Everyone in business has been told that success is all about attracting and retaining(留住) customers. It sounds simple and achievable. But,   41   , words of wisdom are soon forgotten. Once companies have attracted customers they often    42   the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers     43    become carried away. They forget what they regard as the boring side of business---    44   that the customer remains a customer.
     45   to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the    46     company loses between 10 and 30 percent of its customers every year. In constantly changing    47    , this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.
Only now are organizations beginning to wake up to these lost opportunities and calculate the   48  implications.     49    the number of customers a company loses can make a big    50   in its performance. Research in the US found that a five percent decrease in the number of defecting(流失的) customers led to    51   increases of between 25 and 85 percent.
In the US, Domino’s Pizza estimates that a regular customer is     52    more than five thousand dollars over ten years. A customer who receives a poor quality product or     53    on their first visit and    54     never returns, is losing the company thousands of dollars in   55    profits (more if you consider how many people they are likely to tell about their bad experience).
The logic behind cultivating customer   56    is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to     57   them”, says Adrian Payne of Cornfield University’s School of Management. “Research suggests that there is a close relationship between retaining customers and making profits.     58     customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price    59   , and may provide free word-of-mouth advertising. Retaining customers also makes it   60  for competitors to enter a market or increase their share of a market.”

【小題1】
A．in particularB．in realityC．a(chǎn)t leastD．first of all
【小題2】
A．emphasizeB．doubtC．overlookD．believe
【小題3】
A．tend toB．contribute toC．a(chǎn)ppeal toD．devote to
【小題4】
A．denyingB．ensuringC．a(chǎn)rguingD．proving
【小題5】
A．MovingB．HopingC．Starting D．Failing
【小題6】
A．a(chǎn)verageB．ordinaryC．normalD．usual
【小題7】
A．marketsB．tastesC．prices D．expenses
【小題8】
A．culturalB．socialC．financial D．economical
【小題9】
A．Cutting upB．Cutting throughC．Cutting in D．Cutting down
【小題10】
A．promise B．planC．mistake D．difference
【小題11】
A．costB．opportunityC．profit D．budget
【小題12】
A．worthyB．worthC．valueD．price
【小題13】
A．serviceB．deliveryC．orderD．promotion
【小題14】
A．a(chǎn)s a resultB．on the wholeC．in conclusion D．on the contrary
【小題15】
A．hugeB．potentialC．extra D．reasonable
【小題16】
A．beliefsB．loyaltyC．interestD．habits
【小題17】
A．a(chǎn)lteringB．understandingC．keepingD．a(chǎn)ttracting
【小題18】
A．EstablishedB．AssumedC．Respected D．Unexpected
【小題19】
A．SensitiveB．friendlyC．flexibleD．a(chǎn)greeable
【小題20】
A．unfairB．convenientC．difficult D．essential


【小題1】B
【小題2】C
【小題3】A
【小題4】B
【小題5】D
【小題6】A
【小題7】A
【小題8】C
【小題9】D
【小題10】D
【小題11】C
【小題12】B
【小題13】A
【小題14】A
【小題15】B
【小題16】B
【小題17】C
【小題18】A
【小題19】A
【小題20】C

解析

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In my school six students punished for cheating in the mid-terms, but       【小題1】               
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at their own school, and fail in the college entrance examinations. I do hope   【小題9】                 
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Good morning, everyone,

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__________________________________________________________________________________

____________________________________________________________________________________________

____________________________________________________________________________________________

____________________________________________________________________________________________

____________________________________________________________________________________________

________________________________________________________________________

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She was dancing. My lame grandmother was dancing. I stood in the living room doorway, looking at her beautiful movements, absolutely shocked. She was the pet of the dancing world. And then she’d had her accident and it was all over. I had read that in an old newspaper article.

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1.What does the underlined word “it” in the first paragraph refer to?

A．Her accident.

B．Her pet.

C．Her leg.

D．Her dancing career.

2.Which is the correct order of the following events according to the passage?

a. Grandfather lost his leg in the war.

b. Grandmother bought two engagement rings.

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A．e-f-b-a-d-c

B．f-e-a-c-b-d

C．f-b-e-a-d-c

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C．Courageous but unreliable.

D．Sensitive and dishonest.

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D．The grandfather’s brave story.

 

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