云南省曲靖市2014高考英语（阅读理解）一轮训练题（2）及答案
A
“Glad to find you so merry, my girls,” said a cheery voice at the door, and actors and audience turned to welcome a tall, motherly lady with a “Can I help you” look about her which was truly delightful. She was not elegantly dressed, but a noble-looking woman, and the girls thought the gray cloak（斗篷）and unfashionable bonnet（宽檐帽）covered the most splendid mother in the world.
“Well, dearies, how have you got on today? There was so much to do, getting the boxes ready to go tomorrow, that I didn’t come home to dinner. Has anyone called, Beth? How is your cold, Meg? Jo, you look tired to death. Come and kiss me, baby.”
While making these maternal（母性的）inquires, Mrs. March got her wet things off, her warm slippers on, and sitting down in the easy chair, drew Amy to her lap, preparing to enjoy the happiest hour of her busy day. The girls flew about, trying to make things comfortable, each in her own way. Meg arranged the tea table. Jo brought wood and set chairs, dropping, over-turning, and clattering everything she touched. Beth trotted (小跑) to and fro between parlor(客厅) and kitchen, quiet and busy, while Amy gave directions to everyone, as she sat with her hands folded.
As they gathered about the table, Mrs. March said, with a particularly happy face, “I’ve got a treat for you after supper.”
A quick, bright smile went round like a streak of sunshine. Beth clapped her hands, regardless of the biscuit she held, and Jo tossed up her napkin, crying, “A letter! A letter! Three cheers for Father!”
“Yes, a nice long letter. He is well, and thinks he shall get through the cold season better than we feared. He sends all sorts of loving wishes for Christmas, and an especial message to you girls,” said Mrs. March, patting her pocket as if she had got a treasure there.
“Hurry and get done! Don’t stop to quirk your little finger and simper (傻笑)over your plate, Amy,” cried Jo, choking on her tea and dropping her bread, butter side down, on the carpet in her haste to get at the treat.
Beth ate no more, but crept (蹑手蹑足地走) away to sit in her shadowy corner and brood (细想)over the delight to come, till the others were ready.
“I think it was so splendid in Father to go as chaplain（牧师）when he was too old to be drafted (被征入伍), and not strong enough for a soldier,” said Meg warmly.
“Don’t I wish I could go as a drummer? Or a nurse, so I could be near him and help him.” exclaimed Jo, with a groan
“It must be very disagreeable to sleep in a tent, and eat all sorts of bad-tasting things, and drink out of a tin mug,” sighed Amy.
“When will he come home, Marmee?” asked Beth, with a little quiver in her voice.
“Not for many months, dear, unless he is sick. He will stay and do his work faithfully as long as he can, and we won’t ask for him back a minute sooner than he can be spared. Now come and hear the letter.”
They all drew to the fire, Mother in the big chair with Beth at her feet, Meg and Amy perched on either arm of the chair, and Jo leaning on the back, where no one would see any sign of emotion if the letter should happen to be touching. Very few letters were written in those hard times that were not touching, especially those which fathers sent home. In this one little was said of the hardships endured, the dangers faced, or the homesickness conquered. It was a cheerful, hopeful letter, full of lively descriptions of camp life, marches, and military news, and only at the end did the writer’s heart overflow with fatherly love and longing for the little girls at home.
