本试卷分第I卷（选择题）和第II卷（非选择题）两部分，第I.doc

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1、本试卷分第I卷（选择题）和第II卷（非选择题）两部分，第I卷第1页至第7页，第II卷第7页至第8页。考试结束后，请将本试卷和答题卡一并交回。满分120分，考试用时100分钟。第I卷（选择题，共70分）注意事项：1．答题前，考生务必用黑色碳素笔将自己的姓名、准考证号、考场号、座位号在答题卡上填写清楚。2．每小题选出答案后，用2B铅笔把答题卡上对应题目的答案标号涂黑。如需改动，用橡皮擦干净后，再选涂其他答案标号。在试题卷上作答无效。第一部分：阅读理解（共两节，满分40分）第一节（共15小题；每小题2分，满分30分）阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题卡上将

2、该项涂黑。AOneoftheoddthingsaboutsomebusinessorganizationsisthattheyspendsomuchmoneyattractingnewcustomersbutspendsolittlekeepingthem.Itjustdoesn’tmakesense.However,takingcustomersforgrantedisaroutineinsomebusinessorganizations.Loyalcustomersareanorganization'sonlyprotectionagainstbankruptcy(破产),andlosin

3、gthembecauseofneglectorindifferenceisreallywrong.Notonlydosatisfiedcustomerscontinuetobuybythemselves,buttheyoftenencourageotherstobuy.Thisisadvertisingthatdoesn'tcostapenny.Althoughtherearealwaysproblemsingivinggoodservicetocustomers,maintainingtheirbusinessisn'tallthatdifficult.It'samatterofattitu

4、de,ofbelievingthateveryonewhobuysfromyouisentitledtothebesttreatmentyoucandeliver.Plusgivingjustalittlemorethanyouhaveto.Therearealwaysproblemsingivinggoodservicetocustomers.Thereason,ofcourse,isthatnoorganizationisperfect,andthere'smanyaslip:unreasonabledelaysinfillingorders,shippingthewronggoods,f

5、ailingtoanswerletterspromptly,andsoon.Sometimestheseerrorsorfailurescan'tbehelped.Forexample,ifyoucan'tgetpartsbecauseofmaterialshortagesoratransportationstrike,customersmaybedeniedthegoodsthey'veordered.Nomatterwhoisatfault,customerswhomyouvaluehighlyshouldgenerallybegiventhebenefitofthedoubt.Theol

6、dsayingthatallcustomersshouldbetreatedalikeisamyth.Customerswhorepeatedlyplacelargeordersandpayforthemwillnaturally,getmoreattentionthanthosewhobuyinfrequentlyandhavetobebadgeredtopaywhattheyowe.However,youhavetomaketheassumptionthatallcustomersaregoodunlessprovedotherwise.1.Fromthesecondparagraph,w

7、ecanknowthat____________.A.satisfiedcustomersshouldalwaysbewellservicedB.devotedcustomersarelifelinesofbusinessorganizationsC.companiescanemploycustomerstoadvertisetheirproductsD.itishardfororganizati