Mr. Holmes believed that door was locked inside by the hostess, but all the evidence suggested ______.

  A. instead             B. anyway            C. otherwise           D. though

Customer service refers to the way that companies behave towards their customers.   36   However, many a time organizations don’t focus on customer relationship management, and that’s what makes customers angry, which is one of the reasons why companies lose their customers.  37 

First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously.

  38  You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆断）and think that you know what the customers want.

  39   Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.

In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely.   40  Once they’ve finished speaking, try to calm them down by apologizing.

In a word, always remember that if the customers remain happy, you’ll be in business.

A. Never interrupt or start speaking until they’ve finished.

B. You can bring in as many new customers as you want.

C. So customer service is important and you should know how to improve it.

D. Finding out the needs of the customers is another important customer service tip.

E. Making customers feel they are important is an excellent way to serve them

  better.

F. It’s the quality of service that determines whether the customer remains with the

  company.

G. More companies are finding that their customer service should not be limited to

  stores.

短文中共有10处语言错误，每句话最多两处错误。错误涉及一个单词的增加、删除或修改。

增加：在此处加一个漏字符号(∧)，并在其下面写出增加的词;

删除：把多余的词用斜线(＼)划掉;

修改：在错的词下划一横线，并在其下面写出修改后的词。

注意：1. 每处错误及其修改均仅限一词；

2. 只允许修改10处，多者（从十一处起）不计分。

Everyone has a dream. We are on the way to achieve it whether the way is smooth or toughly. As senior 3 student, I have the same dream as my classmates that I can be admitted to an ideal university. In the past three years, I have done everything I can to equip myself with that I have learnt from my teachers. Not only have I enjoyed the pleasure of study but also I have got closer to my dream. Anxious and pressure did discourage from me at times. Besides, with the encouragement of my teachers and classmates, I think I’ll make it.

I’m sure that there has still a long way to go to achieve my dream. No matter how challenged it is, I’ll make it come true. As the proverb said,” Where there’s a will, there’s a way.”

 _________ from what you say, they ought to succeed.

  A. Judging            B. Judged              C. To judge             D. Having judged

The deadliest Ebola outbreak in history that has so far killed almost 1000 people in Guinea, Liberia, Sierra Leone and Nigeria in West Africa has caused fear around the world.

The outbreak is unprecedented（空前的）both in infection numbers and in geographic scope. Officials from the World Health Organization (WHO) said earlier this month the outbreak “is moving faster than our efforts to control it”, reported CNN. So far, the battle against the virus doesn’t appear to be slowing down.

The Ebola virus is terrifying no matter where it strikes: It’s a disease with no cure that causes headaches and fever, severe diarrhea（腹泻）, vomiting and bleeding and has been known to kill up to 90 percent of its victims.

It is understandable for people to be panicked, but those living outside Africa shouldn’t be particularly concerned about contracting the virus, says a Washington Post article.

This is because transmission of Ebola requires direct contact with an infected person’s blood, vomit or other bodily fluids during the period that he or she is contagious（接触传染的）. It is something that is extremely unlikely for anyone but healthcare workers. The virus is not spread by coughing or sneezing.

Media outlets in the US and the UK are using terrifying headlines, wrongly claiming that people infected with the virus have traveled to their countries.

James Ball at The Guardian says the Ebola outbreak in Africa is tragic, but it is important to keep a sense of proportion. Other infectious diseases, including common influenza, are far, far deadlier.

32. What does the author say about the Ebola outbreak in West Africa?

A. It has caused thousands of African deaths.   

B. Its spreading speed is beyond people's imagination.

C. It has already traveled to the US and the UK.

D. The fight against it is slowing down .

33. The Ebola virus is terrifying because___________.

A. it cannot be cured at the moment

B. it is easily infected

C .it spreads faster than any other infectious disease

D. it has caused more deaths than other infectious diseases

34. The underlined phrase in the last paragraph means

A. keep a secret       B. stay calm          C. keep silent    D stay away from it

35. What is the author's attitude towards people's panic?

A. Objective.         B. Supportive.         C. Doubtful.     D. Understandable.

The children in Sichuan look forward with hope ___________a chance to receive further

   education in their rebuilt hometown.

