【英语】甘肃省兰州第一中学2016届高三12月月考

《【英语】甘肃省兰州第一中学2016届高三12月月考》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、兰州一中2015-2016-1高三年级12月月考英语本试卷分为第I卷（选择题卷）和第II卷（非选择题卷）。满分120分，考试时间100分钟。第I卷第一部分阅读理解（共两节，满分40分）第一节（共15小题，每题2分，满分30分）阅读下列短文，从每题所给的A,B,C,D四个选项中选出最佳答案。AMostofusareexpectinghigh-qualitycustomerserviceinourdailylife,butactuallyenjoyingahappypurchaseiseasiersaidthandone.　　Shoppersseldomcomplaintot

2、hemanagerorownerofaretailstore,butinsteadtheywillalerttheirfriends,relatives,co-workers,strangers—andanyonewhowilllisten.　　Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdeGrou

3、pandWhartonSchool.　　“Storytellinghurtsretailersandentertainsconsumers,”saidPaulaCourtney,PresidentoftheVerdeGroup.“Thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”　　Onaverage,everyunhappycustomerwillcomplaintoatleastfourothers,andwillnolongervisitthespecificstore.Foreveryd

4、issatisfiedcustomer,astorewillloseuptothreemoreduetonegativereview.Theresulting“snowballeffect”canbedisastroustoretailers.　　Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems.Rankedsecondandthirdweregroceryandelectroniccustomers.　　Themostcommoncomplaintsincludef

5、illedparkinglots,cluttered(塞满了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedparkingproblemsbygettingmoonlighting(业余兼职的)localpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspac

6、es.Thisguidanceeliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.11　Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhand

7、toanswerquestions.　　Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly,”saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentranc