Highqualitycustomerserviceispr

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更新 2022-09-03
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High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.
“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”
On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
Why are store managers often the last to hear complaints?

A．Most customers won’t bother to complain even if they have had unhappy experiences.

B．Customers would rather relate their unhappy experiences to people around them.

C．Few customers believe the service will be improved. .

D．Customers have no easy access to store managers.

What does Paula Courtney imply by saying “…the shopper must also find a replacement” (Line 2, Para. 4)

A．New customers are bound to replace old ones.

B．It is not likely that the shopper can find the same products in other stores.

C．Most stores provide the same kind of service.

D．Not complaining to manager causes the shopper some trouble too.

What contributes most to smoothing over issues with customers?

A．Manners of the salespeople.

B．Hiring of efficient employees.

C．Huge supply of goods for sale.

D．Design of store layout.

To achieve better shopping experiences, customers are advised to ________.

A．exert pressure on stores to improve their service

B．settle their disputes with stores in a diplomatic way

C．voice their dissatisfaction to store managers directly

D．shop around and make comparisons between stores

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Ellen Swallow Richards was the first woman to earn a bachelor’s degree from Massachusetts Institute of Technology (MIT). A chemist, social activist, teacher, and first woman member of the Institute of Engineering, she believed that housekeeping was a science. As a progressive thinker at the time, she thought that women needed to learn about money matters and have up-to-date information on cleanliness and nutrition. She encouraged women from all backgrounds to get the best education possible.
Ellen was born in 1842 and was brought up in Massachusetts. A graduate of Vassar College in New York, she returned to New England to attend MIT. After her marriage to Professor Robert Richards, she worked in a laboratory at MIT, examining pollution of water sources in Massachusetts. Her work led to the creation of the first food-inspection (检验) laws of that state. She was instructor at MIT from 1884 until her death in 1911.
Like other progressive thinkers of the time, Ellen was worried about problems of the poor and the effect of the environment on society. She considered the environment a key factor in quality of life. Within the family, as in the world at large, science was chief in tools used to help the poor. Science could help to manage money matters, keep a home safe and clean, and improve quality of life. Food properly cooked could be tasty, nutritious, and inexpensive. Better and cheaper food could protect the health and improve the lives of working-class families.
Ellen created the science of housekeeping, now called home economics, and elevated（提升）it to a serious college subject. She worked tirelessly as a national leader in developing standards, materials, and teacher training for this new field. Her publications cover many subjects—from the chemistry of cooking and cleaning to the cost of living.
57. According to the text, Ellen __________.
A. provided new jobs for the poor
B. helped to create new kinds of food
C. set up the field of home economics
D. created the ideas of food-inspection laws
58. As a progressive thinker, Ellen __________.
A. suggested people cook their own meals at home
B. believed cheap food was better than expensive one
C. advised women to get the best education possible
D. considered money matters a key factor in quality of life
59. Ellen believed that __________.
A. poor families knew how to manage money
B. families were well informed about good nutrition
C. cheaper food could not protect people’s health
D. families spent much on food but were not well nourished
60. One can infer that, as a result of the efforts of people such as Ellen, __________.
A. one may study home economics at a university for a career
B. the pollution of water sources is no longer a problem
C. most people today learn to cook at school
D. science does not help much within the family as in the world

