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湖北省黄石市2016高考英语完形填空和阅读理解一轮练习（5）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和D中，选出最佳答案。
A lady and her husband stepped off the train in Boston. They walked without an appointment（预约）into the outer 1 of Harvard’s president. But they were 2 by his secretary and kept waiting. For hours, the secretary took no notice of them, 3 that the couple would finally become 4 and go away. But they didn’t. The secretary finally decided to disturb the president, though5 .A few minutes later, the president walked towards the couple with a 6 face. The lady told him, “We had a son that 7 Harvard for one year. He loved Harvard. He was 8 here. But about a year ago, he was accidentally killed. My husband and I would like to 9 a memorial（纪念物）to him, somewhere on campus.”The president wasn’t 10 . Instead, he was shocked. “Madam,” he said, “we can’t put up a statue for every person who studied at Harvard and died. If we did, this 11 would look like a cemetery（墓地）,” “Oh, no,” the lady 12 quickly “We don’t want to put up a statue. We would like to give a 13 to Harvard.” The president rolled his eyes and 14 at the couple and then exclaimed,” A building! Do you have any 15 how much a building costs? We have spent over $7 500 000 on the campus building at Harvard.” For a moment the lady was silent. The president was 16 ,because he could get rid of them now. Then the lady turned to her husband and said quietly, “Is that all it costs to start a 17 ? Why don’t we just start our own?” Her husband nodded.18 their offer was turned down, Mr. and Mrs. Stanford traveled to California where they founded the University that bears their19 ,a memorial to a son that Harvard no longer 20 about.( ) b B. library C. hall D. office答案:D( ) 2.A.watched B. stopped C. followed D. interviewed答案:B( ) 3.A.hoping B. finding C. realizing D. imagining答案:A( ) 4.A.surprised B. disappointed C. worried D. troubled 答案:B( ) 5.A.hopelessly B. carefully C. unexpectedly D. unwillingly 答案:D( ) 6.A.pleasant B. funny C. cold D. sad答案:C( ) 7.A.attended B. visited C. studied D. served答案:A( ) 8.A.clever B. brave C. proud D. happy答案:D( ) 9.A.set about B. set up C. take down D. take over答案:B( ) 10.A.satisfied B. excited C. moved D. ashamed答案:C( ) 11.A.house B.part C.garden D.place答案:D( ) 12.A.explained B. expressed C. refused D. admitted答案:A( ) 13.A.building B. yard C. playground D. square答案:A( ) ughed B. shouted C. glanced D. called答案:C( ) 15.A.suggestion B. idea C. thought D. opinion答案:B( ) 16.A.bored B. astonished C. interested D. pleased答案:D( ) 17.A.department B. university C. business D. club 答案:B( ) 18.A.Once B. While C. Since D. Though答案:C( ) B. character C. picture D. sign答案:A( ) 20.A.talked B. knew C. heard D. cared答案:D1. 提示:夫妇二人来到的地方是哈佛大学校长的……，根据后文中提到了秘书，结合常识，应知他们到达的地方应是校长办公室的外间。
绝密★启用前6月8日15：00—16:402016年普通高等学校全国统一考试（新课标全国卷III）英语第I卷第一部分听力（共两节，满分30分）第一节（共5小题，每小题1.5分，满分7.5分）听下面5段对话。
每段对话后有一个小题，从题中所给的A、B、C三个选项中选出最佳选项，并标在试卷的相应位置。
听完每段对话后，你都有10秒钟的时间来回答有关小题和阅读下一小题。
每段对话仅读一遍。
1. What will Lucy do at 11:30 tomorrow?A. Go out for lunch.B. See her dentist.C. Visit a friend.2. What is the weather like now?A. It‟s sunny.B. It‟s rainy.C. It‟s cloudy3. Why does the man talk to Dr. Simpson?A. To make an apology.B. To ask for help.C. To discuss his studies4. How will the woman get back from the railway station?A. By train.B. By car.C. By bus.5. What does Jenny decide to do first?A. Look for a job.B. Go on a trip.C. Get an assistant第二节（共15小题，每小题1.5分，满分22.5分）听下面5段对话或独白。
每段对话或独白后有几个小题，从题中所给的A、B、C 三个选项中选出最佳选项，并标在试卷的相应位置。
听每段对话或独白前，你将有时间阅读各个小题，每小题5秒钟；听完后，各小题将给出5秒钟的作答时间。
每段对话或独白读两遍。
6. What time is it now?A. 1:45.B. 2:10.C. 2:15.7. What will the man do?A. Work on a project.B. See Linda in the library.C. Meet with Professor Smith8. What are the speakers talking about?A. Having guests this weekend.B. Going out for sightseeing.C. Moving into a new house.9. What is the relationship between the speakers?A. Neighbors.B. Husband and wife.C. Host and visitor.10. What will the man do tomorrow?A. Work in his garden.B. Have a barbecue.C. Do some shopping.11. Where was the man born?A. In Philadelphia.B. In Springfield.C. In Kansas.12. What did the man like doing when he was a child?A. Drawing.B. Traveling.C. Reading.13. What inspires the man most in his work?A. Education.B. Family love.C. Nature.14. Why