My bookshelves are full of dust — and with good reason．When it comes to cleaning that part of my home, I suffer from the most serious case of avoidance (回避反应症)．
The thing is this: when I do set out to clean and re-organize my books, which seldom happens, I place myself into a really bad situation．No sooner do I take a title from the shelf, blow off the dust, and wipe down the cover than I find myself sitting on the floor with legs crossed and my back against the wall．Pretty soon books get piled up on my legs as I am reunited with old friends．
It is as if these books have voices, and each wants to say its piece．“Remember me? I was given to you when you went into the Navy, so that you would never lack for companionship,” one whispers．Another says, “I was your first book of poems, given to you before you learned to love poetry．” And a third, “I was the book that made history so attractive to you．”
Perhaps the greatest pleasure of re-organizing my books are the surprises — or better said, reunions — that occur．During my latest book-cleaning adventure, I found one that had fallen behind the shelf: “Tales of Edgar Allan Poe．” Not an unusual title, but the words written on the first page made it very special: “With Love from Mom and Dad, Christmas 1965．” What’s this? A book on the physics of lasers（激光）．It is filled with mathematical statements, and I had bought it at a library sale when I was 12, not long after the laser had been invented．I couldn’t understand a bit of it, but I did learn what “laser” meant．
What I end up with when I empty my bookshelves is a cross-section (横剖面) of my personal history．It’s like a road cut where one sees all the layers of rock going back through time to the beginning of the simplest life forms．The books I’ve read — and kept — are not just old friends．They are my résumé．
57．What could be said about the author?
A．He is too busy to tidy up his bookshelves．
B．He considers his books treasured possessions．
C．He has made a lot of notes in his books．
D．He is a lover of science books．
58．By saying that his books have voices, the author means ________ ．
A．they bring back happy memories B．they are recorded in human voice
C．they say a lot about human history D．they offer good topics for discussion
59．What does the author enjoy most from re-organizing his books?
A．Finding some missing books．
B．Putting books in good order．
C．Learning something new from the books．
D．Rediscovering interesting stories behind some books．
60．The underlined word “résumé” in the last paragraph probably means ______．
A．personal history B．precious notes
C．good companion D．simple life forms
Self-employed private physicians who charge a fee for each patient visit are the foundation of medical practice in the United States. Most physicians have a contract relationship with one or more hospitals in the community. They send their patients to this hospital, which usually charges patients according to the number of days they stay and the facilities(operating room, tests, medicines that they use). Some hospitals belong to a city, a state or, in the case of veteran's hospitals, a federal government agency. Others are operated by religious orders(教会) or other non-profit groups.
Some medical doctors are on salary. Salaried physicians may work as hospital staff members, or residents, who are often still in training. They may teach in medical schools, be hired by corporations to care for their workers or work for the federal government's Public Health Service.
Physicians are among the best paid professionals in the United States. In the 1980s, it was not uncommon for medical doctors to earn incomes of more than $ 100 000 a year. Specialists, particularly surgeons, might earn several times that amount. Physicians list many reasons why they deserve to be so well rewarded for their work. One reason is the long and expensive preparation required to become a physician in the United States. Most would be physicians first attend college for four years, which can cost nearly $ 20 000 a year at one of the best private institutions. Prospective physicians then attend medical school for four years. Tuition alone can exceed $ 10 000 a year. By the time they have obtained their medical degrees, many young physicians are deeply in debt. They still face three to five years of residency(实习阶段) in a hospital, the first year as an apprentice physician. The hours are long and the pay is relatively low.
Setting up a medical practice is expensive, too. Sometimes several physicians will decide to establish a group practice, so they can share the expense of maintaining an office and buying equipment. These physicians also take care of each other's patients in emergencies.
Physicians work long hours and must accept a great deal of responsibility. Many medical procedures, even quite routine ones, involve risk. It is understandable that physicians want to be well rewarded for making decisions which can mean the difference between life and death.According to the passage, it is very unlikely that an American hospital is owned by _______.
| A．a church | B．a corporation | C．a city | D．a state |
The expenses for becoming a doctor are spent on _______.
| A．schooling and retraining | B．practice in a hospital |
| C．facilities he or she uses | D．education he or she receives |
According to the passage, how long does it take for a would-be physician to become an independent physician in the USA?
| A．About seven years. | B．Eight years. |
| C．Ten years. | D．About twelve years. |
Sometimes several physicians set up a group medical practice mainly because _______.
