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2011年普通高等学校招生全国统一考试(浙江卷)解析

英语

第一部分英语知识运用(共两节,满分80分)

从ABCD四个选项中,选出可以填入空白处地最佳选项,并在答题卡上将该项涂黑。

1.-I'msorryIdidn'tmakeittoyourpartylastnight.

—,Iknowyou'rebusythesedays.

A.OfcourseB.NokiddingC.That'sallnightD.Don'tmentionit

2.ExpertsthinkthatrecentlydiscoveredpaintingmaybePicsso.

A.the;不填B.a;theC.a;不填D.the;a

3.Batsaresurprisinglylonglivedcreaturessomealifespanofaround20years.

A.havingB.hadC.haveD.tohave

4.OneFriday,wewerepackingtoleaveforaweekendawaymydaughterheardcriesfor

help.

A.afterB.whileC.sinceD.when

5.1alwayswantedtodothejobwhichI'dbeentrained.

A.onB.forC.byD.of

6.Theschoolisn'ttheoneIreallywantedtogoto,butIsupposeriljusthavetoit,

A.makethebestofB.getawayfromC.keepaneyeonD.catchupwith

7.Sincepeoplearefondofhumor,itisaswellinconversationaselse.

A.anythingB.somethingC.anywhereD.somewhere

8.Englishisalanguagesharedbyseveraldiversecultures,eachofusesitsomewhat

differently.

A.whichB.whatC.themD.those

9.TheprofessorcouldtellbythelookinMaria'seyesthatshedidn'tunderstandasingle

wordofhislecture.

A.coldB.blankC.innocentD.fresh

10.Abankistheplacetheylendyouanumbrellainfairweatherandaskforitbackwhen

itbeginstorain.

A.whenB.thatC.whereD.there

11.一一How'syournewbabysitter?

-Weaskforabetterone.Allourkidslovehersomuch.

A.shouldB.mightC.mustn'tD.couldn't

12.Hedecidedthathewoulddriveallthewayhomeinsteadofatahotelforthenight.

A.puttingdownB.puttingoffC.puttingonD.puttingup

13.Tvebeenwritingthisreportforthelasttwoweeks,butithastobehandedin

tomorrow.

A.finallyB.immediatelyC.occasionallyD.certainly

14.Eventhebestwriterssometimesfindthemselvesforwords.

A.loseB.lostC.toloseD.havinglost

15.Themanagerwasworriedaboutthepressconferencehisassistantinhisplacebut,

luckily,everythingwasgoingonsmoothly.

A.gaveB.givesC.wasgivingD.hadgiven

16.Myscheduleisveryrightnow,butI'lltrytofityouin.

A.tightB.shortC.regularD.flexible

17.―CanIcomeandhavealookatyournewhouse?

—Yes,!

A.withpleasureB.IlikeitC.IquiteagreeD.byallmeans

18.Anyway,Ican'tcheathim---it'sagainstallmy.

A.emotionsB.principlesC.regulationsD.opinions

19.Iftheywinthefinaltonight,theteamaregoingtotouraroundthecitybytheir

enthusiasticsupporters.

A.beingcheeredB.becheeredC.tobecheeredD.werecheered

20.-Idon'tthinkI'llbeabletogomountain-climbingtomorrow.

9

A.AndhowB.HowcomeC.How'sitgoingD.Howaboutit

第二节:完形填空(共20小题;每小题1分,满分20分)

阅读下面短文,掌握其大意,然后从21~40各题所给的四个选项(A、B、C、D)中,

选出最佳选项,并在答题纸上将选项标号涂黑。

AlthoughIlovemylife,ithasn'tbeenalotoffunasI'vebeenillfor28years.

Musichasalwaysbeenagreatloveofmineand,inmy20s,whenmy21wasmore

manageable,I22tenyearsasaprofessionalsingerinrestaurants,playingandsingingfolk

songs.23thatwasyearsagoandtimeshavechanged.24Ilivewithmotherona

countryfarm.

Twoyearsago,IdecidedthatIwouldneedtohavesomekindofextraworkto25my

disabilitypension(残疾抚恤金).26Ineededtosleepintheafternoons,Iwaslimitedin

my27.1decidedthatIwouldconsider28tosinginginrestaurants.

