Everyoneneedsfriends.Wealllike-优题课

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 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be bad to bosses.
According to the research, shoppers who bought clothing met 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 the parking problems by getting moonlighting 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 fight between those eyeing the same parking space.
Bosses 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 filling complaints to the boss, instead of complaining to the rest of the world. Bosses are hard-pressed to improve when they have no idea what is wrong.
1. 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.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A. New customers are sure to replace old ones.
B. It is not likely the shopper can find the same products in other stores.
C. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store B. won’t have trouble parking their cars
C. won’t have any worries about safety D. can find their cars easily after shopping
4. 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 the store layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic（外交）way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores

If you are a male and you are reading this ,congratulations: you are a survivor. According to statistics, you are more than twice as likely to die of skin cancer than a woman ,and nine times more likely to die of AIDS. Assuming you make it to the end of your natural term, about 78 years for men in Australia, you will die on average five years before a woman.
There are many reasons for this-typically, men take more risks than woman and are more likely to drink and smoke but perhaps more importantly, men don’t go to the doctor. “Men aren’t seeing doctors as often as they should, ” says Dr. Gullotta, “This is particularly so for the over-40s,when diseases tend to strike.” Gullotta says a healthy man should visit the doctor every year or two. For those over 45,it should be at least once a year. Two months ago Gullotta saw a 50-year-old man who had delayed doing anything about his smoker’s cough for a year. “When I finally saw him it had already spread and he has since died from lung cancer” he says, “Earlier detection and treatment may not have cured him, but it would have prolonged this life”
According to a recent survey, 95%of women aged between 15 and early 40s see a doctor once a year, compared to 70% of men in the same age group. “A lot of men think they are invincible （不可战胜的）” Gullotta says “They only come in when a friend drops dead on the golf course and they think “ if it could happen to him. Then there is the ostrich approach,” some men are scared of what might be there and would rather not know, ” says Dr. Ross Cartmill.
“Most men get their cars serviced more regularly than they service their bodies,” Cartmill says. He believes most diseases that commonly affect men could be addressed by preventive check-ups
Regular check-ups for men would take time and money of the public, Cartmill says.” But prevention is cheaper in the long run than having to treat the diseases. Besides, the ultimate cost is far greater: it is called death.”
1.Why does the author congratulate his male readers at the beginning of the passage?
A. They are more likely to survive serious diseases today.
B. Their average life span has been considerably extended.
C. They have lived long enough to read this article.
D. They are sure to enjoy a longer and happier live.
2.What does the author state is the most important reason men die five years earlier on average than women?
A. men drink and smoke much more than women
B. men don’t seek medical care as often as women
C. men aren’t as cautions as women in face of danger
D. men are more likely to suffer from fatal diseases
3. Which of the following best completes the sentence “if it could happen to him,”(line2,para,8)?
A. it could happen to me, tooB. I should avoid playing golf
C. I should consider myself lucky D. it would be a big misfortune
4. What does Dr. Ross Cartmill mean by “the ostrich approach”(line 9 para.9)?
A. a casual attitude towards one’s health conditions
B. a new cure for certain psychological problems
C. refusal to get medical treatment for fear of the pain involved
D. unwillingness to find out about one’s disease because of fear
5. What does Cartmill say about regular check-ups for men?
A. They may increase public expenses
B. They will save money in the long run
C. They may cause psychological pressure on men
D. They will enable men to live as long as women

When I lived in Spain, some Spanish friends of mine decided to visit England by car. Before they left, they asked me for advice about how to find accommodation (住所). I suggested that they should stay at “bed and breakfast” houses, because this kind of accommodation gives a foreign visitor a good chance to speak English with the family. My friends listened to my advice, but they came back with some funny stories.
“We didn’t stay at bed and breakfast houses,” they said, “because we found that most families were away on holiday.”
I thought this was strange. Finally I understood what had happened. My friends spoke little English, and they thought “VACANCIES” meant “holidays”, because the Spanish word for “holidays” is “vacaciones”. So they did not go to house where the sign outside said ‘VACANCLES’, which in English means there are free rooms. Then my friends went to house where the sign said ‘NO VACANCLES’, because they thought this meant the people who owned the house were not away on holiday. But they found that these houses were all full. As a result, they stayed at hotels!
We laughed about this and about mistakes my friends made in reading other signs. In Spanish, the word “DIVERSION” means fun. In English, it means that workmen are repairing the road, and that you must take a different road. When my friends saw the word “DIVERSION” on a road sign, they thought they were going to have fun. Instead, the road ended in a large hold.
English people have problems too when they learn foreign languages. Once in Paris. when someone offered me some more coffee, I said ‘Thank you’ in French. I meant that I would like some more, However , to my surprise the coffee pot was taken away! Later I found out that ‘Thank you’ in French means ‘No, thank you.’
1. My Spanish friends wanted advice about ______.
A. learning English B. finding places to stay in England
C. driving their car on English roads D. going to England by car
2. I suggested that they stay at bed and breakfast houses because ______.
A. they would be able to practise their English
B. it would be much cheaper than staying in hotels
C. it would be convenient for them to have dinner
D. there would be no problem about finding accommodation there
3. “NO VACANCIES” in English means ______.
A. no free rooms B. free rooms C. not away on holiday D. holidays
4. If you see a road sign that says ‘Diversion’, you will ______.
A. fall into a hole
B. have a lot of fun and enjoy yourself
C. find that the road is blocked by crowds of people
D. have to take a different road
5. When someone offered me more coffee and I said “Thank you” in French, I ______.
A didn’t really want any more coffee B. wanted them to take the coffee pot away
C. really wanted some more coffee D. wanted to express my politeness

Washoe, a female chimpanzee (黑猩猩) believed to be the first non-human to acquire human language, has died of natural causes at the research institute where she was kept.
The chimp died on Tuesday night, according to Roger and Deborah Fouts, co-founders of The Chimpanzee and Human Communications Institute in Washington, where she lived.
Washoe was born in 1965 in Africa, where she was captured by the Air Force and taken to the US for research use in the space program. In 1966, she left the program and began living with two scientists, Allen and Beatrix Gardner, who led a project to teach the chimp American Sign Language (ASL) in Washoe, Nevada, for which it was named. Washoe had been living on Central Washington University’s Ellensburg Campus since 1980. She had a vocabulary of about 250 words. Also, Washoe taught sign language to three younger chimps: Tatu, 31, Loulis, 29, and Dar, 31.
Primate (灵长类) researcher Jane Goodall, in Fouts’ book Next of Kin, noted the importance of the work with Washoe. “Roger, through his ongoing conversations with Washoe and her extended family, has opened a window into a chimpanzee’s mind,” Goodall said.
Though previous efforts to teach chimps spoken languages had failed, the researchers believed there was a better chance using signs. But Washoe’s language skills were disputed by scientists who believed that language is unique to humans. Among those who doubted that chimps could use language were linguist (语言学家) Noam Chomsky and Harvard scientist Steven Pinker. They believed primates simply learn to perform certain acts in order to receive rewards, and do not acquire true language.
1. As for its first task, Washoe was involved with _______.
A. some space research B. a study on African animals
C. an ASL project D. the program of training the Air Force
2. In Goodall’s opinion, teaching Washoe ASL ______.
A. was not successful B. led to the book Next of Kin
C. won honor for Fouts D. made a difference
3. In the last paragraph, the underlined word “disputed” probably means “______”.
A. supported B. studied C. questioned D. discussed
4. What can be inferred from the passage?
A. The ASL project was first set up in Africa for the study on Washoe.
B. Washoe may communicate with other chimps by signing.
C. Washoe must have been able to speak 250 words or so.
D. The researchers will prove that most chimps could use language.
5. Which of the following is TRUE according to the passage?
A. Washoe was the first animal to be taught human language.
B. Washoe, the chimp, was named in honor of a place.
C. There were four chimps in total at Ellensburg Campus.
D. Chomsky believed primates only perform silent signs.

Lead（铅） deposits, which accumulated（增加） in soil and snow during the 1960's and 70's, were primarily the result of leaded gasoline emissions originating in the United States. In the twenty years that the Clean Air Act has mandated（托管） unleaded gas use in the United States, the lead accumulation world-wide has decreased greatly.
A study published recently in the journal Nature shows that air-borne leaded gas emissions from the United States were the leading contributor to the high concentration of lead in the snow in Greenland. The new study is a result of the continued research led by Dr. Charles Boutron, an expert on the impact of heavy metals on the environment at the National Center for Scientific Research in France. A study by Dr. Boutron published in 1991 showed that lead levels in arctic (北极的) snow were declining（减少）.
In his new study, Dr. Boutron found the ratios of the different forms of lead in the leaded gasoline used in the United States were different from the ratios of European, Asian and Canadian gasoline and thus enabled scientists to differentiate (分区) the lead sources. The dominant lead ratio found in Greenland snow matched that found in gasoline from the United States.
In a study published in the journal Ambio, scientists found that lead levels in soil in the North-eastern United States had decreased markedly since the introduction of unleaded gasoline. Many scientists had believed that the lead would stay in soil and snow for a longer period.
The authors of the Ambio study examined samples of the upper layers of soil taken from the same sites of 30 forest floors in New England, New York and Pennsylvania in 1980 and in 1990. The forest environment processed and redistributed (再分配)the lead faster than the scientists had expected. Scientists say both studies show that certain parts of the ecosystem (生态系统 ) respond rapidly to reductions in atmospheric pollution, but that these findings should not be used as a license to pollute.
1. The study published in the journal Nature indicates that ________.
A. the Clean Air Act has not produced the desired results
B. lead deposits in arctic snow are on the increase
C. lead will stay in soil and snow longer than expected
D. the US is the major source of lead pollution in arctic snow
2. Lead accumulation worldwide decreased significantly after the use of unleaded gas in the US ________.
A. was discouraged B. was carried out by law
C. was forbidden by law D. was introduced
3. How did scientists discover the source of lead pollution in Greenland?
A. By analyzing the data published in journals like Nature and Ambio.
B. By observing the lead accumulations in different parts of the arctic area.
C. By studying the chemical elements of soil and snow in Northeastern America.
D. By comparing the chemical compositions of leaded gasoline used in various countries.
4. The authors of the Ambio study have found that ________.
A forests get rid of lead pollution faster than expected
B. lead accumulations in forests are more difficult to deal with
C. lead deposits are widely distributed in the forests of the US
D. the upper layers of soil in forests are easily polluted by lead emissions
5. It can be inferred from the last paragraph that scientists ________.
A. are puzzled by the mystery of forest pollution
B. feel ease by the use of unleaded gasoline
C. still consider lead pollution a problem
D. lack enough means to combat lead pollution

A．that people are all friends	B．that people need friends
C．how to get to know friends	D．how to name a place