高三英语第二次月考试卷

合肥二中高三年级第二次月考英语试题

第一部分：听力（共两节，满分30分）

第一节（共5小题；每小题L5分，满分7.5分）

听下面5段对话。每段对话后有一个小题，从题中所给的A、B、C三个选项中选出最佳选

项，并标在试卷的相应位置。听完每段对话后，你都有10秒钟的时间来回答有关小题和阅读下

一小题。每段对话仅读一遍。

1.Wheredoestheconversationmostprobablytakeplace?

A.Ontheplayground.B.Inaclassroom.C.Inahospital.

2.Whenwillthewomancometoseetheprofessor?

A.At9:30.B.At10:00.C.At10:30.

3.Howmuchwillthewomanpayforthepost?

A.$3.B.$5.C.$8.

4.Whenwillthewomangetthebookshewants?

A.Thisafternoon.B.Tomorrowevening.C.Thedayaftertomorrow.

5.Whatistheprobablerelationshipbetweenthetwospeakers?

A.Colleagues.B.Cousins.C.Husbandandwife.

第二节（共15小题；每题1.5分，满分22.5分）

听下面5段对话。每段对话后有几个小题，从题中所给的A、B、C三个选项中选出最佳选

项，并标在试卷的相应位置。听每段对话前，你将有时间阅读各个小题，每小题5秒钟；听完后，

每小题将给出5秒钟的作答时间。每段对话读两遍。

听第6段材料，回答第6、7题。

6.Whatdayisittoday?

A.Wednesday.B.Thursday.C.Friday.

7.WhatwillDrStiffdoafterThursday?

A.Beonduty.B.Attendameeting.C.TakeaprivatetriptoSeattle.

听第7段材料，回答第8至10题。

8.Whydoesthemanbuygiftsforhiswife?

A.Becauseherbirthdayiscoming.

B.Becausetomorrowwillbetheiranniversary.

C.Becauseshedoesn'tlikethegiftsheboughtbefore.

9.Whatwillthemanbuyforhiswife?

A.Asweater.B.Anecklace.C.Chocolateandflowers.

10.Whatcanweknowabouttheman'swife?

A.Sheisverythin.B.Sheisveryspecial.

C.Sheisveryparticular.

听第8段材料，回答第11至13题。

11.Howlongwastheman'svacation?

A.4days.B.11days.C.15days.

12.Wheredotheman'sgrandparentslive?

A.Nearthecoast.B.Inasmalltown.C.InNewYorkCity.

13.HowdidthemangotoNewYorkCity?

A.Byboat.B.Bycar.C.Byair.

听第9段材料，回答第14至17题。

14.Whatistheprobablerelationshipbetweenthetwospeakers?

A.Anathleteandhercoach.B.Anathleteandhersupporter.

C.Acollegestudentandherprofessor.

15.Howmuchslowerwasthewomanthanthewinner?

A.0.1second.B.0.2second.C.1second.

16.Howisthewomannow?

A.Emotional.B.Calm.C.Indifferent.

17.Whatwillthewomandonext?

A.Turntohercoach.B.Giveupswimming.

C.Thinkaboutherdecisionagain.

听第10段材料，回答第18至20题。

18.Whatdothespeaker'sfriendsthinkofhim?

A.Heisproud.B.Heisoutofmind.

C.Hehaslearnedalesson.

19.Whycouldn'ttheDVDsthespeakerboughtabroadplayed?

A.BecausehisDVDplayerwasbroken.

B.BecausetheDVDswereoflowquality.

C.BecausetheDVDshadadifferentregioncode.

20.Whatcanweknowaboutthespeaker?

A.Hehastwohigh-definitionTVs.B.HemaybuyseveralDVDsofafilm.

C.Hehasneverseenafilminacinema.

第二部分：英语知识运用（共两节，满分45分）

第一节：语法和词汇知识（共15小题，每小题1分，满分15分）

从A、B、C、D四个选项中，选出可以填入空白处的最佳选项,并在答题卡上将该项涂黑。

21.iShallIgiveyouarideasyoulivesofaraway?

--Thankyou..

A.Itcouldn'tbebetterB.Ofcourseyoucan

C.IfyoulikeD.It'suptoyou

22.Tomisneverlateforwork.Whyisheabsenttoday?

■一Somethingtohim.

A.musthappenB.shouldhavehappened

C.couldhavehappenedD.musthavehappened

23.I'vetriedveryhardtoimprovemyEnglish,butbynomeanswithmyprogress.

