Passage Four
Questions 26 to 30 are based on the following passage:
In recent years, Israeli consumers have grown more demanding as they've become wealthier and more wordly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald's and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to "Have a nice day" has caught on all over israel. "Nobody wakes up in the morning and say, 'Let's be nicer,'" says Itsik Cohen, director of a consulting firm. "Nothing happens without competition."
Privatization, or the threat of it, is a motivation as well. Monopolies(壟斷者) that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls "the revengeful(報復的) consumer." When ghe government opened up competition with Bezaq, the phone company, its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, "People wanted revenge for all the years of bad service." The electric company, whose monopoly may be shortlived, has suddenly stopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the halfhour. The graceless EI Al Airlines, which is already at auction(拍賣), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, "You can f eel the change in the air." For the first time, praise out numbers complaints on customer survey sheets.
26.It may be inferred from the passage that _________ .
A) customer service in Israel is now improving
B) wealthy Israeli customers are hard to please
C) the tourist industry has brought chain stores to Israel
D) Israel customers prefer foreign products to domestic ones
27.In the author's view, higher service standards are impossible in Israel ________ .
A) if customer complaints go unnoticed by the management B) unless foreign companies are introduced in greater numbers
C) if there's no competition among companies D) without strict routine training of employees
28.If someone in Israel today needs a repairman in case of a power failure, _________ .
A) they can have it fixed in no time B) it's no longer necessary to make an appointment
C) the appointment takes only half a day to make D) they only have to wait half an hour at most
29.The example of El Al Airlines shows that ______________ .
A) revengeful customers are a threat to the monopoly of enterprises
B) an ad campaign is a way out for enterprises in financial difficulty
C) a good slogan has great potential for improving service
D) staff retraining is essential for better service
30.Why did Bezaq's international brance lose 40% of its market share?
A) Because the rates it offered were not competitive enough.
B) Because customers were dissatisfied with its past service.
C) Because the service offered by its competitors was far better.
D) Because it no longer received any support from the government.
Part Ⅲ Vocabulary and Structure (20 minutes)
Directions:There are 30 incomplete sentences in this part.For each sentence there are four choices marked A),B),C) and D).Choose the ONE answer that bestcompletes the sentence.Then mark the corresponding letter on the Answer Sheet with a single line through the centre.
31.Such crimes may be so complex that months or years go by before anyone ________ them.
A) discovered B) will discover C) would have discovered D) discovers
32.Though ______ in a big city, Peter always prefers to paint the primitive scenes of country life.
A) grown B) raised C) tended D) cultivated
33.The careless man received a ticket for speeding. He _______ have driven so fast.
A) can't B) wouldn't C) shouldn't D) mustn't
34.If people feel hopeless, they don't bother to _______ the skills they need to succeed.
A) adopt B) acquire C) accumulate D) assemble
35.If I _______ harder at school, I would be sitting in a comfortable office now.
A) worked B) were to work C) had worked D) were working
36.The shop assistant was dismissed as she was ________ of cheating customers .
A) accused B) charged C) scolded D) cursed
37.All her energies are __________ upon her children and she seems to have little time for anything else.
A) guided B) aimed C) directed D) focused
38.While crossing the mountain area, all the men carried guns lest they _________ by wild animals.
A) should be attacked B) had been attacked C) must be attacked D) would be attacked
39.Everyone should be ___________ to a decent standard of living and an opportunity to be educated.
A) attributed B) entitled C) identified D) justified
40.His wife is constantly finding __________ with him, which makes him very angry.
A) errors B) shortcomings C) fault D) flaw
41.Vitamins are complex ________ that the body requires in very small amounts .
A) matters B) materials C) particles D) substances
Questions 26 to 30 are based on the following passage:
In recent years, Israeli consumers have grown more demanding as they've become wealthier and more wordly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald's and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to "Have a nice day" has caught on all over israel. "Nobody wakes up in the morning and say, 'Let's be nicer,'" says Itsik Cohen, director of a consulting firm. "Nothing happens without competition."
Privatization, or the threat of it, is a motivation as well. Monopolies(壟斷者) that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls "the revengeful(報復的) consumer." When ghe government opened up competition with Bezaq, the phone company, its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, "People wanted revenge for all the years of bad service." The electric company, whose monopoly may be shortlived, has suddenly stopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the halfhour. The graceless EI Al Airlines, which is already at auction(拍賣), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, "You can f eel the change in the air." For the first time, praise out numbers complaints on customer survey sheets.
26.It may be inferred from the passage that _________ .
A) customer service in Israel is now improving
B) wealthy Israeli customers are hard to please
C) the tourist industry has brought chain stores to Israel
D) Israel customers prefer foreign products to domestic ones
27.In the author's view, higher service standards are impossible in Israel ________ .
A) if customer complaints go unnoticed by the management B) unless foreign companies are introduced in greater numbers
C) if there's no competition among companies D) without strict routine training of employees
28.If someone in Israel today needs a repairman in case of a power failure, _________ .
A) they can have it fixed in no time B) it's no longer necessary to make an appointment
C) the appointment takes only half a day to make D) they only have to wait half an hour at most
29.The example of El Al Airlines shows that ______________ .
A) revengeful customers are a threat to the monopoly of enterprises
B) an ad campaign is a way out for enterprises in financial difficulty
C) a good slogan has great potential for improving service
D) staff retraining is essential for better service
30.Why did Bezaq's international brance lose 40% of its market share?
A) Because the rates it offered were not competitive enough.
B) Because customers were dissatisfied with its past service.
C) Because the service offered by its competitors was far better.
D) Because it no longer received any support from the government.
Part Ⅲ Vocabulary and Structure (20 minutes)
Directions:There are 30 incomplete sentences in this part.For each sentence there are four choices marked A),B),C) and D).Choose the ONE answer that bestcompletes the sentence.Then mark the corresponding letter on the Answer Sheet with a single line through the centre.
31.Such crimes may be so complex that months or years go by before anyone ________ them.
A) discovered B) will discover C) would have discovered D) discovers
32.Though ______ in a big city, Peter always prefers to paint the primitive scenes of country life.
A) grown B) raised C) tended D) cultivated
33.The careless man received a ticket for speeding. He _______ have driven so fast.
A) can't B) wouldn't C) shouldn't D) mustn't
34.If people feel hopeless, they don't bother to _______ the skills they need to succeed.
A) adopt B) acquire C) accumulate D) assemble
35.If I _______ harder at school, I would be sitting in a comfortable office now.
A) worked B) were to work C) had worked D) were working
36.The shop assistant was dismissed as she was ________ of cheating customers .
A) accused B) charged C) scolded D) cursed
37.All her energies are __________ upon her children and she seems to have little time for anything else.
A) guided B) aimed C) directed D) focused
38.While crossing the mountain area, all the men carried guns lest they _________ by wild animals.
A) should be attacked B) had been attacked C) must be attacked D) would be attacked
39.Everyone should be ___________ to a decent standard of living and an opportunity to be educated.
A) attributed B) entitled C) identified D) justified
40.His wife is constantly finding __________ with him, which makes him very angry.
A) errors B) shortcomings C) fault D) flaw
41.Vitamins are complex ________ that the body requires in very small amounts .
A) matters B) materials C) particles D) substances