When people find out that the product they bought is unsatisfying or in some other way does not live up to the manufacturer’s claims , the first step is to present the warranty , or any other records which might help , at the store of purchase . In most cases , this action will produce results . However , if it does not , there are various means the consumer may use to gain satisfaction . A simple and common method used by many consumers is to complain directly to the store manager . In general , the “ higher up ” his or her complaint , the faster he or she can expect it to be settled . In such a case , it is usually settled in the consumer’s favor , assuming he or she has a just claim . Consumers should complain in person whenever possible , but if they cannot get to the place of purchase , it is acceptable to phone or write the complaint in a letter .
Complaining is usually most effective when it is done politely but firmly , and especially when the consumer can demonstrate what is wrong with the item in question . If this cannot be done , the consumer will succeed best by presenting specific information as to what is wrong , rather than by making general statements . For example , “ The left speaker does not work at all and the sound coming out of the right one is unclear ” is better than “ This stereo does not work . ” The store manager may advise the consumer to write to be manufacturer . If so , the consumer should do this , stating the complaint as politely and firmly as possible . If a polite complaint does not achieve the desired result , the consumer can go to a step further . She or he can threaten to take the seller to court or report the seller to a private or public organization responsible for protecting consumer’s rights .When people find that their purchase is unsatisfying , the first thing they should do is to __________ .
| A．complain personally to the manager |
| B．threaten to take the seller to court |
| C．write a firm letter of complaint to the store of purchase |
| D．show some written proof of the purchase to the store |
How can a consumer make his or her complaint more effective , according to the passage ?
| A．Make polite and general statements about the problem . |
| B．Threaten to take the seller to court . |
| C．Explain exactly what is wrong with the item . |
| D．Avoid having direct contact with the store manager . |
What’s the best title of this passage ?
| A．How to settle a consumer’s complaint |
| B．How to make an effective complaint |
| C．How to avoid buying a faulty item |
| D．How to deal with complaints |
Recently Cathy Hagner sadly finds that life for her and her three children is set to permanent(永久的)fast-forward.
Their full school day and her job as a lawyer's assistant are busy enough. But Hanger also has to take the two boys to soccer or hockey or basketball while dropping off her daughter at piano lessons or Girl Scout Club.
Often, the exhausted family doesn't get home until 7 pm. There is just time for a quick supper before homework. In today's world, middle-class American and British parents treat their children as if they are competitors racing for some finishing line.
Parents take their children from activity to activity in order to make their future bright. It seems that raising a genius has become a more important goal than raising a happy and well-balanced child.
“Doctors across the country are reporting a growing number of children suffering from stomachaches and headaches due to exhaustion and stress,” says child expert William Doherty of the University of Minnesota.
Teachers are dealing with exhausted kids in the classroom. It's a very serious problem. Many children attend after-school clubs by necessity. But competitive pressures also create an explosion of activities. They include sports, language, music and math classes for children as young as four.
“There is a new parenting trend under way which says that you have to tap all your child’s potential at a young age; otherwise you will let him down,” says Terry Apter, a Cambridge-based child and adolescent psychiatrist(青少年精神病专家).
“It isn't entirely new: there have always been pushy parents. But what was previously seen as strange behavior is now well accepted.”From the second paragraph of this passage we can find that _______.
| A．Hagner busies herself by following a trend |
| B．Hagner doesn't spend much time on her full-time job |
| C．Hagner is interested in sports and music |
| D．Hagner wastes much time helping her children's lessons |
British parents, as the writer described in this passage, _______.
| A．treat their children as sports players |
| B．give their children little time to develop freely |
| C．bring up their children in a simple way |
| D．pay no attention to their children's lessons |
The writer's opinion about after-school clubs is that ________.
| A．activities in the country are too competitive |
| B．children should attend four clubs at a time |
| C．clubs should have more subjects for school children |
| D．some clubs result in competitive pressures |
The last paragraph tells us that in Britain _______.
| A．parents used to take their children to every club |
| B．parents have all benefited from children’s clubs |
| C．parents used to be wise on how to raise children |
| D．parents have come to know the standard of education |
Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead they 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 have no easy access to store managers. |
| C．Few customers believe the service will be improved. |
| D．Customers would rather relate their unhappy experiences to people around them. |
What does Paula imply by saying “the shopper must also find a replacement” (Line 2, Para. 4)
| A．New customers are bound to replace old ones. |
| B．Most stores provide the same kind of service. |
| C．Not complaining to manager causes the shopper some trouble too. |
| D．It is not likely the shopper can find the same products in other stores. |
Shop owners often hire moonlighting police as parking attendants so that shoppers________.
| A．can stay longer browsing in the store |
| B．won’t have trouble parking their cars |
| C．won’t have any worrier about security |
| D．can find their cars easily after shopping |
What contributes most to smoothing over issues with customers?
| A．Design of store layout. |
| B．Hiring of efficient employees |
| C．Huge supply of goods for sale. |
| D．Manners of the salespeople. |
To achieve better shopping experiences, customers are advised to ________.
| A．exert pressure on stores to improve their service |
| B．voice their dissatisfaction to store managers directly |
| C．settle their disputes with stores in a diplomatic |
| D．shop around and make comparisons between stores |
Why should mankind explore space? Why should money, time and effort be spent exploring and researching something with so few apparent benefits? Why should resources be spent on space rather than on conditions and people on Earth? These are questions that, understandably, are very often asked.
Perhaps the best answer lies in our genetic makeup (基因构成) as human beings. What drove our ancestors to move from the trees into the plains, and on into all possible areas and environments? The wider the spread of a species, the better its chance of survival. Perhaps the best reason for exploring space is this genetic tendency to expand wherever possible.
Nearly every successful civilization has explored, because by doing so, any dangers in surrounding areas can be identified and prepared for. Without knowledge, we may be completely destroyed by the danger. With knowledge, we can lessen its effects.
Exploration also allows minerals and other potential (潜在的) resources to be found. Even if we have no immediate need of them, they will perhaps be useful later. Resources may be more than physical possessions. Knowledge or techniques have been acquired through exploration. The techniques may have medical applications which can improve the length or quality of our lives. We have already benefited from other spin-offs including improvements in earthquake prediction, in satellites for weather forecasting and in communications systems. Even non-stick pans and mirrored sunglasses are by-products (副产品) of technological developments in the space industry!
While many resources are spent on what seems a small return, the exploration of space allows creative, brave and intelligent members of our species to focus on what may serve to save us. While space may hold many wonders and explanations of how the universe was formed or how it works, it also holds dangers．The danger exists, but knowledge can help human being to survive. Without the ability to reach out across space, the chance to save ourselves might not exist.
While Earth is the only planet known to support life, surely the adaptive ability of humans would allow us to live on other planets. It is true that the lifestyle would be different, but human life and cultures have adapted in the past and surely could in the future.Why does the author mention the questions in Paragraph1?
| A．To express his doubts. |
| B．To compare different ideas. |
| C．To introduce points for discussion. |
| D．To describe the conditions on Earth. |
What is the reason for exploring space based on Paragraph2?
| A．Humans are nature-born to do so. |
| B．Humans have the tendency to fight. |
| C．Humans may find new sources of food. |
| D．Humans don’t like to stay in the same place. |
What makes it possible for humans to live on other planets?
| A．Our genetic makeup. |
| B．Resources on the earth. |
| C．The adaptive ability of humans. |
| D．By-products in space exploration. |
Introduction to Piano
No matter what you do in life, it’s always important to start with the basics. Taught by experienced musician Dennis Dykstra, this class will give beginning piano learners an introduction to the keyboard, keys, scales, chords, melodies, and note reading. This class is combined with adult class.
Brinton ( Beg. , Ages 8-17 )…# 487919
Sat. , Apr. 13---Jun 1, 10:30 AM---12 PM
$56 Residents / $112 Non-residents
Guitar Lesson
Learn basic chords, notes, and different strumming (弹奏) techniques. Strum your way to fun. Bring your own guitar. Classes are combined with youth guitar classes.
