黑龙江省宁安市高考英语一轮复习九月阅读理解选练
高考英语一轮复习 九月阅读类综合选练(三)高三全册英语试题
入舵市安恙阳光实验学校黑龙江2017高考英语九月阅读类综合选练（三）完形填空This was an unforgettable and wonderful experience.It happened about three years ago and it has had a__1__effect on me.I would like to show respect here for the two men I do not know __2__ but whose actions gave a new __3__ to the words—kind and generous.I was walking down a busy street on a cold，windy day in early__4__.A homeless man，probably about 60 and without wearing any shoes，was __5__ for change on a street corner.A BMW car __6__ on the other side of the street and an executive(主管)who was perfectly dressed stepped out of the car.He was probably about __7__ years old.He was wearing a blue business suit with a deep red silk tie.He walked__8__ across the street and over to the homeless man.Without saying anything，he first gave him a lot of __9__ and then he sat down and took off his leather gloves(手套)，beautiful black leather shoes and his black dress socks.Then he __10__ them to the homeless man.The homeless man took them and stared with a/an __11__ mouth.As he drove off，I couldn't __12__ thinking that it was probably the first time he had __13__ the pedal(踏板)of that topbrand BMW car with a __14__ foot！I stood there and the looks of __15__ appeared on my face and the homeless man's.Two men of about the same age __16__ very different lives had met and the one who was __17__ in materials had offered __18__ than his shoes.He had left this BMW car and __19__ down from his highposition.He lifted up the other man when he offered respect，__20__and real generosity.【语篇解读】本文为记叙文。
高考英语一轮温习九月阅读理解学与练题一1
陕西宜川县2017高考英语九月阅读理解学与练题（一）（2016高考训练）阅读下列材料，从每题所给的选项当选出最佳选项。
文体：记叙文话题：最小瑜伽教师词数：295 时间：5′Jaysea Devoe is a yoga instructor who has the challenging job of teaching restless preschoolers the ancient knows a thing or two about childhood and focus，for she is only 12 years old and just recently became a certified yoga instructor after completing 200 hours of teacher is believed to be the youngest certified female yoga instructor in the United States.In addition to her students aged 4 to 6，Devoe teaches teens and adults in her California beach town of Encinitas and is about to start a family yoga class.“I have the dream of being a yoga teacher for a long time because I love teaching so much，” says Devoe.“She on ly goes to school three days a week and we told her ‘You have to figure out what you want to do and you've got four days to do it，’” says Rick，Devoe's father.“‘And hopefully by the time you graduate from high school，you have a career path chosen.’”When Devoe told her father she wanted to teach yoga，R ick let her enter for a yoga training class.“Devoe was so interested in the training and she never missed a works hard for her dream，”Rick says.“We were really thrilled that she became a certified yoga instructor after her teacher training came__to__fruition．”Devoe now works at a yoga was trained to teach adults yoga and is ready for moms and dads in her new family she feels completely prepared to deal with the injuries that are often caused in the practice of yoga.As if teaching yoga to preschoolers，teens and adults isn't enough for a 12－year－old girl，Devoe also volunteers every week on a local farm.【语篇解读】文章介绍了美国年龄最小的持有资格证的女性瑜伽教师——Jaysea Devoe。
黑龙江省宁安市2017高考英语一轮复习九月阅读理解选编
黑龙江宁安市2017高考英语九月阅读理解选编阅读理解。
阅读下列短文, 从给的四个选项 (A、B、C和D) 中, 选出最佳选项。
【2014·江西省赣中四校高三第二次联考】Studies show farmland in Africa is often lacking in important nutrients.But researchers say a combination of farming methods may help.Researchers wonder how to increase production without necessarily clearing more land to grow additional crops.American researchers say that can happen with greater use of an agricultural system called perenniation.It mixes food crops with trees and perennial plants—those that return year after year.Soil scientist John Reganold says，“One of the major problems is that the soils are fairly poor in most of the regions.So how do you grow food on poor soils？There have to be food production systems that can build the soil and improve the yield.”Mr Reganold says poor soil may have resulted from years of weathering that washed away many nutrients.He says some farmers may have done more harm than good.“They have b een ac tually using farming practices where they’re not putting in organic matter.They’re not putting in fertilizers.They can’t afford those things.And it just runs the soil down.So they’re worsening the situation.”The scientist says the word perenniation defines three systems that are already used in Africa.The oldest of the three is called evergreen agriculture.This is where farmers plant trees with their crops.Farmers in Africa have been doing this for sixty years，but it seems to be growing in popularity.The method is gaining widespread use in countries such as Niger，Burkina Faso，Malawi and Zambia.The trees are planted among maize (玉米)，millet or sorghum crops.They not only add nitrogen (氮) to the soil through their roots，but also through their leaves when they fall off and break down.At other times of the year，the trees can protect plants from strong sunlight.John Reganold says he knows of one woman who has had great success with perenniation.