云南省昆明市光華學校2021年高二英語測試題含解析

云南省昆明市光華學校2021年高二英語測試題含解析一、選擇題1.Onlyaftertheyhaddiscussedtheprojectforseveralhours_______adecision.A.theymade

B.didtheymake

C.theymake

D.dotheymake參考答案：B2.Thecoffeeiswonderful!Itdoesn’ttastelikeanythingI

before.A.washaving

B.have

C.haveeverhad

D.hadeverhad參考答案：C3.—Youcouldn’thavechosenanygiftbetterforme.

—______________.A.Oh,I’llbuyabetteroneforyounexttime.

B.Igaveyouagiftlastmonth,didn’tI?C.I’mgladyoulikeitsomuch.

D.Sorry,butdon’tblameme,dear.參考答案：C略4.Hewaseducatedatthelocalhighschool,_______hewentontoBeijingUniversity.A.afterwhich

B.afterthat

C.inwhich

D.inthat參考答案：A5.Icamehere

toseeyou.A.special

B.specially

C.especial

D.especially參考答案：B6.Recentlytheywere________theirfather'ssuddendeath.A．sufferedfrom

B．sufferingfromC．sufferedby

D．sufferingin參考答案：答案：B考查動詞的相關(guān)用法。常用固定短語sufferfrom表示“遭受，忍受……(之苦)”，注意suffer是不及物動詞，沒有被動語態(tài)，故根據(jù)句意和結(jié)構(gòu)可知答案選B項。句意：最近他們一直沉浸在父親突然離世的痛苦之中。7.TheFoundationtrilogywasoneofhismostfamousworks,whichwas______basedonthefalloftheRomanEmpire. A.vividly B.sharply C.loosely D.awfully參考答案：C8.SomepeoplewouldliketodoshoppingonSundayssincetheyexpecttopickupwonderful

inthemarket.A．bacon B．bargainsC．bakery D．barbecue參考答案：B【詳解】考查名詞詞義辨析。句意：有些人想在周日購物，因為他們希望在市場上買到便宜貨。A.bacon培根；B.bargains特價商品；C.bakery面包店；D.barbecue燒烤。如果要選具體的事物，A、B兩項都可以選，故排除；市場上一般不會買面包店，排除C項；B項符合句意，選B項。9.Thehouse_____onthenorthbankoftheriverwasbuiltin1955.A.stood

B.stands

C.tostand

D.standing參考答案：D10.Thewildflowerslookedlikeasoftorangeblanket______thedesert.A.covered

B.coveringC.tocover

D.cover參考答案：B【分析】考查非謂語動詞?！驹斀狻烤湟鉃橐盎ň拖袷情冱S色的毯子覆蓋著沙漠，毯子與覆蓋之間是主動關(guān)系，所以用現(xiàn)在分詞covering。故選B。11.The

road

is

_________

to

connect

the

village

with

the

city.

Construction

will

begin

next

month

and

will

be

finished

in

a

year.

A.

led

B.

repaired

C.

designed

D.

built參考答案：C12.–Whendidthemanagerdecidetoconstructthetheoryofmanagement?--Itwaslastmonth___________themanagementsystemsufferedfromadrawback.A.when

? B.that

C.which

? D.where參考答案：A試題分析：考查定語從句和強調(diào)句型。本句中when引導的定語從句修飾lastmonth，在第二句中后面省略了強調(diào)句型的后半句thathedecidedtoconstructthetheoryofmanagement。句意：—經(jīng)理什么時候決定修訂管理理論的？—是在上個月管理系統(tǒng)出現(xiàn)問題的時候，他才決定重新修訂管理理論的。故A正確?！久麕燑c睛】強調(diào)就是使句子的某一部分比一般情況下顯得更加重要。英語表達中，要強調(diào)句子的某一成分，一般可用強調(diào)句型“Itis(was)+that(who)+句子的其余部分”。It在句中無意義，只起引出被強調(diào)部分的作用。被強調(diào)的部分指人時，除可用that外，還可換用who（強調(diào)賓語指人時也可用whom）。使用強調(diào)句型時，應注意以下事項：1、去掉強調(diào)結(jié)構(gòu)Itis(was)…that(who)…后，剩下的詞仍能組成一個完整的句子。這是判斷是不是強調(diào)句型的關(guān)鍵。試比較：1.Itisstrangethathedidn’tcomeyesterday.2.ItisyouandTomthatdidn’tcomeyesterday.顯然，句1去掉Itis…that…后，句子結(jié)構(gòu)不完整，是主語從句；句2去掉Itis…that…后，句子變?yōu)閥ouandTomdidn’tcomeyesterday.仍是一個表意完整的句子，這是一個強調(diào)句。再如：1.Itiswhatyoudoratherthanwhatyousay____matters.

