High-quality customer service is preached（宣揚）by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞滿了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(業(yè)余兼職的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
小題1:Why are store managers often the last to hear complaints?
A．Most shoppers won’t complain even if they have had unhappy experiences.
B．It is difficult for customers to have easy access to store mangers.
C．Few customers believe the service will be improved after their complaints.
D．Shoppers would rather tell their unhappy experiences to people around them.
小題2:What does Paula Courtney imply by saying the underlined sentence in paragraph 2?
A．The same products can be bought in other retail stores.
B．It is not likely the shopper can find the same products in other stores.
C．New customers are sure to replace old ones.
D．Not complaining to the manager causes the shopper some trouble too.
小題3:What contributes most to smoothing over issues with customers?
A．Hiring of efficient employees.
B．Manners of the salespeople.
C．Huge supply of goods for sale.
D．Design of the store display.
小題4:To achieve better shopping experiences, customers are advised to ______.
A．voice their dissatisfaction to store managers directly
B．settle their disagreements with stores in a friendly way
C．put pressure on stores to improve their service
D．shop around and make comparisons between stores

小題1:D
小題2:A
小題3:B
小題4:A

試題分析：這篇材料講的是超市改善服務(wù)的問題，按內(nèi)容可分為改善原因、改善內(nèi)容和改善方法三個部分。
小題1:細節(jié)題：第二段講到了Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints.，大意是顧客很少會向經(jīng)理們抱怨，而是會提醒(alert)他們的朋友、親戚、同事等。這里的alert也就是向人抱怨、勸其不要去該商場的意思。所以顧客們實際上經(jīng)常抱怨，只是抱怨對象不是經(jīng)理，而是身邊的人，選D
小題2:句意理解題：從前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知這些抱怨讓零售商頭疼但是顧客很高興，因為他們在其他的商店可以買到同樣的商品。選A
小題3:細節(jié)題：第四段列舉了幾種能夠減少頭疼(relieve the headaches，也就是減少顧客的不滿)的方法，分別是redesigning store layouts(對應D), pre-stocking sales items(對應C), hiring speedy and experienced cashiers(對應B), and having sales representatives on hand to answer questions(與A稍有關(guān)系)。此后的一段指出最為重要的是銷售人員能夠圓滑而禮貌地應對憤怒的顧客。選B
小題4:推理題：在最后一段，作者從顧客的角度分析如何改善購物體驗，第一句就提出了建議：filing complaints to the retailer，file作為動詞，是“提出”，用在這里指向零售商投訴、抱怨，而retailer指的是商場主或經(jīng)理。A
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科目：高中英語 來源：不詳 題型：閱讀理解

