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Passage Seventeen (On the President’s Program)
President Arling has put his long awaited economic restructuring program before the Congress. It provides a coordinated program of investment credits, research grants, education reforms, and tax changes designed to make American industry more competitive. This is necessary to reverse the economic slide into unemployment, lack of growth, and trade deficits that have plagued the economy for the past six years.
The most liberal wing of the President’s party has called for stronger and more direct action. They want an incomes policy to check inflation while federal financing helps rebuild industry behind a wall of protective tariffs.
The Republicans, however, decry even the modest, graduated tax increases in the President’s program. They want tax cuts and more open market. They say if federal money has to be injected into the economy, let it through defence spending.
Both these alternatives ignore the unique nature of the economic problem before us. It is not simply a matter of markets or financing. The new technology allows vastly increased production for those able to master it. But it also threatens those who fail to adopt it with permanent second-class citizenship in the world economy. If an industry cannot lever itself up to the leading stage of technological advances, then it will not be able to compete effectively. If it cannot do this, no amount of government protectionism or access to foreign markets can keep it profitable for long. Without the profits and experience of technological excellence to reinvest, that industry can only fall still further behind its foreign competitors
So the crux is the technology and that is where the President’s program focused. The danger is not that a plan will not be passed, it is that the ideologues of right and left will distort the bill with amendments that will blur its focus on technology. The economic restructuring plan should be passed intact. If we fail to restructure our economy now, we may not get a second chance.
1.The focus of the President’s program is on
A.investment.
B.economy.
C.technology.
D.tax.
2.What is the requirement of the most liberal wing of the Democratic-party?
A.They want a more direct action.
B.They want an incomes policy to check inflation.
C.They want to rebuild industry.
D.They want a wall of protective tariffs.
3.What is the editor’s attitude?
A.support.
B.distaste.
C.Disapproval.
D.Compromise.
4.The danger to the plan lies in
A.the two parties’ objection.
B.different idea of the two parties about the plan.
C.its passage.
D.distortion.
5.The passage is
A.a review.
B.a preface.
C.a advertisement.
D.an editorial.

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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.
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

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

If a manager should show his empathy (Paragraph6), 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.”

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

Which of the following is conveyed in this article?

A.Face-to-face service creates comfortable feelings among customers.
B.Companies that promise more will naturally attract more customers.
C.A company should promise less but do more in a competitive market.
D.Customer delight is more important for airlines than for banks.

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

A.Lonely. B.Anxious. C.Relieved. D.Annoyed.

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

A.was occupied in B.was associated with
C.was tired of D.was addicted to

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

A.live a greener and healthier life
B.earn more money for her kids’ education
C.shift her attention and ease her anxiety
D.start her own decorating business

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

A.Skilled B.Supportive C.Stubborn D.Open-minded

Thanks to the foster daughter, the author.

A.got rid of her busy work B.forgot her other children
C.found a suitable job D.knew what she really wanted

Winners Club
You choose to be a winner!
The Winners Club is a bank account specially designed for teenagers. It has been made to help you better manage your money. The Winners Club is a transaction account(交易账户)where you receive a key-card so you can get to your money 24/7 – that’s 24 hours a day, 7 days a week!
It’s a club with impressive features for teenagers:
No account keeping fees!
You’re no millionaire so we don’t expect you to pay large fees. In fact, there are no account keeping or transaction fees!
Excellent interest rates!
You want your money to grow. The Winners Club has a good rate of interest which gets even better if you make at least two deposits(储蓄)without taking them out in a month.
Convenient
Teenagers are busy – we get that. You may never need to come to a bank at all. With the Winners Club you can choose to use handy tellers and to bank from home using the phone and the Internet···You can have money directly deposited into your Winners Club account. This could be your pocket money or your pay from your part-time job!
Mega magazine included
Along with your regular report, you will receive a FREE magazine full of good ideas to make even more of your money. There are also fantastic offers and competitions only for Winners Club members.
The Winners Club is a great choice for teenagers. And it is so easy to join. Simply fill in an application form. You will have to get permission from your parent or guardian (so we can organize that cool key – card) but it is easy. We can’t wait to hear from you. It’s the best way to choose to be a winner!
The Winners Club is a bank account intended for ________.

A.parents B.teenagers C.winners D.adults

Which of the following is TRUE about the Winners Club?

