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  Statuses are marvelous human inventions that enable us to get along with one another and to determine where we“fit”in society. As we go about our everyday lives, we mentally attempt to place people in terms of their statuses. For example, we must judge whether the person in the library is a reader or a librarian, whether the telephone caller is a friend or a salesman, whether the unfamiliar person on our property is a thief or a meter reader, and so on.

  The statuses we assume often vary with the people we encounter, and change throughout life. Most of us can, at very high speed, assume the statuses that various situations require. Much of social interaction consisits of identifying and selecting among appropriate statuses and allowing other people to assume their statuses in relation to us. This means that we fit our actions to those of other people based on a constant mental process of appraisal and interpretation. Although some of us find the task more difficult than others, most of us perform it rather effortlessly.

  A status has been compared to ready-made clothes. Within certain limits the buyer can choose style and fabric. But an American is not free to choose the costume (服裝) of a Chinese peasant or that of a Hinduprince. We must choose from among the clothing presented by our society. Further more, our choice is limits to a size that will fit, as well as by out pocketbook (錢包). Having made a choice within these limits we can have certain alterations made, but apart from minor adjustments, we tend to be limited to what the stores have on their racks. Statuses too come ready made, and the range of choice among them is limited.

1.In the first paragraph, the writer tells us that statuses can help us ________.

[  ]

A.determine whether a person is fit for a certain job

B.behave appropriately in relation to other people

C.protect ourselves in unfamiliar situations

D.make friends with other people

2.According to the writer, people often assume different statuses ________.

[  ]

A.in order to identify themselves with others

B.in order to better identify others

C.as their mental processes change

D.as the situation changes

3.The word“appraisal”(Para. 2, Line 7) most probably means“ ________ ”.

[  ]

A.involvement
B.appreciation
C.assessment
D.presentation

4.In the last sentence of the second paragraph, the pronoun“it”refers to“ ________ ”.

[  ]

A.fitting our actions to shose of other people appropriately

B.identification of other people’s statuses

C.selecting one’s own statuses

D.constant mental process

5.By saying that“an American is not free to choose the costume of a Chinese peasant or that of a Hindu prince”(Para. 3, Lines 2-3), the writer means ________.

[  ]

A.different people have different styles of clothes

B.ready-made clothes may need alterations

C.statuses come ready made just like clothes

D.our choice of statuses is limited

答案:B;D;C;A;D
解析:

  1.B 第一段的大意是:身份是人類奇妙的發明,它使人恰當相處,幫助人們確定在社會中所“適合”的位置。日常生活中,我們頭腦里經常根據別人的身份試著判斷別人。例如,我們必須判別圖書館的這個人是讀者,還是圖書館管理人員,打來電話的人是朋友還是推銷商。登門拜訪的不速之客是小偷還是抄表工等等。從中可以看出身份幫助作出判斷,對自己,也對他人,因而在與人交往中,作出恰如其分的行為。應該說,B項符合題意。

  2.D 依據文章第二段第一行The statuses we assume often vary with the people we encounter, and change through life.說明我們采取的身份是隨著接觸的人的不同而改變,且一生都在變化。也就是說隨著情形場合的變化改變我們的身份。因此選擇項D符合題意,為正確答案。

  3.C 四個選擇項的意思分別是:A.卷入,涉及;包含;B.欣賞,感謝;C.評價,鑒定;D.重現,提出。該生詞出現在第二段第五行This means that we fit out actions to those of other people based on a constant mental process of appraisal and interpretation. 顯然這里涉及到一個動腦過程,在作出interpretation(解釋,闡述)之前自然需要評價或鑒定的環節。所以選擇項assessment應該是最為接近的詞義。

  4.A 該代詞出現的上下文應該是文章第二段第五行This means that we fit our actions to those of other people based on a constant mental process of appraisal and interpretation. Although some of us find the task more difficult than others, most of us perform it rather effortlessly.第一個句子我們在3題中已解釋過。在第二個句子中,“it”應該指代前面的“task”。而“task”最有可能指第一個句子中的主要成分,也就是“fit our actions to those of other people.”所以,A為正確選擇。

  5.D 依據文章第三段第一行A status has been compared to ready-made clothes. 以及文章最后一句Statuses too come ready made, and the range of choice among them is limited. 作者說“an American is not free to choose the costume of a Chinese peasant or that of a Hindu prince”(一個美國人并不能隨意選擇中國農民的衣服或者Hindu王子的服裝)。是說明身份的選擇是受限制的。故D對。


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科目:高中英語 來源:2011年普通高校招生考試浙江卷英語 題型:050

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  In the more and more competitive service industry it is no longer enugh pro? 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 reserches, that customers receiving good service will promote business by telling up to 12 other people; those treated 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(投資)a lot of money in information technology and sta? traming in order to cope with the “phone rage”-caused by delays in answering call, being cut off in mid-conversation or left waiting for long?

  “Many people do not like talking to machines,”days 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 then, 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.”

  Recommended ways of creating customer delight include:under-promising and over-delivbering(saying that a repair will be carried out within five hours, but getting it done tithin two? replacing a faulty prodect immediately; throwing in a gift voucher(購物禮券)as an unexpected “thank you”

  Reg? Customers; and always returning calls, even when they are compants.

  Aiming for customer delight is all very well, but if services do not? ach the haigh level promised, disappointment or worse will be the result.This can be eased by offering an apolgy and an explanation of why the wervice did not meet usual standards with empathy(for example,”I know how you must feel”), and possible solutions(replace ment, compensation or whatever fairness suggests best meets the case).

  Airlines face some of the toughtest challenges over customer care, Fierce competition has conviced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays? by weathe, unclaimed luggage and technical?

  For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times.They are trained to answer quickly,? their name, job title and a “we are here to help”attitude.The company has invested heavily in information technology to make sure that information is available instantly on screen.

  British Airways also says its customer care policies are applied within the company and staff are? each other as customers requiring the highest standards of service.

  Customer care is obiously here to stay and it would be a foolish company that used slpgznd? as we do as we please”.On the other hand, the more customers are promised, the greater the risk of disappointment.

(1)

We can learn from Paragraph 2that ________.

[  ]

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

(2)

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

(3)

What does the writer recommend to create customer delight?

[  ]

A.

Calling customers regular

B.

Gibing a “thank you “note.

C.

Delivering a quicker service.

D.

Promising more gifts.

(4)

If a manager shoud show his empathy(Paragraph 6), what would be probably say?

[  ]

A.

”I know how upset you must be.”

B.

”I appreciate your understandig.”

C.

”I'm sorry for the delay.”

D.

”I know it's our fault.”

(5)

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 a?

(6)

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 cuatomer.

C.

A company should promise less but do more in a competitive market.

D.

Customer delingt is more important for air lines then for banks.

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