高考英语阅读理解巩固练习48文档格式.docx

高考英语阅读理解巩固练习48文档格式.docx

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本文的寓意又是什么呢？

1.Whywerethechildrenhidinginthetree?

A.TheywantedtowatchMrs.Tailordoherhouseworkclosely.

B.Theywereplayingahide-and-seekgame.

C.TheywantedtofindoutiftherumorsaboutMrs.Tailorweretrue.

D.Theywerepretendingtobespies.

【详解剖析】　事实细节题。

由首段尾句Theyweredeterminedtofindoutifshereallywasawitch.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】　C

2.Mrs.Tailorstoppedsweepingwhen________.

A.herfrontstepswereclean

B.shenoticedthechildreninthetree

C.shewasreadytotakeaflight

D.sheheardthehencackling

由第二段倒数最后一句可知答案为D。

【最佳选项】　D

3.BendidnotrushtohelpMrs.Tailorbecause________.

A.hethoughtthatshecouldbetrickingthem

B.heknewthattheyshouldnothavebeeninthetree

C.hedidnotseetheoldladyfalldown

D.hewasafraidofthethree-leggedcat

【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】　A

4．Whichoftheseoldsayingsbestsuitsthestory’slessonforus?

A.Makehaywhilethesunshines.

B.Neverjudgeabookbyitscover.

C.Peopleinglasshousesshouldnotthrowstones.

D.Abirdinthehandisworthtwointhebush.

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）

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

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.

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.”

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

B。

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.

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）

“Ididn'

thearthemcallmyname，”explainedShelleyHennigtoActiveTeens（AT）asshetalkedaboutthatexcitingmomentonnationaltelevisionwhenshewonthehonorofMissTeenUSA2004.“Areyouready？

”iswhatsheheard.Thenshesaid，“Ishookmyheadno，andthentheysaid‘yes’anditwasannouncedagain.”

ItwasfourdaysafterthatlifechangingmomentfortheseventeenyearoldhighschoolstudentfromDestrehan,Louisianashewasstillon_cloud_nine.

“Iwassoshocked!

Ineverbelievedthatitcouldactuallyreallyhappen.”Presentintheaudience（观众）thatdaywere:

hermotherandfather,olderbrother,herfriends,andherdanceteacher.

Understandingwhymembersofherfamilyandherfriendswouldbethere，ATaskedwhyherdanceteacherhadtraveledsofartoseehercompete（比赛）.“She'

salwaysbeenmyrolemodel.I'

vedancedwithhersinceIwassix.She'

sbeenthroughsomanydif