英 语 试 题
本试卷分第I卷（选择题）和第II卷（非选择题）两部分，共150分。考试时间120分钟
注意事项：
1．答第一卷前，考生务必将自己的姓名、准考证号填写在本试卷和答题卡相对应的位置上
2．选出每小题答案后，用铅笔把答题卡上对应题目的答案标号涂黑。如需改动，用橡皮擦干净后，再选涂其他答案标号。不能答在本试卷上，否则无效。
第I卷
第一部分听力（共两节，满分30分
第一节（共5小题：每小题1．5分，满分7 5分）
听下面5段对话。每段对话后有一个小题，从题中所给的A、B、C二个选项中选出最佳选项，并标在试卷的相应位置。听完每段对话后，你都有10秒钟的时间来回答有关小题和 阅读下一小题。每段对话仅读一遍。
例：How much is the shirt?
A．￡19．15 B．￡9．15 C．￡9．18
答案是B。
1．What is the woman worried about?
A．Her friend Lisa． B．Her books． C．Her new dormitory．
2．Where did the man meet Henry?
A．He the meeting． B．In the office． C．In the lift
3．Why does the woman cancel her husband's appointment?
A．He /s ill． B．He is busy． C．He is out
4．What is the man poor in when using Chinese?
A．Reading B．Writing C．Speaking
5．What size T-shirt does the woman want to buy?
A．38 B．40 C．42
第二节（共15小题；每小题1．5分．满分22．5分）
听下面5段对话或独白。每段对话或独白后有几个小题，从题中所给的A、B、C三个选项中选出最佳选项，并标在试卷的相应位置。听每段对话或独白前，你将有时间阅读各个小题，每小题5秒钟；听完后，各小题将给出5秒钟的作答时间。每段对话或独白读两遍。
听第6段材料，回答第6、7题。
6．What's the probable relationship between the speakers?
A．Husband and wife B．Waiter and customer C．Teacher and student
7．What does the woman suggest buying?
A．A bed B．A desk C．A dining table
听第7段材料，回答第8、9题。
8．What are the speakers mainly talking about'?
A．Working on night shift． B．Sending Steven to school．C．Looking after Steven
9．Who should plan Steven's future in the woman's opinion?
A．The father B． The mother C． Steven himself
听第8段材料，回答第10至12题。
10．What does the man think of'由e movie?
A．Disappointing． B．Amazing． C．Moving
11．What made the woman confused about the movie?
A．The scenery． B．The special effects． C．The plot．
12．How does the woman often kill time?
A．By seeing movies． B．By reading books． C．By going shopping．
听第9段材料, 回答第 13至 16 题。
13．What did the man think of working here before?
A．Boring． B．Enjoyable． C．Challenging．
14．How long is the lunch break now?
A．Two hours． B．One hour． C．Half an hour
15．What does the man have more opportunities to do?
A．Learn new skills． B．Go out with colleagues C．Exercise in the gym
16．Why does the man still work here?
A．He can travel a lot． B．He has a good salary． C．He can work on his own．
听第 10段材料, 回答第 17至 20题。
17．When was the survey carried out'?
A．Several months ago． B．Several weeks ago． C．Several days ago
18．What was the score for friendliness as a whole?
A．8 out of 10． B．7 out of 10． C．6 out of 10．
19．What's suggested to improve friendliness?
A．Using some good phrases．
B．Asking the caller's name．
C．Removing hold music．
20．What is probably the speaker?
