The Spanish exploration was the beginning of the history of San Francisco Harbor. That long history is celebrated at the San Francisco Maritime National Historical Park. The park’s main visitor center is only a few hundred meters from the waters of the great harbor. It is a memorial to the great ships and those who sailed them.
The visitor center holds many objects linked to the past of the great harbor. There are small ships, ship equipment, and hundreds of beautiful old photographs. Many visitors stop to look at a large painting of a huge sailing ship named the Balclutha.
Visitors who look at the painting can go out through the front door of the visitor center and see the real Balclutha. People walking near Fisherman’s Wharf often do not believe their eyes when they first see the Balclutha. Almost everyone stops and looks at the huge ship. The ship looks almost new. Several years ago, more than one million dollars was spent in repairing and painting it. Now, more than two hundred thousand people a year visit the ship.
The Balclutha is perhaps the most popular ship with visitors at the Maritime Park. However, there are also several other ships which are very important to the history of the great harbor. But not all of these ships are open to the public. One that is open is a small steam-powered workboat, called the Hercules. The Hercules was a tugboat. Until 1924 it pulled ships around the harbor.
Another boat popular with visitors is the Eureka. It was built in 1890. It is the largest wooden ship still floating today. The Eureka was a ferryboat. It carried people and cars across the bay. It did this until the Golden Gate Bridge and the Oakland Bay Bridge were built.
The park also has a very unusual looking museum. It is a large building that almost looks like a ship. The museum is filled with interesting equipment. One of the most interesting objects in the museum is a small sailboat called the Mermaid, which is only large enough for one person to sit in.The underlined word “It” in Paragraph 1 refers to _________.
| A．the San Francisco Maritime National Historical Park |
| B．the Spanish exploration |
| C．the main visitor center |
| D．San Francisco Harbor |
What can we know about the Balclutha according to the passage?
| A．It is the largest wooden ship. |
| B．It is worth about one million dollars now. |
| C．It is a steam-powered workboat used to pull ships. |
| D．The huge ship attracts lots of visitors every year. |
The ships are described in the passage in order to _______.
| A．show the history of the great harbor |
| B．tell us each ship has its own features |
| C．tell us which one is the most popular |
| D．tell us these ships’ functions |
We know from the passage that ________.
| A．the Eureka is still used for carrying people and cars |
| B．the Hercules has not been used for pulling ships since 1924 |
| C．the Mermaid is a small tugboat that can only hold one person |
| D．most of the ships in the park are open to the public |
They crossed in front of me as I was driving out of the store parking lot (停车场)．I would be delayed for a whole ten seconds. However，I realized that it was an elderly couple who were briefly delaying my departure (出发)．No more anger.
The man leaned on his wife who walked in front of him. He not only used her for support but it was obvious that he was blind. She was his eyes as well. The two of them worked as one—each needing the other to function in this fastchanging world.
That little example of true strength that day changed my whole personal perception of life. Suddenly I wasn't so mad about having to work a few extra hours on Saturday. I had my strength，and I was still relatively young.
That picture of those two elderly people walking with dignity and strength stayed with me the entire week. My life wasn't so bad after all. I had my health and a good job. My wife always gave me good advice whenever I needed it. I started to think—not only was I lucky to have it all，but so was that wonderful old couple，who，despite the trials and hardships of a long life，still had the love and support of each other to carry them through this world.
There are so many people out there just like that couple. My wife and I sometimes picture ourselves in our old age，walking arminarm into the sunset. That image always gives us a warm feeling of comfort. Just remember，none of us would be here if it weren't for our elders. We should spend an extra minute to listen and learn when it comes to helping our elder friends. They need it.What was the author's first reaction when he was stopped by the old couple?
| A．He showed great pity for the couple. |
| B．He didn't mind at all. |
| C．He got angry at being delayed. |
| D．He waited patiently. |
Before meeting the old couple，the author had a(n)________attitude towards life.
| A．energetic | B．enthusiastic |
| C．desperate | D．negative |
The main message that the author wants to get across in the last paragraph is that________．
| A．everyone should live with dignity and strength |
| B．we should be patient when dealing with old people |
| C．old people can teach us many important lessons |
| D．happiness lies in a positive attitude towards life |
What do we know about the author?
| A．He and his wife are in their old age. |
| B．He has a good but busy job. |
| C．His life is very bad actually. |
| D．He and his wife often walk arminarm. |
Banquets (宴会) are usually held in restaurants in private rooms that have been reserved for the purpose. You will be met at the door and led to the banquet room. Traditionally, the head of your delegation should enter the room first. Do not be surprised if your hosts greet you with a loud round of applause. The proper response is to applaud back.
