高考英语 阅读理解基础精品练习题（16）.doc

2014高考英语阅读理解基础精品练习题（16）及答案 (201*浙江卷，c)in the more and more competitive service industry, it is no longer enough to promise customer satisfaction. today, customer “delight” is what commpaines 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. interestingly, 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 calls centers and the internet.for example，many companies now have to invest (投资)a lot of money in information technology and staff training in order to cope with the “phone_rage”caused by delays in answering call，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 trust themthe 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.本文阐述了顾客的满意度对企业发展的重要作用。11we can learn from paragraph 2 that _.acomplaining customers are hard to satisfybunsatisfied customers receive better servicecsatisfied customers catch more attentiondwelltreated customers promote business答案：d。推理判断题。a抱怨中的顾客难以令其满意；b不满意的顾客得到更好的服务；c满意的顾客得到更多的注意；d良好的对待顾客促进企业的发展。根据信息句“it is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business”可以看出d项正确。12the writer mentions“phone rage”(paragraph 3)to show that_.acustomers often use phones to express their anger bpeople still prefer to buy goods onlineccustomer care becomes more demandingdcustomers rely on their phones to obtain services答案：c。细节理解题。a顾客常常用电话表达自己的愤怒；b人们依然偏爱网上购物；c客户关注更加成为人们的关注；d顾客靠电话得到服务。根据本段首句“new challenges for customer care have come when people can obtain goods and services through telephone call centers and the internet”可知c项正确。13what does the writer recommend to create customer delight?acalling customers regularly.bgiving a “thank you” note.cdelivering a quicker service.dpromising more gifts.答案：c。细节理解题。a定期给顾客打电话；b给“感谢”便条；c给予快捷服务；d许诺更多的礼物。根据文中信息“saying that a repair will be carried out within five hours ，but getting it done within two”和“replacing a faulty product immediately”可知c项正确，其他三项曲解了文意。14if 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。词义猜测题。a我知道你准是很难过；b我很感激你的理解；c很抱歉，耽误您了；d我知道，这是我们的错。根据其后信息句“for example，i know how you must feel”可知a项正确。15customer delight is important for airlines because _.atheir telephone style remains unchangedbthey are more likely to meet with complaints cthe services cost them a lot of moneydthe policies can be applied to their staff答案：b。推理判断题。a他们的电话样式没变；b他们很有可能遇到投诉；c这些服务花费了他们很多钱；d这些政策可以应用到职员身上。根据文中信息“.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”推理可知，航空公司很有可能因为恶劣天气、行李主人不明以及技术等问题导致耽误顾客，以及被投诉，此时使顾客满意是很重要的市场手段。16which 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。事实理解题。a面对面的服务创造顾客中舒适的感觉；b承诺更多的公司自然吸引更多的顾客；c在激烈的市场竞争中，公司应该少承诺，多做实事；d顾客满意度对于航空公司来说比银行更重要。通读全文不难排除a、b、d三项，根据最后一段可知c项正确。 （安徽省安庆一中三模）friendship is one of the basic bonds between human beings. while the characteristics of friendship might vary from one country to another, people from all cultures not only enjoy friends but need them.many studies have shown that teenagers who have no friends often suffer from psychological disorders. it has been shown that teenagers, perhaps more than any other age group, need companionship and a sense of belonging. the negative consequences of loneliness have also been observed among the elderly. the death of a spouse often leaves a widow or a widower totally bereft. if, however, they are surrounded by friends and relatives and if they are able to express their feelings, they are more likely to recover from their grief。“no man is an island.” in other words, we are all parts of society. we all need the love, admiration, respect and moral support of other people. if we are fortunate, our friends will provide us with all of these necessary aspects of life. as most people observe, there are many levels of friendship. the degree or intensity of friendship varies depending on the personality of the individuals involved and the context of the relationships. outgoing persons enjoy being surrounded by many people whereas shy persons are perhaps content with fewer but more intense friendships。everyone is not equally open with all their friends. the degree of closeness is determined by many factors. close friends can be formed at any stage in ones life but they are usually very rare. not very many people have more than a few really close friends. irrespective of the level of closeness, all friendships are based on reciprocity（互惠）, honesty and a certain amount of love and affection。72 “no man is an island”(line 1, para. 3) implies that _。a. everyone is a part of an island b. man cannot be an islandc. everyone is just a part of society d. society is an island73. the degree of closeness of friendship mainly depends on_。a. ageb. belongingc. personality d. culture74. the author thinks that close friends_。a. can be easily formed when one is youngb. cannot be long-lastingc. are not rare for everyoned. are rare for most people75 .the word “irrespective”(last sentence, para. 5) means_。