passage one

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If you’re a male and you’re reading this, congratulations! You’re a survivor. According to statistics, you’re more than twice as likely to die of skin cancer than a woman, an nine times more likely to die of AIDS. Assuming you make it to the end of your natural term, about 78 years for men in Australia, you’ll die on average five years before a woman.

There’re many reasons for this——typically, men take more risks than women and are more likely to drink and smoke——but perhaps more importantly, men don’t go to the doctor.

“Men aren’t seeing doctors as often as they should,” says Dr. Gullotta. “This is particularly so for the over-40s, when diseases tend to strike.”

Gullotta says a healthy man should visit the doctor every year or two. For those over 45, it should be at least once a year.

“When I finally saw him it had already spread and he has since died from lung cancer,” he says, “Earlier detection and treatment may not have cured him, but it would have prolonged(延长) his life.”

According to a recent survey, 95% of women aged between 15and early 402 see a doctor once a year, compared to 70% of men in the same age group.

“A lot of men think they’re invincible(不可战胜的),” Gullotta says. “They only come in when a friend drops dead on the golf course and they think, “Geez, if it could happen to him…”

Then there’s the ostrich approach. “Some men are scared of what might be there and would rather not know,” says Dr. Ross Cartmill.

“Most men get their cars serviced more regularly than they service their bodies,” Cartmill says. He believes most diseases that commonly affect men could be addressed by preventive check-ups.

Regular check-ups for men would inevitably place strain on the public purse, Cartmill says. “But prevention is cheaper in the long run than having to treat the diseases. Besides, the ultimate cost is far greater, it’s called premature death.”

57. Why does the author congratulate his male readers at the beginning of the passage? （推断）

A) They are more likely to survive serious diseases today. （无中生有）或者（自相矛盾，比女的更容易死）

B) Their average life span has been considerably extended. （无中生有）

C) They have lived long enough to read this article.

D) They are sure to enjoy a longer and happier life. （无中生有）

58. What does the author state is the most important reason men die five years earlier on average than women? （细节）

A) Men drink and smoke much more than women. （答非所问）

B) Men don’t seek medical care as often as women.

C) Men aren’t as cautious as women in face of danger. （无中生有）

D) Men are more likely to suffer from fatal diseases. （无中生有）

59. Which of the following best completes the sentence “Geez, if it could happen to him…”(Line 2, Para. 8)? （句子推断）

A) it could happen to me, too

C) I should consider myself lucky （肤浅）

B) I should avoid playing golf（肤浅）

D) it would be a big misfortune（肤浅）

60. What does Dr. Ross Cartmill mean by “the ostrich approach” (Line 1, Para. 9)? （句子推断）

A) A casual attitude towards one’s health conditions. （自相矛盾）

B) A new therapy for certain psychological problems. （无中生有）

C) Refusal to get medical treatment for fear of the pain involved. （无中生有）

D) Unwillingness to find out about one’s disease because of fear.

61. What does Cartmill say about regular check-ups for men?

A) They may increase public expenses. （肤浅）

B) They will save money in the long run.

C) They may cause psychological strains on men. （无中生有）

D) They will enable men to live as long as women. （推断过度）

passage two

High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done.

Shoppers seldom complain to the manager or owner of a retail store, but instead 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 entertain consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”

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 reviews. 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 electronics customers.

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

During peak shopping hours, some retailers solved the 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 cashers, 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 b 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.

62. 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.（肤浅）

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

C) Few customers believe the service will be improved. （无中生有）

D) Customers have no easy access to store managers. （无中生有）

63. What does Paula Courtney imply by saying “… the shopper must also find a replacement” (Line2, Para. 4)?

A) New customers are bound to replace old ones.

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

C) Most stores provide the same kind of services.

D) Not complaining to the manager causes the shopper some trouble too.

64. Shop owners often hire moonlighting police as parking attendants so that shoppers_______.

A) can stay longer browsing in the store. （无中生有）

B) won’t have trouble parking their cars.

C) won’t have any worries about security. （无中生有）

D) can find their cars easily after shopping. （无中生有）

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

A) Manners of the salespeople.

C) Huge supply of goods for sale.（答非所问）

B) Hiring of efficient employees. （无中生有）

D) Design of the store layout. （答非所问）

66. To achieve better shopping experiences, customers are advised to _________.

A) exert pressure on stores to improve their service （无中生有）

B) settle their disputes with stores in a diplomatic way （移花接木）

C) voice their dissatisfaction to store managers directly

D) shop around and make comparisons between stores （无中生有）