Seating arrangements are stricter than in the West. Guests should never assume that they may sit where they please and should wait for hosts to guide them to their places. Traditionally, the Chinese regard the right side as the superior and the left side as the inferior. Therefore on formal occasions, the host invariably arranges for the main guests to sit on his right side.
It is the host's responsibility to serve the guests, and at very formal banquets people do not begin to eat until the host has served a portion to the principal guest. Or, the host may simply raise his chopsticks and announce that eating has begun. After this point, one may serve oneself any food in any amount. Remember to go slow on eating. Don't fill yourself up when five courses are left to go. To stop eating in the middle of a banquet is rude, and your host may incorrectly think that something has been done to offend you.
Drinking takes an important place in Chinese banquets. It is likely that the host will stand and hold his glass out with both hands while saying a few words. When he says the words "gan bei",which means bottoms up, all present should drain their glasses. After this initial toast, drinking and toasting are open to all. No words are needed to make a toast, and it is not necessary to drain your glass, although to do so is more respectful. When filling another glass, it is polite to fill it as full as you can. This symbolizes full respect and friendship.
When the last dish is finished, the banquet has officially ended. There is little ceremony involved with its conclusion. The host may ask if you have eaten your fill. Then the principal host will rise, signaling that the banquet has ended. Generally, the principal host will bid good evening to everyone at the door and stay behind to settle the bill with the restaurateur. Other hosts usually accompany guests to their vehicles and remain outside waving until the cars have left the premises.To attend a formal banquet, you_______.
| A．may enter the banquet room directly when you arrive . |
| B．may stop eating in the middle of the banquet. |
| C．may help yourself to any food immediately the dishes are served. |
| D．should applaud back when greeted with a loud round of applause . |
What is the host ‘s responsibility in the author’s eyes?
| A．Announcing that eating ends. |
| B．Driving guests to their home. |
| C．Filling the guests’ glasses. |
| D．Arranging for guests to go to their place.. |
We can conclude form the passage that____
| A．to stop eating halfway means that the dishes taste bad. |
| B．guests should drain their g1asses the instant they are filled |
| C．important guests are arranged to sit on the host’s right side |
| D．the more you drink , the more you respect the host. |
The passage mainly tells us ____
| A．Chinese food is delicious. |
| B．customs and traditions at banquets in China |
| C．what food guests should eat at banquets |
| D．different customs between China and western countries. |
Shakespeare’s Birthplace and Exhibition of Shakespeare’s World
Welcome to the world—famous house where William Shakespeare was born in l564 and where he grew up. The property(房产)remained in the ownership of Shakespeare’s family until 1806 .The House has welcomed visitors traveling from all over the world ,for over 250 years.
Enter through the Visitors’ Centre and see the highly praised
exhibition of Shakespeare's World，a lively and full introduction
to the life and work of Shakespeare
Stand in the rooms where Shakespeare grew up
Discover examples of furniture and needlework from
Shakespeare’s period
Enjoy the traditional(传统的)English garden，planted with trees
and flower mentioned in the poet’s works
The Birthplace is within easy walking distance of all the car parks
shown on the map；nearest is Windsor Street(3 minutes’ Walk)
The House may present difficulties but the Visitors’ Centre，its
exhibition．and the garden are accessible (可进入的)to wheelchair users
The Shakespeare Coffee House(opposite the Birthplace)How much is the admission for a family of two grown-ups and two children？
| A．￡9.80． | B．￡12.00． | C．￡14.20． | D．￡16.40． |
Where is the nearest parking place to Shakespeare’s Birthplace？
| A．Behind the exhibition hall． |
| B．Opposite the Visiturs’ Centre． |
| C．At Windsor Street． |
| D．Near the Coffee House． |
A wheelchair user may need help to enter ．
| A．the House | B．the garden |
| C．the Visitors’Centne | D．the exhibition hall |
Hong Kong businesses hit by nearly two months of illegal street occupations breathed a collective sigh of relief on Wednesday. Police finally cleared illegal protesters camped at the main intersection in the Mong Kok district, arresting two student leaders.
