No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. __36__.
▲ You should listen actively to what the customer has to say by maintaining comfortable eye contact. __37__.
▲ __38__.It’s important for you to know that your apology must appear sincere to the customer, and not an empty excuse. And also you should show the customer you’ve accepted the responsibility and provide him with choices or assure the customer you’ll do something about his complaint.
▲ Talk with the client and discover the best means to resolve his problem. __39__In this case it’s important to let your customer know an estimation(估计) of how long it will take to take action on his complaint.
▲ A simple “thank you” is one way to let the customer know you appreciate the time and effort they’ve taken to inform you about a problem with your company’s service or product that you need to know about.
▲ Create a procedure for recording different types of customer complaints. __40__.
A. Listen to your customer’s complaints and you can improve your service.
B. There will be times when you’ll be unable to resolve the issue immediately.
C. When receiving a complaint, you should apologize for the failure the customer has identified.
D. They are a valuable source of information to determine various root causes that need to be addressed within your company.
E. So it’s important to learn to deal with customer complaints efficiently.
F. Don’t feel ashamed of the failure in your service or products.
G. You should also show your customer that you do understand him by giving full attention.
With the victory at the French Open, Li Na has reached NO.4 in the world,______ the previous Asian record．
A．equaled B．equaling
C．to have equaled D．having equaled
We still don't know the exact time for the first human being .
A.to have been cloned B.being cloned
C.having been cloned D.to be cloned
FRANCE has destroyed the hopes of those who had planned to take refuge（避难）in one of the few places on Earth which some believe will be spared when the world ends on December 21 ．Local officials banned access to the Pic de Bugarach，a mountain in the southwest where rumor has it that the hilltop will open on the last day and aliens will appear with spaceships to save nearby humans.
Eric Freysselinard，the state’s top representative in the area，said he was blocking access to the mountain for public safety reasons to avoid a rush of New Age fanatics(盲信者），sightseers and media crews. Believers say the world will end on December 21，2012，the end date of the ancient Mayan calendar，and they see Bugarach as one of a few sacred mountains sheltered from the cataclysm(大灾难）．
Mr Freysselinard said the 100 police and firefighters will also control approaches to the tiny village of the same name at the foot of the mountain，and if too many people turn up，they will block access there too.“We are expecting a few people who believe in this end of the world，but in extremely limited numbers，” he said in the. nearby city of Carcassonne.“We are expecting greater numbers of people who are just curious，but in numbers we cannot determine. Above all，we are expecting lots of journalists，”he said.
Films，documentaries and websites have promoted the idea that the ancient Mayan calendar predicts that doomsday is on December 21．The culture ministry in Guatemala-where half the population are of Mayan descent-is hosting a massive event in the capital just in case the world actually does end，while tour groups are promoting doomsday-themed getaways.
60．Many people plan to go to Pic de Bugarach mainly because ．
A. they want to take refuge on December 21，2012
B. they want to meet aliens with spaceships to save humans
C. they want to visit the scenery of the mountain
D. they want to make profits by attracting tourists
61．Eric Freysselinard was blocking access to the mountain for ．
A. forbidding the rumour spreading B. improving environmental protection
C. protecting public safety D. avoiding destroying natural sources
62．What kinds of people would come to Pic de Bugarach？
a. Tourists. b. Journalists. c. Local officials. d. Visionaries. e. The Mayans.
A. a. b. e. B. a. b. c. C. a. b. d. D. b. d. e.
63．Which of the following would be the best title for the text?
A. The World Ends on December 21 B. The Ancient Mayan Calendar Ends
C. A Massive Event in The Capital D. French Say‘No’to The Refugee
Having spring around makes you feel different after such a long winter journey. The
power of sunshine brings us a lot of comfort, optimism, self-confidence and of course a
smile. Imagine how great it will be if we are so positive all year round！
Living like this is possible if you really think about it. In order to exist in such a state
o~ happiness, we must have sunshine radiating from within ourselves, shining from our
hearts, minds and souls. Actually, that-s your choice, and if you think that way then your
own life will reflect that attitude of yours!