A.theteacherisnotsatisfiedB.istheteachernotsatisfied

C.theteacherissatisfiedD.istheteachersatisfied

24.Carsdocauseussomehealthproblems—infactfarmoreseriousthanmobilephones

do.

A.oneB.onesC.itD.those

25.Theschoolsthemselvesadmitthatnotallchildrenwillbesuccessfulinthejobsthey

arebeingtrained.

A.inthatB.forthatC.inwhichD.forwhich

26.MyfriendMartinwasverysickwithastrangefever;,hecouldneithereatnorsleep.

A.asaresultB.afterallC.anywayD.otherwise

27.Ifyougrowupinlargefamily,youaremorelikelytodevelopabilitytogeton

wellwithothers.

A./;an;theB.a;the;/C.the;an;theD.a;the;the

28.Pleasetellmehowtheaccident.Iamstillinthedark.

A.camedownB.cameintobeingC.cameacrossD.cameabout

29.andnowaytoreduceherpainandsufferingfromtheterribledisease,thepatient

soughtherdoctor'shelptoendherlife.

A.HavinggivenuphopeofcureB.Withnohopeforcure

C.TherebeinghopeforcureD.Inthehopeofcure

30.1thinkyou'llgrowhimwhenyouknowhimbetter.

A.likingB.tobelikeC.tolikeD.tobeliking

31.Themanager,itcleartousthathedidn'tagreewithus,leftthemeetingroom.

A.whohasmadeB.havingmadeC.madeD.making

32.Thisnewmodelofcarissoexpensivethatitisthereachofthosewithaverageincome.

A.overB.withC.beyondD.below

33.Clinicalevidencebeganto,suggestingthatthenewdrugshadawiderrangeofuseful

activitiesthanhadbeenpredictedfromexperimentsinanimals.

A.operateB.strengthenC.approveD.accumulate

.34.・一Hurryup!AliceandSuearewaitingforyouattheschoolgate.

■--Oh!Ithoughttheywithoutme.

A.wentB.aregoingC.havegoneD.hadgone

35.ItwasApril29,2011PrinceWilliamandKateMiddletonwalkedintothepalacehallof

theweddingceremony.

A.thatB.whenC.sinceD.before

第二节：完形填空（共20小题；每小题1.5分，满分30分）

阅读下面短文，掌握其大意，然后从36-55各题所给的四个选项（A、B、C、D）中，选出最

佳选项，并在答题卡上将该项涂黑。

MysisterandIgrewupinalittlevillageinEngland.Ourfatherwasastruggling36、butI

alwaysknewhewas37.Henevercriticizedus,butused38tobringoutourbest.He'd

say,“Ifyoupourwateronflowers,theyflourish.Ifyoudon'tgivethemwater,theydie.“I39as

achildIsaidsomething40aboutsomebody,andmyfathersaid,u41timeyousay

somethingunpleasantaboutsomebodyelse,ifsareflectionofyou.9,HeexplainedthatifIlookedfor

thebest42people,Iwouldgetthebest43.FromthenonI'vealwaystriedto44

theprincipleinmylifeandlaterinrunningmycompany.

Dad'salsoalwaysbeenvery45.At15,Istartedamagazine.Itwas46agreatdeal

ofmytime,andtheheadmasterofmyschoolgavemea47:stayinschoolorleavetoworkon

mymagazine.

Idecidedtoleave,andDadtriedtoswaymefrommydecision,48anygoodfatherwould.

WhenherealizedIhadmadeupmymind,hesaid,"Richard,whenIwas23,mydad49metogo

intolaw.AndI've50regrettedit.Iwantedtobeabiologist,51Ididn'tpursuemy

52.Youknowwhatyouwant.Gofulfillit.”

As53turnedout,mylittlepublicationwentontobecomeStudent,anational54for

youngpeopleintheU.K.MywifeandIhavetwochildren,andI'dliketothinkwearebringingthem

upinthesamewayDad55me.