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While they were almost unknown twenty years ago, it seems that mobile phones these days are part of everyone’s life. However, as with other inventions such as the television and the computer, they are a double-edged sword, inviting both supporters and opponents, especially in regard to their use in public places like restaurants and cinemas.
One of the strongest arguments in favor of forbidding mobiles in public places is the trouble they cause to other people. For example, although we are often asked to turn off our phones when in a cinema, the film that we are watching is often interrupted by the sound of at least five rings. To make it even worse, some people insist on continuing their conversation, even though hundreds of people can hear what they say, which often drowns out the voice from the film. As a result, many people would welcome a ban on mobile phones in places where they might disturb other people.
On the other hand, there are a number of arguments against such a ban. It is difficult to stop people bringing with them their mobile phones in public places, making it almost impossible to call for a ban. Some people would see this as an infringement（侵犯）of their rights, while other people would say they need them in case of an emergency. Despite being asked to silence their phones, some people insist on leaving them on.
It seems to me that a ban on mobile phones would not have any result in the end. People will find a way to escape a ban. Nevertheless, people should be discouraged from using them in public places, unless it is highly necessary. They should be made to know that it is bad manners to use them in certain places or at certain times. Of course, there will always be someone who thinks their call is more important than others’ peace and quiet!
53. Why are many people for a ban on the use of mobiles in public places?
A. Because hundreds of people can hear them talk.
B. Because they are asked to turn off their mobiles.
C. Because other people’s peace and quiet is more important.
D. Because many people find a way to escape a ban.
54. Among those who are against a ban, some believe that __________.
A. they can turn off their mobiles when it is necessary
B. it is their right to use their mobiles in public places
C. a ban on mobiles would not have any result
D. they can silence their mobiles when in public places
55. The author of the text thinks that __________.
A. mobiles can be used in case of an emergency in public places
B. mobiles should be turned off in public places
C. mobiles should not be banned in public places
D. it is possible to ban the use of mobiles in public places
56. Which of the following would be the best title for the text?
A. Disadvantages of Mobiles in Public Places
B. Why Not Ban Mobiles in Public Places?
C. Should Mobiles Be Banned in Public Places?
D. Manners for Mobile Users in Public Places

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I’ve just done my first jump since the accident that nearly killed me just a year ago. As I was lying in hospital, thinking that I would never skydive again, I wasn’t feeling glad to be alive. Instead I was wondering how I could possibly live without it.
It all started one evening after another nine-to-five day. I was sitting at home thinking, “There has to be more to life than this,” when an advertisement came on the television: “Try skydiving!”
The next day, I called the nearest skydiving centre and booked my first jump.
I will never forget my first jump. It was a beautiful, cloudless day and the sun was just going down. As I pushed myself away from the plane at 11,000 feet, my mind went blank.
Words cannot describe the excitement I experienced while I was free-falling. That was the most amazing four minutes of my life.
From the first jump, I was hooked. I started spending every free moment I had skydiving. At work, I sat in front of my computer and imagined ways of making more money so that I could jump more often.
The accident happened on my 1,040th jump. Another skydiver collided (碰撞) with my parachute (降落伞) at 80 feet. I fell and hit the ground at about 30 mph, face down. I broke my legs, my right arm and my nose. I lost 6 litres of blood, 19 teeth and 25 pounds of fat. I was lucky to be alive.
People who have never experienced skydiving will find it hard to understand that my only motivation to get better was that I could do it again. All I can say is that for me, skydiving is life and life is skydiving.
50. What can we learn about the author’s first skydiving from the text?
A. The author planned it for a long time.
B. The author was too excited to enjoy it.
C. It turned out to be fairly successful.
D. It took place a year before the accident.
51. The underlined part “I was hooked” most probably means “__________”.
A. I was attracted by skydiving B. I was shocked by skydiving
C. I became familiar with skydiving D. I became curious about skydiving
52. Which of the following shows the author’s strong will for skydiving?
A. The author spent almost every nine-to-five day skydiving.
B. The author worked hard to make more money for skydiving.
C. The author imagined himself skydiving while at the hospital.
D. The author expected to recover only to continue skydiving.

