高考英语阅读理解巩固练习48文档格式.docx
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高考英语阅读理解巩固练习48文档格式.docx
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本文的寓意又是什么呢?
1.Whywerethechildrenhidinginthetree?
A.TheywantedtowatchMrs.Tailordoherhouseworkclosely.
B.Theywereplayingahide-and-seekgame.
C.TheywantedtofindoutiftherumorsaboutMrs.Tailorweretrue.
D.Theywerepretendingtobespies.
【详解剖析】 事实细节题。
由首段尾句Theyweredeterminedtofindoutifshereallywasawitch.可知孩子们想看看人们对老太太是巫师的传言是否是真的。
【最佳选项】 C
2.Mrs.Tailorstoppedsweepingwhen________.
A.herfrontstepswereclean
B.shenoticedthechildreninthetree
C.shewasreadytotakeaflight
D.sheheardthehencackling
由第二段倒数最后一句可知答案为D。
【最佳选项】 D
3.BendidnotrushtohelpMrs.Tailorbecause________.
A.hethoughtthatshecouldbetrickingthem
B.heknewthattheyshouldnothavebeeninthetree
C.hedidnotseetheoldladyfalldown
D.hewasafraidofthethree-leggedcat
【详解剖析】 推理判断题。
从文中描述的内容可知,Ben认为Mrs.Tailor是一个巫师,他认为可能是Mrs.Tailor在使诡计,所以在两个女孩子前去救助时,他依然没有奔向前去帮助Mrs.Tailor。
【最佳选项】 A
4.Whichoftheseoldsayingsbestsuitsthestory’slessonforus?
A.Makehaywhilethesunshines.
B.Neverjudgeabookbyitscover.
C.Peopleinglasshousesshouldnotthrowstones.
D.Abirdinthehandisworthtwointhebush.
通读全文可以推知,作者想告诉我们“不要以貌取人或仅从事物的表象来判断事物”。
【最佳选项】 B
(2011·
浙江卷,C)
Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcommpainesaretryingtoachieveinordertokeepandincreasemarketshare.
Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;
thosetreatedbadlywilltelltheirtalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.
NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallscentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phone_rage”—causedbydelaysinansweringcall,beingcutoffinmidconversationorleftwaitingforlongperiods.
“Manypeopledonotliketalkingtomachines,”saysDr,Storey,SeniorlecturerinMarketingatCityUniversityBusinessSchool.“Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem—thesortofcomfortablefeelingspeoplehaveduringfacetofacechatswiththeirlocalbranchmanager.”
Recommendedwaysofcreatingcustomerdelightinclude:
underpromisingandoverdelivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo)replacingafaultyproductimmediately;
throwinginagiftvoucher(购物礼券)asanunexpected“thankyou”toregularcustomers;
andalwaysreturningcalls,evenwhentheyarecomplaints.
Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,“Iknowhowyoumustfeel”),andpossiblesolutions(replacement,compensationorwhateverfairnesssuggestsbestmeetsthecase).
Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.
ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname,jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinformationisavailableinstantlyonscreen.
BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.
Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas“wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreatertheriskofdisappointment.
本文阐述了顾客的满意度对企业发展的重要作用。
11.WecanlearnfromParagraph2that________.
A.complainingcustomersarehardtosatisfy
B.unsatisfiedcustomersreceivebetterservice
C.satisfiedcustomerscatchmoreattention
D.welltreatedcustomerspromotebusiness
答案:
D。
推理判断题。
A抱怨中的顾客难以令其满意;
B不满意的顾客得到更好的服务;
C满意的顾客得到更多的注意;
D良好的对待顾客促进企业的发展。
根据信息句“Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusiness”可以看出D项正确。
12.Thewritermentions“phonerage”(Paragraph3)toshowthat________.
A.customersoftenusephonestoexpresstheiranger
B.peoplestillprefertobuygoodsonline
C.customercarebecomesmoredemanding
D.customersrelyontheirphonestoobtainservices
C。
细节理解题。
A顾客常常用电话表达自己的愤怒;
B人们依然偏爱网上购物;
C客户关注更加成为人们的关注;
D顾客靠电话得到服务。
根据本段首句“NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet”可知C项正确。
13.Whatdoesthewriterrecommendtocreatecustomerdelight?
A.Callingcustomersregularly.B.Givinga“thankyou”note.
C.Deliveringaquickerservice.D.Promisingmoregifts.
A定期给顾客打电话;
B给“感谢”便条;
C给予快捷服务;
D许诺更多的礼物。
根据文中信息“sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo”和“replacingafaultyproductimmediately”可知C项正确,其他三项曲解了文意。
14.Ifamanagershouldshowhisempathy(Paragraph6),whatwouldheprobablysay?
A.“Iknowhowupsetyoumustbe.”B.“Iappreciateyourunderstanding.”
C.“I'
msorryforthedelay.”D.“Iknowit'
sourfault.”
A。
词义猜测题。
A我知道你准是很难过;
B我很感激你的理解;
C很抱歉,耽误您了;
D我知道,这是我们的错。
根据其后信息句“forexample,‘Iknowhowyoumustfeel’”可知A项正确。
15.Customerdelightisimportantforairlinesbecause________.
A.theirtelephonestyleremainsunchanged
B.theyaremorelikelytomeetwithcomplaints
C.theservicescostthemalotofmoney
D.thepoliciescanbeappliedtotheirstaff
B。
A他们的电话样式没变;
B他们很有可能遇到投诉;
C这些服务花费了他们很多钱;
D这些政策可以应用到职员身上。
根据文中信息“...delightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems”.推理可知,航空公司很有可能因为恶劣天气、行李主人不明以及技术等问题导致耽误顾客,以及被投诉,此时使顾客满意是很重要的市场手段。
16.Whichofthefollowingisconveyedinthisarticle?
A.Facetofaceservicecreatescomfortablefeelingsamongcustomers.
B.Companiesthatpromisemorewillnaturallyattractmorecustomers.
C.Acompanyshouldpromiselessbutdomoreinacompetitivemarket.
D.Customerdelightismoreimportantforairlinesthanforbanks.
事实理解题。
A面对面的服务创造顾客中舒适的感觉;
B承诺更多的公司自然吸引更多的顾客;
C在激烈的市场竞争中,公司应该少承诺,多做实事;
D顾客满意度对于航空公司来说比银行更重要。
通读全文不难排除A、B、D三项,根据最后一段可知C项正确。
D
全国卷,E)
“Ididn'
thearthemcallmyname,”explainedShelleyHennigtoActiveTeens(AT)asshetalkedaboutthatexcitingmomentonnationaltelevisionwhenshewonthehonorofMissTeenUSA2004.“Areyouready?
”iswhatsheheard.Thenshesaid,“Ishookmyheadno,andthentheysaid‘yes’anditwasannouncedagain.”
ItwasfourdaysafterthatlifechangingmomentfortheseventeenyearoldhighschoolstudentfromDestrehan,Louisianashewasstillon_cloud_nine.
“Iwassoshocked!
Ineverbelievedthatitcouldactuallyreallyhappen.”Presentintheaudience(观众)thatdaywere:
hermotherandfather,olderbrother,herfriends,andherdanceteacher.
Understandingwhymembersofherfamilyandherfriendswouldbethere,ATaskedwhyherdanceteacherhadtraveledsofartoseehercompete(比赛).“She'
salwaysbeenmyrolemodel.I'
vedancedwithhersinceIwassix.She'
sbeenthroughsomanydif
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