Myfamilyareallmusicians,soIwas29whenIwentintoourlocalmusicstore.I

explainedthatIwantedtosingagainbutusingrecordedkaraokemusic.Iknewthatdiscswere

veryexpensiveandIreallydidn'thavealotof30togetstarted.And31youfindonly

threetofoursongsoutoftenonadiscthatyoucan32use.

WhenItoldtheowneroftheshopaboutmy33:hegavemealongthoughtful___

34"Thismeansalottoyou,doesn'tit?"hesaid.“Comewithme.”

Heledme35thecrowdedshopandtoabenchwithalargeprofessionalkaraokebox

onit.Heplacedhislargehand36onhistreasureandsaid,“Ihave800karaokesongsinhere.

Youcantakeyour37andI'llrecordthemforyou.Thatshouldgetyoustarted.^^

I38.Thankinghim,Imadeatimewithhimtolistentoallthesongsandchoose39

thatIcouldsing.Ihavecomefullcirclewithhishelp.

His40stillwarmsmyheartandmakesmedojustthatbitextra,whenIhavethechance.

21.A.lonelinessB.sadnessC.tirednessD.sickness

22.A.setB.enjoyedC.keptD.shared

23.A.GladlyB.EventuallyC.UnfortunatelyD.Surprisingly

24.A.NowB.ThenC.SometimeD.Meanwhile

25.A.adduptoB.makeupforC.getridofD.takeadvantageof

26.A.IfB.AsC.ThoughD.Before

27.A.movementB.conditionC.choicesD.positions

28.A.reachingoutB.livingupC.gettingonD.goingback

29.A.recognizedB.interviewedC.foundD.invited

30.A.moneyB.timeC.energyD.knowledge

31.A.thusB.onceC.seldomD.often

32.A.actuallyB.hardlyC.nearlyD.formerly

33.A.jobB.familyC.ideaD.offer

34.A.faceB.viewC.lookD.sight

35.A.overB.alongC.towardsD.through

36.A.unhappilyB.lovinglyC.pitifullyD.gratefully

37.A.pickB.turnC.roleD.step

38.A.hadtocryB.oughttocryC.shouldhavecriedD.couldhavecried

39.A.moreB.theonesC.fewD.therest

40.A.courageB.devotionC.kindnessD.trust

【点评】

2011年高考英语浙江卷完形填空部分原文节选于读者文摘;Reader'sDigest)澳大利亚版,

考题略有删节,并替换掉原文中超过高考范围的词汇,采取同义词替换的手段使原文表述通

畅。所选文章延续历年出题模式,以记叙文为题材,选取作者在生命中不平凡的阶段受到陌

生人帮助的事实,歌颂和赞扬人间真情和助人的美德。

【解析】

21题,属于上文提示法,首句中出现ill,此选项应是ill的同义表达,故选D.sicknesso

22题,属于上文提示法,上句出现病情可以manageable,所以作者应该是享受那段过

去的美好时光,故选B.enjoyedo此选项在2009年全国一卷完形填空部分第41题出现过,

且也为正确选项。

23题,属于下文解释法,下文出现发生改变,结合首句作者生病,可推出作者表达的

是不幸的情绪,故选C.unfortunately。此选项为高考完形填空中的的高频选项。

24题,属于转折对比法,上文出现yearsago和changed,因此推出此题应回归现实,故

选A.now。此选项在2009年浙江卷完形填空部分第37题出现过,且也为正确选项。

25题,属于固定搭配法,addupto总计,makeupfor弥补,补偿,getridof处理,摆脱,

takeadvantageof利用,此题应选B.makeupfor。此选项考生不应陌生,2009年浙江卷完形填

空部分第21题D选项曾出现过此词,可见背历年考题中的选项部分的重要性。

26题,属于逻辑关系法,此法多用于句子与句子之间,解决连词的问题。此题因为作

者下午需要睡觉,所以受到限制。故选B.As。

27题,属于上文解释法,第三段首句提到作者打算做某事,但由于病情,下午需要睡

觉,所以选择受限,故选C.choices。

28题,属于前后照应法,上文提到过几年之前唱歌的事实,此处再次出现要去唱歌,

