阅读下面的短文，并根据短文后面的要求答题。（请注意问题后的字数要求） For y...

Ammie was only 18 months old when she had an accident that scarred her for life. While her mother was away for a moment , the curious baby reached up to a hot kettle in the kitchen and poured boiling water all over her body.

An ambulance was called and rushed the baby to a nearby hospital. About 20 percent of Ammie’s body had been burned and all of her burns were third degree. The doctors could tell immediately that Ammie’s best chance of survival was specialized burns unit some miles away at Glasgow Royal hospital.

There , using tissue taken from unburned areas of Ammie’s body, surgeons performed complex skin grafts（植皮手术）to close her wounds and control her injuries , an operation that took about six hours. Over the next 16 years, Ammie underwent（经历）12 more operations to repair her body.

When she started school at the age of 4, other pupils made cruel comments or simply wouldn’t play with her . “I was the only burned child in the street, the class and the school,” she recalls, “Some children refused to become friends with me because of that.”

Today, age 17, Ammie can only ever remember being a burned person with scars ; pain is a permanent part of her life, she is still awaiting two further operations. Yet she is a confident, outgoing teenager who offers inspiration and hope to other young burnt victims.

Ammie’s parents have been a great support to her. “They told me people had a problem with my burns, the problem with my burns, the problem was theirs not mine,” says Ammie. “They taught me to cope with other people’s reactions and constantly reminded me I was valued and loved.” Ammie’s positive attitude to life means she is often contacted by burns charities（慈善机构）, helping younger patients build their self-respect to live with permanent scars.

Now she is a member the Scottish Burned Children’s Club. “Ammie provides so much encouragement for the younger ones. She is optimistic and outgoing and a perfect role model for them , ” say Donald Todd, chairman of the club.

This month, Ammie will join some younger children on a summer camp. “I’ll show them how to shrug off  unkind stares from others , ” she says. Ammie loves wearing fashionable sleeveless tops（无袖上衣）, and she plans to show the children at the summer camp that they can too. “I don’t go to great lengths to hide my scars,” she says. “I gave up wondering how other people would react years ago.”

1.Ammie was taken to Glasgow Royal hospital because      .71—75 DDABD

2.How many operations will Ammie have to receive altogether?

3.The underlined phrase “shrug off” in the last paragraph is closet in meaning to      .

4.Which of the following best describes Ammie?

5.What is the main idea of the passage?

The day was warm and the sun shone down like a new beginning on my life. I was waving goodbye to my son, the last one of my fledglings （刚会飞的鸟）to leave home and go to new woods, "University actually" . I felt so lighthearted after spending many years looking after my four children—cooking, washing, ironing, teaching them how to look after themselves and manage their finances—that I actually thought “At long last, freedom".

But, as I watched my last one leave, although it was a joyous occasion, I realized I had not really prepared for this day, I was too tied up with bringing up these adults of the future to realize that they would all leave the nest and lives independently.

At first I didn't know what "I" wanted to do. I tried a part time job, which ended in me running out in tears. I started a business making soft furnishings, but that didn't work either.  I grew my own veggies and fruit, which lasted 3 years, until I was advised by my doctor that my feet couldn't take any more "tools” driven through them.

I began wondering if I had a future of my own. I cried for the life I was used to, and hadn't known or wanted anything different.

Then one day I saw an ad. for foster parents, I discussed it with my husband who was always behind everything I tried and with great disturbance , I rang up the number.

I now laugh and sing with my 14-year-old foster daughter, even when my cooker is a mess and my bathroom is a disaster area. I now know, 8 years later, what “I” was meant to be doing with all the spare hours, days, and weeks I had on my hands when my last fledgling flew the nest. The sun shines once again in my home.

1.How did the mother first feel when her last child went off to university?

2.The underlined phrase “was tied up with” in the second paragraph means “        ”.

3.In the third paragraph, the poor mother did all the things just to         .

4.What did the empty-nested mother think of her husband?

5.Thanks to the foster daughter, the author         .

