高考英语阅读理解巩固练习48文档格式.docx

1、本文的寓意又是什么呢？1. Why were the children hiding in the tree?A. They wanted to watch Mrs. Tailor do her housework closely.B. They were playing a hide-and-seek game.C. They wanted to find out if the rumors about Mrs. Tailor were true.D. They were pretending to be spies.【详解剖析】事实细节题。由首段尾句They were determined

2、 to find out if she really was a witch.可知孩子们想看看人们对老太太是巫师的传言是否是真的。【最佳选项】C2. Mrs. Tailor stopped sweeping when_.A. her front steps were cleanB. she noticed the children in the treeC. she was ready to take a flightD. she heard the hen cackling由第二段倒数最后一句可知答案为D。【最佳选项】D3. Ben did not rush to help Mrs. Tai

3、lor because_.A. he thought that she could be tricking themB. he knew that they should not have been in the treeC. he did not see the old lady fall downD. he was afraid of the three-legged cat【详解剖析】推理判断题。从文中描述的内容可知，Ben认为Mrs. Tailor是一个巫师，他认为可能是Mrs. Tailor在使诡计，所以在两个女孩子前去救助时，他依然没有奔向前去帮助Mrs. Tailor。【最佳选项

4、】A4Which of these old sayings best suits the storys lesson for us?A. Make hay while the sun shines.B. Never judge a book by its cover.C. People in glasshouses should not throw stones.D. A bird in the hand is worth two in the bush.通读全文可以推知，作者想告诉我们“不要以貌取人或仅从事物的表象来判断事物”。【最佳选项】B （2011浙江卷，C）In the more a

5、nd more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what commpaines 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 custome

6、rs 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. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.New challenges for customer care have come when peop

7、le can obtain goods and services through telephone calls 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 call，being cut off in midconversation or

8、 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 mak

9、e the customer feel they know you and that you can trust themthe sort of comfortable feelings people have during facetoface chats with their local branch manager.”Recommended ways of creating customer delight include：underpromising and overdelivering （saying that a repair will be carried out within

10、five hours，but getting it done within two） replacing a faulty product immediately；throwing in a gift voucher （购物礼券）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 th

11、e 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 sug

12、gests 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

13、 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 te

14、chnology 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

15、 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.本文阐述了顾客的满意度对企业发展的重要作用。11We can learn from Paragraph 2 that _.Acomplaining customers are hard to satisfyBunsatisfied customers receive bet

16、ter serviceCsatisfied customers catch more attentionDwelltreated customers promote business答案：D。推理判断题。A抱怨中的顾客难以令其满意；B不满意的顾客得到更好的服务；C满意的顾客得到更多的注意；D良好的对待顾客促进企业的发展。根据信息句“It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote

17、 business”可以看出D项正确。12The writer mentions“phone rage”（Paragraph 3）to show that_.Acustomers often use phones to express their anger Bpeople still prefer to buy goods onlineCcustomer care becomes more demandingDcustomers rely on their phones to obtain servicesC。细节理解题。A顾客常常用电话表达自己的愤怒；B人们依然偏爱网上购物；C客户关注更加

18、成为人们的关注；D顾客靠电话得到服务。根据本段首句“New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet”可知C项正确。13What does the writer recommend to create customer delight?ACalling customers regularly. BGiving a “thank you” note.CDelivering a qui

19、cker service. DPromising more gifts.A定期给顾客打电话；B给“感谢”便条；C给予快捷服务；D许诺更多的礼物。根据文中信息“saying that a repair will be carried out within five hours ，but getting it done within two”和“replacing a faulty product immediately”可知C项正确，其他三项曲解了文意。14If a manager should show his empathy （Paragraph 6），what would he proba

20、bly say?A“I know how upset you must be.” B“I appreciate your understanding.”C“Im sorry for the delay.” D“I know its our fault.”A。词义猜测题。A我知道你准是很难过；B我很感激你的理解；C很抱歉，耽误您了；D我知道，这是我们的错。根据其后信息句“for example，I know how you must feel”可知A项正确。15Customer delight is important for airlines because _.Atheir telephon

21、e style remains unchangedBthey are more likely to meet with complaints Cthe services cost them a lot of moneyDthe policies can be applied to their staffB。A他们的电话样式没变；B他们很有可能遇到投诉；C这些服务花费了他们很多钱；D这些政策可以应用到职员身上。根据文中信息“.delighting passengers is an important marketing tool, while there is great potential f

22、or customer anger over delays caused by weather ，unclaimed luggage and technical problems”推理可知，航空公司很有可能因为恶劣天气、行李主人不明以及技术等问题导致耽误顾客，以及被投诉，此时使顾客满意是很重要的市场手段。16Which of the following is conveyed in this article?AFacetoface service creates comfortable feelings among customers.BCompanies that promise more

23、will naturally attract more customers.CA company should promise less but do more in a competitive market.DCustomer delight is more important for airlines than for banks.事实理解题。A面对面的服务创造顾客中舒适的感觉；B承诺更多的公司自然吸引更多的顾客；C在激烈的市场竞争中，公司应该少承诺，多做实事；D顾客满意度对于航空公司来说比银行更重要。通读全文不难排除A、B、D三项，根据最后一段可知C项正确。D全国卷，E）“I didnt

24、 hear them call my name，” explained Shelley Hennig to Active Teens （AT） as she talked about that exciting moment on national television when she won the honor of Miss Teen USA 2004. “Are you ready？”is what she heard.Then she said，“I shook my head no，and then they said yesand it was announced again.”

25、It was four days after that life changing moment for the seventeenyearold high school student from Destrehan, Louisianashe was still on_cloud_nine.“I was so shocked! I never believed that it could actually really happen. ”Present in the audience （观众） that day were: her mother and father, older brother, her friends, and her dance teacher.Understanding why members of her family and her friends would be there，AT asked why her dance teacher had traveled so far to see her compete （比赛）. “Shes always been my role model. Ive danced with her since I was six. Shes been through so many dif