“I pity the empress. Poor empress.” “Do you think Zhen Huan really loves the emperor?” From campuses to offices, from shopping malls to the streets, talk about Legend of Zhen Huan is everywhere.
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The story is seemingly the same as those dramas which look into the lives of women in the imperial palace. It focuses on plots and intrigues(陰謀) within the Inner Palace during Emperor Yongzheng’s reign.
The heroine, Zhen Huan, initially a kind and innocent young lady, enters the emperor’s harem(后宮) of concubines. Discovering that the palace is a cruel and harsh place, Zhen learns how to survive on her own.
　 However, Legend of Zhen Huan seems to arouse more discussion than any drama series. Why? Some experts say it’s because it’s a well-made series from inside out.
Niu Hanting, deputy editor-in-chief of Art Panorama magazine, told Xinhua News Agency that the sets, props and costumes are carefully chosen. And the screenplay and dialogue are well-written. “The series takes care of every detail a good period drama should have,” Niu said. “From that aspect, it’s no coincidence that Zhen Huan could be big.” More importantly, Niu added, the TV series strikes a chord among audiences in different ways. “For example, as a woman, Zhen is hurt by the man she once loved. And as a newcomer to the palace, she finds herself caught in the fierce infighting and she has to survive,” Niu said, “Everyone may find themselves in Zhen’s position at a certain point.”
Then it’s not hard to understand why the story of Zhen Huan is even seen as a survival guide for newcomers in the workplace. Its director, Zheng Xiaolong, once admitted that in terms of society today, the “promotion” of Zhen Huan reflects a person’s career path in some way. “Whether the principles can be applied in today’s society, or not, I want to make the story as real as possible,” Zheng told Sina.com. “There are many fairytale-like series that make audiences ignore or avoid reality, and the complexity of humanity.” “But Legend of Zhen Huan, is a series that makes you think.”
小題1:What’s the main idea of the first paragraph?
A．People have pity on the empress.
B．Zhen Huan really loves the emperor.
C．Legend of Zhen Huan is very popular.
D．Legend of Zhen Huan is shown everywhere.
小題2: What does the underlined word “it” in paragraph 3 most probably refer to?
A．The imperial palace.
B．The life of women.
C．Emperor Yongzheng’s reign.
D．The story of Zhen Huan.
小題3:When Legend of Zhen Huan finds the palace is a cruel one, she ______.
A．learns to survive on her own
B．a(chǎn)sks others for advice
C．feels down and disappointed
D．becomes an innocent young lady
小題4:We can learn from Niu Hanting that she ______.
A．thinks Zhen has had effects on newcomers
B．makes little of Legend of Zhen Huan
C．speaks highly of Legend of Zhen Huan
D．wants newcomer to follow Zhen’s example
小題5: This text is most probably taken from a(n) _________.
A．textbookB．newspaper
C．a(chǎn)dvertisementD．story book

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科目：高中英語 來源：不詳 題型：閱讀理解

Travelling abroad for leisure is becoming more and more popular for Chinese. The UK is high up in the list of places that the Chinese want to visit. There is a sense of mystery about the UK; it’s often the images of England’s green parks, countryside and Victorian houses that people point to as an alternative to polluted, overcrowded cities such as Beijing and Guangzhou.
The capital is viewed as modern and dynamic, while being filled deep with history. When asked what other images are thought of by the UK, the reply is often “the Queen, tea and Oxbridge”. So what’s stopping them actually coming? Sebastian Wood ,the British ambassador in Beijing, has described the UK as a “fortress”, and while this is perhaps an exaggeration(夸張)，Britain does have a reputation as a country that is harder to access.
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Another problem is also to be mentioned. If travelers from China visit the UK, they also want to cover as much ground as possible. But the UK is not included in the Schengen visa, which allows access to a host of 26 European countries such as France and Germany. So it makes the former seem a less worth it.
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A．templeB．a(chǎn)partmentC．castleD．market
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A．One can apply for a visa online.
B．One must have a face-to-face interview.
C．No one can get a visa without a fingerprinting.
D．No one needs to travel a long distance to get a center.
小題3:What can a visitor do if he gets a Schengen visa?
A．He can only visit the UK.
B．He can only visit 26 European countries.
C．He can visit the UK and France.
D．He can travel to any country he likes.
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A．He really supports Chinese people to visit the UK.
B．He suggests Chinese people visit London strongly.
C．He thinks it is troublesome to visit the UK.
D．He believes everyone should go to see the Queen and Oxbridge.