A.that

B.what

C.which

D.this答案A。這是一個強調(diào)主語的強調(diào)句型，去掉強調(diào)結(jié)構(gòu)，剩下的是Whatyoudoratherthanwhatyousaymatters.表意完整。2.Thatwasreallyasplendidevening.It’syears____Ienjoyedmyselfsomuch.A.when

B.that

C.before

D.since答案D。由強調(diào)句型的判斷方法可知，該句不是強調(diào)句型。It指時間，句意為：好幾年我沒有這么高興了。since的意思是“自從那個時候起”。2、如果強調(diào)時間、地點、原因或方式狀語時，不可用when,where,why或how，而仍用that。試比較：Itwasbecauseoftheaccidentwhyhewaslate.(誤),Itwasbecauseoftheaccidentthathewaslate.(正)。又如：1.Itwasnotuntilmidnight_____theyreachedthecampsite.A.that

B.when

C.while

D.as答案A。該題強干擾項是B，考生容易因強調(diào)時間狀語untilmidnight而誤選。2.Itwasafterhegotwhathehaddesired____herealizeditwasnotsoimportant.A.that

B.when

C.since

D.as答案A。該句強調(diào)時間狀語從句afterhegotwhathehaddesired，題干意思是“得到他所夢寐以求的東西后他才意識到一切都不那么重要”。不要誤選B。3、注意強調(diào)句型的否定句和疑問句形式，在這方面很容易因弄不清句子結(jié)構(gòu)而錯選。如:1.Ijustwonder____thatmakeshimsoexcited.A.whyitdoes

B.whathedoes

C.howitis

D.whatitis答案D。正常語序的強調(diào)句型容易看出，但要注意它的變體。如果把該題變換一下語序：itiswhatthatmakeshimsoexcited,不難看出這是強調(diào)句型的特殊疑問句形式，強調(diào)了疑問代詞what，因為wonder后賓語從句，故用了陳述語序。2.Itwasnotuntilshegothome____Jenniferrealizedshehadlostherkeys.A.when

B.that

C.where

D.before答案B。如果去掉強調(diào)結(jié)構(gòu)，該句是一個“not…until”句型：Jenniferdidn’trealizeshehadlostherkeysuntilshegothome.要強調(diào)時間狀語untilshegothome，這時要把主句中的否定詞not放在was之后。4、強調(diào)主語時，that或who后面的謂語動詞的形式仍然取決于原句中的主語；be的變化只有is和was兩種形式，如果要表示現(xiàn)在時將來時的其它各種形式時，就用Itis…,表達過去時的各種形式時，用Itwas….一般要與謂語動詞的時態(tài)一致。如：1.ItisIwho/thatamanEnglishteacher.2.Itistheboywho/thatspeaksEnglishbestintheclass.3.ItwasonSundaythathegaveGeorgethisticket.4.Itisthelittlegirlwho/thathasbrokentheglass.5、強調(diào)句中的時態(tài)。如果原句中謂語動詞使用的是現(xiàn)在范疇的時態(tài)(一般現(xiàn)在時、現(xiàn)在進行時、現(xiàn)在完成/現(xiàn)在完成進行時、一般將來時、將來進行時、將來完成時等)，用Itisthat。如果原句中謂語動詞為過去范疇的時態(tài)(一般過去時、過去進行時、過去完成時、過去將來時等)，則用Itwasthat。6、在復習中有可能把Itis/was…that句式都誤認為是強調(diào)句型的幾種情況：1）、把具有實際意義的指示代詞it后面接is/was…that誤認為是強調(diào)句式。---Wheredidyougettoknowher?

