Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead they will alert their friends, relatives, co-workers, strangers—and anyone who will listen.

Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.

“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”

On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.

According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronic customers.

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 salespeople.

During peak shopping hours, some retailers solved parking problems by getting moonlighting (業(yè)余兼職的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

Most importantly, salespeople should be diplomatic and polite with angry customers.

“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”

Customers can also improve future shopping experiences by filing 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.

1.Why are store managers often the last to hear complaints?

A. Most customers won’t bother to complain even if they have had unhappy experiences.

B. Customers have no easy access to store managers.

C. Few customers believe the service will be improved.

D. Customers would rather relate their unhappy experiences to people around them.

2.What does Paula imply by saying “the shopper must also find a replacement” ?( Para. 4)

A. New customers are bound to replace old ones.

B. Most stores provide the same kind of service.

C. Not complaining to manager causes the shopper some trouble too.

D. It is not likely the shopper can find the same products in other stores.

3.Shop owners often hire moonlighting police as parking attendants so that shoppers________.

A. can stay longer browsing in the store

B. won’t have trouble parking their cars

C. won’t have any worrier about security

D. can find their cars easily after shopping

4.What contributes most to smoothing over issues with customers?

A. Design of store layout.

B. Hiring of efficient employees

C. Huge supply of goods for sale.

D. Manners of the salespeople.

5.To achieve better shopping experiences, customers are advised to ________.

A. exert pressure on stores to improve their service

B. voice their dissatisfaction to store managers directly

C. settle their disputes with stores in a diplomatic

D. shop around and make comparisons between stores

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科目：高中英語 來源：2015-2016學(xué)年福建廈門雙十中學(xué)高二上學(xué)期期中英語試卷（解析版） 題型：閱讀理解

閱讀理解

閱讀下列四篇短文，從每小題后所給的A、B、C、D四個(gè)選項(xiàng)中，選出最佳選項(xiàng)，并在答題卡上將該選項(xiàng)涂黑。

Why are newspapers and TV broadcasts filled with disaster, corruption and incompetence? It may be because we’re drawn to depressing stories without realizing, according to psychologists.

When you read the news, sometimes it can feel like the only things reported are terrible, depressing events. Why do the media concentrate on the bad things in life, rather than the good? In fact, many people often say that they would prefer good news.

The researchers present their experiment as solid evidence of a so called “negativity bias(偏見)”, psychologists’ term for our collective hunger to hear, and remember bad news.

It isn’t just delight in other people’s misfortune, the theory goes, but that we’ve evolved to react quickly to potential threats. Bad news could be a signal that we need to change what we’re doing to avoid danger.

As you’d expect from this theory, there’s some evidence that people respond quicker to negative words. In lab experiments, flash the word “cancer”, “bomb” or “war” up at someone and they can hit a button in response quicker than if that word is “baby”, “smile” or “fun”. We are also able to recognize negative words faster than positive words, and even tell that a word is going to be unpleasant before we can tell exactly what the word is going to be.

There’s another interpretation (解釋)that researchers put on their evidence: we pay attention to bad news, because on the whole, we think the world is more hopeful than it actually is. When it comes to our own lives, most of us believe we’re better than average, and that, like the cliches, we expect things to be all right in the end. This pleasant view of the world makes bad news all the more surprising and arresting. It is only against a light background that the dark spots are highlighted.

So our attraction to bad news may be more complex than just journalistic prejudice or a hunger springing from the darkness within.

1.What is “negativity bias” according to psychologists?

A. It is one’s delight in others’ misfortune.

B. It is one’s habit of reacting quickly to potential threats.

C. It is a signal with which we can avoid danger.

D. People are born to hear and remember bad news.

2.What can we infer from the passage?

A. Journalists only feel like reporting depressing bad news.

B. It is true that there are no good stories to be reported.

C. People unconsciously pay more attention to bad news.

D. People like to hear pleasant words rather than bad words.

3.What will be read first by most readers according to the theory?

A. Movie star arrested for taking drugs.

B. Movie star went on a campaign for ASL disease.

C. Movie star accepts Ice Bucket Challenge

D. Movie star awarded the third Oscar in three years.

4.What causes people to focus more on bad news than on good news?

A. The world is believed to be more hopeful than it actually is.

B. It is expected things will be all right in the end.

C. The world is believed to be full of darkness.

D. It is believed that we are better than others.

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科目：高中英語 來源：2015-2016學(xué)年吉林實(shí)驗(yàn)中學(xué)高二上學(xué)期期末英語試卷（解析版） 題型：單項(xiàng)填空

The driver _____ for the accident had not been driving carefully.

A. blamed B. being blamed

C. to be blamed D. blaming

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科目：高中英語 來源：2016屆湖北宜昌第一中學(xué)高三上12月月考英語試卷（解析版） 題型：語法填空

閱讀下面材料，在空白處填入適當(dāng)?shù)膬?nèi)容（1個(gè)單詞）或括號(hào)內(nèi)單詞的正確形式。

Over the years I've been teaching children about a simple 1.___________ powerful concept --- the ant philosophy (哲學(xué)).I think everybody should study ants.

