Directions: In this part of the test, there are five passages. Following each passage, there are five questions with four choices marked A, B, C and D. Choose the best answer and then write the corresponding letter on your Answer Sheet.

Passage One

    I’m the Customer, I have lots of money and I’m going to spend it, Take care of me and I’ll take care of you, I’ll encourage my friends to come to see you,I’ll come back when I need more of what you sell, All you’ve got to do is to satisfy me.

    Not long ago,I needed new business telephone lines and numbers, I called and was greeted by one of the friendliest voices I’d ever heard,Immediately, I felt comfortable, The person thanked me and put me completely at ease.Her greeting was most effective.Yours can be,too.All you have to do is to be aware of the importance of greeting people and then learn some simple techniques;

    Thank customers for coming in,contacting you,or seeing you.This is not what a new receptionist did the last time I went into the dental office.I walked in and stood at the counter for at least a minute, She knew I was there, but she didn’t acknowledge me.Finally she looked up,showed no reaction-no smile,no warmth- and said,“Sign in!”Her inattentiveness left me feeling less than thrilled about being there.

    Tune the world out then in.Another technique is to tune the world out and customers in.How often do you talk to yourself when you should be focusing on your customers? It’s easy to do this and it can be damaging to customer relations.

    Good customer service isn’t just painting a smile on your face and performing certain action,People quickly see through thinly veiled attempts at niceness.

    Most people who work with people don’t really know what business they’re in.Most think they’re in business to deliver products or services,They don’t know they’re in business to give benefits to people.

    Many in retailing,telemarketing,medical offices,or other places where people spend money,don’t know how to identify the real needs customers have.How do you go about identifying people’s needs?First,understand people’s needs aren’t for the product or service,but for         what that will do for them.Customers don’t buy cars to have a vehicle to drive.They do it so they can keep up withe the Joneses,get good gas mileage,or save money.

    A most important part of your contact with customers will be to find out what their needs are -the payoff they want from what you sell.Ask open-ended questions.These call explanations because they contain the words who,what,where,why,when and how,Not only will these questions help you understand a person’s needs,you will also strengthen rapport by showing concern and listening.

Questions 1-5 are based on Passage One.

The first thing a man in customer service should do is to_______.

A. Greet the customer

B.paint a smile on his face

C.ask the customer to sign his name

D.understand the customer as an individual

In paragraph 3,the author gave the dental office example to show that_____.

A. Eye contact is essential in communication

B.acknowledging the customer is very important

C.good first impression helps a lot in doing business

D.smiling at the customer helps form a good relationship

What can be damaging to customer relations?

A. Listening to your customer attentively.

B.Tuning the world out and the customer in.

C.Welcoming your customer in a friendly manner.

D.Talking to yourself when you should focus on your customer.

According to the author,many people don’t know_____.

A.they are in business to give benefits to their customers

B.they are in business to offer services to their customers

C.where and how to identify their customers needs

D.when and why their customers spend their money

The word “payoff” in paragraph 8 is closest in meaning to______.  

A.payment you made

B.return on investment

C.wages you received

D.money from an insurance claim

Passage Two

    People have all kinds of obsessions - silly ,serious,and everything in between,The sheer diversity of these fascinations,from playing bridge(my personal obsession) to scanning the skies  for new planets,is one of the most beautiful things about humanity.And yet one person’s obsession doesn’t necessarily make for interesting reading for those of us who have never been bitten by that same bug.

    Mark Miodownik’s personal and professional obsession,as he explains in his book Stuff Matters,is basic materials we often takes for granted such as paper,glass,concrete,and steel -as well as new super -materials that will change our world in the decades ahead.I’m pleased to report that he is a witty, smart writer who has a great talent for imparting his love of this subject.As a result,Stuff Matters is a fun,accessible read .

    My favorite writer,the historian Vaclav Smil,also wrote a wonderful book on materials,but it’s completely different from Miodownik’s.Smil is a facts-and-numbers guy;he doesn’t bring any romance to his topic.Miodownik is the polar opposite,He’s heavy on romance and very light on numbers.

    Miodownik,an Oxford-trained materials scientist who has worked in some of the most advanced labs in the world ,discovered his obsession with materials in a bizarre way.When he was in high school in the 1980s,he was the victim of a random attack on a London Tube train,In his telling,instead of freaking out about the five-inch slash wound in his back,he fixated on the elegance of the attacker’s steel razor blade.”This tiny piece of steel,not much bigger than a postage stamp,had cut through five layers of my clothes, and then through he epidermis and dermis of my skin in one slash without any problem at all,”he writes.”Is was the birth of my obsession with materials.”

    Most of us have the luxury of not thinking much about steel-and not being attacked with a razor.But as Miodownik makes clear,steel is pretty magical.Its greatest virtue is that is doesn’t crack or break under tension,unlike iron,from which it is forged,Steel has been made by skilled blacksmiths dating back to ancient Roman times,but once inventors created a process for producing steel cheaply at industrial scale in the mid -19th century ,it became central to our lives-from our utensils to our transport to our built environment.

