2011年高考英语详解(浙江卷)

2011年普通高等学校招生全国统一考试(浙江卷)详解

英语

第一部分英语知识运用（共两节，满分80分）

从A B C D 四个选项中，选出可以填入空白处地最佳选项，并在答题卡上将该项涂黑。

1.—I’m sorry I didn’t make it to your party last night.

—______, I know you’re busy these days.

A. Of course

B. No kidding

C. That’s all night

D. Don’t mention it

【答案】C

【解析】考查交际用语。对于对方的道歉，应表示“没关系”，所以C项正确。Of course当然（可以）；No kidding不要开玩笑；That's all right没关系；别客气；Don't mention it不用谢，不客气。句意：“对不起，我昨晚没能去参加你的聚会。”“没关系，我知道你最近很忙。”

2. Experts think that ______recently discovered painting may be ______ Picsso.

A. the ;不填

B. a ;the

C. a; 不填

D. the; a

【答案】D

【解析】考查冠词的使用。句中painting前有修饰语recently discovered，所以此处的painting是特指，故其前用定冠词the;第二个空后的Picasso本来是专有名词，指“毕加索”其人，但是在本句中，它指的是“一部毕加索的作品”，所以其前用不定冠词a，这实际上是专有名词具体化的使用。句意：专家们认为近来发现的那部绘画作品可能是一幅毕加索的作品。

3. Bats are surprisingly long lived creatures, some ______a life span of around 20 years.

A. having

B. had

C. have

D. to have

【答案】A

【解析】考查独立主格结构。分析句式结构可知，这是一个简单句，中间用逗号分隔，所以后半句是对前半句的补充说明，some是逻辑主语。其后应跟非谓语动词形式，由于some与have之间是逻辑上

朗主谓关系，所以用现在分词形式，构成独立主格结构。句意：蝙蝠是令人吃慷的长寿动物，有些蝙蝠的生命周期达到大约20年。

4. One Friday, we were packing to leave for a weekend away ______my daughter heard cries for help.

A. after

B. while

C. since

D. when

【答案】D

【解析】本题考查固定句式。when用作并列连词，在句中表示“就在这时（突然）……”之意，它构成的固定句式是：be doing sth.／be about to do sth. ／had done sth….when…。句意：一个周五，我们正在扛包裹动身去过周末，就在这时我女儿听到了呼救声。

5. I always wanted to do the job which I’d been trained ______.

A. on

B. for

C. by

D. of

【答案】B

【解析】考查动词与介词的搭配。意平时积累，或也可以从所跟的介词辨析大胆推测短语意思。train做动词意为―训练‖，句意是“我总是想做我一直受训的工作。”后面的定语从句说明是什么样的工作，应该是―我一直以来（完成时）为此（for）被训练（被动式）的‖，介词for表目的。

6. The school isn’t the one I really wanted to go to, but I suppose I’ll just have to ______it,

A. make the best of

B. get away from

C. keep an eye on

D. catch up with

【答案】A

【解析】考查动词短语意义辨析。选项A意为―充分利用；尽力而为；妥善处理‖；选项B意为―避免，摆脱；逃离‖；

选项C意为―照看；密切注视‖；选项D意为―赶上，追上；逮捕‖。题干是转折句（逗号后有but），前半句完整表达―这所学校不是我真正想去的‖，后面―但是我将不得不……‖应该选表示肯定的、积极的意思―尽力而为或者善用它‖。

7. Since people are fond of humor, it is as well in conversation as _______ else.

A. anything

B. something

C. anywhere

D. somewhere

【解析】考查不定代词和疑问副词的用法。疑问副词与else连用表示（除了in conversation以外）其它任何地方，表示场合。anything和something不能表示场合。句意：人们喜欢幽默，因此幽默在谈话中或者其它场合中都受到欢迎。

8. English is a language shared by several diverse cultures, each of ______ uses it somewhat differently.

A. which

B. what

C. them

D. those

【答案】A

【解析】考查非限制性定语从句。前面主句完整不缺成分，故后面部分一定为状语或定语从句，根据句意可以判断出后面是对前面cultures的解释，则确定是定语从句cultures即先行词，排除B（并非名词性从句）、C（代词，引导从句不当）、D（副词，词不达意）。句意：英语是一种被多种文化分享的语言，每一种文化都在某种程度上使它有所不同。

9. The professor could tell by the _____ look in Maria’s eyes that she didn’t understand a single word of his lecture.

A. cold

B. blank

C. innocent

D. fresh

【答案】B

【解析】考查形容词辨析。根据后半句提供的信息选择答案答案。cold冷的；冷酷的；blank空白的，茫然的；innocent 无罪的，清白的，无害的，天真的,单纯的；fresh新鲜的。句意：教授能够从玛丽亚眼里的茫然表一睛看出她对于他的演讲一点都不懂。表示“茫然的”用blank。

10. A bank is the place ______ they lend you an umbrella in fair weather and ask for it back when it begins to rain.

A. when

B. that

C. where

D. there

【答案】C

【解析】考查定语从句。由于从句结构完整，不缺少句子成分，所以先行词the place在从句中要充当地点状语，故使用关系副词where引导定语从句。充当状语。句子的中文直译：银行，是在天晴之时借伞给你、到了下起雨来之时就催你还回去的地方。

11.—How’s your new babysitter?