“She’s a grandm other in her fifties.Her name is Rhoda Mang’yana and she started using this system about twenty years ago.And her yields initially were about a ton of maize.Now with a good year she gets four tons per hectare，four times what she was getting.”1．The purpose of the passage is to________.A．tell people how to increase productionB．introduce an agricultural system in AfricaC．introduce the oldest farming method in AfricaD．tell us how to prevent soil being poor2．What does the u nderlined word “weathering” in Paragraph 4 most probably mean?A．Being exposed to wind and rain.B．Growing different crops.C．Being polluted severely.D．Being ploughed improperly.3．According to the passage，which of the following statements is WRONG?A．Perenniation mixes food crops with trees and perennial plants.B．Poor soil is the main problem in increasing food production.C．Farmers may be more to blame for the present situation.D．American researchers first invented perenniation.4．Evergreen agriculture is popular with the farmers mainly because it________.A．can build the soil and improve the yieldB．can provide more wood as wellC．is the easiest method to carry outD．is used for a long time5．Why does John Reganold mention Rhoda Mang’yan a?A．To show the method is very popular in Africa.B．Because she is an expert at farming production.C．To prove the farming method is effective.D．Because she produced more grains than anyone else in the country.语篇解读在非洲，土地有限、地力贫瘠，如何有效地改善土地状况，提高农作物产量呢？本文介绍了一种能有效提高土地的肥力，促进生产的耕作方式。
高考英语一轮复习九月阅读类综合选练1试题
2021高考英语九月阅读类综合选练完形填空。
阅读下面短文，掌握其大意，然后从各题所给的四个选项〔A、B、C、D〕中，选出最正确答案。
One fine day, a bus driver started his bus and drove off along the route. No 1 for the first few stops, a few people got on, a few got off and things went 2 well.At the next stop, however, a big hulk (笨重的人) of a guy got on. Six feet eight, 3 like a wrestler (摔跤运发动), arms hanging down to the ground. He 4 at the driver and said, “Big John doesn’t pay!〞 and 5 at the back. The driver was five feet three, 6 and basically gentle. 7 , he did not argue with Big John, but he was not happy about it.The next day the 8 thing happened —Big John got on again, said, “Big John doesn’t pay!〞 and sat down. This made the bus driver angry, who started losing9 during the night over the way Big John was taking advantage of his size.10 , he couldn’t stand it any longer. He signed up for 11 building program, Judo (柔道) and all that good stuff.By the end of the summer, he had become quite 12 . So on the next Monday, when Big John got on the bus and said, “Big John doesn’t pay!〞 the driver stood up, glared back and 13 , “And why not?〞 With a 14 look on his face, Big John replied, “Big John has a Bus pass (公交卡).〞The meaning of the story: First be sure and pay more attention to the 15 of problems before working hard to solve one.1. A. choices B. problems C. passengers D. cars2. A. strangely B. fortunately C. hardly D. generally3. A. shouted B. dressed C. built D. performed4. A. laughed B. shot C. knocked D. glared5. A. sat B. waited C. watched D. fought6. A. single B. thin C. sad D. careless7. A. Naturally B. Confidently C. Luckily D. Probably8. A. interesting B. same C. happy D. useless9. A. sleep B. sense C. direction D. confidence10. A. Curiously B. Suddenly C. Finally D. Quickly11. A. character B. opportunity C. fame D. body12. A. patient B. gentle C. strong D. genuine13. A. explained B. screamed C. replied D. ordered14. A. worried B. tired C. disappointed D. surprised15. A. source B. difficulty C. appearance D. change•本篇完形填空中涉及到文章主旨大意的为第小题。
高考英语一轮复习 九月阅读理解课外选练(一)高三全册英语试题
入舵市安恙阳光实验学校广东罗定县2017高考英语九月阅读理解课外选练阅读理解。
阅读下列短文, 从给的四个选项 (A、B、C和D) 中, 选出最佳选项。
