- 閱讀理解A
題干：High-qualitycustomerserviceispreachedbymany,butactuallykeepingcustomershappyiseasiersaidthandoneShoppersseldomcomplaintothemanagerorownerofaretailstore,butinsteadwillalerttheirfriends,relatives,co-workers,strangers-andanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool.“Storytellinghurtsretailersandentertainsconsumers,”saidPaulaCourtney,PresidentoftheVerdegroup.”thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.Theresulting“snowballeffect”canbedisastroustoretailers.Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems,rankedsecondandthirdweregroceryandelectronicscustomers.Themostcommoncomplaintsincludefilledparkinglots,cluttered(塞滿了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlightinglocalpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.Thisguidanceeliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.”saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentrancewouldhelp.”Customerscanalsoimprovefutureshoppingexperiencesbyfilingcomplaintstotheretailer,insteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.
題目： 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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參考答案【正確答案：C】
細節題。文章的最后也給經歷了不愉快消費體驗的客戶建議，filing complaints to the retailer, instead of complaining這里要重點區分instead of前后內容的根本區別，鑒于這個詞組表達出的否定轉折含義，自然可以了解作者是鼓勵客戶向商家直接投訴，而不是四處抱怨。所以答案是C. voice their dissatisfaction to store managers directly. 其他三個選項有的是對原文某些細節的篡改，有的是根據常識的其他做法，均不符合題意。
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- 5 【英譯漢】 Almost invariably the better looking the person in the picture, the higher the person is rated. In the phrase, borrowed form Sappho, that the social scientists use to sum up the common perception, what is beautiful is good. In business, however, good looks cut both ways for women, and deeper than for men. A Utah State University professor, who is an authority on the subject, explains: In terms of their careers, the impact of physical attractiveness on males is only modest. But its potential impact on females, can be tremendous, making it easier, for example, for the more attractive to get jobs where they are in the public eye. On another note, though, there is enough literature now for us to conclude that attractive women who aspire（追求）to managerial positions do not get on as well as women who may be less attractive.
- 6 【閱讀理解A】Why aren’t people enjoying better lives when they have jobs?
- A 、Because many families are divorced.
- B 、Because government aid is now rare.
- C 、Because their wages are low.
- D 、Because the cost of living is rising.
- 7 【閱讀理解A】At the Better Baby Institute, _____.
- A 、the idea of “normal” achievement was challenged
- B 、children needed seven years to develop normally
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- A 、the scores are obtained through different computational procedures
- B 、creativity rather than analytical skills is emphasized now
- C 、vos Savant’s case is an extreme one that will not repeat
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- A 、in well-worded language
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- 10 【閱讀理解B】What customers really want is that
- A 、business always emphasized themaintenance of customers.
- B 、they can directly get the service they need.
- C 、few customers will appeal to claims court.
- D 、impoliteness is a kind of bad service.
- E 、theyregard retailing as a temporary job.
- 、they have spent much time on TV and computers.
- 、shoppers are usually strident, frustrated and impatient.
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- （9）
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