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How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your customers want to talk to their friends about their experience of doing business with you?
When you perform your service or deliver your product competently (出色地),  you are just doing what the customer expects. In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected.   
Recently my daughter Dawn and I had lunch with my team members at the Campbell House. The food and service were truly excellent. My daughter asked for her leftovers (剩菜) to be packed. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent!   
Disneyland should be an inspiration to us all in providing a “Wow!” experience. What do people talk to their friends about when they come home? “You should have seen how clean that park was! With all of the people there, it’s unbelievable! There’s not even a gum wrapper on the ground!” Walt Disney understood that cleanliness is marketing.  
According to the passage, customers would like to share their good experience with their friends if ______.

A.what they need is provided on time
B.the price of the service is low enough
C.the service is better than they expected
D.the after-sale service is good enough

How did Dawn feel the moment she saw her packed leftovers?   

A.Disappointed and angry. B.Excited and crazy.
C.Worried and unhappy. D.Surprised and pleased.

By saying “Answer — not a cent!” the author seems to believe that ______.

A.it is always possible to satisfy all of the customers
B.sometimes it is easy to provide a good experience
C.most customers are easy to do business with
D.the service should be as cheap as possible
科目 英语   题型 阅读理解   难度 中等
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The unknown world’s mystry
The sea is the biggest unknown part of our world. It covers seventy-one percent of the earth. There is still much to be discovered about this vast blanket of water. If the waters of the ocean could be removed, the sea floor with its wide valleys, irregular mountains and rivers in the sea would be an unbelievable sight.
Tourism under the deep blue sea
Tourists can now explore the world beneath the waves without ever getting wet. From tourist submarines (潜艇) to underwater dining, undersea tourism is making a big splash.
Tourist submarines
The popularity of submarine tours has grown rapidly in the last decade. Now, tourist submarines operate in more than 20 locations worldwide, including the waters around Okinawa and Taiwan’s Green Island. The submarines carry nearly 2 million tourists each year. Large windows offer passengers spectacular views as the submarines explore colorful coral reefs and sunken ships. Most one-hour tours cost about US $80.
Under water dinning
For a more upscale experience, tourists can enjoy fine dining under the sea. Last summer the Hilton Maldives Resort opened the world’s first underwater restaurant, Ithaa. Diners walk down a staircase into the restaurant, which rests 35 feet beneath the waves of the Indian Ocean. Transparent walls surround the dining area, and you can treat guests to a panoramic (全景) ocean view.
But this excellent view doesn’t come cheap. The tasting menu costs US $200 per person. Be sure to make reservations early, too. The restaurant seats only 14 people.
What does the author want to tell us in Paragraph 1?

A.The sea is the biggest unknown part of our world. B.The sea covers 71% of the earth.
C.Some information about the sea floor. D.The reasons for researching undersea tourism.

What does the author really mean by saying “undersea tourism is making a big splash” in Para2 ?

A.Undersea tourism is a new fashion in travelling. B.Your clothes will be made wet by the water splash. C.Undersea tourism is dangerous. D.There is still a long way for undersea tourism to go.

Which of the following statements about tourist submarines is RIGHT?

A.Tourist submarines only have a history of about 10 years.
B.There are tourist submarines in every part of the world now.
C.Tourist submarines have carried about 2 million tourists so far.
D.People can enjoy tourist submarines in the waters around Okinawa.

The walls of the restaurant Ithaa are most probably made of .

