【正文】 cludes the historic Brew House. Then the tour continues to the modern Bevo Packaging Plant. The best will be the Budweiser Clydesdale stables. The tours are always free. ★Gateway Arch Designed by Eero Sarinen and Hannskari Bandel, it took over two years and 900 tons of stainless steel to build. It is the tallest of the country’s National Monuments. The Arch is part of the Jefferson National Expansion Memorial. About one million people per year e to the top of the Arch, where there is an observation platform providing a great view of the city. ★The St. Louis Zoo First version of the St. Louis Zoo opened in 1904 at the St. Louis World’s Fair, but now it has grown into one of the chief zoos in the world. The passenger train takes visitors around the Zoo, which contains over 9,000 animals of over 800 species. The Zoo is open every day but Christmas and New Year, with summer hours of 8 AM to 7 PM, and hours the rest of the year of 9 AM to 5 PM. Admission to the Zoo is free. 33. If you are interested in how to make beer, you can visit __________. A. Gateway Arch B. The St. Louis Zoo C. Anheuser Busch Brewery D. American Kennel Club Museum of the Dog 34. Which of the following statements about Gateway Arch is TRUE? A. It was designed by two famous Italian architects. B. People can see the city clearly on the top of the arch. C. It took 900 tons of stainless steel and cement to build. D. It is the largest of the country’s National Monuments. 35. If you plan to visit the St. Louis Zoo, you can go there _____. A. at 9:30 . on New Year’s Day B. at 5:30 . in winter C. at 8:30 . in summer D. at 5:00 . on Christmas Day 第二節(jié)（共 5小題；每小題 2分，滿分 10 分） 根據(jù)短文內(nèi)容，從短文后的選項中選出能填入空白處的最佳選項。 Customer service refers to the way that panies behave towards their customers. 36 However, many a time anizations don’t focus on customer relationship management, and that’s what mak es customers angry, which is one of the reasons why panies lose their customers. 37 First of all, you need to realize the great value of the customers. It’s they who are the boss, and it’s because of them that you get your pay checks. So do take your customers seriously. 38 You need to ask the customers the right kind of questions and think of the possible solutions which you can provide. Understand how they feel according to a particular situation, their body language, tone of voice and words they speak. Never make assumptions （臆斷） and think that you know what the customers want. 39 Treat customers as individuals and the best way to do that is using their first name and finding ways of praising them in a sincere way. In addition, there are some other skills which will help you in serving your customers better. For example, once you finish solving the problem for the customers, before ending the call, always remember to ask if there is anything else you can do for them. End the call with a “thank you”. If the customers are angry, let them express their anger pletely. 40 Once they’ve finished speaking, try to calm them down by apologizing. In a word, always remember that if the customers remain happy, you’ll be in business. A. Never interrupt or start speaking until they’ve finished. B. You can bring in as many new customers as you want. C. So customer service is important and you should know how to improve it. D. Finding out the needs of the customers is another important customer service tip. E. Making customers feel they are important is an excellent way to serve them better. F. It’s the quality of service that determines whether the customer remains with the pany. G. More panies are finding that their customer service should not be limited to stores. 第三部分 英語知識運用 （共兩節(jié)，滿分 45分） 第一節(jié) 完形填空 （共 20小題；每小題 ，滿分 30分） 閱讀下面短文，從短文后各題所給的四個選項（ A、 B、 C 和 D）中，選出可以填入空白處的最佳選項，并在答題卡上將該項涂黑。寫在本試卷上無效。 Singles’ Day falls on November 11th every year in China, 61 __________ is recognized as a day for people who have no girlfriend or boyfriend. Couples and lovers have Valentine’s Day in 62__________ (celebrate) of their love, but how about the . 51. A. encouraged B. forted C. taught D. explained 52. A. once B. already C. hardly D. never 53. A. down B. away C. out D. up 54. A. chance B. success C. event D. treasure 55. A. important B. reasonable C. invaluable D. necessary 56. A. thought B. missed C. struggled D. fot 57. A. loss B. illness C. difficulty D. lesson 58. A. washer B. death C. gift D. loser 59 A. earn B. spend C. share D. live 60. A. happy B. grateful C. relaxed D. energetic singles? There must be a day they can celebrate even without a partner. That’s 63__________ people created Singles’ Day. On Singles’ Day many singles choose to say goodbye to their