One of the odd things about some business organizations is that they spend so much money attracting new customers but spend so little keeping them. It just doesn’t make sense. However, taking customers for granted is a routine in some business organizations.
Loyal customers are an organization's only protection against bankruptcy(破产), and losing them because of neglect or indifference is really wrong. Not only do satisfied customers continue to buy by themselves, but they often encourage others to buy. This is advertising that doesn't cost a penny. Although there are always problems in giving good service to customers, maintaining their business isn't all that difficult. It's a matter of attitude, of believing that everyone who buys from you is entitled to the best treatment you can deliver. Plus giving just a little more than you have to.
There are always problems in giving good service to customers. The reason, of course, is that no organization is perfect, and there's many a slip: unreasonable delays in filling orders, shipping the wrong goods, failing to answer letters promptly, and so on. Sometimes these errors or failures can't be helped. For example, if you can't get parts because of material shortages or a transportation strike, customers may be denied the goods they've ordered.
No matter who is at fault, customers whom you value highly should generally be given the benefit of the doubt. The old saying that all customers should be treated alike is a myth. Customers who repeatedly place large orders and pay for them will naturally, get more attention than those who buy infrequently and have to be badgered to pay what they owe. However, you have to make the assumption that all customers are good unless proved otherwise.
1.From the second paragraph, we can know that ____________.
A. satisfied customers should always be well serviced
B. devoted customers are lifelines of business organizations
C. companies can employ customers to advertise their products
D. it is hard for organizations to offer good services to their customers
2.Which of the following statements might the author agree with?
A. Only regular customers deserve good treatments
B. New customers are treated well in large organizations
C. Some errors and failures in business are unavoidable
D. Both an organization and their customers are responsible for certain errors
3. What does the author imply by saying “all customers should be treated alike is a myth”?
A. It’s not true that all customers are treated equally
B. It is an old story that customers receive equal treatment
C. It is possible that customers should enjoy the same treatment
D. It’s a rule that customers should share equal and fair rights
4. The main idea of the passage is best summarized as “_________”.
A. new customers are kings for business organizations
B. taking customers for granted is regulation in business organizations
C. maintaining customers is the most important thing to business organizations
D. business organizations need spend so much money attracting new customers
书面表达
假设你是李华，澳大利亚环保协会将组织一次为期3周的“澳大利亚生态游”活动，你希望能得到这次机会。请按以下提示向该组织写一封申请信。内容包括：
1. 个人情况介绍（如年龄,性格,健康状况,语言优势等）；
2. 申请理由（如了解澳大利亚环保情况,实地参观环保生态基地等）；
3. 对参加本次活动的期待。
注意：
1. 词数100左右，开头已给出（不计入总词数）
2. 参考词汇：环保协会：Environment Council 生态游：eco-tour
Dear Mr or Ms,
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________
Yours,
Li Hua
短文改错
假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文中共有10处错误，每句中最多有两处。错误涉及一个单词的增加、删除或修改。
增加：在缺词处加一个漏字符号(Λ)，并在其下面写出该加的词。
删除：把多余的词用斜线(＼)划掉。
修改：在错的词下划一横线，并在该词下面写出修改后的词。
注意：
1．每处错误及其修改均仅限一词；
2．只允许修改10处，多者(从第11处起)不计分。
Patience is of great importance in our daily life. Once I waited a bus to come at a stop. 30 minutes past, but no bus came. Both upset and annoyed, I decided to walk on feet. But no sooner had I left when the bus arrived. I thought if I had waited for one more minute, I would have caught it. If I chose to take a next bus, I would have to wait for other 30 minutes. Only then do I realize my problem. Being impatient will possible waste all the effort that we have put it in. Now whenever I am close to lose my patience, I’ll think of this experience.
阅读下面材料，在空白处填入适当的内容（不多于3个单词）或括号内单词的正确形式
During my last trip to Europe, I had the opportunity to visit Stonehenge. I remember it was a very hot day 1. a lot of sunshine. Almost every 2. (tour) who travels to England visits this ancient place.
