High-quality customer service is preached（宣扬）by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞满了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(业余兼职的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
1.Why are store managers often the last to hear complaints?
A. Most shoppers won’t complain even if they have had unhappy experiences.
B. It is difficult for customers to have easy access to store mangers.
C. Few customers believe the service will be improved after their complaints.
D. Shoppers would rather tell their unhappy experiences to people around them.
2.What does Paula Courtney imply by saying the underlined sentence in paragraph 2?
A. The same products can be bought in other retail stores.
B. It is not likely the shopper can find the same products in other stores.
C. New customers are sure to replace old ones.
D. Not complaining to the manager causes the shopper some trouble too.
3.What contributes most to smoothing over issues with customers?
A. Hiring of efficient employees.
B. Manners of the salespeople.
C. Huge supply of goods for sale.
D. Design of the store display.
4.To achieve better shopping experiences, customers are advised to ______.
A. voice their dissatisfaction to store managers directly
B. settle their disagreements with stores in a friendly way
C. put pressure on stores to improve their service
D. shop around and make comparisons between stores
Nobody Benefits
NEW YORK—America has been experiencing the longest economic increase in its history．Incomes have risen, unemployment has fallen, and cities such as New York are bursting with new office buildings．
But just a short walk from Manhattan's skyscrapers, George Brown sits on the side-walk, cooking a lunch of rice and bits of fish over a can of cooking fuel．
Brown is homeless — one of the 2.3 million people in the US who end up on the street．
During the day, Brown collects aluminium cans and sells them for five cents a piece．At night, he sleeps on the street．
"I have been on the street about eight or nine years, something like that," said the 62-year-old former construction worker．
Brown admits he's had problems with alcohol and has smoked cocaine．But he said he still wants a more stable housing arrangement．He could afford it just with the money he earns by collecting cans and small pieces of metal, if only truly low-income housing were available．
However, he sees no hope of finding affordable housing in New York．
With the strong economy and unemployment down, beautiful housing is being built to meet demand．
A US report shows rents in New York city rose more than 27 percent between 1984 and 1999, from US $549 to US $700 a month．
One of the side effects of the strong economy is that rents have been going up．
The majority of people who experience homelessness really just need some affordable housing help．
But few housing companies have been built for the poor．Many small apartments in the city now rent for US $1,500 a month or more．
Brown, the homeless New Yorker, said he has a daughter who lives in the city but he rarely sees her．She is angry about his drinking and won't allow it in her house．
Smiling, he said he also has seven grandchildren whom he'd like to see more often．
"All I've got to do is clean up my act," he said．
1.What kind of life does George Brown lead?
A．Homeless and dangerous
B．Homeless and childish
C．Homeless and miserable （痛苦的）
D．Homeless and sleepless
2.From George Brown's life we can find that ______.
A．old Americans lead a hard life
B．old Americans want to live alone
C．American cities are crowded with poor people
D．bad habits play a role in some poor people's Life
3.It can be inferred from this passage that ______.
A．America is short of housing companies
B．the poor can't benefit from the increasing economy
C．poor people in America will become rich
D．housing companies will build more houses for the poor
4.If this passage comes from a paper, on which page would it be?
A．Society． B．Science． C．Economy．D．Business
It is common and usual to see people freak out when they face challenges in their life. We all pass in different life problems and challenges. No one is free of life problems. Only a dead man faces no problem. As long as you are alive, challenges are everywhere.
How do you face problems and challenges in your life? Problems and challenges are the building blocks of your personality. They make you who you are. Besides, whether what happened in your life builds or destructs you depends on how you look at it. If you take your problems as troubles, they will be troubles and may cause destruction. If you take them as constructive tools, you are going to be built up on them.
Problems are everywhere. No one can avoid them. And they are good too. They open up a different look and opportunity if you are willing to see. When you face troubles, do not frustrate or freak out. Just cool yourself to think in a different direction. Think in a positive way. Every problem has its own good as well as bad sides. Focus on the good one. Look at the bright side.
Besides, there is always a good person, perhaps your mom or dad, or one of your friends, right beside you who can turn everything into your best if you are willing to turn to them. No matter what happens, they will be there to help you. Trust them and they will never let you down. All you need to know is that you are loved wherever you are.
1.What’s the meaning of the underlined phrase “freak out” in Paragraph 1?
A. feel shy. B. feel upset. C. keep up. D. stay calm.
2.In Paragraph 2, the writer implies that ______.
A. problems cause troubles
B. challenges can be avoided
C. attitude is everything
D. personalities are built on failures
3.According to the last paragraph, when we're in trouble, we ______.
A. can only depend on our parents B. are not confident
C. should only believe ourselves D. are not alone
4.What’s the writer’s purpose to write the passage?
A. To explain. B. To compare.
C. To prove. D. To encourage.
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My husband and I insisted that our children were old enough to clean their rooms and make their beds. But they thought 11 . My complaints, even self-justified（自有道理） 12 , were always landing on 13 ears. Very often a whole hour’s scolding would end up with their 14 into tears. I felt very frustrated. I realized I needed to 15 my method of “mothering”.
One day when they were at school, I spent some time tidying their rooms. On their desks, in plain 16 , I left the cards: “Dear Bill(the other card was 17 to Sarah), your room was messy this morning and I’m sure you like it clean. Love, the Room Fairy.” 18 arriving back, the children were 19 excited to receive the little note from the Room Fairy. The next day, their rooms were fairly tidy. Sure enough, there was another note from the Room Fairy 20
for them, thanking them for their nice “gift” of a clean room and 21 asking them to play a certain violin 22 . Each day, thank-you notes would be written differently to keep the ideas 23 ．
Sometimes the Room Fairy would propose a little 24 : “If you can finish your homework and go over your lessons before dinner, I’d like to watch a particular television program with you tonight.” Sometimes some colored markers or other little items would be left in 25 of well-done jobs the day 26 .
27 I can’t remember how long “the Room Fairy” continued leaving her love notes. When they were age appropriate, we used various versions of Post-Its （贴条）. The bathroom mirror became the 28 centre of our home. Appointments, notices about visiting relatives, lesson schedules, and changes in plans could be 29 .
We all benefited from and 30 the idea of sharing reminders and daily details of life through notes. I believe the true advantage of the Room Fairy notes survives in our frequent and enjoyable communication．
1.A.differently B.positive C.negative D. same
2.A.shouting B. crying C. persuading D. beating
3.A. side B. neither C.deaf D. either
4.A.crying B.bringing C.droping D. bursting
5.A.addict B. adopt C.access D. adjust
6.A.sentence B. words C. speech D. sight
7.A.sent B. addressed C.delivered D. read
8.A.As B.On C. In D. At
9.A.more than B. rather than C.less than D. other than
10.A.asking B. praying C. waiting D. expecting
11.A.gently B. friendly C.politely D. toughly
12.A.music B. piece C.song D. tone
13.A.respectable B. uninteresting C.incredible D. fresh
14.A.suggestion B. question C.challenge D. advice
15.A.response B. answer C.praise D. honor
16.A.ahead B. before C. over D. ago
17.A.though B. Even so C.Even if D. Actually
18.A.memory B. main C. life D. reminder
19.A.sent B. posted C.struck D. hanged
20.A.appreciated B. learned C. shared D. thanked
— You couldn't have done a better job for me, Jack!
— Thank you, Mr. White. ______.
A. That's all right
B. I'm sorry you don’t like it
C. I can't agree with you more
D. I'm glad you like it so much
