2019高考英语昆明二轮练习资料_阅读理解01含解析

2019高考英语二轮练习资料：阅读理解01含解析
(八)
A
(2017·卷，A) It's 5：00 in the morning when the alarm (闹钟) rings in my ears. I roll out of bed and walk blindly through the dark into the bathroom. I turn on the light and put on my glasses. The house is still
as I walk downstairs while my husband and three kids sleep peacefully. Usually I go for a long run, but today I choose my favorite exercise DVD, Insanity. Sweat pours down my face and into my eyes. My heart races as I force my body to finish each movement. As I near the end of the exercise, I feel extremely tired, but a smile is on my face. It's not a smile because the DVD is over, but a smile of success from pushing my body to its extreme limit.
Some people enjoy shopping, smoking, food, work, or even chocolate. But I need exercise to get through each day. Some shake heads when they see me run through the town. Others get hurt when I refuse to try just one bite of their grandmother's chocolate cake. They raise their eyebrows, surprised by
my “no thank you，” or by my choice to have a salad. Over the years, I have learned it's okay to just say “no”. I shouldn't feel sorry for refusing food that I don't want to eat.
So what drives me to roll out of bed at 5：00 a．m.？What gives me the reason to just say no to ice cream? Commitment. A commitment to change my life with a way that reduces daily anxiety, increases self-confidence and energy，extends life and above all improves my body shape.This is the point where a smile appears on my face as I look at myself in the mirror or try on my favorite pair of
jeans that now fit just right.It's through commitment and sweat that I can make a difference within myself inside and out.
一个每天按时起床锻炼身体的女人，一个有着自己个性与喜好的女人，为了保持自己的体
型，降低压力，提高自信，坚持着这种日复一日的锻炼，让自己每天都挂着笑容面对生活。

1．Why is there a smile on the author's face in the morning?
A．Because she sees her family sleeping peacefully.
B．Because she finishes her favorite exercise.
C．Because she enjoys the interesting DVD.
D．Because she feels a sense of achievement.
答案：D。

细节判断题。

根据第一个段落的最后一句话，先排除C的说法；在本句中“ a smile of success of pushing…”可以断定其实是一种成就感令她脸上挂着笑容。

最大的干扰项可。

能会是B，但如果细读，会找到关键词“success”
2．Which of the following is TRUE according to Paragraph 2?
A．She doesn't treat others politely.
B．She likes to make others surprised.
C．Others don't understand what she dose.
D．Others try to help her by offering her food.
答案：C。

细节判断题。

从本段的情节来看，选项A，D都相差甚远；而“I n eed exercise to get through each day”正是说明了作者的喜好，而不是像选项B说的喜欢出奇，故排除B。

从“raised their eyebrows, surprised by...”
来看，其实别人是感到奇怪而已。

3．What does the underlined word “commitment” in the
last paragraph mean?
A．Good health. B．Firm belief.
C．A strong power. D．A regular habit.
答案：B。

词意理解题。

从全文的语境信息来看，这么多年，这么坚持，这么享受，而且
从“sweat”一词身上也能找到提示，即：坚定的信念与汗水，应选项B最符合语境。

4．What can we learn about the author from the text?
A．She acts in a strange way.
B．She wants to look different from others.
C．She aims to develop a good body shape.
D．She has difficulty getting along with others.
，从答案：C。

理解判断题。

文章的最后一段中有一句话“above all improves my body shape”这句话中可以确定选项C的说法是正确的。

B
(2017·卷，C) Getting rid of dirt, in the opinion of most people, is a good thing. However, there is nothing fixed
about attitudes to dirt.
In the early 16th century, people thought that dirt on the skin was a means to block out disease, as medical opinion had it that washing off dirt with hot water could open up the skin and let ills in. A particular danger was thought to lie in public baths. By 1538, the French king had closed the bath houses in his kingdom. So did the king of England in 1546. Thus began a long time when the rich and
the poor in Europe lived with dirt in a friendly way. Henry IV, King of France, was famously dirty. Upon learning that a nobleman had taken a bath, the king ordered that, to avoid the attack of disease,
the nobleman should not go out.
Though the belief in the merit of dirt was long-lived, dirt has no longer been regarded as a nice neighbor ever since the 18th century. Scientifically speaking, cleaning away dirt is good to health. Clean water supply and hand washing are practical means of preventing disease. Yet, it seems that standards of cleanliness have moved beyond science since World War Ⅱ.Advertisements repeatedly sell the idea; clothes need to be whiter than white, cloths ever softer, surfaces to shine. Has the hate for dirt, however, gone too far?
Attitudes to dirt still differ hugely nowadays.Many first-time parents nervously try to warn their children off touching dirt, which might be responsible for the spread of disease.On the contrary，Mary Ruebush，an American immunologist(免疫学家)，encourages children to play in the dirt to build up
a strong immune system.And the latter position is gaining some ground.
本文介绍了人们对灰尘的不同态度和看法。