A.stone B.brick C.glass D.steel

We need to make better use of our resources. In developing countries we have more than enough, if we are less wasteful in our ways. Fortunately, we can improve. The challenge lies not so much with ‘technical fixes’ but with our approach to our world around us. In the recent past we were in a “Wild West” economy, supposing that there would always be enough resources. Now we know there are no new Earth to explore and exploit; one image to illustrate this is to think of Earth as a spaceship, where most materials have to be recycled. For us, “moving on” will be a case of leaving behind the throwaway society and advancing to a conserver society.
To qualify as citizens of a conserver society, we must change traditional attitudes and thinking. We need to recognize that there is not very often such a thing as “waste”, rather, there are materials which sometimes end up in the wrong place. The change has already begun. The European steel industry reuses scrap(废弃的)metal, resulting in an energy saving of up to 50% . Recycling a glass container saves only 18%; but, in parts of the United States, a citizen buying a bottle of soda or beer now pays a deposit against return of the empty bottle.
If all drink containers in the USA were to be reused, the annual saving would be 0.5 million tons glass, plus about 50 million barrels of oil used in production processes. In Japan, OPEC promoted an increase in recycling of raw materials from 16% to 48% in just five years. In Norway, the price of a new car includes a disposal cost element of about 100 dollars, redeemable(可换成现款的)when the junked car is turned in at an approved receiving center.
Major new businesses are trying to exploit waste chemicals and oil. The Chinese claim to reuse 2.5 million tons of scrap iron and at least one million tons of waste paper each year. In the main, the conserver society depends on the commitment of individuals. But they can be encouraged by government incentive(鼓励) and punishment, which should apply at least as strongly to industry and other commercial interests.
73 Which of the following best expresses the meaning of “a conserver society” in the second paragraph?
A. A wasteful society.
B. A society which thinks of ways of recycling waste materials.
C. A society which keeps everything.
D. A society which saves electricity.
74 In the last paragraph, the author suggests governments _______.
A. depends on individuals to find ways of conserving energy.
B. find ways of encouraging those industries and individuals who conserve energy and of punishing those who don’t.
C. depend on companies to find ways of saving energy and rewarding workers
D. help establish businesses that will exploit waste materials
75 In this passage the author _______.
A. explains that meaning of the “Wild West” economy
B. tells us what recycled materials are.
C. teaches us how to recycle materials.
D. recommend a change in our use of resources strongly

The repairman told me, “No charge, Professor Pan! We’re friends.” “I’d rather pay,” I replied. “If it’s free, I can’t afford it!”
Chinese often refuse payment for professional services, insisting, “We’re friends now!” But then they show up later to ask me to tutor them in English, or get them into an American university, and I wish I’d have just paid the 30 yuan I owed them in the first place!
According to the Americans “There’s no free lunch.” meaning, there’s a price for everything, and I’m always looking around to figure out what this means.
Many of our neighbors have given us fruit or flowers or costly teas, never asking anything in return. For years, a bicycle repairman has repeatedly refused to let me pay him. “Wait until you have something major to fix!” he insists.
I mentioned to a peasant friend that I wished I had a stone mill to grind (磨) flour for bread. A month later he showed up with a beautiful mill that he’d had his uncle in the countryside carve from a solid block of granting (花岗石).
Chinese generosity is a real education for Americans like me, who would rather avoid social entanglements (纠纷) and just hand over the money. But cash can’t compensate (补偿) for the greatest gift—friendship.
When an American saw some of my friends sitting on bamboo stools under the trees, sipping tea, he said, “They must have nothing better to do.” “Actually,” I said, “they are professors, with plenty of to do. But probably you’re right in saying that, at this moment, they have nothing better to do. And neither do I”
And I joined the group. We chatted about tea and Chinese cooking and how much my boys have grown since we arrived. One man said, “They were pocket-sized when you came here. Now they’re taller than you. How time flies!”
How time flies. And Chinese are smart enough to share what they know, which they cannot keep. They freely give off their time, never too busy to help a friend. And they are teaching me, slowly, to both give and receive.
So the next time someone says, “No charge. We’re friends!” I will thank them heartily. But if they show up later asking me to tutor them in English, I’ll make sure they tutor my son in Chinese as well, because there’s still no free lunch.
69.Why did the author insist paying the repairman when he was offered free repairs?
A. Because he was an upright (正直的) man.
B. Because he didn’t know the repairman.
C. Because he thought it natural to pay for others’ service.
D. Because he didn’t want to help others in return.
70. Generally, the author thinks that _____ .
A. Chinese are generous and always ready to help their friends
B. Chinese are good at exchange of equal values
C. Chinese are free enough to drink tea and chat with their friends
D. Chinese are helpful but don’t treasure time
71. The best title of the article should be _____ .
A. Still no free lunch
B. A good lesson from the Chinese
C. True help or not
D. Learn to both give and receive
72. Which of the following is TRUE?
A. Chinese seldom refuse payment for professional services.
B. When a peasant knew the author needed a mill, he made one for the author himself
C. The author thinks that Chinese are wise enough to enjoy their life.
D. Finally, the author changed his mind and decided to do as the Chinese do.