is Dorothy going to Europe?A. To attend a training program.B. To carry out some research.C. To take a vacation.15. How long will Dorothy stay in Europe?A. A few days.B. Two weeks.C. Three months.16. What does Dorothy think of her apartment?A. It‟s expensive.B. It‟s satisfactory.C. It‟s inconvenient.17. What does Bill offer to do for Dorothy?A. Recommend her apartment to Jim.B. Find a new apartment for her.C. Take care of her apartment.18. What are the tourists advised to do when touring London?A. Take their tour schedule.B. Watch out for the traffic.C. Wear comfortable shoes.19. What will the tourists do in fifteen minutes?A. Meet the speaker.B. Go to their rooms.C. Change some money.20. Where probably is the speaker?A. In a park.B. In a hotel.C. In a shopping centre.第二部分阅读理解（共两节，满分40分）第一节（共15小题；每小题2分，满分30分）阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题卡上将该项涂黑。
2016普通高等学校招生全国统一考试（新课标I)英语试卷类型第Ⅰ卷第一部分听力(共两节，满分30 分）做题时，先将答案标在试卷上，录音内容结束后，你将有两分钟的时间将试卷上的答案转涂到答题卡上.第一节（共5小题；每小题1。
5分，满分7。
5分）听下面5段对话，每段对话后有一个小题.从题中所给的A、B、C三个选项中选出最佳选项，并标在试卷的相应位置.听完每段对话后,你都有10秒钟的时间来回答有关小题和阅读下一小题。
每段对话仅读一遍。
例：How much is the shirt？A. £ 19. 15. B。
£ 9. 18。
C. £ 9。
15。
答案是C。
1。
What are the speakers talking about?A. Having a birthday party。
B。
Doing some exercise。
C。
Getting Lydia a gift。
2. What is the woman going to do?A。
Help the man. B。
Take a bus。
C. Get a camera。
3。
What does the woman suggest the man do？A。
Tell Kate to stop。
B. Call Kate’s friends。
C. Stay away from Kate。
4。
Where does the conversation probably take place？A。
In a wine shop。
B。
In a supermarket. C。
In a restaurant.5. What does the woman mean？A. Keep the window closed。
B. Go out for fresh air。
C。
Turn on the fan.第二节(共15小题;每小题1.5分，满分22。
湖北省黄石市2016高考英语完形填空和阅读理解一轮练习（2）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和D中，选出最佳答案。
Robert Moody, 52, is an experienced police officer. Much of his work involves dealing with 1 an gang (团伙)problems in the schools of his community. Knowing that many kids often 2 trouble, he decided to do something about it. So in 1991 he began to invite small groups of kids to go fishing with him on his day 3 .Those fun trips had a(n) 4 impact. A chance encounter in 2000 proved that. One day, 5 working security at a school basketball game, Moody noticed two young guys 6 .He sensed trouble between them. 7 one of them headed toward Moody and gave him a hug.” I 8 you. You took me 9 when I was in fifth grade. That was one of the 10 days of my life .”Deepl y touched by the boy’s word, Moody decided to create a foundation（基金会）that 11 teenagers to the basics of fishing in camping programs. “As a policeman, I saw 12 there was violence, drugs were always behind it. They have a damaging 13 on the kids,” says Moody.By turning kids on to fishing, he 14 to present an alternative way of life, “When you’re sitting there waiting for a 15 ,”he says, “you can’t help but talk to each other, and such 16 can be pretty deep.”“Talking about drugs helped prepare me for the peer（同龄人）pressures in high school,” says Michelle, 17 who 17 the first program. “And I was able to help my little brother 18 drugs.”Moody faces 19 in three years, when he hopes to run the foundation full-time.”I’m living a happy life and I ha ve a responsibility to my20 to give back,” Moody says.”If I teach a kid to fish today, he can teach his brother to fish tomorrow.”( ) 1. A. drinking B．drug C．security D．smoking1.B. 根据下文的drugs were always behind it和Talking about drugs helped prepare me for the peer（同龄人）pressures in high school可以确定，此处是指“毒品，吸毒”。
湖北省黄石市2016高考英语完形填空和阅读理解一轮练习（1）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和D中，选出最佳答案。
The requirements for high school graduation have just changed in my community.As a result, all students must 1 sixty hours of service learning, 2 they willnot receive a diploma. Service learning is academic learning that also helps the community. 3 of service learning include cleaning up a polluted river, workingin a soup kitchen, or tutoring a student. 4 a service experience, students must keep a journal（日志）and then write a 5 about what they have learned.Supporters claim that there are many 6 of service learning. Perhaps most importantly, students are forced to think 7 their own interests and become 8 ofthe needs of others. Students are also able to learn real-life skills that 9 responsibility, problem-solving, and working as part of a team. 10 , students can explore possible careers 11 service learning.For example, if a student wonders what teaching is like, he or she can chooseto work in an elementary school classroom a few afternoons each month. 