2023年12月四级真题及满分答案(A卷)

PartIWriting(30minutes)注意：此局部试题在答题卡1上。怎样改善学生的心理健康1.学生心理健康的重要性2.学校应该怎样做3.学生自己应该怎样做【范文】Howtoimprovepsychologicalhealth?Asisknowntoall,psychologicalhealthisasimportantas,ifnotmoreimportantthan,physicalhealthforastudentduringhis/hergrowth.However,it'squiteworryingthatnowadayssomestudentsarenotquitepsychologicallyhealthy.Undoubtedly,schoolsanduniversitiesshouldtakegreataccountintheresponsibilitiesofstudents'psychologicalhealth.Relevantcoursesandactivitiesshouldbeintroducedtostudentssothattheywouldbemoreawareofthesignificanceofpsychologicalhealthandfindappropriatewaystomaintainandimproveit.Forexample,thereshouldbeapsychologicalcounselinghotlineorofficeforstudentstoturntowhentheyneedsomepsychologicalaid.Ofcoursenopsychologicalhealthcanbeobtainedwithouttheeffortsfromthestudentsthemselves.Frommyperspective,whattheycandoistryingtostaypositive,optimisticandfollowtherightguidelinesfromtheirschools.Tobemorespecific,theycanparticipateinsomeactivitiessuchasvoluntaryworktocultivateanopeningandcaringmind.Meanwhile,harmfulimpactsfromthecyberspaceshoulddefinitelybeavoided.PartIIReadingComprehension(SkimmingandScanning)(15minutes)Directions:Inthispart,youwillhave15minutestogooverthepassagequicklyandanswerthequestionsonAnswerSheet1.Forquestions1-7,choosethebestanswerfromthefourchoicesmarkedA),B),C)andD).Forquestions8-10,completethesentenceswiththeinformationgiveninthepassage.That’senough,kidsItwasalovelydayattheparkandStellaBianchiwasenjoyingthesunshinewithhertwochildrenwhenayoungboy,agedaboutfour,approachedhertwo-year-oldsonandpushedhimtotheground.“I’dwatchedhimforalittlewhileandmysonwasthefourthorfifthchildhe’dshoved,〞shesays.〞Iwentovertothem,pickedupmyson,turnedtotheboyandsaid,firmly,’No,wedon’tpush,〞Whathappenednextwasunexpected.“Theboy’smotherrantowardmefromacrossthepark,〞Stellasays,〞Ithoughtshewascomingovertoapologize,butinsteadshestartedshoutingatmefordiscipliningherchild,AllIdidwaslethimknowhisbehaviorwasunacceptable.WasIsupposedtositbackwhileherkiddidwhateverhewanted,hurtingotherchildrenintheprocess?〞Gettingyourownchildrentoplayniceisdifficultenough.Dealingwithotherpeople’schildrenhasbecomeaminefield.Inmyhouse,jumpingonthesofaisnotallowed.Inmysister’shouseit’sencouraged.Forher,it’saboutkidsbeingkids:〞Ifyoucan’tdoitatthree,whencanyoudoit?〞Eachofthesephilosophiesisvalidand,ithastobesaid,mysonlovesvisitinghisaunt’shouse.ButIfindmyselfsaying“no〞alotwhenherkidsareoveratmine.That’sOKbetweensistersbutbecomesdangerousterritorywhenyou’retalkingtothechildrenoffriendsoracquaintances.“Kidsaren’tallraisedthesame,〞agreesProfessorNaomiWhiteofMonashUniversity.〞Butthereisstillanideathatthey’rethepropertyoftheparent.Weseeourchildrenasanextensionofourselves,soifyou’resayingthatmychildisbehavinginappropriately,thenthat’ssomehowacriticismofme.〞Inthosecircumstances,it’sdifficulttoknowwhethertoapproachthechilddirectlyortheparentfirst.Therearetwoschoolsofthought.“I’dgotothechildfirst,〞saysAndrewFuller,authorofTrickyKids.Usuallyaquietreminderthat’wedon’tdothathere’isenough.Kidsnavefinelytunedantennae(直觉)forhowtobehaveindifferentsettings.〞Hepointsoutbringingitupwiththeparentfirstmaymakethemfeelneglectful,whichcouldcauseproblems.Ofcourse,approachingthechildfirstcanbringitsownheadaches,too.ThisiswhyWhiterecommendsthatyouapproachtheparentsfirst.Raiseyourconcernswiththeparentsifthey’rethereandaskthemtodealwithit,〞shesays.Askedhowtoapproachaparentinthissituation,psychologistMeredithFulleranswers:〞Explainyourneedsaswellasstressingtheimportanceofthefriendship.Prefaceyourremarkswithsomethinglike:’Iknowyou’llthinkI’msillybutinmyhouseIdon’twant…’〞Whenitcomestosituationswhereyou’recaringforanotherchild,whiteisstraightforward:“commonsensemustprevail.Ifthingsdon’tgowell,thenhaveachat.