1、2011年普通高等学校招生全国统一考试（浙江卷）第一部分 英语知识运用（共两节，满分80分）1. -Im sorry I didnt make it to your party last night.- _, I know youre busy these days.A. Of courseB. No kiddingC. Thats all nightD. Dont mention it2. Experts think that _recently discovered painting may be _ Picasso. A. the ;不填B. a ;theC. a; 不填D. the;
2、a 3. Bats are surprisingly long lived creatures some _a life span of around 20 years. A. having B. had C. have D. to have 4. One Friday, we were packing to leave for a weekend away _my daughter heard cries for help.A. afterB. whileC. sinceD. when5. I always wanted to do the job which Id been trained
3、 _.A. onB. forC. byD. of6. The school isnt the one I really wanted to go to, but I suppose Ill just have to _it,A. make the best ofB. get away fromC. keep an eye onD. catch up with7. Since people are fond of humor, it is as well in conversation as _ else.A. anythingB. somethingC. anywhereD. somewher
4、e8. English is a language shared by several diverse cultures, each of _ uses it somewhat differently. A. which B. what C. them D. those 9. The professor could tell by the _ look in Marias eyes that she didnt understand a single word of his lecture. A. cold B. blank C. innocent D. fresh 10. A bank is
5、 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. there11. - Hows your new babysitter? - We _ ask for a better one. All our kids love her so much. A. should B. might C. mustnt D. couldnt 12. He decided that he would drive a
6、ll the way home instead of _ at a hotel for the night. A. putting down B. putting off C. putting on D. putting up 13. Ive 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 14. Even the best writers sometimes
7、 find themselves _ for words. A. lose B. lost C. to lose D. having lost15. 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 16. My schedule is very _ right now, but Ill try to f
8、it you in. A. tight B. short C. regular D. flexible 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 18. Anyway, I cant cheat him - its against all my _. A. emotions B. principles C. regulations D. opinions19. If they win th
9、e final tonight, the team are going to tour around the city _ by their enthusiastic supporters. A. being cheeredB. be cheeredC. to be cheered D. were cheered20. I dont think Ill be able to go mountain-climbing tomorrow. - _? A. And how B. How come C. Hows it going D. How about it第二节：完形填空（共20小题；每小题1分
10、，满分20分）Although I love my life, it hasnt been a lot of fun as Ive 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
11、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 famil
12、y 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 discs were very expensive and I really didnt have a lot of 30 to get started. And 31 you find only three to four songs out of ten on a disc t
13、hat 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, doesnt 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 a
14、nd said, “I have 800 karaoke songs in here. You can take your 37 and Ill 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 m
15、akes me do just that bit extra, when I have the chance. 21. A. loneliness B. sadness C. tiredness D. sickness22. A. set B. enjoyed C. kept D. shared 23. A. Gladly B. Eventually C. Unfortunately D. Surprisingly 24. A. Now B. Then C. Sometime D. Meanwhile 25. A. add up to B. make up for C. get rid of
16、D. take advantage of 26. A. If B. As C. Though D. Before 27. A. movement B. condition C. choices D. positions 28. A. reaching out B. living up C. getting on D. going back 29. A. recognized B. interviewed C. found D. invited 30. A. money B. time C. energy D. knowledge 31. A. thus B. once C. seldom D.
17、 often 32. A. actually B. hardly C. nearly D. formerly 33. A. job B. family C. idea D. offer 34. A. face B. view C. look D. sight 35. A. over B. along C. towards D. through 36. A. unhappily B. lovingly C. pitifully D. gratefully 37. A. pick B. turn C. role D. step 38. A. had to cry B. ought to cry C
18、. should have cried D. could have cried 39. A. more B. the ones C. few D. the rest 40. A. courage B. devotion C. kindness D. trust 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）AOne 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
19、a metal gate that blocked her path .Thats when she heard the whistle sounded by the driver of a train. Her Renault Clio was parked across a railway line. Seconds later, she watched the train drag her car almost a kilometre down the railway tracks.Ceelys near miss made the news because she blamed it
20、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 St
21、evenson, who tells Ceelys 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 its not just GPS devices: Stevenson t
22、akes 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 its 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 crossi
23、ng 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 does
24、nt say. Its 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 coun
25、try. He says that once again not all new locks have proved reliable. Perhaps, but maybe its 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 shap
26、ed 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 thousand
27、s of years. They have probably been fooling us for just as long.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 didnt tell her about the cross
28、ing.42.The phrase “near miss” (Paragraph 2) can best be replaced by_.A. close hitB. heavy lossC. narrow escapeD. big mistake43. Which of the following would Rick Stevenson most probably agree with?A. Modern technology is what we cant live without.B. Digital technology often falls short of our expect
29、ation.C. Digital devices are more reliable than they used to be.D. GPS error is not the only cause for Ceelys accident.44. In the writers opinion, Stevensons argument is _.A. one-sided B. reasonable C. puzzling D. well-based45. What is the real concern of the writer of this article?A. The major caus
30、es 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.BB46. What does the word “pump” mean in “He ran in every five minutes to pump me about the case”?A. Talk with. B. Ask f
31、or information.C. Listen to. D. Provide with evidence.47. When Sally says “The TV program kept pumping out commercials”, she may be_.A. excited B. interested C. annoyed D. worried48. What will the government most probably provide if it is engaged in a pump-priming program?A. Sums of money. B. Raw ma
32、terials. C. Human resources. D. Media support. 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 movingC. informative and significant D. interesting and powerfulCIn the more and more competitive service industry, it is n
33、o 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 busin
34、ess 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 cal
35、l 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
36、not like talking to machines,” says Dr, Storey, Senior Lecturer in Marketing 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
37、 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 with
38、in 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, disappoint
39、ment 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).A
40、irlines 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 A
41、irways 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 company has invested heavily in information technology to make
42、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 fooli
43、sh 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.50. We can learn from Paragraph 2 that _.A. complaining customers are hard to satisfyB. unsatisfied customers receive better serviceC .satisfied custo
44、mers catch more attention D. well-treated customers promote business51. The writer mentions “phone rage”(Paragraph 3)to show that _.A. customers often use phones to express their angerB. people still prefer to buy goods onlineC. customer care becomes more demandingD. customers rely on their phones t
45、o obtain services52. What does the writer recommend to to create customer delight?A. Calling customers regular.B. Gibing a “thank you “note.C. Delivering a quicker service. D. Promising more gifts. 53. If a manager should show his empathy (Paragraph 6), what would be probably say?A. “I know how upse
46、t you must be.”B. “I appreciate your understanding.”C. “Im sorry for the delay.”D. “I know its our fault.”54. Customer delight is important for airlines because _.A. their telephone style remains unchangedB. they are more likely to meet with complaintsC. the services cost them a lot of moneyD. the policies can be applied to their staff55. Which of the following is conveyed in this article?A. Face-to face se