—We ______ ask for a better one. All our kids love her so much.

A. should

B. might

C. mustn’t

D. couldn’t

【答案】D

【解析】考查情态动词的用法及形容词的比较级用在否定句中表示最高级含义的用法。根据后置语境All our kids love her so much.可知，前面的句子应表示肯定意义，又由于句中出现了better这一比较级的单词，所以空格处用否定形式，构成“形容词的比较级用于否定句中表示最高级含义”的情形。mustn't表示“禁止，不许”；couldn't 表示“不可能”，所以D项意义正确。句意：“你们的新保姆怎么样？”“我们找不到更好的了，我们所有的孩子都那么喜欢她。”

12. He decided that he would drive all 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】D

【解析】考查惯用词组的引申义。根据句意我们可以知道这里应该是填一个有“住下”含义的词组，肯定不是这些put 系列词组的最常见的意义，其中put up除了“举起，抬高，建造，搭建，提供。举起”之意外，还有“投宿、过夜”的意思，符合题意。put down放下，支付；put off推迟，拖延，滞留，拒绝，让打消念头；put on穿上，运行，假装；put up句意：他决定一路开车回家而不是到旅馆投宿。

13. I’ve been writing this report ______ for the last two weeks, but it has to be handed in tomorrow.

A. finally

B. immediately

C. occasionally

D. certainly

【答案】C

【解析】考查副词意义辨析。前半句说话人―写报道‖用了进行时，再加上后半句是―明天必须上交‖，说明没有写完因此不能是时间点标志的副词finally（最后）、immediately（立刻），而occasionally（偶尔，间或，断断续续）符合句意。D选项certainly（当然）是干扰选项不贴切句意。句意：在过去的两周里，我断断续续地在写这份报告，但是明天就必须要上交了。

14. Even the best writers sometimes find themselves ______ for words.

A. lose

B. lost

C. to lose

D. having lost

【解析】考查用作宾语补足语的非谓语动词。find是表示心理变化的动词，其后的themselves是宾语，空格处应作为宾语补足语使用，所以要使用lost，表示“迷惘的，不知所措的”，lost是过去分词形容词。句意：即使是最好的作家有时候也会发现自己找不到合适的话表达自己。

15. The manager was worried about the press conference his assistant ______ in his place but, luckily, everything was going on smoothly.

A. gave

B. gives

C. was giving

D. had given

【答案】D

【解析】考查动词时态。四个选项围绕动词give变化且没有被动式或者不定式（不是考非谓语动词了）。主句时态为过去时，从句动作发生在“过去的过去”，因此用过去完成时had given。句意：经理对于他的助手代替他举行的新闻发布会感到焦虑，所幸的是一切进展顺利。

16. My schedule is ve ry ______ right now, but I’ll try to fit you in.

A. tight

B. short

C. regular

D. flexible

【答案】A

【解析】考查形容词辨析。理解句意需要读懂词干。schedule是时间表的意思，but转折后的句意是“但我会试着找时间给你（做某事）”因此转折前肯定是时间表本身很满或者很紧张，表示“日程紧”用tight，所以A项正确。句意：我的日程很紧，但是我会尽力安排时间见你。

17.—Can 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

【解析】考查情景交际用语。结合语境理解。答应了对方的请求，就应表示许可或欢迎之意。with pleasure别客气；

不用谢；I like it我喜欢宅；I quite agree我非常同意by all means当然可以，好的。所以D项意义符合语境。

18. Anyway, I can’t cheat him --- it’s against all my ______.

A. emotions

B. principles

C. regulations

D. opinions

【答案】B

【解析】考查名词辨析。题干意为―无论如和，我不能骗他——这违背我的……‖选项emotions情绪；regulations规程；

opinions意见，因此选principles原则最合句意。句意：无论如何我不能骗他——这违背了我的原则。

19. If they win the final tonight, 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

【解析】考查非谓语动词。分析句式结构可知，句中需要作伴随状语的非谓语动词，空格后的by提示cheer与the team 之间是逻辑上的动宾关系，且事情还没有发生，所以用动词不定式的被动语态形式。句意：如果他们今晚

赢得了决赛，这个队就会在热情支持者们的喝彩声中环城游行。

20.—I don’t think I’ll be able to go mountain-climbing tomorrow.

—______?

A. And how

B. How come

C. How’s it going

D. How about it

【答案】B

【解析】考查情景交际。问句为陈述事实“我觉得自己明天不能爬山了。”按照语境答句应该是询问对方不能爬山的原因。选项A表达不全，因此语义不明；选项C是询问别人情况怎么样D.How about it？是问别人认为某事物怎么样，都没有询问原因的意味。How come?在英语口语中有“怎么会？为什么？”的意思，符合语境。

句意：“我认为我明天不会去爬山了。”“怎么会呢？”

第二节：完形填空（共20小题；每小题1分，满分20分）

阅读下面短文，掌握其大意，然后从21~40各题所给的四个选项（A、B、C、D）中，选出最佳选项，并在答题纸上将选项标号涂黑。

Although I love my life, it hasn’t been a lot of fun as I’ve been ill for 28 years.