---Itwasonthefarm____weworked.A.that

B.there

C.which

D.where答案D。該句易誤作強調(diào)句型，所以A是強干擾項。這里whereweworked是定語從句，修飾thefarm。It指“與她相識”這件事。該題很容易受思維定勢的影響而拒絕選D，因為平日教學老師一再強調(diào)，用強調(diào)句型時即使強調(diào)地點狀語，也不能用where而用that。該句如果要用itwas…that強調(diào)句型的話，可改寫為“ItwasonthefarmwhereweworkedthatIgottoknowher.”2）、把it指時間、天氣、距離、環(huán)境等后接be的情形誤以為是強調(diào)句型。Itwastwentymilesfromourcitytothevillage____theaccidenthappened.A.that

B.when

C.then

D.where答案D。本題貌似Itwas…that強調(diào)句型，其實不然。句中It表示距離，where引導地點狀語從句。3）、把Itis/was…that結(jié)構(gòu)的主語從句誤認為是強調(diào)句型。1.TheForeignMinistersaid,“____ourhopethatthetwosideswillworktowardspeace.”A.Thisis

B.Thereis

C.Thatis

D.Itis答案D。如果選A和C，指示代詞This和That在句中找不出指代的內(nèi)容，選B意義不通。故選D。雖然選Itis后題干中出現(xiàn)了Itis…that結(jié)構(gòu)，但這不是強調(diào)句型。很明顯，題干中的that從句應是主語從句，所缺的是形式主語。7、強調(diào)句型Itis/was…that/who主要用來強調(diào)句子的主語、賓語、狀語或表語。如果要強調(diào)謂語動詞,應該用代動詞do及其變形does或did，這三種形式常用在謂語動詞之前，以加強語氣。它一般只能強調(diào)現(xiàn)在時與過去時。如：IdowishIcould.我真希望我能。Hedoeslookwell.他的確看起來氣色很好。Youdidgivemeafright.你真把我給嚇了一跳?？键c：考查定語從句和強調(diào)句型13.—TheLibyaissuecallsfortalks.

—Quiteright.IwouldrathertheUN________somethingimmediately.

A.woulddo

B.does

C.did

D.willdo參考答案：C略14.WhenIgraduatefromthisfamousuniversity,I’ll_______

whatIhavelearnedtoeverydaylife.A.use

B.apply

C.devote

D.stick參考答案：B略15..Itrainedhardforseveraldays.________,afloodoccurredinSouthChinathissummer.A.Constantly

B.Firmly

C.Consequently

D.Deliberately參考答案：C16.Shellyhadpreparedcarefullyforherbiologyexaminationsothatshecouldbesureofpassingitonherfirst_________.

Aintention

Battempt

Cpurpose

Ddesire參考答案：B17.Manyparentscomplainthatchildren

theTVhopelessly.

A.arebecomingaddictedwith

B.havebecomeaddictedto

C.havebecomeaddictedwith

D.haveaddictedto參考答案：B略18.Manyofus________theadvicegivenbyourparents,eventhoughweknowitisvaluable.A.haveaneyefor

B.putyourhandson

C.pokeyournoseinto

D.turnadeafearto參考答案：D19.Ihavebeenconvincedthattheprintmediaareusuallymore_____andmorereliablethantelevision.A.accurate

B.ridiculous

C.urgent

D.shallow參考答案：A二、完型填空20.Whenmyfriendsvolunteeredtohelpwithaserviceprojectinmytown,Ihadnoideawhatitwasabout.Iwasalways31tobeavolunteerandbecauseofthatIhadbeengreatlyhonored.I32myfriendsthinkingthatIwouldalsowinhonorthroughthevolunteerwork.

33,afterknowingthattherewouldn’tbeanykindofhonorandtheymightgathertohelp34onefamily’sgardenonSaturdaysformorethan10hours.Ifeltbored.WhenIarrivedatthehouse,Iwas35toseethatmanypeoplewerethere,workinghappilytomakethegardenmorebeautiful.Thehousewas36byanelderlylady,Mrs.Johnson,whowasverythankfulforourhelpandtriedtodoanythingto37us.Iwasgettingreadytoplantflowersinthegarden38Iheardthehouseowner,Johnson,said,“Honey,couldIhelpyouwithit?”Inoddedgratefullyandwe39

togetherforawhile.Duringthe40,Isatonastonetorestandlookedaround,seeingthevolunteerschatting41withtheirfacescoveredwithsweat.Iwasdeeply42andcried,feelingsorryforwhatIhad43abouthelpingbefore.Mrs.Johnsonsawmy44andasked.“AreyouOK?Iknowthereare45thingsyoucoulddoonaSaturday.”I46herthereasonswhyIhadcomeweretostaytogetherwithmy47andwinhonor.Afterwatchingallthesegenerousvolunteers,Ilearnedthateveryoneofthemwasreadyto48withoutthinkingwhattheycouldget.Icametorealizethatreceivingisn’t49buthelpingsomeoneoutisalwaysa50thing!31.A.serious B.afraid C.slow D.willing32.A.thanked B.remembered C.left D.joined33.A.Therefore B.However

