It all starts with a tree．In fact, it starts with several trees．Since the first modern guitars were made in northern Spain over 150 years ago, crafts persons have known the wood to be used is important in making a guitar.

Every guitar is made of several different kinds of wood．Each piece is carefully chosen and then cut to fit the part of the guitar for which it is designed．The most important part of a guitar is the soundboard--the piece of wood with a large hole that lies under the strings(弦,線)．Guitar makers are careful to make the soundboard just the right shape and thickness．Then they fix stripes（長(zhǎng)條）of wood across the inside in a special pattern, which helps strengthen the soundboard and improves the tone of the guitar.

Wood for the curvy (彎曲的) sides of the guitar must be soaked (浸濕) in water and bent over a hot iron pipe．When all the pieces of the guitar are ready, they are carefully stuck together with glue(膠水)．Special woodworking tools are used to shape and smooth the neck of the guitar．The craftsperson must make sure that the neck is perfectly centered over the soundboard.

Then it is time to use varnish(亮光漆)．This brings out the beauty of the wood．Varnish also improves the sound of the guitar but too much varnish makes the guitar sound flat and dull.

Finally guitar strings are attached and tightened to make just the right musical tones．Then it’s time to play a song．

67. The best title for this passage may be           .

    A. How to Make a Guitar                           B. What a Guitar Is Made of

    C. How to Play the Guitar                          D. Where to Find the Best Guitar

68. In order to make the soundboard strong,          .

    A. people tie strings to the top of it                                          

    B. stripes are stuck across the inside of wood

    C. a large hole is made in it                                                                                      

    D. several pieces of wood are glued together

69．Which of the following doesn’t affect the sound of a guitar?

     A. soundboard             B. strings                C. neck                     D. color

70. What will happen to the guitar if too much varnish is used to the wood?

    A. The beauty of the wood can’t be seen clearly.

    B. The sound of the guitar will be flat and dull.

    C. The tone of the guitar will be improved.

    D. A guitar will become thin.

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科目：高中英語(yǔ) 來源：2011年普通高校招生考試浙江卷英語(yǔ) 題型：050

閱讀理解

　　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(gòu)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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科目：高中英語(yǔ) 來源： 題型：閱讀理解

When Suzanne Kail, an English teacher at a public high school in Magnolia, Ohio, was told that she would be required to teach her students Latin and Greek word roots, she rolled her eyes. Kail believed in a progressive approach to education, in which active participation in meaningful learning was the most important. In an account of her experience in the English Journal, she wrote, “asking students to do rote memorization (機(jī)械記憶) was the opposite of what I believed in most.” Still, her department head insisted on it. She was sure her students wouldn’t like it, either.

Kail was surprised — as was anyone who took a look at the recent studies supporting the effectiveness of “old school” methods like memorizing math facts, reading aloud, practicing handwriting and so on. While the education world is all excited about so-called 21st-century skills like cooperation, problem solving and critical thinking, this research suggests that we might do well to add a strong dose (一劑) of the 19th century to our children’s schooling.

As soon as Kail began teaching her students the Greek and Latin origins of many English terms — that the root “sta” means “put in place or stand”, for example, and that “cess” means “to move or withdraw”— they eagerly began recognizing familiar words including the roots, like “statue” and “recess”. Kail’s students started using these terms in their writing, and many of them told her that their study of word roots helped them answer questions on the SAT and on Ohio’s state graduation exam. For her part, Kail reported that she no longer saw rote memorization as “evil”.

That’s also true of another old-fashioned method drilling math facts, like the multiplication table (乘法表). Although many progressive educators speak ill of what they call “drill and kill” (kill students’ love for learning, that is), rapid mental retrieval (檢索) of basic facts is required for doing more complex and more interesting kinds of math. The only way to achieve this, so far as anyone has been able to determine, is to practice and practice. Indeed, many experts have observed the wide gap between the math scores of American and Chinese students on international tests. Asian schools focus heavily on math facts. Failure to do so can effectively close off the higher realms (范圍) of mathematics — a study found that most errors made by students working on complex math problems were due to a lack of automaticity (自動(dòng)性) in basic math facts.

60. What did Suzanne Kail think was the most important in learning at first?

      A. Memorizing math facts.                                B. Problem solving ability.

       C. Students’ active participation                        D Studying word roots...

61. How does the study of word roots benefit students?

       A. It helps students build a large vocabulary more easily.

       B. It provides students with motivation for rote memorization.

       C. It helps students break up their conventional thinking.

       D. It gives students more knowledge about Greek and Latin.

62. Why is there a gap between the math scores of American and Chinese students?

       A. Because American students’ love for learning has been killed.

       B. Because American students are not very familiar with basic math facts.

       C. Because Chinese students have a higher math level than American students.

       D. Because Chinese students are becoming more creative than American students.

63. The author might NOT approve of             .

       A. using rote memorization                B. abandoning 21st-century methods

       C. practicing handwriting                     D. remembering basic math facts repeatedly

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