• 所属考试大学英语四级试题库
  • 试题题型【阅读理解 Section C】

    In recent years, Israeli consumers have grown more demanding as they’ve become wealthier and more worldly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning 极速快三官网 expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald’s and Pizza Hut are setting a new a standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline Israel. "Nobody wakes up in the morning and says, ‘Let’s be nicer,’" says Itsik Cohen, director of a consulting firm. "Nothing happens without competition."
  Privatization, or the threat of it, is a motivation as well. Monopolies (垄断者) that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls "the revengeful (报复的) consumer." When the government opened up competition with Bezaq, the phone company, its international branch lost 40 % of its market share, even while offering competitive rates. Says Perry, "People wanted revenge for all the years of bad service." The electric company, whose monopoly may be short-lived, has suddenly mopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the half-hour. The graceless El AI Airlines, which is already at auction (拍卖), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, "You can feel the change in the air." For the first time, praise outnumbers complaints on customer survey sheets.

1.[单选题]The example of El Al Airlines shows that_____.
  • A.revengeful customers are a threat to the monopoly of enterprises
  • B.an ad campaign is a way out for enterprises in financial difficulty
  • C.a good slogan has great potential for improving service
  • D.staff retraining is essential for better service
  • 解题思路:细节题。那个服务态度恶劣的航空公司的例子说明了员工的再培训对高水准服务是至关重要的,所以D与原文相符。
2.[单选题]In the author’s view, higher service standards are impossible in Israel_____.
  • A.if customer complaints go unnoticed by the management
  • B.unless foreign companies are introduced in greater numbers
  • C.if there’s no competition among companies
  • D.without strict routine of employees
  • 解题思路:细节推论题。首段末句,“Nothing happens without competition.”C项说,公司间不竞争,就不会有商标准服务,与原文相符。D项仅是竞争导致的一个结果。此题虽属细节题,但分析却要从主题角度高屋建瓴。
3.[单选题]Why did Bezaq’s international branch lose 40% of its market share?
  • A.Because the rates it offered were not competitive enough.
  • B.Because customers were dissatisfied with its past service.
  • C.Because the service offered by its competitors was far better.
  • D.Because it no longer received any support from the government.
  • 解题思路:推论题。文章说以色列服务水平提高是公司间的竞争引起的,而百扎克公司既已提供了竞争费仍失去了40%的市场,其原因是第二段第四句“people wanted revenge for all the years of bad service”,故B为答案。
4.[单选题]If someone in Israel today needs a repairman in case of a power failure, _____.
  • A.they can have if fixed in no time
  • B.it’s no longer necessary to make an appointment
  • C.the appointment takes only half a day to make
  • D.they only have to wait half an hour at most
  • 解题思路:细节推论题。文章倒数第三句,“Now appointments are scheduled to the half-hour.”A项“立刻修好”,B项“无需预约”都与原文不符,C项是过去的惯例,只有D项与原文相符。
5.[单选题]It may be inferred from the passage that_____.
  • A.customer service in Israel is now improving
  • B.wealthy Israeli customers are hard to please
  • C.the tourist industry has brought chain stores to Israel
  • D.Israeli customers prefer foreign products to domestic ones
  • 解题思路:推论题。文章讲述高水准竞争使以色列各个公司的服务都有了不同程度的提高,A项与原文是同义转述。
  • 参考答案:D,C,C,D,A