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High-quality customer service is told by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of retail (零售) store, but instead will alarm their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school. “Storytelling hurts retailers and entertains consumers.\the Verde group. \ On average, every unhappy customer will complain 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 reviews. The resulting \
According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots, messy and overloaded shelves, sold-out items, long check-out 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 got rid of 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, pre-stocking 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. \who aren't so friendly.\the store entrance would help.\
Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
66. Why are store managers often the last to hear complaints?
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A. Customers have no easy access to store managers. B. Few customers believe the service will be improved.
C. Customers would rather relate their unhappy experiences to others. D. Most customers won't bother to complain about unhappy experiences.
67. Shop owners often hire moonlighting police as parking attendants so that shoppers__________.
A. won't have trouble parking their cars B. won't have any worries about security C. can find their cars easily after shopping D. can stay longer looking around in the store 68. The underline word “confrontation” means ________.
A. comment B. consideration C. communication D. conflict 69. What contributes most to smoothing over problems with customers?
A. Design of the store layout. B. Manners of the salespeople. C. Hiring of efficient employees. D. Huge supply of goods for sale.
70. To achieve better shopping experiences, customers are advised to _________.
A. voice their dissatisfaction to store managers directly B. put pressure on stores to improve their service C. shop around and make comparisons between stores D. settle their disagreement with stores in a diplomatic way 第二节（共5小题；每小题2分，共10分）
根据短文内容，从短文后的七个选项中选出能填入空白处的最佳选项。选项中有两项为多余选项。
Friends
Just as a band or gang of superheroes needs members who have different talents and powers, a circle of friends should have exactly the same thing. 71 . They also help us to keep broader perspective on life. You need different types of friends in the same way that you need food
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from different food groups. The friend who is cooler than you
The world changes quickly and some people are just that little bit better at keeping up with what's hip (非常时尚的) than we are，like those friends who know that no one ever says \more, for instance. We like to be around these people, because they're a beacon of cool. Cool things just flock (成群) to them. These are the people who help you to open your eyes. 72 The friend who you long to be
Oprah Winfrey once said: \yourself with only people who are going to lift you higher\ 73 . This friend is only an important role model if they behave in ways that are genuine. They will see the best in you and give you important feedback on both your strengths and weaknesses. The friend who doesn't know any of your other friend
We like killing two birds with one stone by catching up with several groups of friends at once.
74 Therefore, he can offer objective advice so it is a bonus that your friendship exists without orbiting around your other ones. There is a level of privacy to this friendship that doesn't exist in friendship circles. It will be easier to share some of your hopes and dreams, fears and concerns knowing that they are not going to be discussed when you're not around. The friend who is painfully honest
Your friends will not always tell you what you want to hear, but they'll certainly tell you what you need to know if they are really that into you. 75 . They're also there to keep you away from mixing paisleys and stripes (麻烦事). They are those who do it with good intentions and for your own benefit.
A. When you meet troubles some friends are always away from us.
B. These people enrich your life by exposing you to things that may have otherwise have passed you by.
C. But there are times when you need to make a call to a friend who is completely uninvolved and removed from a situation.
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D. These people know you better than you know them and accept them unconditionally. E. It’s important to have diversity and to be able to look for support from a variety of sources. F. When you’ve got a crisis on your hands or need to make a quick decision they are your go-to. G. These people challenge you to be the best version of yourself.
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第四部分：书面表达（共两节，35分） 第一节 情景作文（20分）
假设你是李华，国家博物馆对外开放后，上周五你们年级组织了一次国博之行。请根据下图顺序给英语学习辅导报投稿，介绍此次参观活动的全过程。 注意：词数不少于60字。开头已给出。 提示词：国家博物馆 National Museum
Recently the National Museum has been opened to the public, which attracts thousands of people
in
our
country
every
day.
Last
Friday
，
____________________________________________
________________________________________________________________________________
（请务必将情景作文写在答题卡指定区域内）
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