In order to make "sunshine" or rather, "light" part of our being, it is so important
that you watch your thoughts, your words and your actions so that you will accept what
you really feel you'd like to create in your own life. Watch your thoughts and really
become aware of how many negative thoughts pass through your mind about yourself and
other people around you. Watch to see how often you gossip (说闲话) about other people,
which is actually often attached with feelings of jealousy (妒忌) and insecurity about
yourself.
You are also supposed to take a close look at your "intention". How many of you (Io
something for another person without expecting to receive something in return? It might
not even have to be a material or physical thing you expect; expecting to be recognized for
what you have done is enough to create conditions on your intention. Think about it!
Putting all of these together, it seems that most of us are creating monsters inside us
just by simply talking, thinking and not putting our heart out with the right intention
towards helping someone else. If you take all your negative attitudes in one hand and
measure your need to feel "sunshine" in the other, you will see how both these elements
really contradict each other.
Be brave and break your patterns and your habits this spring, and by doing so. you
will allow the true sunshine to take place by radiating out from your heart and into your
life and the lives of the people around you！
24.You can have sunshine shining from your inside .
A. by measuring what you need B. by helping someone else
C. by watching what you think, say and do D. by changing your intention
25. According to the writer, you don t feel secure about yourself when you .
A. gossip about other people
B. take a close look at your intention
C. expect to be recognized for what you’ve done
D. become aware of your negative thoughts
26.What can be inferred from the passage?
A. Expecting something in return for our help isn’t the right intention.
B. Breaking our patterns is the most important to get true sunshine.
C. If we don-t intend to help others, we create monsters inside us.
D. Negative attitudes have little to do with happiness.
27.The passage is written mainly to _ .
A. stress the importance of the positive life style
B. analyze the intentions and thoughts in our mind
C. offer advice on having sunshine from our inside
D. warn us about the bad effects of negative attitudes
假定你是李华，你在上周日搭坐102号公交车，该公交车司机的不文明行为让乘客很愤怒。于是你向公交车公司写一封投诉信。要点如下：
1. 司机的不文明行为(大声讲话、紧急刹车、态度粗鲁等)。
2. 希望尽快查清此事。
注意：1. 词数100左右。2. 可以适当增加细节，以使行文连贯。
NASA on September 28, 2015 announced the strongest evidence yet for liquid water on the red planet, increasing the possibility that astronauts journeying to Mars could someday rely on the planet's own water for their drinking needs.
You may feel like you've heard about the hunt for liquid water on Mars before—and the researchers involved know it may seem played out. But science has yet to truly prove that water flows on Mars once and for all, and doing so could completely change the way we view the planet. This new data is a big step in the right direction.
"Liquid water is an attractive topic, and we like the thousandth time someone has discovered water on Mars," Lujendra Ojha, the Georgia Tech PhD candidate who led the research announced Monday, told The Post. But there's a good reason that liquid water is so "attractive": Mars is now the only planet in our solar system to show evidence of the stuff on its surface, other than our own. Other worlds have it in subsurface oceans, or scattered around as vapor in the atmosphere. But Mars is the only place where we have solid evidence for liquid that sits right there in the open air. While it would be a major leap to suggest that Mars might harbor life—even microbial life—liquid water at least makes it possible that parts of the planet are habitable.
The study builds on research from April, when scientists using data from the Curiosity rover noted that the planet had the seasonal potential for liquid water. We know that because of the extremely low pressure on Mars, water has a boiling point of just a few degrees Celsius, after which it evaporates. The April study noted the presence of perchlorates (高氯酸盐) —a kind of salt—which could make the boiling point of Mars' water much higher, theoretically allowing it to remain liquid. They affirmed that the planet's temperature would be right for liquid, perchlorate-filled water to form every day during winter and spring.
28. What does the Paragraph 2 mainly tell us?
A. The significance of the discovery. B. The doubt of the discovery.
C. The difficulty of the discovery. D. The expense of the discovery.
29. The underlined words "our own" in Paragraph 3 refer to ________.
A. Mars B. the earth C. liquid water D. the solar system
30. What plays an important role in making Mars' water in the state of liquid?
A. The thick atmosphere around Mars.
B. The physical structure of Mars.
C. The extremely low pressure on Mars.
D. Perchlorates in Mar's water.
31. The best title for the passage can be "________".
A. Water on Mars could be used for dringking
B. There might be some kinds of life on Mars
C. NASA would send astronauts to journey to Mars
D. NASA confirms the best-ever evidence for water on Mars
—I’m going to Shanghai this afternoon.
—________. Then how soon will you come back?
A. Have a nice trip B. Congratulations C. Cheers D. Good luck
I like to keep fit, so I go swimming I can.
A．as soon as B．as fast as C．as often as D．as far as
假定你是李华，你的好友王芳喜欢打排球，但老师和家长都极力劝她放弃排球，全身心投入高考。为此，她非常纠结和郁闷。请你给她写一封建议信，帮她解除这个困扰。
注意：
1.词数100左右；
2.可以适当增加细节，以使行文连贯。
A report by the US' Open Syllabus Project found that the most read books among US college students in the past year were books like The Republic by ancient Greek philosopher Plato and The Clash of Civilizations by US political scientist Samuel Huntington.And according to reports by Chinese college libraries,the most popular books among Chinese students are novels like Demi-Gods and Semi-Devils by Chinese author Jin Yong.
This is considered by many to be one of the reasons why Chinese students are sometimes not as good at critical thinking or observing global perspectives (视野) as US students—they read too many bestseller novels.
"By reading texts in history/social studies,science,and other subjects,students build a foundation of knowledge in these fields that will also give them the background to be better readers in all areas,"Robert Pondiscio,vice president of the Core Knowledge Foundation in the US told Th.e Washington Post.
According to China Youth.Daily,there are usually five stages when it comes to reading,with popular novels at the bottom.More advanced readers normally go on to read classic fictional literature,history and philosophy,or books with critical ideas.
We spend hours,days or even weeks on a book,so it's only natural that we want to learn something useful in return for our efforts.Many see reading as an investment (投资) in themselves.But this practical view of literature and the thought that history and philosophy books are superior to novels are not agreed by everyone.After all,what they offer are two different kinds of satisfaction.While the former provides knowledge,the latter brings emotional experiences."Fiction and poetry are medicines,"UK writer Jeanette Winterson once wrote."What they heal is the rupture (裂痕) reality makes on the imagination."
25.What are the most popular books among Chinese students?
A.Philosophy books. B.Bestseller novels.
C.History books. D.Books with critical ideas.
26.What do Chinese students lack compared with US students?
A.Careful observation. B.Vast stores of knowledge.
C.Practical use of knowledge. D.Critical thinking.
27.Which of the following does Jeanette Winterson probably agree with?
A.People read books to learn something useful. B.Imagination is not so important as knowledge.
C.History and philosophy books are superior to novels. D.Novels can bring necessary emotional experiences.
I ______ the hobby of collecting stamps as a child.
A．built up B．set up C．kept up D．took up
Visitors to Britain may find the best place 61 enjoy local culture is in a traditional pub. But newcomers may get into trouble in these friendly pubs. Strangers may start with the difficulty of getting a drink. Most pubs have no waiters--you have to go to the bar (吧台) to buy drinks . This may sound 62 (convenient), but English people are used to doing so.
Pub culture is formed 63 (help) people get along with each other. Standing at the bar for service allows you to chat with others 64 (wait) for drinks. The bar counter is 65 (possible) the only place in Britain
66 a friendly conversation with strangers 67 (consider) to be entirely proper and really quite normal 68 , if you do not follow the local rules, you may fail to feel the local culture. For example, if you are in a big group, 69 is best for one or two people to go to buy the drinks. Nothing makes the regular customers and bar staff 70 (angry) than a group of strangers standing in front of the bar while they chat and wonder what to order.