More than 7,000 officers backed bailiffs (执达官，法警)clearing occupied sections of Argyle Street and Nathan Road. The two-day operation saw 148 people arrested for various offenses, including contempt (藐视) of court, resisting arrest, possession of offensive weapons, unlawful gathering and attacking police.
The Chief Leader Stephen Hui said 22 officers were injured during the clearances.
Police used pepper spray and batons (警棍)to keep protesters from reclaiming cleared roads and from spreading the illegal occupation to neighboring streets.
Six-lane Nathan Road, which goes through the heart of Kowloon, was cleared after nearly five hours. However, comments on the Internet said protesters were looking to reoccupy roads later in the evening.
This week's actions mark the first time the authorities have successfully cleared one of the three main protest sites, which sprang up after demonstrators seized key intersections in late September to press for unconstitutional reforms.
Contractor Kwan Sui-sum, 55, said he wished the Nathan Road clearance had come earlier, as he has had to pay HK$20,000 ($2,580) after the protesters delayed building reconstruction work. The owner of the Chung Hing Duty Free drug store was cautiously optimistic and eager for his store at the corner of the cleared intersection to get back to business. Sales dropped by 40 percent during the occupation, he said.
“I'm not worried about the guess that the protesters will return. I trust in Hong Kong's rule of law and in the police,” the man said, who wished to remain unknown as he fears attack from protesters.
But five stores at a cleared site owned by jewelry chain Chow Tai Fook were still closed hours later. A company spokesman said the outlets will remain shut while it continues to monitor the situation.You can infer from the passage that _______.
| A．the Hong Kong police cleared the roads at a cost |
| B．all the Hong Kong citizens are doubtful about the result of the clearances |
| C．all the illegal protesters were willing to leave the protest sites |
| D．the Hong Kong government’s attitude to the illegal protesters is unclear |
In the two-day operation,_________.
| A．many Hong Kong citizens joined in it |
| B．all the protest sites were cleared |
| C．many illegal protesters were arrested |
| D．all the stores were still open |
What Hong Kong police will probably do next according to the passage?
| A．They will help the owners of the stores do their businesses. |
| B．They will try their best to arrest other fled illegal protesters |
| C．They will help the officers injured during the clearances. |
| D．They will arrange to take more action to finish the clearances. |
This passage is mainly about ______.
| A．Hong Kong businesses hit by nearly two months of illegal street occupations |
| B．the event that police cleared Hong Kong protest sites |
| C．shop owners who wished to remain unknown as he fears attack from protesters |
| D．Hong Kong citizens who doubt the police's clearances |
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.
“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”
On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.Why are store managers often the last to hear complaints?
| A．Most customers won’t bother to complain even if they have had unhappy experiences. |
| B．Customers would rather relate their unhappy experiences to people around them. |
| C．Few customers believe the service will be improved. . |
| D．Customers have no easy access to store managers. |
What does Paula Courtney imply by saying “…the shopper must also find a replacement” (Line 2, Para. 4)
| A．New customers are bound to replace old ones. |
| B．It is not likely that the shopper can find the same products in other stores. |
| C．Most stores provide the same kind of service. |
| D．Not complaining to manager causes the shopper some trouble too. |
What contributes most to smoothing over issues with customers?
| A．Manners of the salespeople. |
| B．Hiring of efficient employees. |
| C．Huge supply of goods for sale. |
| D．Design of store layout. |
To achieve better shopping experiences, customers are advised to ________.
| A．exert pressure on stores to improve their service |
| B．settle their disputes with stores in a diplomatic way |
| C．voice their dissatisfaction to store managers directly |
| D．shop around and make comparisons between stores |