高三英语总复习测试卷四

必修二Units 3～5质量过关检测本卷分第Ⅰ卷(选择题)和第Ⅱ卷(非选择题)两部分。

共150分。

时间：120分钟。

第Ⅰ卷(选择题共115分)第一部分：听力(共两节，满分30分)略第二部分：基础知识运用(共两节，满分45分)第一节：单项填空(共15小题；每小题1分，满分15分)从A、B、C、D四个选项中，选出可以填入空白处的最佳选项。

21．Unable to work at a steady job________a terminal illness, he decided to volunteer at the local children center.A. at the cost ofB. as a result ofC. in case ofD. at the risk of答案：B考查短语。

句意：因为疾病不能找到稳定的工作，他决定在当地儿童中心做志愿者工作。

as a result of“因为，由于”；at the cost of“以……为代价”；in case of“以防，万一”；at the risk of“冒……危险；以……为赌注”。

22．Is it a wonder that________little cells can store________much energy?A. so; soB. so; suchC. such; suchD. such; so答案：D考查so与such辨析。

little表示“小”时，用such修饰；little表示“数得少”时，用so修饰。

句意：这么小的细胞能储存这么多的能量，难道不是奇迹吗？第一空little 是“小”的意思，因此用such；第二空so much/many/few/little(少)是固定表达。

23．—I'm really fed up with my Senior 3 life. There are too many exercises every day.—But you________fail if you don't work harder.A. mustB. wouldC. shallD. need答案：C考查情态动词。