A． A customer． B． A manager． C．An interviewer．
第二部分阅读理解（共两节，满分40分）
第一节（共15小题：每小题2分，满分30分）
阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项，并在答题卡上将该项涂黑。
A
Mrs．Ohama spoke to the graduates of Martin Luther King Jr．High School on Saturday in her only high school commencement（毕业典礼）speech this year． The ceremony took place in the gymnasium of Tennessee State University
The first lady told the 170 graduates that she spent too much of her time in college focusing on academe achievements．While her success in college and law school led to 8 good job, she said, she ended up focusing on public service． "My message to you today is that don't waste a minute living someone else's dream: she said． It takes lot of real work to discover what brings you joy and you won't find what you love simply by checking mailboxes or surfing the net．
She said MLK reminded her of her own high school experience in Chicago．"My No．1 goal was to go to a high school that would push me and challenge me," she said．”I wanted to go somewhere that would celebrate achievement．Unfortunately, schools like this don't exist for every kid．" she said．"You are blessed”
The first lady told graduates that failure may be 8 part of their college lives and careers, and that how they respond determines what they will become． "That's when you find out what you're really made of in those hard times," she said．"But you can only do that if you're willing to put yourself in position where you might fail．" Overcoming difficulties has been the mark of many great people, she said, "Oprah was demoted（降职）from her first job as news reporter, and now she doesn't even need a last name," she said of media giant Oprah Winfrey "And then there's this guy Barack Obama, I could take up a whole afternoon talking about his failures He lost his first race for Congress”，the first lady Joked, "and now he gets to call himself my husband“
21．When choosing her high school, Mrs．Obama____ ．
A．was willing to meet challenges B．was pushed to make choice
C．failed to find an ideal school D．wanted to study law
22．By mentioning Oprah's example, Mrs．Obama wanted to tell graduates____ ．
A．m start as a news reporter B．to work hard to get promoted
C．to be brave enough to risk failing D．not to waste time doing what they dislike
23．What do we know about Mrs．Ohama from the text?
A．This was the first time she gave speech to graduates
B．She complained about her school life in her speech
C．She is a graduate of Tennessee State University
D．She is enthusiastic about public service
24．Where can you probably find this text?
A．In a politics book B．On news website
C．In 8 graduation paper D．On Mrs．Obama's blog
B
Sir John a British scientist who won last year's Nobel prize for medicine, said he had predicted at the time of his frog experiments that the successful cloning of a mammal would happen within 50 years．and that "maybe the same answer is appropriate" far the step to human cloning． Parents who lose children in accidents may be able to clone "copies" to replace them then．
Although any attempt to clone an entire human would raise complex moral issues, the biologist claimed people would soon overcome their concerns if the technique became medically useful．Cloning was regarded with extreme doubts when it was first developed but became widely accepted after the birth of Louise Brown, the first "test tube baby" He said, "When my first frog experiment．s were done, an American reporter asked how long it will be before these things can he done in mammals or humans I said, 'Well, it could be anywhere between 10 years and 100 years-how about 50 year ?' It turned out that it wasn't far off the mark as far as Dolly was concerned．Maybe the same answer is appropriate．" Sir John added that cloning a human being effectively means making an identical twin, and doctors would therefore simply be "copying what nature has already produced"
The average vote on allowing parents of deceased children, who are no longer fertile （能生育的）, to create another using the mother's eggs and skin cells from the first child, thinking the technique was safe and effective, is 60 per cent in favor．The reasons for "no" are usually that the new child would feel they were some sort of a replacement for something． ．
25．Sir John predicted the human cloning would be a reality in _ at most．
A．100 yea始 B．60 years C．50 years D．10 years
26．According to the text, which statement is NOT true?
A．Louise Brown is the first "test tube baby"．
B．Human cloning is still a controversial topic．
C．Sir John is positive about the future of human cloning．
D．Human cloning is creating something that didn’t exist before．
27．The underlined word "identical" probably means _ ．
A．same B．special C．new D．clear
28．What does the text mainly talk about?
A．The life of Sir John, B．Predict/on on human cloning．
C．Views on human cloning D．Achievements in human cloning．
C
Sitting for more than three hours a day can decrease a person's life expectancy（寿命）by two years, even if he or she is physically active and gets rid of dangerous habits like smoking, according to a study．Watching TV for more than two hours a day can worsen that problem, decreasing life expectancy by another l．4 years．
The analysis comes just two years after Australian researchers found that people who said they watched TV for more than four hours a day were 46% more likely to die of any cause than people who said they spent less than two hours a day watching TV．Those watching TV more than four hours a day were also 80% more likely to die of cardiovascular （心血管的） disease．"Sedentary （久坐的） behavior is something we need to pay attention to, beyond telling people to get 30 minutes of activity a day ,”said Peter T．Katzmaezyk． one of' the lead researchers． But while the evidence of illnesses is increasing, it remains difficult for many people to find time to get on their feet, especially if they do desk jobs．
"Try to stand as much as you can," Dr．Katzmarzyk said．"Typically when you're on the telephone you can stand and use the speakerphone Instead of emailing someone in the office, just get up and So to talk to them．" However, Dr．Katzmarzyk added, standing shouldn't be an alternative to exercising, but an alternative to sitting．"Several studies show that when you're sitting, your leg muscles are completely inactive," he said． "When you're sitting and completely inactive, this is when you run into trouble managing blood glucose （血糖）．"
29．What is the main idea of the first paragraph?