The Stonehenge was made of huge square stones, 3. weigh nearly five tons each, stand eighteen feet high, and are there feet thick. It was 4. (amaze) to see them up close. Something that I 5. (real) asked myself was how the ancient people could have been clever enough 6. (arrange) the stones as upright pillars, then connect the stones overhead, and place 7. altogether to form a circle. It was a great 8. (feel) to admire the magnificent stones up close.
As I walked around the stones, I noticed how isolated they were; there was nothing else 9. (stand) around them, no community or anything. Were they also isolated in ancient times? If so, 10. had the ancient people constructed them that way? If only I could really travel back in time and find out the reason for that!
完形填空
阅读下面短文，从短文后各题所给的四个选项（A, B, C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。
We all often deal with people who complain about the failures and troubles of their daily lives. Life ________ to be one big problem for them. I would like to think it ________ unusual. If there were no problems in your job, then your ________ would hire a much less capable(有能力的)person than you to do the things that don’t ________ much thought. In the business world, those who are able to solve difficult problems are the ones who are the most ________ to the employer.
Many times the problems or challenges we face ________ us to grow and become more capable. The runner who ________ for the mile run in the Olympics by running downhill will have no chance of winning the medal ________ . The runner who trains by running uphill is far more likely to ________ the speed and endurance needed to win the medal.
The ________ thing that ever happened to boxer Gene Tunney was that he ________ both hands in the ring. His manager felt that he could ________ again punch(重击) hard enough to be the heavyweight champion. Instead, Tunney ________ that he would become a scientific boxer and win the title as a boxer, not a slugger(重击手). ________ historians will tell you that he developed into one of the best boxers who ever fought. They will ________ tell you that as a puncher, he would not have had a chance________ Jack Dempsey, who was considered by many to be the hardest ________ in heavyweight history. Tunney would never have been champion ________ he had not had the problem of his broken hands.
________ time you meet with a difficult climb, obstacle, or problem, you should ________ and say, “Here’s my chance to grow.”
1.A. seems B. pretends C. agrees D. hopes
2.A. something B. everything C. nothing D. anything
3.A. teacher B. employer C. father D. doctor
4.A. give B. receive C. offer D. need
5.A. famous B. valuable C. strange D. difficult
6.A. allow B. warn C. force D. order
7.A. trains B. leaves C. looks D. waits
8.A. in all B. after all C. above all D. at all
9.A. beat B. stop C. lose D. develop
10.A. worst B. best C. easiest D. fastest
11.A. held B. raised C. broke D. touched
12.A. never B. always C. often D. even
13.A. promised B. explained C. decided D. answered
14.A. Swimming B. Boxing C. Running D. Skating
15.A. still B. already C. hardly D. also
16.A. against B. for C. on D. with
17.A. worker B. student C. hitter D. trainer
18.A. unless B. if C. because D. so
19.A. First B. Other C. Last D. Next
20.A. smile B. stand C. change D. speak
根据短文内容，从短文后的选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。
Doctors say anger can be an extremely damaging emotion, unless you learn how to deal with it. They warn that anger can lead to heart disease, stomach problems, headaches, emotional problems and possibly cancer.
___1.__ Some people express anger openly in a calm reasonable way. Others burst with anger, and scream and yell. But other people keep their anger inside. They can not or will not express it. This is called repressing anger.
For years many doctors thought that repressing anger was more dangerous to a person’s health than expressing it. They said that when a person is angry, the brain releases the same hormones (荷尔蒙). They speed the heart rate, raise blood pressure, or sugar into the blood, etc. ___2.___
Some doctors say that both repressing and expressing anger can be dangerous. They believe that those who express anger violently may be more likely to develop heart disease, and they believe that those who keep anger inside may face a greater danger of high blood pressure.
__3.___ They say the first step is to admit that you are angry and to recognize the real cause of the anger, then decide if the cause is serious enough to get angry about. If it is, they say, “___4.___ Wait until your anger has cooled down and you are able to express yourself calmly and reasonably.”
Doctors say that a good way to deal with anger is to find humor in the situation that has made you angry. __5.___
A. In general the person feels excited and ready to act
B. They said that laughter is much healthier than anger.
C. Expressing anger violently is more harmful than repressing it
D. Anger may cause you a cancer.
E. Do not express your anger while angry.
F. Anger is a normal emotion that we all feel from time to time.
G. Doctors say the solution is learning how to deal with anger.
