高考英语一轮复习 语篇微写作强化系列Test18精选导学案 北师大版.doc

2014届高考英语一轮复习 语篇微写作强化系列test18精选导学案 北师大版.阅读理解ain the more and more competitive service industry，it is no longer enough to promise customer satisfaction.today，customer “delight” is what companies are trying to achieve in order to keep and increase market share.it is accepted in the marketing industry，and confirmed by a number of researches，that customers receiving good service will promote business by telling up to 12 other people：those treated badly will tell their tales of woe to up to 20 people,80 percent of people who feel their complaints are handled fairly will stay loyal.new challenges for customer care have come when people can obtain goods and services through telephone call centers and the internet.for example，many companies now have to invest a lot of money in information technology and staff training in order to cope with the “phone rage”caused by delays in answering calls，being cut off in midconversation or left waiting for long periods.“many people do not like talking to machines，” says dr.storey senior lecturer in marketing at city university business school.“banks，for example，encourage staff at call centers to use customer data to establish instant and good relationship with them.the aim is to make the customer feel they know you and that you can trustthe sort of comfortable feelings people have during facetoface chats with their local branch manager.”recommended ways of creating customer delight include：underpromising and overdelivering (saying that a repair will be carried out within five hours，but getting it done within two ); replacing a faulty product immediately；throwing in a gift voucher(购物礼券)as an unexpected “thank you” to regular customers; and always returning calls，even when they are complaints.aiming for customer delight is all very well，but if services do not reach the high level promised，disappointment or worse will be the result.this can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example，“i know how you must feel”)，and possible solutions (replacement，compensation or whatever fairness suggests best meets the case)airlines face some of the toughest challenges over customer care.fierce competition has convinced them that delighting passengers is an important marketing tool，while there is great potential for customer anger over delays caused by weather，unclaimed luggage and technical problems.for british airways staff，a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times.they are trained to answer quickly，with their name，job title and a “we are here to help” attitude.the company has invested heavily in information technology to make sure that information is available instantly on screen.british airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service. customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”on the other hand，the more customers are promised，the greater the risk of disappointment.1we can learn from paragraph 2 that _.acomplaining customers are hard to satisfybunsatisfied customers receive better servicecsatisfied customers catch more attention dwelltreated customers promote business答案d解析根据“80 percent of people who feel their complaints are handled fairly will stay loyal”可知，如果能很好地解决顾客的投诉，会提升购物信心。2the writer mentions “phone rage”(paragraph 3) to show that _.acustomers often use phones to express their angerbpeople still prefer to buy goods onlineccustomer care becomes more demandingdcustomers rely on their phones to obtain services答案a解析phone rage指的是顾客用电话方式投诉，表达不满和怒气。3if a manager should show his empathy (paragraph 6)，what would he probably say?a“i know how upset you must be.”b“i appreciate your understanding.”c“im sorry for the delay.”d“i know its our fault.”答案a解析根据“usual standards with empathy (for example，“i know how you must feel”)”可知，此处表达同情的话应是：“i know how upset you must be.”。4customer delight is important for airlines because _.atheir telephone style remains unchanged bthey are more likely to meet with complaintscthe services cost them a lot of moneydthe policies can be applied to their staff答案b解析根据“airlines face some of the toughest challenges over customer care.”可知，航空公司面临的压力最大，问题最多。 5which of the following is conveyed in this article?afacetoface service creates comfortable feelings among customers.bcompanies that promise more will naturally attract more customers.ca company should promise less but do more in a competitive market.dcustomer delight is more important for airlines than for banks.答案c解析根据“on the other hand，the more customers are promised，the greater the risk of disappointment.”可知，不应承诺给顾客太多。承诺越多，顾客失望的风险越多。beverybody has had at least one experience from which he knows the meaning of life.this time，which took place several years ago，but seems as if it just happened.on an afternoon several years ago，my brotherinlaw opened the bottom drawer of my sisters dress and picked out a beautiful skirt.“jan bought this the first time we went to new york，at least 8 or 9 years ago.she never wore it.she was saving it for a special occasion.” he said.i guess this was the occasion：it was the funeral(葬礼) of my sister，after her unexpected death.he took the skirt and put it on bed，with the other clothes we were taking to the funeral.then he closed the drawer and turned to me，“dont ever save anything for a special occasion.every day youre alive is a special occasion.”im thinking about his words，and theyve changed the way i live my life.im spending more time with my family and friends and less time in committee meetings.whenever possible，life should be a kind of experience to enjoy，not to suffer.“someday” and “one of these days” are losing their importance on my vocabulary.if its worth seeing or hearing or doing，i want to see and hear and do it now.ever since that day，i have been trying very hard not to put off，hold back or save anything that would add laughter and color to our lives.every morning when i open my eyes，i tell myself that every day，every minute，every breath，truly is a gift.so cherish every day and find the true meaning of your life.6why did jan buy the beautiful skirt but didnt wear it?ashe waited for a special occasion to wear it on.bshe wanted to keep it for someone else.cshe saved it till she grew up.dshe would give it to herself as a gift some day.答案a解析根据第二段“she never wore it.she was saving it for a special occasion.”可知，她等待特殊的场合才舍得穿。7what does the underlined word “cherish” mean?atreasure. bwaste.cown. dsave.答案a解析根据上句“every morning when i open my eyes，i tell myself that every day，every minute，every breath，truly is a gift.”和整个文章的大意，可猜测cherish的意思为“珍惜”。8from his experience，the author learns that _.aeverybody can have a happy life through effortsbevery day in our lives is worth cherishingcenjoying ourselves is the most important thing in our livesdeverybody will have some things left to do after his death答案b解析根据最后一段“so cherish every day and find the true meaning of your life.”可推出b项正确。9what does the author write this passage for?ato show how to make good use of every day in life.bto explain the true meaning of his brotherinlaws words.cto tell people to cherish every day and find the meaning of life.dto encourage people to waste time and enjoy themselves in life.答案c解析根据文章的篇章结构，从生活中的一件事引发的对人生的理解，是对整个文章的主旨大意的理解，最后一段和第一段首尾呼应，应选c项。10whats the best title for this passage?aevery day is a giftbmy sister jancwhat is the meaningful life likedthe most important time in your life答案a解析根据文章脉络，主题明显突出，就是对人生意义的认识，要珍惜每一天。.微写作写作素材1这些让我想起了我妈妈，她一直在尽力让我拥有最好的。2我总是认为学习好、工作好是我唯一的报答方式。3这幅图让我坚信了一点：做一个好孩子要比做一个好学生更重要。(素材来源于2011江苏书面表达)提示：尽量使用高级表达：定语从句；宾语从句；现在完成进行时；以及it作形式主语等。连句成篇(将以上句子连成一篇50词左右的英语短文)all this reminds me of my mother who has been doing whatever she could to let me have the best.and i have been thinking that studying well and working well is all that i can do in return.but now the picture convinces me it is more important to be a good child than a good student.1competitive adj.竞争的compete v竞争competition n竞争compete with/against和竞争compete for争夺compete in参加的竞争in competition with与竞争2complaint n抱怨complain v抱怨complain ab