2011年普通高等学校招生全国统一考试浙江卷

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

51. 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 52. What does the writer recommend to create customer delight? A. Calling customers regular. C. Delivering a quicker service.

B. Gibing a “ thank you D. Promising more gifts.

“ note..

53. If a manager should show his empathy (Paragraph 6), what would be probably say? A. “ I know how upset you must be. B. ”“ I appreciate your understanding. C. “ I ' m sorry for the delay.

”D. “ I know it ' s our fault. ”

54. 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 55. Which of the following is conveyed in this article?

A. Face-to -ace 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 then for banks.

解析】

50. 答案 D 。本题要求我们在第二段中找答案，也就是说四个选项都是出现在此段，在看完第 段内容之后，其实对于文章整体的主题思想会有一个粗略的把握。第二段中出现了两类人， 一类人受到好的服务会跟其他 12 人讲，而受到差的服务的人就会跟 20 个人说，所以受到好 的服务的顾客会提升公司业绩。 51. 答案C。根据该词组的字面意思，手机的愤怒，很多学生会选择

A，但是看后文说了很多关

于手机服务受阻的情况，引起了顾客很多的抱怨，所以让商家明白，对顾客满意变得越来越 急需。 D B 选项是文中直接

表达的意思，他是事件的表面情况，显然这儿要你挖掘深层次的 含义。

52. 我们看到第五段，段首就是 recommended ways of creating customer delight include: 。 A 答案

很有迷惑性， 因为文本中出现 always returning calls ，但是这儿是回电话， 而不是主动打电话； B也有

出现，但是商家送更多的购物券作为

“ thank you note的代”词，也不对； D promising

more, 而文中是 under-promising ，所以选择 C， 就是此段括号部分的解释。 53. 答案A。此题相对比较简单，是信息寻找题。马上过度到第六段，找到

empathy，括号部分有

句话“I know how you must feel 相符。

'我，理解你的感受吗，与选项A 我知道你肯定很不开心 ”

54. 答案 B。第七段出现 airli nes, while there is great pote ntial for customer an ger over delays caused by weather,

unclaimed luggage and technical problems. Potential 是解题的词眼与 likely 对应。 55. 答案C。此题选用排除法。A D选项此篇文章并没有提到。

BC选项显然是两个截然不同的意

思，到底是承诺多做到的少能吸引顾客呢还是答应的少却做得多更能吸引顾客呢，再看文章 最后一句话 on the other

hand, the more customers are promised, the greater the risk of disappointment. 。

D

It was Saturday. As always, it was a busy one, for

“ Six days shall you labor and all your work

taken seriously back then. Outside, Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs. Patrick were engaged in spring cleaning.

Somehow the boys had slipped away to the back lot with their kites. Now, even at the risk of having

Brother caught to beat carpets, they had sent him to the kitchen for more string（ 线）. It seemed there was no limit to the heights to which kites would fly today.

My mother looked at the sitting room, its furniture disordered for a thorough sweeping. Again she cast a look toward the window. kites a minute.

On the way we met Mrs. Patric, laughing guiltily as if she were doing something wrong, together with her girls.

There n ever was such a day for flying kites! We played all our fresh stri ng into the boys es and they went up higher and higher. We could hardly distinguish the orange-colored spots of the kites. Now and the n we slowly pulled one kite back, watch ing it dancing up and dow n in the wind, and fin ally bringing it dow n to earth, just for the joy of sending it up aga in.

Eve n our fathers dropped their tools and joined us. Our mothers took their turn, laughi ng like

“ Come on, girls! Let th'ebsotyaskeansdtriwngattcoh them fly the

schoolgirls. I think we were all beside ourselves . Parents forgot their duty and their dignity; children forgot their everyday fights and li ttle jealousies. thought con fusedly.

It was grow ing dark before we all walked sleepily back to the housed. I suppose we had some sort of supper. I suppose there must have bee n surface tidy in g-up, for the house on Sun day looked clea n and orderly eno ugh. The stra nge thing was, we did n embarrassed.

Surely none of the others had bee n as excited as I. I locked the memory up in that deepest part of me where we keep “ the things that cannot be and yet they are.

”

' t men tio n that day afterward. I felt a little “ Perhaps it ' s like this in the kingdom of heaven,

The years went on, the n one day I was hurry ing about my kitche n in a city apartme nt, trying to get some work out of the way while my three-year- old insistently cried her desire to

\

w far. ”

My mother, who was visiting us, looked up from the peas she was shelling. she offered, \

' s aybiertereezeb erothat day we flew kites?

\”

“ go park, see duck.

' m through I ' ll be too tired to

I stopped in my dash betwee n stove and sink. The locked door flew ope n and with it a rush of memories. \” I told my little girl.

