2022-2023学年上海市高一年级下册期中考试英语试卷含详解

2022学年第二学期期中考试

高一英语试卷

I・ListeningComprehension(20%)

SectionA

Directions:InSectionA,youwillheartenshortconversationsbetweentwospeakers.Attheendofeach

conversation,aquestionwillbeaskedaboutwhatwassaid.Theconversationsandthequestionswillbe

spokenonlyonce.Afteryouhearaconversationandthequestionaboutit,readthefourpossible

answersonyourpaper,anddecidewhichoneisthebestanswertothequestionyouhaveheard.

1.A.Theycameinfivedifferentcolors.B.Theyweregoodvalueformoney.

C.Theywereaverygooddesign.D.Theyweresoldoutveryquickly.

2.A.Sheisexhausted.B.Sheisnear-sighted.

C.Shecannotfinishworkintime.D.Shecannotgostraighthome.

3.A.Themanhasleftagoodimpressiononherfamily.

B.Themancandresscasuallyfortheoccasion.

C.Themanshouldbuyhimselfanewsuit.

D.Theman'sjeansandTshirtsarestylish.

4.A.Itsprice.B.Itslocation.C.Itscomfort.D.Itsfacilities.

5.A.Thewomanistooparticularaboutfood.

B.Hewouldratherhaveamealanhourlater.

C.Thewomanshouldorderherfoodquickly.

D.Heusuallyprefersice-creamtosandwiches.

6.A.Itmustbemissing.B.Itwasleftintheroom.

C.Themantookittothemarket.D.Sheplaceditonthedressingtable.

7.A.Takeabreak.B.Refuelhiscar.

C.Asktheway.D.Haveacupofcoffee.

8.A.Oneboxofbooksisfoundmissing.B.Someoftheboxesarrivedtoolate.

C.Replacementshavetobeordered.D.Someofthebooksaredamaged.

9.A.ThemanwillpickupProfessorJohnsonatheroffice.

B.Themandidnotexpecthispapertobegradedsosoon.

C.ProfessorJohnsonhasgiventhemanaveryhighgrade.

D.ProfessorJohnsonwilltalktoeachstudentinheroffice.

10.A.Samhasabigfamilytosupport.

B.Samisnotinterestedintraveling.

C.Thepayofferedbythetravelagencyistoolow.

DTheworkhoursinthetravelagencyaretoolong.

SectionB

Directions:InSectionB,youwillheartwoshortpassagesandonelongerconversation,andyouwillbe

askedseveralquestionsoneachofthepassagesandtheconversation.Thepassagesandtheconversation

willbereadtwice,butthequestionswillbespokenonlyonce.Whenyouhearaquestion,readthefour

possibleanswersonyourpaperanddecidewhichonewouldbethebestanswertothequestionyouhave

heard.

Questions11through13arebasedonthefollowingpassage.

11.A.Togivecustomersawiderrangeofchoices.

B.Tomakeshoppersseeasmanyitemsaspossible.

C.Tosupplyasmanyvarietiesofgoodsasitcan.

D.Tosavespaceformoreprofitableproducts.

12.A.Manyofthembuythingsonimpulse.

B.Fewofthemarefatherswithbabies.

C.Amajorityofthemareyoungcouples.

D.Over60%ofthemmakeshoppinglists.

13.A.Salesassistantspromotinghighmargingoods.

B.Salesassistantsfollowingcustomersaround.

C.Customerscompetingforgoodbargains.

D.Customerslosingallsenseoftime.

Questions14through16arebasedonthefollowingpassage.

14.A.Theyappearupset.B.Theyloseconsciousness.

C.Theybecomeangry.D.Theydiealmostinstantly.

15.A.Tosucceedwhilefeelingirritated.

B.Tofeelhappywithoutgoodhealth.

C.Tobefreefromfrustrationandfailure.

D.Toenjoygoodhealthwhileindarkmoods.

16.A.Theyarecloselyconnected.

B.Theyfunctioninasimilarway.

C.Theyaretoocomplextounderstand.

DTheyreinforceeachotherconstantly.

Questions17through20arebasedonthefollowingconversation.

17.A.Howhebecameanannouncer.B.Howhewritesnewsstories.

C.Howhemakeshisliving.D.Howhedoeshisjob.

18.A.Theywritethefirstversionofnewsstories.

B.Theygathernewsstoriesonthespot.

C.Theypolishincomingnewsstories.

D.Theywritecommentsonmajornewsstories.