Unit 4 Pygmalion一、单句语法填空1．The doctor said that the patient might be ________(comfort) after her operation.2．Once I decide what to do，I will go after it without any ________(hesitate).3．(2018年新课标Ⅰ卷·语法填空)While running regularly can't make you live forever, the review says it is more ________(effect) at lengthening life than walking, cycling or swimming.4．The books in the library are________ (classify) according to different subjects.5．(2019年新课标Ⅲ卷·阅读理解B)“Chi na is impossible to ________(overlook)，〞says Hill.6．A local newspaper ________(remark) that car accidents were on the decrease due to the forceful law.7．(2019年新课标Ⅱ卷·阅读理解A)There was a bit of me that didn't want to love this when everyone else on the planet did, but the horror story is ________(brilliance).8．What they have done is good for the environment ________ the long term.9．The school makes it clear that essays from online should not be passed off ________ being written by the students.10．Sometimes the couples should make compromises ________ each other in order to live harmoniously.二、单句改错1．(2019年某某卷·单项填空)A dog's eating habit requires regular training before it is proper established.________________________________________________________________________2．We should improve our teaching methods, by which we can make ourselves understood better.________________________________________________________________________3．(2018年某某卷·阅读理解C)Future 3D food printers could make processed food health.________________________________________________________________________4．It is said that the wool produced in Australia is high quality.________________________________________________________________________5．The press conference holding yesterday drew people's general attention to the event.________________________________________________________________________6．Distinguishing for its diligence and courage，the Chinese Nation has attracted much attention from the world.________________________________________________________________________7．In term of education，I first thank all my teachers who have devoted themselves to their profession.________________________________________________________________________8．(2019年新课标Ⅲ卷·阅读理解A)Lin­Manuel Miranda wro te this musical about Alexander Hamilton, which the birth of America is presented as an immigrant story.________________________________________________________________________9．(2019年某某卷·阅读理解D)I'm talking about people who have stopped learning on growing because they have adopting the fixed attitudes and opinions that all too often come with passing years.________________________________________________________________________10．It suddenly struck to me that we ought to make a new plan.________________________________________________________________________三、完形填空(2018年浙江省杭州市高考二模)I was eighteen years old and I was the golden girl.I was president of the college drama society, a member of the student senate and so on.I was the __1__ of all my friends and I was in a state of __2__.The old Greek tragedies __3__ us that when pride rises, punishment falls.My universe __4__ with great suddenness.The scenery(舞台布景道具) fell on my head and I was left almost __5__ for the next four months.My memory was in a mess and within a few months all my __6__ were taken away.I was even told that I would have to leave the college at the end of the spring term __7__， clearly, I couldn't do academic work.〞Sadly, I took one last __8__ by Dr.Jacob Taubes.He was the most brilliant teacher I had ever __9__ and in his class, I began to raise a tentative __10__ and ask an occasional question.He would answer with great intensity, and soon I found myself asking __11__ questions constantly.One day I was walking to the bus when I heard Dr.Taubes __12__ me, “Miss Houston, let me walk with you.You know, you have a most __13__ mind.〞“Me? I have a mind？〞“Yes, of course.〞 Then he asked my understanding of some problems discussed in the classes.From that day on, Dr.Taubes continued to __14__ me to the bus, always __15__ me with intellectually vigorous questions.Within several weeks my eyesight came back and my spirit __16__.What I acquired from this experience was a __17__ sense of life.I remained deeply __18__ for the attention Dr.Taubes had shown.He __19__ me when I most needed it.I swore then that I would try to __20__ and acknowledge the unlucky person as I had been acknowledged.1．A.star B．envyC．center D．hero2．A.danger B．messC．pride D．panic3．rm B．warn C．guarantee D．explain4．A.cut off B．turned down C．got though D．broke down 5．A.blind B．deafC．dumb D．hurt6．A.offices B．memories C．senses D．emotions7．A.until B．afterC．when D．since8．A.exam B．chanceC．lecture D．course9．A.attached B．contributed C．experienced D．longed 10．A.head B．handC．arm D．voice11．A.extra B．fewer C．additional D．more12．A.addressing B．reminding C．asking D．shouting13．A plex B．considerate C．interesting D．disappointed14．A.walk B．followC．lead D．invite15．A.treating B．challengingC．entertaining D．accompanying16．A.sank B．developedC．bloomed D．inspired17．A.tragic B．comicC．opposite D．magic18．A.encouraged B．gratefulC．satisfied D．guilty19．A.admitted B．permittedC．respected D．acknowledged20．A.send B．reserveC．reach D．sacrifice四、语法填空(2019年广东省佛山市教学质量检测一模)During the teenage years, many young people can at times be difficult to talk to.They often seem 1.________(dislike) being questioned.They may be2.________(willing) to talk about their work in school.This is a normal3.________(develop) at this age, though it can be very hard for parents to understand.It is part of4.________(become) independent.They try to be adult while they are still growing up.Young people are usually more willing to talk if they believe that questions5.________(ask) out of real interest and not because people are trying to check up on them.Parents should do their best to talk to their sons and daughters 6.________ their schoolwork and future plan 7.________ should not push them to talk if they don't want to.As they try to be adult, 8.________ (teenager) may experiment with drugs, alcoholor smoking, so parents should 9.________(careful) watch for any sign of unusual behavior 10.________ may be connected with these and get help if necessary.五、七选五型阅读理解(2018年四川省成都市高中毕业班摸底测试)Travelling alone gives you the freedom to create your own schedule and do as you please.__1__ For example, a travel partner can provide practical support and share in the rewards of first­hand experience with unfamiliar locations and cultures.Here are several tips to find a travel partner who will improve your journey.__2__ Travelling should be fun.When you are on a trip, you will want to do lots of activities that you enjoy.Preferably, your companion will want to do the same things as you.Discuss financial plans.Before you travel, you should plan a budget.__3__ You don't want to be planning an expensive getaway when your friend is looking for budget travel.Have an honest conversation.If you are thinking about travelling with a companion, take some time to have an open discussion.Schedule a time to sit down and talk.Try saying，“I know we've talked about the idea of travelling through Europe together.Let's have a coffee this week and actually talk that through.〞 __4__ You should also talk about your travel style.Find someone who is flexible.Choose a travel partner who can adjust.__5__ Maybe it will rain on the day when you planned to visit the Grand Canyon.Or you might not be able to get reservations at that French restaurant you've been dying to try.A．Look for someone with common interests.B．You should discuss your goals for the trip.C．Travel with a friend who is pretty easy­going.D．But travelling with a partner has its benefits，too.E．Make sure that you are on the same page concerning money.F．Try to meet your new travel partner in person before your trip.G．No matter how carefully you plan your trip, it is likely that something will go wrong.Unit 4 Pygmalion能力检测一、1.uncomfortable 2.hesitation 3.effective4．classified 5.overlook 6.remarked 7.brilliant8．in 9.as 10.with二、1.proper→properly 2.by→with3．health→healthier 4.high前加of5．holding→held 6.Distinguishing→Distinguished7．term→terms 8.which前加in9．adopting→adopted10．去掉第一个to或struck→occurred三、本文是一篇记叙文。

综合能力测试四时间：120分钟满分：150分第一部分：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)请听下面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．How many shirts does the man have?A．5.B．6.C．7.2．What does the man think of flying?A．It is one of the safest ways.B．It is one of the easiest ways.C．It is one of the quickest ways.3．What is the man looking for?A．His term paper. B．A web site. C．A job.4．How will the man probably get to the Children's Hospital?A．By car. B．By taxi. C．By bus.5．What does the woman ask the man to do?A．Leave for the post office right now.B．Buy some stamps for her.C．Post some letters for her.第二节：(共15小题；每小题1.5分，满分22.5分)请听下面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，每小题将给出5秒钟的作答时间。

