Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest 1 out of our Polynesian Village resort(度假勝地)at Walt Disney was asked how she 　2 her visit. She told the front-desk clerk she had had a(n) 3 vacation, but was heartbroken about　 4 several rolls of Kodak color film she had not yet 　5 . At that moment she was particularly 　6 over the loss of the pictures she had shot at our Polynesian Luau, 　7 this was a memory she especially treasured.

Now, please understand that we have no written service rules 8 lost photos in the park. 9 , the clerk at the front desk 　10 Disney’s idea of caring for our 　11 . She asked the woman to leave her a couple rolls of 　12 film, promising she would take care of the rest of our show at Polynesian Luau.

Two weeks later the guest received a 13 at her home. In it were photos of all the actors of our show, 　14 signed by each performer. There were also 　15 of the public procession (游行隊(duì)伍) and fireworks in the park, taken by the front-desk clerk in her own 16 after work. I happened to know this 17 because this guest wrote us a letter. She said that 　18 in her life had she received such good service from any business.

Excellent 　19 does not come from policy (政策性的)handbooks. It comes from people who　 20 —and from a culture that encourages and models that attitude.

1. A．working B．checking　 C．trying D．staying

2. A．expected　 B．realized　 C．paid　 D．enjoyed

3. A．disappointing B．wonderful C．uncomfortable D．important

4. A．taking B．dropping　 C．losing D．breaking

5. A．developed　 B．taken　 C．washed D．loaded

6. A．silly　 B．nervous C．calm　 D．sad

7. A．when B．where　 C．a(chǎn)s D．which

8. A．covering　 B．finding C．making D．keeping

9. A．Excitedly　 B．Fortunately　 C．Therefore D．Quietly

10. A．understood B．reminded　 C．trusted D．discovered

11. A．workers　 B．guests C．managers　 D．clerks

12. A．printed　 B．shot　 C．unused D．recorded

13. A．film　 B．card　 C．camera D．packet

14. A．frequently B．personally C．a(chǎn)lone　 D．a(chǎn)ctually

15. A．rules B．pictures　 C．handbooks D．performances

16. A．case　 B．work　 C．time　 D．position

17. A．story B．place　 C．photo　 D．show

18. A．only　 B．a(chǎn)lmost C．never　 D．nearly

19. A．a(chǎn)dvice B．experience C．quality D．service

20. A．care　 B．serve　 C．like　 D．know

 

一個(gè)游客丟失了幾卷已拍攝好了的膠卷，本也沒有什么大不了的�？蛇@里的服務(wù)員就不這么看了，他們的服務(wù)又會(huì)怎樣呢？請(qǐng)看——

題號(hào)　 答案　　 考查內(nèi)容解題依據(jù)　 解題分析

1　 B　 詞義比較固定搭配前后照應(yīng) 一個(gè)游客付帳離開旅館時(shí)被詢問(wèn)情況。work out算出(總數(shù))，算出總數(shù)，有預(yù)期的結(jié)果；check out付帳離開旅館; try out試驗(yàn), 考驗(yàn), 提煉；stay out不在家, 外出, 呆在戶外, 堅(jiān)持到……結(jié)束。

2　 D　 詞義比較邏輯推理　 被問(wèn)到她對(duì)參觀滿意(enjoy)與否。expect one’s visit期待/盼望參觀；

realize one’s visit認(rèn)識(shí)到參觀；pay one’s visit訪問(wèn)，參觀；enjoy one’s

visit享受參觀的樂趣，滿意。

3　 B　 前后照應(yīng)詞義比較邏輯推理 她告訴說(shuō)她度過(guò)了一個(gè)愉快的(wonderful)，而不是失望的(disappointing)，不舒適的(uncomfortable)，重要的(important)假期。注意后句中的but的轉(zhuǎn)折意義。

4　 C　 詞義比較邏輯推理常識(shí)運(yùn)用 但是客人傷心她丟失了(losing)好幾卷科達(dá)彩色膠卷。take拿走, 取通常表示有意行為；drop落下，下降，通常表示有意行為；lose遺失, 浪費(fèi)，表示無(wú)意行為；break破裂，打破, 違犯，通常表示有意行為。

5　 A　 常識(shí)運(yùn)用詞義比較邏輯推理 客人裝(load)在相機(jī)拍攝(take)好了卻尚未沖洗(develop)的膠卷給丟失了。develop顯影；沖洗，通常指膠片等的沖洗；take拿，取，拍攝；wash洗滌, 沖洗，通常指衣物等物件的清洗；load裝載, 裝填。

