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一、單項選擇題(本大題共30小題，每小題2分，共60分)
1、 The implication of Language Input Theory gives to foreign language teaching is that language teaching should firstly pay attention to_________．A．a(chǎn) certain amount of language inputB．1anguage signC．1inguistic meaningD．1anguage use2、 This book ismore difficult for the students in Grade One．A．ratherB．quiteC．tooD．very3、 Which of the following statements does not belong to teaching activities?A．Survey and interview．B．Planning text structure．C．Impromptu speaking and discussion．D．Cooperative learning．4、一Which one of these do you want?—————————．Either will d0．A．I don’t mindB．I'm sureC．No problemD．Go ahead5、 Which of the following vowel is the rounded vowel?A．／i：／B．／u：／C．／i／D．／a：／6、請閱讀下面材料,完成第6-35小題。High-quality customer service is preached(宣揚)by many，but actually keeping customers happy is easier said than done．Shoppers seldom complain to the manager or owner of a retail store,but instead will alert their friends，relatives，co-workers，strangers and anyone who will listen．Store managers are often the last to hear complaints．a(chǎn)nd often find out only when their regular customers decide to frequent their competitors，according to a study joinfly conducted by Verde group and Wharton sch001．“Storytelling hurts retailers and entertains consumers，”said Paula Courtney，President of the Verde group．“the store loses the customer，but the shopper must also find a replacement．”O(jiān)n average，every unhappy customer will complain to at least four other，and will no longer visit the specific store．For every dissatisfied customer，a store will lose up to three more due to negative reviews．The resultin9“snowball effect”can be disastrous to retailers．According to the research，shoppers who purchased clothing encountered the most problems．Ranked second and third were grocery and electronics customers．The most common complaints include filled parking lots，cluttered(塞滿了的)shelves，over-loaded racks，out-of-stock items，long check—out lines，and rude salespeople．During peak shopping hours，some retailers solved the parking problems by getting moonlighting local police to work as parking attendants．Some hired flag wavers to direct customers to empty park-ing spaces．This guidance eliminated the need for customers to circle the parking lot endlessly，andavoided confrontation between those eveing the same parking space．Retailers can relieve the headaches by redesigning store layouts，pre·stocking sales items，hir- ing speedy and experienced cashiers，and having sales representatives on hand to answer questions．Most importantly，salespeople should be diplomatic and polite with angry customers． “Retailers who’re responsive and friendly are more likely to smooth over issues than those who arefl’t so friendly．”said Professor Stephen Hoch．“Maybe something as simple as a greeter at the store entrance would help．”Customers can also improve futun-shopping experiences by filing complaints to the retailer，in-stead of complaining to the rest of the world．Retailers ale hard-pressed to improve when they have no idea what is wrong．Why are store managers often the last to hear complaints?A．Most customers won’t bother to complain even if they have had unhappy experiences．B．Customers would rather relate their unhappy experiences to people around them．C．Few customers believe the service will be improved．D．Customers have no easy access to store managers．7、 What does Paula Courtney imply t,y sayin9“…the shopper must also find a replacement”f line 2，para．4)?A．New customers are bound to replace old ones．B．It is not likely the shopper can find the same products in other stores．C．Most stores provide the same kind of service．D．Not complaining to the manager causes the shopper some trouble too．8、 Shop owners‘often hire moonlighting police as parking aRendants so that shoppers__________．A．can stay longer browsing in the storeB．won’t have to trouble parking their carsC．won’t have any worries about securityD．can find their cars easily after shopping9、 What contributes most to smoothing over issues with customers?A．manners of the salespeopleB．hiring of efficient employeesC．huge supply of goods for saleD．design of the store layout．10、To achieve better shopping experiences，customers are advised to__________．A．exert pressure on stores to improve their ser．viceB．settle their disputes with stm‘es in a diplomatic wayC．voice their dissatisfaction to store managers directlyD．shop around and make comparisons between stores
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