30. The underlined part in the text probably means “______”.

　　A. Get ready for the difficulties.

　　B. Get ready for this education change.

　　C. Get prepared to complete the online courses.

　　D. Get prepared to make materials for the edX courses.

　　31. What can be said about MITx according to the text?

　　A. It is first offered as part of the edX learning program.

　　B. It is another free MIT-Harvard online learning program.

　　C. It is a standard to recognize online learners’ achievement.

　　D. It is a new kind of free online course of Harvard and MIT.

　　D

　　High-quality customer service is told by many, but actually keeping customers happy is easier said than done.

　　Shoppers seldom complain to the manager or owner of retail (零售) store, but instead will alarm 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 reviews. 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 electronics customers. The most common complaints include filled parking lots, messy and overloaded shelves, sold-out items, long check-out lines, and rude salespeople.

　　During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance got rid of 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 problems 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.

　　32. Why are store managers often the last to hear complaints?

　　A. Customers have no easy access to store managers.

　　B. Few customers believe the service will be improved.

　　C. Customers would rather relate their unhappy experiences to others.

　　D. Most customers won't bother to complain about unhappy experiences.

　　33. Shop owners often hire moonlighting police as parking attendants so that shoppers__________.

　　A. won't have trouble parking their cars

　　B. won't have any worries about security

　　C. can find their cars easily after shopping

　　D. can stay longer looking around in the store

　　34. What contributes most to smoothing over problems with customers?

　　A. Design of the store layout.

　　B. Manners of the salespeople.

　　C. Hiring of efficient employees.

　　D. Huge supply of goods for sale.

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

　　A. voice their dissatisfaction to store managers directly

　　B. put pressure on stores to improve their service

　　C. shop around and make comparisons between stores

　　D. settle their disagreement with stores in a diplomatic way

　　第二节 (共5小题，每小题2分，满分10分)

　　根据短文内容，从短文后的选项中选出能填入空白处的最佳选项，选项中有两项为多余选项。

　　Being considered a leader in our society is indeed of high praise. Leadership means power, commands respect and, most important, encourages achievement. 36 . They must be carefully cultivated.

　　Different from popular belief, most good leaders are made, not born.

　　37 . But which do they develop? How do they (and how can you) get others to follow?

　　• Always give credit. Many leaders note that the most efficient way to get a good performance from others is to treat them like heroes. Giving public credit to someone who has earned it is the best leadership technique in the world. 38 .

　　• 39 "The best leaders know that taking a risk is not a thoughtless exercise," says management adviser Marilyn Machlowitz. "Sky divers don’t go up in an airplane without checking the parachutes beforehand" • Encourage enthusiasm. "When people understand the importance of work, they lend their mental strengths," says Lee Ducat. But when they get excited about the work, all their energy gets poured into the job. That’s a great force! Is this the best way to create excitement? 40 - You will be followed by everyone.

　　Unlike Vitamin C, leadership skills can’t be easily swallowed down.

　　It is also an act of generosity that’s never forgotten.

　　Leadership plays an important role in our social life.

　　They learn their skills in their everyday lives.

　　E. Be enthusiastic yourself.

　　F. Take informed risks.

　　G. Risks are worthy.

　　参考答案：

　　21-23 CAB 24-27 DCDA 28-31 CABC 32-35 CABA 36-40 ADBFE