(2014·天津模拟)I heard many parents complaining that their teenage children are rebelling(叛逆). I wish it were so. At your age you ought to be growing away from your parents. You should be learning to stand on your own feet. But take a good look at the present rebellion. It seems that teenagers are taking the same way of showing that they disagree with their parents. Instead of striking out boldly on their own, most of them are clutching(紧握)at one another’s hands for reassurance(安慰).They claim they want to dress as they please. But they all wear the same clothes. Then set off in new directions in music. But somehow they all end up with listening to the same record together. Their reason for thinking or acting in thus-and-such a way is that many people are doing it. They have come out of their cocoon(茧)into a larger cocoon.It has become harder and harder for a teenager to stand up against the popularity wave and go his or her own way. Industry has firmly carved out a teenage market. These days every teenager can learn from the advertisements what a teenager should have and be.And many of today’s parents have come to award high marks for the popularity of their children. All this adds to a great barrier(障碍)for the teenager who wants to find his or her own path.But the barrier is worth climbing over. The path is worth following. You may want to listen to classical music instead of going to a party. You may want to collect rocks when everyone else is collecting records. You may have some thoughts that you don’t care to sh are with your classmates at once, well, go to it. Find yourself. Popularity will come with the people who respect you for who you are. That is the only kind of popularity that really counts.【文章大意】本文鼓励青少年要有自己的思维, 不要依赖父母或随波逐流。
高考英语一轮复习 九月阅读类训练(二)高三全册英语试题
入舵市安恙阳光实验学校黑龙江2017高考英语九月阅读类训练（二）阅读下面短文，从短文后各题所给的四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项。
Born in America, I spoke English, not Chinese, the language of my ancestors . When I was three, my parents flashed cards with Chinese 1 at my face , but I pushed them 2 . My mom believed I would learn 3 I was ready. But the 4 never came.On a Chinese New Year’s Eve , my uncle spoke to me in Chinese , butall I could do was 5 at him , confused , scratching my head . “Still can’t speak Chinese?” He 6 me, “You can’t even buy a fish in Chinatown.”“Hey,this is America, not China. I’ll get some 7 with or without Chinese.” I replied and turned to my mom for 8 .“Remember to ask for fresh fish, Xin Xian Yu,” she said,handing overa $20 bill. I 9 the words, running downstairs into the streets of Chinatown.I found the fish 10 surrounded in a sea of customers. “I’d liketo buy some fresh fish,” I should to the fishman. But he 11 my English words and turned to serve the next customer .The laugh of the people behind increased 12 their impatience. With every 13 , the breath of the dragons (龙) on my back grew stronger—my blood boiling— 14me to cry out . “Xian Sheng Yu, please.” “Very Xian Sheng,” I repeated .The crowd erupted into laughter . My face turned 15 and I ran back home 16 , except for the $20 bill I held tightlyin my pocket.Should I laugh or cry? They’re Chinese. I should feel right at17 . Instead , I was the joke , a disgrace (丢脸)to the language. Sometimes, I laugh at my fish 18 , but , in the end, the joke ison 19 . Every laugh is a culture 20 ; every laugh is my heritage (传统) fading away.( ) 1. A. custom B. games C .characters D. language( ) 2. A. ahead B. around C. along D. aside( ) 3. A. when B. before C. unless D. until( ) 4 A. success B. study C. time D. attempt( ) 5. A. aim B. joke C. nod D. stare( ) 6. A. cared about B. laughed at C. argued with D. asked after( ) 7. A. right now B. from now C. at times D. in time( ) 8A. decision B. permission C. information D. preparation( ) 9 A. repeated B. reviewed C. spelled D. kept( ) 10. A. farm B. stand C. pond D. market( ) 11. A. guessed B. forgot C. doubted D. ignored( ) 12. A. by B. as C. with D. from( ) 13. A. second B. effort C. desire D. movement( ) 14. A. forcing B. allowing C. persuading D. leading ( ) 15. A. bright B. blank C. pale D. red( ) 16. A. open-mouthed B. tongue-tied C. empty-handed D. broken-hearted( ) 17. A. service B. home C. risk D. root( ) 18. A. trade B. deed C. challenge D. incident( ) 19. A. it B. us C. me D. them( ) 20. A. thrown B. lost C. divided D. reflected 【语篇解读】本篇文章为记叙文。
高考英语一轮复习 九月阅读类综合选练(四)高三全册英语试题
入舵市安恙阳光实验学校黑龙江2017高考英语九月阅读类综合选练（四）完形填空。
Susan was a shy but clever girl.She couldn't see too well and had worn glasses for many years.Some of her classmates began to__1__at her big glasses.Lewis started calling her“Four Eyes”．She acted like she didn't mind，but in fact Susan couldn't__2__it.One day，the class went to visit some famous caves，when Lewis put his foot in a hole and slipped.While__3__，he grabbed onto Susan，who was walking next to him，and both fell down the hole and landed in a very big__4__cave.All that could be seen was a single ray of light coming from the cave roof，and some__5__which had fallen through the hole.Susan and Lewis shouted for help，but no one came.He used the__6__light to look for a way out.But after hours of__7__，he found nothing，and started feeling__8__.It must have been__9__，when Susan noticed that the ray of light was descending from the hole in a straight line，and__10__on the floor in front of her.__11__，she took a piece of__12__that had fallen intothe cave，and，using her__13__as a magnifying glass，she__14__the ray of light onto the wood until a little__15__sprang up.Now they had a torch.Lewis watched all this with surprise and__16__.He grabbed some more branches，and off they went together，to__17__the cave.It took them some time，and they had to__18__quite a few torches，but finally they found a way out.He now__19__having given her that name，__20__seeing that it was her glasses that had saved them both.【语篇解读】本文是一篇记叙文。