故选D.goingbacko

29题属于中文代入法,全家都是音乐家,所以走进音像店会被认出,故选A.recognized。

30题,属于AandB法,这是并列结构,要求前后词性与词义要相似,几乎在每年的高

考完形中都会考查这个知识点。本题and之前说东西很贵,之后理应推出没有足够的钱,故

选A.moneyo

31题,属于反义多一对,即四个选项中有一组反义词,答案多在这组反义词中出现。

此题C和D构成反义结构,根据文章信息,故选D.often。

32题,属于中文代入法,实际上一张光盘里的十首歌也只有三/四首可以用,故选

A.actually©

33题,属于上文提示法,上文中作者有提到过想再次唱歌的这个想法,故选C.idea。

34题,属于同义辨析法,此考查点多在四级考试完形填空部分中出现,在2008年高考

英语浙江卷第26题也曾考查过,当年的难度系数约为0.32。此题中的B.view强调的是眺望

风景,C.look强调看的眼神,D.sight强调视力,本文店主深深地看了作者,属于眼神之间

的交流,故选C.looko

35题,属于固定搭配法,店主带领作者穿过拥挤的店铺,从空间穿过,故选D.through。

36题,属于感情色彩法,此法多用于解决形容词或副词。下文出现treasure,因此可以

推出店主对自己的宝物爱不释手,心爱地触摸,故选B.lovingly。

37题,属于固定搭配法,takeyourpick,美国俚语,随你挑选的意思,故选A.picko

38题,属于语法识别法,近几年高考完形填空部分逐步淡化语法点考查,一般只会涉

及一道。C.shouldhavecried,本应该做的事情而没有做,放在原文中过于牵强,而本题是作者

受到店主的感激,非常感动,本可以哭但没有哭,故选D.couldhavecriedo

39题,属于寻找重复法,31题与32题之前曾出现onlythreetofoursongs...canuse,对

应...couldsing,故选B.theoneso

40题,属于主旨概况法,即所选选项要与原文中心相一致。本文详细描述店主对作者

的帮助,店主的善举感动作者,故选C.kindness。

第二部分:阅读理解(第一节20小题,第二节5小题;每小题2分,满分50分)

第一节:阅读下列材料•,从每题所给的四个选项(A、B、C和D)中,选出最佳选项,

并在答题纸上.将该选项标号涂黑。

A

OneeveninginFebruary2007,astudentnamedPaulaCeelybroughthercartoastopona

remoteroadinWales.Shegotouttoopenametalgatethatblockedherpath.That'swhenshe

heardthewhistlesoundedbythedriverofatrain.HerRenaultCliowasparkedacrossarailway

line.Secondslater,shewatchedthetraindraghercaralmostakilometredowntherailwaytracks.

Ceely'snearmissmadethenewsbecausesheblameditonherGPS(导航仪).Shehadnever

driventheroutebefore.Itwasdarkandrainingheavily.CeelywasrelyingonherGPS,butit

madenomentionofthecrossing.putmycompletetrustinthedeviceanditledmerightinto

thepathofaspeedingtrain,“shetoldtheBBC.

Whoistoblamehere?RickStevenson,whotellsCeely'sstoryinhisbookWhenMachines

FailUs,pointsthefingeratthelimitationsoftechnology.Weputourfaithindigitaldevices,he

says,butourdigitalhelpersaretoooftennotuptothejob.Theyarefilledwithsmallproblems.

Andit'snotjustGPSdevices:Stevensontakesusonatourofdigitaldisastersinvolving

everythingfrommobilephonestowirelesskeyboards.

Theproblemwithhisargumentinthebookisthatit5snotclearwhyheonlyfocuseson

digitaltechnology,whiletheremaybeanumberofotherpossiblecauses.Amap-makermight

haveleftthecrossingoffapapermap.MaybeweshouldblameCeelyfornotpayingattention.

Perhapstherailwayauthoritiesareatfaultforpoorsingallingsystem.Ormaybesomeonehas

studiedtherelativedangersandworkedoutthattherereallyissomethingspecificwrongwiththe

GPSequipment.ButStevensondoesn'tsay.

