题目
题型：不详难度：来源：
Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him.
Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It’s important for you to know that your apology must appear authentic to the customer, and not an empty exercise. And also you should show the customer you’ve accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you’ll do something about his complaint.
Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you’ll be unable to resolve the problem immediately. In this case it’s important to let your customer know how long it’ll take to take action on his complaint.
Fourthly, a simple “Thank you” is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company’s service or product you need to know about.
Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you’re sorry for the mistake that was made. It isn’t necessary to give something that is costly; but a coupon(赠券) for a free drink or movie is fine.
Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors.
小题1:What does the passage mainly talk about?
| A．Importance of dealing with customer complaints. |
| B．Effects of customer complaints on business. |
| C．Tips for handling complaints from customers. |
| D．Several factors resulting in customer complaints. |
| A．are easy to deal with | B．are really quite annoying |
| C．can actually be avoided | D．are sometimes beneficial |
| A．touching | B．believable | C．attractive | D．clever |
| A．Showing sincere attitude. |
| B．Making an honest apology. |
| C．Making an absolute promise. |
| D．Listening to the complaint attentively. |
答案
小题1:C
小题2:D
小题3:B
小题4:D
解析
试题分析：文章是关于顾客投诉的。无论经营哪一行业，都需要处理顾客遇到的问题。消费者的投诉往往会反映出许多问题，因此，有效地处理投诉很重要。
小题1:主旨大意题。第一段最后一句提出主题后，下文接着分段介绍了五条处理顾客投诉的方法，由此判断正确答案为C项。故选C。
小题2:推理判断题。根据第一段第二句和最后一段可判断作者认为顾客的投诉有时是有益的。故选D。
小题3:词意猜测题。由该句后的“…not an empty exercise.”可判断作者认为道歉要“可信”， 而非空洞。故选B。
小题4:细节理解题。由第二段可推断作者认为处理顾客投诉的第一步就是要认真倾听对方的投诉。故选D。
核心考点
试题【No matter what type of business you run, it has to deal with situations in which】；主要考察你对题材分类等知识点的理解。[详细]
举一反三
Introduction
A lot of crime is against bicycles. About 150,000 bicycles are stolen every year and most are never found. You can prevent this happening by following a few careful steps.
Basic Security
Do not leave your bicycle in out-of-the-way places. Always lock your bicycle when you leave. Secure it to lampposts(灯柱) or trees. Take off smaller parts and take them with you, for example lights and saddles(车座).
Locks
Get a good lock. There are many different types in the shop. Buy one that has been tested against attack. Ask for advice from a bike shop.
Marking
Security marking your bike can act as a deterrent to a thief. It can also help the police find your bicycle. It should be clearly written and include your postcode and your house or flat number. This will provide a simple way to identify your bicycle.
Registration
There are a number of companies who will security mark your bicycle for you. They will then put your registration number and personal details on their computer database(数据库). Then if your bicycle is found it will be easy to get in touch with you.
Finally
Keep a record of the bicycle yourself: its make, model and registration number. You can even take a photograph of it. This will prove the bicycle belongs to you.
小题1:Which part of the article gives you information on how to lock up your bicycle when you leave it?
| A．Locks | B．Marking | C．Registration | D．Basic Security |
| A．help you recognize your bike |
| B．help the police find your bicycle |
| C．stop someone from stealing your bicycle |
| D．stop you worrying about your bike |
| A．in the bike shop and your computer. |
| B．in a police station and security company. |
| C．in a security company and your university. |
| D．by yourself and in a security company. |
| A．to tell you what to do if your bicycle is stolen |
| B．to suggest ways of keeping your bicycle safe |
| C．to give you advice on where to buy a good lock |
| D．to say why you shouldn’t keep your bicycle in a quiet place |
There are so many sights to see here. It is a pity to drive in a car and you’ll miss a great part of it. Australia is home to many animals and birds that can only be seen when moving slowly and going into the areas that they live.
When you are on a bicycle, you have the advantage of being able to stop whenever you want to see an interesting animal or bird that you have never seen before. It is a quieter mode （方式） of transportation as well, so you might even be able to take a picture. When you are on the beach, you can breathe that clean air and view the beauty of the water and sand. It is a totally different experience from either simply sunbathing or passing it in a car.
There are many choices of hiring a bicycle to experience the Gold Coast attractions. There are stores that will fit a bike perfectly to your size. These bikes for both adults and children are in many styles and colors to please any taste. If you have ever wanted to try a tandem bike （双人单车）, now is your chance, because they have those too.
A bicycle hire on Gold Coast is something that everyone should try at least once. This is a wonderful chance for anyone who likes to cycle and it is also a cheap way to travel with your family.
小题1:You’d better not drive in a car on Gold Coast because ________.
| A．you will break the traffic rules |
| B．you will cause much noise |
| C．you can’t enjoy the beautiful sights well |
| D．you can’t drive into some parks |
| A．you can take photos of animals |
| B．it is a cheap way of traveling |
| C．you can get a clearer sight of animals |
| D．it is a good way to do sunbathing |
| A．How to hire bikes on Gold Coast. |
| B．What kinds of bikes there are in stores. |
| C．What bikes are the most popular. |
| D．Who can hire bikes on Gold Coast. |
| A．He supports it very much. |
| B．He thinks it’s a personal choice. |
| C．He doesn’t like this way of traveling. |
| D．He thinks it’s only good for adults. |
If I close my eyes, I can still have a clear picture in mind of my first home. I walk in the door and see a brown sofa surrounding a low glass-top wooden table. To the right of the living room is my first bedroom. It"s empty, but it"s where my earliest memories are.
