Not too long ago, an incident that happened at Walt Disney touched me greatly．A guest　 21　 out of our Polynesian Village resort at Walt Disney was asked how she 　　22 her visit．She told the front-desk clerk she had had a(n)　 23　 vacation, but was heartbroken about 　24　 several rolls of Kodak color film she had not yet　 25 ．At that moment she was particularly　 26　 over the loss of the pictures she had shot at our Polynesian Luau,　 27　 this was a memory she especially treasured．

Now, please understand that we have no written service rules 　28　 lost photos in the park.　 29　 　the clerk at the front desk 　30　 Disney’s idea of caring for our 　31　 .She asked the woman to leave her a couple rolls of　 32　 film，promising she would take care of the rest of our show at Polynesian Luau．

Two weeks later the guest received a 　33　 at her home．In it were photos of all the actors of our show,　 34　 signed by each performer．There were also　 35　 of the public procession (游行乐队)and fireworks in the park，taken by the front-desk clerk in her own　 36　 after work．I happened to know this　 37　 because this guest wrote us a letter．She said that　 38　 in her life had she received such good service from any business．

Excellent　 39　 does not come from policy handbooks．It comes from people who 　40　 and from a culture that encourages　 and models that attitude．

21．A．working　　　　 B．checking　　　 C. trying　　　　　 D．staying

22．A．expected　　　 B．realized　　　 C．paid　　　　　　 D．enjoyed

23．A. disappointing　 B. wonderful　　 C. uncomfortable　 D. important

24. A．taking　　　　 B．dropping　　　 C．losing　　　　　 D．breaking

25．A．developed　　　 B．taken　　　　 C．washed　　　　　 D．loaded

26．A．silly　　　　　 B．nervous　　　 C. calm　　　　　　 D. sad

27．A．when　　　　　 B．where　　　　 C．as　　　　　　　 D．which

28．A．covering　　　 B．finding　　　 C．making　　　　　 D．keeping

29．A．Excitedly　　　 B．Fortunately　 C．Therefore　　　 D．Quietly

30．A．understood　　 B. reminded　　　 C．trusted　　　　 D．discovered

31．A．workers　　　　 B．guests　　　　 C．managers　　　　 D．clerks

32．A．printed　　　　 B．shot　　　　　 C．unused　　　　　 D．recorded

33．A．film　　　　　 B．card　　　　　 C. camera　　　 　　D．packet

34．A．frequently　　 B．personally　　 C．alone　　　　　 D．actually

35．A．rules　　　　　 B．pictures　　　 C．handbooks　　　 D．performances

36．A．case　　　　　 B．work　　　　　 C．time　　　　　　 D．position

37．A．story　　　　　 B．place　　　　　 C．photo　　　　　 D．show

38．A．only　　　　　 B．almost　　　　 C. never　　　　　 D. nearly

39．A．advice　　　　 B．experience　　 C．quality　　　　 D. service

40．A. care　　　　　 B．serve　　　　　 C．1ike　　　　　　 D．know

20. The club will have to close　　 we can attract more members．

　　 A. if　　　　　　　 B. though　　　　　 C．unless　　　　 D. until

19. The building around the corner caught fire last night．The police are now　　　 the matter．

　　 A. getting through　 B. working out　　 C．looking into　　 D．watching over

18. --DO you know when the Chinese custom　　　 from?

　　 --It’s hard to say．But its characteristics　　　 the Tang Period．

　 A．began；prove　　 B. started；show　 C. is；appear　　 D. dates；suggest

17. According to　　　 official survey conducted by some department，1arge ice cream producers usually have　　　 better production record．

　　 A. an；the　　　　 B．／；a　　　　　 C. an；a　　　　　 D the；the

16. T0 stay fit, the old man spares one hour every day to　　　 in the park，no matter how busy he is．

　　 A. find out　　　　 B. work out　　　　 C．try out　　　　 D．watch out

15. Yon shouldn’t　　　 yourself for such a small mistake．After all no harm has been done to your family and friends．

A. disappoint　　 B. catch　　　　　 C. consider　　　　 D. upset