C.Moreover D.Instead34.A.build B.remove C.improve D.repair35.A.surprised B.guilty C.eager D.delighted36.A.owned B.swept C.offered D.built37.A.praise B.follow C.encourage D.assist38.A.after B.when C.since D.until39.A.played B.discussed C.worked D.learned40.A.planting B.break C.gathering D.talk41.A.slowly B.excitedly C.bitterly D.tiredly42.A.attracted B.hurt C.knocked D.touched43.A.talked B.read C.thought D.complained44.A.tears B.smile C.sweat D.hands45.A.worse B.better C.harder D.easier46.A.told B.asked C.found D.reminded47.A.friends B.family C.s D.classmates48.A.rest B.donate C.help D.receive49.A.something B.anything C.nothing D.everything50.A.difficult B.great C.new D.rare參考答案：31~35DDBCA

36~40ADBCB

41~45BDCAB

46~50AACDB21.Ann'sneighborTracyfoundalostdogwanderingaroundthelocalhighschool.SheaskedAnnifshecouldkeepaneyeonit.Annsaidthatshecould___21___itonlyfortheday.Tracytookphotosofthe___22___andprintedoff400FOUNDfliers(傳單),andputtheminmailboxes.Meanwhile,Annboughtsomepet___23___inthedollarstorenearby,andwarnedhertwo___24___nottofallinlovewithit.Atthetime,Ann'ssonThomaswas10yearsold,andJack,whowas___25___fromaheartoperation,was21yearsold.FourdayslaterAnnwasstill___26___thedog,whomtheyhadstartedto___27___Riley.Whenshecamebackhomefromwork,thedog___28___itselfagainstthescreendoorandbarked___29___ather.Assoonassheopenedthedoor,Riley___30___intotheboys'roomwhereAnn___31___thatJackwassufferingaheartattack.RileyranovertoJack,andassoonasAnnbentoverto___32___him,thedogwent___33___"Ifithadn'tcometogetme,the___34___saidJackwouldhavedied,"Annreportedtoalocalnewspaper.Atthispoint,noonehadcalledto___35___thedog,soAnndecidedtokeepit.ThenextmorningTracygotacall.AmannamedPeterson___36___hisdogandcalledthe___37___ontheflier.Tracystarted___38___，andtoldhim,"Thatdog___39___myfriend'sson."PetersondrovetoAnn'shouseto___40___hisdog,andsawThomasandJackcryinginthewindow.AfterafewmomentsPetersonsaid,"MaybeOdiewassupposedtofmdyou,maybeyoushouldkeepit."21.A.accept B.control C.watch D.train22.A.dog B.neighbor C.school D.house23.A.books B.toys C.clothes D.supplies24.A.sons B.brothers C.daughters D.sisters25.A.escaping B.recovering C.resigning D.dying26.A.playingwith B.lookingafter C.thinkingof D.talkingabout27.A.call B.visit C.mean D.mention28.A.rested B.supported C.knocked D.threw29.A.angrily B.aimlessly C.madly D.weakly30.A.stared B.reached C.dashed D.followed31.A.believed B.found C.heard D.remembered32.A.wake B.calm C.carry D.help33.A.silent B.crazy C.sad D.angry34.A.reporter B.doctor C.writer D.owner35.A.retreat B.greet C.comfort D.claim36.A.appreciated B.missed C.recognized D.raised37.A.name B.number C.witness D.paper38.A.arguing B.cheering C.shouting D.crying39.A.saved B.trusted C.needed D.understood40.A.showoff B.giveup C.pickup D.seeoff參考答案：21.C

