（2011·浙江卷）完形填空
Although I love my life, it hasn’t been a lot of fun as I’ve been ill for 28 years.
Music has always been a great love of mine and, in my 20s, when my 21 was more manageable , I 22 ten years as a professional singer in restaurants, playing and singing folk songs. 23 that was years ago and times have changed. 24 I live with mother on a country farm.
Two years ago, I decided that I would need to have some kind of extra work to 25 my disability pension (残疾抚恤金). 26 I needed to sleep in the afternoons, I was limited in my 27 . I decided that I would consider 28 to singing in restaurants.
My family are all musicians, so I was 29 when I went into our local music store. I explained that I wanted to sing again but using recorded karaoke music. I knew that discs were very expensive and I really didn’t have a lot of 30 to get started. And 31 you find only three to four songs out of ten on a disc that you can 32 use.
When I told the owner of the shop about my 33 ; he gave me a long thoughtful 34 . “This means a lot to you, doesn’t it?” he said. “Come with me.”
He led me 35 the crowded shop and to a bench with a large professional karaoke box on it. He placed his large hand 36 on his treasure and said, “I have 800 karaoke songs in here. You can take your 37 and I’ll record them for you. That should get you started.”
I 38 . Thanking him, I made a time with him to listen to all the songs and choose 39 that I could sing. I have come full circle with his help.
His 40 still warms my heart and makes me do just that bit extra, when I have the chance.
21. A. loneliness B. sadness C. tiredness D. sickness
22. A. set B. enjoyed C. kept D. shared
23. A. Gladly B. Eventually C. Unfortunately D. Surprisingly
24. A. Now B. Then C. Sometime D. Meanwhile
25. A. add up to B. make up for C. get rid of D. take advantage of
26. A. If B. As C. Though D. Before
27. A. movement B. condition C. choices D. positions
28. A. reaching out B. living up C. getting on D. going back
29. A. recognized B. interviewed C. found D. invited
30. A. money B. time C. energy D. knowledge
31. A. thus B. once C. seldom D. often
32. A. actually B. hardly C. nearly D. formerly
33. A. job B. family C. idea D. offer
34. A. face B. view C. look D. sight
35. A. over B. along C. towards D. through
36. A. unhappily B. lovingly C. pitifully D. gratefully
37. A. pick B. turn C. role D. step
38. A. had to cry B. ought to cry C. should have cried D. could have cried
39. A. more B. the ones C. few D. the rest
40. A. courage B. devotion C. kindness D. trust
【点评】
2011年高考英语浙江卷完形填空部分原文节选于读者文摘（Reader'sDigest)澳大利亚版，考题略有删节，并替换掉原文中超过高考范围的词汇，采取同义词替换的手段使原文表述通畅。所选文章延续历年出题模式，以记叙文为题材，选取作者在生命中不平凡的阶段受到陌生人帮助的事实，歌颂和赞扬人间真情和助人的美德。
【解析】
21题，属于上文提示法，首句中出现ill，此选项应是ill的同义表达，故选D.sickness。
22题，属于上文提示法，上句出现病情可以manageable，所以作者应该是享受那段过去的美好时光，故选B.enjoyed。此选项在2009年全国一卷完形填空部分第41题出现过，且也为正确选项。
23题，属于下文解释法，下文出现发生改变，结合首句作者生病，可推出作者表达的是不幸的情绪，故选C.unfortunately。此选项为高考完形填空中的的高频选项。
24题，属于转折对比法，上文出现yearsago和changed，因此推出此题应回归现实，故选A.now。此选项在2009年浙江卷完形填空部分第37题出现过，且也为正确选项。
25题，属于固定搭配法，addupto总计，makeupfor弥补，补偿，getridof处理，摆脱，takeadvantageof利用，此题应选B.makeupfor。此选项考生不应陌生，2009年浙江卷完形填空部分第21题D选项曾出现过此词，可见背历年考题中的选项部分的重要性。
26题，属于逻辑关系法，此法多用于句子与句子之间，解决连词的问题。此题因为作者下午需要睡觉，所以受到限制。故选B.As。
27题，属于上文解释法，第三段首句提到作者打算做某事，但由于病情，下午需要睡觉，所以选择受限，故选C.choices。
28题，属于前后照应法，上文提到过几年之前唱歌的事实，此处再次出现要去唱歌，故选D.goingback。
29题，属于中文代入法，全家都是音乐家，所以走进音像店会被认出，故选A.recognized。
30题，属于AandB法，这是并列结构，要求前后词性与词义要相似，几乎在每年的高考完形中都会考查这个知识点。本题and之前说东西很贵，之后理应推出没有足够的钱，故选A.money。
31题，属于反义多一对，即四个选项中有一组反义词，答案多在这组反义词中出现。此题C和D构成反义结构，根据文章信息，故选D.often。
32题，属于中文代入法，实际上一张光盘里的十首歌也只有三/四首可以用，故选A.actually。
33题，属于上文提示法，上文中作者有提到过想再次唱歌的这个想法，故选C.idea。
34题，属于同义辨析法，此考查点多在四级考试完形填空部分中出现，在2008年高考英语浙江卷第26题也曾考查过，当年的难度系数约为0.32。此题中的B.view强调的是眺望风景，C.look强调看的眼神，D.sight强调视力，本文店主深深地看了作者，属于眼神之间的交流，故选C.look。
35题，属于固定搭配法，店主带领作者穿过拥挤的店铺，从空间穿过，故选D.through。
36题，属于感情色彩法，此法多用于解决形容词或副词。下文出现treasure，因此可以推出店主对自己的宝物爱不释手，心爱地触摸，故选B.lovingly。
37题，属于固定搭配法，takeyourpick，美国俚语，随你挑选的意思，故选A.pick。
38题，属于语法识别法，近几年高考完形填空部分逐步淡化语法点考查，一般只会涉及一道。C.shouldhavecried,本应该做的事情而没有做，放在原文中过于牵强，而本题是作者受到店主的感激，非常感动，本可以哭但没有哭，故选D.couldhavecried。
39题，属于寻找重复法，31题与32题之前曾出现onlythreetofoursongs...canuse，对应...couldsing,故选B.theones。
40题，属于主旨概况法，即所选选项要与原文中心相一致。本文详细描述店主对作者的帮助，店主的善举感动作者，故选C.kindness。
名校课堂系列答案科目：高中英语 来源： 题型：
（2011·浙江卷）
B
48. What will the government most probably provide if it is engaged in a pump-priming program?
