The report came to the British on May 21, 1941. The German battleship Bismarck, the most powerful warship in the world, was moving out into the Atlantic Ocean. Her task: to destroy the ships carrying supplies from the United States to war-torn England.
The British had feared such a task. No warship they had could match the Bismarck in speed or in firepower. The Bismarck had eight 15-inch guns and 81 smaller guns. She could move at 30 nautical miles(海里) an hour, she was believed to be unsinkable.
However, the British had to sink her. They sent out a task force headed by their best battleship Hood to hunt down the Bismarck. On May 24, the Hood found the Bismarck. It was a meeting that the German commander Luetjens did not want to see. His orders were to destroy the British ships that were carrying supplies, but to stay away from a fight with British warships.
The battle didn’t last long. The Bismarck’s first torpedo(鱼雷)hit the Hood, which went down taking all but three of her 1,419 men with her. But in the fight, the Bismarck was slightly damaged （损坏）. Her commander decided to run for repairs to France, which had at that time been taken by the Germans. The British force followed her. However, because of the Bismarck’s speed and the heavy fog, they lost sight of her.
For two days, every British ship in the Atlantic tried to find the Bismarck, but with no success. Finally, she was sighted by a plane from Ireland. Trying to slow the Bismarck down so that their ships could catch up with her, the British fired at her from the air. The Bismarck was hit. On the morning of May 27, the last battle was fought. Four British ships fired on the Bismarck. And she was finally sunk.The Bismarck sailed into the Atlantic Ocean ______.
| A．to sink the Hood | B．to gain control of France |
| C．to cut off American supplies to Britain | D．to stop British warships reaching Germany |
Many people believed that the Bismarck could not be defeated because she ______.
| A．was fast and powerful | B．had more men on board |
| C．was under Luetjens' command | D．had bigger guns than other ships |
We learn from the text that on 24 May______.
| A．the British won the battle against the Bismarck |
| B．the Bismarck won the battle against the British |
| C．the British gunfire damaged the Bismarch seriously |
| D．the Bismarck succeeded in keeping away from the British |
Which of the following is the immediate cause of the sinking of the Bismarck?
| A．The British air strikes. | B．The damage done by the Hood. |
| C．Gunfire from the British warships. | D．Luetjen's decision to run for France |
No matter what type of business you run, it has to deal with situations in which things go wrong from your customer’s point of view. Complaints can be a great source of information for the organizations. So it’s important to learn to deal with customer complaints efficiently.
Firstly, listen attentively 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 excuse. 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.What does the passage mainly talk about?
| A．Effects of customer complaints on business. |
| B．Tips for handling complaints from customers. |
| C．Importance of dealing with customer complaints. |
| D．Several factors resulting in customer complaints. |
The author thinks that customer complaints _____________.
| A．are easy to deal with |
| B．are sometimes beneficial |
| C．can actually be avoided |
| D．are really quite annoying |
The underlined word “authentic” in Paragraph 3 most probably means _______.
| A．believable | B．touching |
| C．attractive | D．clever |
According to the passage, what is the first thing you should do when facing the customer complaints?
| A．Showing sincere attitude. |
| B．Making an honest apology. |
| C．Making an absolute promise. |
| D．Listening to the complaint impatiently. |
Mom is usually home on Sunday but this week she was going to a big golf game and I was all alone in the house. I was mad at Mom for divorcing Dad.
I kept looking at the telephone until I couldn’t stand it any longer. I picked up the receiver and dialed Dad’s number over in Bakersfield. I even remembered to dial 1 first because it was long distance. “You promised to phone me this week but you didn’t,” I said, feeling I had to talk to him.
“Take it easy, kid,” he said. “I just didn’t get around to it. I was going to call this evening. The week isn’t over yet.”
I thought about that.
“Something on your mind?” he asked.
“I hoped you would call, so I waited and waited.” Then I was sorry I said it.
“There was heavy snow in the morning,” he said, “I had to chain up on highway 80 and lost time.”
I know putting chains on eight big wheels in the snow is no fun．I felt a little better, as long as we were talking. “How is Bandit?” I asked.
There was a funny silence. For a minute I thought the line was dead. Then I knew something must have happened to my dog.
“Well, kid—”, he began. “My name is Leigh!” I almost yelled. “I’m not just some kid you met on the street!”
“Keep your shirt on, Leigh,” he said. “When I had to stop along with some other truckers to put on chains, I left Bandit out of the cab, I thought he would get back … I have sent out a call to CB radio, but I didn’t get an answer yet.” I was about to say I understood when there came the bad part, the really bad part. I heard a boy’s voice say, “Hey, Bill, Mom wants to know when we’re going out to get the pizza?”From the story we know that _______．
| A．Leigh was a deserted boy |
| B．Leigh’s dad never had a rest on Sundays |
| C．Leigh’s dad lived in another city |
| D．Leigh’s mother often went to golf games |
The underlined sentence “Keep your shirt on” probably means “_____” .
| A．Stop talking |
| B．Calm down |
| C．Put on your shirt |
| D．Keep warm |
Who is Bandit?
A. Leigh’s friend B. Leigh’s dog
C. Leigh’s brother D Leigh’s shirtThe worst part in Leigh’s eyes may be that ________．
| A．his dad got remarried |
| B．his parents got divorced |
| C．his dad didn’t love him |
| D．his mom didn’t take him to pizza |
Nearly a quarter-century after a German boy threw a message in a bottle off a ship in the Baltic Sea, he’s received an answer.
A 13-year-old Russian, Daniil Korotkikh, was walking with his parents on a beach when he saw something lying in the sand.
“I saw that bottle and it looked interesting,” Korotkikh told The Associated Press on Tuesday. “it looked like a German beer bottle and there was a message inside. ”
It said, “My name is Frank, and I’m five years old. My dad and I are traveling on a ship to Denmark. If you find this letter, please write back to me, and I will write back to you.” The letter, dated 1987, included an address in the town of Coesfeld.
The boy in the letter, Frank Uesbeck, is now 29. His parents still live at the letter’s address.
The Russian boy and the German man met each other earlier this month through an internet video link. The Russian boy said he did not believe that the bottle actually spent 24 years in the sea. He believed it had been hidden under the sand where he found it for a long time.
Uesbeck was especially happy that he was able to have a positive effect on a life of a young person far away from Germany. “It‘s really a wonderful story,” he said. “And who knows? Perhaps one day we will actually be able to arrange a meeting in person. ”What is this passage mainly about?
| A．Message in a bottle. |
| B．A beautiful beer bottle. |
| C．Traveling on a ship. |
| D．Meeting an old friend. |
When the German boy threw the bottle into the sea, ________________.
| A．he was going back home. |
| B．he was already 29 years old. |
| C．he was walking with his parents on a beach. |
| D．he was traveling to Denmark by ship with his dad. |
According to the text, which of the following statements is TRUE?
| A．Korotkikh’s parents still live in the town of Coesfeld. |
| B．The German boy did not believe that the bottle actually spent 24 years in the sea. |
| C．Frank Uesbeck and Daniil Korotkikh have met each other in person. |
| D．Daniil Korotkikh and Frank Uesbeck have got in touch with each other. |
Why was Uesbeck very happy when he got the information of the 24 years’ beer bottle?
| A．Because he could have a new friend. |
| B．Because the two boys could surf the internet together. |
| C．Because he finally got what he had lost. |
| D．Because he could have a positive influence on a life of a young person. |
A teenager who is preparing to go to high school has probably heard all kinds of different things about high school freshmen from his parents , fiends , or old brothers and sisters. The change from middle school to high school can seem like a frightening experience for teens going into high school , but it is not always so hard as it may seem. Usually , middle school students can get used to high school life within a few months of their freshman year. A few tips for high school freshmen are as follows.
Grades are important . While it is important for a student to try to do his best in school , the grades that he gets in high school are even more important , since they are what colleges will look like when considering his application (申请)for their school .