22.A

23.D

24.A

25.B

26.B

27.A

28.D

29.C

30.C

31.B

32.D

33.A

34.B

35.D

36.C

37.B

38.D

39.A

40.C這是一篇記敘文。記敘了一條丟失的狗被好心人撿回家，由朋友照顧，并救了朋友家兒子的感人故事?！?1題詳解】考查動詞詞義辨析。句意：Ann說她只能照看一天。A.accept接受；B.control控制；C.watch觀察；照看；D.train訓練。根據(jù)上文SheaskedAnnifshecouldkeepaneyeonit.可知她問安能不能幫她照看一下，可對應到C選項watch表示“照看”。故選C?！?2題詳解】考查名詞詞義辨析。句意：Tracy給這只狗拍了照片，打印了400張尋狗啟事，然后把它們放進了郵箱。A.dog狗；B.neighbor鄰居；C.school學校；D.house房子。根據(jù)上文Ann'sneighborTracyfoundalostdog可知是給狗拍照，故選A?！?3題詳解】考查名詞詞義辨析。句意：與此同時，Ann在附近的一元店買了一些寵物用品。A.books書；B.toys玩具；C.clothes衣服；D.supplies物資；供應品。根據(jù)下文inthedollarstore可知是在商店里買狗用的物品，故選D?！?4題詳解】考查名詞詞義辨析。句意：Ann警告她的兩個兒子不要喜歡上它。A.sons兒子；B.brothers兄弟；C.daughters女兒；D.sisters姐妹。根據(jù)下文Ann'ssonThomaswas10yearsold,andJack可知Ann有兩個兒子，故選A?！?5題詳解】考查動詞詞義辨析。句意：當時，Ann的兒子托馬斯10歲，杰克21歲，剛剛做完心臟手術(shù)。A.escaping逃跑；B.recovering恢復；C.resigning辭職；D.dying死亡。根據(jù)下文fromaheartoperation可知是從心臟手術(shù)中恢復，短語recoverfrom“恢復；痊愈”，故選B?！?6題詳解】考查動詞短語辨析。句意：四天后，Ann還在照看那只狗。A.playingwith玩耍；B.lookingafter照顧；C.thinkingof想起；D.talkingabout談論。根據(jù)上文still可知四天后Ann還在照看狗。故選B?！?7題詳解】考查動詞詞義辨析。句意：他們已經(jīng)開始叫它Riley了。A.call稱呼；B.visit拜訪；C.mean意味著；D.mention提及。根據(jù)語境可知他們開始稱呼這只狗Riley，故選A。【28題詳解】考查動詞詞義辨析。句意：當她下班回家時，那只狗撲倒在紗門上。A.rested休息；B.supported支持；C.knocked敲；D.threw扔。短語throwoneself“投身于；撲向”故選D。【29題詳解】考查副詞詞義辨析。句意：Riley對她狂吠。A.angrily生氣地；B.aimlessly漫無目的地；C.madly瘋狂地；D.weakly虛弱地。根據(jù)下文可知Riley察覺到了Jack有危險，因此狂吠發(fā)出警告。故選C?！?0題詳解】考查動詞詞義辨析。句意：她一打開門，Riley就沖進男孩們的房間A.stared盯著；B.reached到達；C.dashed猛沖；D.followed跟隨。短語dashinto“沖進；沖入”，故選C。【31題詳解】考查動詞詞義辨析。句意：Ann發(fā)現(xiàn)Jack心臟病發(fā)作了。A.believed相信；B.found發(fā)現(xiàn)；C.heard聽見；D.remembered記得。Ann是在男孩們的房間里發(fā)現(xiàn)了Jack心臟病發(fā)作了。故選B?！?2題詳解】考查動詞詞義辨析。句意：Ann彎腰幫助他。A.wake醒來；B.calm使平靜；C.carry搬運；D.help幫助。Jack心臟病發(fā)作，因此Ann彎腰是為了幫助他。故選D?！?3題詳解】考查形容詞詞義辨析。句意：Ann一彎下腰去幫助他，狗就安靜下來了。A.silent沉默的；B.crazy瘋狂的；C.sad悲傷的；D.angry生氣的。Riley實現(xiàn)了自己想要幫助Jack的目的，因此安靜下來了。故選A?！?4題詳解】考查名詞詞義辨析。句意：要不是它來門口接我，醫(yī)生說Jack早就死了。A.reporter記者；B.doctor醫(yī)生；C.writer作家；D.owner所有者。心臟病發(fā)作應是去找醫(yī)生，醫(yī)生對這一情況所說的話，故選B?！?5題詳解】考查動詞詞義辨析。句意：這時，還沒有人來認領(lǐng)這條狗，所以安決定留著它。A.retreat撤退；B.greet打招呼；C.comfort安慰；D.claim宣稱；認領(lǐng)。根據(jù)上文noonehadcalledto可知還是沒有人來認領(lǐng)Riley，故選D。【36題詳解】考查動詞詞義辨析。句意：一個叫Peterson的人認出了他的狗。A.appreciated欣賞；B.missed錯過；思念；C.recognized認出；D.raised上升。根據(jù)句意可知選C?！?7題詳解】考查名詞詞義辨析。句意：撥打了傳單上的號碼。A.name名字；B.number數(shù)字；電話號碼；C.witness證人；目擊者；D.paper紙。根據(jù)上文Tracytookphotosofthedogandprintedoff400FOUNDfliers,andputtheminmailboxes.可知Tracy打印了傳單，因此男人是撥打了傳單上的電話號碼找到他們的。故選B?！?8題詳解】考查動詞詞義辨析。句意：Tracy開始哭泣。A.arguing爭吵；B.cheering歡呼；C.shouting呼喊；D.crying哭泣。因為Riley救了Tracy朋友的兒子，因此Tracy不舍得狗被帶走，因此哭泣。故選D?！?9題詳解】考查動詞詞義辨析。句意：那條狗救了我朋友的兒子。A.saved拯救；B.trusted相信；C.needed需要；D.understood理解。根據(jù)上文Ifithadn'tcometogetme,thedoctorsaidJackwouldhavedied可知Riley救了Jack，故選A。【40題詳解】考查動詞短語辨析。句意：Peterson開車去Ann家接他的狗，看見Thomas和Jack在窗戶里哭。