Music has always been a great love of mine and, in my 20s, when my 21 was more manageable , I 22 ten years as a professional singer in restaurants, playing and singing folk songs. 23 that was years ago and times have changed.

24 I live with mother on a country farm.

Two years ago, I decided that I would need to have some kind of extra work to 25 my disability pension (残疾抚恤金). 26 I needed to sleep in the 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 wanted to sing again but using recorded karaoke music. I knew that dis cs were very expensive and I really didn’t 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 thoughtful 34 . ―This means a lot to you, doesn’t it?‖ he 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. Yo u can take your 37 and I’ll record them for you. That 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, when I have the chance.

[语篇解读]本篇文章讲述了作者的亲身经历，作为一名残疾人，要想在生活中取得成兢，单凭自己的努力是很难做到的，作者在文章中记叙了音乐商店老板对自己的帮助，同时揭示了“善良是可以传递的”这一主题。

21. A. loneliness B. sadness C. tiredness D. sickness

【答案】D

【解析】根据上文的it hasn’t been a lot of fun as I’ve been ill for 28 years.和后文的I decided that I would need to have some kind of extra work to 25 my disability pension (残疾抚恤金)可知，作者是一位残疾人，当他的病能够控制之后，他决定再做一份工作以补贴家用，所以D项意义正确。

22. A. set B. enjoyed C. kept D. shared

【答案】B

【解析】由上文的Music has always been a great love of mine…可以推知，作者喜欢与音乐有关的生活，所以B项符合语境。

23. A. Gladly B. Eventually C. Unfortunately D. Surprisingly

【答案】C

【解析】根据后面的描述，作者与母亲在农场里生活，与前面的生活断绝了关系，这对于作者来讲不是一件好事情，所以用unfortunately，表示“不幸的是”。

24. A. Now B. Then C. Sometime D. Meanwhile

【答案】A

【解析】时过境迁，那是10年前的生活，而今我是另外一种状态，所以使用now表示现在的情况。

25. A. add up to B. make up for C. get rid of D. take advantage of

【答案】B

【解析】本题考查动词短语在具体语境中的使用。add up to加起来总计……；make up Ior弥补,get rid of 除去，除掉，摆脱；take advantage of利用。原句中使用了extra work，所以此处应为做另一份工

作来弥补抚恤金的不足，所以B项意义正确。

26. A. If B. As C. Though D. Before

【答案】B

【解析】因为作者下午需要睡觉，所以受到限制。故选B.As。

27. A. movement B. condition C. choices D. positions

【答案】C

【解析】第三段首句提到作者打算做某事，但由于病情，下午需要睡觉，所以选择受到限制，故选C.choices。

28. A. reaching out B. living up C. getting on D. going back

【答案】D

【解析】reach out伸出手,live up后加to，表示“不辜负”；get on进展，进步；go back to sth.重操旧业；

重新开始。本句句意应为：我决定我要考虑重新到餐馆里唱歌。所以D项正确。

29. A. recognized B. interviewed C. found D. invited

【答案】

【解析】本句句意应为：我的家人都是音乐家，因此当我进入我们当地的音乐商店时，我被认出来了。recognize认出；

interview面试；面谈；find发现；invite邀请。所以A项符合句意。

30. A. money B. time C. energy D. knowledge

【答案】A

【解析】本句句意应为：我知道唱片很昂贵，而且我真的没有太多来启动我的事业。所以与前面的“昂贵”有关的应该是“钱”，所以A项正确。

31. A. thus B. once C. seldom D. often

【答案】D

【解析】本句说明自己购买唱片不合算，所以句意应为：你经常会发现一盘音乐带中实际上只有十分之

三、四的内容是你能够使用的。故本题使用often。

32. A. actually B. hardly C. nearly D. formerly

【答案】A

【解析】根据上题的解释，此处表示“实际”，所以使用actually。

33. A. job B. family C. idea D. offer

【答案】C

【解析】句意应为：当我告诉音乐店店主我的想法时，他若有所思地看了我许久。所以本题应选择C项。

34. A. face B. view C. look D. sight

【答案】C

【解析】C.look强调看的眼神，D.sight强调视力，本文店主若有所思地看了我许久，属于眼神之间的交流，故选C.look。

表示从商店的内部“穿过”用介词through。

35. A. over B. along C. towards D. through

【答案】D

【解析】表示从商店的内部“穿过”用介词through。

36. A. unhappily B. lovingly C. pitifully D. gratefully

【答案】B

【解析】unhappily不高兴地，不愉快她；lovingly充满爱意地；pitilully遗憾地；gratelully感激地。下文出现的treasure，说明店主对自己的宝物爱不释手，心爱地触摸，故选B.lovingly。

