Have you ever walked into a candy store with a young child and watched with delight as the store manager gave the child a small treat? Or have you ever received a telephone call from a shopkeeper asking you whether an item you bought a month before was meeting your needs? No doubt you noticed these gracious acts.

Business firms nowadays are quick to have programs designed to ensure product and service quality. But it's often the “l(fā)ittle things” that help build a tie between seller and buyer.

If you want to make those “l(fā)ittle things” a high customer service priority(優(yōu)先權(quán))，here are a few tips for you to follow.

Make a list of the simple acts you can perform for your customers. It might include handing out key chains or other small gifts to customers，or extending delivery service to elderly customers. Just be sure every item is economical and easy to carry out.

Training in the “l(fā)ittle things” helps your people lean skills and attitudes. If you’re your people to hand out small gifts of your business，be sure they’re goods available in your store. If you want your people to take extra time with customers，be sure you schedule enough staff during rush business hours. If you want your people to follow up with customers on the telephone at the end of each month，be sale you drop the sales load a bit at that time.

Training in the “l(fā)ittle things” doesn’t end with a single activity. It must become part of everyday life in your business. Show the importance of the “l(fā)ittle things” by word and deed. Be sure everyone practices the art of customer courtesy(禮貌)each day. Announce the power of the “l(fā)ittle things” through every possible means. The more cheer leading you do about this topic. The more it will become deeply fixed in the workplace.

57. The underlined word “gracious” most probably means“          ”.

A. strange          B. clear              C. easy                 D. kind

58. If you want your people to accompany customers much longer，be sure         .

A. enough assistants are available during rush business hours

B. you praise employees who show courtesy to customers

C. little things are given to customers all the time

D. you drop the sales load a bit at that time

59. The purpose of giving away little things to customers is to            .

A. please the children of the customers

B. clear off goods kept long in the stole

C. build a relationship between seller and buyer

D. help the employees learn attitudes and skills

60. The main idea of this passage is                     .

A. the necessity of giving away little things

B. the importance of  “l(fā)ittle things ” in business

C. how to train the employees in the business firm

D. praising employees who show courtesy to customers

My most memorable experience will stay in my mind forever．For most people，horses are just animals that should only be used for racing．Ever since I was a child，my dream was to ride a horse．When that time finally carne，my heart beat a thousand times a minute．

It Was a warm summer day，and we were at a park．My mom was buying several things for home while I wandered around to find something interesting．Suddenly I found a horse standing down the block．I ran up to it，not even knowing how to pet it，just excited to see the most beautiful animal．He was shining white，with a well-brushed tail．Where was the owner?

Right away I made up my mind to ride this horse．I found my morn and dragged her to where the horse was．The owner was back and stated that I couldn’t ride it．Tears flooded down my cheeks as my mom tried to convince the man to let me ride the horse．He finally agreed for a costly price. Being on the horse awakened all the senses in me. I was the happiest little girl，having the time of my life．I began planning to buy a horse after I became a millionaire．Before I knew it , the ride was over．Surprisingly，I actually learned to control the horse．

That day was probably the happiest time of my life．Most children wouldn’t have as much fun as I did．Several years later，I began to get involved in show jumping．If it weren’t for that special experience. I wouldn’t be able to enjoy the most amazing sport．

49．The writer wanted to ride the horse because         ．

A．she could control the horse well

B．she knew she would ride the horse for free

C．she expected to take part in the show jumping

D．she fell in love with the horse at the first sight

50．The writer was           when her mother tried to persuade the owner of the horse．

A．worried         B．satisfied        C．proud      D．tired

51．From the passage，we can infer that           ．

A．the horse owner was a kind and rich man

B．the horse was one of the best horses in the area

C．the experience opened doors for her to get into the sport

D．the writer's mother loved the horse as much as her daughter

52．Which would be the best title for the passage?

A．Love for Animals    B．An Amazing Ride

C．Interest in Sports    D．An Excited Girl

Have you ever thought about what you would like to do after school? Perhaps one of these rather different jobs will suit you.

TASTER：Food companies need people to taste the products that they are making. So many kinds of no bad-tasting food are put onto the supermarket shelves. All tasters do all day is take small bites of food. They make notes of what tastes good and what tastes bad. It is not a job for those who would like to stay thin.    .

SNAKE MILKER：This involves taking the poison out of a snake’s teeth. You hold the snake over a glass and make it open its mouth very wide. The poison will then drip from the back of the teeth into the glass；This is known as milking the snake. You have to be very brave if you want to try this.

GOLF BALL HUNTER：You will spend your day diving into. waterholes at different golf courses to hunt for lost golf balls. You could be picking up as many as 5，000 balls a day. Many golfers are willing to buy used golf balls and you could be making a lot of money.

CLOCK CLEANER：Every day you will be climbing to the top of the clock towers in the city.

Your responsibilities will be to oil，wind and repair the clocks. This is not a job for someone who is afraid of heights.

46. If you are a taster，you call           .

A. pick up golf balls                           B. oil and repair the clocks

C. get some milk from snakes             D. try different kinds of food

47. If you are afraid of heights，you'd better not choose the job as a            .

A. taster             B. snake milker           C. clock cleaner            D. golf ball hunter

48. You can probably find this passage in a             .

A. newspaper      B. textbook                C. report                      D. novel

I grew up in a community called Estepona. I was seventeen when one morning Dad told me I could26 him to a distant village，and then take the car to a 27 garage. I readily accepted. When  we got to the village，I 28 to pick him up at 4 pm，then dropped off the ear at the garage. With several hours to 29 ，I went to a theater. However，when the last movie 30，it was six. I was two hours late!

I knew Dad would be 31 if he found out rd been watching movies. So I decided not to tell him the 32. when I hurried there I. apologized for being late，and told him I'd come as quickly as I could，33that the car had needed some major repairs. I'll never forget the34he gave me. “I'm disappointed you feel you have to 35 to me，Jason. ”Dad looked at me again。“When you didn’t turn up’. called the garage to ask if there were any36，and they told me you hadn’t yet picked up the car. ”

I felt 37 as I weakly told him the real reason. 38passed through Dad as he listened attentively. “I'm angry with 39 . I realize I've failed as a father. I'm going to walk home now and think seriously about 40 I've gone wrong all these years. ”“But Dad，it's eighteen miles!” My apologies were 41. Dad walked home that day. I drove behind him，42him all the way，but he walked43.

Seeing Dad in so much physical and emotional 44 was my most unforgettable experience. However，it was also the most 45lesson. I have never lied since.

They          decorating their new house in blues and yellows and hoped to finish it soon.

A. set about               B. get out           C. set up         D. set in

All the neighbours admired this family             the parents are treating their child like a friend.

A. why                     B. where                   C. which               D. that，

The mall received a ticket for speeding. He          have driven so fast.

A. can’t                    B. wouldn’t         C. shouldn’t           D. mustn’t

The trees           in the storm have been moved off the road.

A. being blown down         B. blown down     C. blowing down     D. to blow down

       more clearly，they came up and got close to it.

A. Seeing                         B. Seen              C. To see              D. To be seen

―I think George doesn’t really like TV plays.

―         he still watches the programme.

A. But                      B. For                C. Or                   D. So