21.21.Although I love my life, it hasn’t been a lot of fun as I’ve been ill for 28 years.
Music has always been a great love of mine and, in my 20s, when my 21 was more manageable , I 22 ten years as a professional singer in restaurants, playing and singing folk songs. 23 that was years ago and times have changed. 24 I live with mother on a country farm.
Two years ago, I decided that I would need to have some kind of extra work to 25 my disability pension (残疾抚恤金). 26 I needed to sleep in the afternoons, I was limited in my 27 . I decided that I would consider 28 to singing in restaurants.
My family are all musicians, so I was 29 when I went into our local music store. I explained that I wanted to sing again but using recorded karaoke music. I knew that discs were very expensive and I really didn’t have a lot of 30 to get started. And 31 you find only three to four songs out of ten on a disc that you can 32 use.
When I told the owner of the shop about my 33 ; he gave me a long thoughtful 34 . “This means a lot to you, doesn’t it?” he said. “Come with me.”
He led me 35 the crowded shop and to a bench with a large professional karaoke box on it. He placed his large hand 36 on his treasure and said, “I have 800 karaoke songs in here. You can take your 37 and I’ll record them for you. That should get you started.”
I 38 . Thanking him, I made a time with him to listen to all the songs and choose 39 that I could sing. I have come full circle with his help.
His 40 still warms my heart and makes me do just that bit extra, when I have the chance.
(A) loneliness (B) sadness (C) tiredness (D) sickness
41.41.One evening in February 2007, a student named Paula Ceely brought her car to a stop on a remote road in Wales. She got out to open a metal gate that blocked her path .That’s when she heard the whistle sounded by the driver of a train. Her Renault Clio was parked across a railway line. Seconds later, she watched the train drag her car almost a kilometre down the railway tracks.
Ceely’s near miss made the news because she blamed it on he GPS (导航仪). She had never driven the route before. It was dark and raining heavily. Ceely was relying on her GPS, but it made no mention of the crossing. “I put my complete trust in the device and it led me right into the path of a speeding train,” she told the BB (C)
Who is to blame here? Rick Stevenson, who tells Ceely’s story in his book When Machines Fail Us, points the finger at the limitations of technology. We put our faith in digital devices, he says, but our digital helpers are too often not up to the job. They are filled with small problems. And it’s not just GPS devices: Stevenson takes us on a tour of digital disasters involving everything from mobile phones to wireless keyboards.
The problem with his argument in the book is that it’s not clear why he only focuses on digital technology, while there may be a number of other possible causes. A map-maker might have left the crossing off a paper map. Maybe we should blame Ceely for not paying attention. Perhaps the railway authorities are at fault for poor singalling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the GPS equipment. But Stevenson doesn’t say.
It’s a problem that runs through the book. In a section on cars, Stevenson gives an account of the advanced techniques that criminals use to defeat computer-based locking systems for cars. He offers two independent sets of figures on car theft; both show a small rise in some parts of the country. He says that once again not all new locks have proved reliable. Perhaps, but maybe it’s also due to the shortage of policemen on the streets. Or changing social circumstances. Or some combination of these factors.
The game between humans and their smart devices is amusing and complex. It is shaped by economics and psychology and the cultures we live in. Somewhere in the mix of those forces there may be a way for a wiser use of technology.
If there is such a way, it should involve more than just an awareness of the shortcomings of our machines. After all, we have lived with them for thousands of years. They have probably been fooling us for just as long.
What did Paula Ceely think was the cause of her accident？
(A) She was not familiar with the road.
(B) It was dark and raining heavily then.
CThe railway workers failed to give the signal.
(D) Her GPS device didn’t tell her about the crossing.
43.43. Which of the following would Rick Stevenson most probably agree with?
(A) Modern technology is what we can’t live without.
(B) Digital technology often falls short of our expectation.
(C) Digital devices are more reliable than they used to be.
(D) GPS error is not the only cause for Ceely’s accident.
45.45. What is the real concern of the writer of this article?
(A) The major causes of traffic accidents and car thefts.
(B) The relationship between human and technology.
