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The “swim-with-dolphins” tourist industry is becoming more popular every year with the increase of people’s income. After all, it can cost a large amount of money to have this kind of holiday experience. So tour operators try to place eager swimmers as near as possible to the dolphins by trying to predict where the dolphins will be.
Research has shown that while dolphins can move away if they do not want to interact (交流） with human swimmers, they do not like it at all if the swimmers slip into the water directly on top of them or if humans are in their path of travel. However, if swimmers enter the water to one side of them, the dolphins do not avoid the swimmers to the same extent.
In all cases, the dolphins seem to have become more sensitive to the presence of the swimmers. For dolphins, swimming amongst or with humans is not necessarily a high priority. This research has shown that only 19% of any group of dolphins will participate in interaction. Young dolphins are the most likely to interact; they do seem curious about being with humans. It is believed that they see humans as “entertainment” and that the interaction is a new and unusual experience for them.
It is frequently asked whether “swim-with-dolphins” tourism should be discontinued. The advice is that dolphins should be given enough periods of time throughout the day when they are not exposed to tourism. Permitted interactions should not be too disturbing to the dolphins since there could be mothers and calves (幼崽） present in dolphin groups. There should also be educational campaigns about the creatures and what is likely to cause danger to them.
It is not easy to explain to someone that they cannot fulfill their lifelong dreams because the dolphins are resting, or that a mother dolphin and calf are in the area. But if we are to enjoy these remarkable animals and not just use them for our entertainment, then we must carefully monitor the “swim-with-dolphins” industry worldwide.
1.What makes “swim-with-dolphins” tourism popular?
A. The local government’s encouragement.
B. The improvement of people’s living standard.
C. The increasing number of tourists.
D. The high profits of the industry.
2.Why are young dolphins more likely to swim with humans?
A. They do this out of curiosity.
B. They like humans better.
C. They are less sensitive.
D. They prefer new things by nature.
3.What does the author suggest the “swim-with-dolphins” industry do in Paragraph 4?
A. Make people know the hidden threat to dolphins.
B. Strictly limit the expansion of the industry.
C. Avoid interaction with young dolphins.
D. Expose dolphins to tourists only in the daytime.
4.What is the author’s attitude toward “swim-with-dolphins”?
A. Negative. B. Cautious.
C. Supportive. D. Optimistic.
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The “swim-with-dolphins” tourist industry is becoming more popular every year. After all, it can cost a large amount of money to have this kind of holiday experience. So tour operators try to place eager swimmers as near as possible to the dolphins by trying to predict where the dolphins will be.
Research has shown that while dolphins can move away if they do not want to interact (交流） with human swimmers, they do not like it at all if the swimmers slip into the water directly on top of them or if humans are in their path of travel. However, if swimmers enter the water to one side of them, the dolphins do not avoid the swimmers to the same extent.
In all cases, the dolphins seem to have become more sensitive to the presence of the swimmers. For dolphins, swimming amongst or with humans is not necessarily a high priority. This research has shown that only 19% of any group of dolphins will participate in interaction. Young dolphins are the most likely to interact; they do seem curious about being with humans. It is believed that they see humans as “entertainment” and that the interaction is a new and unusual experience for them.
It is frequently asked whether “swim-with-dolphins” tourism should be discontinued. The advice is that dolphins should be given enough periods of time throughout the day when they are not exposed to tourism. Permitted interactions should not be to
o disturbing to the dolphins since there could be mothers and calves (幼崽） present in dolphin groups. There should also be educational campaigns about the creatures and what is likely to cause danger to them.
It is not easy to explain to someone that they cannot fulfill their lifelong dreams because the dolphins are resting, or that a mother dolphin and calf are in the area. But if we are to enjoy these remarkable animals and not just use them for our entertainment, then we must carefully monitor the “swim-with-dolphins” industry worldwide.
1.What makes “swim-with-dolphins” tourism popular?
A. The local government’s encouragement.
B. The improvement of people’s living standard.
C. The increasing number of tourists.
D. The high profits of the industry.
2.Why are young dolphins more likely to swim with humans?
A. They do this out of curiosity.
B. They like humans better.
C. They are less sensitive.
D. They prefer new things by nature.
3.What does the author suggest the “ swim-with-dolphins” industry do in Paragraph 4?