They have an2.___________(amaze) four-part philosophy, and here is the first part: ants never quit. That's a good philosophy. If they're heading somewhere and you try to stop them, they'll look for 3.__________way. They'll climb over, they'll climb under, and they'll climb around. They never quit looking for a way to get where they 4.__________ (suppose) to go.

Second, ants think winter all summer. That's an important viewpoint. You can't be so naive ( 天真的) as to think summer will last forever. So ants are gathering in their winter food in the middle of summer and make5.___________(prepare) for the long cold winter. You’ve got to think storms when it’s fine. You've got to think rocks as you enjoy the sand and sun. Think ahead.

The third part of the ant philosophy is that ants think summer all winter. That is so important. During the winter, ants remind6._____________, "This won't last long. We'll soon be out of here." And on the first warm day, the ants are out. 7.___________ it turns cold again, they'll dive back down, but then they come out on the first warm day. They can't wait to get out.

And here's the last part of the ant philosophy. How much will 8.____________ ant gather during the summer to prepare for the winter? All he9. _____________ (possible) can. What an incredible philosophy! 10.__________you can learn from the ant philosophy is: Never give up, look ahead, stay positive and do all you can.

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科目：高中英語 來源：2016屆甘肅蘭州第一中學(xué)高三12月月考英語試卷（解析版） 題型：語法填空

在短文空白處填寫適當(dāng)?shù)脑~（每空不多余3個(gè)詞）或所給詞的正確形式。

Six men have been trapped in a mine for seventeen hours. If they are not brought to the surface soon they may lose their 1. (life). However, rescue operations are 2. (prove) difficult. If explosives are used, vibrations will cause the roof of the mine 3. (collapse). Rescue workers are therefore drilling a hole on the north side of the mine. They intend to bring the men up in 4. special capsule. 5. there had not been a hard layer of rock beneath the soil, they would have completed the job in a few hours. As it is, they have been drilling for sixteen hours and they still have a long way to go. Meanwhile, a microphone, which 6. (low) into the mine two hours ago, has enabled the men to keep in touch with the closest relatives. Though they are running out of food 7. drink, the men are 8. (cheer) and confident that they will get out soon. They have been told that rescue operations are progressing 9. (smooth). If they knew how difficult it was to drill 10. the hard rock, they would lose heart.

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科目：高中英語 來源：2016屆湖南師大附中高三上學(xué)期月考四英語試卷（解析版） 題型：閱讀理解

Perfectionists believe that not only is perfection achievable, but that it should be achieved whenever possible. They always try to make their work better, and often get pleasure from investing time and effort in their projects. They enjoy paying attention to detail and are often hard to please. After all, perfectionists almost always have nearly?impossible standards for themselves, much higher than what outside parties would generally hope for.

Most perfectionists are also highly?organized. They've perfected their work process along with everything else in their life. They have processes and patterns for handling almost anything that comes their way, from email to new projects and clients to bookkeeping. It can definitely add up to a more effective workday with less wasted time and effort.

Perfectionists can be thought of as overbearing(霸道的) by those who don't share their attitude. It can also be upsetting to clients who aren't interested in “perfect” and simply want their project done yesterday. When you strive for perfection, everything takes just a bit longer to get right. Even if you have a more efficient design and development process than many other designers, it is likely that you spend more time on each step than a lot of others do.

While most people who call themselves “perfectionists” do so in a light?hearted or positive manner, there are those out there to whom perfection becomes an obsession(癡迷). They consider anything less than perfect completely unacceptable. This can lead to obsessive behavior and can have damaging effects on their overall quality of life. Just feeling good about a job done to the best of your ability is entirely normal for a perfectionists and isn't something to worry about. But it becomes particularly dangerous when perfectionists feel they are never quite able to attain perfection, and so drive themselves crazy trying to always reach this unattainable goal.

These perfectionists often place their entire self?worth on their accomplishments and ability to reach perfection, and since they're never able to reach it, it creates a very negative self?image and low self?esteem or depression. The good news is that there are trained psychologists who can help those who are nervously obsessed with perfection to overcome their obsession.

1.Which of the following is NOT a characteristic of perfectionists?

A. They enjoy investing time and efforts.

B. They are not easy to satisfy.

C. They have special ways of handling emails.

D. They set high requirements for others.

2.Clients who are not satisfied with perfectionists think they need ________．

A. better co?workers B. bigger achievements

C. higher efficiency D. less organization skills

3.To perfectionists, their obsession with perfection is an act of ________．

A. showing psychological sickness

B. realizing their own value

C. wasting time and energy

D. improving their self?image

4.Which of the following will the author probably agree?