There is the dining room table where I celebrated birthdays, and where I cried on Halloween-when I didn"t want to wear the skirt my mother made for me. I always liked standing on that table because it made me feel tall and strong. If I sit at this table, I can see my favorite room in the house, my parents" room. It is simple: a brown wooden dresser lines the right side of the wall next to a television and a couple of photos of my grandparents on each side. Their bed is my safe zone. I can jump on it anytime - waking up my parents if I am scared or if I have an important announcement that cannot wait until the morning.
I"m lucky because I know my first home still exists. It exists in my mind and heart, on a physical property (住宅) on West 64th street on the western edge of Los Angeles. It is proof I lived, I grew and I learned.
Sometimes when I feel lost, I lie down and shut my eyes, and I go home. I know it"s where I"ll find my family, my dogs, and my belongings. I purposely leave the window open at night because I know I"ll be blamed by Mom. But I don"t mind, because I want to hear her say my name, which reminds me I"m home.
小题1:Why does the author call her parents" bed her "safe zone"(Paragraph 3)?
| A．It is her favorite place to play. |
| B．Her needs can be satisfied there. |
| C．Her grandparents" photos are lined on each side. |
| D．Her parents always play together with her there. |
| A．The old furniture is still in the author"s fist bedroom. |
| B．The author can still visit her first physical home in Los Angeles. |
| C．The author"s favorite room in her first home is the dining room. |
| D．Many people of the author"s age can still find their first physical homes. |
| A．Open the window at night |
| B．lie down in bed to have a dream |
| C．try to bring back a sense of home |
| D．go to Los Angeles to visit her mom |
| A．To express how much she is attached to her home. |
| B．To declare how much she loves her first house. |
| C．To describe the state of her family. |
| D．To look back on her childhood. |
While astronauts cannot go to a baseball game or a movie in orbit, there are many familiar activities that they can still enjoy. Before a mission, the family and friends of each ISS crewmember put together a collection of family photos, messages, videos and reading material for the astronauts to look at when they will be floating 370 kilometers above the Earth. During their mission, the crew also receives care packages with CDs, books, magazines, photos and letters. And as from early 2010, the internet became available on the ISS , giving astronauts the chance to do some “web surfing（冲浪）” in their personal time. Besides relaxing with these more common entertainments, astronauts can simply enjoy the experience of living in space.
Many astronauts say that one of the most relaxing things to do in space is to look out the window and stare at the universe and the Earth’s vast land mass and oceans.
小题1:What does the word “mimic” in Paragraph 1 probably mean?
| A． Find | B． Copy | C．Change | D．Lose |
| A．They are caring and thoughtful. |
| B．They are patient and annoyed. |
| C．They are impatient and annoyed. |
| D．They are excited and curious. |
| A．get more pleasure in space than on the Earth |
| B．find living in space a bit boring and tiring |
| C．regard space life as common |
| D．love to see the Earth from space |
| A．work for longer missions in space |
| B．connect with people on the Earth |
| C．observe the Earth from space. |
| D．spend their free time in space |
Using the cost of living in New York as a base, Mercer determined Moscow is 34.4 percent more expensive including the cost of housing, transportation, food, clothing, household goods and entertainment(娱乐).
A two-bedroom flat in Moscow now costs $4,000 a month; a CD $24.83, and an international newspaper $6.30, according to Mercer. By comparison, a fast food meal with a hamburger (汉堡包) is a steal at $4.80.
London takes the No.2 place, up from No.5 a year ago, thanks to higher cost of housing and a stronger British pound relative to the dollar. Mercer estimates (估算) London is 26 percent more expensive than New York these days. Following London closely are Seoul and Tokyo, both of which are 22 percent more expensive than New York, while No.5 Hong Kong is 19 percent more costly.
Among North American cities, New York and Los Angeles are the most expensive and are the only two listed in the top 50 of the world’s most expensive cities. But both have fallen since last year’s study — New York came in 15th, down from 10th place, while Los Angeles fell to 42nd from 29th place a year ago. San Francisco came in a distant third at No. 54, down 20 places from a year earlier.
Toronto, meanwhile, is Canada’s most expensive city but fell 35 places to take 82nd place worldwide. In Australia, Sydney is the priciest place to live in and No. 21 worldwide.
小题1: What do the underlined words “a steal” in Paragraph 3 mean?
| A．an act of stealing | B．something very cheap |
| C．something delicious | D．an act of buying |
| A．the high cost of clothing |
| B．its expensive transportation |
| C．the stronger pound against the dollar |
| D．the high prices of fast food meals |
| A．Sydney. | B．Hong Kong. | C．Moscow. | D．Tokyo. |
| A．Toronto. | B．Los Angeles. | C．San Francisco. | D．New York. |
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