- 阅读理解A
题干：High-qualitycustomerserviceispreachedbymany,butactuallykeepingcustomershappyiseasiersaidthandoneShoppersseldomcomplaintothemanagerorownerofaretailstore,butinsteadwillalerttheirfriends,relatives,co-workers,strangers-andanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool.“Storytellinghurtsretailersandentertainsconsumers,”saidPaulaCourtney,PresidentoftheVerdegroup.”thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.Theresulting“snowballeffect”canbedisastroustoretailers.Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems,rankedsecondandthirdweregroceryandelectronicscustomers.Themostcommoncomplaintsincludefilledparkinglots,cluttered(塞满了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlightinglocalpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.Thisguidanceeliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.”saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentrancewouldhelp.”Customerscanalsoimprovefutureshoppingexperiencesbyfilingcomplaintstotheretailer,insteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.
题目： 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
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参考答案【正确答案：C】
细节题。文章的最后也给经历了不愉快消费体验的客户建议，filing complaints to the retailer, instead of complaining这里要重点区分instead of前后内容的根本区别，鉴于这个词组表达出的否定转折含义，自然可以了解作者是鼓励客户向商家直接投诉，而不是四处抱怨。所以答案是C. voice their dissatisfaction to store managers directly. 其他三个选项有的是对原文某些细节的篡改，有的是根据常识的其他做法，均不符合题意。
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- 5 【英译汉】 Almost invariably the better looking the person in the picture, the higher the person is rated. In the phrase, borrowed form Sappho, that the social scientists use to sum up the common perception, what is beautiful is good. In business, however, good looks cut both ways for women, and deeper than for men. A Utah State University professor, who is an authority on the subject, explains: In terms of their careers, the impact of physical attractiveness on males is only modest. But its potential impact on females, can be tremendous, making it easier, for example, for the more attractive to get jobs where they are in the public eye. On another note, though, there is enough literature now for us to conclude that attractive women who aspire（追求）to managerial positions do not get on as well as women who may be less attractive.
- 6 【阅读理解A】Why aren’t people enjoying better lives when they have jobs?
- A 、Because many families are divorced.
- B 、Because government aid is now rare.
- C 、Because their wages are low.
- D 、Because the cost of living is rising.
- 7 【阅读理解A】At the Better Baby Institute, _____.
- A 、the idea of “normal” achievement was challenged
- B 、children needed seven years to develop normally
- C 、unnatural development of normal children was achieved
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- 8 【阅读理解A】People nowadays can no longer achieve IQ scores as high as vos Savant's because_____.
- A 、the scores are obtained through different computational procedures
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- A 、business always emphasized themaintenance of customers.
- B 、they can directly get the service they need.
- C 、few customers will appeal to claims court.
- D 、impoliteness is a kind of bad service.
- E 、theyregard retailing as a temporary job.
- 、they have spent much time on TV and computers.
- 、shoppers are usually strident, frustrated and impatient.
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