（浙江卷12）. After that, he knew he could __ any emergency by doing what he could to the best of his ability.

  A. get away with        B. get on with          C. get through         D. get across

（2011·浙江卷）C

   In the more and more competitive service industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or 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, 80 percent of people who feel their complaints are handled fairly will stay loyal

     New llenges for customer care have come when peoplecan obtain  goods and services through  telephone call centers and the Intemet. 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 left waiting for long periods.

“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketng 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 customet feel they know you and that you can trest— 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 camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar 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 aplogy 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 faimess suggests best meets the case).

           Airlines face some of the tourhest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems .

   For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings 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 investod heavily in information technology to make sure that infomation is available instantly on scren.

     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.

50. We can learn from Paragraph 2 that       .

A.  complaining customers are hard to satisfy

B.  unsatisfied customers receive better service

C.  Satisfied customers catch more attention

D.  well-treated customers promote business

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

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more attention

D. customers rely on their phones to obtain services 

52.  What does the writer recommend to create delight?

A. Calling customers regularly    B. Giving a “thank you” note.

C. Delivering a quicker service    D. Promising more gifts.

53. If a manager should show his empathy (Paragraph6), what would he  probably say?

A.“I know how upset you must be.”   B.“I appreciate your understanding.”

C. “I’m sorry for the delay.”          D.“I know it’s our fault.”

54. Customer delight is important for airlines because      .

A. their telephone style remains anchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

55. Which of the following is conveyed in this article?

A. Face-to-face service creatcs comfortable feelings among customers.

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for airlines than for banks.

完形填空（2）    阅读下面短文，掌握其大意，然后从11~20各题所给的A、B、C和D项中，选出最佳选项，并在答题卷上将该项涂黑。

So you have been called for an interview — well done! Your effort has 11        . You will feel better at the interview if you show an understanding of the  12         of the organization.

Carelessness could  13         you the job. Arrive at least 15 minutes before time. This will give you a chance to look around, read the notice board and get the   14          of the place. Lateness at interviews creates a bad impression. The first impression the interviewer gets  15          you is formed as you walk through the door, so take a couple of deep breaths.

Don’t take a seat until asked. Make eye contact when you are  16         and again if you shake hands and during questioning. Eye contact opens up the communication channel.

Be ready for the question “Is there anything you want to ask?” Before the interview you should get ready for two or three such questions. Look on these not just as a 17          to get information but as a means to  18         your prospects in the employer’s estimation. Asking can show   19          and avoid asking about holidays, pension and so on. It looks as if you are tired even before you begin.

And if you fail, look upon the interview as a (an)  20             in itself.

11．A．paid off    B．paid back  C．come out                D．come true

2,4,6

12．A．nature      B．character   C．business                  D．structure

13．A．give  B．leave C．cost                 D．take

14．A．feel   B．sense C．feeling                    D．impression

15．A．on     B．from C．with                D．of

16．A．asked       B．questioned       C．greeted                   D．permitted

17．A．right B．channel     C．chance                    D．path

18．A．make B．increase    C．help                D．improve

19．A．knowledge       B．ability      C．information                    D．thoughts

20．A．lesson       B．feeling      C．experience                  D．suffering

 

完形填空（2）    阅读下面短文，掌握其大意，然后从11~20各题所给的A、B、C和D项中，选出最佳选项，并在答题卷上将该项涂黑。
So you have been called for an interview — well done! Your effort has 11        . You will feel better at the interview if you show an understanding of the  12         of the organization.
Carelessness could  13         you the job. Arrive at least 15 minutes before time. This will give you a chance to look around, read the notice board and get the   14          of the place. Lateness at interviews creates a bad impression. The first impression the interviewer gets  15          you is formed as you walk through the door, so take a couple of deep breaths.
Don’t take a seat until asked. Make eye contact when you are  16         and again if you shake hands and during questioning. Eye contact opens up the communication channel.
Be ready for the question “Is there anything you want to ask?” Before the interview you should get ready for two or three such questions. Look on these not just as a 17          to get information but as a means to  18         your prospects in the employer’s estimation. Asking can show   19          and avoid asking about holidays, pension and so on. It looks as if you are tired even before you begin.
And if you fail, look upon the interview as a (an)  20             in itself.
11．A．paid off    B．paid back  C．come out                D．come true

2,4,6

12．A．nature      B．character   C．business                  D．structure

13．A．give  B．leave C．cost                 D．take
14．A．feel   B．sense C．feeling                    D．impression
15．A．on     B．from C．with                D．of
16．A．asked       B．questioned       C．greeted                   D．permitted
17．A．right B．channel     C．chance                    D．path
18．A．make B．increase    C．help                D．improve
19．A．knowledge       B．ability      C．information                    D．thoughts
20．A．lesson       B．feeling      C．experience                  D．suffering

(2007年普通高等学校夏季招生考试英语（浙江卷）)E

I began working in journalism(新闻工作)when I was eight. It was my mother’s idea. She wanted me to “make something” of myself, and decided I had better start young if I was to have any chance of keeping up with the competition.

With my load of magazines I headed toward Belleville Avenue. The crowds were there. There were two gas stations on the corner of Belleville and Union. For several hours I made myself highly visible, making sure everyone could see me and the heavy black letters on the bag that said THE SATURDAY EVENING POST. When it was suppertime, I walked back home.

“ How many did you sell, my boy?” my mother asked.

“ None.”

“ Where did you go?”

“ The corner of Belleville and Union Avenues.”

“ What did you do?”

“ Stood on the corner waiting for somebody to buy a Saturday Evening Post.”

“ You just stood there?”

“ Didn’t sell a single one.”

“ My God, Russell!”

Uncle Allen put in, “ Well, I’ve decided to take the Post.” I handed him a copy and he paid me a nickle(五分镍币). It was the first nickle I earned.

Afterwards my mother taught me how to be a salesman. I would have to ring doorbells, address adults with self-confidence(自信), and persuade them by saying that no one, no matter how poor, could afford to be without the Saturday Evening Post in the home.

One day, I told my mother I’d changed my mind. I didn’t want to make a success in the magazine business.

“ If you think you can change your mind like this,” she replied, “ you’ll become a good-for-nothing.” She insisted that, as soon as school was over, I should start ringing doorbells, selling magazines. Whenever I said no, she would scold me.

My mother and I had fought this battle almost as long as I could remember. My mother, dissatisfied with my father’s plain workman’s life, determined that I would not grow up like him and his people. But never did she expect that, forty years later, such a successful journalist as me would go back to her husband’s people for true life and love.

56. Why did the boy start his job young?           

 A. He wanted to be famous in the future.                 B. The job was quite easy for him.

 C. His mother had high hopes for him.                    D. The competition for the job was fierce.

57. From the dialogue between the boy and his mother, we learn that the mother was _______.

 A. excited          B. interested                       C. ashamed   D. disappointed

58. What did the mother do when the boy wanted to give up?

 A. She forced him to continue.                      B. She punished him.

 C. She gave him some money.                       D. She changed her plan.

59. What does the underlined phrase “this battle”(last paragraph) refer to?

 A. The war between the boy’s parents.                    

 B. The arguing between the boy and his mother.

 C. The quarrel between the boy and his customers.

 D. The fight between the boy and his father.

60. What is the text mainly about?

 A. The early life of a journalist.                       B. The early success of a journalist.

 C. The happy childhood of the writer.        D. The important role of the writer in his family.