Have a look at the following question naire.（）

A.Here are the two originals of the contract we prepare

B. This is a copy of the sales confirmation

C.This is our standard contract

D.I’ll take over this contract and have my president look at it

E.Here is the contract for signatur

F.F. Please take one more look before you sign

tion on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good Factor. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:

Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say I don’t know, but it should always be followed up by but let me find out or possibly but this person will be able to assist you. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.

Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.

Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for.

1. The goal of customer service is to give customers an experience that meets their expectations.{T; F}

2. Leave your customer with an unanswered question is unacceptable.{T; F}

3. Both positive body language and negative body language are necessary in customer service.{T; F}

4. Eye contact is one of the most important aspects of positive body language.{T; F}

5. The underlined going the extra mile to help them in the last paragraph means going a long way to help them.{T; F}

are my paLook,this is a photo of my family. This is my grandfather and that is my grandmother.These are my parents,Jack and Mary.They’re teachers.Look at the boy.He is my brother Jim.Who’s this girl Oh,it’s me.My dog is in the picture,too. 根据短文内容，判断以下句子的正误，你认为正确的句子在题前括号内填“T”，错误的填“F”。 小题1:I’m a girl. 小题2:Jim is my sister. 小题3:I have a dog. 小题4:My parents are teachers. 小题5:My mother’s name is Jack.

AMPHIBIOUS ARCHITECTURE: FLOOD-PROOF HOME DESIGNS

Instead of trying to beat back the rising flood, innovative amphibious buildings can adapt to the rising flood. These buildings are ready for whatever Mother Nature might throw at them– even 10-foot floodwaters. Let's take a look at just two of them.

THE UK'S FIRST AMPHIBIOUS HOUSE

The UK's first amphibious house is located on the Thames River. And the first amphibious building in Britain will be completed soon. Baca Architects designed this home for a couple who wanted to live on a flood-prone island, an island easy to be attacked by floods, in the Thames River. This building is equipped with a terraced landscape. And this terraced landscape acts as an early warning system when the waters are rising. The terraces will be filled with water before the ‘wet dock’ under the house does, and then the home itself will slowly rise to stay above the water.

SOLAR POWERED FLOATING SCHOOL IN NIGERIA

Residents of Makoko in Nigeria have been building houses on stilts for generations. People there go from one house to another by canoe. As sea levels are rising, officials threaten to tear down the entire community. If these houses are tore down, 250,000 people will be homeless and have to look for a new place to live. Architects found a solution in floating structures with improved sanitation conditions. The first completed example is a three-storey solar-powered school.

This amazing floating school addresses social, physical and ecological needs. Built on top of 256 recycled blue barrels, the school buildings are made of triangular bamboo and wood. Makoko's residents made full use of their skills when building these structures. With three levels, the solar-powered high school has room for 100 local kids and recycles rainwater to flush the toilets. And the cost for the whole school structures was under $7,000.

1.Innovative amphibious buildings have adaptation to the rising flood. {T; F}

2.The first amphibious building in Britain has been completed. {T; F}

3.250,000 residents of Makoko in Nigeria will be homeless if officials tear down their houses. {T; F}

4.The first completed floating school has three floors. {T; F}

5.In the opinion of the writer, the cost for the floating school was quite high. {T; F}

阅读理解：根据文章内容，判断正误。

Lockwood Middle School

307 Main Street

Lockwood, NJ 51686

December 10, 2008

Mrs. Jody Coling

President

Lockwood Health Association

23 Main Street

Lockwood, NJ

Dear Mrs. Coling，

My name is Susan Harris and I am writing on behalf of the students at Lockwood Middle School.

Many students at the school have been working on a project which relates to the unemployment problem in Lockwood. You are invited to attend a presentation that will be held in the media room of the school. The students will present a variety of proposals to solve the problem.

At the presentation, there will be several students receiving recognition awards from the headmaster. Refreshments will also be available.

