1、2011年浙江普通高等学校招生全国统一考试英语试卷与答案 单项选择 * Im sorry I didnt make it to your party last night . _ _.I know youre busy these days. A Of course B No kidding C Thats all right D Dont mention it 答案： C Ive been wating this report_for the last two weeks, but it has to be handed torrow A finally b immediately c oc
2、casionally d certainly 答案： C Even the best writers find themselves _for words A lose b lost c to lose d having lost 答案： B .The manager was worried about the press confence his assistant_in his place but ,luckily ,everything was going on smoothly 答案： C My schedule is very _right now ,but Ill try to f
3、it you in A tight b short c regular d flexible 答案： A - an I come and have a look at your new house -.Yes,_! A with pleasure B I like it C I quite agree D by all means 答案： D Anyway,I cant cheat him-its against all my_. A emotions B principles C regulations D opinions 答案： B If they win the final tonig
4、ht, the team are going to tour around the city _by their enthusiastic supporters. A being cheered B be cheered C To be cheered D Were cheered 答案： C I dont think I ll be able to go mountain climbing tomorrow _ A And how b How come c Hows it going d How about it 答案： B He decided that he would drive al
5、l the way home instead of _at a hotel for the night A putting down b putting off c putting on d putting up 答案： Hows your new babysitter We _ask for a better one , all our kids love her so much A should b might c mustnt d couldnt 答案： D A bank is the place _they lend you an umbrella in fair weather an
6、d ask for ask for it back when it Begins to rain. A when b that c where d there 答案： C Experts think that _recently discovered painting may be _ Picasso A the.不填 B a;the C a;不填 D the;a 答案： D Bats are surprsingly long lived creatyures some _a life span of around 20 A having B had C have D To have 答案：
7、A one Friday ,we were packing to leave for a weekend away _my daughter beard cries for belp A after B while C since D when 答案： D I always wanted to do the job which Id been trained _ A on B for C by D of 答案： B The school isnt the one I really wanted to go to ,but I suppose Ill just have to _it, A ma
8、ke the best of B get away fron C keep an eye on D cateh up with 答案： A Since people are fond of humor ,it is as welcorne in concerstion as _else A anything B something C anywhere D somethere 答案： C English is a language shared by several diverse cultures ,each of _uses it somewhat differently A which
9、B what C them D those, 答案： A The professor could tell by the _look in Mariss eyes that she didnt understand a single word of his lecture A cold B blank C mmosedl D beth 答案： B 完型填空 Although I love my life ,it hasnt been a lot of fun as Ive been ill for 28 year s Music has always been a great love of
10、mine and ,in my 20s,when my_21_was move manageable ,I 22 ten years as a professional singer in restaurant .playing and singing falk songs. 23 that was years ago and times have changed . _24_ I live with my mother on a country farm . Two years ago,I decided that I would need to love some kind of extr
11、a work to _25_ my disability pension (残疾抚恤金） ._26_ I needed to sleep in afternoons.I was limited in my _27_I decided that I would consider 28 to singing in restaurants. My family are all musicians ,so I was _29 when I went into our local music store .I explained that I waned to sing again but using
12、recurded knraoke music I knew that discs were very expensive and I really didnt have a lot of _30 to get started ,And 31 you find only three to four songs out of ten on a disc that you can _32_use. When I told the owner of the shop about my 33 ,he gave me a long use the gave me a long ,thoughtful _3
13、4_. “This means a lot to you , doesnt it be said . “Come with me.” He led me 35 the crowded shop and to a bench with a large professional karaoke box on it. He placed his large hand 36 on his treasure and said . “I have 800 karaoke songs in here. You can take your 37 and Ill record them for you .Tha
14、t should get you started.” I 38 . Thanking him, I made a time with him to listen to all the songs and choose 39 that I could sing . I have come full circle with his help. His 40 still warms my heart and makes me do just that bit extra , which I have the chance. 【小题 1】 A loneliness B sadness C tiredn
15、ess D sickness 【小题 2】 A set B enjoyed C kept D shared 【小题 3】 A Gladly B Eventually C Unfortunately D Surprisingly 【小题 4】 A Now B Then C Some time D Meanwhile 【小题 5】 A add up to B make up for C get nd of D take advantage of 【小题 6】 A If B As C Though D Before 【小题 7】 A movement B condition C choices D
