When I grew up, all the schools in the village demanded that girls cut their hair. The teachers would measure our hair and make sure it was not too long. I remember crying and begging as the scissors cut my hair.
My dad told me that a girl who was in school needed to concentrate on books and that hair was a distraction (分心). I cut my hair all the way through primary school and middle school. Then I went to a high school that allowed long hair but no styles or braids (编辫子) during class hours. Even then, still adhering to (遵守) my dad’s words, I never wore my hair long.
When I graduated from high school, I started growing my hair. I spent hours looking in the mirror and shaping my hair. My sister complained, wondering why I had to have two styles in a day.
In college I heard the word perm (烫发). Girls had some strong chemicals (化学药品) put on their heads and made the hair look beautiful. I quickly sat in a salon (美发厅) and changed my hair. I returned to the salon once every month. Even during the days when I had no money for food, I had to find money for my hair.
After college, I was jobless and broke. I had to have my hair cut. At that time I saw a bald (光头的) black model. Her style shocked me and I admired her so much that I began to follow her. Therefore, there I was. I wore some large earrings and walked around like a model. And many people admired my style.
At this point the journey with my hair stopped completely. I decided to have natural hair. I soon found out natural hair is the cheapest, easiest and healthiest way to wear African hair.What did the author think of having her hair cut in primary school?
| A．She thought that was cool. |
| B．She didn’t care about hair at all. |
| C．She hated the rule. |
| D．She thought that must be helpful. |
The author didn’t wear long hair in high school because ____________.
| A．her school didn’t allow that |
| B．she wanted to follow her father’s words |
| C．she was not good at shaping long hair |
| D．her sister didn’t like long hair |
When did the author wear long hair?
| A．In middle school. |
| B．In college. |
| C．After she graduated from college. |
| D．After she found a job. |
The author thought the bald black model looked ____________.
| A．beautiful | B．terrifying | C．poor | D．ugly |
What would be the best title for the passage?
| A．Make your hairstyle fashionable |
| B．Appearance is not the most important thing |
| C．A journey to natural hair |
| D．Black girls should be confident |
It’s 5:00 in the morning when the alarm (闹钟) rings in my ears. I roll out of bed and walk blindly through the dark into the bathroom. I turn on the light and put on my glasses. The house is still as I walk downstairs while my husband and three kids sleep peacefully. Usually I go for a long run, but today I choose my favorite exercise DVD, Insanity. Sweat pours down my face and into my eyes. My heart races as I face my body to finish each movement. As I near the end of the exercise ,I feel extremely tired, but a smile is of my face. It’s a smile because the DVD is over , but a smile of success from pushing my body to its extreme limit.
Some people enjoy shopping, smoking , food, work, or even chocolate. But I need exercise to get through each day. Some shake heads when they see me run through the town. Others get hurt when I refuse to try just one bite of their grandmother’s chocolate cake. They raise their eyebrows, surprised by my “no thank you,” or by my choice to have a salad. Over the years , I have learned it’s okay to just say “no.” I shouldn’t feel sorry for refusing food that I don’t want to eat.
So what drives me to roll out of bed at 5:00 a.m.? What gives me the reason to just say no to ice cream? Commitment. A commitment to change my life with a way that reduces daily anxiety, increases self –confidence and energy, extends life and above all improves my body shape. This is the point where a smile appears on my face as I look at myself in the mirror or try on my favorite pair of jeans that now fit just right. It’s through commitment and sweat that I can make a difference within myself inside and out.Why is there a smile on the author’s face in the morning?
| A．Because she sees her family sleeping peacefully. |
| B．Because she finishes her favorite exercise |
| C．Because she enjoys the interesting DVD |
| D．Because she feels a sense of achievement |
Which of the following is true according to Paragraph?
| A．She doesn’t like others r politely |
| B．She likes to make others surprised |
| C．Others don’t understand what she does |
| D．Others try to help her by offering her food |
What does the underlined word “commitment” in the last paragraph mean?
| A．Good health | B．Firm belief |
| C．A strong power | D．A regular habit |
What can we learn about the author from the text?
| A．She acts in a strange way |
| B．She wants to look different from others |
| C．She aims to develop a good body shape |
| D．She has difficult getting along with others |
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, 80 percent of 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(投资)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 |
If a manager should show his empathy (Paragraph6), 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 |
Which of the following is conveyed in this article?
| A．Face-to-face service creates comfortable feelings among customers. |
| B．Companies that promise more will naturally attract more customers. |
| C．A company should promise less but do more in a competitive market. |
| D．Customer delight is more important for airlines than for banks. |
The day was warm and the sun shone down like a new beginning on my life. I was waving goodbye to my son, the last one of my fledglings （刚会飞的鸟）to leave home and go to new woods, "University actually" . I felt so lighthearted after spending many years looking after my four children-cooking, washing, ironing, teaching them how to look after themselves and manage their finances-that I actually thought “At long last, freedom".
But, as I watched my last one leave, although it was a joyous occasion, I realized I had not really prepared for this day, I was too tied up with bringing up these adults of the future to realize that they would all leave the nest and lives independently.
At first I didn't know what "I" wanted to do. I tried a part time job, which ended in me running out in tears. I started a business making soft furnishings, but that didn't work either. I grew my own veggies and fruit, which lasted 3 years, until I was advised by my doctor that my feet couldn't take any more "tools” driven through them.
I began wondering if I had a future of my own. I cried for the life I was used to, and hadn't known or wanted anything different.
