because of them that you get your pay checks. So do take your customers seriously.
38 You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆断）and think that you know what the customers want.
39 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way.
In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger completely. 40 Once they’ve finished speaking, try to calm them down by apologizing.
In a word, always remember that if the customers remain happy, you’ll be in business. A. Never interrupt or start speaking until they’ve finished. B. You can bring in as many new customers as you want.
C. So customer service is important and you should know how to improve it. D. Finding out the needs of the customers is another important customer service tip. E. Making customers feel they are important is an excellent way to serve them better.
F. It’s the quality of service that determines whether the customer remains with the company.
G. More companies are finding that their customer service should not be limited to stores.
第一节 完形填空 （共20小题；每小题1.5分，满分30分）
阅读下面短文，从短文后各题所给的四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。
John’s parents acquired the washer when he was a small boy. It happened during World War II. His family never 41 a washing machine and, since gasoline was expensive, they could not 42 trips to the laundry several miles away. eeping clothes 43 became a problem for young John’s household.
A family friend joined the army, and his wife 44 to go with him. John’s family 45 to store their furniture while they were away. To the family’s 46 , the friend suggested they use their Bendix. So this is how they 47 the washer.
Young John helped with the washing, and across the years he 48 a love for the old, green Bendix. But 49 the war ended. When the friends came to take it back, John grew terribly 50 . His mother 51 him and said. “You must remember, that machine 52 belonged to us in the first place. That we ever got to use it at all was a gift. So, instead of being mad at it being taken 53 , let’s use this 54 to be grateful that we had it at all.”
The lesson turned out 55 . Years later, John watched his eight-year-old daughter die a slow and painful death of leukemia (白血病). Though he 56 for months with her death, John could not begin getting over from the 57 until he remembered the old Bendix.
His daughter was a 58 . When he realized the simple fact, everything changed. He could now begin recovering from the death of his daughter. He started to see her as a marvelous gift that he was fortunate
enough to 59 for a time. He felt 60 . He found strength and recovery. He knew he could get through the valley of loss. 41. 42. 43. 44. 45. 46. 47. 48. 49. 50. 51. 52. 53. 54. 55. 56. 57. 58. 59 60.
A. A. A. A. A. A. A. A. A. A. A. A. A. A. A. A. A. A. A. A.
required afford good refused decided regret used produced finally upset encouraged once down chance important thought loss washer earn happy
B. B. B. B. B. B. B. B. B. B. B. B. B. B. B. B. B. B. B. B.
repaired have clean agreed offered excitement bought developed obviously hopeless comforted already away reasonable missed illness death spend grateful
C. C. C. C. C. C. C. C. C. C. C. C. C. C. C. C. C. C. C.
owned take warm considered expected sadness borrowed achieved peacefully confused taught hardly out event invaluable struggled difficulty gift share relaxed
D. D. D. D. D. D. D. D. D. D. D. D. D. D. D. D. D. D. D. D.
saw ride nice prepared promised astonishment got reduced immediately frightened explained never up treasure necessary forgot lesson loser live energetic
第II卷
注意：将答案写在答题卡上。写在本试卷上无效。
第二节 （
共10小题；每小
success C.
题1.5分，满分15分）
阅读下面材料，在空白处填入适当的内容 （不多于3个单词）或括号内单词的正确形式。
Singles’ Day falls on November 11th every year in China, 61 __________ is recognized as a day for people who have no girlfriend or boyfriend. Couples and lovers have Valentine’s Day in 62__________ (celebrate) of their love, but how about the singles? There must be a day they can celebrate even without a partner. That’s 63__________ people created Singles’ Day.
On Singles’ Day many singles choose to say goodbye to their single lives, 64__________ (attend) blind date parties, and some people even decide to get 65__________ (marry) with strangers. 66__________ this day has recently become more of a time for shopping, because many shops online will give customers great discount 67__________ (promote) their goods.
More and more people are 68__________ (will) to shop online to get what they want, and I am one of them. I just can’t help buying things 69__________ I need them or not. 70__________ (honest) speaking, some of the things that I bought have been put aside forever in my closet. 第四部分 写作 （共两节，满分35分）
第一节 短文改错 （共10小题；每小题1分，满分10分）
增加：在缺词处加一个漏字符号（/\\），并在其下面写出该加的词。 删除：把多余的词用斜线（\\）划掉。
修改：在错的词下划一横线，并在该词下面写出修改后的词。 注意：1.每处错误及其修改均仅限一词；
2.只允许修改10处，多者（从第十一处起）不计分。
The other day after work, I was walking down the street while I saw a boy riding a nice unicycle, one of those bicycle with only one wheel. Dressing in all pink from head to toe, he was singing a song which was sounded like a kid’s song. I thought he must be total crazy. Just then, a lady dropped 20-dollar bill on the ground, but he didn’t realize it and started to walk away. The guy in pink picked out the money and gave it back to her. After that, he rode on but soon disappeared before the lady could thank him. How a strange and good guy!
第二节 书面表达 （满分25分）
1. 确定新的学习目标； 2. 学会独立生活； 3. 参加各种活动； 4. 处理好与同学的关系。 注意：1. 短文的内容要连贯、完整；
2. 字数：100 左右(开头己给出的单词不计入单词总数）。
Preparing Myself for College Life
Hello, everyone! My college life is right around the corner and I’m getting ready for it.
________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ That’s all. Thank you!
英 语 听 力 做题时，先将答案标在试卷上。录音内容结束后，你将有两分钟的时间将试卷上的答案转涂到答题卡上。
第一节（共5小题；每小题1.5分，满分7.5分）
听下面5段对话。每段对话后有一个小题，从题中所给的A、B、C三个选项中选出最佳选项，并标在试卷的相应位置。听完每段对话后，你都有10秒钟的时间来回答有关小题和阅读下一小题。每段对话仅读一遍。
1. What does the man think of Smith?
A. Unlucky. B. Unbelievable. C. Terrible. 2. What is the thing the man fears most in his life?
A. Losing his job. B. Running into debts. C. Filling in forms. 3. What will the speakers probably do? A. Go to a beautiful park to see flowers. B. Go shopping in the east of the town. C. Walk along the street to look for roses. 4. Why will the man go to Australia? A. To go to look after his sick uncle. B. To set up a company of his own. C. To look for a better job on trading. 5. What can we know about the driver? A. He made a sharp turn suddenly. B. He hit a kid on a bicycle severely. C. He drove after drinking alcohol.
第二节（共15小题；每小题1.5分，满分22.5分）
听下面5段对话或独白。每段对话或独白后有几个小题，从题中所给的A、B、C三个选项中选出最佳选项，并标在试卷的相应位置。听每段对话或独白前，你将有时间阅读各个小题，每小题5秒钟；听完后，各小题将给出5秒钟的作答时间。每段对话或独白读两遍。 听第6段材料，回答第6、7题。 6. What is Fred?
A. A doctor. B. A teacher. C. A farmer. 7. What will the woman probably do next?
A. Turn the light on. B. Read Fred’s letter. C. Go to see her doctor. 听第7段材料, 回答第8、9题。
8. What are the two speakers talking about? A. A new kind of dustbin. B. A dustbin for used batteries. C. Ways to recycle used batteries.
9. What will the woman do tomorrow afternoon?
A. Go to attend a lecture. B. Go to have an exam. C. Go to buy batteries.
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