學而優(yōu)銜接教材南京大學出版社系列答案科目：高中英語 來源：活題巧解巧練·高二英語（上） 題型：050
閱讀理解
In November 1965, New York was blacked out by an electricity failure. The government officials promised that it would not happen again. Pessimists(悲觀者) were certain that it would occur again within five years at the lastest. In July 1977, there was a repeat performance which produced different degrees of disorder throughout the city of 8,000,000 people. In 1965, the failure occurred in the cool autumn and at a time of peace and good situation. In 1977, the failure was much more serious because it came when the number of people out of work was large and the city was suffering from one of its worst heat waves.
In 1965, there was little stealing during the darkness, and fewer than 100 people were caught by the police. In 1977, hundereds of stores were broken into and stolen. They broke shopwindows and helped themselves to jewellery, clothes or television sets, nearly 400 people were sent to the police but far more disappeared into the darkness of the night. The number of the policemen at hand was far from enough and they were wisely stopped from using their guns against the mobs(暴徒)that were far more than them and that included armed men.
Hospitals had to treat hundreds of people cut by glass from shop windows. Banks and most businesses remained closed the next day. The blackout started at 9:33 p. m. when lightning hit and knocked out vital cables(關(guān)鍵的電纜). Many stores were thus caught by surprise.
The vast majority of New Yorkers, however, tried to help strangers, handed out candles, and tried to get through the dark world without traffic lights, refrigerators, water and electrical power. For 24 hours, New York realized how helpless it was without electricity.
1．Look at the 1st paragraph, who were right, the government officials or the pessimists?
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2．In what way was the blackout of 1977 different from that of 1965?
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A．There was much more disorder.
B．This time the electricity supply failed.
C．It was quite unexpected.
D．It came in the cool autumn.
3．Why did many persons manage to escape the police?
[ ]
A．The police could not see them in the darkness.
B．Many of them carried guns.
C．There were not enough policemen to catch them all.
D．They were hidden inside big buildings.
4．The 1997 New York electricity failure lasted ________.
[ ]
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科目：高中英語 來源：2012-2013學年云南昆明官渡第二中學高一上第二次階段性檢測英語卷（帶解析） 題型：完型填空
Several weeks ago, my friend advised us to sell some of our things which we will not use any more. I thought it was a good chance to 46 my 7-year-old son’s room and 47 some toys that were no longer suitable for him to play with. We 48 that all the money we got from selling the toys would be his money.
The night before the 49 , we loaded up the truck with toys and a little bike that was too 50 for him. In the yard he 51 the bike for the last time and then happily put it onto the truck. This little bike had at least two previous owners as far as we 52 . It wasn’t in the best 53 and was certainly not new, but the tires were 54 good.
We put a price of $10 on it, but it didn’t sell. So, after the sale was 55 , my friend put it on the sidewalk with a sign that 56 “FREE BIKE”. Within five minutes her doorbell rang. A little boy was 57 there. In poor English he asked whether the bike was 58 free. She said yes and that he could have it for 59 . He smiled, got on the bike and rode away.
Later that evening when I told my son how much money he had made at the sale, he was very 60 , shouting happily. He asked about a few of his things, wondering 61 they had been sold. When he asked about the bike, I told him about the little boy and that made him 62 . He was much happier than when I told him how much he had 63 . He was so happy to 64 that someone else would make good 65 of that little bike!
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科目：高中英語 來源：2011年浙江普通高等學校招生全國統(tǒng)一考試英語試卷 題型：閱讀理解
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(投資)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(購物禮卷)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 othe
r 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.
【小題1】
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 |
| 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 |
| A．Calling customers regularly | B．Giving a “thank you” note. |
| C．Delivering a quicker service | D．Promising more gifts. |
| 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.” |
| 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 |
| 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. |
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科目：高中英語 來源：2014屆浙江省高一上學期七校聯(lián)誼期中聯(lián)考英語試題 題型：完型填空
完形填空(共20小題；每小題1分，滿分20分)
閱讀下面短文，掌握其大意，然后從各題所給的四個選項(A、B、C和D)中，選出最佳選項。
A couple of weeks ago, my friend offered to sell some of our things for us. I thought it was a good chance to 26 my 7-year-old son’s room and 27 some toys that were no longer suitable for him to play with. We 28 that all the money we got from selling the toys would be his money.
The night before the 29 , we loaded up the truck with toys and a little bike that was too 30 for him. In the yard he 31 the bike for the last time and then happily put it onto the truck. This little bike had at least two previous（以前的） owners as far as we 32 . It wasn’t in the best 33 and was certainly not new, but the tires were 34 good.
We put a price of $10 on it, but it didn’t sell. So, after the sale was 35 , my friend put it on the sidewalk, with a sign that 36 “FREE BIKE”. Within five minutes her doorbell rang. A little boy was 37_ there. In poor English he asked whether the bike was 38 free. She said yes and that he could have it for 39 . He smiled, got on the bike and rode away.
Later that evening when I told my son how much money he had made at the sale, he was very 40 , shouting happily. He asked about a few of his things, wondering 41 they had been sold. When he asked about the bike, I told him about the little boy and that made him 42 . He was much happier than when I told him how much he had 43 . He was so happy to 44 that someone else would make good 45 of that little bike!
1.A. clean B. check C. display D. design
2. A. look for B. go through C. show off D. deal with
3. A. refused B. agreed C. wrote D. lied
4.A. trip B. show C. sale D. decision
5. A. weak B. small C. new D. thin
6.A. rode B. found C. watched D. felt
7.A. doubted B. knew C. told D. thought
8.A. time B. chance C. place D. shape
9.A. also B. never C. still D. hardly
10. A. ahead B. on C. near D. over
11.A. said B. repeated C. copied D. expressed
12. A. jumping B. standing C. walking D. shouting
13. A. barely B. usually C. really D. always
14. A. something B. anything C. everything D. nothing
15.A. calm B. scared C. excited D. disappointed
16.A. when B. whether C. why D. how
17.A. smile B. worry C. leave D. cry
18.A. enjoyed B. lost C. bought D. made
19. A. hear B. understand C. remember D. think
20.A. interest B. money C. use D. price
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