16、positions 【小题 8】 A reaching out B living up C getting on D going back 【小题 9】 A recognized B interviewed C found D invited 【小题 10】 A money B time C energy D knowledge 【小题 11】 A thus B ones C seldom D often 【小题 12】 A actually B hardly C nearly D formerly 【小题 13】 A job B family C idea D offer 【小题 14】 A
17、 face B view C look D sight 【小题 15】 A over B along C towards D through 【小题 16】 A Unhappily B lovingly C pitifully D gratefully 【小题 17】 A pick B turn C role D step 【小题 18】 A had to cry B ought to cry C should have cried D could have cried 【小题 19】 A more B the ones C few D the rest 【小题 20】 A courage B
18、 devotion C kindness D rust 答案： 【小题 1】 D 【小题 1】 B 【小题 1】 C 【小题 1】 A 【小题 1】 B 【小题 1】 B 【小题 1】 C 【小题 1】 D 【小题 1】 A 【小题 1】 A 【小题 1】 D 【小题 1】 A 【小题 1】 C 【小题 1】 C 【小题 1】 D 【小题 1】 B 【小题 1】 A 【小题 1】 D 【小题 1】 B 【小题 1】 C 【文章大意】本文介绍一位残疾人在热心人的帮助下重新开始自己心爱的歌唱事业的情感故事。 【小题 1】 D 由下文 disability pension (残疾抚恤金）可知作者是一
19、个残疾人。选 sickness。 【小题 1】 由文章知道作者热爱唱歌，所以选 enjoyed。 【小题 1】 由下文可知 I live with my mother on a country farm .形成转折，作者残疾了。当然是 Unfortunately。 【小题 1】 现在作者和他的母亲住在一个农场了。 【小题 1】 作者残疾了，决定做额外的工作来弥补残疾补偿金的不足。 【小题 1】 考查连词。 as引导时间状语从句。当 时候。 【小题 1】 因为作者要睡觉，所以找的工作的机会就少了。 【小题 1】 因为工作机会少，作者原先在饭店唱歌，现在他想返回去唱歌挣钱。 【小题 1】 因为我的
20、家庭都是音乐人，作者本身带有音乐人的那些特指，当作者去当地的音乐商店，就被认出来了是音乐人。 【小题 1】 阅读理解 It was Saturday . As always, it was a busy one, for “Six days shall you labor and do all your work” was taken seriously back then. Outside,Father and Mr. Patrick next door were busy chopping firewood. Inside their own houses, Mother and Mrs.
21、 Patrick were engaged in spring cleaning. Somehow the boys had s lipped away to the back lot with their kites. Now, even at the risk of having Brother caught to beat carpets , they had sent him to the kitchen for string(线 ). It seemed there was no limit to the heights to which kites would fly today.
22、 My mother looked at the sitting room ,its furniture disorderd for a thorough sweeping, Agun she cast a look toward the window. “Come on, girls ! Lets take string to the boys and watch them On the way we met Mrs. Patrick, laughing guiltily as if she were doing something wrong, together with her girl
23、s. There never was such a day for flying kited! We played all our fresh string into the boys kites and they went up higher and higher .We could hardly distinguish the orange-colored spots of the kites. Now and then we slowly pulled one kite back, watching it dancing up and down it the wind, and fina
24、lly bringing it down to earth , just for the joy of sending it up again. Even our fathers dropped their tools and joined us. Our mothers took their turn, laughing like schoolgirls. I think we were all beside ourselves. Parents forgot their duty and their dignity; children forgot their everyday fight
25、s and little jealousies. “Perhaps its like this in the kingdom of heaven,” I thought confusedly. It was growing dark before we all walked sleepily back to house. I suppose we had some sort of supper. I suppose there must have been a surface tidying-up, for the house on Sunday looked clean and orderl
26、y enough. The strange thing was , we didnt mention that day afterward. I flt a little embarrassed .Surely none of the others had been as excited as I. I locked the memory up in that deepest part of me where we keep“the things that cannot be and yet they are.” The years went on, then one day I was hu
27、rrying about my kitchen in a city apartment, trying to get some work out of the way while my three-year-old insistently cried her desire to “go park ,see duck.” “I cant go!” I said. “I have this and this to do, and when Im through Ill be too tired to walk that for.” My mother , who was visiting us ,
28、 looked up from the peas she was shelling ,“Its a wonderful day,”she offered， “Really warm , yet theres a fine breczc . Do you remember that day we flew kites ” I stopped in my dash between stove and sink . The looked do or flew open and with it a rush of memories. “Come on.”I told my little girl. “
29、Youre right , its too good a day to miss.” Another decade passed. We were in the aftermath (余波 )of a great war. All evening we had been asking our returned soldier, the youngest Patrick Boy, about his experiences as a prisoner of war. He had talked freely , but now for a long time he had been silent
30、 . What was he thinking of what dark and horrible things “Say!” A smile slipped out from his lips . “Do you remember - no, of course you wouldnt . It probably didnt make the impression on you as it did on me.” I hardly dared speak.“Remember what ” “I used to think of that day a lot in POW camp(战俘营 )
31、, when things werent too good. Do you remember the day we flew the kites ” 【小题 1】 Mrs. Patrick was laughing guiltily because she thought . A she was too old to fly kites B her husband would make fun of her C she should have been doing her housework then D her girls werent supposed to play the boys g
