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科目： 来源： 题型：阅读理解

In 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. 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 call 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 calls, being cut off in mid-conversation or let 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 them —the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include: under-promising and over-delivering (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 in 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 booking 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

1.
We can learn from Paragraph 2 that______.
1. A.
  complaining customers are hard to satisfy
2. B.
  unsatisfied customers receive better service
3. C.
  satisfied customers catch more attention
4. D.
  well-treated customers promote business
2.
The writer mentions “phone rage” (Paragraph 3)to show that______.
1. A.
  customers often use phones to express their anger
2. B.
  people still prefer to buy goods online
3. C.
  customer care becomes more demanding
4. D.
  customers rely on their phones to obtain services
3.
What does the writer recommend to create customer delight?
1. A.
  Calling customers regularly
2. B.
  Giving a “thank you” note
3. C.
  Delivering a quicker service
4. D.
  Promising more gifts
4.
If a manager should show his empathy (Paragraph 6), what would he probably say?
1. A.
  “I know how upset you must be.”
2. B.
  “I appreciate your understanding.”
3. C.
  “I’m sorry for the delay.”
4. D.
  “I know it’s our fault.”
5.
Customer delight is important for airlines because______.
1. A.
  their telephone style remains unchanged
2. B.
  they are more likely to meet with complaints
3. C.
  the services cost them a lot of money
4. D.
  the policies can be applied to their staff
6.
Which of the following is conveyed in this article?
1. A.
  Face-to-face service creates comfortable feelings among customers
2. B.
  Companies that promise more will naturally attract more customers
3. C.
  A company should promise less but do more in a competitive market
4. D.
  Customer delight is more important for airlines than for banks

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科目： 来源： 题型：阅读理解

My bike was a three-speed English “racer”, purchased during my second year in college in November 1964 for $44. Most of the money was earned by myself in my spare time, but I had to get my mother to help me out a little. At that time, bikes were rare on a college campus. My reason for getting a bicycle was a little strange. A friend of mine convinced me to take a summer job selling door-to-door and suggested that I should use a bicycle to travel between houses. The job didn’t work out, but the idea was in my brain.
That fall, I borrowed another student’s bike and rode 45 miles on the first day, but his bike soon had a flat(瘪了的轮胎) which he didn’t like fixing. So I had to buy one. I immediately started using mine almost every day. Before getting the bike, I sometimes walked 28 miles to my parents’ house. Now the bike gave me a quicker method, but my first trip took four hours due to strong headwinds that had me fight for every foot. Once I made a trip of 100 miles in one day. I decided to use the bike to go camping in the Smokies. During the trip, I recognized the need for handlebars and more gears, so I bought a ten-speed after just one year though I loved this bike.
The first bike “hung around” for a couple of years, and then I gave it to my sister’s kids who let it become part of their lives.

1.
What can we learn from the passage?
1. A.
  His mother gave him some money when he bought the first bike.
2. B.
  The first bike was a gift from his mother.
3. C.
  He bought the first bike for racing.
4. D.
  He wanted to buy a bike because all his classmates had one.
2.
We can infer that besides studying at college the writer ____.
1. A.
  often helped his friend do business
2. B.
  also worked in a factory
3. C.
  had part-time jobs in his spare time
4. D.
  had to make money to pay for his tuition
3.
The underlined phrase “the idea” in the first paragraph refers to “____”.
1. A.
  selling door-to-door
2. B.
  buying a bike of his own
3. C.
  borrowing a bike from others
4. D.
  earning money by working
4.
According to the passage, we can learn that the first bike was ____ for him.
1. A.
  unnecessary
2. B.
  very useful
3. C.
  a lifelong tool
4. D.
  too troublesome

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科目： 来源： 题型：阅读理解

We can stay young forever. That is the message Dr. Shen Ziyin wants to give the world. And the Chinese doctor claims that he has found an answer to the problems of aging.
His solution is a herbal medicine to slow the process of aging.
Dr. Shen Ziyin has been trained in Western medicine. At the same time he studied traditional Chinese medicine. And, he has been working for the past forty years to put together the best of both and find a cure for aging. He has
taken a hint from its aging process. It is responsible for the level of activity that the human bodies go through Studies conducted by Dr.Shen show that herbal medicine based on the shen system slow the the ancient Chinese medicine system called “shen”.
According to Shen, it is the kidney（肾脏）which adjusts the functioning of the body as well as aging process, says a report in The Telegraph newspaper.
We notice that when people grow old, they have reduced strength, loss of hair, backache, weakness in general, and wrinkles, among others. This happens because when people grow old, their bodies produce T-cells. These T-cells contain a particular substance called Fas. Fas makes the cells in the body destruct themselves.
So the only way to slow down aging is to slow the production of T-cells in the body. This can happen if people eat low calorie food. Then the body is not active enough to produce extra T-cells. But, is going hungry all the time a good price to pay for staying young?
This is where Dr. Shen’s herbal medicine comes in. But how effective it will be, only time can tell