每段对话或独白读两遍。

请听第6段材料，回答第6至7题。

6．Where does this conversation take place?A．At an airport.B．At a seaport.C．At a railway station.7．How soon will the man get on board?A．In about 10 minutes.B．In about 20 minutes.C．In about 30 minutes.请听第7段材料，回答第8至10题。

Ⅰ.单项填空1.Eric didn’t feel at ________ ease in the party，because he was afraid of losing ________ face. A．the；a B．an；不填C．an；the D．不填；不填解析：选D。

at ease(舒适、快活、自由自在)和lose face(丢脸)都是固定搭配，名词前均不加冠词。

2.Everyone admires him ________ his progress ________ study.A．不填；for B．不填；inC．for；for D．for；in解析：选D。

句意：每个人都佩服他在学习上的进步。

admire sb.for sth. in... “佩服某人在某方面的……”。

3.Would it be ________ for you to pick me up at four o’clock and take me to the airport? A．free B．vacantC．handy D．convenient解析：选D。

句意：你四点钟来接我并带我去机场方便吗？convenient意为“方便的，便利的”，常用于“It is convenient for sb. to do sth.”结构中。

free空闲的；vacant地方空着的，职位空缺的；handy手边的，附近的。

4.________ in the regulations that you should not tell other people the password of your e mail account.A．What is required B．What requiresC．It is required D．It requires解析：选C。

考查It is＋过去分词＋that...从句。

其中it为形式主语，真正的主语为后面的that 从句。

2013-2014学年度下学期高三二轮复习英语验收试题（4）【新课标】第一部分：听力测试（共两节，满分30分）第一节（共5小题；每题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 does the man suggest the woman do about the report?A. Get it published.B. Make some changes.C. Finish reading it.2. Where will the speakers probably go?A. To the Grand Cinema.B. To the Pin Street Cinema.C. To the Green Street Cinema.3. What does the man mean?A. The watch needs repairing.B. The woman should buy a new watch.C. The watch isn’t worth repairing.4. What is the probable relationship between the speakers?A. Driver and passenger.B. Policewoman and driver.C. Policewoman and passenger.5. What are the speakers mainly talking about?A. A birthday party.B. The weather.C. A wedding.第二节（共15小题；每题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。

