High-quality customer service is preached(宣揚(yáng)) by many ,but actually keeping customers happy is easier said than done. Shoppers seldom complain to the manager or owner of a store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen. Store managers are often the last to hear complaints, and often find out only when their regular customers decide frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss and entertains consumers,” said Paula Courtney, President of the Verde group.” the store loses the customer, but the shopper must also find a replacement.” On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be bad to bosses.
According to the research, shoppers who bought clothing met the most problems. ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots, cluttered (塞滿了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers. “Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.” Customers can also improve future shopping experiences by filling complaints to the boss, instead of complaining to the rest of the world. Bosses are hard-pressed to improve when they have no idea what is wrong.
1. Why are store managers often the last to hear complaints?
A. Most customers won’t bother to complain even if they have had unhappy experiences.
B. Customers would rather relate their unhappy experiences to people around them.
C. Few customers believe the service will be improved.
D. Customers have no easy access to store managers.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A. New customers are sure to replace old ones.
B. It is not likely the shopper can find the same products in other stores.
C. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store  B. won’t have trouble parking their cars
C. won’t have any worries about safety  D. can find their cars easily after shopping
4. What contributes most to smoothing over issues with customers?
A .Manners of the salespeople   B. Hiring of efficient employees
C. Huge supply of goods for sale   D. Design of the store layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic（外交）way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores

小題1:B
小題2:D
小題3:B
小題4:A
小題5:C
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

I will never forget what my old headmaster taught me. Normally when you are only 15          years of age you do not remember most of the things that are taught by your teachers. But this particular story is one such lesson that I will never forget. Every time I drift off course, I get reminded of this story.
It was a normal Monday morning, and he was making a speech to the students on important things in life and about devoting ourselves to what is important to us. This is how the story went:
An old man lived in a certain part of London, and he would wake up every morning and go to the subway. He would get the train right to Central London, and then sit at the street corner and beg. He would do this every single day of his life. He sat at the same street corner and begged for almost 20 years. His house was dirty, and a stench(惡臭)came out of the house and it smelled horrible. The neighbors could not stand the smell any more, so they asked the police officers to clear the place. The officers knocked down the door and cleaned the house. There were small bags of money all over the house that he had collected over the years.
The police counted the money, and they soon realized that the old man was a millionaire. They waited outside his house to tell the good news to him. When he arrived home that evening, he was met by one of the officers who told him that there was no need for him to beg any more as he was a rich man now, a millionaire. He said nothing at all; he went into his house and locked the door. The next morning he woke up as usual, went to the subway, got into the train, and sat at the street corner and continued to beg. Obviously, this old man had no great plans, dreams or anything important for his life. We learn nothing from this story other than staying focused on the things we enjoy doing.
59. The headmaster told the story to the students to__________.
A. make the students relaxed in the lesson             B. remind the students to think deeply
C. show how poor the old man was                            D. encourage the students to become rich
60. After hearing what the officer said, the old man_________.
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A . One should devote himself to his dream.            B. The old man was foolish not to stop begging.
C. What the headmaster taught was very important.
D. People must have a plan before taking action.
62. Which word can best describe the author's attitude towards the old man?
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63. We know from the passage that ___________________.
the author had a big dream at the age of 15.         
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the old man begged every day without stopping.  
D. the neighbors took great pity on the old man.
BDACC 

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解


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A. reading      B. writing     C. using     D. listening
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

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64. What is the boy Tyler's attitude towards death?
A.  optimistic.      B.  pessimistic.   C. sorrowful.              D. fearful.
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

  Young visitors to museums often complain(抱怨)about having museum feet，the
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When can we sit down? What time is it?
Studies of museum behavior show that the average visitor spends about four sec．
onds looking at one object．For young visitors，the time call be even shorter．Children
are more interested in smells，sounds，and the“feel’’of a place than looking at a work of
art．If they stay in a museum too long，they will feel tired and become impatient．
To avoid museum feet，try not to have children look at too many things in one vis-．
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minds sharp，and their feet happy.
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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解