A．Watching TV too long can worsen our mental health．
B．We should he active and give up smoking．
C．Silting for too long a time can shorten one's lire．
D．Smoking too much can be harmful to health．
30．The researchers draw the conclusion on the effect of sedentary behavior by ．
A．making comparisons B．istin8 figures
C．giving examples D．classifying facts
31．What dues Dr．Katzmarzyk think of sedentary behavior?
A．It warns people to exercise 30 minutes a day．
B．It's a bad behavior worth considering seriously．
C．Sedentary behavior can lead to death at once．
D．Sedentary behavior is good for desk job workers．
32．According to Dr．Katzmarzyk, if you are sitting all the time, you may _ ．
A．phone your friends and talk about your problem
B．put on weight quickly and become more inactive
C．want to have more sugar for your meals
D．fincl it hard to keep your blood glucose proper
D
New Zealand has long been mountain hike mad． Over the last 25 years an increasing number of dedicated（专用）cycle tracks and parks have sprung up in both town and country, many developed by bike clubs and other community groups．
Recreational cycling was already on a roll, when in 2009 a 50 million New Zealand dollar government fund was established to create a continuous touring route running the length of the country, supported al a grass roots level by an additional 50 million New Zealand dollars offered up by councils and focal organizations．
It soon became apparent, however, that building one continuous route across the two islands was not only too ambitious, hut it also would bypass many of the most remote and interesting corners of the country． Restoring and extending historic pathways made more sense, enabling cyclists to visit fascinating historic and cultural sites while seeing natural wonders along the way, and inspiring both locals and people from overseas to ride them．
The first sod （草皮） of the new trails was turned by Prime Minister John Key in late 2（X）9． Since then, armed will machetes, shovels and diggers, some of the world's hest single-track designers and builders have bush-bashed, benched． sidled and switch-hacked their way through a diverse range of terrain （地形）．
By the encl of 2012, 10 0f the 20 trails were open to riders, with the remainder scheduled for completion by the end of 2,013．The 2,340 km network will be even further extended by already-established trails, such as the famous 71 km Queen Charlotte Track that goes through the Marlborough Sounds al the top of the South Island．
33．Restoring and extending historic pathways would _ ．
A．work natural wonders alone the historic pathways
B．allow cyclists to enjoy local history and culture
C．discourage locals and foreigners from riding them
D．avoid all remote and interesting corners of the country
34．Who first started the building work of the new trails?
A．Prime Minister John Key．
B．Locals and people from overseas．
C．Some of the single-track designers．
D．Bike clubs and other community groups．
35．What can be the best title for the text?
A．Mountain Bike Holiday． B．Recreational Cycling．
C．New Cycle Trails for Easy Riding． D．Queen Charlotte Track．
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人空白处的最佳选项，选项中有两项为多余选项。
Can’t get out of the office? Try these tips for a healthier, less stressful workday．
● 36
For upper-body strength: Stand a yard or more away from your desk, with your feet together．Place your palms on the edge of the desk a shoulder's width apart． Lower your chest to the edge of the desk, and push hack up．Remember to breathe out on the way up．Do 20 times．
●The little mermaid（美人鱼）at work．
Sit upright in your chair．Hold your right wrist over your head with your left hand and pull it, stretching your right side．Make sure to keep your shoulders down as you bend．Hold for 10 seconds． 37 Take hold of your left wrist over your head with your right hand and stretch the other way．Repeat five times on each side．
●Shoulder spin．
A good move for flexibility．Sit tall in your chair and reach your left hand behind your back, between your shoulder blades（肩胛骨）, palm out．Then reach your right hand up toward the ceiling, bend it down．and try to touch your left hand． 38 Hold for 10 seconds If not, grab onto your shirt and keep practicing．Switch arms and repeat．
●The wooden leg．
For lower-body strength: Sit in your chair, extend one leg out straight in front of you and hold for two seconds．Then raise it up as high as you can, and hold it again for two seconds． 39
●The magic carpet ride．
This works your core and arms． 40 Then place your hands on the armrests, suck in your gut （内脏 ）and raise yourself a few inches above the seat using your belly muscles and hands．Hold for 10 to 20 seconds．Rest for 30 seconds．Repeat five times．
A．Repeat with each leg 15 times．
B．Invisible chair sit．
C．Desk push ups．
D．If you can reach it, great!