32、ame 【小题 2】 By“we were all beside ourselves”, the writer means that they all . A felt confused B went wild with joy C looked on D forgot their fights 【小题 3】 What did the writer think after the kite-flying A The boys must have had more fun than the girls. B They should have finished their work before
33、playing. C Her parents should spend more time with them. D All the others must have forgotten that day. 【小题 4】 Why did the writer finally agree to take her little girl for an outing A She suddenly remembered her duty as a mother. B She was reminded of the day they flew kites. C She had finished her
34、work in the kitchen. D She thought it was a great day to play outside. 【小题 5】 The youngest Patrick Boy is mentioned to show that _ . A the writer was not alone in treasuring her fond memories B his experience in POW camp threw a shadow over his life C childhood friendship means so much to the writer
35、 D people like him really changed a lot after the war 答案： 【小题 1】 C 【小题 1】 B 【小题 1】 D 【小题 1】 B 【小题 1】 A In the more and more competitive scrvice industry , it is no longer enough to promise customrr satisfaction. Today , customer “delighi” is what companies are trying to achieve in or order to keep a
36、nd increase market share. It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who f
37、eel their complaints are handled fairly will stay loyal New llenges for customer care have come when peoplecan obtain goods and services through telephone call centers and the Intemet. For example , many companies now have to invest(投资 )a lot of money in information technology and staff training in
38、order to cope with the “phone rage”caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods. “Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketng at City University Business School. “Banks, for example, encourage s
39、taff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customet feel they know you and that you can trest the sort of comfortable feelings people have during face-to-face chats with their local branch manager.” Recommended ways of creat
40、ing customer delight include: under-promising and over-delivering (saying that a repair will be camed out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷 )as an unexpected “thank you” to regntlar customers ;and always retur
41、ning calls ,even when they are complaints. Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an aplogy and an explanation of why the service did not meet usual standards wit
42、h empathy (for example,“I know how you must feel”) , and possible solutions (replacement , compensation or whatever faimess suggests best meets the case). Airlines face some of the tourhest challenges over customer care . Fierce competition has convinced them that delighting passengers is an importa
43、nt marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems . For British Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are tr
44、ained to answer quickly ,with their name , job title and a “we are here to help” attitude. The company has investod heavily in information technology to make sure that infomation is available instantly on scren. British Airways also says its customer care policies are applied within the company and
45、staff are taught to regard each othe r as customers requiring the highest standards of service. Customer care is obviously here to stay and it would be a foolish company that used slogans such as we do as we please”. On the other hand , the more customers are promised, the greater the risk of disapp
46、ointment. 【小题 1】 We can learn from Paragraph 2 that . A complaining customers are hard to satisfy B unsatisfied customers receive better service C Satisfied customers catch more attention D well-treated customers promote business 【小题 2】 The writer mentions “phone rage”(Paragraph 3) to show that . A
47、customers often use phones to express their anger B people still prefer to buy goods online C customer care becomes more attention D customers rely on their phones to obtain services 【小题 3】 What does the writer recommend to create delight A Calling customers regularly B Giving a “thank you” note. C
48、Delivering a quicker service D Promising more gifts. 【小题 4】 If a manager should show his empathy (Paragraph6), what would he probably say A “I know how upset you must be.” B “I appreciate your understanding.” C “Im sorry for the delay.” D “I know its our fault.” 【小题 5】 Customer delight is important for airlines because . A their telephone style remains anchanged B they are more likely to meet with complaints C