1.
How did Dr. Shen find the solution to the problem of aging?
1. A.
  By studying Western medicine
2. B.
  By learning traditional Chinese medicine
3. C.
  By combining both Western and Chinese medicine
4. D.
  By doing research on both Western and Chinese people
2.
What plays the most important role in keeping people young according to Shen?
1. A.
  Medical treatment
2. B.
  People’s good kidney
3. C.
  Level of people’s activity
4. D.
  Positive life attitude
3.
The reason why people become old is that _________
1. A.
  their bodies produce T-cells
2. B.
  their bodies are unable to fight diseases
3. C.
  they have reduced strength, loss of hair
4. D.
  they become weaker and weaker
4.
We can probably learn from the passage that _________
1. A.
  producing more low calorie food allows people to keep young
2. B.
  the more Chinese herbal medicine people drink, the better for health
3. C.
  people should try to quicken the production of T-cells in the body
4. D.
  it remains unknown how effective Dr. Shen’s herbal medicine is

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科目： 来源： 题型：阅读理解

The name of our restaurant is Mediterranean Seafood Restaurant. When you hear the name you will immediately think of the sea and Europe. European countries like Spain, Portugal, Italy and France are all famous for their special cuisine(菜肴) and most of the best sea recipes come from these countries. These countries also produce the best wines and champagnes(香槟酒) in the world.
Our restaurant has the best seafood in the world. Enjoy the best sea recipes from the Mediterranean countries like Spain, Portugal, Italy and France. We only use fresh ingredients brought directly from the sea to our kitchen.
Among the beverages we serve, you will find the best brands of wines and champagnes on earth. We also have a large variety of colorful cocktails. If you drink one of those and eat our seafood, you’ll experience a feeling that you have never felt before. We also have excellent waiters and waitresses who wear typical mariner(水手) uniforms.
Mediterranean Seafood Restaurant is the best choice for seafood lovers because it has everything you need for the perfect meal. You can find every kind of seafood here. If you are tired of the typical restaurants, come here to discover the true taste of the sea.
Nowhere else has the wonderful environment that we have. Most of the other restaurants offer the same type of dishes without the real flavor of the sea. You’ll like the Mediterranean because the quality of our service is unique. Don’t waste your time trying to find another place to eat; we have everything that you are looking for — comfort, newness, and of course, delicious food.

1.
What is the passage mainly about?
1. A.
  Why the restaurant is named the Mediterranean.
2. B.
  Where the Mediterranean restaurant is.
3. C.
  A general introduction to the restaurant.
4. D.
  The entertainment in the Mediterranean.
2.
The underlined word “beverages” in the third paragraph probably means “______”.
1. A.
  drinks
2. B.
  fruits
3. C.
  vegetables
4. D.
  dishes
3.
We can infer from the passage that the reason why waiters and waitresses wear mariner uniforms is that ______.
1. A.
  they want to make people feel that they are at sea
2. B.
  they find it comfortable to wear uniforms
3. C.
  they want to remind people that they are on a ship
4. D.
  mariner uniforms can keep people safe at sea
4.
From the writing style of this passage we can see that it is ______.
1. A.
  a news report
2. B.
  an advertisement
3. C.
  a pupil’s composition
4. D.
  a funny story