37. A. pick B. turn C. role D. step

【答案】A

【解析】本句句意应为：你可以挑选，我为你录制。所以空格处应表示“挑选”。take your pick，美国俚语，随你挑选的意思，故选A。

38. A. had to cry B. ought to cry C. should have cried D. could have cried

【答案】D

【解析】店主对自己这么好，作者深受感动，所以应选择D项，表示“本来可以哭但是没哭”。

39. A. more B. the ones C. few D. the rest

【答案】B

【解析】本句句意应为：我和他约定时间听了所有的歌曲，挑选了我能够演唱的歌曲。所以空格处用the ones，代替the songs。

40. A. courage B. devotion C. kindness D. trust

【答案】C

【解析】本句是一句点题句。本文详细描述店主对作者的帮助，店主的善举感动作者，故选C.kindness。

第二部分：阅读理解（第一节20小题，第二节5小题；每小题2分，满分50分）

第一节：阅读下列材料，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题纸上将该选项标号涂黑。

A

One evening in February 2007, a student named Paula Ceely brought her car to a stop on a remote road in Wales. She got

out to open a metal gate that blocked her path .That’s when she heard the whistle sounded by the driver of a train. Her Re nault Clio was parked across a railway line. Seconds later, she watched the train drag her car almost a kilometre down the railway tracks.

Ceely’s near miss made the news because she blamed it on he GPS (导航仪). She had never driven the route before. It was dark and raining heavily. Ceely was relying on her GPS, but it made no mention of the crossing. ―I put my complete trust in the device and it led me right into the path of a speeding train,‖ she told the BBC.

Who is to blame here? Rick Stevenson, who tells Ceely’s story in his book When Machines Fail Us, points the finger at the limitations of technology. We put our faith in digital devices, he says, but our digital helpers are too often not up to the job. They are filled with small problems. And it’s not j ust GPS devices: Stevenson takes us on a tour of digital disasters involving everything from mobile phones to wireless keyboards.

The problem with his argument in the book is that it’s not clear why he only focuses on digital technology, while there may be a number of other possible causes. A map-maker might have left the crossing off a paper map. Maybe we should blame Ceely for not paying attention. Perhaps the railway authorities are at fault for poor singalling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the GPS equipment. But Stevenson doesn’t say.

It’s a problem that runs through the book. In a section on cars, Stevenson gives an account of the advanced techniques that criminals use to defeat computer-based locking systems for cars. He offers two independent sets of figures on car theft; both show a small rise in some parts of the country. He says that once again not all new locks have proved reliable. Perhaps, but maybe it’s also due to the shortage of policemen on the streets. Or changing social circumstances. Or some combination of these factors.

The game between humans and their smart devices is amusing and complex. It is shaped by economics and psychology and the cultures we live in. Somewhere in the mix of those forces there may be a way for a wiser use of technology.

If there is such a way, it should involve more than just an awareness of the shortcomings of our machines. After all, we have lived with them for thousands of years. They have probably been fooling us for just as long.

[语篇解读]本文作者以Ceely的GPS出现错误而引发的事故，讲述了人类与科技之间的关系，文章中提到了Rick Stevenson的观点，作者对他的观点提出了不同的意见，从而阐明了科技自有缺陷，人类应慎重使用的观点。

41.What did Paula Ceely think was the cause of her accident？

A. She was not familiar with the road.

B. It was dark and raining heavily then.

C. The railway workers failed to give the signal.

D. Her GPS device didn’t tell her about the crossing.

【答案】D

【解析】细节理解题。第二段中找答案。主人翁完全依靠GPS帮她引路，但是这个高科技居然把她带到了火车铁轨上，害得她险些送命。根据第二段最后一个话得出。C答案，主人翁没有提到，B 选项是天气影响因素，并不是造成此次事件的主要原因。A 很有迷惑性，但是我们仔细想一下，既然使用GPS，说明她本来就对路线不熟，才会借助高科技。

42.The phrase ―near miss‖ (Paragraph 2) can best be replaced by______.

A. close hit

B. heavy loss

C. narrow escape

D. big mistake

【答案】C

【解析】短语意义猜测题。GPS把她带到了飞速运行的火车线路上，这是一次非常危险的经历，但是她并没有发生意外，算是死里逃生，near miss，narrow escape表达的就是这层含义。其实根据第一段最后一句the train drag her car almost a kilometer down the railway tracks，火车拖着她的车差点就进入铁轨了，所以是死里逃生啊。

43. Which of the following would Rick Stevenson most probably agree with?

A. Modern tec hnology is what we can’t live without.

B. Digital technology often falls short of our expectation.

C. Digital devices are more reliable than they used to be.

D. GPS error is not the only cause for Ceely’s accident.

【答案】B

【解析】人物态度推断题。A项意为：没有现代技术我们就不能生存；B项意为：数码技术常常没有达到我们的期望；

C项意为：数码技术比以往更可靠；D项意为：GPS的错误并不是Ceely事故的唯一原因。题目设问的是Rick Stevenson可能同意哪一项的描述，根据文章第三段的描述，我们可以知道：数码技术经常达不到工作的要求，它们总是有各种各样的错误，所以，B项应为Rick

Stevellson的态度。

44. In the writer’s opinion, Stevenson’s argument is _______.

A. one-sided

B. reasonable

C. puzzling

D. well-based

【答案】

【解析】细节理解题。选项四个褒贬都有，说明文章中肯定存在着与他看法相悖的理论。我们看第四段，―while there may be a number of other possible causes. A map makes might have left the…. Maybe we should blame Ceely for not paying attention, Perhaps the railway authorities are at fault for poor signaling system… work out that there really is something specific wrong with the GPS equipment.‖造成此次事故或者其他高科技失灵事件，可能还有其他很多原因，比如主观人为的，或者是火车信号系统不好等等，But Stevenson doesn’t say. 所以他的观点是片面的。