Make a five-minute film and win !
Do you love the summer holidays but hate being bored ? Then why don’t you enter the Film Street Summer Shorts Competition by making a short film this summer with your family and friends ?
What you have to do
To enter the competition , you have to make a short film that is around 5 minutes long (It can be shorter but not longer !) on a digital camera , or mobile phone .
Awards
The best short film entered into our competition will be shown in Film Street’s Cinema and you’ll win a Cineworld Cinemas pass for yourself and three more for other members of your filmmaking crew(演職員). If you have a Cineworld Cinema pass , you can watch as many films as you like for a year, for free , at any Cineworld Cinema !
Rules
◆   We can’t show films that tell others about either your , or any other kid’s name or address
◆   We can’t show films that hurt , harm or insult (侮辱) other people .
◆   We can’t show films that have bad language .
Copyright checklist (版權(quán)清單)
Getting permission to use someone else’s work in your film can be expensive , so check your film to
make sure that :
◆   Your film is original and you haven’t copied someone else .
◆   There are no scenes of branding (商標(biāo)) on shop sights , books , magazines or CDs .
◆   There are no scenes of someone else’s artwork
Address and Date
Post your finished film on tape , CD or DVD by Monday , October 1st , 2007 to :
Film Street Summer Shorts Competition
First Light Movies
Unit 6 , Third Floor , The Bond
180-182 Fazeley Street
Birmingham    B5   5SE
So what’s stopping you ? Start making your Film Street Summer short now !
小題1:Who is the passage written for ?
A．ChildrenB．ParentsC．Teachers D．Actors
小題2:How many Cineworld Cinemas passes will the winner of the awarded in all ?
A．OneB．TwoC．ThreeD．Four
小題3: From the third paragraph we can learn that _________ .
A．the winner’s short film can be shown in any cinema
B．the competition is held by Cineworld Cinemas
C．the winner can watch films for free for one year at any Cineworld Cinema
D．the winner will be paid for his short film
小題4:The underlined word “original ” is closest in meaning to “ ____________ “ .
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C．good for childrenD．made by yourself

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解


On December 18, 1620, passengers on the British ship Mayflower came on shore at modern – day Plymouth, Massachusetts, to begin their new settlement, Plymouth Colony.
The famous Mayflower story began in 1606, when a group of reform-minded people in England built their own church, which was separate from the state – supported Church of England. Because of this, they were forced to leave the country and settle in Netherlands. After 12 years of struggling to adapt and make a hard living, the group sought financial backing from some London merchants to set up a colony in America.
On Septmeber 6,1620, one hundred and two passengers – called Pilgrims (朝圣者) by William Bradford, a passenger who would become the first governor of Plymouth Colony – crowded on the Mayflower to begin the long, hard journey to a new life in the New World. On November 11,1620, the Mayflower landed at Provincetown Harbor. Before going on shore, 41 male passengers – heads of families, single men and three male servants – signed the famous Mayflower contract, agreeing to form a government chosen by common election and to obey all laws made for the good of the colony.
Over the next month, several small leading teams were sent on shore to collect firewood and hunt for a good place to build a settlement. Around December 10, one of these groups found a harbor they liked on the western side of Cape Cod Bay. They returned to the Mayflower to tell the other passengers, but bad weather prevented then reaching the harbor until December 16. Two days later, the first group of Pilgrims went on shore. After exploring the region, the settlers chose a cleared area once controlled by members of a local Native American tribe (部落). The tribe had abandoned the village several years earlier, after an outbreak of European disease.
That winter of 1620 – 1621 was really hard, as the Pilgrims struggled to build their settlement, find food and take care of the sick. By spring, 50 of the original 102 Mayflower passengers were dead. The remaining settlers made contact with returning members of the Native American tribe and in March they signed a peace treaty (條約) with the tribe chief. In the spring time, helped by the locals, the Pilgrims were able to plant crops – especially corn and beans – that were necessary to their survival.
On April 5,1621, the Mayflower and its crew left Plymouth to return to England. Over the next several decades, more and more settlers made the voyage across the Atlantic to Plymouth, which gradually grew into a successful shipbuilding and fishing center.
1．A group of English were forced to leave their country in 1606 because          .
A．their belief was different from the official Church
B．they built their own churches in a foreign country
C．they lacked financial support from the government
D．they were ambitious to build the colony in America
2．How many days did the sea journey to Provincetown Harbor last?          .
A．103   B．96     C．66     D．35
3．Several leading teams were sent in order to        .
A．hunt for food for the passengers     B．control local Native Americans
C．build a settlement for the passengers      D．explore the region for their settlement
4．From the passage we know that         between 1620 – 1621.
A．52 Mayflower passengers died of some illnesses   
B．Pilgrims had a good relationship with the locals
C．Plymouth turned a main center for shipbuilding   
D．Pilgrims tried to plant corns and beans in winter