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科目：高中英語 來源：不詳 題型：閱讀理解

For decades, families settled on the sofa to share the latest news and TV series, until additional bedroom TV, computer games and the Internet almost put an end to family rows over who held the remote control. Now, however, the traditional living room scene is making a comeback. A study by the communications watchdog Ofcom has found families are once again gathering around the main television set, but they are bringing their pads and smartphones with them.
“The 1950s living room is making a comeback as a family entertainment centre,” said Jane Rumble, head of media research at Ofcom. “We are watching on much better, bigger, and more delicate television sets, but we are coming into the living room holding our connected devices.” While the family are coming together once more, comparisons with the past end there. With a range of smaller screens on hand, not everyone sitting on the sofa shares the same viewing experience.
The coronation (加冕禮) may have drawn the undivided attention of 20 million viewers in 1953, but those watching the Queen’s Jubilee celebrations 50 years later were as likely to be commenting online about BBC’s broadcast as watching it. “Just a few years ago, we would be talking about last night’s TV at work or at school,” said a viewer, “Now, we’re having those conversations live while watching TV, using social media, text and instant messaging.”
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Some 70% of 16-to-24-year-olds claim to be absorbed in what Ofcom calls “media stacking” at least once a week. For TV viewers, the Internet scanning is the most popular activity, but they are also calling friends on the phone or sending emails and texts. Surprisingly, 12% claim to have listened to the radio with the television on, and 6% say they have watched another video in the meanwhile.
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A．care more about who holds the remote control
B．share the same programmes in the living room
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D．enjoy TV together with various smaller screens on hand
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B．people like watching live matches on TV
C．the great influence of media meshing
D．the average amount of microblogs
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B．People are watching a broadcast of a coronation.
C．The Internet makes people spend less time on TV.
D．The Internet enriches people’s television experience.
小題4:The passage is written to _______.
A．describe the changes connected devices bring to TV watching
B．report the comeback of the traditional living room scene
C．show the influence of connected devices on people
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“As adults we can see the innocence in fairytales, but a five-year-old child with an over active imagination could take things too seriously. Despite the dark nature of classic fairytales, as we see in GRIMM, good will triumph over evil and there is always a moral to the story.”
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A．Rumplestiltskin forgives stealing
B．Rumplestiltskin is too difficult
C．Rumplestiltskin is too long
D．Rumplestiltskin may have bad influence on Children
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A．a(chǎn) fairytales book
B．a(chǎn) movie for children
C．a(chǎn) play loved by children
D．a(chǎn) drama based on traditional fairytales
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A．There is a moral to a classic fairytale.
B．Fairytales are dark.
C．Adults take fairytales too seriously.
D．Fairytales are not good for children's sleep.
小題4:What’s the author’s attitude towards traditional fairytales?
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Special Bridges Help Animals Cross the Road
----- Reported by Sheila Carrick
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A．wild animals have become more dangerous
B．the driving conditions have improved greatly
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B．a(chǎn)nimals begin to learn to use ecopassages
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A．wild animals may attack cars
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It's an annual argument. Do we or do we not go on holiday? My wife says no because we have no savings to save us. I say you only live once and we work hard and what's the point if you can't go on holiday. The joy of a recession (不景氣) means no argument next year - we just won't go.
Since money is known to be one of the things most likely to bring a relationship to its knees, we should be grateful. For many families the recession means more than not booking a holiday A YouGov survey of 2, 000 people found 22% said they were arguing more with their partners because of concerns about money. A recent research shows arguments about money were especially damaging to couples.　
Kim Stephenson, an occupational psychologist, believes money may be different things to men and women. “People can say the same things about money but have different ideas of what it's for.” he explains. “They'll say it's to save, to spend, for security, for freedom, to show someone you love them.” He says men are more likely to see money as a way of buying status and of showing their parents that they've achieved something.
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A．It will cost them too much money.
B．Few people can afford it without working hard.
C．It makes all the hard work worthwhile.
D．It is the chief cause of family quarrels.
小題2:According to the text, what does Kim Stephenson believe?
A．Money is often a symbol of a person's status.
B．Money means a great deal to both men and women.
C．Men and women spend money on different things.
D．Men and women view money in different ways.
小題3:The author suggests that couples should ______ .
A．put their money together instead of keeping it separately
B．discuss money matters to maintain a healthy relationship
C．make efforts to reach agreement on their family budgets
D．a(chǎn)void arguing about money matters to remain romantic