    Our nest century is likely to product even bigger material innovations.I live close to the longest floating bridge in the world,which,like so many big modern structures,is made from steel0reinforced concrete.That bridge has served Seattle well for more than a half century,but now it’s near the end of its lifespan.(From my yard I can see the construction crews  working on the bridge that will replace it.)According to Miodownik,future bridges many be built with a “self -healing concrete”that could save billions of dollars in repair and replacement costs.

    Self -healing concrete is a great study in material innovation.In highly sulfurous volcanic lakes that would burn human skin,scientists found incredibly resilient bacteria that can stay dormant in rock for decades ,You embed these bacteria in concrete with starch for them to consumer;when the concrete cracks and waters starts seeping in,the bacteria revive,find the starch,begin to replicate,and excrete minerals that seal up the crack.

Questions 6-10 are based on Passage One.

What does the writer say about obsessions?

A.They are varied and fascinating.

B.They are stupid but look beautiful.

C.They have something in common.

D.They help people to get away from being bitten by a bug.

What can we know about Mark Miodownik?

A.He is a friend of Vaclav Smil.

B.He is crazy about facts and numbers

C.He takes an interest in basic materials.

D.He values romance and numbers equally.

The story in paragraph 4 tells us that______.

A.the steel razor blade must be very blunt

B.Miodownik was inspired by the attacker’s steel razor blade

C.the steel razor blade had only cut through five layers of clothes

D.Miodownik fought with the attacker and got his steel razor blade

Steel is widely used in our daily life because______.

A.it doesn’t bend and rust,like iron

B.it has the magic power to break things

C.in the mid-19th century,it became central to our lives

D.technology has made it possible to product it cheaply

We can learn from this passage that self-healing concrete______.

A.is a kind of bacterial that can seal up the cracks of a bridge

B.is used in building the longest floating bridge in the world

C.will bring about a breakthrough in the construction field

D.will be used in the treatment of seriously burned skin

Passage Three

    A new stud y released just days after the U.S.House passed a bill that would prevent states from requiring labels on genetically modified foods reveals that GMO(genetically modified organism)labeling would not act as warning labels and scare consumers away from buying products with GM ingredients .The study,presented at the annual conference of the Agricultural and Applied Economies Association,held in     San Francisco on July 27,relies on five years of data(20043,2004,2008,2014and 2015)and includes 2012reponses to a representative,

statewide survey of Vermont residents.It focuses on the relationship between two primary questions:whether Vermonters are opposed to GMO ‘s in commercially available food products;and whether respondents thought products containing GMO ‘s should be labeled.

    Results showed no evidence that attitudes toward GMO ‘s are strengthened in either a positive or negative way due to a desire for labels that indicate for labels that indicate the product contains GM ingredients. On average across all five years of the study,60 percent of Vermonters reported being opposed to the use of GM technology in food production and 89 percent desired labeling of food products containing GM ingredients.These numbers have been increasing slightly since 2003.In 2015,the percentages were 63 and 92 percent,

respectively.

    Response varied slightly by demographic groups.For example,give a desire for positive GMO labels,opposition to GMO decreased in people with lower levels of education,in single parent households,and those earning the highest incomes.Opposition to GMO increase in men and people in the middle-income category.No changes were larger than three percentage points.

    “When you look at consumer opposition to the use of GM technologies in food and account for the label,we found that overall the label has no direct impact on opposition.And it increased support for GM in some demographic groups,”said Jane Kolodinsky,author of the study and professor and chair of the Department of Community Development and Applied Economies at the University of Vermont. “This was not what I hypothesized based on the reasoning behind the introduction of The Safe and Accurate Food Labeling.We didn’t find evidence that the labels will work as a warning.”

Questions 11-15 are based on Passage One.

We can know from paragraph 1 that_______.

A.the study recently released really on five successive years of data

B.the states would have the right to decide on labeling the GM foods

C.a survey was made among the residents in Vermont and San Francisco

D.GMO labeling would no longer be required on genetically modified foods

Results showed that_____.

A.attitudes toward GMO ‘s have changed slightly

B.less than half of Vermonters opposed the GM technology

C.in 2015.89% of Vermonters desired labeling of the GM foods

D.the desire for GMO labels greatly influences people’s attitudes

Given a desire for positive GMO labels ,more people______oppose GMO.

A.on high income

B.in their middle age

C.on middle income

D.with high levels of education

The word “hypothesized”in paragraph 4 is closest in meaning to_____.

A.asserted

B.assumed

C.perceived

D.concluded

We can infer from this passage that GM foods______.

A.are banned by the American government

B.have scared away most American consumers

C.have already arrived on American dinner tables

D.are welcomed by more and more American people

Passage Four

    When one looks back upon the fifteen hundred years that are the life span of the English language,he should be able to notice a number of significant truths.The history of our language has always been a history of constant change -at times a slow,almost imperceptible change,at other times a violent collision between two languages.our language has always been a living growing organism,it has never been static.

Another significant truth that emerges from such a study is that language at all times has been the possession not of one class or group but of many.At one extreme it has been the property of the common,ignorant folk,who have used it in the daily business of their living,much as they have used their animals or the kitchen pots and pans.At the other extreme it has been the treasure of those who have respected it as an instrument and a sign of civilization,and who have struggled by writing it down to give it some permanence,order,dignity,and if possible ,a little beauty.