45. What is the real concern of the writer of this article?

A. The major causes of traffic accidents and car thefts.

B. The relationship between human and technology.

C. The shortcomings of digital devices we use.

D. The human unawareness of technical problems.

【答案】B

【解析】主旨大意题。A项意为：交通事故与汽车偷窃的主要原因；B项意为：人类与科技之间的关系；C 项意为：我们使用的数字仪器的不足之处；D项意为：人类对于科技问题的无知。6、7两段点出了文章的主题思想。The game between humans and their smart devices is amusing and complex .是人与科技之间的游戏是复杂的，所以文章讲的是人类与科技之间的关系。

B

Below is adapted from an English dictionary.

Important words to learn:Essential improver Advanced

[语篇解读]本篇文章是一页词典的摘录，通过阅读题目要求正确理解题目中涉及的词汇意义，这实际考查了学生的查阅资料、书籍及自主学习研究的能力。

46. What does the word ―pump‖ mean in ―He ran in every five minutes to pump me about the case‖?

A. Talk with.

B. Ask for information.

C. Listen to.

D. Provide with evidence.

【答案】B

【解析】词义理解题。第二个三角形顺数第六行讲到，―to keep asking some for information: she was pumping me for details of the new project‖跟问句中―pump me about the case‖，跟这句话意思相符，这样，答案就很好得出了。

47. When Sally says ―The TV program kept pumping out commercials‖, she may be______.

A. excited

B. interested

C. annoyed

D. worried

【答案】C

【解析】人物态度猜测题。第四个三角形，讲的是Pump的一些固定词组搭配，第一个pump sth out 第四行，to produce words or loud music in a way that is repeated, forceful and continuous, 也可从the government keeps pumping out the same old propaganda（政治宣传）得出。或者我们结合生活常识，当我们在看喜欢的电视剧时，忽然出现一次又一次的广告，我们的情绪是不是会很厌烦呢。所以选择C

48. What will the government most probably provide if it is engaged in a pump-priming program?

A. Sums of money.

B. Raw materials.

C. Human resources.

D. Media support.

【答案】A

【解析】词义理解题。在文中找到pump-priming, the government is awarding small, pump-priming grants to single mothers who are starting their own business‖, awa rd是本题的词眼，与解题有关。说到奖励，当然跟钱少不了关系，所以选择A。

49. When Sylvia says ―His speech was OK but it had no real punch‖, she thinks it was not_____.

A. fluent and impressive

B. logical and moving

C. informative and significant

D. interesting and powerful

【答案】D

【解析】词义理解题。前面的一些题目是围绕pump, 本段跳跃到punch，所以要毫无顾忌地跳过pun，直接寻找有punch 的板块。顺数第三行，the power to be interesting and have a strong effect on people, 以及紧随其后的例子I felt the performance /speech/presentation lacked punch.看出，尤其是词眼―speech‖刚好有对应，所以选D

C

In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer ―delight‖ is what companies are trying to achieve in order to keep and increase market share.

It is accepted in the marketing industry, and confirmed by a number of researchers, that customers receiving good service will promote business by telling up to 12 other people; those treated badly tell tales of woe to up to 20 people. Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.

New challenges for customer care have come when people can obtain goods and services through telephone call centers and the

Internet. For example, many companies now have to invest (投资) a lot of money in information technology and staff training in 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 Marketin g at City University Business School. ―Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with then. The aim is to make the customer feel they know you and that you can trust them – the sort of comfortable feelings people have during face-to-face chats with their local branch manager.‖

Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be carried out within five hours, but getting it done within two) replacing a faulty product immediately; throwing in a gift voucher (购物礼券)as an unexpected ―thank you‖ to regular customers; and always returning 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 apology and an explanation of why the service did not meet usual standards with empathy(for example, ―I know how you must feel‖), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case).

Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them at that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems.

For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their names, job title and a ―we are here to help‖ attitude. The compa ny has invested heavily in information technology to make sure that information is available instantly on screen.

British Airways also says its customer care policies are applied within the company and staff are taught to regard each other 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 disappointment.

[语篇解读]本文讲述了服务行业的激烈竞争以及公司对待顾客的抱怨应该持有的态度，作者引用了一些生活中的事例来说明自己的观点和建议。

50. 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

【答案】D

【解析】推理判断题。A项意为“抱怨的顾客难以使其满意”，这与第二段中Interestingly, 80 percent of people who feel their complaints are handled fairly will stay loyal.的叙述不符；B项意为“不满意的顾客得

到更好的服务”；C项意为“满意的顾客得到更多的关注”；D项意为“受到良好礼遇的顾客推动

了生意的开展”。第二段中出现了两类人，一类人受到好的服务会跟其他12人讲，而受到差的服

务的人就会跟20个人说，所以受到好的服务的顾客会提升公司业绩。我们可以知道D项正确。

51. The writer mentions ―phone rage‖(Paragra ph 3)to show that ________.

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more demanding

D. customers rely on their phones to obtain services

【答案】C

【解析】细节理解题。作者在文中对于phone rage有进一步的解释，即：caused by delays in answering calls, being cut off in mid conversation or left waiting for long periods．这些事情都是容易引起顾客抱怨或