16世纪早期，人们认为灰尘能阻挡疾病。

人们
不能洗澡。

18世纪时人们认为洗掉灰尘对身体有好处，能阻止疾病。

而现在，人们对灰尘有不
同看法，有人认为不能碰灰尘，而有人认为灰尘能增强免疫力。

5．The kings of France and England in the 16th century closed bath houses because ________.
A．they lived healthily in a dirty environment
B．they thought bath houses were too dirty to stay in
C．they believed disease could be spread in public baths
D．they considered bathing as the cause of skin disease
答案：C。

细节理解题。

根据短文第二段第二、三句话可知。

人们认为公共浴池是特别危
险的，法国和英国的国王都关闭了他们的浴池，由此可知C项正确。

6．Which of the following best describes Henry IV's attitude to bathing?
A．Afraid. B．Curious.
C．Approving. D．Uninterested.
答案：A。

推理判断题。

根据短文第二段最后两句话可知，享利四世以脏出名，当他得知
有人洗澡，为了避免疾病侵袭，他下令不准这人出门。

由此可知享利四世对于洗澡是相当害怕
的。

7. How does the passage mainly develop?
A. By providing examples.
B. By making comparisons.
C. By following the order of time.
D. By following the order of importance.
答案：C。

细节理解题，本文是以时间为线索进行写作的。

先写16世纪人们对灰尘的态度，然后是17世纪，最后写到今天人们的态度。

8．What is the author's purpose in writing the passage?
A. To stress the role of dirt.
B. To introduce the history of dirt.
C. To call attention to the danger of dirt.
D. To present the change of views on dirt.
答案：D。

细节理解题。

整篇文章作者述了三个不同的时间，人们对待灰尘的看法，由此
向我们展示了人们对灰尘观点的改变。

C
(2017·卷，D) Feeling blue about the world ? “Cheer up，” says science writer Matt Ridley.“The world has never been a better place to live in，and it will keep on getting better both for humans and for nature.”
Ridley calls himself a rational optimist—rational，because he's carefully weighed the evidence optimistic，because that evidence shows human progress to be both unavoidable and good. And this
is what he's set out to prove from a unique point of view in his most recent book The Rational Optimist. He views mankind as a grand enterprise that，on the whole，has done little but progress for 100, 000 years.He backs his findings with hard facts gathered through years of research.
Here's how he explains his views.
1)Shopping fuels invention
It is reported that there are more than ten billion different products for sale in London alone.Even allowing for the many people who still live in poverty，our own generation has access to more nutritious food，more convenient transport，bigger houses，better cars，and of course，more pounds and dollars than any who lived before us .This will continue as long as we use these things to make other things.The more we specialize and exchange，the better off we'll be.
2) Brilliant advances
One reason we are richer，healthier，taller，cleverer，longer-lived and freer than ever before is that the four most basic human needs—food，clothing，fuel and shelter—have grown a lot cheaper.Take one example.In 1800 a candle providing one hour's light cost six hours' work.In the 1880s the same light from an oil lamp took 15 minutes' work to pay for.In 1950 it was eight seconds.Today it's half second.
3) Let's not kill ourselves for climate change
Mitigating(减轻) climate change could prove just as damaging to human welfare as climate change itself.A child that dies from indoor smoke in a village，where the use of fassil-fuel(化石燃料) electricity is forbidden by well-meaning members of green political movements trying to save the world，is just as great a tragedy as a child that dies in a flood caused by climate change.If climaic change proves to be mild，but cutting carbon causes real pain，we may well find that we have stopped a nose-bleed by putting a tourniquet(止血带) around our necks.
人类的进步是无法阻挡的，是令人乐观。