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科目： 来源： 题型：阅读理解

Below you will find a selection of helpful books to learn more about effective campaigns(运动) and one-to-one permission email marketing and more.
● Advanced Email Marketing
Email is specially brilliant: low cost, high speed, personal, moving , and interactive. But there’s a big difference between knowing that email is a powerful marketing tool and proving it. —A1 ＄15.00
● Sign Me Up!
Imagine it: prospects (前景) actually ask you to email your marketing information to them. At a time when people wouldn’t give out their email addresses and don’t believe most emails, it’s harder than ever for ordinary marketers to separate their emails from waste emails.—A2 ＄13.00
● The Quiet Revolution
A revolution is taking place which will forever change the world of marketing. The strategies (策略)and techniques that have served marketers for years will not only decline in effectiveness, but will begin to quietly decline the very brands and the customer relationships that companies have worked so hard to create. —A3 ＄18.00
● Permission Marketing
Seth Godin, one of the world’s foremost online promoters, offers his best advice for advertising in Permission Marketing. Godin argues that business can no longer rely only on traditional forms of “interruption advertising” in magazines and mailings, or radio and television commercials.—A5 ＄19.05
● TOTAL E-Mail Marketing
Total E-Mail Marketing shows how to run effective e-mail campaigns aimed at both getting and keeping customers. The book covers much more than simply guidelines on e-mail creativity. It explains how to plan and carry out e-mail campaigns which connect with other online and offline communication. —A6 ＄39.5
● Persuasive Online Copywriting: How to Take Your Words to the Bank
This copy of the book offers the most comprehensive (and immediately usable) information on “how to make your website usable” in the fewest amount of pages possible. —A7 ＄31.4

1.
It can be inferred that all the books can be relative to _______.
1. A.
  agriculture skills
2. B.
  everyday life
3. C.
  the Internet
4. D.
  hotels
2.
If you want to communicate with the bank, you’d better buy ______.
1. A.
  1
2. B.
  A3
3. C.
  A7
4. D.
  A5
3.
The prices of all the books are between _____.
1. A.
  ten and forty dollars
2. B.
  Fifteen and twenty dollars
3. C.
  twenty and thirty dollars
4. D.
  Thirty and forty dollars

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科目： 来源： 题型：阅读理解

Everyone gathered around and Paddy read out loud, slowly, his tone growing sadder and sadder. The little headline said: BOXER RECEIVES LIFF SENTENCE.
Frank Cleary, aged 26, professional boxer, was today found guilty of the murder of Albert Gumming, aged 32, laborer, last July.The jury （陪审团） reached its decision after only ten minutes, recommending the most severe punishment to the court.It was, said the Judge, a simple case.Cumming and Cleary had quarreled violently at the Harbour Hotel on July 23rd and police saw Cleary kicking at the head of the unconscious Gumming.When arrested, Cleary was drunk but clear-thinking.
Cleary was sentenced to life imprisonment with hard labour.Asked if he had anything to say, Cleary answered, "Just don't tell my mother."
" It happened over three years ago," Paddy said helplessly.No one answered him or moved, for no one knew what to do."Just don't tell my mother," said Fee numbly （麻木地）."And no one did! Oh,God' My poor, poor Frank!"
Paddy wiped the tears from his face and said."Fee, pack your things.We'll go to see him."
She half-rose before sinking back.her eyes in her small white face stared as if dead."I can't go," she said without a hint of pain, yet making everyone feel that the pain was there."It would kill him to see me.I know him so well—his pride, his ambition.Let him bear the shame alone, it's what he wants.We've got to help him keep his secret.What good will it do him to see us?"
Paddy was still weeping, not for Frank, but for the life which had gone from Fee's face, for the dying in her eyes.Frank had always brought bitterness and misfortune, always stood between Fee and himself.He was the cause of her withdrawal from his heart and the hearts of his children.Every time it looked as if there might be happiness for Fee, Frank look it away.But Paddy's love for her was as deep and impossible to wipe out as hers was for Frank.
So he said, "Well, Fee, we won't go.But we must make sure he is taken care of.How about if I write to Father Jones and ask him to look out for Frank?"
There was no excitement in the eyes, but a faint pink stole into her cheeks." Yes, Paddy, do that.Only make sure he knows not to tell Frank we found out.Perhaps it would ease Frank to think for certain that we don't know."