E．Sit in your chair, legs crossed and feet on the seat
F．Return to upright posture
G．Release and raise your arms toward the ceiling again
第三部分英语知识运用（共两节，满分45分）
第一节完形填空（共20小题；每小题1．5分，满分30分）
阅读下面短文，从短文后备题所给的四个选项（A、B、C和D）中，选出可以填入空白处的最佳选项，并在答题卡上将该项涂黑。
This year John was overjoyed by the Christmas season．He was becoming a 41 ．He knew soon he would be州d enough 10 42 the orphanage（孤儿院）He was 43 by this expectation． He would save his orange, the Christmas gift, until his 44 in July．If he 45 it very carefully, he might be able to eat on his birthday
Christmas day finally came．Entering the big dining hall, John could smell the 46 aroma（味）of meat．Because of his excitement, he lost his footing, causing a 47 ．Immediately the master 48 , "John, leave the hall and there’ll be no 49 for you this year．" John's heart broke 50 ．Tears in eyes, he turned and went swiftly hack to the cold room㈨, that the children would not see his 51 ．
Later he heard the door open and some children entered．Little Elizabeth 52 a piece of rag．"Here John," she said, "This is for you．" John was 53 by her innocence as he 54 the bulge（鼓胀）in her hand．Lifting back the edges of the rag, he saw a big juicy orange all peeled and quartered…and then he 55 what they had done．Each had 56 their own orange by sharing“quarter and had created a big beautiful orange for him．
John never forgot the love and sharing his friends had shown him that Christmas day．John's beginning was a poor existence; 57 ,his growlhc0 manhood was 58 by wealth and success． 59 that day, every year he would send oranges to children in orphanages．His desire was that no child would ever spend Christmas without a（n） 60 Christmas fruit!
41．A．father B．master C．man D．soldier
42．A．leave B．assist C．rebuild D．escape
43．A．disappointed B．excited C．annoyed D．embarrassed
44．A．graduation B．anniversary C．wedding D．birthday
45．A．polished B．hid C．preserved D．planted
46．A．awful B．strange C．sour D．unusual
47．A．disturbance B．praise C．loss D．misunderstanding
48．A．whistled B．shouted C．whispered D．sighed
49．A．friend B．toy C．prize D．orange
50．A．quietly B．slowly C．violently D．narrowly
51．A．delight B．sorrow C．excitement D．surprise
52．A．helped out B．picked out C．held out D．tried out
53．A．touched B．puzzled C．shocked D．amazed
54．A．pointed to B．stuck to C．searched for D．reached for
55．A．wondered B．realized C．analyzed D．ignored
56．A．collected B．kept C．sacrificed D．picked
57．A．however B．besides C．instead D．therefore
58．A．replied B．returned C．reacted D．rewarded
59．A．In search of B．In memory of C．In favor of D．In honor of
60．A．common B．expensive C．special D．large
第Ⅱ卷
第二节（共10小题；每小题1．5分，满分15分）
阅读下列材料，在空白处填入适当的内容（不多于3个单词）或括号内单词的正确形式．
Alice: Hi, Peter! I saw you on the 7 o'clock news last night．
Peter: Oh, yeah．
Alice: So tell us what happened?
Peter :I 61 （walk） alone on the beach when I heard someone _62 （call¨）out hr help． I looked up and there on the headland was a little kid．He had climbed up the cliff（悬崖）and was stuck．
Alice: What did you do then?
Peter: My first thought was to run and get help, but the boy was crying． He looked as though he would fall at 63 moment． So I climbed up to get him down．The rocks were very loose．and I almost （slip）a couple of times．I was beginning to think 65 wasn't a good idea to climb up there alone and that I 66 （get）help first． Then I reached the boy． 67 ,I couldn't get him down．We were both stuck!
Alice: And then what did you do?