A.showoff炫耀；B.giveup放棄；C.pickup撿起；接；D.seeoff送行；送別。Peterson開車去Ann家是為了接回自己的狗。故選C。三、閱讀理解22.閱讀理解Inthemoreandmorecompetitiveserviceindustry,itisnolongerenoughtopromisecustomersatisfaction.Today,customer“delight”iswhatcompaniesaretryingtoachieveinordertokeepandincreasemarketshare.Itisacceptedinthemarketingindustry,andconfirmedbyanumberofresearches,thatcustomersreceivinggoodservicewillpromotebusinessbytellingupto12otherpeople;thosetreatedbadlywilltelltheirtalesofwoetoupto20people.Interestingly,80percentofpeoplewhofeeltheircomplaintsarehandledfairlywillstayloyal.NewchallengesforcustomercarehavecomewhenpeoplecanobtaingoodsandservicesthroughtelephonecallcentersandtheInternet.Forexample,manycompaniesnowhavetoinvest(投資)alotofmoneyininformationtechnologyandstafftraininginordertocopewiththe“phonerage”—causedbydelaysinansweringcalls,beingcutoffinmid-conversationorleftwaitingforlongperiods.“Manypeopledonotliketalkingtomachines,”saysDr.Storey,SeniorLecturerinMarketingatCityUniversityBusinessSchool.“Banks,forexample,encouragestaffatcallcenterstousecustomerdatatoestablishinstantandgoodrelationshipwiththem.Theaimistomakethecustomerfeeltheyknowyouandthatyoucantrustthem—thesortofcomfortablefeelingspeoplehaveduringface-to-facechatswiththeirlocalbranchmanager.”Recommendedwaysofcreatingcustomerdelightinclude:under-promisingandover-delivering(sayingthatarepairwillbecarriedoutwithinfivehours,butgettingitdonewithintwo);replacingafaultyproductimmediately;throwinginagiftvoucher(購物禮券)asanunexpected“thankyou”toregularcustomers;andalwaysreturningcalls,evenwhentheyarecomplaints.Aimingforcustomerdelightisallverywell,butifservicesdonotreachthehighlevelpromised,disappointmentorworsewillbetheresult.Thiscanbeeasedbyofferinganapologyandanexplanationofwhytheservicedidnotmeetusualstandardswithempathy(forexample,“Iknowhowyoumustfeel”),andpossiblesolutions(replacement,compensationorwhateverfairnesssuggestsbestmeetsthecase).Airlinesfacesomeofthetoughestchallengesovercustomercare.Fiercecompetitionhasconvincedthemthatdelightingpassengersisanimportantmarketingtool,whilethereisgreatpotentialforcustomerangeroverdelayscausedbyweather,unclaimedluggageandtechnicalproblems.ForBritishAirwaysstaff,awinningtelephonestyleisconsideredvitalinhandlingthelargevolumeofcallsaboutbookingsandflighttimes.Theyaretrainedtoanswerquickly,withtheirname,jobtitleanda“weareheretohelp”attitude.Thecompanyhasinvestedheavilyininformationtechnologytomakesurethatinfomationisavailableinstantlyonscreen.BritishAirwaysalsosaysitscustomercarepoliciesareappliedwithinthecompanyandstaffaretaughttoregardeachotherascustomersrequiringthehigheststandardsofservice.Customercareisobviouslyheretostayanditwouldbeafoolishcompanythatusedsloganssuchas“wedoasweplease”.Ontheotherhand,themorecustomersarepromised,thegreatertheriskofdisappointment.1.WecanlearnfromParagraph2that.