1.
Which of the following is TRUE according to the passage?
1. A.
  Frank was found guilty of murder because he was a professional boxer.
2. B.
  The family didn't find out what happened to Frank until three years later.
3. C.
  The jury and the judge disagreed on whether Frank had committed murder.
4. D.
  Frank didn't want his family to find out what happened because Paddy disliked him.
2.
Paddy cried because he thought ______.
1. A.
  Frank did kill someone and deserved the punishment
2. B.
  Frank should have told Fee what had happened
3. C.
  what had happened to Frank was killing Fee
4. D.
  Frank had always been a man of bad moral character
3.
The underlined sentence "She half-rose before sinking back…" （ Paragraph 6） shows that .
1. A.
  Fee was so heart-broken that she could hardly stand up
2. B.
  Fee didn't want to upset Paddy by visiting Frank
3. C.
  Fee couldn't leave her family to go to see Frank
4. D.
  Fee struggled between wanting to see Frank and respecting his wish
4.
Which of the following suggests that Fee was deeply shocked by what happened to Frank?
1. A.
  "Her eyes in her small white face stared as if dead."
2. B.
  "Let him bear the shame alone, it's what he wants."
3. C.
  "Every time it looked as if there might be happiness for Fee, Frank took it away."
4. D.
  "There was no excitement in the eyes, but a faint pink stole into her cheeks."
5.
What is Frank and Paddy's probable relationship with Fee?
1. A.
  Son and brother.
2. B.
  Son and husband.
3. C.
  Brother and lover.
4. D.
  Lover and husband.

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科目： 来源： 题型：阅读理解

When you have a post-office box, the postman doesn’t bring letters to you, but you go to the post-office and get your letters and parcels from your box. The box is locked, only you have the key, so the letters and parcels are safe.
One day the headmaster of a school wrote to the post-office and asked for a post-office box for his school. He soon got an answer. It said, “We will give you a post-office box in one month.”
Three months later, the headmaster wrote to the post-office and said, “Why haven't we got a post-office box yet?”
This was the answer from the post-office:
“Dear sir,
We gave you a post-office box two months and wrote to you then to tell you. Here is the key to your box. You will find our letter to you in it.”

1.
When you have a post-office box, _____.
1. A.
  it is easier for you to write letters
2. B.
  you will have more letters than parcels
3. C.
  you get your letters in front of your house
4. D.
  you got to the post-office to get your letters
2.
The word “key” in this passage means _____.
1. A.
  邮件
2. B.
  密码
3. C.
  编号
4. D.
  钥匙
3.
The headmaster _____.
1. A.
  wrote many letters to the post-office
2. B.
  didn’t like the postman
3. C.
  didn’t know how a post-office box worked
4. D.
  forgot to pay for the post-office box
4.
When the post-office said that you could get a post-office, he meant _____.
1. A.
  you may go to the post-office to get your mails
2. B.
  you must wait to get the post-office box
3. C.
  you must write again to get the key
4. D.
  you must pay for the box before you got it
5.
Which of the following might not be true?
1. A.
  If you want to get a post-office box, you must let the post-office know.
2. B.
  When you get a post-office box, you have to do the work of a postman.
3. C.
  You go to the post-office to get the key to your box.
4. D.
  After you get a post-office box, the post man will not send mails to your house.

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科目： 来源： 题型：阅读理解

My wife and I spent two weeks in London last year. We went there in the autumn. We think it is the best season to visit England. The weather is usually good and there aren’t too many tourists in October.
We stayed in a small hotel in the West End. It was convenient as we did most of our sightseeing on foot. Taxis were too expensive, we couldn’t understand the bus routes, and my wife didn’t like traveling under the ground. She said it made her feel sick.
We went to look at the places which all tourists visit. We saw Buckingham Palace. We went shopping in Oxford Street and spent too much money. What we liked most, though, was going to the theatre. We didn’t have the chance to see such wonderful plays at home. A lot of people say English food is bad. We didn’t think so. It is true that most of the restaurants are French or Italian or Chinese, but we had some very good meals.
In fact, we enjoyed our holiday so much that we have already booked again for this year. We are going to take our umbrellas, though. I’m sure we’ll need them sometimes.

1.
The couple chose a small hotel in the West End to stay in because _________.
1. A.
  taxis were too expensive
2. B.
  they could go sightseeing on foot
3. C.
  the underground made the wife feel sick
4. D.
  all the above
2.
The couple had some difficulty in ________.
1. A.
  booking in the hotel
2. B.
  finding the bus routes
3. C.
  going sightseeing on foot
4. D.
  having meals
3.
Generally speaking, the couple _________the trip to London.
1. A.
  were satisfied with
2. B.
  disliked
3. C.
  were a bit unhappy about
4. D.
  regretted
4.
What did the couple think of English food?
1. A.
  terrible
2. B.
  not bad
3. C.
  great
4. D.
  comfort
5.
Which of the following is NOT true about the couple?
1. A.
  They thought English food was bad.
2. B.
  They will visit London again.
3. C.
  They visited London last October.
4. D.
  They didn’t take their umbrella last year.

