57.Why does the author congratulate his male readers at the beginning of the passage?

　　A. They are more likely to survive serious diseases today.

　　B. Their average life span has been considerably extended.

　　C. They have lived long enough to read this article.

　　D. They are sure to enjoy a longer and happier live.

　　58。What does the author state is the most important reason men die five years earlier on average than women?

　　A. men drink and smoke much more than women

　　B. men don’t seek medical care as often as women

　　C. men aren’t as cautions as women in face of danger

　　D. men are more likely to suffer from fatal diseases

　　59. Which of the following best completes the sentence “Geez, if it could happen to him,…’(line2,para,8)?

　　A. it could happen to me, too

　　B. I should avoid playing golf

　　C. I should consider myself lucky

　　D. it would be a big misfortune

　　60what does Dr. Ross Cartmill mean by “the ostrich approach”(line q para.9)

　　A. a casual attitude towards one’s health conditions

　　B. a new therapy for certain psychological problems

　　C. refusal to get medical treatment for fear of the pain involved

　　D. unwillingness to find out about one’s disease because of fear

　　61. What does Cartmill say about regular check-ups for men?

　　A.They may increase public expenses

　　B.They will save money in the long run

　　C.They may cause psychological strains on men

　　D.They will enable men to live as long as women 

　　Passage two

　　Question 62 to 66 are based on the following passage

　　High-quality customer service is preached(宣揚) by many ,but actually keeping customers happy is easier said than done

　　Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers-and anyone who will listen.

　　Store managers are often the last to hear complaints, and often find out only when their regular customers decide t frequent their competitors, according to a study jointly conducted by Verde group and Wharton school

　　“Storytelling hurts retailers and entertains consumers,” said Paula Courtney, President of the Verde group.” the store loses the customer, but the shopper must also find a replacement.”

　　On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.

　　According to the research, shoppers who purchased clothing encountered the most problems. ranked second and third were grocery and electronics customers.

　　The most common complaints include filled parking lots, cluttered (塞滿了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

　　During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance climinated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

　　Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

　　Most importantly, salespeople should be diplomatic and polite with angry customers.

　　“Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as simple as a greeter at the store entrance would help.”

　　Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

　　注意：此部分試題請在答題卡2上作答