| A．there are so many patients that it is difficult for one physician to take care all of them |
| B．they can take turns to work long hours |
| C．facilities may be too much of a burden for one physician to shoulder |
| D．no one wants to assume too much responsibility |
Which of the following statements could fully express the author's view towards physicians’ payment in the USA?
| A．For their expensive education and their responsibility, they deserve a handsome pay. |
| B．It is reasonable for physicians to have a large income because their work is very dangerous. |
| C．Physicians should be better paid because they work long hours under bad conditions. |
| D．Physicians have great responsibility, so it is understandable that they should be well rewarded. |
The Internet has led to a huge increase in credit-card fraud. Your card information could even be for sale in an illegal web site.
Web sites offering cheap goods and services should be regarded with care.
On-line shoppers who enter their credit-card information may never receive the goods they thought they bought. The thieves then go shopping with your card number — or sell the information over the Internet. Computers hackers have broken down security systems, raising questions about the safety of cardholder information. Several months ago, 25, 000 customers of CD Universe, an on-line music retailer(零售商), were not lucky. Their names, addresses and credit-card numbers were posted on a Web site after the retailer refused to pay US $157, 828 to get back the information.
Credit-card firms are now fighting against on-line fraud. Mastercard is working on plans for Web — only credit card, with a lower credit limit. The card could be used only for shopping on-line. However, there are a few simple steps you can take to keep from being cheated.
Ask about your credit-card firm’s on-line rules: Under British law, cardholders have to pay the first US $78 of any fraudulent(欺骗性的) spending.
And shop only at secure sites; Send your credit-card information only if the Web site offers advanced secure system.
If the security is in place, a letter will appear in the bottom right-hand corner of your screen. The Website address may also start https: //—the extra “s” stands for secure. If in doubt, give your credit-card information over the telephone.
Keep your password safe: Most on-line sites require a user name and password before placing an order. Treat your passwords with care.What do most people worry about the Internet according to this passage?
| A．A lot of stolen credit-cards were sold on the Internet. |
| B．Fraud on the Internet. |
| C．Many Web sites are destroyed. |
| D．Many illegal Web sites are on the Internet. |
What is the meaning of “fraud”?
| A．Cheating. | B．Sale. | C．Payment. | D．Safety. |
How can the thieves get the information of the credit card?
| A．The customers give them the information. |
| B．The thieves steal the information from Web sites. |
| C．The customers sell the information to them. |
| D．The thieves buy the information from credit-card firms. |
How many pieces of advice does the passage give to you?
| A．Four. | B．Three. | C．Five. | D．Six. |
You are shopping on the site: http: // www. Shopping. com, and you want to buy a TV set, what does this article suggest to do?
| A．Order the TV set at once. |
| B．Do not buy the TV set on this site. |
| C．E-mail the site your credit-card information. |
| D．Tell the site your password and buy the TV set for you. |
My father was Chief engineer of merchant ship, which was sunk in Word War II. The book Night of the U-boats told the story.
Memories
In September, 1940, my mother, sister and I went to Swansea, where my father's ship was getting ready to sail. We brought him a family photograph to be kept with him at all times and keep him safe.
Then I remember my mother lying face down, sobbing. She had heard from a friend that the ship had been sunk by a torpedo (鱼雷).
I can remember the arrival of the telegram (电报), which in those days always brought had news. My grandmother opened it. It read, "Safe, Love Ted."
My most vivid memory is being woken and brought down to sit on my father's knee, his arm in a bandage.
He was judged unfit to return to sea and took a shore job in Glasgow for the rest of the war. For as long as I can remember, he had a weak heart. Mother said it was caused by the torpedoes. He said it was because of the cigarettes. Whichever, he died suddenly in his early 50s.
Ten years later I read Night of the U-boats and was able to complete the story.
Torpedo
One torpedo struck the ship. Father was in the engine room, where the third engineer was killed. He shut down the engines to slow the ship making it easier for it to be abandoned.
By the time he got on deck (甲板) he was alone. Every lifeboat was gone except one which had stuck fast. When he tried to cut it free, it swung against the ship, injuring his hand and arm. He had no choice but to jump — still with the photograph in his pocket.
Three days later, he and other survivors were safe in Glasgow. All 23 with him signed the back of the photograph.