6　 D　 詞義比較邏輯推理常識(shí)運(yùn)用 客人對(duì)在該度假勝地拍攝的照片的失去肯定感到自己很蠢(silly)，緊張不安(nervous)，而特別地傷心(sad)，不可能還鎮(zhèn)定沉著(calm)。silly愚蠢的, 無(wú)聊的；nervous緊張的, 不安的；calm鎮(zhèn)靜的, 沉著的；sad憂愁的, 悲哀的。

7　 C　 語(yǔ)句連貫　 因?yàn)?as)客人把這次游覽她特別珍惜的記憶。說(shuō)明客人傷心的原因。

8　 A　 詞義比較常識(shí)運(yùn)用 很清楚公園沒有書面制定包含游客在公園里丟失照片在內(nèi)的事情提供服務(wù)的規(guī)則．cover包括, 包含, 適用；find發(fā)現(xiàn)，找到； make制造，進(jìn)行；keep保持，保存。

9　 B　 前后照應(yīng)邏輯推理詞義比較 客人很幸運(yùn)(fortunately)，得到了良好的服務(wù)。比較文章后文的內(nèi)容。excitedly興奮地；fortunately幸運(yùn)地；therefore 因此, 所以；quietly平靜地, 靜靜地, 寂靜地。

10 A　 詞義比較邏輯推理 前臺(tái)服務(wù)員懂得(understand)應(yīng)該對(duì)游客關(guān)心愛護(hù)的迪尼斯服務(wù)理念。understand懂得，了解，表示狀態(tài)意義；remind提醒, 使想起；trust 信任, 信賴；discover 發(fā)現(xiàn), 發(fā)覺。

11 B　 前后照應(yīng)常識(shí)運(yùn)用 旅游地應(yīng)該關(guān)心照顧游客(guests)，而非其它工人(workers)，經(jīng)理(managers)，職員(clerks)。

12 C　 詞義比較邏輯推理 她要游客留下一兩卷未用過(guò)的(unused)膠卷以拍攝表演的其它內(nèi)容，而不是印刷好的(printed)，拍攝好的(shot)，記錄好的(recorded)膠卷，并向她保證照顧好其它的表演內(nèi)容。

13 D　 常識(shí)運(yùn)用邏輯推理 兩周后，該游客收到了一個(gè)裝有膠卷(film)，也許還有名片(card)，照相機(jī)(camera)的包裹(packet)。

14 B　 常識(shí)運(yùn)用邏輯推理詞義比較 包裹里是我們表演的演員的照片，并有每一個(gè)表演者的親筆(personally)簽名，而非他們的經(jīng)常的(frequently)，唯一的(alone)，實(shí)際的簽名。frequently常常, 頻繁地；personally親自；alone；actually實(shí)際上, 事實(shí)上。

15 B　 邏輯推理常識(shí)運(yùn)用 同時(shí)還有公園里游行隊(duì)伍和燃放煙花爆竹表演(performances)的照片(pictures)，而不應(yīng)該是規(guī)則(rules)，手冊(cè)(handbooks)。

16 C　 邏輯推理詞義比較 這些照片自然是那前臺(tái)服務(wù)員下班(work)后利用自己的休息時(shí)間(time)拍攝的。case和position與文意不符。

17 A　 前后照應(yīng)邏輯推理 作者我碰巧知曉了包括照片(photo)，這個(gè)公園地點(diǎn)(place)和那個(gè)表演(show)在內(nèi)的整個(gè)的事情(story)。

18 C　 邏輯推理語(yǔ)法規(guī)則 她說(shuō)在她一生中，從來(lái)沒有(never)從任何事情中得到過(guò)這樣好的服務(wù)。注意句子中的倒裝結(jié)構(gòu)，可以排除almost和nearly。only與文意不符。

19 D　 邏輯推理常識(shí)運(yùn)用前后照應(yīng) 綜合全文，也許有好的建議(advice)，好的經(jīng)驗(yàn)(experience)和好的質(zhì)量(quality)，但良好的服務(wù)(service)不是來(lái)自于政策性的手冊(cè)上的規(guī)定。

20 A　 詞義辨析邏輯推理前后照應(yīng) 良好的服務(wù)來(lái)自于那些會(huì)關(guān)心，會(huì)護(hù)理(care)的有心人，來(lái)自于對(duì)那種姿態(tài)給予鼓勵(lì)和學(xué)習(xí)的文化、素養(yǎng)。care注意，照料, 關(guān)心, 護(hù)理；serve服務(wù)，招待；like喜歡，愛好；know知道，了解。

 

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