19.A.Readingthroughthenewsstoriesinagivenperiodoftime.

B.Havinglittletimetoreadthenewsbeforegoingonair.

C.Havingtochangethetoneofhisvoicefromtimetotime.

D.Gettingallthewordsandphrasespronouncedcorrectly.

20.A.Itshowswhereadvertisementscomein.

B.Itgivesasignalforhimtoslowdown.

CItalertshimtosomethingimportant.

D.Itservesasareminderofsadnews.

II.GrammarandVocabulary(25%)

SectionA(5%)

1.Withalotofdifficultproblems,thenewly-electedpresidentishavingahardtime.

A.settledB.settling

C.tosettleD.beingsettled

2.TheshuttleColumbiawasheadinghomewhentragedystruck,Americaandtheworldwhatwent

wrong.

A.toleave,towonderB.leaving,wondering

C.leaving,towonderD.toleave,wondering

3.byaseriousillness,thepatienthadtolieinbedforafewdays.

A.WearingoutB.TowearoutC.TobewornoutD.Wornout

4.Allthedepartmentmanagersofthecompanywerestudyingtheplanthattheywouldliketoseeintopractice

thenextmonth.

A.toputB.putC.tobeputtingD.putting

5.Therumourofinthescandalspreadacrossthecity.

A.theretobemoreemployersinvolved

B.therebeingmoreemployersinvolving

C.moreemployersbeinginvolved

D.moreemployerstobeinvolved

6.toenterthecountryusingafalsepassport,hewasarrestedbyborderguards.

A.CaughttryingB.Caughttotry

C.HavingcaughttryingD.Beingcaughttotry

7.,herheartwasbeatingfasterandfaster.

A.Listeningtothecomingfootsteps

B.Asshelistenedtothecomingfootsteps

C.Whenlisteningtothecomingfootsteps

D.Tothecomingfootstepsasshelistened

Theintegratedcircuithasreducedbymanytimesthesizeofthecomputer,thus8anewgenerationofportable

minicomputers.

A.tocreateB.createdC.createsD.creating

9.Commercialbanksmakemostoftheirincomefrominterestonloansandinvestmentsinstocksandbonds.

A.earnB.earnedC.earningD.toearn

10.Don'tyouthinkitanygoodinpublicplaces?

A.forbiddingsmokingB.toforbidsmoking

C.toforbidtosmokeD.forbiddingtosmoke

SectionB

Directions:Afterreadingthepassagebelow,fillintheblankstomakethepassagecoherentandgrammaticallycorrect.For

theblankswithagivenword,fillineachblankwiththeproperformofthegivenword;fortheotherblanks,useoneword

thatbestfitseachblank.

DoyouliketoreadcrimethrillersorwatchmoviesandTVseriesaboutsolvingcriminalcases?Itisnotdifficultto

createsuspensebymakingwhoeverisengagedinreading11(lose)inthetwistsandturnsoftheplots,butit

demandsacertainoriginalitytocomethroughwithacriminaldevicewhichispicturesqueoramusingenoughtomakethe

readerfeelthewaitinghasbeenworthwhile.DetectivesintraditionalcrimenovelssuchasSherlockHolmesmainlyrelyon

theirbrains.Nodetail,12tinyitis,escapestheeyesofHolmes,andthedeductive(推理的)approachheuses

13(prove)highlyefficient.

Moderncrimefictionisaboutintellectualpowersaswellasscienceandtechnology.Forexample,thebest-sellingThe

GirlwiththeDragonTattoohasacomputerhacker14itsheroine.DNA,computerhacking,surveillanceand

countersurveillance——today'scrimefictionwritersfaceaminefieldofscienceandtechnologythatisessentialtothestory

butoftenhard15(describe)accurately.Itisimportantforwriterstodoresearchandgettheirsciencestraight.A

leadingUSscientificorganizationisnowofferingasealofapprovalforbooksthatgetitright.Theorganizationisthe

WashingtonAcademyofSciences.Writerscansubmittheirworktotheorganization,16itundergoesathorough

peerreview.

PresidentJimColeoftheWashingtonAcademyofSciencesoncementionedthatmanypeopleencounteredscience

throughfictionandTVshowssuchasCSI,whichoftengaveviewerstheimpressionthattechnology17solveany

crime.Butsciencegenerally18(understand)bythepublicisn'tnecessarilycorrectscience.Themoredetailedan

authorgetsintothetechnicalissues,theriskieritallbecomes.