投诉的事情，所以这里的phone rage指的是顾客的要求越来越难以应付，故C项正确。

52. What does the writer recommend to create customer delight?

A. Calling customers regular.

B. Gibing a ―thank you ―note..

C. Delivering a quicker service.

D. Promising more gifts.

【答案】C

【解析】细节推理题。根据第5段的叙述，作者给出了几种方法来提高顾客的满意度，所以选项中的C 项（给予快速服务）符合作者的推荐。A 答案很有迷惑性，因为文本中出现always returning calls，但是这儿是

回电话，而不是主动打电话；B 也有出现，但是商家送更多的购物券作为―thank you note‖的代名词，也不对；

D promising more, 而文中是under-promising，故排除。

53. If a manager should show his empathy (Paragraph 6), what would be probably say?

A. ―I know how upset you must be.‖

B. ―I appreciate your understanding.‖

C. ―I’m sorry for the delay.‖

D. ―I know it’s our fault.‖

【答案】

【解析】细节理解题。A项意为“我知道你肯定很不开心”；B项意为“我很感激你的理解”；C项意为“对于拖延我很抱歉”；D项意为“我知道这是我们的错”。根据第6段的陈述，A项是表了自己态度的内容，所以该项正确。

54. Customer delight is important for airlines because ________.

A. their telephone style remains unchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

【答案】B

【解析】细节理解题。根据第7段中的陈述可知，“飞机乘客的满意度对于他们来说是非常重要的，而且乘客们也更容易表达抱怨”，所以B项正确。

55. Which of the following is conveyed in this article?

A. Face-to –face service creates comfortable feelings among customers.

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for air lines then for banks.

【答案】C

【解析】主旨大意题。A项意为“面对面的服务在顾客们中产生令人舒适的感觉”；B项意为“承诺越多的公司自然会吸引更多的顾客”；C项意为“公司在市场竞争中应该承诺得少而做得多”；D

项意为“顾客满意度对于航空公司比对于银行更重要”。此题选用排除法。A D 选项此篇文章并没有提到。

BC选项显然是两个截然不同的意思，到底是承诺多做到的少能吸引顾客呢还是答应的少却做得多更能吸引顾客呢，再看文章最后一句话on the other hand, the more customers are promised, the greater the risk of disappointment.。

D

It was Saturday. As always, it was a busy one, for ―Six days shall you labor and 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. Patrick were engaged in spring cleaning.

Somehow the boys had slipped 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 more string(线). It seemed there was no limit to the heights to which kites would fly today.

My mother looked at the sitting room, its furniture disordered for a thorough sweeping. Again she cast a look toward the window. ―Come on, girls! Let’s take string to the boys and watch them fly the kites a minute.‖

On the way we met Mrs. Patric, laughing guiltily as if she were doing something wrong, together with her girls.

There never was such a day for flying kites! We played all our fresh st ring 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 in the wind, and finally 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 fights and little jealousies. ―Perhaps it’s like this in the kingdom of heaven,‖ I thought confusedly.

It was growing dark before we all walked sleepily back to the housed. I suppose we had some sort of supper. I suppose there must have been surface tidying-up, for the house on Sunday looked clean and orderly enough. The strange thing was, we didn’t mention that day afterward. I felt a little embarrassed. Surely none of the others had been as excited as I. I locked the memory up in that deepest p art of me where we keep ―the things that cannot be and yet they are.‖

The years went on, then one day I was hurrying 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 can’t go!‖ I said. ―I have this and this to do, and when I’m through I’ll be too tired to walk that far.‖

My mother, who was visiting us, looked up from the peas she was shelling. ―It’s a wonderful day,‖ she offered, ―really warm, yet th ere’s a fine breeze. Do you remember that day we flew kites?‖

I stopped in my dash between stove and sink. The locked door flew open and with it a rush of memories. ―Come on,‖ I told my little girl. ―You’re right, it’s 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. What was he thinking of --- what dark and horrible things?

―Say!‖ A smile sipped out from his lips. ―Do you remember --- no, of course you wouldn’t. It probably didn’t make the impression on you as it did on me.‖

I hardly dared speak. ―Remember what?‖

―I used to thi nk of that day a lot in POW camp (战俘营), when things weren’t too good. Do you remember the day we flew the kites?‖

[语篇解读]作者给我们讲述了自己孩童时放风筝的经历以及它对自己、对他人的影响，它使自己能够理解

亲情才是最重要的，由此正确处理了女儿的要求，放风筝的经历也使当年的男孩能够从容度过在战俘营里的日子。

56. 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 weren’t supposed to the boy’s game

【答案】C

【解析】细节推理题。由Mrs．Patrick笑得那么有负罪感，以及后文的描述可知，母亲们认为在自己玩的那段时间里本来是应该做家务的，所以C项正确。

57. 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

【答案】B

【解析】句意理解题。联系后文，parents forgot their duty and their dignity; children forgot their everyday fights and little jealousies,可以看出大人小孩放风筝的时候都很high, 几近疯狂。

58. What did the think after the kite-flying?

A. The boys must have had more fun than the girls.

B. They should have finished their work before playing.

C. Her parents should spend more time with them.

D. All the others must have forgotten that day.

【答案】

【解析】细节理解题。看第七段，―The strange thing was, we didn’t mention that day afterward I felt a little embarrassed .Surely none of the of the others had been as excited as I.‖ 作者认为，只有他一个人还记得当初那个放风筝的美好时刻，而其他人都忘记了，所以选D。

59. 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 work in the kitchen.

