High-quality customer service is preached(宣扬) by many ,but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.

Store managers are often the last to hear complaints, and often find out only when their regular customers decide t frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde group.” the store loses the customer, but the shopper must also find a replacement.”

On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.

According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.

The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

During peak shopping hours, some retailers solved the parking problems by getting moonlighting（业余兼职的）local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

Most importantly, salespeople should be diplomatic and polite with angry customers.

“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

Why are store managers often the last to hear complaints?

A. Most customers won’t bother to complain even if they have had unhappy experiences.

B. Customers would rather relate their unhappy experiences to people around them.

C. Few customers believe the service will be improved.

D. Customers have no easy access to store managers.

What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?

A. New customers are bound to replace old ones.

B. It is not likely the shopper can find the same products in other stores.

C. Most stores provide the same.

D. Not complaining to the manager causes the shopper some trouble too.

What contributes most to smoothing over issues with customers?

A. Manners of the salespeople.

B. Hiring of efficient employees.

C. Huge supply of goods for sale.

D. Design of the store layout.

To achieve better shopping experiences, customers are advised to _________.

A. exert pressure on stores to improve their service

B. settle their disputes with stores in a diplomatic way

C. voice their dissatisfaction to store managers directly

D. shop around and make comparisons between stores

Rabbits are easy to raise. The long-eared animals are clean and quiet. They do not need a lot of room. And you do not have to spend a lot of money to feed them.   【小题1】 
One male and two females will produce in a year as many as fifty more rabbits. That is enough to provide a good supply of meat for a family. 【小题2】 
Rabbit houses are easy to make with wood and wire fencing material. They do not have to be very big. But each rabbit must have its own little room in the house. This is very important. Each room should be about 75 centimeters wide, 60 centimeters high and one meter deep. Fencing is used for the sides and floor of the rabbit house. The holes in the wire fencing should be about one centimeter square.   【小题3】  This keeps the rabbit house clean and dry. Rabbits need a lot of fresh air and sunlight. Cover the sides of the rabbit house only to protect it from rain.
 【小题4】   Feeding containers hung on the outside of the house let the rabbits eat whenever they want. They simply pull the grass and leaves through the holes in the wire fence.
Each room should have fresh water. The water containers should be heavy so the rabbits cannot turn them over.    【小题5】  
One month after mating, female rabbits give birth to about eight babies. In two months, a baby rabbit should weigh about two kilograms. This is big enough to make a meal for a small family.

　　In the United States in the early 1800’s, individual state governments had more effect on the economy than did the federal government. States controlled manufacturing, banking, mining and transportation firms and participated in the construction of various internal improvements such as canals, turnpikes（收费关卡）, and railroads. The states encouraged internal improvements in two distinct ways: first, by actually establishing state companies to build such improvements; second, by providing part of the capital for mixed public-private companies setting out to make a profit.
　　In the early nineteenth century, state governments also engaged in a surprisingly large amount of direct restricting activity, including extensive licensing and inspection programs. Licensing targets reflected both similarities in and difference between the economy of the nineteenth century and that of today: in the nineteenth century, state regulation through licensing fell especially on drug dealers, innkeepers and retail merchants of various kinds. The goods of trade generally came under state inspection and such important raw material as lumber and gunpowder were also subject to state control. Finally, state governments experimented with direct labor and business regulation designed to help the individual laborer or consumer, including setting maximum limits on hours of work and restrictions on price-fixing by business.
　　Although the states dominated economic activity during this period, the federal government was not inactive. Its goals were the facilitation of western settlement and the development of native industries. Toward these ends the federal government pursued several courses of action. It established a national bank to stabilize banking activities in the country and, in part, to provide a supply of relatively easy money to the region, where it was greatly needed for settlement. It permitted access to public western lands on increasing easy term, with a summit in the Homestead Act of 1862, by which title to land could be claimed on the basis of residence alone. Finally, it set up a system of tariffs（关税） that was basically protectionist in effect, although maneuvering for position by various regional interests produced frequent changes in tariff rates throughout the nineteenth century.
1.What does the passage mainly discuss？
　　A. States rights versus federal rights.
　　B. The participation of state governments in railroad, canal, and turnpike construction.
　　C. The roles of state and federal government in the economy of the nineteenth century.
　　D. Restricting activity by state government.
2.It can be inferred from the first paragraph that in the nineteenth century canals and railroads were ______.
　　A. built with money that came from the federal government
　　B. much more expensive to build than they had been previously
　　C. built predominantly in the western part of the country
　　D. sometimes built in part by state companies
3.According to the passage, which of the following is true of the Homestead Act of 1862？
　　A. It increased the money supply in the West.
　　B. It was a law first passed by state government in the West.
　　C. It made it increasingly possible for settlers to obtain land in the West.
　　D. It established tariffs in a number of regions.
4.Which of the following activities was the responsibility of the federal government in the nineteenth century？
　　A. Control of the manufacture of gunpowder.
　　B. Determining the conditions under which individuals worked.
　　C. Regulation of the supply of money.
　　D. Inspection of new homes built on western lands.