It'saproblemthatrunsthroughthebook.Inasectiononcars,Stevensongivesanaccountof

theadvancedtechniquesthatcriminalsusetodefeatcomputer-basedlockingsystemsforcars.He

offerstwoindependentsetsoffiguresoncartheft;bothshowasmallriseinsomepartsofthe

country.Hesaysthatonceagainnotallnewlockshaveprovedreliable.Perhaps,butmaybeit's

alsoduetotheshortageofpolicemenonthestreets.Orchangingsocialcircumstances.Orsome

combinationofthesefactors.

Thegamebetweenhumansandtheirsmartdevicesisamusingandcomplex.Itisshapedby

economicsandpsychologyandthecultureswelivein.Somewhereinthemixofthoseforcesthere

maybeawayforawiseruseoftechnology.

Ifthereissuchaway,itshouldinvolvemorethanjustanawarenessoftheshortcomingsof

ourmachines.Afterall,wehavelivedwiththemforthousandsofyears.Theyhaveprobablybeen

foolingusforjustaslong.

41.WhatdidPaulaCeelythinkwasthecauseofheraccident?

A.Shewasnotfamiliarwiththeroad.

B.Itwasdarkandrainingheavilythen.

C.Therailwayworkersfailedtogivethesignal.

D.HerGPSdevicedidn'ttellheraboutthecrossing.

42.Thephrase“nearmiss^^(Paragraph2)canbestbereplacedby.

A.closehitB.heavylossC.narrowescapeD.bigmistake

43.WhichofthefollowingwouldRickStevensonmostprobablyagreewith?

A.Modemtechnologyiswhatwecan'tlivewithout.

B.Digitaltechnologyoftenfallsshortofourexpectation.

C.Digitaldevicesaremorereliablethantheyusedtobe.

D.GPSerrorisnottheonlycauseforCeely'saccident.

44.Inthewriter'sopinion,Stevenson'sargumentis.

A.one-sidedB.reasonableC.puzzlingD.well-based

45.Whatistherealconcernofthewriterofthisarticle?

A.Themajorcausesoftrafficaccidentsandcarthefts.

B.Therelationshipbetweenhumanandtechnology.

C.Theshortcomingsofdigitaldevicesweuse.

D.Thehumanunawarenessoftechnicalproblems.

pump/pAmp/60mHbi叫byaiax9eamount:The(KvxuaUelopump

upaporu.oZzTJpumpupthevoiwmra6if!

►noun(CjDtYicaO1Oapiece</equipmentwhichw

usedtocauneliquid,airorgwtomovefromoneplacepump-action/*pAmp.«!k.JvtViKFOKNOUN

toanother:awaitf/bicyxle/Juflpumpo•UKprtntl/usdeicnbesadevicewhichoperate*byforcingmmethi%.

EpumpSMO€O2'USUALLYPLMM]US(UKCOUftShoe)especiallyair.inorouto(acldspaceorcontainer:a

ntypeofplainshoewitharaisedKEELandnowayatpurfip-adionshotgunoap^anp-actionitnlet

fiuitrrungitIoihcfootwhich示wornbywomen

'pump.primingnoun(U)SPECMUODtheactivityof

3[USUAUYPLURAL]»type</flatshoe,likeaHALLTT

helpiMabusing,pn>gnimme,cconocny,etc.to

dancer^shoe,whichiswornbywomen4USUALLY

<lockf»bygivingitlaociey:TKegot^nunenfisOMniinf

PLURAL;UK•ilalshoemadeoiheavydoth,whicht*

small,pu/nf»^priminf[gmnlAtoiin^lrmotherswhoart

WOEbychildrenfoedoingsports

Avorf,UQUKVGMC1[TUSiMiv♦M/1*REPJtoforceliquidstartingthtirIWCTIMines-

«即ntomoveMxncwhcrc:Ourlalertntachiwcanpumpapun/pAfi/

hundndgallantamirudr.oThenewtawnpumpedinto►nounfc}ahumorousuwofnwordorphraM:which

Hararetanks.TheheartblondthroughrAchasseveralmraningsnrwhichsoundslikeanother

arttna/roundihrbody,KFONMATION©2'.mwutov«ord:ShemadeacmipUofdrvadfxdpuw.cThisuu

keepmkingmconeforinf&iRpion.capwiallyinavrayttfll-knownjokebasedonaputi:*What'sblackand

thatisnotdirect:Sheuxupumpingmtfordftaihofthewhiteandred(aE^)OUotwr?""Anewspapfr."