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科目： 来源： 题型：阅读理解

Chinese media and Internet users on Monday condemned a lack of morals in society after a toddler was struck twice by two different vans and left bleeding on the road as more than a dozen bystanders did nothing to help the seriously injured girl.
The incident, captured by a surveillance camera and aired by Southern Television Guangdong (TVS), showed the two-year-old girl was knocked down and run over by a white van on a narrow market street on the afternoon of Oct. 13, in Foshan City of Guangdong Province.
The driver fled the scene of the accident, leaving the girl to bleed on the sidewalk. Over the next six minutes, more than a dozen people walked by the girl, yet not one individual did anything to help her. The girl was then hit a second time by another van before an elderly trash collector came to her aid and brought the attention of the girl’s mother, according to the video and eyewitnesses.
Doctors said that the girl, who was put on life support after being hospitalized, remains in a deep coma. The girl's parents, who are migrants living in the city, are now with her.
Police said the drivers of both vehicles have been arrested. However, the apathy of the bystanders shown in the video has shocked the public, as Internet forums have seethed with anger, and people are questioning the morality of society.
High moral standards were once triumphed as national pride in China where individuals known for selflessly helping others were adored by the public.
But in recent years, the perception of a decline of morals has become a hot topic as profit and materialism are perceived to be affecting society’s values.
On Sept. 2. an 88-year-old man in central China collapsed, his face striking the pavement. Yet, no one came to his aid, and he ended up choking to death on the blood from his nose.
Some have linked the absence of good models to a previous case in which a man trying to help an elderly woman who fell was accused of harming her.
A strong chorus of opinion on the Internet says laws should exempt（免除）models from responsibility, yet laws themselves cannot solve society’s morality dilemma.
Cao Lin, a China Youth Daily commentator, said in a signed article published on Monday that the worry of responsibility should not be an excuse for not helping, and this case exposes the decline of humanity in Chinese society

1.
From the passage, what would happen if someone helped others selflessly in the past?
1. A.
  He/she would be condemned by the public
2. B.
  He/she would be awarded by the government
3. C.
  The public would feel proud of him/ her and showed love and respect for him/ her
4. D.
  He/she would have to worry about liability
2.
Which of the following is TRUE about this passage?
1. A.
  Nobody helped the girl who was struck twice by two different vans
2. B.
  The toddler died immediately after she was hit a second time
3. C.
  High moral standards were once regarded as national pride in China
4. D.
  Journalists from TVS captured the incident by using a camera
3.
In recent years, society’s values is believed to be affected by
1. A.
  people’s perceptions
2. B.
  profit and materialism
3. C.
  the apathy of bystanders
4. D.
  the morals of society
4.
According to Cao Lin, what is the fundamental reason for not helping the girl?
1. A.
  The worry of responsibility
2. B.
  Lack of laws that exempt role models from responsibility
3. C.
  The decline of humanity in society
4. D.
  The other two cases mentioned in the article--the case of an 88-year-old man and the case where a man trying to help an elderly woman who fell was accused of harming her
5.
Where is the article probably taken from?
1. A.
  A fashion magazine
2. B.
  A news report
3. C.
  A science fiction
4. D.
  An education column

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科目： 来源： 题型：阅读理解

Are you a compulsive spender，or do you hold on to your money as long as possible? Are you a bargain hunter? Would you rather use charge accounts than pay in cash? Your answers to these questions will reflect your personality.According to psychologists，our individual money habits not only show our beliefs and values，but can also stem from past problems.
Experts in psychology believe that for many people，money is an important symbol of strength and influence.Husbands who complain about their wives’ spending habits may be afraid that they are losing power in their marriage.Wives，on the other hand，may waste huge amounts of money because they are angry at their husbands.In addition，many people consider money a symbol of love.They spend it on their family and friends to express love，or they buy themselves expensive presents because they need love.
People can be addicted to different things —for example，alcohol，drugs，certain foods，or even television.They are compulsive in their addictions，i.e.they must satisfy these needs to feel comfortable.In the same way，according to psychologists，compulsive spenders must spend money.
For people who buy on credit，furthermore，charge accounts are even more exciting than money：in other words，they feel that with credit，they can do anything.Their pleasures in spending enormous amounts are actually greater than those they get from the things they buy.
There is even a special psychology of bargain hunting.To save money，of course，most people look for sales，low prices，and discounts.Compulsive bargain hunters，however，often buy things that they don’t need just because they are cheap.They want to believe that they are helping their budgets，but they are really playing an exciting game：when they can buy something for less than other people，they feel that they are winning.Most people，experts claim，have two reasons for their behavior：a good reason for the things that they do and the real reason.
It is not only scientists，of course，who understand the psychology of spending habits，but also business people.Stores，companies，and advertisers use psychology to increase business：they consider people’s needs for love，power，or influence，their basic values，their beliefs and opinions， etc.in their advertising and sales methods.
Psychologists often use a method called “behavior therapy（疗法）”to help individuals solve their personality problems.In the same way，they can help people who feel that they have problems with money：they give them “assignments” If a person buys something in every store that he enters， for instance，a therapist might teach him self discipline in this way：on the first day of his therapy， he must go into a store，stay five minutes，and then leave.On the second day，he should stay for ten minutes and try something on.On the third day，he stays for fifteen minutes，asks the salesclerk a question，but does not buy anything.Soon he will learn that nothing bad will happen to him if he doesn’t buy anything，and he can solve the problem of his compulsive buying.