I am a good mother to three children. I have tried never to let my profession stand in the way of being a good parent.
I no longer consider myself the center of the universe. I show up. I listen. I try to laugh. I am a good friend to my husband.I have tried to make marriage vows(誓约)mean what they say. I am a good friend to my friends, and they to me. Without them, there would be nothing to say to you today.
So here’s what I wanted to tell you today:Get a life. A real life, not a desire of the next promotion(提升), the bigger paycheck, the larger house.
Get a life in which you are not alone. Find people you love, and who love you. And remember that love is not leisure, it is work. Pick up the phone. Send an e-mail. Write a letter. And realize that life is the best thing and that you have no business taking it for granted.
It is so easy to waste our lives, our days, our hours, and our minutes. It is so easy to exist instead of to live. I learned to live many years ago. Something really, really bad happened to me, something that changed my life in ways that, if I had my choice, it would never have been changed at all. And what I learned from it is what, today, seems to be the hardest lesson of all.
I learned to love the journey, not the destination. I learned to look at all the good in the world and try to give some of it back because I believed in it, completely and totally. And I tried to do that, in part, by telling others what I had learned.
By telling them this:Read in the backyard with the sun on your face. Learn to be happy. And think of life as a deadly illness, because if you do, you will live with joy and passion(激情)as it ought to be lived.
64 The best title of this passage probably is ________.
A.Love your friends. B.Live a real life.
C.Don’t waste time. D.Be a good mother and wife.
65 How did the author form her view of life?
A.Through social experience. B.By learning from her friends.
C.Through an unfortunate experience. D.From her children and husband.
66 By the underlined sentence “It is so easy to exist instead of to live” in the fifth paragraph, the author really means _______.
A.make a living rather than live a real life.
B.work rather than enjoy life
C.waste a lot in life
D.forget the most important lessons in life
67 What’s the author’s attitude toward work?
A.Do it well to serve others
B.To earn enough money to make life better.
C.Try your best to get higher position and pay.
D.Don’t let it affect your real life.
68 It can be inferred from the passage that _______.
A.the author is a success in personal life.
B.the author doesn’t try her best to work well
C.the author spends all her time caring for her children
D.the author likes traveling very much

Americans are proud of their variety and individuality, yet they love and respect few things more than a uniform, whether it is the uniform of a lift operator or the uniform of a five-star general. Why are uniforms so popular in the United States?
Among the arguments for uniforms, one of the first is that in the eyes of most people they look more professional than civilian(百姓的) clothes. People have become conditioned to expect higher quality from a man who wears a uniform. The television repairman who wears a uniform is likely to inspire more trust than one who appears in civilian clothes. Faith in the skill of a garage mechanic is increased by a uniform.
What easier way is there for a nurse, a policeman, a hairdresser, or a waiter to lose professional identity(职业身份) than to step out of uniform?
Primary among the argument against uniforms in their lack of variety and the loss of individuality experienced by people who must wear them. Though there are many types of uniforms, the wearer of any particular type is generally stuck with it, without change, until retirement. When people look alike, they are likely to think ,speak, and act similarly on the job at least. Uniforms also give rise to some practical problems. Though they are long-lasting, often their initial expense is greater than the cost of civilian clothes, Some uniforms are also expensive to maintain , requiring professional dry cleaning rather than the home laundering possible with types of civilian clothes.
60 People are likely to think that a man in uniform_________.
A. suggests quality work
B. shows his social position
C. appears to be more practical
D. looks more fresh and attractive
61 Those who are against uniforms believe that people wearing uniforms_________.
A. are usually helpful B. have little freedom
C. lose personal character D. enjoy greater popularity
62 It can be concluded from the passage that_________.
A. people generally trust a person in uniform
B.people enjoy wearing comfortable uniform
C.the cost of the uniform is acceptable to people
D.people wear uniforms to show their professions
63 The underlined sentence tells us that_________.
A. it’s impossible that people can be recognized more easily by their uniforms
B.people’s identity can be recognized more easily by their uniforms
C.nurses and policemen must wear uniforms when working
D.people in those professions act in an easier way without uniforms

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