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科目：高中英語 來源：不詳 題型：閱讀理解

The Top 4 Lies Girls Hear
1. “You'll never be good at math.”
It's generally accepted that boys are good at math while girls aren't. The fact is that it isn't true—at least, it doesn't have to be. When girls reach their teens，most of them lose their interest in math. They're trying to be regarded as female(女性)．They want to stay away from things that are boy things, and math is still considered a boy thing. Math class is hard, but if you gave it a chance you could be great at math, especially beacuse you are a girl.
2. “Being skinny is good, and how you diet is your business.”
Lots of web sites tell visitors that losing interest in eating is a beautiful thing. These“skinny is better”sites are lying. Losing interest in eating is a disease, not a fashion statement. It can kill you.
3. “You don't deserve to make as much money as a guy.”
It's said that in 2002 women who work full-time earn about 23 percent less than guys earn. Once you see real women succeeding in cool jobs, you'll truly get that you're worth just as much as—or  more than any guys.
4. “Caffeine(咖啡因)will help you study better.”
Caffeinated soft drinks have long been advertised as must haves when you have to work very hard. But if you want to do your body a big favor, you'd better give up caffeine altogether.
小題1:Why do girls lose their interest in math?
A．Because they don't realize the importance of math.
B．Because math class is too hard for girls.
C．Because they aren't interested in the things which are considered boy things.
D．Because girls are not as clever as boys.
小題2:The word “skinny” means________.
A．prettyB．strongC．tallD．slim
小題3:Supposing in 2002 a man earns $20,000, how much will a woman who doing the same job probably get?
A．$10,000B．$15,000C．$20,000D．$25,000
小題4:Which of the statement is NOT ture?
A．Girls sometimes do better than boys in math
B．Being skinny is good for girls’ health.
C．Girls than earn as much money as boys do.
D．Caffeine can make people feel more excited.

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科目：高中英語 來源：不詳 題型：閱讀理解

“Dining out”, or “eating out”, is a phrase people use in Britain when they eat in a restaurant or a pub. Eating out is more popular in Britain today than ever before.
However, eating out can be expensive. Restaurants are normally more expensive than pubs, though many pubs serve very good, simple food. As British people don’t dine out every night of the week, eating in a restaurant is often seen as a special occasion. When going for the first date, or if celebrating an anniversary or a birthday, many people like to go to a restaurant. People often eat in a restaurant before going to the cinema or the theatre.
As in all cultures, there are many rules of etiquette (禮節(jié))surrounding food and eating, and nowhere is this more pronounced than when eating in a smart restaurant. People are almost always expected to eat with a knife and fork and these should be held in the correct hand and used in the correct way. It is also impolite to have your elbows on the dining table when you are eating.
There’re many such “unspoken” rules — they are normally only important when eating in a very elegant and expensive restaurant, and vary slightly from restaurant to restaurant and place to place. A recent nationwide survey showed that there was a divide in manners between the north and south of Britain — the “worst” manners were in Scotland and the northeast, and the “best” in Wales and the southeast! However, this survey was almost certainly conducted by someone in the southeast, so it may not be entirely fair.
Naturally, restaurants vary greatly in quality and price. However, almost all British cities have a vast range of food and cooking styles to choose from as well as traditional British food,. from the very cheap to the very expensive — French, Italian, Indian, Greek, Thai, Japanese and many more. In fact, when asked what their favorite food is, many British people say an Indian curry (咖喱菜）rather than any other dish!
As well as dining in a restaurant, when people are too tired to cook after work they often get a “takeaway”. This means they order from a takeaway or takeout restaurant by phone, then go to collect it and take it home to eat. Many takeout restaurants also deliver to your house. While you can normally find a takeout restaurant for almost any cuisine, the most popular are Italian, Indian and Chinese — and all you have to do is to open the door, pay and eat!
小題1:What can be concluded from the first two paragraphs?
A．The British spend more eating out than cooking at home.
B．The British pay great attention to eating in a restaurant.
C．The British often dine out when celebrating festivals.
D．People tend to eat in a restaurant after watching a movie.
小題2:The underlined word “pronounced” in Paragraph 3 probably means “_____”.
A．politeB．expensiveC．strangeD．obvious
小題3:According to the passage, which of the following statements is true?
A．There exist great differences of rules in different restaurants.
B．People from Wales and southeast Britain are the most polite.
C．Your order in a takeout restaurant can be sent to your home.
D．Traditional British food is seldom served in British restaurants.
小題4:What does the passage mainly talk about?
A．Restaurant culture in Britain.B．Table manners in Britain.
C．Different restaurants in Britain.D．Traditional and foreign foods in Britain.

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