Then one day I saw an ad. For foster parents, I discussed it with my husband who was always behind everything I tried and with great disturbance, I rang up the number.
I now laugh and sing with my 14-year-old foster daughter, even when my cooker is a mess and my bathroom is a disaster area. I now know, 8 years later, what “I” was meant to be doing with all the spare hours, days, and weeks I had on my hands when my last fledgling flew the nest. The sun shines once again in my home.How did the mother first feel when her last child went off to university?
| A．Lonely. | B．Anxious. | C．Relieved. | D．Annoyed. |
The underlined phrase “was tied up with” in the second paragraph means “”.
| A．was occupied in | B．was associated with |
| C．was tired of | D．was addicted to |
In the third paragraph, the poor mother did all the things just to.
| A．live a greener and healthier life |
| B．earn more money for her kids’ education |
| C．shift her attention and ease her anxiety |
| D．start her own decorating business |
What did the empty-nested mother think of her husband?
| A．Skilled | B．Supportive | C．Stubborn | D．Open-minded |
Thanks to the foster daughter, the author.
| A．got rid of her busy work | B．forgot her other children |
| C．found a suitable job | D．knew what she really wanted |
Winners Club
You choose to be a winner!
The Winners Club is a bank account specially designed for teenagers. It has been made to help you better manage your money. The Winners Club is a transaction account（交易账户）where you receive a key-card so you can get to your money 24/7 – that’s 24 hours a day, 7 days a week!
It’s a club with impressive features for teenagers:
No account keeping fees!
You’re no millionaire so we don’t expect you to pay large fees. In fact, there are no account keeping or transaction fees!
Excellent interest rates!
You want your money to grow. The Winners Club has a good rate of interest which gets even better if you make at least two deposits（储蓄）without taking them out in a month.
Convenient
Teenagers are busy – we get that. You may never need to come to a bank at all. With the Winners Club you can choose to use handy tellers and to bank from home using the phone and the Internet···You can have money directly deposited into your Winners Club account. This could be your pocket money or your pay from your part-time job!
Mega magazine included
Along with your regular report, you will receive a FREE magazine full of good ideas to make even more of your money. There are also fantastic offers and competitions only for Winners Club members.
The Winners Club is a great choice for teenagers. And it is so easy to join. Simply fill in an application form. You will have to get permission from your parent or guardian (so we can organize that cool key – card) but it is easy. We can’t wait to hear from you. It’s the best way to choose to be a winner!The Winners Club is a bank account intended for ________.
| A．parents | B．teenagers | C．winners | D．adults |
Which of the following is TRUE about the Winners Club?
| A．Special gifts are ready for parents. |
| B．The bank opens only on work days. |
| C．Services are convenient for its members. |
| D．Fees are necessary for the account keeping. |
The Winners Club provides magazines which ________.
| A．encourage spending |
| B．are free to all teenagers |
| C．are full of adventure stories |
| D．help to make more of your money |
If you want to be a member of the Club, you must ________.
| A．be an Internet user |
| B．be permitted by your parent |
| C．have a big sum of money |
| D．be in your twenties |
What is the purpose of this text?
| A．To set up a club. |
| B．To provide part-time jobs. |
| C．To organize key-cards. |
| D．To introduce a new banking service. |
There are some very good things about open education. This way of teaching allows the students to grow as people, and to develop their own interests in many subjects. Open education allows students to be responsible for their own education, as they are responsible for what they do in life. Some students do badly in a traditional classroom. The open classroom may allow them to enjoy learning. Some students will be happier in an open education school. They will not have to worry about grades or rules. For students who worry about these things a lot, it is a good idea to be in an open classroom.
But many students will not do well in an open classroom. For some students, there are too few rules. These students will do little in school. They will not make good use of open education. Because open education is so different from traditional education, these students may have a problem getting used to making so many choices. For many students it is important to have some rules in the classroom. They worry about the rules even when there are no rules. Even a few rules will help this kind of students. The last point about open education is that some traditional teachers do not like it. Man y teachers do not believe in open education. Teachers who want to have an open classroom may have many problems at their schools.
You now know what open education is. Some of its good points and bad points have been explained. You may have your own opinion about open education. The writer thinks that open education is a good idea, but only in theory. In actual fact, it may not work very well in a real class or school. The writer believes that most students, but of course not all students, want some structure in their classes. They want and need to have rules. In some cases, they must be made to study some subjects. Many students are pleased to find subjects they have to study interesting. They would not study those subjects if they did not have to.Open education allows the students to _________. .
| A．grow as the educated | B．be responsible for their future |
| C．develop their own interests | D．discover subjects outside class |
Open education may be a good idea for the students who _____.
| A．enjoy learning |
| B．worry about grades |
| C．do well in a traditional classroom |
| D．are responsible for what they do in life. |
Some students will do little in an open classroom because____.
| A．there are too few rules |
| B．they hate activities |
| C．open education is similar to the traditional education |
| D．they worry about the rules |
Which of the following is NOT mentioned in the passage?
| A．Some traditional teachers do not like it. |
| B．Many teachers do not believe in open education. |
| C．Teachers may have problems in open classrooms. |
| D．The teacher’s feelings and attitudes are important to the students. |
Which of the following best summarizes the passage?
| A．Open education is a really complex idea. |
| B．Open education is better than traditional education. |
| C．Teachers dislike open education. |
| D．The writer thinks that open education is a good idea in practice. |
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