第二部分：语言知识及运用（满分25分）
第一节完形填空(共10小题；每小题1.5分，满分15分)
Trees are useful to man in three very important ways. They provide him with wood and other   __21__ ; they give him shade; they help to prevent drought(干旱)and  __22__.
Unfortunately, in many parts of the world, man has not realized that the third of these services is the most important.
Two thousand years ago a rich and powerful country cut down its trees to build warships, with which to gain itself an empire. It gained the empire, but,__23__its trees, its soil became hard and poor. When the empire fell to__24__,the home country found itself faced by floods and starvation.
Even where a government realizes the importance of a plentiful supply of trees, it is difficult for__25__to persuade the villager to see this. The villager wants wood to cook his food with ; and he can earn money by making charcoal or selling wood to the townsman. He is usually too lazy or too careless to plant and look after new trees. So, unless the government has a good system of control, or can__26__the people, the forests will slowly disappear.
This does not only mean that the villagers’ sons and grandsons have__27__trees. The results are even more serious; for where there are trees, their roots break the soil up—allowing the rain to sink in—and also bind(结合)the soil, thus preventing its__28__washed away easily, but where there are no trees ,the rain falls on hard ground and carrying__29__with it the rich top soil, in which crops__30__so well. With all the topsoil gone, nothing remains but worthless desert.
21．A. uses                  B. products                   C. production                D. result
22．A. floods           B. soil                         C. air                           D .sunlight
23．A. with                 B. by                           C. on                           D. without
24．A. break        B. unite                        C. bits                          D. pieces
25．A. it                  B. them                        C. he                            D. they
26．A. ask                   B. educate                    C. want                        D. remove
27．A. a few            B. fewer                       C. a little                      D. little
28．A. been             B. being                       C. is                             D. was
29．A. away            B. off                           C. with                         D. by
30．A. come            B. grow                        C. get                           D. Turn

A rainforest is an area covered by tall trees with the total high rainfall spreading quite equally through the year and the temperature rarely dipping below l6℃. Rainforests have a great effect on the world environment because they can take in heat from the sun and adjust the climate. Without the forest cover，these areas would reflect more heat into the atmosphere，warming the rest of the world. Losing the rainforests may also influence wind and rainfall patterns，potentially causing certain natural disasters all over the world.
In the past hundred years，humans have begun destroying rainforests in search of three major resources（资源）：land for crops，wood for paper and other products，land for raising farm animals. This action affects the environment as a whole. For example，a lot of carbon dioxide（二氧化碳）in the air comes from burning the rainforests. People obviously have a need for the resources we gain from cutting trees but we will suffer much more than we will benefit.There are two main reasons for this. Firstly，when people cut down trees，generally they can only use the land for a year or two. Secondly，cutting large sections of rainforests may provide a good supply of wood right now，but in the long run it actually reduces the world’s wood supply.
Rainforests are often called the world’s drug store. More than 25％ of the medicines we use today come from plants in rainforests. However，fewer than l％of rainforest plants have been examined for their medical value. It is extremely likely that our best chance to cure diseases lies somewhere in the world’s shrinking rainforests.
【小题1】Rainforests can help to adjust the climate because they