A Toast
In my room is the book and the photograph. Often, glass in hand, I have wondered how I would have dealt with an explosion, a sinking ship, a jump into a vast ocean and a wait for rescue? Lest（以免）we forget, I have some more whisky and toast the heroes of the war.We can infer that the mother and children went to Swansea ________.
| A．to meet a friend |
| B．to see the father off |
| C．to take a family photo |
| D．to enjoy the sailing of the ship |
What did the author learn about the father from the telegram?
| A．he was still alive. |
| B．His knee was broken. |
| C．His ship had been sunk. |
| D．He had arrived in Glasgow. |
The underlined word "it" in Paragraph 6 refers to the father's ________.
| A．weak heart |
| B．taking a shore job |
| C．failure to return to sea |
| D．injury caused by a torpedo |
What can we know about the author's father after his ship was attacked?
| A．He lost his arm |
| B．He repaired the engines. |
| C．He managed to take a lifeboat. |
| D．He was the last to leave the ship. |
What is the massage mainly about?
| A．A group of forgotten heroes |
| B．A book describing a terrifying battle. |
| C．A ship engineer's wartime experience. |
| D．A merchant's memories of a sea rescue. |
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 researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of woe to up to 20 people. Interestingly, 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 them -- 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 (购物礼券) 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 names, 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 |
What does the writer recommend to create customer delight?
| A．Calling customers regular. |
| B．Giving a "thank you" note. |
| C．Delivering a quicker service. |
| D．Promising more gifts. |
If a manager should show his empathy (Paragraph 6), what would be 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 air lines then for banks. |
One evening in February 2007, a student named Paula Ceely brought her car to a stop on a remote road in Wales. She got out to open a metal gate that blocked her path. That's when she heard the whistle sounded by the driver of a train. Her Renault Clio was parked across a railway line. Seconds later, she watched the train drag her car almost a kilometre down the railway tracks.
Ceely's near miss made the news because she blamed it on her GPS (导航仪). She had never driven the route before. It was dark and raining heavily. Ceely was relying on her GPS, but it made no mention of the crossing. "I put my complete trust in the device and it led me right into the path of a speeding train." she told the BBC.
Who is to blame here? Rick Stevenson, who tells Ceely's story in his book When Machines Fail Us, points the finger at the limitations of technology. We put our faith in digital devices, he says, but our digital helpers are too often not up to the job. They are filled with small problems. And it's not just GPS devices: Stevenson takes us on a tour of digital disasters involving everything from mobile phones to wireless keyboards.
The problem with his argument in the book is that it's not clear why he only focuses on digital technology, while there may be a number of other possible causes. A map-maker might have left the crossing off a paper map. Maybe we should blame Ceely for not paying attention. Perhaps the railway authorities are at fault for poor signalling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the GPS equipment. But Stevenson doesn't say.
It's a problem that runs through the book. In a section on cars, Stevenson gives an account of the advanced techniques that criminals use to defeat computer-based locking systems for cars. He offers two independent sets of figures on car theft; both show a small rise in some parts of the country. He says that once again not all new locks have proved reliable. Perhaps, but maybe it's also due to the shortage of policemen on the streets. Or changing social circumstances. Or some combination of these factors.
The game between humans and their smart devices is amusing and complex. It is shaped by economics and psychology and the cultures we live in. Somewhere in the mix of those forces there may be a way for a wiser use of technology.
If there is such a way, it should involve more than just an awareness of the shortcomings of our machines. After all, we have lived with them for thousands of years. They have probably been fooling us for just as long.What did Paula Ceely think was the cause of her accident?
| A．She was not familiar with the road. |
| B．It was dark and raining heavily then. |
| C．The railway workers failed to give the signal. |
| D．Her GPS device didn't tell her about the crossing. |
The phrase "near miss" (Paragraph 2) can best be replaced by ________.
| A．close hit | B．heavy loss |
| C．narrow escape | D．big mistake |
Which of the following would Rick Stevenson most probably agree with?
| A．Modern technology is what we can't live without. |
| B．Digital technology often falls short of our expectation. |
| C．Digital devices are more reliable than they used to be. |
| D．GPS error is not the only cause for Ceely's accident. |
In the writer's opinion, Stevenson's argument is ________.
| A．one-sided | B．reasonable | C．puzzling | D．well-based |
What is the real concern of the writer of this article?
| A．The major causes of traffic accidents and car thefts. |
| B．The relationship between human and technology. |
| C．The shortcomings of digital devices we use. |
| D．The human unawareness of technical problems. |