Peter: I shouted for help．Pretty soon there came _68 small crowd on the f）each． One of them called the Coast Rescue Service．About five minutes 69 there appeared a helicopter overhead, and we _70 （rescue）
第四部分写作（共两节，满分35分）
第一节短文改错（共10小题；每小题1分，满分10分）
假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文有10处语言错误，每句中最多有两处。每处错误仅涉及一个单词的增加、删除或修改。
增加：在缺词处加一个漏字符号（∧），并在其下面写出该加的词。
删除：把多余的词用斜线（＼）划掉。
修改：在错的词下画一横线，并在该词下面写出修改后的词
注意：l．每处错误及其修改均仅限一词。
2．只允许修改10处，多者（从第11处起）不计分。
I've learned from the newspaper that your company is looking for receptionist．I’m very interesting in the job and I’d like to apply to the position．
First of all, allow me to introduce myself．I had just graduated from high school and taken the University Entrance Examination． I want to find out a part-time job in the summer． I'm 18 year old and have a good command of English, especial in terms or speaking and listening In fact, I once won the rust prize in die English speech competition hold in our school Besides, I'm quite easy-going hut therefore very popular among my classmates．
第二节书面表达（满分25分）
假定你是李华，你校外教Mr．Brown邀请你周日上午去听关于英国文学的讲座，但你因故不能参加。请根据以下提示，写封邮件向Mr．Brown说明。
1．表示歉意；
2．说明理由：去火车站接一位来访的老同学；
3．表示遗憾：对英国文学很感兴趣，遗憾失去这次机会；
4．希望得到讲座录像或课件，以便课下学习。
注意：1．词数100左右；
2．可以适当增加细节，以使行文连贯；
3．邮件开头和结尾已给出，不计入总词数；
Dear Mr．Brown．
Best wishes to you．
Yours sincerely,
Li Hua
参
听力（20×1.5=30）：1—5 BCACB 6—10 ACBCA 11—15 CABCA 16—20 BACAB
阅读理解（15×2=30）：21—24 ACDB 25—28 CDAB 29—32 CABD 33—35 BAC
七选五阅读填空（5×2=10）：36—40 CFDAE
完形填空（20×1.5=30）：41—45 CABDC 46—50 DABDC 51—55 BCADB 56—60 CADBC
语法填空（10×1.5=15）：61. was walking 62. calling 63. any . slipped 65. it
66. should have got 67. However 68. a 69. later 70. were rescued
短文改错（10×1=10）：
I have learned from the newspaper that your company is looking for∧ receptionist.
a
I’m very interesting in the job and I’d like to apply to the position.
interested for
First of all, allow me to introduce myself. I had just graduated from high school
have
and taken the University Entrance Examination. I want to find out a part-time job in the
summer. I’m 18 year old and have a good command of English, especial in terms of speaking
years especially
and listening. In fact, I once won the first prize in the English speech competition hold in our
held
school. Besides, I’m quite easy-going but therefore very popular among my classmates.
and
I sincerely hope you can give us a chance. I’m looking forward to your early reply.
me
书面表达（满分25分）：
One possible version：
Dear Mr. Brown,
I’m so sorry that I won’t be able to attend the lecture on the British literature this Sunday morning. But an old classmate of mine will come to see me that day. We haven’t seen each other for quite a long time and I have promised to meet him at the railway station, for he is not familiar with this city.
As you know, I’m deeply interested in the British literature, so it’s really a pity to miss the lecture. But I wonder if I could borrow the record or have a copy of the PPT. It would mean so much to me to watch the record or PPT and learn what’s covered in your lecture. (116 words)
Best wishes to you.
Yours sincerely,
Li Hua
书面表达评分细则
1、本题总分为25分，按5个档次给分。
2、评分时，先根据文章的内容和语言初步确定其所属档次，然后以该档次的要求来衡量，确定或调整档次，最后给分。
3、词数少于90和多于120的，从总分中减去2分。
4、评分时，应注意的主要内容为：内容要点、应用词汇和语法结构的数量和准确性及上下文的连贯性，根据表达内容的层次适当分段及语言的得体性。
5、拼写与标点符号是语言准确性的一个方面。评分时，应视其对交际的影响程度予以考虑。英、美拼写及词汇用法均可接受。
6、如书写较差，以至影响交际，将分数降低一个档次。
各档次的给分范围和要求
0分：信息未能传达给读者。
第一档：（1—5分）：未完成试题规定的任务。
第二档：（6—10分）：能表达观点，但不够充分，很少句子可读，未恰当完成试题规定的任务。
第三档：（11—15分）：能表达观点，但欠充分，语言错误较多，基本完成了试题规定的任务。
第四档：（16—20分）：观点观确，陈述合理，有部分语言错误，较好地完成了试题规定的任务。
第五档：（21—25分）：观点观确，陈述合理，极少语言错误，很好地完成了试题规定的任务。
附：听力材料
Text 1
W: Lisa said she mailed me some books. But they never came.
