【正文】 ves, overloaded racks, outofstock items, long checkout lines, and rude salespeople. During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance climinated 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. 9 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 Pro fessor 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. 注意：此部分試題請在答題卡 2 上作答 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 D Not plaining to the 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 worries about security D can find their cars easily after shopping 65. 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 the 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 directly D shop around and make parisons between stores Part V Cloze Directions: There are 20 blanks in the following passage. For each blank there are four choices marked A,B,C,D on the right side of the paper. You should choose the ONE that best fits into the passage. Then mark the corresponding letter on answer sheet 2 with a single line through the centre. playing anized sports is such a mon experience in the United States that many children and teenagers that them for granted. This is especially true 67 children from families and munities that have the resources needed to anize and 68 sports programs and make sure that there is easy 69 to participation opportunities. Children in lowine families and poor munities are 70 likely to take anized youth sports for granted because they often 71 the resources needed to pay for participation 72, equipment, and transportation to practices and games 73 their munities do not have resources to build and 74 sports fields and facilities. Organized youth sports 75 appeared during the early 20th century in the United States and other wealthy nations. They were originally developed 76 some educators and developmental experts 77 that the behavior and character of children were 78 influenced by their social surrounding and everyday experiences. This 79 many people to believe that if you could anize the experiences of children in 80 ways, you could influence the kinds of adults that those children would bee. 10 This belief that the social 81 influenced a person’s overall development was very 82 to people interested in progress and reform in the United States 83 the beginning of the 20th century. It caused them to think about 84 they might control the experiences of children to 85 responsible and productive adults. They believed strongly that democracy depended on responsibility and that a 86 capitalist economy depended on the productivity of worker. 67. A. among B. within C. on D. towards 68. A. spread B. speed C. spur D. sponsor 69. A. access B. entrance C. chance D. route 70 A. little B. less C. more D. much 71. A. shrink B. tighten C. limit D. lack 72. A. bill B accounts C. fees D. fare 73. A. so B. as C. and D. but 74. A. maintain B. sustain C. contain D. entertain . last B. first C. later D. finally . before B. while C. until D. when . realized B. recalled C. expected D. exhibited . specifically B. excessively C. strongly D. exactly 79. A. moved B. conducted C. put D. led 80. A. precise B. precious C. particular D. peculiar . engagement B. environment tate D. status . encouraging B. disappointing C. upsetting D. surprising . for B. with C. over D. at . what B. how C. whatever D. however . multiply B. manufacture C. produce D. provide . growing B. breeding C. raising D. flying Part VI Translation Directions: Complete the sentences by translating into English the Chinese given in brackets. Please write your translation on answer sheet 2 researchers are painfully aware that there are many problems _that they haven’t found answers_to (他們至今還沒有答案 ) most parents are concerned about (大多數(shù)父母所關(guān)心的 ) is providing the best education possible for their children. ’d better take a sweater with you in case it turn(s) cold (以防天氣變冷 ) the project, many people have received training and