在《理性的乐观主义者》一书中，作者阐述了自己
对于生活中的乐观现象，并且对于购物这样普通的日常行为所带来的积极影响都做了详尽的分
析和描述。

9．What is the theme of Ridley's most recent book?
A．Weakness of human nature. B．Concern about climate change.
C．Importance of practical thinking. D．Optimism about human progress.
以及信答案：D。

理解判断题。

从第二段的前两句话中，反复提到一个关键词“optimistic”
一句也正好清楚的
；另外，“this is what he's set out to prove...”
息句“because that evidence shows...”
说明了作者在本书中所以阐述的正是这个话题，正是与选项D的说法是一致的，即：人类的进
步总是不可避免的。

10．How does Ridley look at shopping?
A．It encourages the creation of things. B．It results in shortage of goods.
C．It demands more fossil fuels. D．It causes a poverty problem.
答案：A。

细节判断题。

从“Shopping fuels invention”一段正是反映了Ridley的观点：购物能够激发创造发明。

选项A与之相吻合。

11．The candle and lamp example is used to show that ________.
A．oil lamps give off more light than candles
B．shortening working time brings about a happier life
C．advanced technology helps to produce better candles
D．increased production rate leads to lower cost of goods
答案：D。

细节判断题。

根据Brilliant advances 一段中的“Take o ne example”一句很明显的
确定为：作者拿蜡烛与灯的比较与变化正是为了前面他所提到的看法，故与选项D的说法是一
致的。

12．What does the last sentence of the passage imply?
A．Cutting carbon is necessary in spite of the huge cost.
B．Overreaction to climate change may be dangerous.
C．People's health is closely related to climate change.
D．Careless medical treatment may cause great pain.
答案：B。

推理判断题。

根据最后一句话中的“cutting carbon causes real pain”可以排除选项
A与C的说法，因为它们大相径庭；而根据“putting... a round our necks”一句可以说明选项D中
一词运用不当，是不符合语境的。

故只有选项B是最正确的。

“careless”
D
(2017·全国卷，D)
The way we do things round here
Some years ago，I was hired by an American bank. I received a letter from the head of the
Personnel Department that started，“Dear John，I am quite pleased that you have decided to join
us.”That “quite” saddened me. I thought he was saying “we're kind of pleased you decided to join us
I discovered that in American English “quite”　
although I wish we had hired someone else.”Then
sometimes means “very”
．
，while in British English it means “fairly”
So the first lesson about working in other countries is to learn the language and by that I don't just
mean the words people speak. It is body language，dress，manners, ideas and so on. The way people
do things highlights many of the differences we see between cultures (文化)．
Some of these differences may be only on the surface—dress，food and hours of work—while
others may be deeper and take longer to deal with. Mostly, it is just a question of getting used to the
differences and accepting them, like the climate (气候)，while getting on with business.
Some of the differences may be an improvement. People are more polite；the service is better；
you ask for something to be done and it happens without having to ask again. However，other
differences can be troubling, like punctuality (准时). If you invite people to a party at 7 o'clock your
guests will consider it polite to turn up exactly on time in Germany, five minutes early in the American
Midwest，an hour early in Japan, 15 minutes afterwards in the UK, up to an hour afterwards in Italy
and some time in the evening in Greece. I prefer not to use the word “late” because there is nothing wrong with the times people arrive. It is simply the accepted thing to do in their own country.
本文介绍了作者所感受到的文化差异。

13. The author was unhappy as mentioned in Paragraph 1 because he thought ________.
A. the American bank didn't think much of him
B. the American bank might hire another person
C. it's difficult to get used to American culture
D. it's easy to misunderstand Americans
saddened me”．可以推断出作者认为这答案：A。

推理判断题。

由第一段中“That “quite”　
家美国银行不重视他。

14．The underlined word “highlights” in Paragraph 2 probably means ________.
A. encourages
B. helps to narrow
C. increases
D. draws attention to
答案：D。

词义猜测题。

由下文可知人们做事情的方式引起了作者对文化差异的关注。

15．According to the author，what should we do with most cultural differences?
A. Ask the native people for help.
B. Understand and accept them.
C. Do things in our own way.
D. Do in-depth research.
答案：B。

细节理解题。

由第三段最后一句可知我们要习惯文化差异并接受存在的文化差
异。

16．When invited to a party the people who are usually punctual are________.
A. Italians
B. Germans
C. Greeks
D. the British
可知B项正答案：B。

