【文章內(nèi)容簡介】 l about attracting and retaining(留住) customers. It sounds simple and achievable. But, ___50__, words of wisdom are soon forgotten. Once panies have attracted customers they often __51___ the second half of the story. In the excitement of beating off the petition, negotiating prices, securing orders, and delivering the product, managers tend to bee carried away. They forget what they regard as the boring side of business ___52___ that the customer remains a customer. ___53__ to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the average pany loses between 10 and 30 per cent of its customers every years. In constantly changing __54___ , this is not surprising. What is surprising is the fact that few panies have any idea how many customers they have lost. Only now are organizations beginning to wake up to those lost opportunities and calculate the __55___ implications. Cutting down the number of customers a pany loses can make a big ___56___ in its performance. Research in the US found that a five per cent decrease in the number of defecting(流失的) customers led to __57__ increases of between 25 and 85 per cent. In the US, Domino‘s Pizza estimates that a regular customer is worth more than $5,000 over ten years. A customer who receives a poor quality product or service on their first visit and __58__ never returns, is losing the pany thousands of dollars in __59__ profits (more if you consider how many people they are likely to tell about their bad experience). The logic behind cultivating customer ___60___ is impossible to deny. ―In practice most panies‘ marketing effort is focused on getting customers, with little attention paid to __61__ them‖, says Adrian Payne of Cornfield University‘ School of Management. ―Research suggests that there is a close relationship between retaining customers and making profits. __62__ customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price __63__ , and may provide free wordof –mouth advertising. Retaining customers also makes it __64__ for petitors to enter a market or increase their share of a market. 50. A. in particular B. in reality C. at least D. first of all 51. A. emphasize B. doubt C. overlook D. believe 52. A. denying B. ensuring C. arguing D. proving 53. A. Moving B. Hoping C. Starting D. Failing 54. A. markets B. tastes C. prices D. expenses 55. A. culture B. social C. financial D. economical 56. A. promise B. plan C. mistake D. difference 57. A. cost B. opportunity C. profit D. budget 58. A. as a result B. on the whole C. in conclusion D. on the contrary 59. B. potential C. extra D. reasonable 60. A. beliefs B. loyalty C. habits D. interest 61. A. altering B. understanding C. keeping D. attracting 62. A. Assumed B. Respected C. Established D. Unexpected63. A. agreeable B. flexible C. friendly D. sensitive 64. A. unfair B. difficult C. essential D. convenient 【答案】5054 BCBDA 5559CDCAB 6064BCCDB(10江蘇) Another person‘s enthusiasm was what set me moving toward the success I have person was my stepmother. I was nine years old when she enterd our home in rural Virginia. My father__36__me to her with these words:―I would like you to meet the fellow who is___37 for being the worst boy in this county and will probably start throwing rocks at you no ___38 than tomorrow morning.‖ My stepmother walked over to me, ___39 my head slightly upward,and looked me right in the she looked at my father and replied,―You are ___40 .This is not the worst boy at all, ___41 the smartest one who hasn‘t yet found an outlet釋放的途徑for his enthusiasm.‖ That statement began a(n) ___42 between one had ever called me smart,My family and neighbors had built me up in my ___43 as a bad boy . My stepmother changed all that. She changed many ___44 my father to go to a dental school,from which he graduated with moved our family into the county srat,where my father‘s career could be more ___45 and my brother and I could be better___46 . When I turned fourteen,she bought me a secondhand___47 and told me that she believed that I could bee a knew her ernthusiasm,I___48 it had alreadly improved our accepted her ___49 and began to write for local was doing the same kind of___50 that great day I went to interview Andrew Carnegie and received the task which became my life‘s work wasn‘t the ___51 beneficiary (受益者).My father became the ___52 man in brother and stepbrthers became a physician,a dentist,a lawyer,and a college president. What power __53 has!When that power is released to support the certainty of one‘s purpose and is ___54 strengthened by faith,it bees an irresistible不可抗拒的force which poverty and temporary defeat can never ___55 . You can municate that power to anyone who needs is probably the greatest work you can do with your enthusiasm. 40. 41. 42. 43. 44. 45. 46. 47. 48. 50. 51. 52. 53. 54. 55. 36選D爸爸把我介紹給了她 37選A因?yàn)槭亲顗牡暮⒆佣? no later than 表示不遲于 表示微微地抬了一下我的頭 你錯(cuò)了 前面有not 后面用but,不是最壞的而是最聰明的 這句話開始了我們之間的友誼用友誼說明關(guān)系的親密 我們弟兄們可以得到更好的教育 讓我開始寫作 我非常感激她的熱心 因此用writing 我不是唯一的受益者 不斷得到增強(qiáng) I met Mrs. Neidl in the ninth grade on a stagedesign team for a play and she was one of the directors. Almost instantly I loved her. She had an Unpleasant voice and a direct way of speaking, 36 she was encouraging and inspiring. For some reason, she was impressed with my work and me. Mrs. Neidl would ask