题目列表(包括答案和解析)
根据短文内容，从短文后的选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。
No matter what type of business you run, it has to deal with things that go wrong from your customer’s point of view. Complaints can be a great source of information for organizations to make corrections as well as further improvements. 71
1．You should listen actively to what the customer has to say by maintaining comfortable eye contact.
72
2． 73 It’s impound for you to know that your apology must appear sincere 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 or why wise, the customer you’ll do something about his complaint.
3．Talk with the client and discover the best means to resolve his problem. 74 In this case it’s important to let your customer know an estimation (估计) of how long it will take to take action on his complaint.
4．A simple “thank you” is one way to let the customer know you appreciate the time and effort they’ve taken to inform you about a problem with your company’s service or product that you need to know about.
5．Create a procedure for recording different types of customer complaints. 75
A．Listen to your customer’s complaints and you can improve your service.
B．There will be times when you’ll be unable to resolve the issue immediately.
C．When receiving a complaint, you should apologize for the failure the customer has identified.
D．They are a valuable source of information to determine various root causes that need to be addressed within your company.
E．So it’s important to learn to deal with customer complaints efficiently.
F．Don’t feel ashamed of the failure in your service or products.
G．You should also show your customer that you do understand him by giving full attention.
The Siemens Foundation holds a Mathematics，Science and Technology Competition for high school students every year．The Foundation created the competition to improve student. Performance in mathematics and science．The contest is open to any student who is an American citizen or permitted to live in the United States The Siemens Foundation joined the College Board and six universities to create the competition．More than 1，600 students took part in the contest last year．
Experts from the universities judge competitions in six parts of the country．Individual and team winners from those events then compete nationally．They demonstrate their projects to university professors and scientists．A winner of the Nobel Prize in Physics，Joseph Taylor,led the judging group for the latest contest．
The results from that judging group produced a first in the history of the competition It was the first time in which girls won both the individual and the team prizes．Forty-eight percent of those who entered the latest contest were young women.
The individual winner was Isha Jain of Bethlehem，Pennsylvania．She received 100，000 dollars toward her college education for her studies of bone growth in zebra fish．The Siemens judges said she was the first to discover that bone grows in many short periods of time．They also said her work was equal to that of a student who had completed four years of college．
The top team winners were two seventeen year olds from Plainview，New York．Janelle Schloss berger and Amanda Harin off shared a prize of 100，000 dollars for their college educations．The young women studied bacteria(细菌)responsible for the disease tuberculosis(肺结核，略作TB)．They created substances that kill tuberculosis by attacking a protein．The Siemens
Foundation says their discovery could lead to a new treatment for drug resistant TB．
41．The Siemens Foundation holds the science competitions for American hi．gh school students in order to ．
A．encourage them to complete their schoolwork
B．improve their knowledge of science
C．earn enough money for college
D．show them the importance of science
42．Isha Jain of Bethlehem won her prize because ．
A．she had finished her college study
B．she had studied the disease tuberculosis
C．she had worked equally with boys
D．she had obtained a result about bone growth
43．The competitors show their talent by ．
A．presenting their projects to the judging group
B．taking part in an examination
C．handing in the whole of their projects
D．designing a project on the spot
44．From this passage we learn that ．
A．only American citizens take part in the competition
B．fewer girls used to take part in the competition
C．more than half girls took part in the recent competition
D．all winners’ prizes are for their college educations
45．What is a good title for the passage?
A．Preparations for High School Students Before College
B．A Chance to Demonstrate Their Knowledge of Science
C．Distinguished Meeting of
D．Young Women’s Great Contributions to Science
John, Nicolas, Susan, George and Mary想通过阅读了解有关知识，请根据他们的需求（第61—65题）和6本书的简介（A,B,C,D,E和F），为他们选择合适的书。
A．y is it that we have the most advanced medical technology in history, more doctors, nutritionists, and physical therapists than ever, yet as a population we get sicker, fatter and more unhealthy every year? Perhaps because we are working with a “sickness” model rather than a “wellness” one! Paul Chek’s latest book How to Eat, Move and Be Healthy will show you that to restore optimal health and prevent disease, we need to work from the inside out, understanding the intimate relationship between the ecology of earth-plant animal and man.
B．agine being able to listen to the tales our bodies tell us. Medical intuition is the ability to intuitively perceive, to see and hear directly into our bodies. Some say that it’s like having X-ray eyes! And…these skills can be structured and learned. Lori’s Medical Tuition shows you how to look into your body to find the root causes for disease and discomfort.
C．How you think, feel act and get along with others is intimately tied to how your brain functions. When your brain doesn’t work right, it is very hard to act and feel in top form. In this easy-to-understand book, Make a Good Brain Great, you will learn the latest neuroscience research on how to achieve the best brain function possible, and improve your ability to love, work and learn.
D．Who doesn’t want to look great and have more energy throughout the day? Don’t miss
you chance to learn about “The Energizer Diet!” The book Body After Baby shows you how to “power eat” throughout the day, and understand -- once and for all – what’s really in those energy bars, pills and shakes. Get your energy level up to the “bunny” level!
E．If you’d like to deepen your bond with your animal companion, Telepathic Communication can help you discover what your animal wants, needs, feels and really thinks. The book reveals the secrets of
The ability to exchange mental pictures with your animal friends.
The ability to send and receive emotion to your animal friends.
The ability to hear telepathic information in any language.