A. It's very normal to always do one's best in life.

B. Perfectionists should seek help as soon as possible.

C. Perfectionists should not be too proud of themselves.

D. People should not pursue perfection too much.

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科目：高中英語 來源：2015-2016學(xué)年甘肅會(huì)寧第一中學(xué)高二上期末英語試卷（解析版） 題型：閱讀理解

International Studies (BA)

Key features

?Recognizes the “global community”(國際社會(huì))

? Has close connections with practical research

? Much of the teaching is done in small discussion groups

About the course

The course gives you chances to know great power politics between nation states. It will provide more space to study particular issues such as relationship among countries in the European Union, third world debt, local and international disagreement, and the work of such international bodies as the United Nations, the European Union, NATO, and the World Bank.

The course puts theories into the working of the international system with close attention to particular countries. You will also have a better knowledge of methods of solving the international problems.

Related (相關(guān)的) courses

●BA (Hons) Community Management ● BA (Hons) Public Policy and Management

Employment possibilities

●International organizations ● International business

Earth Science (BSc)

Key features

? Based on key courses and the latest research findings

?Pays much attention to practical skills

?Offers chances for fieldwork(實(shí)地考察)

About the course

The demand for natural resources is becoming an increasingly serious problem for the future of mankind. Graduates in Earth Science will play an important role in meeting this demand, and in knowing the meaning of using the natural resources.

The course covers geography and geology. You will carry out fieldwork in the UK and possibly overseas, and a research in an area of interest to you in the final year.

Related courses

BSc (Hons) Geography; BSc (Hons) Geology

Employment possibilities

Mineral , oil, water or other related engineering industries.

1.International Studies is a course in _______

A. international politics B. international business

C. international systems D. international bodies

2.After taking the course of International Studies, the students will _______.

A. become practical and open-minded

B. have a greater ability to discuss theories

C. know how to settle international problems

D. have good jobs in any international organizations

3.Earth Science, as described in the second text, ______.

A. is attractive because of the chances for fieldwork

B. pays more attention to practical skills than theories

C. is built on important courses and the results of recent studies

D. encourages students to play a role in using natural resources

4.It can be inferred that the above two texts are written for the students who _______.

A. enjoy research work

B. plan to choose courses

C. study in the UK

D. are interested in overseas fieldwork

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科目：高中英語 來源：2016屆福建廈門雙十中學(xué)高三上學(xué)期期中英語試卷（解析版） 題型：短文改錯(cuò)

短文改錯(cuò)

假定英語課上老師要求同桌之間交換修改作文，請(qǐng)你修改你同桌寫的以下作文。文中共有10處語言錯(cuò)誤，每句中最多有兩處。每處錯(cuò)誤僅涉及一個(gè)單詞的增加、刪除或修改。

增加：在缺詞處加一個(gè)漏字符號(hào)（∧）并在其下面寫出該加的詞。

刪除：把多余的詞用斜線(\)劃掉。

修改：在錯(cuò)的詞下劃一橫線，并在該詞下面寫出修改后的詞。

注意：

1.每處錯(cuò)誤及其修改均僅限一詞；

2.只允許修改10處，多者(從第11處起)不計(jì)分。

Last week we held a discussion on which we should do for our school before we graduate．The students in our class have different suggestion．Some students thought that we can collect money to buy some books for the school library or everything else for the schoo1．Other students argue that there’s not necessary to spend money．We can study hard and make our school feeling proud of us．

In my opinion, we don’t have to spend money. We can do something meaningfully without money. For an example，we can do some voluntary work to beautify the school and try to get better results in the coming exams so that our school will proud of us．

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科目：高中英語 來源：2016屆云南玉溪第一中學(xué)高三上學(xué)期期中英語試卷（解析版） 題型：短文改錯(cuò)

短文改錯(cuò)

假定英語課上老師要求同桌之間交換修改作文，請(qǐng)你修改你同桌寫的以下作文。文中共有10處語言錯(cuò)誤，每句中最多有兩處。每處錯(cuò)誤僅涉及一個(gè)單詞的增加、刪除或修改。

增加：在缺詞處加一個(gè)漏字符號(hào)（^），并在其下面寫出該加的詞。

刪除：把多余的詞用斜線（\）劃掉。

修改：在錯(cuò)的詞下劃一橫線，并在該詞下面寫出修改后的詞。

注意：1. 每處錯(cuò)誤及其修改均僅限一詞；

2. 只允許修改10處，多者（從第11處起）不計(jì)分。

I’m a senior 3 student. The college entrance exams are in the way and everyone around us is trying their best to help me. At school, all the teachers work very hardly, encouraging us to build up our confidence. Wherever we meet with difficulties, they are ready to come to our help. Meanwhile, our school also did a lot for us. For example, the library stays open up in the evenings. At home, we are also taken well care of and our parents often tell us to have good rest. I’m very grateful to the efforts of our parents and teachers. I’m determining to try my best to prepare for the exams.

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