A.Special gifts are ready for parents.
B.The bank opens only on work days.
C.Services are convenient for its members.
D.Fees are necessary for the account keeping.

The Winners Club provides magazines which ________.

A.encourage spending
B.are free to all teenagers
C.are full of adventure stories
D.help to make more of your money

If you want to be a member of the Club, you must ________.

A.be an Internet user
B.be permitted by your parent
C.have a big sum of money
D.be in your twenties

What is the purpose of this text?

A.To set up a club.
B.To provide part-time jobs.
C.To organize key-cards.
D.To introduce a new banking service.

There are some very good things about open education. This way of teaching allows the students to grow as people, and to develop their own interests in many subjects. Open education allows students to be responsible for their own education, as they are responsible for what they do in life. Some students do badly in a traditional classroom. The open classroom may allow them to enjoy learning. Some students will be happier in an open education school. They will not have to worry about grades or rules. For students who worry about these things a lot, it is a good idea to be in an open classroom.
But many students will not do well in an open classroom. For some students, there are too few rules. These students will do little in school. They will not make good use of open education. Because open education is so different from traditional education, these students may have a problem getting used to making so many choices. For many students it is important to have some rules in the classroom. They worry about the rules even when there are no rules. Even a few rules will help this kind of students. The last point about open education is that some traditional teachers do not like it. Man y teachers do not believe in open education. Teachers who want to have an open classroom may have many problems at their schools.
You now know what open education is. Some of its good points and bad points have been explained. You may have your own opinion about open education. The writer thinks that open education is a good idea, but only in theory. In actual fact, it may not work very well in a real class or school. The writer believes that most students, but of course not all students, want some structure in their classes. They want and need to have rules. In some cases, they must be made to study some subjects. Many students are pleased to find subjects they have to study interesting. They would not study those subjects if they did not have to.
Open education allows the students to _________. .

A.grow as the educated B.be responsible for their future
C.develop their own interests D.discover subjects outside class

Open education may be a good idea for the students who _____.

A.enjoy learning
B.worry about grades
C.do well in a traditional classroom
D.are responsible for what they do in life.

Some students will do little in an open classroom because____.

A.there are too few rules
B.they hate activities
C.open education is similar to the traditional education
D.they worry about the rules

Which of the following is NOT mentioned in the passage?

A.Some traditional teachers do not like it.
B.Many teachers do not believe in open education.
C.Teachers may have problems in open classrooms.
D.The teacher’s feelings and attitudes are important to the students.

Which of the following best summarizes the passage?

A.Open education is a really complex idea.
B.Open education is better than traditional education.
C.Teachers dislike open education.
D.The writer thinks that open education is a good idea in practice.

Two graduates from Cambridge University in the United Kingdom found themselves about to graduate, yet with loans to pay off. The pair decided to begin a strange, year-long project to battle their debt.
The men, Ross Harper and Ed Moyse, set up the site BuyMyFace.co.uk. last October as a way to get rid of the $80,000 they shared as student loans.The idea behind the project was to earn money by selling their faces as advertising space every day for a year. Each day, they advertise a different business on their site by painting the brand's logo or name on their faces and including a link to the company’s site. After they paint their faces and publish them on the site, Harper and Moyse go out to highly populated areas such as music festivals and theme parks to maximize their faces’ exposure.
At this time, Harper and Moyse have advertised their faces for over four months without skipping a day and they're more than halfway to their goal. Though they first started charging a minimum of about USD $1.60per company, the prices have risen as their popularity increased. For advertisingspace during the remainder of April, they range between USD $250 and $750.
Terri L. Rittenburg, associate professor of marketing at the University of Wyoming, said she had heard of people tattooing (纹身) logos on themselves before, but this idea is much better. According to her, at first the idea would be new and novel and attract attention, but she is unsure how long it would last.
At least for now, companies that have bought Harper and Moyse’s faces have written positive comments on the pair’s website. “We had a three percent increase in website traffic on the very day and for two days more afterwards,” said an alcoholic beverage company.
Which of the following was most possibly taken from the website BuyMyFace.co.uk.?

A. B. C. D.

Harper and Moyse go to highly populated areas to _____.

A.have fun B.make friends C.show their faces D.find new customers

We can infer from the article that the two men _____.

A.must have earned more than $40,000
B.aren’t getting on well with their project
C.may close their site next month
D.always work hard except on holidays

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