1、绝密考试结束前 2011 年普通高等学校招生全国统一考试 英英 语语 姓名 准考证号 本试题卷分选择题和非选择题两部分。全卷共 12 页，选择题部分 1 至 10 页，非选择 题部分 11 至 12 页。满分 120 分，考试时间 120 分钟。 请考生按规定用笔将所有试题的答案涂、写在答题纸上。 选择题部分（共（共 80 分）分） 注意事项：注意事项： 1.1.答题前，考生务必将自己的姓名、准考证号用黑色字迹的签字笔或者钢笔分别填写在答题前，考生务必将自己的姓名、准考证号用黑色字迹的签字笔或者钢笔分别填写在 试卷和答题纸上的位置。试卷和答题纸上的位置。 2.2.小题选出答案后，用小题选出答案
2、后，用 2B 铅笔把答题纸上对应题目的答案标号涂黑，如需改动，用橡铅笔把答题纸上对应题目的答案标号涂黑，如需改动，用橡 皮擦干净后在选择其他答案标号，不能答在试卷上。皮擦干净后在选择其他答案标号，不能答在试卷上。 第一部分：英语知识运用（共两节，满分 30 分） 第一节：单项填空（共 20 小题；每小题 0.5 分，满分 10 分） 从 A、B、C 和 D 四个选项，选出可以填入空白处的最佳选项，并在答 题纸上将该选项标号涂黑. 1.Im sorry I didnt make it to your party last night . _ _.I know youre busy these d
3、ays. A.Of course B. No kidding C. Thats all right D. Dont mention it 2.Experts think that _recently discovered painting may be _ Picasso A.the.不填 B.a;the C.a;不填 D.the;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 Fri
4、day,we were packing to leave for a weekend away _ my daughter beard cries for help A. after B. while C. since D. when 5.I always wanted to do the job which Id been trained . A. on B. for C. by D. of 6.The school isnt the one I really wanted to go to ,but I suppose Ill just have to_it A. make the bes
5、t of B. get away from C. keep an eye on D. catch up with 7.Since people are fond of humor ,it is as welcome in conversation as_else. A. anything B. something C. anywhere D. somewhere 8.English is a language shared by several diverse cultures ,each of_ uses it somewhat differently . A. which B. what
6、C. them D. those 9.The professor could tell by the _look in Mariss eyes that she didnt understand a single word of his lecture A. cold B. blank C. innocent D. fresh 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
7、 D. there 11.ows 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 all 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 writi
8、ng this report _for the last two weeks ,but it has to be handed it tomorrow. A. finally B. immediately C. occasionally D. certainly 14.Even the best writers find themselves _for words. A. lose B. lost C. to lose D. having lost 15.The manager was worried about the press conference his assistant _in h
9、is 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 fit you in A. tight B. short C. regular D. flexible 17.an I come and have a look at your new house? .Yes,_! A. with pleasure B.I like it C.I quite ag
10、ree D.by all means 18.Anyway,I cant cheat himits against all my_. A. emotions B. principles C. regulations D. opinions 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 20.I
11、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，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 和 D) 中选出最佳的选项，并在答题纸上将该选项标号涂黑。 Although I love my life ,it hasnt been a lot of fun as Ive been ill for 28 years
12、Music has always been a great love of mine and ,in my 20s,when my_21_was move manageable ,I 22 ten years as a professional singer in restaurant .playing and singing falk songs. 23 that was years ago and times have changed . _24_ I live with my mother on a country farm . Two years ago,I decided that
13、I would need to love some kind of extra work to _25_ my disability pension (残疾抚恤金）._26_ I needed to sleep in 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
14、that I waned to sing again but using recurded knraoke 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 that you can _32_. When I told the owner of the shop about my 33 ,he gave me a long use
15、 the gave me a long ,thoughtful _34_. “This means a lot to you , doesnt it ?be 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. You can take your
16、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 makes me do just that bit extra , which I have the chance. 21.
17、 A. loneliness B. sadness C. tiredness D. sickness 22. A. set B. enjoyed C. kept D. shared 23. A. Gladly B. Eventually C. Unfortunately D. Surprisingly 24. A. Now B. Then C. Some time D. Meanwhile 25. A. add up to B. make up for C. get nd of D. take advantage of 26. A. If B. As C. Though D. Before 2
18、7. 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. ones C. seldom D. often 32. A. actually B. hardly C. nearly D. formerly 33.
