甘肃省兰州市重点高中2016届高三12月月考英语试题

兰州市高三上学期12月月考英语试题

本试卷分为第I 卷（选择题卷）和第II 卷（非选择题卷）。满分120分，考试时间100分钟。

第I 卷

第一部分 阅读理解 （共两节，满分40分）

第一节（共15小题，每题2分，满分30分）

阅读下列短文，从每题所给的A,B,C,D 四个选项中选出最佳答案。

A

Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead they will alert 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,‖ said Paula Courtney, President of 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 review. The resulting ―snowball effect‖ can be disastrous to retailers.

According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronic customers.

The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

During peak shopping hours, some retailers solved parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated 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.

―Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly,‖ said Professor Stephen Hoch. ―Maybe something as simple as a greeter at 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.

1. Why are store managers often the last to hear complaints?

A. Most customers won’t bother to complain even if they have had unhappy experiences.

B. Customers have no easy access to store managers.

C. Few customers believe the service will be improved.

D. Customers would rather relate their unhappy experiences to people around them.

2. What does Paula imply by saying ―the shopper must also find a replacement‖ ( Para. 4)

A. New customers are bound to replace old ones.

B. Most stores provide the same kind of service.

C. Not complaining to manager causes the shopper some trouble too.

D. It is not likely the shopper can find the same products in other stores.

3. Shop owners often hire moonlighting police as parking attendants so that shoppers________.

A. can stay longer browsing in the store B. won’t have trouble parking their cars

C. won’t have any worrier about security D. can find their cars easily after shopping

4. What contributes most to smoothing over issues with customers?

A. Design of store layout. B. Hiring of efficient employees

C. Huge supply of goods for sale. D. Manners of the salespeople.

5. To achieve better shopping experiences, customers are advised to ________.

A. exert pressure on stores to improve their service

B. voice their dissatisfaction to store managers directly

C. settle their disputes with stores in a diplomatic

D. shop around and make comparisons between stores

B

The world's first hamburger doesn't come from where you think it comes from. It wasn't invented in the United States, and it didn't originate in Germany. No, the world's first hamburger comes from China.

If you're scratching your head right now, you're not alone. But Chinese hamburgers are very real and they definitely predate the hamburgers we call our own in the U.S. Known as rou jia mo, which translates to around since the Qin Dynasty, from about 221 BC to 207 BC. Despite the differences between this Chinese street food and our American-style burgers, the rou jia mo has been called the world's first hamburger.

The rou jia mo originated in the Shanxi Province of China, and is now eaten all over the country. It's typically prepared and eaten on the street. The dough for the bun, or mo, consists of a simple mixture of wheat flour, water and maybe yeast. Of course recipes may vary, but this basic equation makes for a chewy and subtle pillow for the delicious filling. While the mo is traditionally baked in a clay oven, today it's often fried in a pan. They may look a little like Chinese steamed buns or baozi, but the dough for those are, of course, steamed, not baked or fried.

The meat filling might consist of chopped pork, beef, lamb or chicken that has been stewed with a variety of spices, like ginger, cloves, coriander and star anise. You might also find herbs like cilantro or greens like lettuce garnishing the sandwich.

6. What does the underlined word mean?

A. noodle B. food C. bread D. beverage

7. Which of the following is TRUE?

A. The mo people eat today is baked in a clay oven.

B. The world's first hamburger which was originated in the Shanxi Province of China is popular around the world.

C. The rou jia mo has a history of more than 2200 years.

D. The rou jia mo and American-style burgers share a similar cooking process.

8. What would be the best title for the passage?