细节理解题。

由最后一段“If you invite people...on time in Germany...”
确。

E
(2017·卷，D) As the railroads and the highways shaped the American West in the past centuries, a new electrical generating (发电) and transmission (输送) system for the 21st century will leave a lasting mark on the West, for better or worse. Much of the real significance of railroads and highways is not in
their direct physical effect on the scenery, but in the ways that they affect the surrounding community.
The same is true of big solar plants and the power lines that will be laid down to move electricity around.
The 19th century saw land grants (政府拨地) offered to railroad companies to build the transcontinental railroads, leaving public land in between privately owned land. In much of the west,
some of the railroad sections were developed while others remained undeveloped, and in both cases the landownership has presented unique challenges to land management. With the completion of the interstate highway system, many of the small towns which sprang up as railway stops and developed well, have lost their lifeblood and died.
Big solar plants and their power lines will also have effects far beyond their direct footprint in the West. This is not an argument against building them. We need alternative energy badly, and to really
take advantage of it we need to be able to move electricity around far more readily than we can now.
So trade-offs will have to be made. Some scenic sports will be sacrificed. Some species (物种) will be forced to move, or will be carefully moved to special accommodations. Deals will be struck to reduce the immediate effects.
The lasting effects of these trade-offs are another matter. The 21st century development of the
American West as an ideal place for alternative energy is going to throw off a lot of power and money
in the region. There are chances for that power and money to do a lot of good. But it is just as likely
that they will be spent wastefully and will leave new problems behind, just like the railroads and the highways.
The money set aside in negotiated trade-offs and the institution that control it will shape the West far beyond the immediate footprint of power plants and transmission lines. So let's remember the effects of the railroads and the highways as we construct these new power plants in the West.
本文是一篇说明文。

19世纪，美国政府拨款修建铁路和公路，这既带来了好处，也带来了
一些不利。

现在21世纪，一种新型的电力系统会给美国带来好处还是坏处，这是值得考虑的一
个问题。

在建这种新型的电力系统时，我们要记住铁路和公路的影响。

17．What was the problem caused by the construction of the railways?
A. Small towns along the railways became abandoned.
B. Some railroad stops remained underused.
C. Land in the West was hard to manage.
D. Land grants went into private hands.
答案：C。

细节理解题。

根据第二段的“...and i n both cases the landownership has presented unique challenges to land management.”
可知，建铁路导致的问题是“土地所有权给土地管理带来
了挑战”。

A项是修建公路的影响；B项说一些铁路站一直未被充分利用，是错误的；D项原文未说。

18．What is the major concern in the development of alternative energy according to the last two paragraphs?
A. The transmission of power.
B. The use of money and power.
C. The conservation of solar energy.
D. The selection of an ideal place.
答案：B。

推理判断题。

细读最后两段可知，对于可替代能源的发展主要的担忧是钱和
力，钱和力可能带来一些好处，有可能被浪费掉，并且带来一些其他的问题。

19．What is the author's attitude towards building solar plants?
A. Cautious.
B. Approving.
C. Doubtful.
D. Disapproving.
答案：A。

推理判断题。

根据全文以及文章的最后一句话“So let's remember the effects of the railroads and the highroads as we construct these new power plants in the West.”
可知，对正在建立新
的电力系统是比较谨慎的。

20．Which is the best title for the passage?
A. How the Railways Have Affected the West
B. How Solar Energy Could Reshape the West
C. How the Effects of Power Plants Can Be Reduced
D. How the Problems of the Highways Have Been Settled
答案：B。