F．Yours Hands Can Heal You shows step-by-step approach to using energetic hand techniques, as well as meditations, to help you experience inner peace, deep love and divine connections. This is a great book especially for couples and anyone wishing to improve the quality of their relationships with friends, loved ones and even associates.
61．John wants to gain peace of mind and to improve relationship with his supervisor.
62．Nicolas is looking for certain food strategies and types of movement that produce optimal results and stay healthy.
63．Susan wants to gain some knowledge about how a working brain works and improves her work efficiency.
64．George wants to be an expert on himself and to gain a more complete picture
of his health.
65．Mary wants to have the power to feel the feeling of her pets.
John, Nicolas, Susan, George and Mary想通过阅读了解有关知识，请根据他们的需求（第61—65题）和6本书的简介（A,B,C,D,E和F），为他们选择合适的书。
A．y is it that we have the most advanced medical technology in history, more doctors, nutritionists, and physical therapists than ever, yet as a population we get sicker, fatter and more unhealthy every year? Perhaps because we are working with a “sickness” model rather than a “wellness” one! Paul Chek’s latest book How to Eat, Move and Be Healthy will show you that to restore optimal health and prevent disease, we need to work from the inside out, understanding the intimate relationship between the ecology of earth-plant animal and man.
B．agine being able to listen to the tales our bodies tell us. Medical intuition is the ability to intuitively perceive, to see and hear directly into our bodies. Some say that it’s like having X-ray eyes! And…these skills can be structured and learned. Lori’s Medical Tuition shows you how to look into your body to find the root causes for disease and discomfort.
C．How you think, feel act and get along with others is intimately tied to how your brain functions. When your brain doesn’t work right, it is very hard to act and feel in top form. In this easy-to-understand book, Make a Good Brain Great, you will learn the latest neuroscience research on how to achieve the best brain function possible, and improve your ability to love, work and learn.
D．Who doesn’t want to look great and have more energy throughout the day? Don’t miss
you chance to learn about “The Energizer Diet!” The book Body After Baby shows you how to “power eat” throughout the day, and understand -- once and for all – what’s really in those energy bars, pills and shakes. Get your energy level up to the “bunny” level!
E．If you’d like to deepen your bond with your animal companion, Telepathic Communication can help you discover what your animal wants, needs, feels and really thinks. The book reveals the secrets of
The ability to exchange mental pictures with your animal friends.
The ability to send and receive emotion to your animal friends.
The ability to hear telepathic information in any language.
F．Yours Hands Can Heal You shows step-by-step approach to using energetic hand techniques, as well as meditations, to help you experience inner peace, deep love and divine connections. This is a great book especially for couples and anyone wishing to improve the quality of their relationships with friends, loved ones and even associates.
61．John wants to gain peace of mind and to improve relationship with his supervisor.
62．Nicolas is looking for certain food strategies and types of movement that produce optimal results and stay healthy.
63．Susan wants to gain some knowledge about how a working brain works and improves her work efficiency.
64．George wants to be an expert on himself and to gain a more complete picture
of his health.
65．Mary wants to have the power to feel the feeling of her pets.
What separates me from everyone else? The difference is not what clothes I wear or the music I listen to, but what I feel _1_ .
Ever since I was young, I have loved professional wrestling. As I grew older, my friends 2_ me for following what was called a "man's soap opera. " _3_ , I put my love for wrestling on the shelf. It was not until freshman year that I _4_ I wasn't being myself.
That year, I tried many new things and activities. In my town, football was the sport, so I decided to play football, _5_ it might give me a head _6_ in popularity. The team started with forty-eight athletes. _7_ , there were fourteen of us left. I stuck it out not because I liked it, but because I am not a quitter (懦夫). That long season taught me a(n) _8_ : I wasn't a football player. More importantly, it taught me to be _9_ .
After that season, I _10_ back to being a wrestling fan. I came across a well-known saying: "Don't Dream It. Be It." When I read this, my friend Dan and I had the _11_ idea.
"What if we build a wrestling ring?" we asked. The following weekend, we met at his house. We saw our 12_ in a pile in his backyard. ．We worked from dawn to dusk to build our great project. Our hard work paid _13_. We had a real ring. We decided to hold an "event." We practiced for hours, trying to _14_ every aspect (方面) of our wrestling ability. The date was May 24th. To our surprise, about one hundred friends and fans showed up to _15 us. It was the most important night of my life and a _16_ success. Since that time, we have held five shows with as many as two hundred and fifty people turning out. We _17 to live this dream. We accomplished what we set out to do.
As my senior year winds down, I'll remember all of my high school memories. But 18 will stick out most is the memory that I did something I _19_, despite what everyone said or thought. I achieved the _20_. . . I lived my dream.
1．A．outside B．inside C．behind D．beside
2．A．laughed at B．talked about C．listened to D．called on
3．A．Then B．But C．And D．So
4．A．admitted B．noticed C．realized D．declared
5．A．thinking B．finding C．remembering D．guessing
6．A．level B．start C．end D．point
7．A．At the end B．At the beginning C．In return D．On one hand
8．A．art B．truth C．fact D．lesson
9．A．oneself B．somebody C．myself D．nobody
10．A．gave B．went C．put D．set
11．A．original B．perfect C．same D．correct
12．A．dream B．success C．progress D．future
13．A．for B．out C．off D．back
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15．A．praise B．support C．teach D．follow
16．A．gradual B．complete C．endless D．timeless
17．A．have B．begin C．prefer D．continue
18．A．why B．how C．which D．what
19．A．loved B．faced C．studied D．needed
20．A．task B．step C．goal D．game
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