高考英语阅读理解抓分训练67.docx
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高考英语阅读理解抓分训练67
2014高考英语阅读理解抓分训练(67)及答案
阅读理解
TheQueen’sEnglishisnowsoundinglessupper-class,ascientificstudyoftheQueen’sChristmasbroadcastshadfound.ResearchershavestudiedeachofhermessagestotheCommonwealthcountriessince1952tofindoutthechangeinherpronunciationfromthenobleUpperReceivedtotheStandardReceived.
JonathanHarrington,aprofessoratGermany’sUniversityofMunich,wantedtodiscoverwhetheraccent(口音)changersrecordedoverthepasthalfcenturywouldtakeplacewithinoneperson.“AsfarasIknow,therejustisnobodyelseforwhomthereisthissortofbroadcastrecords,”hesaid.
Hesaidthenoblewayofpronouncingvowels(元音)hadgraduallylostgroundasthenobleupper-classaccentoverthepastyears.“Heraccentsoundsslightlylessnoblethanitdid50yearsago.Butthesearevery,verysmallandslowchangesthatwedon’tnoticefromyeartoyear.”
“Wemaybeabletorelateittochangesinthesocialclasses,”hetoldTheDailyTelegraph,aBritishnewspaper.“In1952shewouldhavebeenheardsaying‘thetmeninthebleckhet’.Nowitwouldbe‘thatmanintheblackhat’.And‘hame’ratherthan‘home’.Inthe1950sshewouldhavebeen‘lorst’,butbythe1970s‘lost’.”
TheQueen’sbroadcastisapersonalmessagetotheCommonwealthcountries.EachChristmas,the10-minutebroadcastisputonTVat3pminBritainasmanyfamiliesarerecoveringfromtheirtraditionalturkeylunch.(传统火鸡午餐).
Theresultswerepublished(发表)intheJournalofPhonetics.
46.TheQueen’sbroadcastswerechosenforthestudymainlybecause______.
A.shehasbeenQueenformanyyears
B.shehasalessupper-classaccentnow
C.herspeechesarefamiliartomanypeople
D.herspeecheshavebeenrecordedfor50years
47.WhichofthefollowingisanexampleofalessnobleaccentinEnglish?
A.“duaty” B.“citee” C.“hame” D.“lorst”
48.WemayinferfromthetextthattheJournalofPhoneticsisamagazineon_________.
A.speechsounds B.Christmascustoms
C.TVbroadcasting D.personalmessages
49.Whatisthetextmainlyabout?
A.Therelationshipbetweenaccentsandsocialclasses.
B.TheQueen’sChristmasspeechesonTV.
C.Thechangesinaperson’saccent.
D.TherecentdevelopmentoftheEnglishlanguage.
参考答案------46-5—49、DBAC
(2011·浙江卷,C)
Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcommpainesaretryingtoachieveinordertokeepandincreasemarketshare.
Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;thosetreatedbadlywilltelltheirtalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.
NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallscentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phone_rage”—causedbydelaysinansweringcall,beingcutoffinmidconversationorleftwaitingforlongperiods.
“Manypeopledonotliketalkingtomachines,”saysDr,Storey,SeniorlecturerinMarketingatCityUniversityBusinessSchool.“Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem—thesortofcomfortablefeelingspeoplehaveduringfacetofacechatswiththeirlocalbranchmanager.”
Recommendedwaysofcreatingcustomerdelightinclude:
underpromisingandoverdelivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo)replacingafaultyproductimmediately;throwinginagiftvoucher(购物礼券)asanunexpected“thankyou”toregularcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.
Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,“Iknowhowyoumustfeel”),andpossiblesolutions(replacement,compensationorwhateverfairnesssuggestsbestmeetsthecase).
Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.
ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname,jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinformationisavailableinstantlyonscreen.
BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.
Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas“wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreatertheriskofdisappointment.
本文阐述了顾客的满意度对企业发展的重要作用。
11.WecanlearnfromParagraph2that________.
A.complainingcustomersarehardtosatisfy
B.unsatisfiedcustomersreceivebetterservice
C.satisfiedcustomerscatchmoreattention
D.welltreatedcustomerspromotebusiness
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“Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusiness”可以看出D项正确。
12.Thewritermentions“phonerage”(Paragraph3)toshowthat________.
A.customersoftenusephonestoexpresstheiranger
B.peoplestillprefertobuygoodsonline
C.customercarebecomesmoredemanding
D.customersrelyontheirphonestoobtainservices
答案:
C。
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客户关注更加成为人们的关注;D顾客靠电话得到服务。
根据本段首句“NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet”可知C项正确。
13.Whatdoesthewriterrecommendtocreatecustomerdelight?
A.Callingcustomersregularly.B.Givinga“thankyou”note.
C.Deliveringaquickerservice.D.Promisingmoregifts.
答案:
C。
细节理解题。
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“sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo”和“replacingafaultyproductimmediately”可知C项正确,其他三项曲解了文意。
14.Ifamanagershouldshowhisempathy(Paragraph6),whatwouldheprobablysay?
A.“Iknowhowupsetyoumustbe.”B.“Iappreciateyourunderstanding.”
C.“I'msorryforthedelay.”D.“Iknowit'sourfault.”
答案:
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“forexample,‘Iknowhowyoumustfeel’”可知A项正确。
15.Customerdelightisimportantforairlinesbecause________.
A.theirtelephonestyleremainsunchanged
B.theyaremorelikelytomeetwithcomplaints
C.theservicescostthemalotofmoney
D.thepoliciescanbeappliedtotheirstaff
答案:
B。
推理判断题。
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“...delightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems”.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。
16.Whichofthefollowingisconveyedinthisarticle?
A.Facetofaceservicecreatescomfortablefeelingsamongcustomers.
B.Companiesthatpromisemorewillnaturallyattractmorecustomers.
C.Acompanyshouldpromiselessbutdomoreinacompetitivemarket.
D.Customerdelightismoreimportantforairlinesthanforbanks.
答案:
C。
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
(2011·全国卷,E)
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“Iwassoshocked!
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