48. What will the government most probably provide if it is engaged in a pump-priming program?
(A) Sums of money.
(B) Raw materials.
(C) Human resources.
(D) Media support.

44. In the writer’s opinion, Stevenson’s argument is _______. (A) one-sided (B) reasonable (C) puzzling (D) well-based

45. What is the real concern of the writer of this article? (A) The major causes of traffic accidents and car thefts. (B) The relationship between human and technology. (C) The shortcomings of digital devices we use. (D) The human unawareness of technical problems.

46.Bel is a from an English dictionary. Important words to learn:E Essential I improver A Advanced noun [C] DEVICE 1 A a piece of equipment which is used to cause liquid, air or gas to move from one place gas pump SHOE 2[USUALLY PLURAL]US (UK COURT SHOE) 8 type of plain shoe with a raised HEEL and no way of fastening it to the foot which is worn by women 3 [USUALLY PLURAL] type of flat shoe, like dance shoe when is worn by women 4 [USUALLY PLURAL]UK a flat•shoe made of heavy clothy os worn by children for doing sports. LIQUID/GAS 1 [T USUALLY•ADV/PREP] to force liquid or gas to move somewhere:our latest machine can pump a hundred gallors a minute , o The new wine is pumped into stirage tanks.o The heart pumos blood through the arteries/round the body. INFORMATION 2[T] INFORMAL to keep asking someone for information, especially in a way that is not direce:She was pumping me for details of the new projece. Idioms pump sb’s hand to SHAKE someone’s hand (=hold their hand and move it up and down, espacially In order to greet them)•pump lron INFORMAL to lift Heavy weights for exercise: These days both men and Women pump iron far fitnets. Pharsal verbs pump sth into sth to spend Money trying to make something operate succesfully: They had been pumpinh money into the business for some Years without seeing any results. Pump sth out(M)REMOVE 1 to remove water or other liquid from something using a pump:We took turns pumping out the boat.PRODUCE 2 INFORMAL DISAPPROVING to produce words or loud music in a way that is repeated, forceful and continuous: The government keeps pumping out the same old propaganda.O The car radio was pumping out music with a heacy beat. Pump out sth someone’s stomach is pumped out, a Poisonous substance is removed from it by being-sucked Through a tube. She had to go to hospital Stomach pumped out. Pump sth up [M] INFORMAL to make someone feel more contident or excited: He was offering them advince and trying to pump them up.O[R]The players were pumping themselves up by singing the national anthem, before the game. Pump sth up[M]1 to fill something with air using a pump: Have you pumped up the balloons yet?O I must pump the tyres up on my bike.2 INFORMAL to increase something by a large amount:The US was able to pump up exports.O Let’s pump up the tolume a bit! Pump-action /pamp ek/ n/ad ectiv descnbes a device which operates by forcing song especially air ,in or out of a closed space pump-action shotgun a pump action ming noun soec the of business ,programm etc do giving it money The is carding small,pump-priming grants to single moter who are starting their own businesses. Pun Noun a humorous use of a word or phrase which has several meanings or which sound like another word:she made a couple of dreadful This is a well-known joke based on a pun “What’s black and white and red all over A nepaper Verb to make a pun Punch Nou (c)a forceful hit with a fist (=closed hand) she gave him a punch lik on us in the nose e2 U the power to be interes on people ,I felt the performance speech presntation lacked punch DRnk 3 a cold or hot drink made by mixing fruit juices pieces of frut and often wine or other alcoholic drinks tool 4 a piece of equoce which cuts boles in a maena by pushing a piece of met through it a ticket punch have you seen the hole puneh anghere Verb(t) hit 1 to hit someone or something with your FIST (=closed hand);He punched him in the stomach.2 MALY US to hit with your fingers the bugins on a telephone or the kdys on a keys on a keyboard USE TOCL make a hole in something with a spscial place.???I was just punching in some hets of ?? .This belt\’s too big .I’ll have to punch an extra hole in it. Idioms punch sb’s lights out informal to hit someone repeatedly very hard punch the clock us to put a card into a special machine to record the times you amive at and leave work:After 17 years of punching the clock,he just disappeared one morning and was mever heard from again. What does the word “pump” mean in “He ran in every five minutes to pump me about the case”? (A) Talk with. (B) Ask for information. (C) Listen to. (D) Provide with evidence.

47. When Sally says “The TV program kept pumping out commercials”, she may be______. (A) excited (B) interested (C) annoyed (D) worried

49. When Sylvia says “His speech was OK but it had no real punch”, she thinks it was not_____. (A) fluent and impressive (B) logical and moving (C) informative and significant (D) interesting and powerful

50.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 woe 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 (投资) 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 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-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 voucher (购物礼券)as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints. Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case). Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them at 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. They are trained to answer quickly, with their names, 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 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. 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

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. (B) Gibing a “thank you “note.. (C) Delivering a quicker service. (D) Promising more gifts.

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