(C) The shortcomings of digital devices we use.
(D) The human unawareness of technical problems.
46.46.Bel is a from an English dictionary.
Important words to learn:E Essential I improver A Advanced
noun [C] DEVICE 1 A a piece of equipment which is used to cause liquid, air or gas to move from one place gas pump SHOE 2[USUALLY PLURAL]US (UK COURT SHOE)
8 type of plain shoe with a raised HEEL and no way of fastening it to the foot which is worn by women
3 [USUALLY PLURAL] type of flat shoe, like dance shoe when is worn by women 4 [USUALLY PLURAL]UK a flat•shoe made of heavy clothy os worn by children for doing sports.
LIQUID/GAS 1 [T USUALLY•ADV/PREP] to force liquid or gas to move somewhere:our latest machine can pump a hundred gallors a minute , o The new wine is pumped into stirage tanks.o The heart pumos blood through the arteries/round the body. INFORMATION 2[T]
INFORMAL to keep asking someone for information, especially in a way that is not direce:She was pumping me for details of the new projece.
Idioms pump sb’s hand to SHAKE someone’s hand
(=hold their hand and move it up and down, espacially
In order to greet them)•pump lron INFORMAL to lift
Heavy weights for exercise: These days both men and
Women pump iron far fitnets.
Pharsal verbs pump sth into sth to spend
Money trying to make something operate succesfully:
They had been pumpinh money into the business for some
Years without seeing any results.
Pump sth out(M)REMOVE 1 to remove water or other
liquid from something using a pump:We took turns
pumping out the boat.PRODUCE 2 INFORMAL DISAPPROVING
to produce words or loud music in a way that is repeated,
forceful and continuous: The government keeps pumping
out the same old propaganda.O The car radio was
pumping out music with a heacy beat.
Pump out sth someone’s stomach is pumped out, a
Poisonous substance is removed from it by being-sucked
Through a tube. She had to go to hospital
Stomach pumped out.
Pump sth up [M] INFORMAL to make someone feel more contident or excited: He was offering them advince and trying to pump them up.O[R]The players were pumping themselves up by singing the national anthem, before the game.
Pump sth up[M]1 to fill something with air using a
pump: Have you pumped up the balloons yet?O I must
pump the tyres up on my bike.2 INFORMAL to increase
something by a large amount:The US was able to pump up exports.O Let’s pump up the tolume a bit!
Pump-action /pamp ek/ n/ad ectiv descnbes a device which operates by forcing song especially air ,in or out of a closed space pump-action shotgun a pump action ming noun soec the of business ,programm etc do giving it money The is carding small,pump-priming grants to single moter who are starting their own businesses.
Noun a humorous use of a word or phrase which has several meanings or which sound like another word:she made a couple of dreadful This is a well-known joke based on a pun “What’s black and white and red all over A nepaper
Verb to make a pun
Nou (c)a forceful hit with a fist (=closed hand) she gave him a punch lik on us in the nose e2 U the power to be interes on people ,I felt the performance speech presntation lacked punch DRnk 3 a cold or hot drink made by mixing fruit juices pieces of frut and often wine or other alcoholic drinks tool 4 a piece of equoce which cuts boles in a maena by pushing a piece of met through it a ticket punch have you seen the hole puneh anghere
Verb(t) hit 1 to hit someone or something with your FIST (=closed hand);He punched him in the stomach.2 MALY US to hit with your fingers the bugins on a telephone or the kdys on a keys on a keyboard USE TOCL make a hole in something with a spscial place.???I was just punching in
some hets of ?? .This belt’s too big .I’ll have to punch an extra hole in it.
Idioms punch sb’s lights out informal to hit someone repeatedly very hard punch the clock us to put a card into a special machine to record the times you amive at and leave work:After 17 years of punching the clock,he just disappeared one morning and was mever heard from again.
What does the word “pump” mean in “He ran in every five minutes to pump me about the case”?
(A) Talk with. (B) Ask for information. (C) Listen to. (D) Provide with evidence.
