第二节语法填空(共10小题；每小题l5分．满分l5分)阅读下-优题课

阅读下面短文，根据所读内容在表格中的空白处填入恰当的单词。
注意：每个空格只填一个单词。
Customer service refers to the way that companies behave towards their customers．It's the quality of service that determines whether the customer remains with the company． However, many a time organizations don't focus on customer relationship management, and that's what makes customers angry, which is one of the reasons why companies lose their customers．So customer service is vital and you should know how to improve it．
First of all, you need to realize how important the customers are．It's they who are the boss, and it's because of them that you get your pay checks．So do take your customers seriously．
Finding out the needs of the customers is another important customer service tip．You need to ask the customers the right kind of questions and think of the possible solutions which you can provide．Understand how they feel according to a particular situation, their body language, tone of voice and words they speak．Never make assumptions and think that you know what the customer wants．
Making customers feel they are important is an excellent way to serve them better．Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way．
In addition, there are some other skills which will help you in serving your customers better．For example, once you finish solving the problem for the customer, before, ending the call, always remember to ask if there is anything else you can do for them．' End the call with a "thank you"．If customers are angry, let them express their anger completely．Never interrupt or start speaking until they've finished．Once they've finished speaking, try to calm them down by apologizing．
In a word, always remember that if the customers remain happy, you'll be in business．

Title	How tocustomer service
Meaning	The way companies behave towards their customers．
Importance	The quality of service determines whether companies can their customers．For example, bad service can result incustomers．
	☆Take your customers seriously because they are your boss and the source of your income． ☆Recognize the needs of the customers． ◇Ask the customers the right kind of questions and offer to their problems． ◇Understand customers'from a particular situation, their body language, tone of voice and words． ◇Neverthat you know the customer's needs． ☆Make customers feel they are important and treat them as individuals by using their first name and praising them. ☆Other small skills: ◇Always ask if you can do anything else for the customer before ending the call and end the call with a "thank you"． ◇Don't, the customer when he is speaking angrily． ◇Calm the customer down by making anafter he finishes speaking．

Stephen Covey’s book The 7 Habits of Highly Effective Peopleis very popular among business people who want to improve their careers, but its rules can be applied to any area of life. For example, Covey’s rules can be used to improve relationships between parents and children or to improve the way you manage your time.
Covey begins by discussing habits and effectiveness, and why they are both important to success. According to Covey, for an action to become a habit, you must know what to do and why should do it. However, you also must want to do it. On the other hand, effectiveness means having a balance between success and a good relationship with the people around you. In order to be successful, you must have habits that make you able to deal effectively with others and your own personal life.
Next, Covey introduces the seven habits of highly effective people. The first three habits focus on personal growth. The next three habits are about how to get along with others. The seventh habit shows how to achieve physical, emotional and mental health.
Covey includes exercises to help you analyse your life. He challenges you to decide what you want to contribute to society in your lifetime. He does this by asking you to think about what people to say about you after you die. Your answer to this question will help you make better decisions about how to spend your time. In this way, you can challenge yourself to make your dreams and ambitions come true.
The 7 Habits of Highly Effective People has the potential to really improve your life.

Introduction	This book can help you improve your career and your relationship and manage your time better.
For success	lHabits: you must know what to do and why should do it. You also must want to do it. l .You should achieve a between success and a good relationship with the people around you.
The seven	The first three habits focus on personal . The next three habits are about how to get along with others. The seventh habit shows how to achieve physical, emotional and health.
Exercises	lThey help you your life. lDecide what you want to make in your lifetime. lChallenge yourself toyour dreams and ambitions.
	The book has the potential to really improve your life.

I believe being honest is one of the greatest gifts. I know they call it a lot of fancy names,upright and straightforward. And it’s still what makes a man a good citizen. This is my code, and I try to live by.
I’ve been in the taxi business for thirty-five years, (know)there is a lot about it that is not so good. Because taxi drivers are tough, people get the wrong impression ____they are bad. Taxi drivers are just likepeople. Most of them will act as rude fellows. But almost every week you read in the papers that a taxi driver turns in money or jewels or like that people leave in their cars. Once, I found an emerald ring in my car. I remembered helping a ladya lot of suitcases that day, so I went back toI had dropped her off. It took me almost two days to wait for her in order to return her ring to her. I didn’t get as much as “thank you”. However, I(feel) good because I had done what was right.
As far as I know, (practice) everyone will give you something, because most Americans are fairly generous. I believe in God and try to begood member of my parish（教区）. I try to act toward others like I think God wants me to act. I have been trying this for a long time, and the longer I try, the(easy) it gets.

A rich landowner decided to leave possessions to one of his two sons. As he lay on the deathbed, he called the two young men to him the break of dawn and even before the cock could crow (鸣叫). He then said, “I will leave all my wealth to the one can best fill this room. It was in this room I made plans on how to build up my fortune. Not an inch must (leave) uncovered. As I am getting (weak) by the hour you both must come back by midnight.” He handed them a small piece of silver and an empty bag to put their purchases in. They both went out and (hurry) came back with their purchases. (bring) the straw, the elder began to spread it about the floor, far from filling the room. It did not even cover half the space. “This is no use, son,” said the father, “and let me see how brother fills the room.” The younger son took his bag a large candle, set it on the table in the centre of the room and lit it. A brilliant bright light filled up the whole room. The father was delighted and exclaimed, “Son, I am sure you will use the wealth well.”

阅读下面短文，按照句子结构的语法性和上下文连贯的要求，在空格处填入一个适当的词或使用括号中词语的正确形式填空。
An 8.8magnitude earthquake struck Chile on 27 Feb,2010.More than 300 people are reported ____(kill) in Chile after a magnitude 8.8 earthquake hit the South American nation early Saturday，____(cause)considerable destruction as well，and creating tsunami warnings across the Pacific Ocean.
Rescuers worked frantically for hours to help survivors of the quake ____centered 100 kilometers from the city of Concepcion but caused damage and deaths in several parts of Chile.
Homes，buildings and bridges collapsed or caught fire，cars ____(overturn)，and the main international airport had to be shut down because of damage. One survivor said it was terrible. She said she thought she was not ____(scare)of earthquakes but then，she says，it looked as if everything was going to collapse. There were at least eight aftershocks and tidal waves of up ____ two meters that hit Chile’s coast. Residents in lowlying areas and living on islands off the mainland tried to flee ____higher ground. Chile experiences many earthquakes but the early Saturday natural disaster was ____of its most severe (剧烈的). Thorne Lay，a geophysicist at the University of California，Santa Cruz，said it was much stronger than ____one that caused devastation(废墟)in Haiti last month，but probably less ____(destroy)，because of where it was centered.