1.
If you use charge accounts， .
1. A.
  you pay in cash
2. B.
  you pay less than you should
3. C.
  you pay with credit card
4. D.
  you pay more than you should
2.
Compulsive bargain hunters buy things for all the following reasons except that .
1. A.
  the things they buy are cheap
2. B.
  they believe they can balance their budgets
3. C.
  they get psychological satisfaction
4. D.
  they really need the things they buy
3.
Behavior therapy in this case aims at .
1. A.
  helping businessmen to increase their business
2. B.
  helping compulsive spenders to buy less
3. C.
  finding out how people will react if they are allowed to buy
4. D.
  finding out what people will do in front of a bargain
4.
The underlined word “those” in Paragraph 3 refers to .
1. A.
  different things
2. B.
  their addictions
3. C.
  their pleasures
4. D.
  charge accounts
5.
From the passage we can conclude that .
1. A.
  how you spend money reveals if you are psychologically healthy
2. B.
  money is a necessity and will bring you happiness if you have much
3. C.
  compulsive buying problems can be solved by taking some medicine
4. D.
  all businessmen understand well the psychology of customers

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We can learn from Paragraph 2 that______.

The writer mentions “phone rage” (Paragraph 3)to show that______.

What does the writer recommend to create customer delight?

If a manager should show his empathy (Paragraph 6), what would he probably say?

Customer delight is important for airlines because______.

Which of the following is conveyed in this article?

What can we learn from the passage?

We can infer that besides studying at college the writer ____.

The underlined phrase “the idea” in the first paragraph refers to “____”.

According to the passage, we can learn that the first bike was ____ for him.

How did Dr. Shen find the solution to the problem of aging?

What plays the most important role in keeping people young according to Shen?

The reason why people become old is that _________

We can probably learn from the passage that _________

What is the passage mainly about?

The underlined word “beverages” in the third paragraph probably means “______”.

We can infer from the passage that the reason why waiters and waitresses wear mariner uniforms is that ______.

From the writing style of this passage we can see that it is ______.

It can be inferred that all the books can be relative to _______.

If you want to communicate with the bank, you’d better buy ______.

The prices of all the books are between _____.

Which of the following is TRUE according to the passage?

Paddy cried because he thought ______.

The underlined sentence "She half-rose before sinking back…" （ Paragraph 6） shows that .

Which of the following suggests that Fee was deeply shocked by what happened to Frank?

What is Frank and Paddy's probable relationship with Fee?

When you have a post-office box, _____.

The word “key” in this passage means _____.

The headmaster _____.

When the post-office said that you could get a post-office, he meant _____.

Which of the following might not be true?

The couple chose a small hotel in the West End to stay in because _________.

The couple had some difficulty in ________.

Generally speaking, the couple _________the trip to London.

What did the couple think of English food?

Which of the following is NOT true about the couple?

From the passage, what would happen if someone helped others selflessly in the past?

Which of the following is TRUE about this passage?

In recent years, society’s values is believed to be affected by

According to Cao Lin, what is the fundamental reason for not helping the girl?

Where is the article probably taken from?

If you use charge accounts， .

Compulsive bargain hunters buy things for all the following reasons except that .

Behavior therapy in this case aims at .

The underlined word “those” in Paragraph 3 refers to .

From the passage we can conclude that .