【正文】 蘭州一中 202020201 高三年級 12 月月考 英 語 本試卷分為第 I卷（選擇題卷）和第 II卷（非選擇題卷）。滿分 120分，考試時間 100分鐘。 第 I卷 第一部分 閱讀理解 （共兩節(jié)，滿分 40分） 第一節(jié)（共 15小題，每題 2分，滿分 30分） 閱讀下列短文，從每題所給的 A,B,C,D 四個選項中選出最佳答案。 A Most of us are expecting highquality customer service in our daily life, but actually enjoying a happy purchase is easier said than done. Shoppers seldom plain to the manager or owner of a retail store, but instead they will alert their friends, relatives, coworkers, strangers— and anyone who will listen. Store managers are often the last to hear plaints, and often find out only when their regular customers decide to frequent their petitors, according to a study jointly conducted by Verde Group and Wharton School. “Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “ The store loses the customer, but the shopper must also find a replacement.” On average, every unhappy customer will plain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers. According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronic customers. The most mon plaints include filled parking lots, cluttered (塞滿了的 ) shelves, overloaded racks, outofstock items, long checkout lines, and rude salespeople. During peak shopping hours, some retailers solved parking problems by getting moonlighting (業(yè)余兼職的 ) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space. Retailers can relieve the headaches by redesigning store layouts, prestocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers. “Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.” Customers can also improve future shopping experiences by filing plaints to the retailer, instead of plaining to the rest of the world. Retailers are hardpressed to improve when they have no idea what is wrong. 1. Why are store managers often the last to hear plaints? A. Most customers won’t bother to plain even if they have had unhappy experiences. B. Customers have no easy access to store managers. C. Few customers believe the service will be improved. D. Customers would rather relate their unhappy experiences to people around them. 2. What does Paula imply by saying “the shopper must also find a replacement” ( Para. 4) A. New customers are bound to replace old ones. B. Most stores provide the same kind of service. C. Not plaining to manager causes the shopper some trouble too. D. It is not likely the shopper can find the same products in other stores. 3. Shop owners often hire moonlighting police as parking attendants so that shoppers________. A. can stay longer browsing in the store B. won’t have trouble parking their cars C. won’t have any worrier about security D. can find their cars easily after shopping 4. What contributes most to smoothing over issues with customers? A. Design of store layout. B. Hiring of efficient employees C. Huge supply of goods for sale. D. Manners of the salespeople. 5. To achieve better shopping experiences, customers are advised to ________. A. exert pressure on stores to improve their service B. voice their dissatisfaction to store managers directly C. settle their disputes with stores in a diplomatic D. shop around and make parisons between stores B The world39。s first hamburger doesn39。t e from where you think it es from. It wasn39。t invented in the United States, and it didn39。t originate in Germany. No, the world39。s first hamburger es from China. If you39。re scratching your head right now, you39。re not alone. But Chinese hamburgers are very real and they definitely predate the hamburgers we call our own in the . Known as rou jia mo, which translates to meat burger or meat sandwich, they consist of chopped meat inside a pitalike bun, and they39。ve been around