    As we consider our changing language,we should note here two developments that are of special and immediate importance to us.One is that since the time of the Anglo-Saxons there has been an almost complete reversal of the different devices for showing the relationship of words in a sentence ,Anglo -Saxon(old English)was a language of many inflections.Modern English has few inflections.We must now depend largely on word order and function words to convey the meanings that the older language did by means of changes in the forms of words.Function words,you should understand.are words such as prepositions,conjunctions,and a few inflections,however,have survived.And when some word inflections come into conflict with word order,there may be trouble for the users of the language,as we shall see later when we turn our attention to such matters as WHO or WHOM and ME or I.The second fact we must consider is that as language itself changes,our attitudes toward ;language forms change also.The eighteenth century,for example,produced from various sources a tendency to fix the language into patterns no always set in and grew,until at the present time there is a strong tendency to restudy and re-evaluate language practices in terms of the ways in which people speak and write.

Questions 16-20 are based on Passage One.

The truth about the English language is that______.

A.it has usually undergone imperceptible changes

B.is has existed for fifty hundred years

C.it has been changing all the time

D.it has never changed

The English language has been______.

A.greatly influenced by some other language in its development

B.claimed to be sign of civilization on the common folk

C.regarded as the possession of the working class

D.treasured only by ordinary working people

The developments of the English language can be seen in the changes in_____.

A.spelling rules

B.sentence order

C.word meaning

D.word forms

The word “tendency”in paragraph 2i s closest in meaning to_______.

A.desire

B.attempt

C.inclination

D.requirement

The best title for the passage could be_______.

A.Our Changing Language

B.Some Features of Modern English

C.The History of the English Language

D.Our Attitudes toward the English Language

Passage Five

    Plastered on the wall of San Francisco ‘s main public are 50,000 index card,formerly entries in the library’s catalogue.The tomes they refer to may be becoming decorative,too.Not only can library patrons now search the collection online,they may also check out electronic books without visiting the library.For librarians, “e-lending”is a natural offer in the digital age.Publishers and booksellers fear it could unbind their business.

    Worries about the effect of libraries on the book trade are not new.But digital devices,which allow books to reach readers with case and speed,intensify them.As Brian Napack,president of Macmillan,a big publisher,put it in 2011,the fear is that someone who gets a library card will “never have to buy a book again”.

    A printed books can be borrowed only during opening hours and at the library,so many readers save themselves the hassle and buy their own copy.But e-lending is frictionless:any user with the right privileges can download a digital file instantly (at the end of the borrowing period it self-destructs).This raises big issues:must libraries buy many copies of an e-book,or just one？And what about security?A hacker who cracks the library’s system could pirate everything it holds.

    In publishers’ eyes librarians are “sitting close to Satan”,declared Phil Bradley,president of the Chartered Institute of Library and Information Professionals.He was addressing indignant librarians who recently gathered in London to swap tales of e-lending woe.Some publishers have refused to sell their e-books to public libraries,made them prohibitively costly or put severe restrictions on their use.

    Under copyright law,anyone who buys a printed book can lend or rent it,but the same does no apply to digital works,Libraries do not own these outright.Instead they must negotiate licensing deals for each book they want to lend.They put the e-collections on servers run by computer firms such as OverDrive and and 3M,which typically charge around ＄20,000 annually,plus a fee for each book.

    No country has a settled policy on e-lending.Britain has ordered a review,the results are expected soon.Other governments are waiting for publishers to set their terms.In America,where around three-quarters of public libraries lend e-books,each of the “big six”publishers has a different policy.Simon &Schuster refuses to make e-books available to public libraries at all.HarperCollins’s e-books expire after they have been lent 26 times.At the 80libraries where Penguin is offering a pilot e-lending program,licenses for its e-books expire after a year.Other publishers want to apply the limitations of printed books to digital ones.For example,some want public libraries to replace e-book periodically,just as they have to with real books that get dirty and torn.

Questions 21-25 are based on Passage One.

According to paragraph 1,publishers are afraid that_____.

A.E-lending will cut off their business

B.E-lending will facilitate their business

C.libraries will not buy scholarly books any longer

D.libraries will buy those heavy scholary books for decoration

The word “hassle”in paragraph 3 is closest in meaning to______.

A.harassment

B.quarrel

C.inconvenience

D.disagreement

By saying”librarians are ‘sitting close to Satan’”,publishers mean that______.

A.when librarians offer e-books they violate the rules in the publishing industry

B.what librarians have done has an adverse effect on the publishing industry

C.librarians are devils like Satan

D.librarians are befriending Satan

From paragraph 6 we can learn that______.

A.big publishes in America adopted different policies towards e-lending

B.many publishers would like to provide e-books to libraries freely

C.public libraries will have to pay more to buy e-books

D.public libraries will replace e-books periodically

The best title for this passage could be ______.

A.E-books to Replace P-boos

B.E-lending,an Essential Service

C.E-lending,a Natural Offer in the Modern Age

D.E-books,an Unexpected Twist for Public Libraries and Publishers