【正文】 roup 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 electronics 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.62. 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 would rather relate their unhappy experiences to people around them.　　C) Few customers believe the service will be improved.　　D) Customers have no easy access to store managers.63. What does Paula Courtney imply by saying “…the shopper must also find a replacement” (Line 2, Para. 4)　　A) New customers are bound to replace old ones.　　B) It is not likely the shopper can find the same products in other stores.　　C) Most stores provide the same kind of service.　　D) Not plaining to manager causes the shopper some trouble too.64. 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 shopping65. What contributes most to smoothing over issues with customers?　　A) Manners of the salespeople.　　B) Hiring of efficient employees　　C) Huge supply of goods for sale.　　D) Design of store layout.66. To achieve better shopping experiences, customers are advised to ________.　　A) exert pressure on stores to improve their service　　B) settle their disputes with stores in a diplomatic way　　C) voice their dissatisfaction to store managers directlyD) shop around and make parisons between stores這篇材料講的是超市改善服務的問題，按內(nèi)容可分為改善原因、改善內(nèi)容和改善方法三個部分。首先是停車場爆滿問題，作者建議雇用一些業(yè)余兼職的當?shù)鼐靵砉芾硗＼噲?getting moonlighting local police to work as parking attendants)，或者安排一些人使用旗子(flag wavers)進行指揮。D， 顧客很難見到商場經(jīng)理。C和D的說法在文中都完全找不到著落點，可以排除。其次來了解上下文環(huán)境。為什么重新尋找商場就是一種損失呢?是如同B所說的因為在其他商場里少有同樣的商品?還是如同C所說的各商場天下烏鴉一般黑，找到一家令顧客滿意的商場很難?都有可能，但在文中沒有任何有關(guān)的信息可以證明B或者C。C， 不會擔心任何安全問題。65. A 題目問哪一項最能化解和顧客的沖突。這個詞組出現(xiàn)在了下一段：Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly。上一題考查了倒數(shù)第二段，那么作為最后一題，只能考查最后一段了。 it’s called premature death.”57. Why does the author congratulate his male readers at the beginning of the passage?A) They are more likely to survive serious diseases today.B) Their average life span has been considerably extended.C) They have lived long enough to read this article.D) They are sure to enjoy a longer and happier life.58. What does the author state is the most important reason men die five years earlier on average than women?A) Men drink and smoke much more than women.B) Men don’t seek medical care as often as womenC) Men aren’t as cautious as women in face of danger.D) Men are more likely to suffer from fatal diseases.59. Which of the following best pletes the sentence “Geez, if it could happen to him, …” (Line2, Para. 8)?A) it could happen to me, tooB) I should avoid playing golfC) I should consider myself luckyD) it would be a big misfortune60. What does Dr. Ross Cartmill mean by “the ostrich approach” (Line 1, Para. 9)A) A casual attitude towards one’s health conditions.B) A new therapy for certain psychological problems.C) Refusal to get medical treatment for fear of the pain involved.D) Unwillingness to find out about one’s disease because of fear.61. What does Cartmill say about regular checkups for men?A) They may increase public expenses.B) They will save money in the long run.C) They may cause psychological strains on men.D) They will enable men to live as long as women.這篇文章的主要內(nèi)容是男性壽命短于女性的成因，作者在文中提出了自己的新穎觀點——男性看醫(yī)生的次數(shù)少于女性，并對此進來了論述。最后一段從看病成本上分析定期體檢的好處，指出從長遠來看，預防(體檢)的花費要低于得病后治療的花費。A，現(xiàn)在他們患重病而存活的幾率更高。D，他們一定會享受更長壽、快樂的生活。題目的關(guān)鍵信息是reason和most important，第二段提到了reason一詞，而這里講的也確實是題目所要求的原因。C， 我應該覺得自己幸運。 題目問Cartmill所說的the ostrich approach是什么意思。接下來文章講到男人們開始使用鴕鳥的方法，具體的方法如Cartmill所說：有些男人害怕可能有的東西(what might be there)，寧愿不知道(would rather not know)。 題目問關(guān)于男性定期體檢Cartmill是如何說的。文中確實有相關(guān)描述，原文為inevitable place strain on the public purse，意為給公共錢包(意即公共支出)增加壓力。這個說法勉強可以算是對第三點看法的考查，因為第三點里出現(xiàn)了death，與壽命有關(guān)。甚至簡單的Google搜索都能接觸到個人的秘密(a simple Google search can reveal what you think)。B，在21世紀，人們嘗試各種方