2014届高考英语二轮专题突破精选：阅读理解21.docVIP

2014届高考英语二轮专题突破精选：阅读理解 1. How can you build more word-of-mouth advertising (口碑广告)? In other words, why would your customers want to talk to their friends about their experience of doing business with you? When you perform your service or deliver your product competently (出色地), you are just doing what the customer expects. (If you don’t meet the customers’ expectations, they may tell their friends what you don’t want them to hear!) In order to increase the number of the customers who want to share their good experience with their friends, you must make your service impressive, going beyond what is expected. Recently my daughter Dawn and I had lunch with my team members at the Campbell House. The food and service were truly excellent. My daughter asked for her leftovers (剩菜) to be packed. They were returned to her in aluminum foil (铝箔) shaped like a swan(天鹅). Guess what she talked about when she got home? How much more do you think it cost the Campbell House to produce that “Wow!” experience? Answer —not a cent! Disneyland should be an inspiration to us all in providing a “Wow!” experience. What do people talk to their friends about when they come home? “You should have seen how clean that park was! With all of the people there, it’s unbelievable! There’s not even a gum wrapper on the ground!” Walt Disney understood that cleanliness is marketing. 51. According to the passage, customers would like to share their good experience with their friends if ______. A. the service is better than they expected. B. the price of the service is low enough. C. what they need is provided on time. D. the after-sale service is good enough. 52. How did Dawn feel the moment she saw her packed leftovers? A. Disappointed and angry. B. Excited and crazy. C. Surprised and pleased. D. Worried and unhappy. 53. By saying “Answer — not a cent!” the author seems to believe that ______. A. it is always possible to satisfy all of the customers B. the service should be