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C. happiness will fail to come to you if you can find a reason D. he is disappointed with his present situation
35. What is the best title for this passage?
A. Follow the Routine B. Two Extremes in Life C. Changes should be Expected
D. Weather Information C
Around 200 people who thought their only experience of the London 2012 Olympic Games would be minor heats of synchronized swimming （花样游泳） have received an unexpected change to the men's 100m final because of an embarrassing ticketing mistake.
The London 2012 Organizing Committee （Locog） confirmed on Wednesday that an error in its ticket selling had led to four synchronized swimming competitions being oversold by 10, 000 tickets.
Locog and its ticket agent spent the Christmas period contacting ticket holders and offering them alternatives that included the tickets they had applied for but unsuccessful. The changes need no additional cost. It has also offered to return any discrepancy （差额） if the new tickets cost less than the originals. Locog said the replacement tickets would come from a number of unsold seats across the Olympic Games and that it was doing all it could to make up the error to the fans who bought tickets.
Locog said the error occurred in the summer, between the first and second round of ticket sales, when a member of staff made a mistake, entering ―20,000‖ into the computer rather than the correct figure of 10,000 remaining tickets. The error was discovered when Locog checked the number of tickets that had been sold against the final seating numbers, and began contacting ticket holders before Christmas.
Thousands of ticket holders have already struck lucky, changing to tickets for major events including swimming and athletics finals, and in around 200 cases the hottest of all, the men‘s 100m final. Locog said the decision to award 100m final tickets was made because one of the synchronized swimming competitions was on the same afternoon as the event, August 5.
36. As a result of the ticketing mistake, about 200 people ____.
A. will luckily be able to watch the men‘s 100m final B. will not enjoy the synchronized swimming events C. will have to change their tickets to other games D. have applied for tickets to the men‘s 100m final
37. In order to solve the problem, the Locog ____.
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A. required the holders to return the tickets B. allowed the holders to apply for another ticket C. would charge the discrepancy for changing the tickets D. offered to change the tickets without any extra cost
38. The underlined word ―it‖ (Paragraph 3 ) refers to ____.
A. Locog C. the Olympic Games
B. the ticketing mistake
D. the additional cost
39. How many ticket holders will have to change their tickets?
A. 200.
B. 10,000.
C. 20,000. D. 30,000.
40. Which of the following is true according to the text?
A. The synchronized swimming is the hottest of the Olympics. B. Thousands of ticket holders refused to change their tickets. C. The men‘s 100m final will take place on August 5, 2012. D. The number of tickets for synchronized swimming is 10,000.
D
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer ―delight‖ is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of worse to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the ―phone rage‖— caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
―Many people do not like talking to machines,‖ says Dr, Storey, Senior Lecturer in Marketing at City University Business School. ―Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust them — the sort of comfortable feelings people have during face-to-face chats with their local branch manager.‖
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Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift coupon as an unexpected ―thank you‖ to regular customers; and always returning calls, even when they are complaints.
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. The Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as ―we do as we please‖. On the other hand, the more customers are promised, the greater the risk of disappointment. 41. We can learn from Paragraph 2 that _______. A. complaining customers are hard to satisfy B. unsatisfied customers receive better service C. satisfied customers catch more attention D. well-treated customers promote business
42. The writer mentions ―phone rage‖ (Paragraph 3) to show that ________. A. customers often use phones to express their anger B. people still prefer to buy goods online C. customer care becomes more demanding D. customers rely on their phones to obtain services 43. What does the writer recommend to create customer delight? A. Calling customers regularly. C. Delivering a quicker service.
B. Giving a ―thank you‖ note. D. Promising more gifts.
44. Customer delight is important for airlines because ________. A. their telephone style remains unchanged B. they are more likely to meet with complaints C. the services cost them a lot of money D. the policies can be applied to their staff
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45. Which of the following is conveyed in this article?
A. Face-to –face service creates comfortable feelings among customers. B. Companies that promise more will naturally attract more customers. C. A company should promise less but do more in a competitive market. D. Customer delight is more important for air lines than for banks. 第二节 信息匹配（共5小题；每小题2分，满分10分）
阅读下列应用文及相关信息，并按照要求匹配信息。请在答题卡上将对应题号的相应选项字母涂黑。 下面是一些CD的简要内容。请把相关的内容与购买者匹配起来。 This week‘s NEW MUSIC RELEASES A. The best of Keith Jarrett
The maestro of jazz piano continues to astound audiences around the world. This collection of his greatest work includes The Koln Concert, Part 1 and extracts from the Paris Concert as well. Excellent value and a must for all jazz lovers. ?12.99 ??? B. Richard Thompson 1980-2000
Thompson‘s stunning electric guitar playing, and his folk-rock songs, are gathered together on a 2-CD collection that shows the best of his work over the last two decades. ?18.99 ?? C. Richard Clayderman
French pianist known for his relaxing piano music, has this new collection out on CD. Ideal as a present for the person who likes relaxing background music. ? 9.99 ? D. The Monteverdi Vespers of 1610
This new recording of Monteverdi‘s great choral work is excellent with great singing from the Milton Keynes Chorus. Classical music lovers will want to add this one to their collections.
? 24.99 for the 2-CD set ??? E. The Best of Paco Pena
The great classical guitarist shows all his brilliance in this new collection. Works by Vila-Lobos and Haydn, amongst others. Great value at only ? 9.99 ?? F. Wynton Marsalis
The great jazz trumpeter (吹号手) has put together some of his best-known numbers and a few new pieces on this magical set. Perhaps not as classy as his last offering, but all jazz aficionados will want this one anyway. ? 13.99?
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? fair ? ? good ? ? ? excellent 请阅读下列人物的基本信息:
46. Carol Morgan likes many kinds of music, but her favo urite is jazz. The only music
she really doesn‘t like is piano music, even if it‘s jazz.
47. Mark Moloney doesn‘t care very much about music, but he does like to have soft, gentle music playing in his
flat sometimes. He isn‘t keen on classical or jazz music, but he likes piano playing.
48. Andrea Bolton likes all kinds of music, but her favorite instrument is electric guitar – she‘s a big fan of Eric
Clapton, for example. She also quite likes jazz and folk music.
49. Dave Stone only likes instrumental music – he never buys anything vocal (嗓音). He likes rock and pop, but
his preference is for classical music.
50. Sally prefers classical music to jazz and folk. As a teacher, she thinks choral art is the most operable art form
for the education of emotion and beauty appreciation. So she likes to enjoy songs performed by a chorus.
III 写作（共两节，满分40分）
第一节 基础写作（共1小题，满分15分）
近年来，我国校车安全事故频发，引发社会强烈关注与反思。请根据以下提示，写一篇有关我国校车安全情况的文章，向21st Century英文报投稿。
2011年11月16日上午，甘肃省庆阳市，一辆严重超载的幼儿园校车与大卡车事故回放 相撞，造成包括司机、1名老师以及19名幼儿在内的21人死亡。 社会影响 人们感到震惊和痛心，担心事故重演，呼吁政府采取行动。 政府措施 国务院于2012年4月5日颁布《校车安全管理条例》，并要求在各地施行。 决策意义 体现了对生命的关爱，有助于稳定社会。
【写作要求】
只能使用5个句子表达全部内容。
【评分标准】
句子结构准确，信息内容完整，篇章结构连贯
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