高考英语阅读理解一轮练9含解析word版本
2019 年高考英语阅读理解一轮练（9）ALife can be so wonderful, full of adventure and joy. It can also be full ofchallenges, setbacks(挫折) and heartbreaks. Whatever our circumstances, wegenerally still have dreams, hopes and desires that little something more we wantfor ourselves and our loved ones. Yet knowing we can have more can also create aproblem, because when we go to change the way we do things, up come the old patterns and pitfalls(圈套) that stopped us from seeking what we wanted in the first place.This tension between what we feel we can have and what we’ re seemingly ableto have is the niggling(烦人的)suffering, the anxiety we feel. This is where weusually think it ’ s easier to just give up. But we’ re never meant to let go of part of us that knows we can have more. The intelligence behind that knowing is us—the real us.It ’ s the part that believes in the life and its possibilities. If youdrop that, you begin to feel a little＂dead＂inside because you’re dropping＂you＂ .So, if we have this capability but somehow life seems to keep us stuck，how do we break these patterns?Decide on a new course and make one decision at a time. This is good advice fora new adventure or just getting through today’ s challenges.While, deep down, we know we can do it, our mind—or the minds of those closeto us—usually says we can’ t. That isn that little man or womanon your shoulder,’t a reason to stop, it’ s just the mind, trying to talk you out of something again.It has done it many times before.It ’ s all about starting simple and doing it now.Decide and act before overthinking. When you do this you may feel a little, orlarge, release from the jail of your mind and you’ll be on your way.1. It can be inferred from the first two paragraphs that we should ________.A. slow down and live a simple lifeB. be careful when we choose to changeC. stick to our dreams under any circumstancesD. be content with what we already have2.What is the key to breaking the old patterns?A.To focus on every detail.B.To decide and take immediate action.C.To listen to those close to us.D.To think twice before we act.3.Which of the following best explains the underlined part in the last paragraph?A.Escape from your punishment.B.Realization of your dreams.C.Freedom from your tension.D.Reduction of your expectations.4.What does the author intend to tell us?A.It ’ s easier than we think to get what we want.B.It ’ s important to learn to accept sufferings in life.C.It ’ s impractical to change our way of thinking.D.It ’ s harder than we expect to follow a new course.【文章马虎】本文是一篇谈论文。
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黑龙江宁安市2017高考英语九月阅读理解选练阅读理解。
阅读下列短文, 从给的四个选项 (A、B、C和D) 中, 选出最佳选项。
【2014·枣庄高三模拟】If you choose only to complain and escape from a misfortune，it will always follow you wherever you go.But if you decide to be strong，the hardship will turn out to be a fortune on which new hopes will arise.In an accident，a boy lost both his arms and his father—who was the main source of support for the family.Since then，he has had to depend on the arms of his younger brother.For the sake of taking care of him，his younger brother became his shadow，never leaving him alone for years.Except for writing with his toes，he was completely unable to do anything in his life.As the two brothers grew up together，they had their share of problems and they would often quarrel.Then one day，his younger brother wanted to leave，living his own life，as many normal people do.So he was heartbroken and didn’t know what to do.A similar misfortune befell a girl，too.One night her mother，who suffered from chronic (慢性的) mental illness，disappeared.Her father went out to look for her mother，leaving her alone at home.She tried to prepare meals for her parents，only to overturn the kerosene light on the stove，resulting in a fire which took her hands away.Though her elder sister who was studying in another city，showed her willingness to take care of her，she was determined to be completely independent.At school，she always studied hard.Most of all she learned to be selfreliant.One day，the boy and the girl were both invited to appear on a television interview program.The boy told the TV host about his uncertain future at being left on his own，whereas the girl was full of enthusiasm for her life.They both were asked to write something on a piece of paper with their toes.The boy wrote：My younger brother’s arms are my arms；while the girl wrote：Broken wings，flying heart.1．