| D． |
a portrait photograph of proper proportion |
（3）In which case does a student have to pay for the replacement of the student ID card？
| A． |
The theft of the card has been officially proved． |
| B． |
The card holder has changed his or her major． |
| C． |
The card dropped off into a lake by accident． |
| D． |
The card fails to work properly. |
（4）To collect your replacement card，you should ．
| A． |
fetch it at the SAC personally |
| B． |
go through a security check first |
| C． |
call the police station in advance |
| D． |
wait for seven days before getting it |
______ he could give her sympathy，any practical help was almost beyond him．（ ）
| A． |
If |
B． |
Since |
C． |
Although |
D． |
Until |
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