36.A.biologistB.managerC.lawyerD.gardener

37.A.strictB.honestC.specialD.learned

38.A.praiseB.courageC.powerD.warmth

39.A.thinkB.imagineC.rememberD.guess

40.A.unnecessaryB.unkindC.unimportantD.unusual

41.A.AnotherB.SomeC.AnyD.Other

42.A.onB.inC.atD.about

43.A.incaseB.byturnsC.bychanceD.inreturn

44.A.reviseB.setC.reviewD.follow

45.A.understandingB.experienceC.seriousD.demanding

46.A.takingupB.makingupC.pickingupD.keepingup

47.A.suggestionB.decisionC.noticeD.choice

48.A.andB.asC.evenifD.asif

49.A.helpedB.allowedC.persuadedD.suggested

50.A.alwaysB.neverC.seldomD.almost

51.A.ratherB.butC.forD.therefore

52.A.promiseB.taskC.beliefD.dream

53.A.thisB.heC.itD.that

54.A.newspaperB.magazineC.programD.project

55.A.controlledB.comfortedC.remindedD.raised

第三部分：阅读理解（共20小题，每题2分，满分40分）

阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题卡上将该

项涂黑。

A

Hewishestheholidayseasonwouldendalready.Hisbackaches,hisredsuitfeelslikeaspacesuit,

hischeekshavegonetightfromsmilingfor12hours-andstillthekidskeepcomingandcoming,like

antsatapicnic.AsChristmasbecomesmorecommercialized（商业化）acrosstheU.S.andCanada,so

mustSantas.Astheholidaybeginsearliereachyear,somustitsspokesmen.

Thequestionsfromchildrenthesedaysareharderthanever.Now,withthousandsofchildren

expectingafatherormotherservinginIraqorAfghanistan,thequestionsareasheart-breakingasthey

areunanswerable.Forexample,4tCanyoupleasebringDaddyhomefromthewarintimeforChristmas

morning?”

Santasalsohaveaprettygoodchanceofgettingsued（指控）.AprofessionalSantaClausinCanada

toldastory:ASantahadagirlonhisknee,andhecommented,uYouhaveniceeyesandnicehair.”

Thegirllatersaiditwassexualharassment（骚扰）.WhenaSantafeelsanxious,heoftenshowsitinthe

samewaysordinarypeopledo:TheSantaswerealwaysseentohangaroundatthedinnertablewhen

theshowended.Manyofthemjustsleepinbedforseveraldaysanddon'tseeotherchildrenagain.

56.Inthefirstparagraph,uspokesmen,,refersto.

A.businessmenB.politicalleaders

C.organisersoftheactivitiesD.SantaClauses

57.ThepassageimpliesthatthejobofSantaClausis.

A.well-paidB.veryhardC.worthdoingD.dangerous

58.Accordingtothethirdparagraph,Santasmaysometimesbeblamedfor.

A.doingsomethingagainstthelaw

B.hangingaroundthedinnertable

C.beinglazyandsleepinginbedfordays

D.notplayingtheirrolesasexpected

59.Whatwouldbethebesttitleforthepassage?

A.Christmas:NotaGoodFestivalforSantas

B.IsSantaClausReallyAlive?

C.AChristmasStory

D.WhatDoesSantaClausDoforChildren?

B

Whenaratherdirty,poorlydressedpersonkneelsatyourfeetandputsouthishandstobegfora

fewcoins,doyouhurryon,notknowingwhattodo,ordoyoufeelsadandhurriedlyhandoversome

money?Whatshouldourattitudetobeggarsbe?Therecanbenoquestionthattheworldisfullof

terriblysadstories.Itmustbeterribletohavenoideawhereournextmealisgoingtocomefrom.It

seemscruelnottogivesomemoneytobeggars.

Certainly,mostoftheworld'sgreatreligions（宗教）orderustobeopen-heartedandsharewhatwe

havewiththoselessfortunatethanourselves.Buthastheworldchanged?Maybewhatwasmorally（道

德方面）rightintheolddays,whenoneknewexactlywhointhevillagehadsufferedmisfortuneand

neededhelp,isnolongerthebestidea.Quiteafewpeoplewillnotgivetobeggars.Letuslookattheir

arguments.

First,somebelievethatmanycitybeggarsdressuponpurposetolookpitiableandactuallymakea

goodlivingfrombegging.Givingtobeggarsonlyencouragesthissortofevil（恶行）.Secondly,thereis

theworrythatthemoneyyougivewillbespentonbeer,wineordrugs.Thirdly,thereistheopinionthat

thereisnorealexcuseforbegging.Onemightbepoor,butthatisnoreasonfbrlosingone'ssenseof

prideandself-dependence.

Relatedtothisistheopinionthattheproblemshouldbedealtwithbythegovernmentratherthan

ordinarypeople.Somepeoplethinkbeggarsshouldgotothelocalgovernmentdepartmentandreceive

help.