A.complainingcustomersarehardtosatisfyB.unsatisfiedcustomersreceivebetterserviceC.satisfiedcustomerscatchmoreattentionD.well-treatedcustomerspromotebusiness2.Thewritermentions“phonerage”(Paragraph3)toshowthat.

A.customersoftenusephonestoexpresstheirangerB.peoplestillprefertobuygoodsonlineC.customercarebecomesmoredemandingD.customersrelyontheirphonestoobtainservices3.Whatdoesthewriterrecommendtocreatecustomerdelight?A.Callingcustomersregularly.B.Givinga“thankyou”note.C.Deliveringaquickerservice.D.Promisingmoregifts.4.Ifamanagershouldshowhisempathy(inParagraph6),whatwouldheprobablysay?A.“Iknowhowupsetyoumustbe.”B.“Iappreciateyourunderstanding.”C.“I’msorryforthedelay.”D.“Iknowit’sourfault.”5.Customerdelightisimportantforairlinesbecause.

A.theirtelephonestyleremainsunchangedB.theyaremorelikelytomeetwithcomplaintsC.theservicescostthemalotofmoneyD.thepoliciescanbeappliedtotheirstaff

參考答案：DCCAB解析：1.推理判斷題。本段提出調(diào)查了三類人:接受到好的服務的人,遭到不公平待遇的人和有抱怨卻仍然忠誠的人。第一種人能夠促進生意,第二種人會影響生意,第三種人的報怨得到公正處理后還是忠誠的。因此選D項。2.細節(jié)理解題。該段的第一句即是主題句,指出當人們通過電話和網(wǎng)絡接受商品和服務時,對顧客的關(guān)心也就成了新的挑戰(zhàn)。C項與本句意思相同。3.細節(jié)理解題。綜合第五段的內(nèi)容可知C項正確。4.推理判斷題。第六段指出如果服務達不到顧客的需要,顧客就會產(chǎn)生失落感,而彌補的做法就是道歉或解釋服務沒有達到標準的原因以及說明解決辦法,當然要用和顧客同感的心理來解釋。后面舉的例子“Iknowhowyoumustfeel”也是重要提示。故選A項。5.推理判斷題。從第七段開始提出了在航空公司內(nèi)取悅顧客的必要性和做法。因此,航空公司乘客生氣的可能性更大,他們更容易遇到乘客的抱怨。

23.Howmanythingscanyouseeinthenightsky?Alot!OnaclearnightyoumightseetheMoon,someplanets,andthousandsofsparklingstars.Youcanseeevenmorewithatelescope.Andwithbiggerandbiggertelescopesyoucanseemoreandmoreobjectsinthesky.Andyoucanseethoseobjectsinmoreandmoredetail.Butscientistsbelievetherearesomethingsintheskythatwewillneversee.Wewon'tseethemwiththebiggesttelescopeintheworld,ontheclearestnightoftheyear.That'sbecausethey'reinvisible.They'rethemysteriousdeadstarscalledblackholes.Youmightfindithardtoimaginethatstarsdie.Afterall,ourSunisastar