A. Avoid interaction with young dolphins.
B. Strictly limit the expansion of the industry.
C. Make people know the hidden threat to dolphins.
D. Expose dolphins to tourists only in the daytime.
4.What can be inferred from the last sentence of the passage?
A. The industry has been a hot topic worldwide.
B. The industry aims to bring happiness to humans.
C. The industry enables humans to swim with dolphins.
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44. _____ the _____ of modern industry, the pollution is becoming more and more serious.
| A．With; developing | B．Under; development |
| C．With; development | D．Under; developing |
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Online shopping is becoming ___ rising industry for China, as the country is ___home to the world's largest online population．
A．不填;the B．a;the
C．the; 不填 D．a; 不填
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In the more and more competitive scrvice industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or order to keep and increase market share.
It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal
New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. 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 Marketng at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customet feel they know you and that you can trest— 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 camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regntlar 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 aplogy 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 faimess suggests best meets the case).
Airlines face some of the tourhest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems .
For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are trained to answer quickly ,with their name , job title and a “we are here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren.
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.
1.
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
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 attention
D. customers rely on their phones to obtain services
3.
What does the writer recommend to create delight?
A. Calling customers regularly B. Giving a “thank you” note.
C. Delivering a quicker service D. Promising more gifts.
4.
If a manager should show his empathy (Paragraph6), what would he 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.”
5.
Customer delight is important for airlines because ________.
A. their telephone style remains anchanged
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
6.
Which of the following is conveyed in this article?
A. Face-to-face service creatcs 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 airlines than for banks.
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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 researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 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 them .The aim is to make the customer feel they know you and that you can trust— 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(购物礼卷)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 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 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 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.
1.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 |
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.If a manager should show his empathy (Paragraph6), what would he 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.” |
4. 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 |
5.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 customers. |
| C．A company should promise less but do more in a competitive market. |
| D．Customer delight is more important for airlines than for banks. |
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语法填空。
With the1. (develop) of industry, air pollution is getting more and more serious. In Beijing, many people suffer different kinds of illnesses because 2. air pollution.
Air pollution is caused by the following 3.: about half of the problem is caused by vehicles. There are more and more cars, buses on the roads, and they give off 4._ (poison) gases. 25% of air pollution is caused by factories. Another factor is the smokers. Smoking not only does harm to their health 5. to others. 6.these, about 10%of air pollution is caused by other reasons.
We should take some measures to fight 7. pollution. New fuel can be used to take 8.place of gas. We can plant more trees. If everybody realizes the9._ (important) of environment and does something to stop pollution, the problem will 10._ (solve).
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With the1.(develop) of industry, air pollution is getting more and more serious. In Beijing, many people suffer different kinds of illnesses because2.air pollution.
Air pollution is caused by the following3.: about half of the problem is caused by vehicles. There are more and more cars, buses on the roads, and they give off4.(poison) gases. 25% of air pollution is caused by factories. Another factor is the smokers. Smoking not only does harm to their health5.to others.6.these, about 10%of air pollution is caused by other reasons.
We should take some measures to fight7.pollution. New fuel can be used to take8.place of gas. We can plant more trees. If everybody realizes the9.(important) of environment and does something to stop pollution, the problem will10.(solve).
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With the ____________ (develop) of industry, air pollution is getting more and more serious.
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With the (31)_____________ (develop) of industry, air pollution is getting more and more serious. In Beijing, many people (32)___________(suffering) from different kinds of (33) ___________ ( ill ) because of air pollution.
Air pollution is caused (34)_________ the following reasons: about half of the problem is caused by vehicles（车辆）. There are more and more cars, buses on the roads, and they give off (35)_________ (poison) gases. 25% of air pollution is caused by factories. Another (36)_________ (fact) is the smokers. Smoking not only does harm to their health but also to others’. (37)__________ these, about 10% of air pollution is caused by other reasons.
We should take some measures to fight (38)_____________ pollution. New fuel can be used to take the place of gas. We can plant more trees. If everybody realizes the importance of (39)___________(environment) protection and does something to stop pollution, the problem will (40)___________(solve).
o disturbing to the dolphins since there could be mothers and calves (幼崽） present in dolphin groups. There should also be educational campaigns about the creatures and what is likely to cause danger to them.