〞There’reacoupleofnewgreyareas.Physicalpunishment,onceacceptedfromanyadult,isnolongerappropriate.“Anewsetofconsiderationshascometotheforeaspartofthedebateabouthowwehandlechildren.〞ForAndrewFuller,thechild-centricnatureofoursocietyhasaffectedeveryone:〞Therulesaredifferentnowfromwhentoday’sparentsweregrowingup,〞hesays,“Adultsarescaredofsaying:’don’tswear’,oraskingachildtostanduponabus.They’reworriedthattherewillbeconflictiftheypointthesethingsout–eitherfromolderchildren,ortheirparents.〞Heseesitasalossofthesenseofcommonpublicgoodandpubliccourtesy(礼貌),andsaysthatadultssufferformitasmuchaschild.MeredithFulleragrees:“Acodeofconductishardtocreatewhenyou’relivinginaworldinwhicheveryoneisexhaustedfromoverworkandlackofsleep,andaworldinwhichnicepeopleareperceivedtofinishlast.〞“it’saboutwhatI’mdoingandwhatIneed,〞AndrewFullersays.〞thedayswhenakidcamehomefromschoolandsaid,“Igotintotrouble〞.Anddadsaid,‘youprobablydeservedit’.Areover.Nowtheparentsarecharginguptotheschooltohaveagoatteachers.〞Thisjumpingtoourchildren’sdefenseispartofwhatfuelsthe“walkingoneggshells〞feelingthatsurroundsourdealingswithotherpeople’schildren.Youknowthatifyouremonstrate(劝诫)withthechild,you’regoingtohavetodealwiththeparent.it’sadmirabletobeprotectiveofourkids,butisitgood?“Childrenhavetolearntonegotiatetheworldontheirown,withinreasonableboundaries,〞Whitesays.“Isuspectthatit’sonlycertainsectorsofthepopulationdoingtherunningtotheschool–better–educatedparentsareprobablymorelikelytobetooinvolved.〞Whitebelievesournotionsofamorechild-centred,it’sawayoftalkingabouttreatingourchildrenlikecommodities(商品).We’recentredonthembutinwaysthatreflectpositivelyonus.Wetreatthemasobjectswhoseappearanceandachievementsaresomethingwecanbeproudof,ratherthanservethebestinterestsofthechildren.〞Onewayover-worked,under-resourcedparentsshowcommitmenttotheirchildrenistoleaptotheirdefence.Backatthepark,Bianchi’sintervention(干预)onherson’sbehalfendedinanundignifiedexchangeofinsultingwordswiththeotherboy’smother.AsBianchiapproachedtheparkbenchwhereshe’dbeensitting,othermumscameuptoherandcongratulatedherontakingastand.“Apparentlytheboyhadalongstandingreputationforbadbehaviourandhismumforevenworsebehaviourifhewaschallenged.〞AndrewFullerdoesn’tbelievethatweshouldbeafraidofdealingwithotherpeople’skids.“lookatkidsthataren’tyourownasapotentialminefield,〞hesays.Herecommendsthatwedon’tstaysilentoverinappropriatebehaviour,particularlywithregularvisitors.注意：此局部试题请在答题卡1上作答。1.WhatdidStellaBianchiexpecttheyoungboy’smothertodowhenshetalkedtohim?A)makeanapologyB)comeovertointerveneC)disciplineherownboyD)takeherownboyaway2.Whatdoestheauthorsayaboutdealingwithotherpeople’schildren?A)it’simportantnottohurttheminanywayB)it’snousetryingtostoptheirwrongdoingC)it’sadvisabletotreatthemasone’sownkidsD)it’spossibleforonetogetintolotsoftrouble3.AccordingtoprofessorNaomiwhiteofMonashuniversity,whenone’skidsarecriticized,theirparentswillprobablyfeelA)discouragedB)hurtC)puzzledD)overwhelmed4.Whatshouldonedowhenseeingotherpeople’skidsmisbehaveaccordingtoAndrewfuller?A)talktothemdirectlyinamildwayB)complaintotheirparentspolitelyC)simplyleavethemaloneD)punishthemlightly5.Duetothechild-centricnatureofoursociety,A)parentsareworriedwhentheirkidsswearatthemB)peoplethinkitimpropertocriticizekidsinpublicC)peoplearereluctanttopointourkids’wrongdoingsD)manyconflictsarisebetweenparentsandtheirkids6.Inaworldwhereeveryoneisexhaustedfromoverworkandlackofsleep,.A)it’seasyforpeopletobecomeimpatientB)it’sdifficulttocreateacodeofconductC)it’simportanttobefriendlytoeverybodyD)it’shardforpeopletoadmireeachother7.Howdidpeopleusetorespondwhentheirkidsgotintotroubleatschool?A)they’dquestiontheteachersB)they’dchargeuptotheschoolC)they’dtellthekidstoclamdownD)They’dputtheblameontheirkids8.Professorwhitebelievesthatthenotionsofamorechild-centredsocietyshouldbechallenged.9.Accordingtoprofessorwhite,today’sparentstreattheirchildrenassomethingtheycanbeproudof.10.Andrewfullersuggeststhat,whenkidsbehaveinappropriately,peopleshouldnotstaysilent.PartIIIListeningComprehensionSectionADirections:Inthissection,youwillhear8shortconversationsand2longconversations.Attheendofeachconversation,oneormorequestionswillbeaskedaboutwhatwassaid.Boththeconversationandthequestionswillbespokenonlyonce.Aftereachquestiontherewillbeapause.Duringthepause,youmustreadthefourchoicesmarkedA),B),C)andD),anddecidewhichisthebestanswer.ThenmarkthecorrespondingletteronAnswerSheet2withasinglelinethroughthecentre.注意：此局部试题请在答题卡2上作答。11.A)Onlytruefriendshipcanlastlong.B)Letterwritingisgoingoutofstyle.C)Shekeepsinregulartouchwithherclassmates.D)Shehaslostcontactwithmostofheroldfriends.12.A)Apainter.C)Aporter.B)Amechanic.D)Acarpenter.13.A)Lookforaplacenearheroffice.C)Makeinquirieselsewhere.B)Findanewjobdownthestreet.D)Rentthe$600apartment.14.A)Hepreferstowearjeanswithalargerwaist.B)Hehasbeenextremelybusyrecently.C)Hehasgainedsomeweightlately.D)HeenjoyedgoingshoppingwithJaneyesterday.15.A)Thewomanpossessesanaturalforart.B)Womenhaveabetterartistictastethanmen.C)Heisn’tgoodatabstractthinking.D)Hedoesn’tlikeabstractpaintings.16.A)Shecouldn’thavelefthernotebookinthelibrary.B)shemayhaveputhernotebookamidthejournals.C)sheshouldhavemadecarefulnoteswhiledoingreading.D)sheshouldn’thavereadhisnoteswithouthisknowingit.17.A)shewantstogetsomesleepC)shehasaliteratureclasstoattendB)sheneedstimetowriteapaperD)sheistroubledbyhersleepproblem18.A)Heisconfidenthewillgetthejob.B)Hischanceofgettingthejobisslim.C)Itisn’teasytofindaqualifiedsalesmanager.D)Theinterviewdidn’tgoaswellasheexpected.Questions19to21arebasedontheconversationyouhavejustheard.19.A)Hecanmanagehistimemoreflexibly.B)Hecanrenewcontactwithhisoldfriends.C)Hecanconcentrateonhisownprojects.D)Hecanlearntodoadministrativework.20.A)Readingitsadsinthenewspapers.B)Callingitspersonneldepartment.C)Contactingitsmanager.D)Searchingitswebsite.21.A)Tocutdownitsproductionexpenses.B)Tosolvetheproblemofstaffshortage.C)Toimproveitsadministrativeefficiency.D)Toutilizeitsretiredemployees’resources.Questions22to25arebasedontheconversationyouhavejustheard.22.A)Buyatractor.B)Fixahouse.C)Seeapieceofproperty.D)Singabusinesscontract.23.A)Itisonlyfortymilesformwheretheylive.B)Itisasmallonewithatwo-bedroomhouse.C)Itwasalargegardenwithfreshvegetables.D)Ithasalargegardenwithfreshvegetables.24.A)Growingpotatoeswillinvolvelesslabor.B)Itssoilmaynotbeverysuitableforcorn.C)Itmaynotbebigenoughforraisingcorn.D)Raisingpotatoeswillbemoreprofitable.25A)FinancesB)EquipmentC)LaborD)ProfitsSectionBDirections:Inthissection,youwillhear3shortpassages.Attheendofeachpassage,youwillhearsomequestions.Boththepassageandthequestionswillbespokenonlyonce.Afteryouhearaquestion,youmustchoosethebestanswerfromthefourchoicesmarkedA),B),C)andD).ThenmarkthecorrespondingletteronAnswerSheet2withasinglelinethroughthecentre.PassageOne26A)Tointroducethechiefofthecity’spoliceforceB)TocommentonatalkbyadistinguishedguestC)ToaddresstheissueofcommunitysecurityD)Toexplainthefunctionsofthecitycouncil27A)HehasdistinguishedhimselfincitymanagementB)HeisheadoftheInternationalPoliceForceC)HecompletedhishighereducationabroadD)Heholdsamaster’sdegreeincriminology28A)TocoordinateworkamongpolicedepartmentsB)TogetpoliceofficersclosertothelocalpeopleC)TohelptheresidentsintimesofemergencyD)Toenablethepolicetotakepromptaction29A)PopularB)discouragingC)effectiveD)controversialPassageTwo30A)peoplediffergreatlyintheirabilitytocommunicateB)therearenumerouslanguagesinexistenceC)MostpubliclanguagesareinherentlyvagueD)Biggapsexistbetweenprivateandpubliclanguages31A)itisasignofhumanintelligenceB)inimproveswithconstantpracticeC)itissomethingwearebornwithD)itvariesfrompersontoperson32A)howprivatelanguagesaredevelopedB)howdifferentlanguagesarerelatedC)howpeoplecreatetheirlanguagesD)howchildrenlearntouselanguagePassageThree33A)shewasatailorB)shewasanengineerC)shewasaneducatorD)shewasapublicspeaker34.A)Basingthemonscience-fictionmovies.B)IncludinginterestingexamplesinthemC)AdjustingthemtodifferentaudiencesD)Focusingonthelatestprogressinspacescience35.A)WhetherspacemencarryweaponsB)HowspacesuitsprotectspacemenC)HowNASAtrainsitsspacemenD)WhatspacemencatanddrinkSectionCDirections:Inthissection.youwillhearapassagethreetime.Whenthepassageisreadforfirsttime,youshouldlistencarefullyforitsgeneralidea.whenthepassageisreadforthefirsttime,youarerequiredtofillintheblanksnumberedfrom36to43withtheexactwordsyouhavejustheard.Fortheseblanks,youcaneitherusetheexactwordsyouhavejustheardorwritedownthemainpointsinyourownwordsFinally,whenthepassageisreadforthethirdtime,youshouldcheckwhatyouhavewritten.注意：此局部试题请在答题卡2上作答。Crimeisincreasingworldwide.Thereiseveryreasontobelievethe(36)____willcontinuethroughthenextfewdecades.Crimerateshavealwaysbeenhighinmulticultural,industrializedsocietiessuchastheUnitedStates,butanew(37)____hasappearedontheworld(38)____rapidlyrisingcrimeratesinnationsthatpreviouslyreportedfew(39)____.Streetcrimessuchasrobbery,rape(40)___andautotheftareclearlyrising(41)___ineasternEuropeancountriessuchasHungaryandinwesternEuropeannationssuchastheunitedKingdom.Whatisdrivingthiscrime(42)____?Therearenosimpleanswers.Still，therearecertainconditions(43)_______withrisingcrimeincreasingheterogeneity(混杂)ofpopulations,greaterculturalpluralism,higherimmigration,democratizationofgovernment,(44)___________________________________________________________________________________Theseconditionsareincreasinglyobservablearoundtheworld.Forinstance,culturesthatwerepreviouslyisolatedandhomogeneous(同种类的),suchasJapan,DenmarkandGreece(45)________________________________________________________________________Multiculturalismcanbearewarding,enrichingexperience,butitcanalsoleadtoaclashofvalues.Heterogeneityinsocietieswillbetheruleinthetwenty-firstcentury,and(46)_______________________________________________36trend37phenomenon38scene39offences40murder41particularly42explosion43associated44changingnationalborders,greatereconomicgrowthandthelackofacceptedsocialideasofrightandwrong.45arenowfacingthesortofculturalvarietythathasbeencommoninAmericaformostofitshistory.46failuretorecognizeandplanforsuchdiversitycanleadtoseriouscrimeproblems.PartIVReadingComprehension(Readingindepth)SectionAQuestion47-56Abooklesslifeisanincompletelife.Booksinfluencethedepthandbreadthoflife.Theymeetthenatural______47_F_____forfreedom,forexpression,forcreativityandbeautyoflife.Learners,therefore,musthavebooks,andtherighttypeofbook,forthesatisfactionoftheirneed.Readersturn______