云南省曲靖市2014高考英语一轮 阅读理解训练题(2)

云南省曲靖市2014高考英语（阅读理解）一轮训练题（2）及答案

A

“Glad to find you so merry, my girls,” said a cheery voice at the door, and actors and audience turned to welcome a tall, motherly lady with a “Can I help you” look about her which was truly delightful. She was not elegantly dressed, but a noble-looking woman, and the girls thought the gray cloak（斗篷）and unfashionable bonnet（宽檐帽）covered the most splendid mother in the world.

“Well, dearies, how have you got on today? There was so much to do, getting the boxes ready to go tomorrow, that I didn’t come home to dinner. Has anyone called, Beth? How is your cold, Meg? Jo, you look tired to death. Come and kiss me, baby.”

While making these maternal（母性的）inquires, Mrs. March got her wet things off, her warm slippers on, and sitting down in the easy chair, drew Amy to her lap, preparing to enjoy the happiest hour of her busy day. The girls flew about, trying to make things comfortable, each in her own way. Meg arranged the tea table. Jo brought wood and set chairs, dropping, over-turning, and clattering everything she touched. Beth trotted (小跑) to and fro between parlor(客厅) and kitchen, quiet and busy, while Amy gave directions to everyone, as she sat with her hands folded.

As they gathered about the table, Mrs. March said, with a particularly happy face, “I’ve got a treat for you after supper.”

A quick, bright smile went round like a streak of sunshine. Beth clapped her hands, regardless of the biscuit she held, and Jo tossed up her napkin, crying, “A letter! A letter! Three cheers for Father!”

“Yes, a nice long letter. He is well, and thinks he shall get through the cold season better than we feared. He sends all sorts of loving wishes for Christmas, and an especial message to you girls,” said Mrs. March, patting her pocket as if she had got a treasure there.

“Hurry and get done! Don’t stop to quirk your little finger and simper (傻笑)over your plate, Amy,” cried Jo, choking on her tea and dropping her bread, butter

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side down, on the carpet in her haste to get at the treat.

Beth ate no more, but crept (蹑手蹑足地走) away to sit in her shadowy corner and brood (细想)over the delight to come, till the others were ready.

“I think it was so splendid in Father to go as chaplain（牧师）when he was too old to be drafted (被征入伍), and not strong enough for a soldier,” said Meg warmly.

“Don’t I wish I could go as a drummer? Or a nurse, so I could be near him and help him.” exclaimed Jo, with a groan

“It must be very disagreeable to sleep in a tent, and eat all sorts of bad-tasting things, and drink out of a tin mug,” sighed Amy.

“When will he come home, Marmee?” asked Beth, with a little quiver in her voice.

“Not for many months, dear, unless he is sick. He will stay and do his work faithfully as long as he can, and we won’t ask for him back a minute sooner than he can be spared. Now come and hear the letter.”

They all drew to the fire, Mother in the big chair with Beth at her feet, Meg and Amy perched on either arm of the chair, and Jo leaning on the back, where no one would see any sign of emotion if the letter should happen to be touching. Very few letters were written in those hard times that were not touching, especially those which fathers sent home. In this one little was said of the hardships endured, the dangers faced, or the homesickness conquered. It was a cheerful, hopeful letter, full of lively descriptions of camp life, marches, and military news, and only at the end did the writer’s heart overflow with fatherly love and longing for the little girls at home.

10. What did the girls do after their mother arrived home?

A. They asked her to make dinner. B. They told her about their day. C. They got boxes ready to go for the next day. D. They tried to make her comfortable.

11. The girls’ father had not been drafted because he ______________________. A. was too old B. had been injured C. was a chaplain D. had

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children

12. What was most likely keeping the girls’ father away from home?

A. A storm. B. A battle. C. A sickness. D. A job. 13. Why did Jo most likely sit with her back toward everyone while listening to the letter?

A. To show her sisters that she is angry B. So that she can sit more comfortably

C. So that she has enough light to read D. To hide her feelings from her sisters

14. The letter is compared to a treasure to show ____________________________. A. that mother was teasing the girls B. the value of the letter to the girls

C. that mother had money in her pocket D. the mother’s love for the girls 15. In paragraph 3, the word “inquiries” means ___________.

A. scolding B. questions C. lessons D. arrivals

参考答案 D A B D B B

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（2011·浙江卷）C

In the more and more competitive service industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or order to keep and increase market share.

It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. For example , many companies now have to invest(投资)a lot of money in information technology and staff

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training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.

“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketng at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customet feel they know you and that you can trest— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”

Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar customers ;and always returning calls ,even when they are complaints.

Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an aplogy and an explanation of why the service did not meet usual standards with empathy (for example,“I know how you must feel”) , and possible solutions (replacement , compensation or whatever faimess suggests best meets the case).

Airlines face some of the tourhest challenges over customer care . Fierce

competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems .

For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are trained to answer quickly ,with their name , job title and a “we are here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren.

British Airways also says its customer care policies are applied within the company and staff are

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