A man worked in a big company．One day, he came home from 41 late, tired and annoyed, to find his 6-year old son 42 him at the door．The 43 his son saw him, he asked him a question, “Daddy, how much do you make an hour?”“That’s 44 of your business．If you 45 know, I make $20 an hour．” the man said angrily．“Oh, ” the little boy replied, with his head down．Looking up, he said, “Daddy, may I please 46 $10?”
The father was 47 and shouted at him to go back to his room because he thought his son was so 48 .The little boy quietly went to his room and shut the door．The man sat down and started to get 49 angrier about the little boy’s 50 ．How dare he ask such questions only to get some money? After an hour 51 , the man had calmed down, and started to 52 ．Then he went into the little boy’s room．“I’ve been thinking, maybe I was too 53 on you earlier．Here’s the $10 you asked for．”said the man．
The little boy sat 54 up, smiling．“Oh,thank you daddy!”He yelled．Then, 55 under his pillow, he 56 some crumpled up bills．The little boy slowly 57 out his money, then 58 at his father．“Daddy, I have $20 now．Can I 59 an hour of your time? Please come home 60 tomorrow．I would like to have dinner with you．”
41．A．school B．work C．trip D．hospital
42．A．standing for B．asking for C．waiting for D．playing with
43．A．moment B．time C．day D．when
44．A．not B．no C．nothing D．none
45．A．have B．must C．might D．want
46．A．earn B．make C．1end D．borrow
47．A．angry B．happy C．desperate D．embarrassed
48．A．selfish B．crazy C．aggressive D．innocent
49．A．more B．perhaps C．even D．1ittle
50．A．money B．questions C．toys D．pillows
51．A．about B．or else C．or so D．1ater
52．A．relax B．refresh C．relieve D．regret
53．A．hard B．kind C．soft D．gentle
54．A．straightly B．straight C．slowly D．1azily
55．A．putting B．getting C．taking D．reaching
56．A．brought out B．picked out C．pulled out D．1eft out
57．A．counted B．gave C．presented D．sent
58．A．1ooked down B．1ooded away C．1ooked up D．1ooked out
59．A．sell B．borrow C．buy D．have
60．A．1ate B．early C．happily D．often
One day I went to a store to get some needed items for my family.
I gathered up my goodies and headed for the 41 counter, only to be 42 in the narrow aisle (通道) by a young man who 43 to be about sixteen years old. I wasn’t in a hurry, so I 44 waited for the boy to realize that I was there. It was obvious now, he was mentally 45 and a little shocked as he turned and saw me standing so 46 to him, waiting to 47 . I said, “Hey Buddy, what’s your name?”
“My name is Denny and I’m 48 with my Mommy,” he responded proudly.
“Wow,” I said, “that’s a(n) 49 name; I wish my name was Denny, but my name is Steve. How old are you Denny?”
“How old am I now, Mommy?” he asked his mother as she slowly 50 from the next aisle. “You’re fifteen years old, Denny”. Then he headed toward the toy section.
Denny’s mom 51 me for taking the time to talk with her son. She told me that most people wouldn’t 52 look at him, much less talk to him.
I told her that it was my 53 and that there are plenty of red, yellow, and pink roses in God’s Garden; 54 , “Blue Roses” are very 55 and should be appreciated 56 their beauty and distinctiveness.
You see, Denny is a Blue Rose and 57 someone doesn’t stop and 58 that rose with their heart and touch that rose with their kindness, then they’ve 59 a blessing from God. So, the next time you see a BLUE ROSE, don’t turn your head and walk off. 60 to smile and say Hello.