48_K____tobooksbecausetheircuriosityconcerningallmannersofthings,theireagernesstoshareintheexperiencesofothersandtheirneedto____49H_____fromtheirownlimitedenvironmentleadthemtofindinbooksfoodforthemindandthespirit.Throughtheirreadingtheyfindadeepersignificancetolifeasbooksacquaintthemwithlifeintheworldasitwasanditisnow.Theyarepresentedwitha__50G_____ofhumanexperiencesandcometo___51N____otherwaysofthoughtandliving.Andwhile____52I____theirownrelationshipsandresponsestolife,thereadersoftenfindthatthe___53B__intheirstoriesaregoingthroughsimilaradjustments,whichhelptoclarifyandgivesignificancetotheirown.Booksprovide___54A_____materialforreaders’imaginationtogrow.Imaginationisavaluablequalityandamotivatingpower,andstimulatesachievement.Whileenrichingtheirimagination,books__55O____theiroutlook,developafact-findingattitudeandtrainthemtouseleisure___56M___.Thesocialandeducationalsignificanceofthereaders’bookscannotbeoverestimatedinanacademiclibrary.A.AbundantB.CharactersC.CommunicatingD.CompletelyE.DeriveF.DesireG.DiversityH.EscapeI.EstablishingJ.NarrowK.NaturallyL.PersonnelM.ProperlyN.RespectO.WidenSectionBDirectionsThereare2passagesinthissection,eachpassageisfollowedbysomequestionorunfinishedstatements.ForeachofthemtherearefourchoicesmarkedABCD.YoushoulddecideonthebestchoiceandmarkthecorrespondingletteronAnswersheet2withasinglelinethroughthecentre.PassageoneQuestion57to61basedonthefollowingpassage.Ifyouareamaleandyouarereadingthis,congratulations:youareasurvivor.Accordingtostatistics.youaremorethantwiceaslikelytodieofskincancerthanawoman,andninetimesmorelikelytodieofAIDS.Assumingyoumakeittotheendofyournaturalterm,about78yearsformeninAustralia,youwilldieonaveragefiveyearsbeforeawoman.Therearemanyreasonsforthis-typically,mentakemorerisksthanwomanandaremorelikelytodrinkandsmokebutperhapsmoreimportantly,mendon’tgotothedoctor.“Menaren’tseeingdoctorsasoftenastheyshould,〞saysDr.Gullotta,“Thisisparticularlysofortheover-40s,whendiseasestendtostrike.〞Gullottasaysahealthymanshouldvisitthedoctoreveryyearortwo.Forthoseover45,itshouldbeatleastonceayear.TwomonthsagoGullottasawa50-year-oldmawhohaddelayeddoinganythingabouthissmoker’scoughforayear.“WhenIfinallysawhimithadalreadyspreadandhehassincediedfromlungcancer〞hesays,“Earlierdetectionandtreatmentmaynothavecuredhim,butitwouldhaveprolongedthislife〞Accordingtoarecentsurvey,95%ofwomenagedbetween15andearly40sseeadoctoronceayear,comparedto70%ofmeninthesameagegroup.“Alotofmenthinktheyareinvincible(不可战胜的)〞Gullottasays“Theyonlycomeinwhenafrienddropsdeadonthegolfcourseandtheythink〞Geez,ifitcouldhappentohim.Thenthereistheostrichapproach,〞somemenarescaredofwhatmightbethereandwouldrathernotknow,〞saysDr.RossCartmill.“Mostmengettheircarsservicedmoreregularlythantheyservicetheirbodies,〞Cartmillsays.Hebelievesmostdiseasesthatcommonlyaffectmencouldbeaddressedbypreventivecheck-upsRegularcheck-upsformenwouldinevitablyplacestrainonthepublicpurse,Cartmillsays.〞Butpreventionischeaperinthelongrunthanhavingtotreatthediseases.Besides,theultimatecostisfargreater:itiscalledprematuredeath.〞57.Whydoestheauthorcongratulatehismalereadersatthebeginningofthepassage?A.Theyaremorelikelytosurviveseriousdiseasestoday.B.Theiraveragelifespanhasbeenconsiderablyextended.C.Theyhavelivedlongenoughtoreadthisarticle.D.Theyaresuretoenjoyalongerandhappierlive.58。