D. She thought it was a great day to play outside.

【答案】B

【解析】细节理解题。原本这位母亲用各种借口来推脱孩子想去外面玩的要求，但是当母亲的母亲回忆起当日那个放风筝的日子时，往日美好的场景开始充斥这位母亲的思绪，所以她欣然答应外出。

60. 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

D. people like him really changed a lot after the war

【答案】A

【解析】写作意图推断题。第七段作者觉得只有自己还封存着那个美好的饿回忆，自己是孤单的，但是这个从战场回来的男孩，却也是靠着那个美好的回忆在战俘营中生存了下来，所以A，作者不是一个人在珍惜那段记忆。第二节：下面文章中有5处（第61~65题）需要添加小标题。请从以下选项（A、B、C、D、E和F）中选出符合各段意思的小标题，并在答题纸上将相应选项的标号涂黑。选项中有一项是多余选项。

A. Leadership

B. Conflict Solving

C. Open Communication

D. Respect to All Team Members

E. Measuring Progress against Goals

F. Common Goals with Challenging Target

Team Building Means More Than Throwing a Few People Together

“Teamworking‖ is found every where within just about every organization. You can’t get away from ―teams‖ that are supposed to be able to create something that is greater that the sum of its parts. Or so the theory goes.

There are five measures that need to be taken before you can get the most out of a team:

61._______

There must be a clear reason for the team to exist. And all the members should realize the value and significance of what they are going to do. What they are hoping to achieve should be something achievable but at the same time tough and inspiring enough to attract the members and keep their motivation alive. What is more, they should also be well prepared for the possible difficulties they may come across in the process.

62.______

Team members must be able to express their opinions freely without fear of being criticized, and they must have the feeling that their suggestions will be taken seriously. This is an important point because the team may need to resolve some complex or thorny issues. For example, it may discuss a sensitive topic. Should they keep their conclusion within the team or share it with other employees? This is an issue in itself that all the members should agree on and frank discussion is required.

63._______

It is easy to think that a junior team member may have less to contribute than more experienced ones. This is not only demoralizing or discouraging, it also makes no sense — people that have nothing to contribute. Should not have been selected for the team in the first place. Since they have become members of your team, you need to make sure that each of them has an opportunity to add his or her thoughts to discussions.

64.________

Disagreements are natural and, in fact, debate and discussion should be encouraged. A team made up only of ―yes men‖ can make disastrous decisions that few people honestly agreed with in the first place. Consequently, there should be rules on how lengthy disagreements should be handled. For example, team meetings may not be the most appropriate place for a discussion that involves only two people, so ―under-the-table‖ method may be effective.

65______

Most high-performing teams are well organized, A good o rganizer should be able to play to individuals’ strengths and help them overcome their weaknesses. It should be someone who can act as a promoter and a constant reminder of what the team needs to achieve. He must, above all, be skilled in sharing responsibility and setting tasks to others, coaching them to achieve tasks, and providing constructive feedback on how the tasks went.

Team building isn’t as simple as just throwing a few people together. It requires much more, but motivating people is most essential. Successful teamworking is not marked by how much progress the team makes toward its goals, but by how confidently each of its members completes his or her assigned tasks with a sense of achievement and pride.

[语篇解读]本文主要论述了有关团队协作的内容。

文章以“团队建设”为话题，提出了团队建设中的目标设置、沟通协作、相互尊重和领导艺术等要素。本节的考查一改过去“信息匹配”的命题思路，要求考生为一篇文章中的各个段落添加小标题，对考生的语篇归纳能力要求较高。【解析】

61 答案F。一个团队的成立必须有共同的目标。这样的目标是团队存在的理由。all the members should realize the value and significance of what they are going to do, 词句与“goal target”相关，‖common goal, challenging target‖“对应something achievable but at the same time tough”。

62.答案C。团队成员应该可以公开自由地表达观点。一看到express their opinions freely without fear就能对应open communication, 所以此处答案选择起来比较简单。

63. 答案D。每一位成员都有在讨论中提出想法的机会。应尊重每一位被选拔进团队的成员。此题的选择相对比较难一些，因为他没有任何字眼对应选项中总结的词汇。但是我们可以看出，一个队里面有些人贡献很大，有些人却不是，但并不能埋没他们，应该为他们提供能奉献自我的机会，也就是要尊重每个人存在的价值，所以选择respect to all team members.。

64.答案B。分歧一定会出现，可以通过辩论等方式解决。看到Disagreement is natural and, in fact, debate and discussion should be encouraged, 不难看出，队友之间可能会有意见分歧的，这个时候辩论和讨论不可少，这样可能会与62题冲突，但是下文有under-the-table‖ method may be effective，说明这是关于冲突解决的。