阅读下面短文并回答问题，然后将答案写到答案卡相应的位置上

（请注意76至79四个小题后面的词数要求）。

[1] Ashley Power’s mother bought a computer for her when she was eight. When she was thirteen, she was surfing the Internet regularly, but she couldn’t find anywhere for teenagers to meet and talk. And one day she thought, “If I had my own website, I’d make it a really interesting site for teenagers.”

[2]So, when Ashley was sixteen, she launched her own website, called Goosehead. She had no idea how big a success it would be, but three years later, the site was the most successful teen site in the USA! It was getting 100,000 hits every day, and Ashley had about 30 employees.

[3] After a few years, the website closed down. Then Ashley, who lives in Los Angeles, was asked to write a book called The Goosehead Guide to Life. The book is about how to design a website and start a business. It begins with a section called “All About Ashley,” where Ashley tells readers what it is like to be the boss of a company when you are only sixteen. “ I was so happy. But it was crazy in a lot of ways. I got very stressed. I mean, I was only sixteen — I didn’t even have a car! If you were sixteen and you had your own company, you’d be stressed, too！ 

[4] In an interview Ashley gave advice to teenagers who wanted to start their own business, “Just be strong and have your dreams and work hard at them. And don’t listen when _______, because I heard ‘no’ a lot. Just keep going until you hear ‘yes’!”

1.For what purpose did Ashley create GooseHead?(no more than 10 words)

__________________________________________________________________

2.What is the main idea of Paragraph 2？ （no more than 6 words）

__________________________________________________________________

3. According to paragraph 3, what did Ashley do after GooseHead closed down?(no more than 10 words)

__________________________________________________________________

4.How did Ashley feel as a young boss of a company?(no more than 5 words)

__________________________________________________________________

5. Fill in the blank in Paragraph 4 with proper words.

__________________________________________________________________

In the more and more competitive service industry , it is no longer enough to promise customer satisfaction. Today , customer “delight” is what companies are trying to achieve in  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 challenges for customer care have come when people can obtain  goods and services through  telephone call centers and the Internet. For example , many companies now have to invest(投资)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 Marketing 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 customer feel they know you and that you can trust— 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 carried out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regular 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 apology 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 fairness suggests best meets the case).

Airlines face some of the toughest 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 technical problems .

For British Airways staff , a winning telephone style is considered 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 invested heavily in information technology to make sure that information is available instantly on screen.

British Airways also says its customer care policies are applied within the company and staff  are taught to regard each other 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.

1.We can learn from Paragraph 2 that       .

2.The writer mentions “phone rage”(Paragraph 3) to show that       .

3.If a manager should show his empathy (Paragraph6), what would he probably say?

4. Customer delight is important for airlines because      .

5.Which of the following is conveyed in this article?

The day was warm and the sun shone down like a new beginning on my life. I was waving goodbye to my son, the last one of my fledglings （刚会飞的鸟）to leave home and go to new woods, "University actually" . I felt so lighthearted after spending many years looking after my four children-cooking, washing, ironing, teaching them how to look after themselves and manage their finances-that I actually thought “At long last, freedom".

But, as I watched my last one leave, although it was a joyous occasion, I realized I had not really prepared for this day, I was too tied up with bringing up these adults of the future to realize that they would all leave the nest and lives independently.

At first I didn't know what "I" wanted to do. I tried a part time job, which ended in me running out in tears. I started a business making soft furnishings, but that didn't work either.  I grew my own veggies and fruit, which lasted 3 years, until I was advised by my doctor that my feet couldn't take any more "tools” driven through them. 

I began wondering if I had a future of my own. I cried for the life I was used to, and hadn't known or wanted anything different.

Then one day I saw an ad. For foster parents, I discussed it with my husband who was always behind everything I tried and with great disturbance, I rang up the number.

I now laugh and sing with my 14-year-old foster daughter, even when my cooker is a mess and my bathroom is a disaster area. I now know, 8 years later, what “I” was meant to be doing with all the spare hours, days, and weeks I had on my hands when my last fledgling flew the nest. The sun shines once again in my home.

1.How did the mother first feel when her last child went off to university?

2.The underlined phrase “was tied up with” in the second paragraph means “        ”.

3.In the third paragraph, the poor mother did all the things just to         .

4.What did the empty-nested mother think of her husband?

5.Thanks to the foster daughter, the author         .