Whatdoestheauthorstateisthemostimportantreasonmendiefiveyearsearlieronaveragethanwomen?A.mendrinkandsmokemuchmorethanwomenB.mendon’tseekmedicalcareasoftenaswomenC.menaren’tascautionsaswomeninfaceofdangerD.menaremorelikelytosufferfromfataldiseases59.Whichofthefollowingbestcompletesthesentence“Geez,ifitcouldhappentohim,…’(line2,para,8)?A.itcouldhappentome,tooB.IshouldavoidplayinggolfC.IshouldconsidermyselfluckyD.itwouldbeabigmisfortune60whatdoesDr.RossCartmillmeanby“theostrichapproach〞(lineqpara.9)A.acasualattitudetowardsone’shealthconditionsB.anewtherapyforcertainpsychologicalproblemsC.refusaltogetmedicaltreatmentforfearofthepaininvolvedD.unwillingnesstofindoutaboutone’sdiseasebecauseoffear61.WhatdoesCartmillsayaboutregularcheck-upsformen?A.TheymayincreasepublicexpensesB.TheywillsavemoneyinthelongrunC.TheymaycausepsychologicalstrainsonmenD.TheywillenablementoliveaslongaswomenPassagetwoQuestion62to66arebasedonthefollowingpassageHigh-qualitycustomerserviceispreached(宣扬)bymany,butactuallykeepingcustomershappyiseasiersaidthandoneShoppersseldomcomplaintothemanagerorownerofaretailstore,butinsteadwillalerttheirfriends,relatives,co-workers,strangers-andanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetfrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool“Storytellinghurtsretailersandentertainsconsumers,〞saidPaulaCourtney,PresidentoftheVerdegroup.〞thestorelosesthecustomer,buttheshoppermustalsofindareplacement.〞Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.Theresulting“snowballeffect〞canbedisastroustoretailers.Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems.rankedsecondandthirdweregroceryandelectronicscustomers.Themostcommoncomplaintsincludefilledparkinglots,cluttered(塞满了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlightinglocalpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.Thisguidancecliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.〞saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentrancewouldhelp.〞Customerscanalsoimprovefutureshoppingexperiencesbyfilingcomplaintstotheretailer,insteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.注意：此局部试题请在答题卡2上作答62.Whyarestoremanagersoftenthelasttohearcomplaints?AMostcustomerswon’tbothertocomplaineveniftheyhavehadunhappyexperiences.BCustomerswouldratherrelatetheirunhappyexperiencestopeoplearoundthem.CFewcustomersbelievetheservicewillbeimproved.DCustomershavenoeasyaccesstostoremanagers.63.WhatdoesPaulaCourtneyimplybysaying“…theshoppermustalsofindareplacement〞(Line2,Para.4)?ANewcustomersareboundtoreplaceoldones.BItisnotlikelytheshoppercanfindthesameproductsinotherstores.CMoststoresprovidethesameDNotcomplainingtothemanagercausestheshoppersometroubletoo.64.Shopownersoftenhiremoonlightingpoliceasparkingattendantssothatshoppers_____AcanstaylongerbrowsinginthestoreBwon’thavetroubleparkingtheircarsCwon’thaveanyworriesaboutsecurityDcanfindtheircarseasilyaftershopping65.Whatcontributesmosttosmoothingoverissueswithcustomers?AMannersofthesalespeopleBHiringofefficientemployeesCHugesupplyofgoodsforsaleDDesignofthestorelayout.66.Toachievebettershoppingexperiences,customersareadvisedto_________.AexertpressureonstorestoimprovetheirserviceBsettletheirdisputeswithstoresinadiplomaticwayCvoicetheirdissatisfactiontostoremanagersdirectlyDshoparoundandmakecomparisonsbetweenstoresPartVClozeDirections:Thereare20blanksinthefollowingpassage.ForeachblanktherearefourchoicesmarkedA,B,C,Dontherightsideofthepaper.YoushouldchoosetheONEthatbestfitsintothepassage.Thenmarkthecorrespondingletteronanswersheet2withasinglelinethroughthecentre.playingorganizedsportsissuchacommonexperienceintheUnitedStatesthatmanychildrenandteenagersthatthemforgranted.Thisisespeciallytrue67childrenfromfamiliesandcommunitiesthathavetheresourcesneede