12 thereare many benefits, opponents （反对者） 13 problems with the new requirement. First, they 14 that the main reason students go to school is to learn core subjects and skills. Because service learning is time-consuming, students spend 15 time studyingthe core subjects. Second, they believe that forcing students to work without 16 goes against the law. By requiring service, the school takes away an individual's freedom to choose.In my view, service learning is a great way to 17 to the community, learn new skills, and explore different careers.18 , I don’t believe you should force people to help others – the 19 to help must come from the heart. I think the best 20 is onethat gives students choices: a student should be able to choose sixty hours of independent study or sixty hours of service. Choice encourages both freedom and responsibility, and as young adults, we must learn to handle both wisely.( ) 1. A. spend B. gain C .complete D. save【答案】C【解析】由文章知到，现在的大学要求学生要完成6小时Service Learning为正确答案。
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 和D中，选出最佳答案。
Most people believe they don’t have much imagination. They are 1 .Everyone has imagination, but most of us, once we become adults, forget how to 2 it. Creativity isn’t always 3 with great works of art or ideas. People at work and in their free time 4 think of creative ways to solve problems. Maybe you have a goal to achieve, a tricky question to answer or you just want to expand your mind! Here are three techniques to help you.Making connections This technique involves taking 5 ideas and trying to find links between them. First, think about the problem you have to solve or the job you need to do. Then find an image, word, idea or object, for example, a candle. Write down all the idea/words 6 with candles: light, fire, matches, wax, night, silence, etc. Think of as many as you can. The next stage is to relate the 7 to the job you have to do. So imagine you want to buy a friend an original 8 ; you could buy him tickets to match or take him out for the night.NO limits! Imagine that normal limitations don’t9 . You have as much time/space/money, etc. as you want. Think about your goal and the new 10 .If your goal is to learn to ski, 11 , you can now practise skiing every day of your life （because you have the time and the money）. Now 12 this to reality. Maybe you can practise skiing ever day in December, or every Monday in January.Be someone else! Look at the situation from a 13 point of view. Good businessmen use this technique in trade, and so do writes. Fiction writers often imagine they are the 14 in their books. They ask question: What does this character want? Why can’t she get it? What changes must she make to get what she wants? If your goal involves other people, put yourself in their 15 . The best fishermen think like fish!( ) 1. A. wrong B. unbelievable C. reasonable D. realistic【答案】A。
湖北省黄石市2016高考英语一轮阅读理解和书面表达选练（1）阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。
Barefoot and dirty，the girl just sat and watched the people go by．She never tried to speak．Many people passed，but never did one person stop．The next day I decided to go back to the park，curious to see if the little girl would still be there．Right in the very spot as she was yesterday，she sat with the saddest look in her eyes．Today I was to make my own move and walk over to the little girl．As we all know，a park full of strange people is not a place for young children to play alone．As I began walking towards her，I could see the back of the little girl’s dress indicated a deformity（畸形）．I smiled to let her know it was okay，I was there to help，to talk．I sat down beside her and opened with a simple “Hello”．I smiled and she shyly smiled back．We talked until darkness fell and the park was completely empty．I asked the girl why she was so sad．The little girl looked at me and with a sad face said，“Because I’m different．”I immediately said “That you are!” and smiled．The little girl acted even sadder．She said，“I know．” She looked at me and smiled．Slowly she stood to her feet，and said，“Really?”