   A. for getting       B. of getting       C. to get           D. to getting

    For Canadians, backpacking Europe is a special ceremony signifying a new life stage. Unlike package tours, backpacking is a struggle, full of discovery and chance connections. It is about focusing on something different from our own lives and losing ourselves in a new world, if only for a moment.

    Well, that’s what backpacking Europe is supposed to do. That’s what it used to do before modern communications, social media, and commercial hostel (旅社). Older Canadians would not recognize the Europe that they backpacked in the 1960s, 1970s and even the 1980s. Far from a rough adventure into foreign cultures, the European experience has been shattered in part by today’s technology.

    A few years ago, I took my then 60-year-old father on a backpacking trip across part of Europe and Turkey. As he is an experienced traveler and someone who possesses a strong sense of adventure, I decided that we’d travel on a budget, staying in hostel dorms. For him, backpacking through Europe in 1969 was about independence and struggle. But two things surprised him at the end of our journey. First was how technology-based backpacking had become: Young people were so directly connected to home that they were hardly away in any meaningful sense. Second, the lack of connections we made with locals. Instead of making us feel closer to a place, he found commercial hostels actually made us more alienated (疏远的).

    But there is some room for hope. While technology takes our attention away from the beauty and history before us, there are also ways in which it helps us to connect with our surroundings. Websites like Airbnb have made it easier to stay with enthusiastic locals. Couch Surfing helps organize meet-ups between locals and travelers. The online marketplace Dopios offers a chance to meet locals through enjoyable experiences like a personalized city tour.

    Backpacking can never be the way it was for our parents’ generation. But doing a little study of history and culture before leaving, and bravely getting rid of any electronic devices while traveling, will help give young travelers a taste of the glory days.

28. The underlined word “shattered” in Paragraph 2 most probably means _________.

   A. broadened        B. relived      C. ruined         D. acquired

29.After the recent backpacking trip in Europe, the author’s father finds _________.

   A. backpackers connect less with locals than before

   B. young people dislike getting in touch with their family

   C. a hostel is a nice place for travelers to meet each other

   D. backpacking in Europe becomes more difficult than before

30. What’s the author’s attitude towards technology?

   A. Negative.           B. Objective.      C. Uncertain.            D. Uninterested.

31. The text mainly discusses the relationship between __________.

   A. technology and traveling           B. adventures and cultures

   C. young people and their family       D. Canadian travelers and Europeans

 It is announced that ______$20,000 reward will be offered for______ _return of the stolen

   sculpture.

   A. a; the                B. 不填; the            C. a; a         D.不填；a

（2018·江苏）Despite the poor service of the hotel, the manager is _______ to invest in sufficient training for his staff.

A．keen    B．reluctant

C．anxious    D．ready

假期中你外出旅游时发现许多不文明行为，如随地吐痰、乱涂乱画、乱丢垃圾等，请你给Beautiful China编辑部写一封信，呼吁人们提高素质、文明出行。

内容要点：1.你所看到的不文明行为及危害；

2．为建设美丽中国，提出你的倡议(至少两点)。

3．开头和结尾已为你写好，不计入总词数。

4．不得出现真实姓名。

注意：1.词数100～120；

参考词汇：吐痰spit; 刻画 scratch; 不文明行为immoral behaviors

Dear editor，

I am writing to tell you about what I saw while traveling during this winter vacation.

_________________________________________________________________

__________________________________________________________________________________________________________________________________

_________________________________________________________________

_________________________________________________________________

Best wishes!

Yours，

Li Hua

 Pointing to the house on       roof grew lots of bush, the old man told me that was       I would stay.

   A. its; what             B. whose; where         C. whose; what           D. its; where

Wednesday, January 7, 2009

A blacklist of 19 leading search engine portals（门户） and websites, including Google and Baidu, which “spread vulgar（lacking in good taste） content and harm the young people” has been published, the Chinese government said Monday.

    According to Xinhua News Agency, six central departments conducted a month-long campaign to clean up the Internet of unhealthy and vulgar materials.

“The government will continue to punish or even shut down those shameful Websites that refuse to correct their wrongdoing,” Cai Mingzhao, director of the State Council Information Office, said. “Immediate action is needed to clean up the Internet environment.”

The government demanded the web portals, a number of video sharing sites, including Sina, Sohu and NetEase, Google in Chinese and other websites to remove vulgar photos after due notice but they failed and continued providing links to these unhealthy sites.

