On Sundays there were a lot of children playing in the park, ____ parents seated together joking.
A. whose B. their C. which D. where
However ____ important school life may be, ___ great influence of parents can’t be ignored or discounted by the teacher.
A. an; a B. the; the C. an; / D. /; the
Living in ever increasingly fast-paced world, we must take____ advantage of every opportunity to develop．
A．an; the B．an; an C．the; an D．the;／
--- Excuse me, is the shop open around the clock?
--- ________. Only from 8:00 a.m. to 4:00 p.m.
A. I’m not sure B. Well, it depends
C. I’m afraid not D. That’s right
阅读下面短文, 并根据短文后的要求答题（请注意问题后的字数要求）。
[1]A great number of people spend a lot of time earning money because they believe the money it-self will make them happy, or will guard them against things that will make them unhappy．They make great efforts to achieve the perfect relationship, the perfect house, the beautiful body, the approval of others, all in an attempt to be happy．
[2]Sometimes these things make people happy; other times, people stress over not having reached the goals, or reach them and find they’re still unhappy．Other times, people focus on just one goal and don * t have time for other things that will make them truly happy．
[3]Some experts studying human happiness and the factors that contribute to it have identified several key areas of life that seem to be more related to personal happiness．Some of them are the things like money, friends, health and living conditions; others are things you may not think of in your daily life, such as your neighborhood and sense of meaning in life．
[4]So while setting your goals, remember all of the areas of life that are important to you and find a balanced lifestyle including social support, personal development, physical health and meaningful pursuits besides career success and financial security．______, your attitude about life and the things that happen to you each day can also have a great effect on your level of happiness and life satisfaction．In addition to being optimistic, happy people tend to believe they are the masters of their fate, rather than the victims of circumstance．
[5]Explore the state of your life, assess how truly happy you are, and find a direction to work to-ward that will likely bring more happiness．Reach your goals, set new ones and live a life that truly makes you happy．
1.What’s the main idea of the passage? （ no more than 5 words．）
___________________________________________________________________________
2.What would happen to those who focus on just one goal and don’t have time for other things? （no more than 6 words）
_______________________________________________________________________________
3.Fill in the blank in Paragraph 4 with proper words．（Please answer within 5 words．）
_______________________________________________________________________________
4.List three other factors that can make people happy except money and friend. （no more than 13 words．）
① ② ③
5.What does the word "it" （Line 1, Paragraph 3） probably refer to? （2 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, and 80 percent of the 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 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 .
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
2.The writer mentions “phone rage” (Paragraph 3) to show that________.
A. customers often use phones to express their anger
B. people still prefer to buy goods online
C. customer care becomes more demanding
D. customers rely on their phones to obtain services
3.What does the writer recommend to create delight?
A. Calling customers regularly B. Giving a “thank you” note.
C. Delivering a quicker service D. Promising more gifts.
4.If a manager should show his empathy (Paragraph 6), what would he probably say?
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.”
5.Customer delight is important for airlines because________.
A. their telephone style remains unchanged
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