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第二部分阅读理解（共两节，满分40分）
第一节（共15小题；每小题2分，满分30分）
阅读下列四篇短文，从每小题后所给的A、B、C、D四个选项中，选出最佳选项，并在答题卡上将该选项涂黑。
The Greenbelt, a wide belt of open land around the cities and towns of the San Francisco Bay Area, includes about 3.75 million of the Bay Area’s 4.5 million acres. The Bay Area Greenbelt is one of the largest areas of open land in any U.S. urban   area. Open land is land that has few buildings and lots of natural areas. The Greenbelt’s open land includes parks, forests, beaches, and more than 8,500 farms.
What are the advantages of the Greenbelt?
The Greenbelt has many advantages for people in the Bay Area, which include:
walking and biking areas close to the cities and towns;
places for wild plants and animals;
cleaner air and water; and
income from farms.
Is the Greenbelt in danger?
Five hundred seventy thousand acres of the Greenbelt are in danger. There are builders who want to build suburbs on them. If those acres become suburbs, many things will change:
the urban and suburban area will almost double;
many farms will disappear;
traffic will become worse; and
the air will become dirtier.
What is Greenbelt Alliance (联盟)?
Greenbelt Alliance, an organization that saves land in the San Francisco Bay Area, works alone and with other groups to save the Greenbelt in four ways:
Try to persuade people to build new buildings on land that is already urban, not on open land.
Make sure that the city and town governments are all making plans to save the Greenbelt.
Help Bay Area towns and cities to buy pieces of open land to make into natural areas.
Teach people in the Bay Area why the Greenbelt is important and what they can do to help save it.
46. What can we learn about the Greenbelt from the first paragraph?
A. The Greenbelt is the largest open land in the United States.
B. The Greenbelt covers much more than half of the Bay Area.
C. There are few farms on the open land of the Greenbelt.
D. There are more than 8,500 natural areas on the Greenbelt.
47. One of the advantages of the Greenbelt for people in the Bay Area is __________.
A. convenience for exercise                 B. income from sightseeing
C. cleaner city streets                             D. more plants and animals
48. The Greenbelt is in danger because __________.
A. traffic is getting worse                       B. some plan to build suburbs on it
C. the suburban area has doubled         D. pollution is becoming serious
49. Which of the following is TRUE about Greenbelt Alliance?
A. It builds new buildings on open land.
B. It buys large open land for the Bay Area.
C. It educates people how to save the Greenbelt.
D. It helps the city governments make plans.

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Lex Kim English School Information Session Description
Lex Kim English School offers language improvement courses in reading, writing, grammar, and speech to students from Grades 3 to 11. All of our students are highly fluent in English and eager to take part in classroom discussions and debate. All classes are conducted in English and class sizes are no larger than 10 students.
We are looking for full-time teachers and assistant teachers who’re interested in challenging our highly motivated and demanding students. We are eager to hire teachers who are professional, creative, and very organized self-starters. Our application process includes a phone interview, an in-person interview, and a sample teaching period. Additionally, all applicants must meet the following standards for the available positions:
Native English speakers with at least 15 years’ experience in teaching
A Bachelor’s degree or higher (preferably in education, English, or related fields)
Teaching hours typically range from 1 P.M. to 9 P.M., Monday ～ Friday.
Benefits
Teacher pay ranges from $26,000 to $45,000 depending on experience plus overtime pay and various performance-based prizes throughout the year. Assistant teachers have good chances of promotion and pay increases are based on ability. We also offer housing, free dinners, and other benefits.
Required documents:
The cover letter ( please indicate the position you are applying for )
The resume（个人简历）with your Date of Birth, e-mail address, and contact number
The recent photo of yourself or the copy of your passport
At least two references（推荐信）from your former employer
Contact
Please visit our website at www.lexkimjob.com for more information and visit http://lexkimjob.com/apply/main.php to submit（提交）your application.
53. According to the passage, Lex Kim English School _______.
A. only offers classes to the students in the morning
B. has students of all ages who are weak in English
C. is very strict about the application process
D. is badly in need of part-time English teachers
54. Who is the most likely to be hired by Lex Kim English School ?
A. A Frenchman with a Bachelor’s degree in education
B. An American with a Master’s degree in economics
C. A Korean with a Doctor’s degree who has worked in America for 18 years
D. An Englishman who has 16 years’ experience in teaching in a Canadian college
55. We can know from the passage that _______.
A. applicants must hand in their passports to the school
B. teachers of Lex Kim English School must use English to teach grammar
C. the more experienced applicants are, the higher pay they will get
D. applicants can go directly to the school to apply for the positions

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