10. What did the girls do after their mother arrived home?
A. They asked her to make dinner. B. They told her about their day.
C. They got boxes ready to go for the next day. D. They tried to make her comfortable.
11. The girls’ father had not been drafted because he ______________________.
A. was too old B. had been injured C. was a chaplain D. had children
12. What was most likely keeping the girls’ father away from home?
A. A storm. B. A battle. C. A sickness. D. A job.
13. Why did Jo most likely sit with her back toward everyone while listening to the letter?
A. To show her sisters that she is angry B. So that she can sit more comfortably
C. So that she has enough light to read D. To hide her feelings from her sisters
14. The letter is compared to a treasure to show ____________________________.
A. that mother was teasing the girls B. the value of the letter to the girls
C. that mother had money in her pocket D. the mother’s love for the girls
15. In paragraph 3, the word “inquiries” means ___________.
A. scolding B. questions C. lessons D. arrivals
参考答案 D A B D B B
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（2011·浙江卷）C
In the more and more competitive service industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” 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 loyal
New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. 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 answering calls ,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 Marketng 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 customet feel they know you and that you can trest— 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 camed 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 regntlar 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 aplogy 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 faimess suggests best meets the case).
Airlines face some of the tourhest 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 technieal problems .
For British Airways staff , a winning telephone style is considercd 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 here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren.
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.
50. 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
51. The writer mentions “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 attention
D. customers rely on their phones to obtain services
52. What does the writer recommend to create delight?
A. Calling customers regularly B. Giving a “thank you” note.
C. Delivering a quicker service D. Promising more gifts.
53. 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.”
54. Customer delight is important for airlines because .
A. their telephone style remains anchanged
B. they are more likely to meet with complaints
C. the services cost them a lot of money
D. the policies can be applied to their staff
55. Which of the following is conveyed in this article?
A. Face-to-face service creatcs 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.
【答案】DCCABC
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B
The space shuttle Columbia flared and broke up in the skies over Texas on Saturday, February 1, 2003, killing the seven astronauts on board in what NASA and President Bush called a tragedy for the entire nation. NASA launched an investigation into the disaster and began searching for the astronauts' remains. It said that although there had been some data failures it was too early to nail down a precise cause. The break-up, 16 minutes before the shuttle was due to land at Kennedy Space Center in Florida, spread possibly toxic debris(有毒的残骸) over a wide area of Texas and neighboring states.
Dramatic television images of the shuttle's descent clearly showed several white trails(痕迹) streaking through blue skies after the shuttle suddenly fell apart. It was almost 17 years to the day that the Challenger shuttle exploded on Jan. 28, 1986, killing all seven astronauts on board.
Take-off and re-entry into Earth's atmosphere are the most dangerous parts of a space mission. In 42 years of US' human space flight, there had never been an accident in the descent to Earth or landing. Challenger exploded just after take-off.
Rescue teams scrambled to search for the remains of the crew, which included the first Israeli to fly on the shuttle, former combat pilot Col. Ilan Ramon. There were warnings that parts of a vast 120-mile-long corridor of debris could be toxic because of poisonous rocket propellant(推进器).
"We are not ready to confirm that we have found any human remains," Nacogdoches County Sheriff Thomas Kerrs said. He added that among the roughly 1,000 calls reporting debris, some people said they found remains of crew members.
"The Columbia is lost. There are no survivors, …Their mission was almost complete and we lost them so close to home. … America's space program will go on," said a grim-faced Bush in a message broadcast on television, which included condolences（同情）to the families of the dead astronauts.
6. The word “descent” in the passage means ________.
A. taking off B. landing C. orbiting(绕轨运行) D. walking down
7. Which is true of the Israeli astronaut Ilan Ramon?
A. He was the first Israeli astronaut to fly on the shuttle.
B. He was the first foreign astronaut to fly on the American shuttle.
C. He used to be a passenger plane pilot.
D. He was the only survivor in the Columbia disaster.
8. The Columbia disaster and the Challenger disaster were similar in that ________.
A. there were seven astronauts killed on board
B. both the shuttles exploded when they took off
C. Both the shuttles exploded when they were about to land
D. no human remains were found
9. Which of the following is wrong according to the news?
A. The U.S.A. will give up the space program because of the accident.
B. NASA hasn’t found the cause of the Columbia disaster.
C. Before the Columbia disaster, no shuttles had exploded in the course of landing.
D. Take-off and re-entry into Earth's atmosphere are the most dangerous parts of a space mission.
参考答案B A A A
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