    Google China’s spokeswoman Cui Jin, however, explained that “Google is neither the owner of those Websites nor does it spread (that) information intentionally. We have also adopted ‘safe search’ to block sites with such content automatically.’’

Baidu, NetEase.com.Inc and SINA Corp., in web statements on Wednesday, admitted their guilt, and apologized for failing to control such content. Google China, on the other hand, promised to cooperate with Internet users and society to help build a healthy Internet culture. “After we received notice from relevant government departments, we cleaned up links to vulgar content that could have harmful effects on Internet users,” it added.

Sohu, and Tencent, the most popular free instant messaging computer program in Mainland China, and the world’s third most popular IM service, as well as an Internet portal, apologized separately late Tuesday. However, China’s law is unclear on the definition of “spreading vulgar materials.” Beijing Internet management office staff, Wang Qiang, on Wednesday said that they were working on punishment schemes (plans) for the more unclear charge of spreading vulgar pictures.

60. What is the text mainly about?

A. How the Chinese government manages the leading search engine portals.

B. How the leading search engine portals react to the government’s criticism.

C. What the government is trying to do to clean up the Internet environment.

D. What the leading search engine portals are doing to improve their service.

61. Which of the following is TRUE about Cai Mingzhao?

A. He works for the Ministry of Public Security.

B. He called on the shameful Web sites to correct their wrongdoing.

C. He apologized for failing to clean up the Internet of unhealthy materials.

D. He is working hard to make the definition of “spreading vulgar materials” clear.

62. According to the text, which company took the most positive attitude?

A. Google China                       B. NetEase.com.Inc.

C. SINA Corp.                                   D. Baidu

63. We can learn from the last paragraph that __________.

A. China’s Internet environment is getting better and better

B. China still has a long way to go to build a cleaner Internet environment

C. China has made laws to protect the environment of the Internet

D. China has not realized the harm of illegal information from the Internet                         

假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文中共有10处语言错误，每句中最多有两处.每处错误仅涉及一个单词的增加、删除或修改。

增加:在缺词处加一个漏字符号() 并在其下面写出该加的词。

删除:把多余的词用斜线(\)划掉。

修改:在错的词下划一横线，并在该词下面写出修改后的词。

注意:1.每处错误及其修改均仅限一词；

     2.只允许修改10处，多者（从第11处起）不计分。

    Women are playing a much important part in society than before. Now woman are working as teachers, scientists and even leaders. Almost all jobs that used to be done by men is done perfectly well by women. Women are no longer looked down in society. As these changes taking place in their social role, women’s position in the family has been improved as well. That’s hard to find the wife is busy doing housework while the husband is just sitting in an armchair, watches TV. In spite of all these changes, the great number of men still guard their rights and gender discrimination still exists. Few women are appointing high-ranking jobs in a company because of the existence of the glass ceiling. This is the problem we should try to solve it now.

 Shakespeare’s play Hamlet ______ into at least ten different films over the past years.

      A. had been made   B. has been made   C. was made               D. would be made

    Imagine going to bed not knowing where your next meal is going to come from.   36   Today, nearly 11 percent of people on Earth suffer from hunger, according to a recent State of Food Insecurity in the World report published by the United Nations. But it turns out that this number is something to celebrate!

    Though the numbers look like a lot, the number of hungry people in the world has actually decreased by about 209 million since 1992. This has been mainly due to the hard work of organizations such as the UN, the FAO and the WFP.

    According to the WFP, the world produces enough food to feed the entire population of 7 billion people.   37   There are many reasons why food does not go from the producers to the consumers.

    People living in poverty cannot afford nutritious foods. This makes them weaker and it is harder for them to earn money to escape from poverty and hunger.   38   An average person in the US spends just 6.6% of the income on food.

    Drought is one of the most common causes of food shortage in the world.   39   In many countries, climate change is worsening the situation.

    Conflicts around the world can disrupt farming and food production. Fighting forces millions of people to flee their homes. These people don’t have the means to feed themselves.

       40   Food that is wasted uses up precious natural resources.

A. How can we solve the problem?

B. Each nation has its own challenges.

C. One-third of all food produced is never consumed.

D. But not everybody has access to food when they need it.

E. That is the fate of nearly 805 million people in the world.

F. Natural disasters such as flood and tropical storms can impact food output too.

G. Do you know in poor countries people spend over 80% of their earnings on food?

 Her health__________ under the pressure of work.  

