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　　甘肃省兰州第一中学2016届高三12月月考英语试题（解析版）
　　本试卷分为第I卷（选择题卷）和第II卷（非选择题卷）。满分120分，考试时间100分钟。
　　第I卷
　　第一部分   阅读理解 （共两节，满分40分）
　　第一节（共15小题，每题2分，满分30分）
　　阅读下列短文，从每题所给的A,B,C,D四个选项中选出最佳答案。
　　A
　　Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.
　　Shoppers seldom complain to the manager or owner of a retail store, but instead they will alert their friends, relatives, co-workers, strangers—and anyone who will listen.
　　Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School.
　　“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde Group. “The store loses the customer, but the shopper must also find a replacement.”
　　On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.
　　According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronic customers.
　　The most common complaints include filled parking lots, cluttered (塞满了的) shelves, overloaded ract-of-stock items, long chect lines, and rude salespeople.
　　During peak shopping hours, some retailers solved 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.
　　1. 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 have no easy access to store managers.
　　C. Few customers believe the service will be improved.
　　D. Customers would rather relate their unhappy experiences to people around them.
　　2.  What does Paula imply by saying “the shopper must also find a replacement” ( Para. 4)
　　A. New customers are bound to replace old ones.
　　B. Most stores provide the same kind of service.
　　C. Not complaining to manager causes the shopper some trouble too.
　　D. It is not likely the shopper can find the same products in other stores.
　　3. 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 worrier about security     D. can find their cars easily after shopping
　　4. What contributes most to smoothing over issues with customers?
　　A. Design of store layout.                 B. Hiring of efficient employees
　　C. Huge supply of goods for sale.           D. Manners of the salespeople.
　　5. To achieve better shopping experiences, customers are advised to ________.
　　A. exert pressure on stores to improve their service
　　B. voice their dissatisfaction to store managers directly
　　C. settle their disputes with stores in a diplomatic
　　D. shop around and make comparisons between stores
　　【答案】
　　1.D
　　2.B
　　3.B
　　4.A
　　5.B
　　5.B推理判断题：在最后一段，作者从顾客的角度分析如何改善购物体验，第一句就提出了建议：filing
　　complaints to the retailer，file作为动词，是“提出”，用在这里指向零售商投诉、抱怨，而retailer指的是商场主或经理。选择B.
　　【名师点睛】
　　一、速读全文，了解大意知主题。
　　阅读能力一般指阅读速度和理解能力两个方面。阅读速度是阅读最基本的能力。考生必须在十分有限的时间内运用略读、扫读、跳读等技巧快速阅读，搜寻关键词、主题句，捕捉时空、顺序、情节、人物、观点，并且理清文章脉络，把握语篇实质。
　　抓主题句是快速掌握文章大意的主要方法。主题句一般出现在文章的开头和结尾。 主题句往往对全文起提示、启迪、概括、归纳之作用，主旨大意题，归纳概括题，中心思想题往往直接可从主题句中找到答案。  二、看题干，带着问题读文章。
　　首先要掌握问题的类型，客观信息题可以从文章中直接找到答案；而主观判断题考查的是对文章的感情基调等，这类题必须经过对作者的态度、意图以及对整篇文章进行深一层的推理等。其次，了解试题题干以及各个选项所包含的信息，然后有针对性地对文章进行扫读，对有关信息进行快速定位。此法加强了阅读的针对性，提高了做题的准确率。如4.D细节理解题：第四段列举了几种能够减少头疼(relieve the headaches，也就是减少顾客的不满)的方法，分别是redesigning store layouts(对应A), pre-stocking sales items(对应C), hiring speedy and experienced cashiers(对应D), and having sales representatives on hand to answer questions(与B稍有关系)。此后的一段指出最为重要的是销售人员能够圆滑而礼貌地应对愤怒的顾客。选D.
　　三、 逻辑推理，做好深层理解题。
　　在实际阅读中，有时作者并未把意图说出来，阅读者要根据字面意思，通过语篇逻辑关系，研究细节的暗示，推敲作者的态度，理解文章的寓义。要求读者对文字的表面信息进行分析、挖掘和逻辑推理，不能就事论事，以偏概全。推理题在提问中常用的词有：infer, imply, suggest, indicate等。如2.B句意理解题：从前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知这些抱怨让零售商头疼但是顾客很高兴，因为他们在其他的商店可以买到同样的商品。选B。
　　考点：考查人生百味类短文
　　B
　　The world's first hamburger doesn't come from where you think it comes from. It wasn't invented in the United States, and it didn't originate in Germany. No, the world's first hamburger comes from China.
　　If you're scratching your head right now, you're not alone. But Chinese hamburgers are very real and they definitely predate the hamburgers we call our own in the U.S. Known as rou jia mo, which translates to "meat burger" or "meat sandwich", they consist of chopped meat insi