However,shouldthestoryitselfdemandtheviewers19(get)accuratescientificknowledge?Whatareour

expectationsforacrimenovel,afterall?Asciencelecture?Oragoodstorywithsuspenseandplottwists?Besides,

20acrimenovelistoorealisticordescriptiveandprovidesaccuratescientificdetail,won'titbecomeamanual

fortheperfectmurder?

SectionB

Directions:Completethefollowingpassagebyusingthewordsinthebox.Eachwordcanonlybeusedonce.Notethat

thereisonewordmorethanyouneed.

A.topicB.flourishedC.arguablyD.eventuallyE.repeatedF.events

G.sharesH.individualI.influencedJ.appealsK.literary

Poetryisakindofwritinginwhichthesoundandmeaningofgroupsofwordsexpressideasoremotioninadditionto

theexperiencesorstrongfeelingsthewriter21.Unlikemostotherformsofwriting,poetryisoftenwrittenin

lines,ratherthanparagraphs.Poetryalsosoundsdifferentfromotherformsofwriting,oftenusingrhythmandrhymeto

createaninterestingsoundwhenreadaloud.Poetrycatchestheattentionofareaderbecauseit22toboth

emotionsandsenses.

Soundis23thesinglemostimportantaspectofanypoem.Thesoundthatanypoem.Thesoundthatany

givenwordmakes,orthesoundsthatcomefromspecificgroupsofwordsusedtogether,arewhatmakepoetrysouniqueas

aformofwriting.Atypicalstoryorreportdoesnotfocusonthesoundsthateach24wordmakeswhenread.But

poemsgenerallycontainfewwords,soitisimportantthateachwordplaysaroleinmakinganimpactonthereader.

Rhythmistheflowofsoundscreatedbysuccessivewordsinapoem.Whenyoureadapoemyoucanoftenhearthis

25pattern,or"beat,“inthesounds.Thisiscalledmeter.

Someoftheoldestandbest-knownpoetryintheworldcamefromAncientGreece.Asfarbackas700BCE,poets

thererecitedtheirworkatpublic26andreligiousceremonies,thegreatepicpoemsTheIliadandTheOdysseyby

HomercamefromGreece.TheGreekseventually27Romanpoets,suchasVirgil,whowrotetheAeneid30BCE.

Inmedieval

times,poemssuchasBeowulf,TheDivineComedybyDante,andTheCanterburyTalesbyChaucerwerewritten.Religion

andromancebecamethe28ofchoiceformanypoetsatthattime.

Poetry29evenmoreduringtheRenaissanceperiodofhistory,aneraofmanygreatculturalachievements.

ThiswastheperiodduringwhichShakespeare,themostwell-knownpoet,wasmakinghismark!Needlesstosay,atrend

hadstarted.Poetryhascontinuedtogrowandchangeasaformof30expressioninmodemtimes,

III.ReadingComprehension（45%）

SectionA

Directions:ForeachblankinthefollowingpassagetherearefourwordsorphrasesmarkedA,B,C

andD.Fillineachblankwiththewordorphrasethatbestfitsthecontext.

Whenyoueatsomethingreallysour,thereissomethingthatcan'tbeignored.Itisthe31thatisn'tlimitedto

yourtongue.Anespeciallysourbitehasawayofmakingyourentireface32intoalookofdiscomfort.Ifyou

can't33puckering（撅起）yourmouthwhenyoulickalemonorsnackonSourPatchKids,youcanthank

evolution.

Thatunmistakablesourflavorthatstimulateyourtastebudsisaproductthatacidsreleasewhentheycombinewith

saliva（唾液）.Whenyourmouth34thissignofacid,itletsyouknowinadramaticway.Yourtastereceptors

35andyourfacetwistsinvoluntarilyinwhafsknownasarejectionresponse,accordingtoLiveScience.

Yourtongue?sreactionstobitterorspicyfoodsarerejection36aswell.Manyplantsfoundinnaturewith

these37arepoisonous,andyourbody'sstrongreactionisitswayofprotectingyoufromharm.Sourness

38naturallyinfruitslikecitrus（柑橘），butitcanbeawarningoffood-borneillnessinmanycases.39

fruitsanddairyproductscontainacid,whichgivesthemasourtastetoo.

Ifshardtoignorethesourflavorofwhatyou5reeatingwhenittwistsyourentirefacialexpression.Thisreactionisn't

necessarilyenoughtohelpsomeonewhohasalreadytakenabiteofabadapple,butitmayprotectthepeoplethey?rewith.