Itishardtocometoanyfinalconclusion;therearevariouscasesandwemustdealwiththem

differently.Afewcoinscansavealifeinsomesituations,andevenifthemoneyiswasted,thatdoesnot

takeawaythemoralgoodnessofthegiver.

60.Whatismainlydiscussedinthepassage?

A.Moraldeedsofpeople.B.Religiousactivitiesofthechurch.

C.Moralgoodnessofthegiver.D.Argumentsongivingtobeggars.

61.Whatcanweinferfromthesentence“Buthastheworldchanged?^^inthesecondparagraph?

A.Peoplenolongerknowwhosuffersmisfortuneinthevillage.

B.Somepeoplewillnotdowhatwasmorallyrightinthepast.

C.Wedon'tmeetwiththosewhoneedhelpanymore.

D.Nowitisthegovernment'sdutytohelpthebeggars.

62.WhichofthefollowingisNOTmentionedinthepassage?

A.Somepeopledressuptopretendtobebeggars.

B.Somebeggarswantmoneytohelptheirchildrengotoschool.

C.Somebeggarsusethemoneytobuydrugs.

D.Somebeggarshavenoexcuseforbegging.

63.Inthelastparagraph,thewriterthinksthatitishardtocometoanyfinalconclusion,

because.

A.thecasescanbesodifferentB.therearesomanybeggars

C.thereissomuchmoneywastedD.therearesomanydifferentarguments

YOURKIDSAREAMAZING—especiallycomparedwitheverybodyelse's（whoseemtocryall

thetime）.Howdoyoushowyourloveforyourkidsthisholidayseason?Withtoysthataresmoothand

colorful,interactiveandexciting.Andwithonesthathaveeducationalvalue—becauseyouaretheboss.

1.FLAXARTHOSPITALPUZZLEANDPLAYSET

Hereisatoythatdoesn'tneedpower—andthekidshavetoputittogetherthemselves.This

50-piecepuzzlesetismadeofsoft-edgedhardwoodandmakesacompletehospital,withanX-rayroom.

Italsoincludeseightpatients,acarandadriver.$135;flaxart.com.

2.TINYLOVEACTIVITYBALL

Sure,it'scool,butthiscolorfulbabytoyalsodevelopsproblemsolvingandmotorskills.Ithasa

headandlegs,amagnetic（磁性的）handandatail.Suitableforlittleonesfrom6to36months.$19.95;

tinylove.com.

3.ROBOSAPIEN

Thissmall,remote-controlrobotisreallypowerful.Itperforms67preprogrammedfunctions（功能）,

includingthrowing,kicking,pickingupanddancing.Youcanevenprogramyourownfunction-which,

sadly,doesnotincludedoingwindows.$99;robosapienonline.com.

4.MINIPEDALCAR

WantaMiniCooperbutcan'tfitthefamilyinside?Getoneforthekids.Theycanjumpintothis

Minicar,whichcomesinhotorangewithasingleadjustable（可调的）seat,andrideaway.Butitcould

spoilthemforthatusedcarthey'llbedrivingwhentheyturn16.Forages3to5.$189;mininss.com

（clickon“gearup,"then“Minimotoringgear"）.

64.Whichtoyissaidtohavethespecialdesignforchildren'ssafety?

A.ROBOSAPIEN

B.MINIPEDALCAR

C.FLAXARTHOSPITALPUZZLEANDPLAYSET

D.TINYLOVEACTIVITYBALL

65.Whichtoysarefitforthree-year-oldkids?

A.1and3.B.2and4.C.1and2.D.3and4.

66.EducationalvalueismentionedinallthetoysEXCEPT.

A.FLAXARTHOSPITALPUZZLEANDPLAYSET

B.TINYLOVEACTIVITYBALL

C.ROBOSAPIEN

D.MINIPEDALCAR

67.Thispassageiswrittenfor.

A.parentsB.childrenC.thewriterD.theboss

TheteagardensinSriLankaareactuallylargeestates（种植园）.Thebestteausuallycomesfrom

plantsgrownonhighgrounds,thecoolhilltopswithrowsandrowsofteaplants.Theplantsareabout

onemetreapart.Theplantisoftenprunedsothatitremainsonly60to90centimetreshigh.Pruningis

importantbecauseitencouragesthegrowthoftendershoots,oryoungleaves.Itisfromtheseshootsthat

thebestteaisgot.

Practicallyalltheteapickersarewomen.Theestatesprefertoemploywomenpickersbecausethey

aremorecareful.Theirthinfingerscaneasilyremovethetwinleavesandnewshootsfromtheplant,

whicharethepartsusedforprocessing（力口工）tea.Thepickerscarrylargebasketsintowhichtheythrow

theirpickings.Askilledworkercanharvestbetween9to14kilogrammesoftealeavesaday.Usually

newshootscanbepickedfromtheplantsabouteverytenorfifteendays.

Processingteashootsintothefamiliardrytealeavesrequiresgreatcareandskill.Therearevarious

methodsofprocessingdependingonthetypeoftearequired.Forblacktea,theyounggreenleavesare

firstspreadoutonshelvestodry.Thisprocessremovesmuchofitswaterandtheleavesbecomesoft.

Afterthis,theleavesarepassedthroughheavyrollers.Thisoperationwillpresstheleavesforjuices

whichgivetheteabothitscolourandtaste.Thentheleavesarespreadoutonfloorsandlefttoferment

（发酵）underwetconditions.Fermentationdevelopstherichtasteofblacktea.Thefermentedleavesare

thendriedwithahot-airbloweruntiltheybecomerolled-upblackleaves.Thefinalstepistosortand

gradethembeforetheblackteaisreadyforsaletocountriesallovertheworld.

68.Inthefirstparagraph,theword"pruning“means.

A.regularcuttingoftheplantsB.frequentwatering

C.regularuseofchemicalsD.growingtheplantshighinthemountain

69.Oneofthereasonswhywomenareemployedtodothepickingisthat.

A.theyworkharderthanmendointhepicking

B.theycanthrowtheirpickingsmoreeasilyintothebaskets

C.theirfingersfitthembetterforthejob.

D.theycanmoreeasilyfindthetwinleaves.

70.Howmanyprocessingstepsarementionedinthelastparagraph?

A.Three.B.Four.C.Five.D.Six.

71.Whatisthewriter'spurposeinwritingthepassage?

A.Tointroducevariousmethodsofteaprocessing.

B.TopersuadereaderstobuyteafromSriLanka.

C.Totellastorythathadhappenedintheteagardens.

D.Toinformreadersofteagrowing,pickingandprocessing.

E

Doyouhaveanystrongopiniononco-educationalorsingle-sexschools?

Asupporterofco-educationalschoolswouldprobablysaythatschoolsshouldbelikethesocieties

theybelongto.InHongKong,menandwomenmixsociallyonaday-to-daybasis.Inmanyfieldsmen

areevenlikelytohavefemalebosses.Itis,therefore,desirablethatboysandgirlsgrowuptogether,go

toschooltogether,andpreparethemselvesforasocietythatdoesnotvaluesexualseparation.

Somewouldgoontoarguefurtherthatgrowingupwithmembersoftheoppositesexisimportant

forpersonaldevelopment.Regularcontact（接触）canremovethestrangeideasabouttheopposite-sex

andleadtomorenaturalrelationships.Single-sexconditionsareseenasleadingtomoreextreme

opinions,andpossiblyevenasencouraginghomosexualily（同性恋），thoughthereisnoproofthatthisis

thecase.

Thosewhoareagainstcoeducationoftenalsofixtheirattentiononthesexualside.Someparents

fearthatclosecontactwithmembersoftheoppositesexisdangerousforteenagers.Theywanttheir

childrentobeattentivetotheirstudies.Suchparentsfeeluncomfortablewithmodernwaysandthefree

mixingofthesexes.

Astrongerargumentcomesfromresearchintoschoolresults.Girlsgrowupearlierthanboys,tend

tobemoreorderlyandarelikelytobebetteratlanguages.Inamixedclass,boyswhomightdowellina

single-sexclassbecomediscouragedandtakeontheruleoftroublemaker.CertainlyintheUKthis

situationhasgreatlyalarmed（'归（动）thegovernmentforittobeencouragingco-educationalschoolsto

havesomesingle-sexclasses.IntheUKthebestschoolsareallsingle-sex,stronglysuggestingthat

co-educationisnotthebestanswer.Thismay,however,notbeassimpleasitlooks.Itmaysimplybe

thatthefamousoldschoolsthatattractthebeststudentshappentobesingle-sex,ratherthanthatbeing

single-sexmakesthembetterschools.

72.Inthethirdparagraph,bysaying"thoughthereisnoproofthatthisisthecase”,thewriter

meansthat.