What attitude s hould we take towards a misfortune in the author’s opinion?A．Trying to find an escape from it.B．Facing it bravely with a positive mind.C．Asking for help from your relatives.D．Ignoring it and living a normal life.2．After the accident，the boy________.A．decided to live with his brotherB．learnt to do things with his toesC．made a living all by himselfD．depended wholly on his brother3．Which of the following is true of the girl?A．She lost her mother in an accident.B．Her sister took good care of her.C．She was optimistic and full of courage.D．She led a poor life with her father.4．What did the girl mean by “Broken wings，flying heart”？A．Never give up hopes in face of hardship.B．It’s not easy for her to live a normal life.C．If a bird loses its wings，it cannot fly.D．If you lose your hands，your life will be hard.5．How does the author develop the text?A．In the order of time.B．By making a comparison.C．By listing facts.D．In the order of importance.语篇解读本文为一篇夹叙夹议文。
作者通过对比两个有相似遭遇的人的不同结果，说明了人只要坚强，就会战胜困境，使不幸转化为幸运。
1．解析：推理判断题。
根据第一段第二句可知，只要有积极的心态，学会坚强，勇敢地面对困境，不幸就会转化为幸运。
答案： B2．解析：细节理解题。
根据第二段第二句和最后一句“Except for writing with his toes，he was completely unable to do anything in his li fe.”可知，自从他遭遇事故后，小男孩一直以来完全依靠弟弟的帮助来生活。
答案： D3．解析：推理判断题。
根据第五段内容和最后一段第二句中的“whereas the girl was full of enthusiasm for her life.”可知，小女孩面对不幸没有选择放弃，而是去学会自立，努力学习，并对生活充满热情。
由此可知，小女孩很乐观，很勇敢。
答案： C4．解析：句意理解题。
结合小女孩的不幸遭遇和她的现状可推知，本句话的字面意思为：尽管失去双翼，但思想仍要飞翔。
即虽然面对困境，但是对生活不能失去希望和信心。
答案： A5．解析：篇章结构题。
通读全文可知，文章通过对有相似遭遇的两个人的不同结果进行比较，说明了本文的主题。
答案：B。
【2016届石家庄市高中毕业班质量检测（二）试题】阅读理解。
阅读下面短文，选择最佳答案填空。
C You use her as a shoulder to cry on. She texts you back with casual jokes. But she, Xiaoice, is only a virtual chatbot.Xiaoice, Micr osoft’s latest artificial intelligence robot, was briefly released in 2014, and returned to WeChat in 2015, where she became a big hit. Millions of young Chinese now exchange messages with her daily, The New York Times reported. On WeChat, Xiaoice is an official account. After following it, users can start text-based conversations with Xiaoice.“Her incredible learning ability was why people loved to talk with Xiaoice,” Liu Jinchang, a researcher at High-tech Research and Development Center under the Ministry of Science and Technology, told China Daily. Apart from her ability to identify photos and send emojis (表情符号) in conversations, Xiaoice gains 45 percent of her knowledge from interacting with users, China Daily reported.Chatbot programs first appeared in the mid-1960s in the US. Driven by top tech companies, they are becoming smarter and more common. For instance, IBM’s latest artificial intelligence program served as an academic consultant at Australia’s Deakin University, answering studen ts’questions about course schedules and financial aid. Apple’s Siri and Amazon’s Alexa have been used as voice assistants who can read news, play music and even make jokes for their users. These programs are expected to move beyond smartphones, into televisions, cars and living rooms, The New York Times pointed out. However, it may take decades before scientists develop a “Samantha”, the advanced chatbot seen in the fiction film Her. In the film, Samantha sparks a romantic relationship with her user played by US actor Joaquin Phoenix. Many viewers were enthusiastic about this fantasy of virtual soul mates.1. What does the underlined part in paragraph two mean?A. She became a best seller.B. She became very powerful.C. She became a money maker.D. She became very popular.2. Which of the following can Xiaoice do?A. Do housework.B. Spread messages.C. Identify various photos.D. Read news to its users.3. Which company’s chatbot program can act as an academic consultant?A. Microsoft.B. IBM.C. Apple.D. Amazon.4. What can be learned from the last paragraph?A. Chatbots mainly run on smartphones now.B. It’ll take decades to apply chatbots to cars.C. Samantha is played by a US actor in the film.D. The film Her doesn’t interest many audience .