“Yes，dear，you’re like a little guardian angel sent to watch over all those people walking by．” She nodded her head “yes” and smiled，and with that she spread her wings and said with a twinkle in her eye，“I am．I’m your guardian angel．”I was speechless，sure I was seeing things．She said，“For once you thought of someone other than yourself，my job here is done．”Immediately I stood to my feet and said，“Wait，so why did no one stop to help an angel!?” She looked at me and smiled，“You’re the only one who could see me，and you believe it in your heart．”…and she was gone．And with that my life changed dramatically．So，when you think you’re all you have，remember，your angel is always watching over you．Mine is!1．People just passed by the girl because _______．A．they pretended not to see herB．she pretended to be poorC．they never thought of helping herD．they knew the author would help her2．Which word can’t be used to describe the author?A．Considerate．B．Patient． C．Helpful． D．Powerful．3．Why was the author speechless?A．He was shocked．B．He didn’t manage to help the girl．C．He thought he was cheated．D．He was in despair．4．Which of the following statements is TRUE?A．The author smiled because he saw the girl was shy．B．The author had known that the girl was a real angel．C．The author believed that an angel was always watching him．D．The author decided to go back to the park because he was sure that the little girl would be there．5．What does “You’re all you have” mean?A．You are ugly．B．You are alone．C．You are strong．D．You are rich．【参考答案】1---5 、CDACB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。
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和D 中，选出最佳答案。
Tracy Wong is a well-known Chinese-American writer. But her writing 1 was something she picked up by herself. After her first 2 , teaching disabled children, she became a part-time writer for IBM. 3 , writing stories was simply a 4 interest. Tracy sent three of her stories to a publisher(出版商). 5 , they immediately suggested that she put them together to make a single one long 6 and paid Tracy a $50 000 advance. “A pretty money,” said the publisher,“for 7 writer.”8 Tracy’s characters(人物) are interesting, her stories sometimes 9 readers uneasy: those about the supernatural. “My mother believed I could 10 the afterlife world,” she told a close friend.“She used to have me speak with my grandmoth er, who died many years ago.”“Can I?I don’t think I can,” Tracy said with a laugh.“But I do have 11 when things come to me 12 .”Once,she was wondering how to complete a13 set in ancient(古代的)China.14 the doorbell rang. It was a FedEx delivery man, with a copy of a book on Chinese15 .It came without her having 16 it.Though she has published 10 books, Tracy has remained 17 by her fame. She lives in the same 18 she lived 27 years ago—although in a more comfortable home. There’s more ro om for 19 in her life—and it wasn’t just 20 .( ) 1. A. skill B. experience C. practice D. method提示:联系上下文，此处应为协作技巧(skill)，最佳答案为选项A。
湖北省黄石市2016高考英语完形填空和阅读理解一轮练习（8）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和D中，选出最佳答案。
Anna Douglas was 72 years old when she started writing her newspaper column．She had been a school teacher before she retired（退休），but she needed to keep 1 ．She was even willing to work without pay．She then offered her2 with a business that helped other businesses find jobs for old people．Every day she 3 other old folks like her．By talking with them，she 4 two things．Old people had abilities that were not 5 ． But old people also had some 6 ．She found a new purpose for herself then．Through the years，she7 to write stories about people for national magazines．There was now a new 8 ： Old people like herself．She began to write a newspaper column called “Sixty Plus”， which was about 9 old ．She writes about the problems of old people，especially their problems with being 10 ．Anna Douglas uses her 11 ability to see the truth behind a problem．She understands 12 problems begin．For example，one of her 13 said that his grandchildren14 the houses as soon as he came to visit．Mrs. Douglas15 some ways for him to understand his grandchildren．“It"s important to know16 about your grandchildren’s world，”says Mrs. Douglas．“That means questioning and listening，and 17 is not what old people do best．Say good things to them and about them，”she continues．“Never try to 18 your grandchildren or other young people．