A.studentsinsingle-sexschoolswillcertainlybecomehomosexual

B.studentsinco-educationalschoolscannothaveextremeopinions

C.studentsinco-educationalschoolsarelikelytobehomosexual

D.single-sexschoolconditionsmayormaynothaveeffectsonthestudents.

73.AllthefollowingargumentscanbefoundinthepassageEXCEPTthat.

A.co-educationcanproduceasociety-likesituation

B.co-educationalschoolsmayleadtoloveaffairsbetweenboysandgirls

C.co-educationwillhelpdevelopabetterunderstandingabouttheoppositesex

D.co-educationcanmakeboysperformwellinmixedclasses

74.Alarmedbythesituation,theUKgovernmentencourages.

A.co-education

B.single-sexeducation

C.single-sexclassesinco-educationalschools

D.co-educationalclassesinsingle-sexschools

75.Attheendofthepassagethewritersuggeststhat.

A.single-sexschoolsarethebestschoolsintheUK

B.beingsingle-sexdoesnotnecessarilymakeaschoolbetter

C.co-educationalschoolsarebetterforbothsexesinpersonaldevelopment

D.becauseboyscannotcompetewithgirlsinstudy,theygotosingle-sexschools

第II卷（非选择题，共35分）

第四部分写作（共两节，满分35分）

第一节任务型读写（共10小题；每小题1分，满分10分）

阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。

注意：每个空格只填一个单词。

Customerservicereferstothewaythatcompaniesbehavetowardstheircustomers.It'sthe

qualityofservicethatdetermineswhetherthecustomerremainswiththecompany.However,many

atimeorganizationsdon'tfocusoncustomerrelationshipmanagement,andthat5swhatmakes

customersangry,whichisoneofthereasonswhycompanieslosetheircustomers.Socustomer

serviceisvitalandyoushouldknowhowtoimproveit.

Firstofall,youneedtorealizehowimportantthecustomersare.It'stheywhoaretheboss,

andit'sbecauseofthemthatyougetyourpaychecks.Sodotakeyourcustomersseriously.

Findingouttheneedsofthecustomersisanotherimportantcustomerservicetip.Youneedto

askcustomerstherightkindofquestionsandthinkofthepossiblesolutionswhichyoucanprovide.

Understandhowtheyfeelaccordingtoaparticularsituation,theirbodylanguage,toneofvoiceand

wordstheyspeak.Nevermakeassumptionsandthinkthatyouknowwhatthecustomerwants.

Makingcustomersfeeltheyareimportantisanexcellentwaytoservethembetter.Treat

customersasindividualsandthebestwaytodothatisusingtheirfirstnameandfindingwaysof

praisingtheminasincereway.

Inaddition,therearesomeotherskillswhichhelpyouinservingyourcustomersbetter.For

example,onceyoufinishsolvingtheproblemforthecustomer,beforeendingthecall,always

remembertoaskifthereisanythingelseyoucandoforthem.Endthecallwitha"thankyou”.If

customersareangry,letthemexpresstheirangercompletely.Neverinterruptorstartspeakinguntil

theyhavefinished.Oncetheyhavefinishedspeaking,trytocalmthemdownbyapologizing.

Inaword,alwaysrememberthatifthecustomersremainhappy,you'llbeinbusiness.

TitleHowto]customerservice

ThemeaningofThewaycompaniesbehavetowardstheircustomers.

customerservice

The2ofThequalityofservicedetermineswhethercompaniescan3their

customerservicecustomers.

Takeyourcustomersseriouslybecausetheyareyourbossandthesource

ofyour4.Recognizetheneedsofthecustomers.

•Askthecustomerstherightkindofquestionsandoffer5to

theirproblems.

•Understandcustomers?6fromaparticularsituation,their

bodylanguage,toneofvoiceandwords.

Tips•Never7thatyouknowthecustomers,needs.

•Makecustomersfeeltheyareimportantandtreatthemas

individualsbyusingtheirfirstnameandpraisingthem8.

Othersmallskills:

•Alwaysaskifyoucandoanythingelseforthecustomerbefore

endingthecallandendthecallwitha"thankyou”.

•Don't9thecustomerwhenheisspeakingangrily.

•Calmthecustomerdownbymakingan10afterhefinishes

speaking.

第二节书面表达(满分25分)

人们对于学生网上交友持不同意见。请你用英语写一篇关于学生网上交友的短文，介绍人们

的不同观点，并表达自己的看法。

赞成的理由反对的理由你的看法

1.广交朋友