Whenourearlyhumanancestorshuntedforfood,asuddentwistedfacemayhave40thatwhateverthat

personputintheirmouthwasn'tgoodtoeat.

Thepuckerresponseto41flavorshelpedearlyhumansavoidgettingsick,butitdoesn'tstopusfrom

eatingthiskindoffoodtoday.Theflavorissosoughtafterthatthere'sanentirecandymarket42to

maximizingitinprocessedproducts.Sowhydowelovetoeattheverythingthatourfaceandtonguewarnsusmightkill

us?

Theansweris43taste.Humansdon'tnaturallydesirebitter,spicy,orsourfoods,butfoodswiththese

characteristicsareimportantcomponentsofanutritiousdiet.44lovingtheseflavorsfrombirth,we're

conditionedtoenjoythemthroughrepeatedexposure.Bybecomingfamiliarwiththetasteviaourpeersandfamily

members,humans45learnwhichsour（andbitterandspicy）foodsarehealthyandwhicharepotentially

harmful.

Thoughwerelyonthesenseeveryday,tastedoesn'tworkexactlyhowyoumayassume.

31.A.challengeB.panicC.sensationD.impression

32.A.adjustB.perceiveC.reactD.contract

33.A.declineB.insistC.persistD.resist

34.A.distinguishesB.detectsC.identifiesD.encounters

35.A.takeupB.lightupC.getacrossD.bringdown

36.A.responsesB.impairmentsC.preferencesD.guarantees

37.A.bitternessB.declinesC.flavorsD.textures

38.A.putsupB.picksupC.staysupD.showsup

39.A.RipeB.RawC.SpoiledD.Purchased

40.A.provedB.confessedC.communicatedD.displayed

41.A.saltyB.bitterC.spicyD.sour

42.A.ceasedB.deservedC.desiredD.devoted

43.A.acquiredB.bornC.gainedD.undeveloped

44.A.ApartfromB.ThankstoC.InsteadofD.Regardlessof

45.A.graduallyB.faithfullyC.barelyD.respectively

SectionB

Directions:Readthefollowingthreepassages.Eachpassageisfollowedbyseveralquestionsor

unfinishedstatements.ForeachofthemtherearefourchoicesmarkedA,B,CandD.Choosetheone

thatfitsbestaccordingtotheinformationgiveninthepassageyouhavejustread.

（A）

Aboutaquarteroftheworlddrivesontheleft,andthecountriesthatdoaremostlyoldBritishcolonies（殖民地）like

Australia,andIreland.ButThailand,IndonesiaandJapanalsodoso.

Thisstrangequirk（奇事）puzzlestherestoftheworld;however,thereisaperfectlygoodreason.Uptothelate

1700's,everybodytravelledontheleftsideoftheroadbecauseifsthemostsensibleoptionforfeudal（封建的），violent

societieswithmostlyright-handedpeople.Soldierswiththeirswordsundertheirrightarmnaturallypassedoneachother,s

right,andifyoupassedastrangerontheroad,youwalkedonthelefttoensurethatyourprotectiveswordarmwasbetween

yourselfandhim.

RevolutionaryFrance,however,overturnedthispracticeaspartofitssweepingsocialrethink.Achangewascarried

outallovercontinentalEuropebyNapoleon.ItchangedunderNapoleonbecausehewasleft-handed.Hisarmieshadto

marchontherightsohecouldkeephisswordarmbetweenhimandanyopponent.Fromthenon,anypartofcolonizedby

theFrenchtravelledontheright.

AftertheAmericanRevolutionaryWar（1775—1783）,theUSbecameindependentanddecidedtomaketrafficdrive

ontherightinordertocastoffallremaininglinkswithitsBritishcolonialpast.AsAmericabecamethecenterofthecar

industry,ifyouwantedagoodreliablevehicle,youboughtAmericanright-hand-drivecars.Fromthenon,manycountries

changedoutofnecessity.

Today,theEUwouldlikeBritaintofallintolinewiththerestofEurope,butthisisnolongerpossible.Itwouldcost

billionsofpoundstochangeeverythinground.ThelastEuropeancountrytochangedrivingontherightwasSwedenin

1967.Whileeveryonewasgettingusedtothenewsystem,theypaidmoreattentionandtookmorecare,resultingina

reductionofthenumberofroadaccidents.

46.Whydidpeopletravelontheleftbeforethelate18thcentury?

A.Theywererequiredtodoso.

B.Theyweremostlyleft-handed.