主旨大意题。

文章借助于铁路和公路对美国的影响，要说明的是太阳能这种新
的电力系统对美国西部地区会有什么的影响。

(九)
A
(2017·卷，A) “Mum，what does it mean when someone tells you that they have a skeleton(骨骼) in the closet(衣橱)？”Jessica asked. “A skeleton in the closet？”her mother paused thoughtfully, “Well, it's something that you would rather not have anyone else know about. For example, if in the
past, someone in Dad's family had been arrested for stealing a horse, it would be ‘a skeleton in his family's closet’. He really wouldn't want any neighbor to konw about it.”
“Why pick on my family？”Jessica's father said with anger. “Your family history isn't so good, you know. Wasn't your great-great-grandfather a prisoner who was transported to Australia for
his crimes？”“Yes, but people these days say that you are not a real Australian unless your ancestors arrived as prisoners.”　
“Gosh, sorry I asked. I think I understand now，” Jessica cut in before things grew worse.
After dinner, the house was very quiet. Jessica's parents were still quite angry with each other. Her mother was ironing clothes and every now and then she glared at her husband, who hid behind his newspaper pretending to read. When she finished, she gathered the freshly pressed clothes in her arms
and walked to Jessica's closet. Just as she opened the door and reached in to hang a skirt, a bony arm
stuck out from the dark depths and a bundle of white bones fell to the floor. Jessica's mother sank into a
faint(晕倒), waking only when Jessica put a cold, wet cloth on her forehead. She looked up to see the worried faces of her husband and daughter.
“What happened? Where am I？”she asked. “You just destroyed the school's skeleton, Mum，”explained Jessica. “I brought it home to help me with my health project. I meant to tell you, but it seemed that as soon as I mentioned skeletons and closets, it caused a problem between you and Dad.” Jessica looked in amazement as her parents bega n to laugh madly. “They're both crazy，” she thought.
本文是一篇记叙文，讲述了一个幽默故事。

杰西卡问妈妈“衣橱里放骨骼”是什么意思，
妈妈解释说那是不为人知的秘密，并以杰西卡爸爸的祖先做例子，引起了杰西卡爸爸的恼火。

饭后，杰西卡爸爸依然生气，杰西卡妈妈熨完衣服后把衣服放到衣橱里，结果发现了衣橱里的
骨骼而吓昏过去。

原来杰西卡为了完成学校的健康计划，把骨骼带回了家并放在了衣橱里。

1．According to Jessica's mother, “a skeleton in the closet” means ________.
A．a family honor B．a family secret
C．a family story D．a family treasure
答案：B。

细节理解题。

由第一段的“it's something that you would rather not have anyone else 可知，B项正确。

know about”
2．What can we learn about some Australians' ancestors from Paragraph 2?
A．They were brought to Australia as prisoners.
B．They were the earliest people living in Australia.
C．They were involved in some crimes in Australia.
D．They were not regarded as criminals in their days.
答案：A。

推理判断题。

根据第二段的“but people these days say that you are not a real Australian unless your ancestors arrived as prisoners”
可推断A项正确，即一些澳大利亚人的祖先是
被作为犯人带到澳大利亚。

3．Jessica's mother fell down into a faint because she was ________.
A．knocked B．frightened
C．injured D．surprised
答案：B。

推理判断题。

杰西卡的妈妈是看到了衣橱里的骨骼而晕倒的，我们推断应该是
吓倒的。

4．Why did Jessica bring a skeleton home?
A．She was curious about it. B．She planned to keep it for fun.
C．She needed it for her school task. D．She intended to scare her parents.
答案：C。

细节理解题。

由最后一段的“You j ust destroyed the school's skeleton...I brought it home to help me with my health project”
可知答案C正确。

5．Jessica's parents laughed madly at the end of the story probably because ________.
A．they were crazy
B．they were overexcited
C．they realized their misunderstanding
D．they both thought they had won the quarrel
答案：C。

推理判断题。

通读全文可知，杰西卡的父母误解了杰西卡的意思。

B
(2017·卷，B) Can dogs and cats live in perfect harmony in the same home? People who are thinking about adopting a dog as a friend for their cats are worried that they will fight. A recent research has found a
new recipe of success. According to the study, if the cat is adopted before the dog, and if they are introduced when still young (less than 6 months for cats, a year for dogs), it is highly probable that the
two pets will get along swimmingly. Two-thirds of the homes interviewed reported a positive relationship between their cat and dog.
However, it wasn't all sweetness and light. There was a reported coldness between the cat and dog
in 25% of the homes, while aggression and fighting were observed in 10% of the homes. One reason
for this is probably that some of their body signals were just opposite. For example, when a cat turns its head away it signals aggression, while a dog doing the same signals submission.
In homes with cats and dogs living peacefully, researchers observed a surprising behaviour. They
are learning how to talk each other's language. It is a surprise that cats can learn how to talk ，and dogs can learn how to talk “cat”
．
What's interesting is that both cats and dogs have appeared to develop their intelligence. They can
learn to read each other's body signals, suggesting that the two may have more in common than we previously suspected. Once familiar with each other's presence and body language, cats and dogs can
play together, greet each other nose to nose, and enjoy sleeping together on the sofa. They can easily
share the same water bowl and in some cases groom (梳理) each other.
The significance of this research on cats and dogs may go beyond pets—to people who don't get
along, including neighbors, colleagues at work, and even world superpowers. If cats and dogs can
learn to get along, surely people have a good chance.
有人一直担心如果在家里同时养猫和狗，它们会相处得不好。