ntwproject,Averb[I](-nn->tomakeapan

>idiomspump由,handtoSHAKEso<ne<Mie*»hand

(shoJdtheirhandiuximoveitupanddown.cspeciuUypunchaM

inordertogreetthem)•pumpIron八八toliftAnounwnO1O'CJtfcirccfulhitwitha»0(=d«3Bed

heavyweights(<wexerctM!:ThfMtlaysbathmenantihiind):S/tegovthimapuncAukon/usinthenooe.EFFECT

womenpumpironforfiinm.Q2u]thepowertobeintrnettingjmdhamastroc^efied

AphrasalvurtopumpatbIntosthtoapendAITofonpeople:/ftUthtpafanMW”speech/pnoentaii^

moneytryinglomakesomethingoperulesuccessfully:lacktiipunrh.DAMC03[COMU}•coldorho<drinktmefe

Theyhadbcmputnpin^nwneyinUithebtuineufortomebytnxit^fruitjuices,pieces</fniitandoftenwineor

ytanwiihoulseeinganyrrjulis.

otherakohnlirdnnk>TOOLO4:C]apiecec£equipment

pumpsthoutREMOVEO1toremovewaternrother

whichcutsholesinamBSrnalLypushingapieceofmdaJ

liquidfromwmethin^uxin|;apump,Wrtooktunu

duxiughit:atirkrtpunchHm<c,nwmdirhoUpunch

pumpingoutihtboat.MiOOUCt©2OSA^ROVING

topeodiacewonVtorkxxlmusicinawj»ythatisrepealed,airtw/wrc?

(orcefuiandcununuoua:77k-gcurrnmentpuntfUJt^Aerb.HHo1。iohi,someoneoartomrihin^with

oui血itvnaoldpropagandaoThecarradiotuixyourMST(scloKcdhand):Hepunchedhimin血

pumpingouimusicwithahearybrat.iMiuich.2MVMrustohitwithyourfingmthebuttom

pumpoutsthIfsomeone•xtocnnciiispumpedout.aonntelephoneorthekcy«ouakeyboarduseTOOL©3to

p048onou»suh&tanccisretnovrdfromitbybe;阳Muckedmakeaholrinsotnethingwithaspecialpieceof

throughahibe:ShehettoaluhospUalShearhercqitip«i>ent:IteasjtuJpunchingholesinsomrtheelt</

itomachpumpedouX.paper,oThubfU3loobiff-I'llhawlopunchanEra

pumpsbuprvjptFOHUALu)makesomeoneferlmorehaleinit.

confiden!orexcited://<acascffent\gthemcuiciccandAid沁mspunchsb'sHghUouttohileoenrone

)

tryinglopumpth4mup.o(RJTheplarrjteempumpingrepealcdlyvciyhard•punchthedockustopul«card

lhmwh>eiupbytingingthenatiwialanlhemEffortthr

iitloaftpeciaimachinetorecordthetime*youarriveal

4romr.

(UKIlea>vwork:Aftrr17gw(/punchingthedock、he

pumpstftup(M:1toGilsomethingwithairu»anga

jrulrfiso^ywwrtfwu»rxomingandwtuneverheardfrom

pump://areyoupumpedupthrbalLonruo/trout

pumpthetjreiuponmybUr.2IT^OMAALtoiiicreaweagain.

46.Whatdoestheword"pump"meanin“Heranineveryfiveminutestopumpmeaboutthe

case”?

A.Talkwith.B.Askforinformation.C.Listento.D.Providewithevidence.

47.WhenSallysays“TheTVprogramkeptpumpingoutcommercials”,shemaybe.

A.excitedB.interestedC.annoyedD.worried

48.Whatwillthegovernmentmostprobablyprovideifitisengagedinapump-priming

program?

A.Sumsofmoney.B.Rawmaterials.C.Humanresources.D.Mediasupport.

49.WhenSylviasays“HisspeechwasOKbutithadnorealpunch”,shethinksitwas

not.