C.Itwaseasiertocrossthestreet.

D.Theycouldfeelsaferfromattacks.

47.WhatwasNapoleon'sattitudetowalkingontheleft?

A.Support.B.Disapproval.C.Doubt.D.Sympathy.

48.ForAmericans,drivingontherightwasawaytoshow.

A.theconnectionwithFrancewasbroken

B.theUSwasnolongerruledbytheUK

C.theAmericanRevolutionWarhadended

D.Americawasthecenterofthecarindustry

49.WhatisthemaincauseoftheUKfailingtoadoptthenewsystem?

AItshighcoststochange.

B.Itsincreasingtrafficaccidents.

C.Itsinfluenceoncolonies.

D.Itsfast-developingcarindustry.

(B)

UniversityRoomRegulations

ApprovedandProhibitedItems

Thefollowingitemsareapprovedforuseinresidentialrooms:electricblankets,hairdryers,personalcomputers,radios,

televisionsandDVDplayers.Itemsthatarenotallowedinstudentroomsinclude:candles,ceilingfans,fireworks,waterbeds,

sunlampsandwirelessrouters.PleasenotethatanyprohibiteditemswillbetakenawaybytheOfficeofResidenceLife.

AccesstoResidentialRooms

Studentsareprovidedwithacombination(组合密码)fortheirroomdoorlocksuponcheck-in.Donotshareyourroom

doorlockcombinationwithanyone.TheOfficeofResidenceLifemaychangethedoorlockcombinationatanytimeatthe

expenseoftheresidentifitisfoundthatthestudenthassharedthecombinationwithothers.Thefeeis$25tochangearoom

combination.

CookingPolicy

Studentslivinginbuildingsthathavekitchensareonlypermittedtocookinthekitchen.Studentsmustcleanupafter

cooking.Thisisnottheresponsibilityofhousekeepingstaff.Kitchensthatarenotkeptcleanmaybeclosedforuse.Withthe

exceptionofusingasmallmicrowaveoventoheatfood,studentsarenotpermittedtocookintheirrooms.

PetPolicy

Nopetsexceptfisharepermittedinstudentrooms.Studentswhoarefoundwithpets,whethervisitingorownedbythe

student,willpayaninitialfineof$100andacontinuingfineof$50adayperpet.Studentsreceivewrittennoticewhenthe

finegoesintoeffect.If,oneweekfromthedateofwrittennotice,thepetisnotremoved,thestudentisreferredtotheStudent

Court.

QuietHours

ResidentialbuildingsmustmaintainanatmospherethatsupportstheacademicmissionoftheUniversity.Minimumquiet

hoursinallcampusresidencesare11:00pmto8:00amSundaythroughThursday,QuiethoursonFridayandSaturdaynights

are1:00amto8:00am.Studentswhoviolatequiethoursaresubjecttoafineof$25.

50.Ifavisitingfriendleavesacatintheresidenceofastudentforthreedays,whatwillhappen?

A.Thestudentwillreceiveafineof$150.

B.Thestudentwillbepunishedfinancially.

C.Thestudentwillreceiveawrittennoticeimmediatelyoncethecatisfoundbytheoffice.

D.ThestudentwillbesenttotheStudentCourttodefendhisorhercase.

51.Whencanstudentsenjoyapartyinresidences?

A.7:00am,Sunday.B.7:30am,Thursday.

C.11:30pm,Monday.D.00:30am,Saturday.

52.Accordingtotheregulations,howmanystatementslistedherearetrue?

a.Wirelessroutersareallowediftheyareregisteredintheofficeinadvance.

b.Nopetsareallowedtobekeptintheresidence.

c.Studentsarerequiredtoclosekitchendoorsaftercooking.

d.Undernocircumstancesisastudentallowedtocookinhisroom.

A.OB.1C.2D.3

(C)

Afewyearsago,theCityCouncilofMonza,Italy,barredpetownersfromkeepinggoldfishincurvedfishbowls.The

sponsorsofthemeasureexplainedthatitiscrueltokeepafishinsuchabowlbecausethecurvedsidesgivethefishadistorted

viewofreality.Asidefromthemeasure'ssignificancetothepoorgoldfish,thestoryraisesaninterestingphilosophical

question:Howdoweknowthattherealityweperceiveistrue?

thecurvedsides

Physicistsarefindingthemselvesinasimilartroubletothegoldfish's.Fordecadestheyhavebeenpursuinganultimate

theoryofeverything一onecompleteandconsistentsetoffundamentallawsofnaturethatexplaineveryaspectofreality.It

nowappearsthatthispursuitmaygeneratenotasingletheorybutafamilyofinterconnectedtheories,eachdescribingitsown

versionofreality,asifitviewedtheuniversethroughitsownfishbowl.Thisconceptmaybedifficultformanypeopleto

accept.Mostpeoplebelievethatthereisanobjectiverealityoutthereandthatoursensesandoursciencedirectlyconvey（传

达）informationaboutthematerialworld.Inphilosophy,thatbeliefiscalledrealism.