参考答案、DCBA阅读In a world with limited land, water and other natural resources (资源), the harm from the traditional business model is on the rise. Actually, the past decade has seen more and more forests disappearing and the globe becoming increasingly warm. People now realize that this unhealthy situation must be changed, and that we must be able to develop in sustainable (可持续的) ways. That means growth with low carbon or development of sustainable products. In other words, we should keep the earth healthy while using its supply of natural resources.Today, sustainable development is a popular trend in many countries. According to a recent study, the global market for low-carbon energy will become three times bigger over the next decade. China, for example, has set its mind on leading that market, hoping to seize chances in the new round of the global energy revolution. It is now trying hard to make full use of wind and solar energy, and is spending a huge amount of money making electric cars and high-speed trains. In addition, we are also seeing great growth in the global markets for sustainable products such as palm oil (棕榈油), which is produced without cutting down valuable rainforest. In recent years the markets for sustainable products have grown by more than 50%.Governments can fully develop the potential of these new markets. First, they can set high targetsfor reducing carbon emissions (排放) and targets for saving and reusing energy. Besides, stronger management of public resources like forests can also help to speed up the development. Finally, governments can avoid the huge public expenses that are taking us in the wrong direction, and redirecting some of those expenses can accelerate the change from the traditional model to a sustainable one.The major challenge of this century is to find ways to meet the needs of a growing population within the limits of this single planet. That is no small task, but it offers abundant new chances for sustainable product industries.1. The traditional business model is harmful because of all the following EXCEPT that .A. it makes the world warmerB. it consumes natural resourcesC. it brings severe damage to forestsD. it makes growth hard to continue2. What can we infer from Paragraph 2?A. China lacks wind and solar energy.B. China is the leader of the low-carbon market.C. High-speed trains are a low-carbon development.D. Palm oil is made at the cost of valuable forests.3. To fully develop the low-carbon markets, governments can .A. cut public expensesB. forbid carbon emissionsC. develop public resourcesD. encourage energy conservation4. We can learn from the last paragraph that businesses have many chances to .A. develop sustainable productsB. explore new natural resourcesC. make full use of natural resourcesD. deal with the major challenge5. What is the main purpose of the passage?A. To introduce a new business model.B. To compare two business models.C. To predict a change of the global market.D. To advocate sustainable development.【参考答案】72.1-5 BCDAD阅读In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in 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. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. 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 Marketing 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 customer feel they know you that you can trust them—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 andover-delivering(saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher(购物礼券) as an unexpected “thank you” to regular 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 apology 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 fairness suggests best meets the case).Airlines face some of the toughest 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 technical problems.For British Airways staff, a winning telephone style is considered vital in handing 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 invested heavily in information technology to make sure that information is available instantly on screen.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.1. We can learn from Paragraph 2 that .A. complaining customers are hard to satisfyB. unsatisfied customers receive better serviceC. satisfied customers catch more attentionD. well-treated customers promote business2. The writer mentions“phone rage” (Paragraph 3) to show that.A. customers often use phones to express their angerB. people still prefer to buy goods onlineC. customer care becomes more demandingD. customers rely on their phones to obtain services3. What does the writer recommend to create customer delight?A. Calling customers regularly.B. Giving a“thank you” note.C. Delivering a quicker service.D. Promising more gifts.4. If a manager should show his empathy(Paragraph 6), 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.”5. Customer delight is important for airlines because .A. their telephone style remains unchangedB. they are more likely to meet with complaintsC. the services cost them a lot of moneyD. the policies can be applied to their staff6. Which of the following is conveyed in this article?A. Face-to-face service creates 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. 【参考答案】73.1-5 DCCAB 6 C。