As you are a prominent figure in the community, we would be honored by your attendance. Our special presentation will be held on January 16th. Please reply by Monday the 9th of January to confirm your attendance at the function.

We look forward to seeing you there.

Sincerely,

Ms. Susan Harris

操作提示：正确选T，错误选F。

1. Susan Harris is writing on behalf of the teachers at Lockwood Middle School.{T; F}

2. The students have no ideas how to solve the unemployment problem in Lockwood.{T; F}

3. There will be several students receiving awards from the Headmaster at the presentation.{T; F}

4. Refreshments will not be served at the presentation.{T; F}

5. Mrs. Coling is a prominent figure in the community.{T; F}"

few things more than a uniform. Why are uniforms so __1__ in the United States？

Among the arguments for uniforms, one of the first is that in the eyes of most people they look more __2__ than civilian（百姓的）clothes. People have become conditioned to __3__ superior quality from a man who wears a uniform. The television repairman who wears a uniform. tends to __4__ more trust than one who appears in civilian clothes. Faith in the __5__ of a garage mechanic is increased by a uniform. What an easier way is there for a nurse, a policeman, a barber, or a waiter to __6__ professional identity（身份）than to step out of uniform？ Uniforms also have many __7__ benefits. They save on other clothes. They save on laundry bills. They are often more comfortable and more durable than civilian clothes.

Primary among the arguments against uniforms is their lack of variety and the consequent loss of __8__ experienced by people who must wear them. Though there are many types of uniforms,

the wearer of any particular type is generally stuck with it, without __9__, until retirement. When people look alike, they tend to think, speak, and act __10__, on the job at least.

[A]skill

[B]popular

[C]get

[D]change

[E]similarly

[F]professional

[G]character

[H]individuality

[I]inspire

[J]differently

[K]expect

[L]practical

[M]recall

[N]lose

[O]ordinary

and I get a lot of satisfaction from seeing a nondescript. shape turn into something almost lifelike,” he says.

［A］Graham has become increasingly busy, supplying flat-packed weathervanes to clients worldwide.

［B］Graham decided to concentrate his efforts on a weathervane business. He had served an apprenticeship as a precision engineer and had worked in that trade for 15 years when he and his wife, Liz, agreed to swap roles—she went out to work as an architectural assistant and he stayed at home to look after the children and build up the business.

［C］Last month, a local school was opened with his galleon ship weathervane hoisted above it.

［D］“For centuries, weathervanes have kept communities in touch with the elements, signaling those shifts in wind direction that bring about changes in the weather,” he explains.

［E］Graham has no plans for expansion, as he wants to keep the business as a rural craft.

［F］Graham has now perfected over 100 original designs. He works to very fine detail, always seeking approval for the design of the silhouette from the customer before proceeding with the hand-cutting.

Dear Mrs. Coling，

My name is Susan Harris and I am writing on behalf of the students at Lockwood Middle School.

Many students at the school have been working on a project which relates to the unemployment problem in Lockwood. You are invited to attend a presentation that will be held in the media room of the school. The students will present a variety of proposals to solve the problem.

At the presentation, there will be several students receiving recognition awards from the headmaster. Refreshments will also be available.

As you are a prominent figure in the community, we would be honored by your attendance. Our special presentation will be held on January 16th. Please reply by Monday the 9th of January to confirm your attendance at the function.

We look forward to seeing you there.

Sincerely,

Ms. Susan Harris

操作提示：正确选T，错误选F。

1. Susan Harris is writing on behalf of the teachers at Lockwood Middle School.()

2. The students have no ideas how to solve the unemployment problem in Lockwood.()

3. There will be several students receiving awards from the Headmaster at the presentation.()

4. Refreshments will not be served at the presentation.()

5. Mrs. Coling is a prominent figure in the community.()

A.watch

B.water

The police have begun to ______ the murder case, but in vain.

A、look into

B、look up

C、look out

D、look after