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：完形填空


第二節(jié)：完形填空（共20小題；每小題1.5分，滿分30分）
閱讀下面短文，掌握其大意，然后從36－55各題所給的四個(gè)選項(xiàng)（A、B、C和D）中，選出最佳選項(xiàng)，并在答題卡上將該項(xiàng)涂黑。
There was a rich foreign merchant who had 4 wives. He loved the 4th wife most and  36  her with best clothes and  37  her to delicious food.
He also loved the 3rd wife very much. He’s very proud of her and always wanted to  38  his 3rd wife to his friends.
He too, loved his 2nd wife. 39  the merchant faced some 40  , he always turned to his 2nd wife and she would always help him out.
Now, the merchant’s first wife had made great  41  to his business. However, the merchant did not love her and although she loved him deeply, he hardly took notice of her.
One day, the merchant fell ill. He knew that he was going to die  42  . He told himself, “ Now I have 4 wives with me. 43  when I die, I’ll be alone. How  44  I’ll be!”
Thus, he asked the 4th wife, “ I  45 you most. Now that I’m dying will you 46  me and keep me company?” “No way!” replied the 4th wife and she walked away without another word.
The  47  merchant then asked the 3rd wife, “ I have loved you so much for all my life. Will you follow me and keep me company?” “ 48  !” replied the 3rd wife. “ Life is so good over here! I’m going to 49  when you die!”
He then asked the 2nd  wife, “ I 50 turned to you for help. Now I need your help again. Will you follow me and keep me company?” “I’m sorry, I can’t  51  you out this time!” replied the 2nd wife.
Then a 52 pulled out, “ I’ll leave with you. I’ll follow you no matter  53  you go.” Broken-hearted, the merchant said, “ I should have taken much better  54  of you while I could have.”
Actually, we all have 4 wives in our life: our body, our possessions, our friends, and our 55  . We should take good care of our soul all our life.
36 A wore                    B bought          C dressed              D shared
37 A gave                 B treated          C provided                D sent
38 A show off         B turn off        C show out            D turn out
39 A Wherever          B However        C Whether             D Whenever
40 A requests         B exercises        C problems             D duties
41 A friends           B contributions   C differences         D attempts
42 A soon              B fast            C easily               D bitterly
43 A So                   B And                  C But                          D For
44 A lonely              B friendly             C lovely                         D lively
45 A respected              B missed               C wanted                     D loved
46 A like                      B catch             C take                         D follow
47 A sad                         B hopeless            C anxious                    D lucky
48 A Yes                  B No                    C Sure                         D OK
49 A work                B leave             C remarry                    D stay
50 A seldom          B always               C sometimes            D never
51 A advise         B demand             C suggest                     D help
52 A voice            B sound            C shout                    D laugh
53 A how                 B where            C when                    D why
54 A advantage       B pity                    C care                         D control
55 A wealth           B health            C power                         D soul

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科目：高中英語(yǔ) 來(lái)源：不詳 題型：閱讀理解


The first people who gave names to hurricanes were those who knew them best — the people of Puerto Rico. The small island of Puerto Rico is in the West Indies, off the coast of Florida. This is where all the hurricanes begin that strike the east coast of the United States. Often they pass near Puerto Rico or cross it on their way north. The people of Puerto Rico expect some of these unwelcome visitors every year. Each one is named after the Saint’s Day on which it arrives. Two of the most destructive storms were the Santo Ana in 1840 and the San Ciriaco in 1899.
Giving girls’ names to hurricanes is a fairly new idea. It all began with a story called “Storm”, written by George Stewart in 1941. In it a weatherman amused himself by naming storms after girls he knew. He named one Maria. The story describes how she Maria grew and developed, and how she changed the lives of people when she struck the United States.
Weathermen of the U.S. Army and Navy used the same system during World WarⅡ. They were studying weather conditions over the Pacific Ocean. One of their duties was to warn American ships and planes when a storm was coming. Whenever they spotted one, they gave it a girl’s name. The first one of the year was given a name beginning with [A]. The second one got a name beginning with [B]. They used all the letters from A to W, and still the storms kept coming. They had to use three lists from A to W to have enough names to go around. This was the first list of hurricane names that followed the alphabet. It served as a model for the system the Weather Bureau (局) introduced in 1942.
Before 1950 the Weather Bureau had no special system for naming hurricanes. When a hurricane was born down in the West Indies, the Weather Bureau simply collected information about it. It reported how fast the storm was moving and where it would go next. Weather reports warned people in the path of the hurricane, so that they could do whatever was necessary to protect themselves.
This system worked out fine as long as weather reports talked about only one hurricane at a time. But one week in September 1950 there were three hurricanes at the same time. The things began to get confused. Some people got the hurricanes mixed up and didn’t know which was which. This convinced the Weather Bureau that it needed a code for naming the storms in order to avoid confusion in the future.
1．Hurricanes were first named after the _________.
A. date on which they occurred                         
B. place where they began
C. amount of destruction they did                     
D. particular feature they have
2．The practice of giving girls’ names to hurricanes was started by _________.
A. a radio operator        B. an author                  C. a sailor                     D. local people
3．The purpose for which weathermen of the army and navy began using girls’ names for hurricanes was _________.
A. to keep information from the enemy
B. to follow the standard method of the United States
C. not given in the article
D. to remember a certain girl
4．The Weather Bureau began naming hurricanes because it would help them _________.
A. collect information more rapidly                  
B. warn people more efficiently
C. make use of military (軍事的) records          
D. remember them

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