Inphysics,realismisbecomingdifficulttodefend.Instead,theideaofalternativerealitiesisamainstayoftoday's

popularculture.Forexample,inthescience-fictionfilmTheMatrixthehumanraceisunknowinglylivinginasimulated（模

拟的）virtualrealitycreatedbyintelligentcomputers.Howdoweknowwearenotjustcomputer-generatedcharactersliving

inaMatrix-likeworld?If-likeus一thebeingsinthesimulatedworldcouldnotobservetheiruniversefromtheoutside,they

wouldhavenoreasontodoubttheirownpicturesofreality.

Similarly,thegoldfish'sviewisnotthesameasoursfromoutsidetheircurvedbowl.Forinstance,becauselightbends

asittravelsfromairtowater,afreelymovingobjectthatwewouldobservetomoveinastraightlinewouldbeobservedby

thegoldfishtomovealongacurvedpath.Thegoldfishcouldformscientificlawsfromtheirframe（框架）ofreferencethat

wouldalwaysholdtrueandthatwouldenablethemtomakepredictionsaboutthefuturemotionofobjectsoutsidethebowl.

Ifthegoldfishformedsuchatheory,wewouldhavetoadmitthegoldfish'sviewasareasonablepictureofreality.

Thegoldfishexampleshowsthatthesamephysicalsituationcanbemodeledindifferentways,eachemployingdifferent

fundamentalelementsandconcepts.Itmightbethattodescribetheuniversewehavetoemploydifferenttheoriesindifferent

situations.Itisnotthephysicisfstraditionalexpectationforatheoryofnature,nordoesitcorrespondtooureverydayidea

ofreality.Butitmightbethewayoftheuniverse.

53.Whatdoestheunderlinedword“distorted“inParagraphmostprobablymean?

A.Original.B.Accurate.C.Distant.D.False.

54.WhatdoesParagraph2mainlytellus?

A.Theneedforacompletetheory.B.Thelastingconflictinphysics.

C.Theexistenceofthematerialworld.D.Theconventionalinsightofreality.

55.Whatcanwelearnfromthepassage?

ANature'smysteriesarebestleftundiscovered.

B.Anexternalworldisindependentoftheobservers.

C.People'stheoriesareinfluencedbytheirviewpoints.

D.Itisessentialtofigureoutwhichpictureofrealityisbetter.

56.Accordingtothepassage,theauthormayagreethat.

A.variousinterpretationsoftheuniversearewelcomed

B.physicistshaveafavoritecandidateforthefinaltheory

C.multiplerealitiescanbepiecedtogethertoshowtherealworld

D.thereisstillpossibilitytounifydifferenttheoriesintoasingleone

SectionC

Directions:Readthepassagecarefully.Fillineachblankwithapropersentencegiveninthebox.Each

sentencecanbeusedonlyonce.Notethattherearetwomoresentencesthanyouneed.

High-qualitycustomerserviceispreached（宣扬）bymany,butactuallykeepingcustomershappyiseasiersaidthan

done.

Shoppersseldomcomplaintothemanagerorownerofaretailstore57.Storemanagersareoftenthelastto

hearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheircompetitors,accordingtoa

studyjointlyconductedbyVerdegroupandWhartonschool.

“Storytellinghurtsretailersandentertainsconsumers,saidPaulaCourtney,PresidentoftheVerdegroup,4tthestore

losesthecustomer,buttheshoppermustalsofindareplacement.^^

Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstore.For

everydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.58.

Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems,rankedsecondandthird

weregroceryandelectronicscustomers.Themostcommoncomplaintsincludefilledparkinglots,cluttered（塞满了的）

shelves,overloadedracks,out-of-stockitems,long-check-outlines,andrudesalespeople.

Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlighting（业余兼职的）local

policetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.59.It

alsoavoidedconfrontationbetweenthoseeyeingthesameparkingspace.

Retailerscanrelievetheheadachesbyredesigningstore