M: Well, you just moved into a new dormitory. She probably sent them out before she had your new address.
Text 2
M: Did you see Henry at the meeting?
W: No. He must have got tied up at the office.
M: No, that isn’t so. I met him in the lift just now.
Text 3
W: I have to cancel my husband’s appointment on July 5th because he is ill at home.
M: I’m sorry to hear that. Would you like to make an appointment for some other time?
W: You can come to my house if it is important.
Text 4
W: Have you decided to take that position in China? I heard the salary is good.
M: No.
W: Why? You took Chinese in high school, didn’t you?
M: I’d be all right if they only required a reading or writing knowledge of it. But you see, I have to speak there.
Text 5
W: Do you have another one of these pink T-shirts?
M: There’s this one.
W: But that’s a size 42. I need a smaller one.
M: Here’s a 40. The size 38 will be too small for you.
W: OK. Thanks. I’ll take it.
Text 6
W: Tim, how much do you think we should spend on furniture?
M: My original budget is $600.
W: Well, let’s think about what we should buy.
M: Good, that’s really something urgent. I don’t want to sleep on the floor in our new home. That’s the first thing.
W: Just a minute, I’ll get a pen to write all this down.
M: A dining table, and a desk for us to work on.
W: What about just buying one dining table? I think it could be used as a dining table and a desk, too. We can put it here.
M: Great idea. Well, we need two chairs in any case.
W: Yes, two chairs.
Text 7
M: I think Steven is the right age to go to school, for both of us have to work and we don’t have spare time to take care of him.
W: But he is still so young. It’s time for him to play. I’ll work on night shift from next week. I’ll be free in the daytime.
M: But he is old enough to learn knowledge from school. It’s your duty to plan his future.
W: No, I couldn’t agree with you. It’s his own duty to plan his own future.
M: Anyway, I’ll send him to school this year.
Text 8
W: Did you like the movie?
M: Mmm … to be frank, I didn’t think it was as good as the former ones, even though the scenery is brilliant. How about you?
W: I think the special effects were amazing. But I was a little bit confused, for the plot was too complicated for me. I tried hard to keep track of all the characters and figure out what was going on.
M: Did you read the books before watching the movie?
W: No. Did you?
M: Yes, I have read them all. I think it’s easier to follow for people who are already familiar with the characters. By the way, do you often go to the movies?
W: Yeah. I am a moviegoer and enjoy killing time in the theatre.
Text 9
M: Good morning! I’m Roy Carroll.
W: Hello, Roy. Have a seat. Well, you seem to have the longest service record — seventeen years!
M: That’s right.
W: Well, you’re obviously happy here!
M: I am, yes, although it used to be more fun.
W: Why’s that?
M: Well, it was more sociable. I used to go out more with my colleagues. When I first started here, we had very long lunch breaks, sometimes for two hours. Now it’s only thirty minutes. And we all used the gym together. That doesn’t happen much now.
W: Did you use to work more as a team?
M: Yes, we did. We’re more on our own now. I also used to travel a lot more too. They’ve cut down on that.
W: Has anything changed for the better?
M: Yes, there are more opportunities to learn new skills. The money’s much better now. That’s why I’m still here!
Text 10
M: So, if everyone is here, I’ll make a start. As you know, a few months ago we asked some consultants to do a survey of the way we answer the telephone across the group. They telephoned our offices and made enquires as customers normally would. Now, I’ll begin with what they found out. First of all, they found out that on average we answer the phone after four rings, which isn’t bad, but we can still improve on it. Secondly, friendliness. Now, although some offices scored as high as 8 out of 10 for friendliness, the consultants only gave the company as a whole 6 out of 10. On this point, they suggested that we use some good phrases on the phone. I think we can choose some new hold music as well. And finally, efficiency. Now here, we did quite well. However, there were one or two negative points which we still have to work on, such as always remembering to ask the caller’s name. So, we need to do a lot of work.
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