Never 19 your opinion．Don’t tell them what they should do．20 ，they have been taught they should have respect for old people．The old should respect them as well．”( ) 1．A．free B．rich C．powerful D．busy( ) 2．A．service B．money C．students D．books( ) 3．A．observed B．met C．comforted D．answered( ) 4．A．recognized B．followed C．enjoyed D．demanded( ) 5．A．studied B．agreed C．gave D．used( ) 6．A．mistakes B．problems C．questions D．characters( ) 7．A．had B．ought C．was D．used( ) 8．A．subject B．life C．way D．plan( ) 9．A．getting B．respecting C．employing D．supporting( ) 10．A．unknown B．refused C．misunderstood D．discouraged( ) 11．A．thinking B．working C．writing D．leading( ) 12．A．that B．when C．why D．whether( ) 13．A．visitors B．readers C．listeners D．friends( ) 14．A．got B．entered C．left D．passed( ) 15．A．invented B．chose C．suggested D．imagined( ) 16．A．everything B．something C．anything D．nothing( ) 17．A．listening B．speaking C．pleasing D．advising( ) 18．A．praise B．scold C．trouble D．encourage( ) 19．A．speak out B．give up C．get back D．stick to( ) 20．A．Commonly B．Surprisingly C．Happily D．Naturally完形填空1. D。
2016高考英语全国卷完形填空真题（含答案和解析）2016年普通高等学校招生全国统一考试新课标I卷完形填空（共20小题；每小题1.5分，满分30分）A Heroic DriverLarry works with Transport Drivers, Inc.One morning in 2009, Larrywas 41 along 165 north afterdelivering to one of his 42 . Suddenly,he saw a car with its bright lightson. 43 he got closer, hefound 44 vehicle upside down on theroad. One more look and henoticed 45 shooting out from underthe 46 vehicle. Larry pulled over, set thebrake and 47 the fire extinguisher（灭火器）. Two good bursts from theextinguisher and the fire was put out.The man who had his bright lightson 48 and told Larry he had 49 an emergency call. They 50 heard a woman’s voice coming from the wrecked (毁坏的) vehicle. 51 the vehicle, they saw that a woman was trying to get out of the broken window. They told her to stay 52 until the emergency personnel arrived, 53 she thought the car was going to 54 . Larry told her that he had already put out the fire and she should not move 55 she injured her neck.Once fire and emergency people arrived, Larry and the other man 56 and let them go to work. Then, Larry asked the 57 if he was needed or 58 to go. They let him and the other man go.One thing is 59 ——Larry went above and beyond the call of duty by getting so close to the burning vehicle! His 60 most likely saved the woman’s life.41. A. walkingB. touringC. travelingD. rushing42. A. passengersC. employersD. customers43. A. SinceB. AlthoughC. AsD. If44. A. eachB. anotherC. thatD. his45. A. flamesB. smokeC. waterD. steam46. A. usedB. disabledC. removedD. abandoned47. A. got hold ofB. preparedC. took charge ofD. controlled48. A. came downC. came inD. came over49. A. returnedB. receivedC. madeD. confirmed50. A. thenB. againC. finallyD. even51. A. StartingB. ParkingC. PassingD. Approaching52. A. quietB. stillC. awayD. calm53. A. forB. soC. andD. but54. A. explodeC. fall apartD. crash55. A. as ifB. unlessC. in caseD. after56. A. stepped forwardB. backed offC. moved onD. set out57. A. womanB. policeC. manD. driver58. A. forbiddenB. readyC. askedD. free59. A. for certainB. for considerationC. reportedD. checked60. A. patienceC. effortsD. promise【答案和解析】41. C 解析：travel along 开车行进。
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和D 中，选出最佳答案。
The requirements for high school graduation have just changed in my community. As a result, all students must 1 sixty hours of service learning, 2 they will not receive a diploma. Service learning is academic learning that also helps the community. 3 of service learning include cleaning up a polluted river, working in a soup kitchen, or tutoring a student. 4 a service experience, students must keep a journal（日志）and then write a 5 about what they have learned.Supporters claim that there are many 6 of service learning. Perhaps most importantly, students are forced to think 7 their own interests and become 8 of the needs of others. Students are also able to learn real-life skills that 9 responsibility, problem-solving, and working as part of a team. 10 , students can explore possible careers 11 service learning.For example, if a student wonders what teaching is like, he or she can choose to work in an elementary school classroom a few afternoons each month. 