a not respecting b. dishonoringc. regardless. d. considering2、参考答案-ccdc3、（河北省正定中学三模）daredevil climber alain robert, known as the french spiderman, stood strong winds and rain to climb the worlds tallest skyscraper, taipei 101, saturdayrobert, dressed in red rain jacket, tights and climbing shoes, climbed up ropes hung down the side of the 101 storey, 1,667-foot office tower, reaching the top in around four hoursit was a very big moment and i felt a lot of satisfaction though i was so tired and nearly all of my muscles were painfuli felt completely eased said robert after taking the ride down in one of the towers lifts, the worlds fastest several hundred on-lookers and shoppers gathered at the base of the tower watching and cheering roberts progress through live pictures on a large television screenat times he disappeared from view as clouds passed by the top of the tower surrounding the upper stories the 42-year-old frenchman has covered scores of well-known structures around the world including the empire state building and the eiffel towerwithout permission or any safety equipment or ropes this time robert was wearing a harness (背带) fastened to safety ropes for the entire climbhe used the ropes to pull himself up most of the way, using his hands and feet to climb up the walls for only short sectionshe said that the management had requested he wear the ropes and safety equipment, which had also become necessary due to the rain making the windows and frames very slipperyrobert said he would not carry his pity the next time57the text mainly tells us that _ aanother world record was broken by a frenchman bthe french spiderman climbed the worlds tallest building chow alain robert got the name daredevil dalain robert was praised for his great success58during his climbing up taipei 101, alain robert _ anever felt tired all the time bnever used his hands and feet cstayed somewhere for a short rest dwas not seen on the television screen now and then59when alain robert climbed the empire state building, he was likely to _ ause only his hands and feet bbe 42 years old ccarry some safety equipment dget permission of someone60according to the text, we can infer that alain robert _aspent three hours climbing taipei 101 bchose a rainy day on purposecwill climb taipei 101 a second time dgot lots of help from on-lookers3、参考答案-bdac4、（河南省开封市三模）disposing (处理) of waste has been a problem since humans started producing it. as more and more people choose to live close together in cities, the waste disposal problem becomes increasingly difficult. during the eighteenth century, it was usual for several neighboring towns to get together to select a faraway spot as a dump site. residents or trash haulers (垃圾拖运者) would transport household rubbish, rotted wood, and old possessions to the site. periodically some of the trash was burned and the rest was buried. the unpleasant sights and smells caused no problem because nobody lived close by. factories, mills, and other industrial sites also had waste to be disposed of. those located on rivers often just dumped the unwanted remains into the water. others built huge burners with chimneys to deal with the problem. several facts make these choices unacceptable to modern society. the first problem is space. dumps, which are now called landfills, are most needed in heavily populated areas. such areas rarely have empty land suitable for this purpose. property is either too expensive or too close to residential neighborhoods. long distance trash hauling has been a common practice, but once farm areas are refusing to accept rubbish from elsewhere, cheap land within trucking distance of major city areas is nonexistent. awareness (意识) of pollution dangers has resulted in more strict rules of waste disposal. pollution of rivers, ground water, land and air is a price people cannot longer pay to get rid of waste. the amount of waste, however, continues to grow. recycling efforts have become common place, and many towns require their people to take part. even the most efficient recycling programs, however, can hope to deal with only about 50 percent of a citys reusable waste.64. the most suitable title for this passage would be .a. places for disposing waste b. waste pollution dangersc. ways of getting rid of waste d. waste disposal problem65. during the 18th century, people disposed their waste in many ways except for .a. burying it b. recycling it c. burning it d. throwing it into rivers66. what can be inferred from the third paragraph?a. farm areas will continue accepting waste from the city in modern society.b. there is cheap land to bury waste in modern society.c. it is difficult to find space to bury waste in modern society.d. ways to deal with waste in modern society stay the same.67. the main purpose of writing this article is to .a. draw peoples attention to waste managementb. warn people of the pollution dangers we are facingc. call on people to take part in recycling programsd. tell people a better way to get rid of the waste4、参考答案-d b c a d(2011全国卷，e)“i didnt hear them call my name，” explained shelley hennig to active teens (at) as she talked about that exciting moment on national television when she won the honor of miss teen usa 2004. “are you ready？”is what she heard.then she said，“i shook my head no，and then they said yesand it was announced again.”it was four days after that life changing moment for the seventeenyearold high school student from destrehan, louisianashe was still on_cloud_nine.“i was so shocked! i never believed that it could actually really happen. ”present in the audience (观众) that day were: her mother and father, older brother, her friends, and her dance teacher.understanding why members of her family and her friends would be there，at asked why her dance teacher had traveled so far to see her compete (比赛). “shes always been my role model. ive danced with her since i was six. shes been through so many difficulties and came through them all. ive learned to get over bad lifes experiences and learned how to move on because of her.”one of those bad lifes experiences for shelley happened three years ago when her brother brad was killed in a drunk driving accident. he was 18. she found writing helped her get through the rough days. she said, “i write a lot about my brother. i write a lot, a lot，a lot.” as miss louisiana teen, she traveled around the state speaking to