19、 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.should have cried D. could have cried 39.A.more B. the ones C
20、. few D.the rest 40.A.courage B. devotion C. kindness D.rust 第二部分：阅读理解（第一节第二部分：阅读理解（第一节 2020 小题，第二节小题，第二节 5 5 小题；每小题小题；每小题 2 2 分，满分分，满分 5050 分）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 A One evening in February 2007 . a student named Paula Ceely brought her car to a stop on a re
21、mote in Wales . She got out to open a metal gate that blocked her path . Thats when she heard the whistle sounded by the driver of a train.Her Renault Clio parked across a railway line. Second later,she watched the train drag her car almost a kilometre down the railway tracks. Ceelys near miss made
22、the news because she blamed it on her GPS device(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 t
23、he BBC. W ho is to blame here ? Rick Stevenson ,who tells Ceelys story in his book When Machines Fail US, 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 j
24、ust GPS devices: Stevenson takes us on a tour of digital disasters involving everything from mobile phones to wireless key boards. The problem with his argument in the book is that its not clear why he only focuses digital technology,while there may be a number of other possible causes. A map-maker
25、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 signaling system. Or maybe someone has studied the relative dangers and worked out that there really is something specific wrong with the CPS equi
26、pment. But Stevenson doesnt say. Its a problem that runs through the book. In a section on cars, Stevenson gives an accout 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 i
27、n some parts of the country. He says that once 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 c
28、omplex. It is shaped by economics and psychology and the cultures we live in. Somewhere in the mix of those forces there may be way 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
29、 for thousands 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 works failed to give the signal. D. Her GPS device didnt tell he
30、r about the crossing 42.The phrase near miss (paragraph 2 ) can best be replaced by _. A. close bit B. heavy loss C.narrow escape D. big mistake 43.Which of the following would Rick Stevenson most probably agree with? A. Modern technology is what we cant live without. B. Digital technology often fal
31、ls short of out expectation. C. Digital devices are more reliable than they used to be. D. GPS error is not the only cause for Celerys accident. 44.In the writers opinion, Stevensons argument is_. A. one-sided B. reasonable C.puzzling D.well-based 45.What is the real concern of the writer of this ar
32、ticle? A.The major causes of traffic accidents and car thefts. B.The relationship between humans and technology C. The shortcomings of digital devices we use. D. The human unawareness of technical problems. 48. What will the government most probably provide if it is engaged in a pump-priming program
33、? A.Sums of money B. Raw materials 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 moving C. informative and significant D. interesting and powerful C In the more and more competitiv
34、e scrvice industry , it is no longer enough to promise customrr satisfaction. Today , customer delighi is what companies are trying to achieve in or order to keep and increase market share. It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving g
35、ood service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal New llenges for customer care have come when peoplecan obtain goods and services
36、 through telephone call centers and the Intemet. 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 ragecaused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.
37、 Many people do not like talking to machines ,says Dr . Storey Senior Lecturer in Marketng at City University Business School. Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customet feel they know
38、 you and that you can trest 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 camed out within five hours ,but getting it don
39、e within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected thank you to regntlar 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 , d
40、isappointment or worse will be the result . This can be eased by offering an aplogy 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 faimess suggests best meets the
41、case). Airlines face some of the tourhest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather ,unclaimed luggage and technieal problems . For B
42、ritish Airways staff , a winning telephone style is considercd vital in handling the large volume of calls about bookings and flight times . They are trained to answer quickly ,with their name , job title and a we are here to help attitude. The company has investod heavily in information technology
43、to make sure that infomation is available instantly on scren. 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
44、 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. 50. We can learn from Paragraph 2 that . A. complaining customers are hard to satisfy B. unsatisfied customers receive better service C. Satis
45、fied customers catch more attention D. well-treated customers promote business 51. The writer mentions phone rage(Paragraph 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 attention D. customers rely on t
46、heir phones to obtain services 52. What does the writer recommend to create delight? A. Calling customers regularly B. Giving a thank you note. C. Delivering a quicker service D. Promising more gifts. 53. If a manager should show his empathy (Paragraph6), what would he probably say? A.“I know how up
47、set 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 anchanged B. they are more likely to meet with complaints C. the services cost them a lot of money D. th
48、e policies can be applied to their staff 55. Which of the following is conveyed in this article? A. Face-to-face service creatcs 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 m
49、arket. D. Customer delight is more important for airlines than for banks. D It was Saturday . As always, it was a busy one, for Six days shall you labor and do 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 s