12 there are many benefits, opponents （反对者）13 problems with the new requirement. First, they 14 that the main reason students go to school is to learn core subjects and skills. Because service learning is time-consuming, students spend 15 time studying the core subjects. Second, they believe that forcing students to work without 16 goes against the law. By requiring service, the school takes away an individual's freedom to choose.In my view, service learning is a great way to 17 to the community, learn new skills, and explore different careers.18 , I don’t believe you should force people to help others – the 19 to help must come from the heart. I think the best 20 is one that gives students choices: a student should be able to choose sixty hours of independent study or sixty hours of service. Choice encourages both freedom and responsibility, and as young adults, we must learn to handle both wisely.( ) 1. A. spend B. gain C .complete D. save【答案】C【解析】由文章知到，现在的大学要求学生要完成6小时Service Learning为正确答案。
( ) 2. A. and B. or C. but D. for【答案】B【解析】不完成Service Learning，否则就不予毕业。
( ) 3. A. Subjects B. ideas C. Procedures D. Examples 【答案】D【解析】是Service Learning的例子( ) 4. A. With B. Before C . During D. After【答案】C【解析】在Service Learnin期间的某一时候，所以选During( ) 5. A. diary B. report C. note D. notice 【答案】B【解析】在进行Service Learnin，由生活常识来看，要写一个调查报告( ) 6. A. courses B. benefits C . challenges D. features 【答案】B【解析】支持者认为社区服务由很多益处【考点定位】名词词语辨析( ) 7. A. beyond B. about C. over D. in【答案】A【解析】大多数人不可能选择的社区服务符合自己的兴趣爱好。
( ) 8. A. careful B. proud C. tired D. aware【答案】D【解析】由上下文容易知道,意识到做某事为最佳答案。
( ) 9. A. possess B. apply C. include D. develop【答案】C【解析】由上下文容易知道,真正的生活技能包括include为最佳答案。
( ) 10. A. Gradually B. Finally C . Luckily D. Hopefully【答案】B【考点定位】由上下文容易知道,最后Finally为为正确答案。
( ) 11. A. through B. across C. of D. on【答案】A由上下文容易知道,在社区服务整个活动之中。
through副词辨析( ) 12. A. So B. Thus C. Since D. While【答案】D【解析】由上下文容易知道,在社区服务期间While( ) 13. A. deal with B. look into C. point out D. take down【答案】C【解析】point out指出deal with处理look into深入地检查,研究;调查take down写下;记下( ) 14. A. argue B. doubt C . overlook D. admit【答案】A【解析】由上下文容易知道,反对者argue争论为最佳答案。
( ) 15. A. much B. full C . less D. more【答案】C【解析】反对者认为，社区服务会耗费时间，学生学习课程的时间就会更少了。
( ) 16. A. cost B. pay C. care. D. praise【答案】B【解析】由常识知道，学生在社区服务是不付钱的。
( ) 17. A. contribute B. appeal C. attend D. belong【答案】A【解析】作者认为，社区最大的贡献在于学生可以学到新技能……其他不符合题意( ) 18. A. Therefore B. Otherwise C. Besides D. However【答案】D【解析】此处应该为转折，所以选However( ) 19. A. courage B. desire C. emotion D. spirit【答案】B【解析】学生有发自内心的帮助别人的要求desire为最佳答案。
( ) 20. A. decision B. purpose C. solution D. result【答案】C【解析】最佳的解决办法。
阅读理解。
In the more and more competitive service industry, it is no longer enough to promisecustome r satisfaction. Today, customer “delight” 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 loyalNew lunges 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 answeringcalls ,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, enc ourage 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 and that you can trust— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”Recommended ways of creating customer delight inc lude: under-promising and over-delivering (saying that a repair will be calmed out wit hin 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 rental 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 fames 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 marketingtool, 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 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 her e 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 slo gans such as "we do as we please”. On the other hand, the more custome rs are promised, the greater the risk of disappointment.( ) 1. We can learn from Paragraph 2that .A. complaining customers are hard to satisfyB. unsatisfied customers receive better serviceC. Satisfied customers catch more attentionD. well-treated customers promote business( ) 2. 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 attentionD. customers rely on their phones to obtain services( ) 3. What does the writer recommend to create delight?A. Calling customers regularlyB. Giving a “thank you” note.C. Delivering a quicker serviceD. Promising more gifts.( ) 4. 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.”( ) 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 staff( ) 6. 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】1—6、DCCABC阅读理解。