49.49. When Sylvia says “His speech was OK but it had no real punch”, she thinks it was not_____.
(A) fluent and impressive (B) logical and moving
(C) informative and significant (D) interesting and powerful
50.50.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 order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell 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 call centers and the Internet. 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 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 then. 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 at 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 names, 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.
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
51.51. 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 demanding
(D) customers rely on their phones to obtain services
53.53. If a manager should show his empathy (Paragraph 6), what would be 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.”
54.54. Customer delight is important for airlines because ________.
(A) their telephone style remains unchanged
(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
55.55. 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 air lines then for banks.
56.56.It was Saturday. As always, it was a busy one, for “Six days shall you labor and all your work” was taken seriously back then. Outside, Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs. Patrick were engaged in spring cleaning.
Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets, they had sent him to the kitchen for more string(线). It seemed there was no limit to the heights to which kites would fly today.
My mother looked at the sitting room, its furniture disordered for a thorough sweeping. Again she cast a look toward the window. “Come on, girls! Let’s take string to the boys and watch them fly the kites a minute.”
On the way we met Mrs. Patric, laughing guiltily as if she were doing something wrong, together with her girls.
There never was such a day for flying kites! We played all our fresh string into the boys’ kites and they went up higher and higher. We could hardly distinguish the orange-colored spots of the kites. Now and then we slowly pulled one kite back, watching it dancing up and down in the wind, and finally bringing it down to earth, just for the joy of sending it up again.
Even our fathers dropped their tools and joined us. Our mothers took their turn, laughing like schoolgirls. I think we were all beside ourselves. Parents forgot their duty and their dignity; children forgot their everyday fights and little jealousies. “Perhaps it’s like this in the kingdom of heaven,” I thought confusedly.
It was growing dark before we all walked sleepily back to the housed. I suppose we had some sort of supper. I suppose there must have been surface tidying-up, for the house on Sunday looked clean and orderly enough. The strange thing was, we didn’t mention that day afterward. I felt a little embarrassed. Surely none of the others had been as excited as I. I locked the memory up in that deepest part of me where we keep “the things that cannot be and yet they are.”
The years went on, then one day I was hurrying about my kitchen in a city apartment, trying to get some work out of the way while my three-year-old insistently cried her desire to “go park, see duck.”
“I can’t go!” I said. “I have this and this to do, and when I’m through I’ll be too tired to walk that far.”
My mother, who was visiting us, looked up from the peas she was shelling. “It’s a wonderful day,” she offered, “really warm, yet there’s a fine breeze. Do you remember that day we flew kites?”
I stopped in my dash between stove and sink. The locked door flew open and with it a rush of memories. “Come on,” I told my little girl. “You’re right, it’s too good a day to miss.”
Another decade passed. We were in the aftermath(余波) of a great war. All evening we had been asking our returned soldier, the youngest Patrick Boy, about his experiences as a prisoner of war. He had talked freely, but now for a long time he had been silent. What was he thinking of --- what dark and horrible things?
“Say!” A smile sipped out from his lips. “Do you remember --- no, of course you wouldn’t. It probably didn’t make the impression on you as it did on me.”
I hardly dared speak. “Remember what?”
“I used to think of that day a lot in POW camp (战俘营), when things weren’t too good. Do you remember the day we flew the kites?”
Mrs. Patrick was laughing guiltily because she thought________.
(A) she was too old to fly kites (B) her husband would make fun of her
(C) she should have been doing her how (D) supposed to the don’t game
58.58. What did the think after the kite-flying?
(A) The boys must have had more fun than the girls.
(B) They should have finished their work before playing.
(C) Her parents should spend more time with them.
(D) All the others must have forgotten that day.
59.59. Why did the writer finally agree to take her little girl for an outing?
(A) She suddenly remembered her duty as a mother.
(B) She was reminded of the day they flew kites.
(C) She had finished her work in the kitchen.
(D) She thought it was a great day to play outside.
60.60. The youngest Patrick boy is mentioned to show that ______.
(A) the writer was not alone in treasuring her fond memories
(B) his experience in POW camp threw a shadow over his life
(C) childhood friendship means so much to the writer
(D) people like him really changed a lot after the war