Brinton ( Beg./ Int. , Ages 12-17 ) …# 37623
Sat. , Apr. 13 –-- Jun.1, 2 PM --- 3:30 PM
$110 Residents / $220 Non-residents
Hip Hop Culture & Modern Dance
Hip hop is a dance form that has origins in New York’s folk culture and has become popularized by the entertainment industry. The steps evolve from tap, jazz & belly dance. The class will consist of clean hip hop music techniques, steps and a routine.
Hamilton( Ages 6-12 )…# 38475
Tue. , Apr, 16---Jun 4, 7 PM --- 8 PM
$18 Residents / $36 Non-residents
Science of Magic and Fantastic Fliers
This super science sampler introduces participants to two hot topics: magic and flight! In science of magic, participants learn the science behind illusions, mind reading and perform a magic escape! Amaze and amuse friends.
In fantastic fliers, participants will fly through flight and aerodynamics ( 空气运动学 ) basics. Discover the four forces that affect flight. Make and test various plane designs to see these forces in action! Not suitable for free or reduced fees.
Jueau ( Ages 4-12 )… #370956
Mon. , Feb. 4, 5:30 PM --- 7:30 PM
$80 Residents / $160 Non-residentsThe activity Introduction to Piano is intended for those ______.
| A．who just begin to learn how to play the piano |
| B．who are experienced in playing the piano |
| C．who show interest in teaching the piano lessons |
| D．who are willing to make the piano for musicians |
If Mary’s son is 5 years old, she may choose ______ for him.
| A．Guitar Lesson |
| B．Science of Magic and Fantastic Fliers |
| C．Hip Hop Culture & Modern Dance |
| D．Introduction to Piano |
The underlined word “evolve” in the passage is closest in meaning to “______”.
| A．die | B．develop | C．escape | D．reduce |
If you want to learn how to play the guitar, you have to go at ______.
| A．10:30 AM---12 PM | B．5:30 PM --- 7:30 PM |
| C．2 PM --- 3:30 PM | D．7 PM --- 8 PM |
Most people know that Marie Curie was the first woman to win the Nobel Prize, and the first person to win it twice. However, few people know that she was also the mother of a Nobel Prize winner.
Born in September, 1897, Irene Curie was the first of the Curies’ two daughters. Along with nine other children whose parents were also famous scholars, Irene studied in their own school, and her mother was one of the teachers. She finished her high school education at the College of Sévigné in Paris.
Irene entered the University of Paris in 1914 to prepare for a degree in mathematics and physics. When World War I began, Irene went to help her mother, who was using X-ray facilities (设备) to help save the lives of wounded soldiers. Irene continued the work by developing X-ray facilities in military hospitals in France and Belgium. Her services were recognised in the form of a Military Medal by the French government.
In 1918, Irene became her mother’s assistant at the Curie Institute. In December 1924, Frederic Joliot joined the Institute, and Irene taught him the techniques required for his work. They soon fell in love and were married in 1926. Their daughter Helene was born in 1927 and their son Pierre five years later.
Like her mother, Irene combined family and career. Like her mother, Irene was awarded a Nobel Prize, along with her husband, in 1935. Unfortunately, also like her mother, she developed leukemia (白血病) because of her work with radioactivity（辐射能）. Irene Joliot-Curie died from leukemia on March 17, 1956.Why was Irene Curie awarded a Military Medal?
| A．Because she received a degree in mathematics. |
| B．Because she contributed to saving the wounded. |
| C．Because she won the Nobel Prize with Frederic. |
| D．Because she worked as a helper to her mother. |
Where did Irene Curie meet her husband Frederic Joliot?
| A．At the Curie Institute. |
| B．At the University of Paris. |
| C．At a military hospital. |
| D．At the College of Sévigné. |
When was the second child of Irene Curie and Frederic Joliot born?
| A．In 1932. | B．In 1927. |
| C．In 1897. | D．In 1926. |
In which of the following aspects was Irene Curie different from her mother?
| A．Irene worked with radioactivity. |
| B．Irene combined family and career. |
| C．Irene won the Nobel Prize once. |
| D．Irene died from leukemia. |
粤公网安备 44130202000953号