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, overloaded 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 cashiers, 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 by 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.

注意：此部分试题请在答题卡2上作答

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.

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

C Few customers believe the service will be improved.

D Customers have no easy access to store managers.

63. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, 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

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

B won’t have trouble parking their cars

C won’t have any worries about security

D can find their cars easily after shopping

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

A Manners of the salespeople

B Hiring of efficient employees

C Huge supply of goods for sale

D Design of the store layout.

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

A exert pressure on stores to improve their service

B settle their disputes with stores in a diplomatic way

C voice their dissatisfaction to store managers directly

D shop around and make comparisons between stores

 Part V                                          Cloze                          （15 minutes）

Directions: There are 20 blanks in the following passage. For each blank there are four choices marked [A], [B], [C]and [D] on the right side of the paper. You should choose the ONE that best fits into the passage. Then mark the corresponding letter on Answer Sheet 2 with a single line through the centre.

Playing organized sports is such a common experience in the United States that many children and teenagers that them for granted. This is especially true__67__children from families and communities that have the resources needed to organize and__68__sports programs and make sure that there is easy__69__to participation opportunities. Children in low-income families and poor communities are__70__likely to take organized youth sports for granted because they often__71__the resources needed to pay for participation__72__, equipment, and transportation to practices and games__73__ their communities do not have resources to build and__74__sports fields and facilities.

Organized youth sports__75__appeared during the early 20th century in the United States and other wealthy nations. They were originally developed__76__some educators and developmental experts__77__that the behavior and character of children were__78__influenced by their social surrounding and everyday experiences. This__79__many people to believe that if you could organize the experiences of children in__80__ways, you could influence the kinds of adults that those children would become.

This belief that the social__81__influenced a person’s overall development was very__82__to people interested in progress and reform in the United States__83__the beginning of the 20th century. It caused them to think about__84__they might control the experiences of children to__85__responsible and productive adults. They believed strongly that democracy depended on responsibility and that a__86__capitalist economy depended on the productivity of worker.

67. A. among  B. within  C. on  D. towards

68. A. spread  B. speed   C. spur  D. sponsor

69. A. access  B. entrance  C. chance D. route

70 A. little  B. less C. more D. much

71. A. shrink B. tighten C. limit D. lack

72. A. bill B accounts C. fees D. fare

73. A. so B. as C. and D. but

74. A