A. broke in       B. broke up    C. broke down      D. broke out

If you feel stressed by responsibilities at work, you should take a step back and identify (识别) those of   56  (great)and less importance. Then, handle the most important tasks first so you’ll feel a real sense of   57  (achieve). Leaving the less important things until tomorrow   58  (be) often acceptable.

Most of us are more focused   59   our tasks in the morning than we are later in the day. So, get an early start and try to be as productive   60   possible before lunch. This will give you the confidence you need to get you through the afternoon and go home feeling accomplished.

Recent   61  (study) show that we are far more productive at work if we take short breaks   62  (regular). Give your body and brain a rest by stepping outside for   63   while, exercising, or doing something you enjoy.

If you find something you love doing outside of the office, you’ll be less likely   64  (bring) your work home. It could be anything-gardening, cooking, music, sports—but whatever it is,   65  (make) sure it’s a relief from daily stress rather than another thing to worry about.

I don’t know how it      , but I’ve got a big hole in my clothes.

A. came over      B. came out

C. came about     D. came up

 Back in 2003 an 86-year-old man drove his Buick through a crowded farmers’ market. Nine people were killed. More than fifty-four people were hurt, fourteen with serious injuries. When he finally stopped, the 86-year-old man got out his car and screamed at people to get out of the way. No alcohol or drugs were found in his system. Apparently, he was just old and confused.

This is a frightening accident, and it is not a rare one. There are many examples of elderly drivers driving into swimming pools, houses, storefronts, or worse.

In our teenage years, we all heard “driving is not a right; it’s a privilege.” That is still true, and there comes an age when driving is no longer a privilege that can be allowed. After a certain age, eyesight and dementia(痴呆) are very serious concerns. Undoubtedly, these age-related problems affect some older adults’ driving ability. By the time a person is between eighty-five and ninety years old, his or her driving privilege should be examined.

Licensing laws vary greatly from state to state, and it’s time for a national law on the maximum age limit for driving. The motivation for this law is safety. Another option is to start with laws that ban anyone over the age of eighty-five from driving after sundown, because driving conditions are not as safe as daylight hours. Still another option that may allow elderly drivers to continue driving could be new technology like a voice warning system that cautions drivers on busy streets or at traffic lights. Finally, since there are laws against driving under the influence of alcohol and drugs, shouldn’t some prescription drugs also be included? The average age of 85-year-old is undoubtedly taking at least one prescription drug daily.

The thought of an 86-year-old driver with failing eyesight running down the road in a two-ton piece of metal is unsettling to us all. Driving at an advanced age is not only challenging for the elderly drivers, but also it’s dangerous for the rest of us.

25. The first paragraph is written in order to show_________.

   A. the harm of driving at an old age             B. the importance of traffic safety

C. traffic accidents are on the rise                 D. many elderly drivers are careless

26. The author suggests that there should be new laws against driving __________.

A. over eighty-five                         B. between sunset and dawn

C. with the help of voice warning systems       D. under the influence of prescription drugs

27. The underlined word “unsettling” in the last paragraph is closest in meaning to “________”.

A. disappointing     B. worrying      C. touching      D. interesting

28. Which of the following would be the best title for the text?

 A. How to keep old people safe on the road?

B. Are drivers well protected by licensing laws?

C. Should there be an age limit for elderly drivers?

D. Is driving a right or a privilege for an old person?

   It is really sad news for Guinness World Records. Tiffany Two, the holder of the 61                   

(old) cat record, has passed away in her sleep at 62                   age of 27 years, 2months and 20 days.

Born on March 13, 1988 in San Diego, California, Tiffany Two  63                   (buy) by her owner, Sharon Voorhees, from a local pet shop. At that time, the cat was only six  64                   

(week) old. Sharon named her Tiffany Two in memory of the cat she once 65                   (own)

In the 1970s.

In fact, 66                   Tiffany Two celebrated her 27^th birthday back in March, she had lived the equivalent (等量) of 125 human years.

Despite 67                   unbelievable age, Tiffany Two was reported to have good sight and hearing 68                   (recent). Tiffany Two only had minor 69                   (ill) such as high blood pressure, and Sharon described her as “strong and still able to go up and down stairs”.

“She’s not afraid 70                   (play) with anyone or any animal. She walks right past the dogs. She’s very active!” Sharon explained.