专题训练卷(四) 高中新课标总复习(第二轮)·英语专题训练卷(四)(1)(6 min.)(原创)Many women do not like strength training because 1. __________ fear that lifting weights will make them look manly and make their muscles large. This couldn't be further than the truth. Women physically cannot build up 2. __________ much muscle as men can. 3. __________ myth that keeps women from strength training properly is 4. __________， if women do lift weights, they should be light weights and they shouldn't train very 5. __________. This is also untrue. Finally, many women believe that, if they start strength training, see some results, 6. __________ then stop, the muscle they have built up will turn to fat. That is physically impossible. Of course, if you stop a weight training routine, you will probably see 7. __________ drop in muscle quality. This is only natural. 8. __________ you don't use the muscles, you lose them, but they are not turning into fat.(2)(6 min.)(2012·雅礼月考四)For many Englishmen there can never be any discussion 1. __________ to who is the world's greatest dramatist. Only one name can possibly suggest itself to(浮现在心头) him: 2. __________ of William Shakespeare. Every Englishman has some knowledge, 3. __________ slight, of the works of our greatest writer. All of us use words, phrases and quotations(引语) from Shakespeare's writings that have become part of the common property of English­speaking people. Most of 4. __________ time we are probably unaware 5. __________ the source of the words we use.Shakespeare, more perhaps than any 6. __________ writers, made full use of the great resource of the English language. There is probably no better way for a foreigner(or an Englishman) to appreciate the richness and variety of the English language 7. __________ by studying the various ways in 8. __________ Shakespeare used it.(3)(6 min.)(原创)Are you a smart kid who is having a little trouble in high school? Not to fear! Using good study habits can help you make 1. __________ through this tough time and on to college.You'll never be able to learn anything if your desk is 2. __________ of nothing but a pile of waste paper! Take 3. __________ hour a week to clean your desk. Throw away unneeded papers and notebooks. No 4. __________ students learn the same way, 5. __________ what may work for one student will actually be detrimental to another. The same goes for studying. 6. __________ students learn better with flash cards, others 7. __________ rewriting material or taking practice tests. Experiment with different methods 8. __________ you find one that works for you best. Remember, anyone is capable of success!(4)(6 min.)(2012·雅礼月考三)The one last piece of advice, though, that I would have thathas been useful for me is the people who I admire the most and are most successful, they're not 1. __________ thinking only about themselves but they're also thinking about something larger than 2. __________. That the people who really make their marks on the world is because they have 3. __________ bigger ambition. They say, 4. __________ can I help feed hungry people? Or, how can I help to teach children who don't have an education? Or, how can I bring 5. __________ peaceful resolution of conflicts? Those are the people I think 6. __________ end up making such a big difference in the world, 7. __________ I'm sure that young people like you are going to be able to make that kind of difference 8. __________ long as you keep working the way you've been working.(5)(6 min.)(原创)If you want to spend more time with your children, there are actually a lot of learning activities that you 1. __________ choose from.Reading stories with your children is 2. __________ really fun way. Doing this will create the idea that you value reading as a learning activity. Choose good reading materials 3. __________ will let them learn something 4. __________ having fun. Choose books with vivid colors and great pictures to get the attention of your child.Riddles are really fun. Try to take turns in asking riddles with your child to develop 5. __________ critical thinking and imagination. You will be surprised with how far their imagination can go just to come 6. __________ with the right answer.Songs are considered to be 7. __________ the most effective teaching tools for children. Kids remember things 8. __________ if they are linked to a song.(6)(6 min.)(原创)Parents who were fortunate enough to have a good summer camp experience themselves realize that there is 1. __________ better than to attend a good camp. Camp is a safe environment for children, which helps 2. __________ prepare for adulthood. Trained, caring adult role models help children feel loved, capable and included. The summer camp experience can lay a foundation that will serve well 3. __________ adulthood.There are over 10, 000 camps in this country, so there 4. __________ be one for every child. The cost is sometimes a problem for families, but 5. __________ they look at this as an important part of the growing up process, most families can find the means. In the 6. __________ run, a good camp experience is going to be much more beneficial than that new 54­inc h television. This is 7. __________ investment in your child's future and one 8. __________ will be remembered long.(7)(6 min.)I was very excited but also a little nervous on my first day at work. I had to report to the Human Resources Department first thing in the morning 1. __________ that they could introduce me to my colleagues. Everyone was very nice and welcomed me to the company, and my boss took me to the canteen for lunch. I 2. __________ met the General Manager. I really enjoyed my first day, but I did not do much work! The 3. __________ day was very different. Even though I was 4. __________ a management trainee, I still had a lot of responsibility, and there was so much to learn. The work was quite interesting, but there was a lot of 5. __________. In fact, therewas so much work that I had to work overtime to complete it. I felt like I was facing mountains 6. __________ paperwork. I have to learn what each department does so that I can understand 7. __________ the company works. For example, I spent one day in the Finance Department, 8. __________ the accountants take care the company's money …(8)(6 min.)Everyone needs friendship. No one can sail the ocean of life single­handedly. We need help 1. __________， and also give help to, others. In the modern age, people attach 2. __________ importance to relations and connections than we used to. A man of charisma has many friends. His power lies in his ability to give.3. __________ life is full of strife and conflict, we need friends to support and help us out of difficulties. Our friends give us warnings against danger. True friends share not only joy4. __________， more often than not, sorrow. With friendship, life is happy and harmonious.5. __________ friendship, life is sad and unfortunate. I have friends ranging from the rank and file to rich and in power. To many of my friends, I know what to treasure,6. __________ to tolerate and what to share. I will never forget my old friends7. __________ keep making new friends.I will not be cold and indifferent (不关心的) to 8. __________ poor friends and will show concern for them, even if it is only a comforting word.The term, friend, covers a wide range of meanings. It can be a nodding acquaintance, a partner, a playmate, a brother, etc.(9)(6 min.)The people o f La Gomera can carry on long­distance conversation 1. __________ whistling. For ordinary conversation they speak Spanish. 2. __________ when they need to speak over a distance, and ordinary speech is impossible, they used silbo, 3. __________ is the name of whistled form of speech.La Gomera is very mountainous. Because of the island's small size, walking from one place to another may be slow and difficult. That is 4. __________ the silbo is useful to the islanders there. 5. __________ message can easily be whistled over a couple of miles, while to travel the same distance on foot might take an hour.A good whistler can be heard and understood five miles 6. __________. His whistling can be heard even farther away when there is little or 7. __________ wind.I was informed that the record is nine miles. 8. __________ who has heard a first­class whistler will agree that this figure is quite possible.(10)(6 min.)A teacher was asking a student a lot of questions, but the student couldn't answer any of them. The teacher then decided to ask 1.__________ some very easy questions so that he could get a few right.“2.__________ was California？” she said.The student thought 3.__________ some time and then answered, “A city？”“No, it was a state，” the te acher said. She was getting a little angry now, but she was trying 4.__________ to show it. Then she asked, “Who was the 5.__________ president of the United States？”The student thought for a long time, 6.__________ didn't say anything. Then the teacher got very angry and shouted, “George Washington！”The student got up and began to walk 7.__________ his seat.“Come back！” the teacher said, “I didn't tell you to go.”“Oh, I'm sorry，” the student said. “I thought you called 8.__________ next student.”(11)(6 min.)Why must we pay taxes? The answer is that the government needs money for many things, and 1. __________ the people of the country can supply the money. One of the most important taxes is income tax which a person pays according to the amount of his income, 2. __________ he is a merchant, a shopkeeper, a miner, or anything else. This is called a “direct” tax, because it is paid in money directly 3. __________ the government. 4. __________ tax is paid on goods like watches, jewellery, new clothes and tobacco when they are brought into a country. We call it “indirect” tax.People complain about having to pay taxes, 5. __________ they forget that the money is spent on things that they and 6. __________ families need. We need policemen to catch thieves, to see that men obey the laws, to direct traffic, etc., and they must be paid 7. __________ they earn; children need education and there must be schools and teachers. Above all, the country must always be ready to defend itself against attacking enemies, and we cannot have 8. __________ army without paying for it.Taxes, therefore, cannot be avoided.(12)(6 min.)Why are Americans getting fatter?New research announced Monday found that 1. __________ human stem cells were exposed to a common virus, they turned into fat cells. They didn't just change, they stored fat, 2. __________.While this may be reasonable for putting on weight, it doesn't explain 3. __________ or even most to America's growing obesity problem. But it adds to other recent evidence that blames huge waistlines on 4. __________ than just super­sized appetites and underused muscles.For several years, researchers have looked at a possible link between obesity and this common virus from a family of viruses that cause colds and pinkeye 5. __________ people. They had already found that 6. __________ higher percentage of fat people had been infected with the virus 7. __________ nonfat people. They had exposed animals to the virus and got 8. __________ to fatten up and even found a gene in the virus that caused animals to get fat.专专题训练卷(四)(1)1．they 考查人称代词。