A.Sums of money B. Raw materials
C.Human resources. D. Media Support.
49. When Sylvia says “His speech was OK but it had no real punch”,she thinks it was not___ .
A. fluent and impressive B. logical and moving
C. informative and significant D. interesting and powerful
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科目：高中英语 来源： 题型：阅读理解
（2011·浙江卷）A
One evening in February 2007 . a student named Paula Ceely brought her car to a stop on a remote 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 parked across a railway line. Second 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 device(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.
W ho is to blame here ? Rick Stevenson ,who tells Ceely's story in his book When Machines Fail US, 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 key boards.
The problem with his argument in the book is that it’s not clear why he only focuses 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 signaling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the CPS equipment. But Stevenson doesn’t say.
It’s a problem that runs through the book. In a section on cars, Stevenson gives an accout 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 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 complex. It is shaped by economics and psychology and the cultures we live in. Somewhere in the mix of those forces there may be way 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 .
41 .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 works failed to give the signal.
D. Her GPS device didn’t tell her about the crossing
42.The phrase” near miss” (paragraph 2 ) can best be replaced by _______.
A. close bit B. heavy loss C.narrow escape D. big mistake
43.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 out expectation.
C. Digital devices are more reliable than they used to be.
D. GPS error is not the only cause for Celery’s accident.
44.In the writer’s opinion, Stevenson’s argument is________.
A. one-sided B. reasonable C.puzzling D.well-based
45.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 humans and technology
C. The shortcomings of digital devices we use.
D. The human unawareness of technical problems.
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科目：高中英语 来源： 题型：阅读理解
（2011·浙江卷）C
In the more and more competitive service industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or order to keep and increase market share.
It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal
New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. 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 Marketng 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 customet feel they know you and that you can trest— 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 camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar 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 aplogy 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 faimess suggests best meets the case).
Airlines face some of the tourhest 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 technieal problems .
For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are trained to answer quickly ,with their name , job title and a “we are here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren.
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.
50. 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
51. 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 attention
D. customers rely on their phones to obtain services
52. What does the writer recommend to create delight?
A. Calling customers regularly B. Giving a “thank you” note.
C. Delivering a quicker service D. Promising more gifts.
53. If a manager should show his empathy (Paragraph6), what would he 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.”
54. Customer delight is important for airlines because .
A. their telephone style remains anchanged
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
55. Which of the following is conveyed in this article?
A. Face-to-face service creatcs 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 airlines than for banks.
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科目：高中英语 来源： 题型：
Anyway,I can't cheat him－it's against all my________. (2011.浙江卷)
A. emotions B. principles C. regulations D. opinions
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