41. A. customer B. checkout C. salesman D. office
42. A. blocked B. troubled C. met D. found
43. A. pretended B. appeared C. declared D. tended
44. A. slowly B. slightly C. kindly D. patiently
45. A. torn B. broken C. challenged D. wounded
46. A. close B. friendly C. next D. happily1111]
47. A. steal away B. hurry out C. squeeze by D. break in
48. A. swimming B. shopping C. singing D. travelling
49. A. cool B. bad C. ordinary D. old
50. A. went away B. walked by C. came over D. turned up
51. A. thanked B. stared at C. praised D. chatted with
52. A. ever B. still C. yet D. even
53. A. courage B. pleasure C. habit D. faith
54. A. therefore B. besides C. meanwhile D. however
55. A. rare B. big C. bright D. colorful
56. A. with B. by C. for D. in
57. A. unless B. if C. before D. after
58. A. smell B. pick C. buy D. see
59. A. wanted B. forgotten C. missed D. invited
60. A. Be brave B. Be proud C. Take it easy D. Take the time
_______ difficult explorations are, humans have never stopped moving forward.
A. While B. Despite C. As D. However
The latest research suggests that the key factor separating geniuses from the merely accomplished is not I.Q., a generally bad predictor of success. Instead, it’s purposeful practice. Top performers spend more hours practising their craft. If you wanted to picture how a typical genius might develop, you’d take a girl who possessed a slightly above average language ability. It wouldn’t have to be a big talent, just enough so that she might gain some sense of distinction. Then you would want her to meet, say, a novelist, who coincidentally shared some similar qualities. Maybe the writer was from the same town, had the same family background, or shared the same birthday.
This contact would give the girl a vision of her future self. It would give her some idea of a fascinating circle who might someday join. It would also help if one of her parents died when she was 12, giving her a strong sense of insecurity and fuelling a desperate need for success. Armed with this ambition, she would read novels and life stories of writers without end. This would give her a primary knowledge of her field. She would be able to see new writing in deeper ways and quickly understand its inner workings.
Then she would practise writing. Her practice would be slow, painstaking and error-focused. By practising in this way, she delays the automating process. Her mind wants to turn conscious, newly learned skills into unconscious, automatically performed skills. By practising slowly, by breaking skills down into tiny parts and repeating, she forces the brain to internalize a better pattern of performance. Then she would find an adviser who would provide a constant stream of feedback, viewing her performance form the outside, correcting the smallest errors, pushing her to take on tougher challenges. By now she is redoing problems—how do I get characters into a room—dozens and dozens of times. She is establishing habits of thought she can call upon in order to understand or solve future problems.
The primary quality our young writer possesses is not some mysterious genius. It’s the ability to develop a purposeful, laborious and boring practice routine; the latest research takes some of the magic out of great achievement. But it underlines a fact that is often neglected. Public discussion is affected by genetics and what we’re “hard-wired” to do. And it’s true that genes play a role in our capabilities. But the brain is also very plastic. We construct ourselves through behavior.
56. The passage mainly deals with .
A. the function of I.Q. in cultivating a writer
B. the relationship between genius and success
C. the decisive factor in making a genius
D. the way of gaining some sense of distinction
57. By reading novels and writers’ stories, the girl could .
A. come to understand the inner structure of writing
B. join a fascinating circle of writers someday
C. share with a novelist her likes and dislikes
D. learn from the living examples to establish a sense of security
58. In the girl’s long painstaking training process, ________.
A. her adviser forms a primary challenging force to her success.
B. her writing turns into an automatic pattern of performance
C. she acquires the magic of some great achievement
D. she comes to realize she is “hard-wired” to write
59. What can be concluded from the passage?
A. A fuelling ambition plays a leading role in one’s success
B. A responsible adviser is more important than the knowledge of writing.
C. As to the growth of a genius, I.Q. doesn’t matter, but just his/her effort.
D. What really matters is what you do rather than who you are.
增加：在缺词处加一个漏词符号（∧），并在此符号下面写出该加的词。
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。
Last year I had the first Thanksgiving Day of my own house. I have never cooked Thanksgiving dinner before, so I wanted to be special. I spent what seemed like forever cooking, and for my great surprise it came out looking perfectly! I realized that I had left my soft drinks at the store but I ran out to get them after the guests arrived. I was away from for no more than 15 minute. When I returned, I found my turkey on the floor surrounding by a greedy cat and a dog with turkey bits in its mouths.