可是研究发现猫和狗是可以
和谐相处的。

既然猫狗都能和谐相处，人和人以及世界大国之间就更容易做到这一点了。

6．The underlined word “swimmingly” in Paragraph 1 is closest in meaning to ________.
A. early
B. sweetly
C. quickly
D. smoothly
答案：B。

词义猜测题。

文章第一段第一句话“Can dogs and cats live in perfect harmony in
the same home？”意为“猫和狗在一个家里能和谐相处吗？”有人担心它们会打架，但是研究
发现，如果猫被领养在先，而且它们都在很小的时候就认识的话，它们很可能会相处得很和
谐。

sweetly“甜美地”；smoothly“顺利地”。

所以swimmingly在此意为sweetly。

另外第二段
中也有暗示。

第一句话：“However, it wasn't all sweetness and light.”
7．Some cats and dogs may fight when________.
A. they are cold to each other
B. they look away from each other
C. they misunderstand each other's signals
D. they are introduced at an early age
答案：C。

细节理解题。

根据第二段第二、三句话“There was a reported coldness between the
cat and dog in 25% of the homes, while aggression and fighting were observed in 10% of the homes.
One reason for this is probably that some of their body signals were just opposite.”
可知因为猫狗的有
些身体信号正好相反，所以才打架或对彼此冷漠。

8．What is found surprising about cats and dogs?
A. They eat and sleep together.
B. They observe each other's behaviours.
C. They learn to speak each other's language.
D. They know something from each other's voices.
答案：C。

细节理解题。

由第三段中的“They are learning how to talk each other's language. It
is a surprise that cats can learn how to talk ‘dog’，and dogs can learn how to talk ‘cat’．”可知
答案。

9．It is suggested in Paragraph 4 that cats and dogs ________.
A. have common interests
B. are less different than was thought
C. have a common body language
D. are less intelligent than was expected
答案：B。

推理判断题。

第四段中的“They c an learn how to read each other's body sig nals,
suggesting that the two may have more in common than we previously suspected.”
意为：它们能够学
会如何去理解彼此的身体语言，这说明猫狗有比我们以前所认为的更多的相同之处。

也就是
说，猫狗的不同之处比我们原来认为的要少。

所以选B。

10．What can we human beings learn from cats and dogs?
A. We should learn to live in harmony.
B. We should know more about animals.
C. We should live in peace with animals.
D. We should learn more body languages.
答案：A。

推理判断题。

从最后一段可以推知答案。

C
(2017·卷，C) In the more and more competitive service industry, it is no longer enough to promise customer
satisfactio n. Today, customer “delight” is what commpaines 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 calls centers and the Internet.For example，many companies now have to invest (投资)a lot
phone_rage”—caused
of money in information technology and staff training in order to cope with the “by delays in answering call，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 and 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 and over-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 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 a re 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
．On the other hand，the more customers are promised，the greater the risk
as “we do as we please”
of disappointment.
本文阐述了顾客的满意度对企业发展的重要作用。

11．We can learn from Paragraph 2 that ________.
A．complaining customers are hard to satisfy
B．unsatisfied customers receive better service
C．satisfied customers catch more attention
D．well-treated customers promote business
答案：D。

推理判断题。

A抱怨中的顾客难以令其满意；B不满意的顾客得到更好的服务；
C满意的顾客得到更多的注意；D良好的对待顾客促进企业的发展。

根据信息句“It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good
可以看出D项正确。

service will promote business”
12．The writer men tions“phone rage”(Paragraph 3)to show that________.
A．customers often use phones to express their anger
B．people still prefer to buy goods online
C．customer care becomes more demanding
D．customers rely on their phones to obtain services
答案：C。

细节理解题。

A顾客常常用表达自己的愤怒；B人们依然偏爱网上购物；C客户
关注更加成为人们的关注；D顾客靠得到服务。

根据本段首句“New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet”
可知C项正确。

13．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.
答案：C。

细节理解题。

A定期给顾客打；B给“感”便条；C给予快捷服务；D许诺更多
的礼物。

根据文息“saying that a repair will be carried out within five hours ，but getting it done
可知C项正确，其他三项曲解了文意。

within two”和“replacing a faulty product immediately”
14．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.”。