A.fluentandimpressiveB.logicalandmoving

C.informativeandsignificantD.interestingandpowerful

【解析】

46.答案B。这道题是现学现卖型,考查的是学生的查阅资料能力。第二个三角形顺数第六

行讲至(J,"tokeepaskingsomeforinformation:shewaspumpingmefordetailsofthenew

project"跟问句中“pumpmeaboutthecase",跟这句话意思相符,这样,答案就很好得出

了。

47.答案C。第四个三角形,讲的是Pump的一些固定词组搭配,第一个pumpsthout第四

行,toproducewordsorloudmusicinawaythatisrepeated,forcefulandcontinuous,也可

Athegovernmentkeepspumpingoutthesameoldpropaganda(政治宣传)得Hl。或者我

们结合生活常识,当我们在看喜欢的电视剧时,忽然出现一次又一次的广告,我们的情

绪是不是会很厌烦呢。所以选择C

48.答案Ao在文中找至pump-priming,thegovernmentisawardingsmall,pump-priminggrants

tosinglemotherswhoarestartingtheirownbusiness”,award是本题的诃眼,与解题有关。

说到奖励,当然跟钱少不了关系,所以选择A

49.答案D。前面的一些题目是围绕pump,本段跳跃到punch,所以要毫无顾忌地跳过pun,

直接寻找有punch的板块。顺数第三行,thepowertobeinterestingandhaveastrongeffect

onpeople,以及紧随其后的例子Ifelttheperformance/speech/presentationlackedpunch.

看出,尤其是词眼“speech”刚好有对应,所以选D

C

Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromise

customersatisfaction.Today,customerttdelighf,iswhatcompaniesaretryingtoachieveinorder

tokeepandincreasemarketshare.

Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearchers,that

customersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;those

treatedbadlytelltalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheir

complaintsarehandledfairlywillstayloyal.

Newchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservices

throughtelephonecallcentersandtheInternet.Forexample,manycompaniesnowhavetoinvest

(投资)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe

“phonerage”——causedbydelaysinansweringcalls,beingcutoffinmid-conversationorleft

waitingforlongperiods.

“Manypeopledonotliketalkingtomachines,saysDr,Storey,SeniorLecturerinMarketing

atCityUniversityBusinessSchool."Banks,forexample,encouragestaffatcallcenterstouse

customerdatatoestablishinstantandgoodrelationshipwiththen.Theaimistomakethe

customerfeeltheyknowyouandthatyoucantrustthem-thesortofcomfortablefeelingspeople

haveduringface-to-facechatswiththeirlocalbranchmanager.^^

Recommendedwaysofcreatingcustomerdelightinclude:under-promisingand

over-delivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdone

withintwo)replacingafaultyproductimmediately;throwinginagiftvoucher(购物礼券)asan

unexpected“thankyou“toregularcustomers;andalwaysreturningcalls,evenwhentheyare

complaints.

Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevel

promised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapology

andanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,

knowhowyoumustfeel"),andpossiblesolutions(replacement,compensationorwhatever

fairnesssuggestsbestmeetsthecase).

Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhas

convincedthematthatdelightingpassengersisanimportantmarketingtool,whilethereisgreat

potentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnical

problems.

ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelarge

volumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheir

names,jobtitleanda“weareheretohelp“attitude.Thecompanyhasinvestedheavilyin

informationtechnologytomakesurethatinformationisavailableinstantlyonscreen.

BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaff

aretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.

Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedslogans

suchas“wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreaterthe

riskofdisappointment.

50.WecanlearnfromParagraph2that.

A.complainingcustomersarehardtosatisfy

B.unsatisfiedcustomersreceivebetterservice

C.satisfiedcustomerscatchmoreattention

D.well-treatedcustomerspromotebusiness

51.Thewritermentions“phonerage'XParagraph3)toshowthat.

A.customersoftenusephonestoexpresstheiranger

B.peoplestillprefertobuygoodsonline

C.customercarebecomesmoredemanding

D.customersrelyontheirphonestoobtainservices

52.Whatdoesthewriterrecommendtocreatecustomerdelight?

A.Callingcustomersregular.B.Gibinga“thankyou“note..

C.Deliveringaquickerservice.D.Promisingmore

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