In the morning, Slim got up and prepared breakfast for his wife as usual. Nicole, his wife was listening to music in the bedroom. 41 , he felt that his body was shaking. Slim had the 42 response that there was an earthquake! He 43 quickly, “Dear, earthquake! Go to the toilet! ” Nicole heard the shouting, 44 the first aid box quickly and ran into the toilet. The house was 45 even more dramatically.
Bathroom was the next door to the kitchen. Slim picked up a kitchen 46 and two pieces of bread outside the kitchen. Slim tried to run along the wall to help Nicole. 47 , it got 48 suddenly with an explosion. The house 49 down and many things fell from above. Nicole was quickly buried in 50 . She felt breathing very difficult. She tried to stand up, but 51 .
A few minutes later, the land was 52 . Nicole heard the sound of short 53 and thought it was Slim! She shouted to him but no 54 ! He probably fainted. Nicole kept saying his name and she finally heard a response. Two people encouraged and 55 each other. They knew that there must be a way to 56 .
Slim found that they were close and were 57 by the fallen stones and some powder. He started to dig with the kitchen knife. He felt 58 from his fingers. Finally, he removed the last piece of larger stones. Slim touched Nicole’s one hand, then dug the 59 stones of her body. Finally, Nicole had a 60 breathing slowly. Two people sat on the ground and hugged together.
41. A.Unfortunately B. Actually C. Suddenly D. Really
42. A. rapid B. recent C. second D. best
43. A. warned B. shouted C. jumped D. howled
44. A. used up B. found out C. took up D. put away
45. A. burning B. moving C. falling D. shaking
46. A. knife B. cook C. fork D. tool
47. A.Therefore B. However C. Instead D. Besides
48. A. bright B. Cloudy C. blank D. dark
49. A. lay B. broke C. crashed D. bent
50. A. dirt B. ashes C. pieces D. ruins
51. A. senseless B. impossible C. impractical D. invaluable
52. A. normal B. silent C. flat D. usual
53. A. steps B. Pauses C. movements D. breath
54. A. sign B. hope C. response D. result
55. A. calmed B. held C. touched D. called
56. A. relax B. Communicate C. escape D. succeed
57. A. wrapped B. limited C. fastened D. separated
58. A. pain B. cold C. water D. warmth
59. A. spreading B. Bundling C. sticking D. surrounding
60. A. complete B. steady C. constant D. Weak
If you intend to work with this book seriously, I suggest that you give yourself every advantage by carefully following the laws of learning:
Space your learning.
36 Each session may take one half hour to an hour and a half, depending on the amount of material and on your own speed of learning. Do one or two sessions at a time--three if you’re going strong and are all involved--and always decide when you stop and exactly when you will return.
37
Everyone learns at a different pace. Fast learners are no better than slow learners--it’s the end result that counts, not the time it takes you to finish.
Review.
When you start a new session, go back to the last exercise of the previous session, cover your answers, and see how much you remember. 38
Test yourself.
You are not aiming for a grade, or putting your worth on the line, when you take the Comprehensive Tests. 39 You are deciding where repairs have to be made, and especially, you are experiencing a feeling of success at work that is well done.
Use these tests, as well as the abundant drill exercises, as aids to learning. No one is perfect, no one learns in the exact same way or at the same speed as anyone else. 40 And then, give yourself every opportunity to exploit your actual, latent, and potential abilities.
But most important of all, as I will remind you several times throughout this book, develop a schedule and stick to it!
A. Do you have quick recall after a day, or you simply forget everything?
B. This approach works better than any other method for learning words.
C. On the contrary, you are discovering your weaknesses, if any.
D. Every chapter of this book is divided into “sessions.”
E. Real learning goes on only through active participation.
F. Do not rush--go at your own comfortable speed.
G. Find the optimum technique and speed for your unique learning patterns.