Classes . The classes a freshman takes throughout his whole high school can help them a lot when he gets ready to go to college or look for a job . Some special classes allow students to get college credits（学分）while they are still in high school in some countries . Most high school classes will have more homework than middle school classes and this can be a hard adjustment (适应) at first .
Being prepared . Middle school classes might not request students to prepare very much before they attend them . But high school teachers will expect students to get everything ready before the class begins .It is also important for students to study for tests and do all homework that is required during class.
Making good choices. Most high school students have more freedom than middle school students, but what a student does with this freedom is very important to his future life for many years after high school is over. Peer pressure（同龄人压力）, while it can be good sometimes, is often a problem with younger teens .It is important for a teen to make good choices throughout his high school career so that he can be successful later on in his life .
High school is a memorable experience for teenagers .They should not be afraid of becoming a freshmen . After studying for a period of time , they will surely enjoy it. The first paragraph mainly tells readers that _________.
| A．It is necessary for teens to worry about something |
| B．there are few differences between high school and middle school |
| C．teens are too worried to go to high school |
| D．It is not so difficult for teens to get used to high school life |
According to the passage , which of the following is right ?
| A．The grades in middle school are not important |
| B．All the classes don’t allow the students to get credits in high school in some countries |
| C．A teenager may hear things about high school from their teachers |
| D．What a teen does with his freedom in high school has nothing to do with his college life. |
What will be considered when a college decides whether to accept a student’s application or not ?
| A．His choice in middle school |
| B．His unforgettable experience in high school |
| C．His grades in high school |
| D．His college credits in high school |
The passage suggests that ________.
| A．The teens don’t always have a problem with peer pressure |
| B．If a teen makes good choices in his high school , he will surely succeed in later life |
| C．The life in high school is less difficult than it looks |
| D．A teen needn’t be worried about his high school life because everything will be exactly the same as before. |
Donald Watson was a man who thought very much about the food he ate. He was born in yorkshire， England , in September 1910. And he died in November 2005, at the age of 95. That is a very great age. Watson explained that it was because he never ate any food from animals.
When he was a boy , Watson stayed on a farm. .He loved to see the animals. He said that they gave so much to people. And all the animals were so friendly. Then , one day , he saw a man killing a pig . He was very sad. . From then on, Watson decided that he would never again eat meat . Twenty years later he decided that he wouldn’t eat anything from animals, such as milk, cheese or eggs. He became vegan (素食主义者).
Watson formed a group called “The Vegan Society”. In its newspaper, The Vegan Society thought it was terrible and wrong to eat food from animals. At first, there were not many people who agreed with him . They thought it was crazy to do it .Most people thought it was too difficult and unhealthy. However, over time , more and more people began to agree with Watson and The Vegan Society.
People become vegans for many reasons. Watson and his friend stopped eating because they loved animals. They believed that it was wrong to hurt another living thing .
Now, people also become vegans for environmental reasons. Keeping animals takes a lot of resources(资源)， including water and food. Also, in some places, people are cutting down trees to create more land for cows. By avoiding food from animals, vegans hope to protect these forest areas.
Finally, just like Watson, some people believe that being a vegan is healthier. They believe that food from animals causes heart problems, a high body weight and many other health problems. We know from the text that Watson __________.
| A．lived a very long life |
| B．refused to eat meat at 20 |
| C．helped kill a pig on a farm |
| D．enjoyed good food very much |
The underlined word “it’ in paragraph 3 means “ ________”.
| A．agreeing with Watson |
| B．publishing a newspaper |
| C．forming “The Vegan Society” |
| D．avoiding all food from animals |
Watson refused to eat meat ______.
| A．because of his love of animals |
| B．because of environmental reasons |
| C．because he had a lot of health problems |
| D．because keeping animals needs lots of resources |
What’s the best title (标题)for the text?
| A．Donald Watson : a new way to eat |
| B．Animal protection in England |
| C．The Vegan Society：a special group |
| D．Healthy eating habits |