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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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