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2011年浙江英语高考试题及答案 word版3

作者:   发布时间:2011-06-15 05:46:01   浏览次数:1934

   In the more and more competitive scrvice 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.
  It was Saturday . As always, it was a busy one, for “Six days shall you labor and do all your work” was taken seriously back then. Outside,Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs. Patrick  were engaged in spring cleaning.
      Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets , they had sent him to the  kitchen for string(线). It seemed there was no limit to the heights to which kites would  fly today.
   My mother looked at the sitting room ,its furniture disorderd for a thorough sweeping, Agun she cast a look toward the window. “Come on, girls ! Let’s take string to the boys and watch them
  On the way we met Mrs. Patrick, laughing guiltily as if she were doing something
wrong, together with her girls.
   There never was such a day for flying kited! We played all our fresh string into  the boys’ kites and they went up higher and higher .We could hardly distinguish   the orange-colored spots of the kites. Now and then we slowly pulled one kite back, watching it dancing up and down it the wind, and finally bringing it down to earth , just for the joy of sending it up again.
   Even our fathers dropped their tools and joined us. Our mothers took their turn, laughing like schoolgirls. I think we were all beside ourselves. Parents forgot their  duty and their dignity; children forgot their everyday fights and little jealousies. “Perhaps it’s like this in the kingdom of heaven,”  I thought confusedly.
   It was growing dark before we all walked sleepily back to house. I suppose we   had some sort of supper. I suppose there must have been a surface tidying-up, for the house on Sunday looked clean and orderly enough. The strange thing was , we didn't mention that day afterward. I flt a little embarrassed .Surely none of the others had been as excited as I. I locked the memory up in that deepest part of me where we  keep“the things that cannot be and yet they are.”
  The years went on, then one day I was hurrying about my kitchen in a city  apartment, trying to get some work out of the way while my three-year-old insistently  cried her desire to “go park ,see duck.”
  “I can’t go!”  I said. “I have this and this to do, and when I’m through I’ll be too  tired to walk that for.”
   My mother , who was visiting us , looked up from the peas she was shelling ,“It’s a wonderful day,”she offered,“Really warm , yet there’s a fine breczc . Do you  remember that day we flew kites?”
   I stopped in my dash between stove and sink . The looked door flew open and  with it a rush of memories. “Come on.”I told my little girl. “You’re right , it’s too  good a day to miss.”
    Another decade passed. We were in the aftermath (余波)of a great war. All evening we had been asking our returned soldier, the youngest Patrick Boy, about  his experiences as a prisoner of war. He had talked freely , but now for a long time  he had been silent . What was he thinking of – what dark and horrible things?
  “Say!” A smile slipped out from his lips . “Do you remember --- no, of course  you wouldn’t . It probably didn’t make the impression on you as it did on me.”
   I hardly dared speak.“Remember what ?”
  “I used to think of that day a lot in POW camp(战俘营), when things weren’t too  good. Do you remember the day we flew the kites?”
Mrs. Patrick was laughing guilnly because she thought       .
A. she was too old to fly kites
B. her husband would make fun of her
C. she should have been doing her housework then
D. her girls weren’t supposed to play the boy’s game
57. By“we were all beside ourselves”, the writer means that they all      .
   A. felt confused                    B. went wild with joy
   C. looked on                      D. forgot their fights
58.  What did the writer think after the kite-flying?
A. The boys must have had more fun than the girls.
B. They should have finished their work before playing.
C. Her parents should spend more time with them.
D. All the others must have forgotten that day.

59. Why did the writer finally agree to take her little girl for an outing?
A. She suddenly remembered her duty as a mother.
B. She was reminded of the day they flew kites.
C. She had finished her work in the kitchen.
D. She thought it was a great day to play outside.

60.The youngest Patrick Boy is mentioned to show that _____ .
   A. the writer was not alone in treasuring her fond memories
   B. his experience in POW camp threw a shadow over his life
   C. childhood friendship means so much to the writer
   D. people like him really changed a lot after the war


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