昆明一中2021届高三联考第四期英语参考答案及解析本套试题预设难度：0.60知识范围/能力要求：高考考纲和近三年全国课标卷试卷特点：本试题为全原创题第一部分：听力（满分30分）1-5BABAA6-10CBBAB11-15ACBCC16-20BACBC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)21~25BCADB26~30DDBCD31~35ADBBA第二节（共5小题；每小题2分，满分10分）36~40CEBAD第三部分：英语知识运用第一节：完形填空（共20小题：每小题 1.5分，满分30分）41-45ACDBA46-50CDBAC51-55DBACA55-60DBDBC第二节（共10小题；每小题 1.5分，满分15分）61.themselves62.have been ing64.protective65.whose 66.to be seen/seen67.However68.an69.recently70.whether 第四部分：写作（共两节，满分35分）第一节：短文改错（共10小题：每小题1分，满分10分）In recent years,more and more cities in China have began to build subways,of that the developmentbegun which contributes to reducing the cities’traffic jams as well as the air pollution.Subways present numorousadvantages,such as being safety,speedy and pared with the past,it becomes even more safeconvenient to go by subway in China.Simply use a card or smartphone,passenger can take subways inusing passengerssome urban areas.Which is spoken highly of is that a great many of local senior citizens can take them freeWhatof charge.In our hometown,there exists3subway lines.Subway Line4is built now will be completedexist beingin2021.第二节：书面表达（满分25分）Last week,the Winter Sports Meeting,organized by our school,was held in our school’s track and field ground, lasting three days.It enjoyed a huge success.In the grand opening ceremony,every class dressing up paraded through the platform,featuring its favourite theme.In the next event competition,athletes did what they could to fight for the glory of their own class,while others cheered for players in full cry.What’s worth mentioning was the club performances in the evening,where students showed their brilliant talent and gift,displaying the charm of contemporary school students.It was through the activity that we strengthen our sense of unity and improved our fitness.In a word,we benefited a lot from it.【答案解析】第二部分阅读理解第一节A语篇导读】应用文。

冠夺市安全阳光实验学校广东高明县2017高考英语九月阅读理解课外自练阅读理解。

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 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()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 inmid-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 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 include:under-promising and over-delivering (saying that a repair will be calmed 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 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 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 handling the large volume of calls about bookings and flighttimes. 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 business( ) 2. The writer mentions “phone rage”(Paragraph 3) to showthat .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 y our 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。