\

Another decade passed. We were in the aftermath（余波）of a great war. All evening we had been asking our returned soldier, the youngest Patrick Boy, about his experiences as a prisoner of war. He had

talked freely, but now for a long time he had bee n sile nt. What was he thinking of --- what dark and horrible thin gs?

\” A smile sipped out from his lips.

\

' t. It

probably didn ' t make the impression on you as it did on me.

I hardly dared speak. “ Remember what? ”

“I used to think of that day a lot in POW camp （战俘营 ）, when things weren 't too good. Do you

remember the day we flew the kites?

”

56. Mrs. Patrick was laughing guiltily because she thought ____ . A. she was too old to fly kites

B. her husband would make fun of her

C. she should have been doing her how D. supposed to the don ' t game

57. By “ we were all beside ourselves writer means that they all ____ . A. felt confused B. went wild with joy 58. What did the think after the kite-flying? A. The boys must have had more fun than the girls. B. They should have finished their work before playing. C. Her parents should spend more time with them. D. All the others must have forgotten that day.

59. Why did the writer finally agree to take her little girl for an outing? A. She suddenly remembered her duty as a mother. B. She was reminded of the day they flew kites. C. She had finished her work in the kitchen. D. She thought it was a great day to play outside. 60. The youngest Patrick boy is mentioned to show that __ . A. the writer was not alone in treasuring her fond memories B. his experience in POW camp threw a shadow over his life C. childhood friendship means so much to the writer D. people like him really changed a lot after the war

C. looked on D. forgot their fights

解析】

56.答案C。细节分析题。找到文中出现 laughing guilty的上下文，原本大人们都在热火朝天地

spring clean，Mrs Patrick ，“ Come on, girls! Let 's take sting to the boys and watch them fly the kites a minute. ” On the way we met Mrs. Patrick, Iaughing guiltily as if she were doing something wrong, together with her girls. 大人和小孩一起放风筝，把家务放在一边，所以感到很罪过。

57. 答案 B。解答此题联系后文， parents forgot their duty and their dignity; children forgot their

everyday fights and little jealousies, 可以看出大人小孩放风筝的时候都很 high, 几近疯狂。 58. 答案D。如果只看完第六段就做此题的话，很容易误选

D，因为此段中大人小孩玩得很疯，

很多学生很容易先入为主，想当然地表达 “父母应该多陪孩子”的思想。但是我们看第七段， “The strange thing was, we didn

't mention that day afterward I felt a little embarrassed .Surely none

of the of the others had been as excited as I. 作者认为，只有”他一个人还记得当初那个放风筝的 美好时刻，而其

他人都忘记了，所以选 D。

59. 答案B。原本这位母亲用各种借口来推脱孩子想去外面玩的要求，但是当母亲的母亲回忆起 当日那个放风筝的日子时，

往日美好的场景开始充斥这位母亲的思绪， 所以她欣然答应外出。

60. 答案A。第七段作者觉得只有自己还封存着那个美好的饿回忆，自己是孤单的，但是这个从

战场回来的男孩，却也是靠着那个美好的回忆在战俘营中生存了下来，所以 个人在珍惜那段记忆。 【点评】

A，作者不是一

今年阅读理解虽然减少了一篇，但语篇平均长度明显增加，深度阅读理解的能力要求明显提 高，因而阅读理解部分难度有所增。第一节中，所选语篇注重思想内涵和文化意识。

A 篇讨论了

人与现代科技的关系。 B 篇是有关“查词典”的试题，旨在考查学生运用工具书获取信息和解决 问题的能力。C篇阐述了顾客的满意度对企业发展的重要作用。 D篇通过回顾儿时放风筝的经历， 讲述了童年的美好回忆对成年生活的深刻影响。在设问方面，理解通篇文章和推测深层含义的综 合性试题有所增加，如注重考查文章的主旨要义，重视语篇中所蕴含的作者意图、观点和态度， 品味字里行间蕴含的深刻含义，对修辞的考查等，以考查学生对较长语篇的理解能力。

第二节：下面文章中有 5处（第 61~65 题）需要添加小标题。请从以下选项（ A、B、C、D、E

和F）中选出符合各段意思的小标题，并在答题纸上将相应选项的标号涂黑。选项中有一项是多 余选项。

A. Leadership B. Conflict Solving C. Open Communication

D. Respect to All Team Members E. Measuring Progress against Goals F. Common Goals with Challenging Target

Team Building Means More Than Throwing a Few People Together

“ Teamworking ” is found every where within just about every organization. You can ' t get a

from “ teams ” that are supposed to be able to create something that is greater that the sum of its parts. Or so the theory goes.

There are five measures that need to be taken before you can get the most out of a team: 61. ______

There must be a clear reason for the team to exist. And all the members should realize the value and significance of what they are going to do. What they are hoping to achieve should be something achievable but at the same time tough and inspiring enough to attract the members and keep their motivation alive. What is more, they should also be well prepared for the possible difficulties they may come across in the process. 62. ______