65.答案A。对一流团队的领袖的要求。此题也较简单，看到A good organizer就知道讲的是领导才能的。

非选择题部分（共40分）

注意事项：

用黑色字迹的签字笔或钢笔将答案写在答题纸上，不能答在试卷上。

第三部分：写作（共两节，满分40分）

第一节：短文改错（共10小题；每小题1分，满分10分）

下面短文中有10处语言错误。请在有错误的地方增加、删除或修改某个单词。

增加：在缺词处加一个漏字符号（∧），并在其下面写上该加的词。

删除：把多余的词用斜线（\）划掉。

修改：在错的词下划一横线，并在该词下面写上修改后的词。

注意：1.每处错误及其修改均仅限一词。

2.只允许修改10处，多者（从第11除起）不计分。

例如：

It was very nice to get your invitation to spend ∧weekend with you. Luckily I was

The am

completely free then, so I’ll to say ―yes‖, I’ll arrive in Bristol at around 8:00 p.m in Friday

on

evening.

I was playing at my cousin house. Since his family was rich than mine, he had more toys than I did. There was one on particular I’d always wanted. I put into my pocket when he wasn’t looking. I guessed, even at that age, I would never be able to enjoy t o playing with the toy or faced my cousin again; I would always know I’d done something wrong. Late on, my aunt drove me home. When she dropped me off, I pulled out the toy slow and gave it back. She knows what had happened, but she thanked me and ever mentioned it again.

【答案】

66. cousin –cousin’s rich – richer on --- in put ---put it/that enjoy to --- enjoy

Faced --- face Late --- Later slow --- slowly knows --- knew ever --- never

【点评】

短文改错的语篇是一则关于孩时自我教育的小故事，试题难度适中，要求修改的10处错误均为学生写作中的常见错误，设题考查的内容是学生应该掌握的基础知识，以考查其发现问题和解决问题的能力。

【解析】

1.―在我堂兄弟的家‖，考查名词所有格的用法，cousin后加’s表示―……的‖；

2.有比较级的出现标志词than却没有形容词比较级，一定是错了，rich的比较级为规则变化richer；

3.考查习语搭配inparticular，意思为―尤其，特别‖；

4.put…into…，考查动词用法和代词，这里漏填了指代那个玩具的单词it；

5.enjoy后面固定搭配是跟doing，所以去掉多余的to;

6.句中有连词or，表示后面省略的部分跟前面一致，为Iwouldneverbeableto…orIwouldneverbeableto…接在beableto因此要用动词原形face；

https://www.wendangku.net/doc/2711212192.html,teron是固定习语意为―后来‖，而late的词义当副词用时是―迟的；最近的‖；

8.这里的―慢‖应该是说明作者掏兜的动作，即修饰动词pull要用副词slowly；

9.动词时态考点，通篇文章因为是叙述过去发的一件事，所以时态基本都为过去时，这里不可能出现knows这样明显的表示习惯的一般现在时；

10.这是典型的语法没错但句意严重有误，ever表示肯定含义，而这句作者想表达的是自己的阿姨知道这件事（偷玩具）但再也没有提过，应该是否定含义，故讲ever换成否定副词never才对。

第二节、书面表达（满分30分）

假设你是高中生李越，有感于校园中存在的随意涂写（to scribble）和乱丢垃圾（to litter）的行为，请用英语给校长写一封100-120个词的信。信中应包括以下内容：

1.说明写信目的；

2.对这些行为进行批评；

3.提出建议

注意：信的抬头、落款及信的第一句已给出（不计词数）。

June 8, 2011

Dear Headmaster,

I’m Li Yue, a student from Class 1, Senior Ⅱ.______________________________________

___________________________________________________________________________

Your faithfully,

Li Yue 试卷参考答案:

第一部分

第一节(10分,每小题0.5分)

1-5 CDADB 6-10 ACABC 11-15 DDCBC 16-20 ADBCB

第二节(20分,每小题1分)

21-25 DBCAB 26-30 BCDAA 31-35 DACCD 36-40 BADBC

第二部分（50分，每小题2分）

41-45 DCBAB 46-50 BCADD 51-55 CCABC 56-60 CBDBA

61-65 FCDBA

第三部分

第一节（10分，每小题1分）

66. cousin –cousin’s rich – richer on --- in put ---put it/that enjoy to --- enjoy

Faced --- face Late --- Later slow --- slowly knows --- knew ever --- never

第二节（30分）

One possible student version:

June 8, 2011

Dear Mr. Headmaster,

I am Li Yue, a student from Class 1, Senior II. I am writing to draw your attention to some improper behaviour among us students: littering and scribbling. It makes our school dirty and unpleasant, and does hard to the image of our school. I always feel ashamed whenever I see this. It is clearly not appropriate for a student to litter and scribble about. I wonder if the school could place more dustbins around and set up specific rules against such behaviour. At the same time, students should be encouraged to develop good habits and better behave themselves. I believe that, with the joint efforts of both teachers and students, our school will become a more enjoyable place in the near future.

Thank you for your consideration.

Yours faithfully,

Li Yue

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