62. Why are store managers often the last to hear complaints?

　　A Most customers won’t bother to complain even if they have had unhappy experiences.

　　B Customers would rather relate their unhappy experiences to people around them.

　　C Few customers believe the service will be improved.

　　D Customers have no easy access to store managers.

　　63. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?

　　A New customers are bound to replace old ones.

　　B It is not likely the shopper can find the same products in other stores.

　　C Most stores provide the same

　　D Not complaining to the manager causes the shopper some trouble too.

　　64. Shop owners often hire moonlighting police as parking attendants so that shoppers_____

　　A can stay longer browsing in the store

　　B won’t have trouble parking their cars

　　C won’t have any worries about security

　　D can find their cars easily after shopping

　　65. What contributes most to smoothing over issues with customers?

　　A Manners of the salespeople

　　B Hiring of efficient employees

　　C Huge supply of goods for sale

　　D Design of the store layout.

　　66. To achieve better shopping experiences, customers are advised to _________.

　　A exert pressure on stores to improve their service

　　B settle their disputes with stores in a diplomatic way

　　C voice their dissatisfaction to store managers directly

　　D shop around and make comparisons between stores 

　　 Part V Cloze

　　Directions: There are 20 blanks in the following passage. For each blank there are four choices marked A,B,C,D on the right side of the paper. You should choose the ONE that best fits into the passage. Then mark the corresponding letter on answer sheet 2 with a single line through the centre.

　　playing organized sports is such a common experience in the United States that many children and teenagers that them for granted. This is especially true 67 children from families and communities that have the resources needed to organize and 68 sports programs and make sure that there is easy 69 to participation opportunities. Children in low-income families and poor communities are 70 likely to take organized youth sports for granted because they often 71 the resources needed to pay for participation 72, equipment, and transportation to practices and games 73 their communities do not have resources to build and 74 sports fields and facilities.

　　Organized youth sports 75 appeared during the early 20th century in the United States and other wealthy nations. They were originally developed 76 some educators and developmental experts 77 that the behavior and character of children were 78 influenced by their social surrounding and everyday experiences. This 79 many people to believe that if you could organize the experiences of children in 80 ways, you could influence the kinds of adults that those children would become.

　　This belief that the social 81 influenced a person’s overall development was very 82 to people interested in progress and reform in the United States 83 the beginning of the 20th century. It caused them to think about 84 they might control the experiences of children to 85 responsible and productive adults. They believed strongly that democracy depended on responsibility and that a 86 capitalist economy depended on the productivity of worker.

　　67. A. among B. within C. on D. towards

　　68. A. spread B. speed C. spur D. sponsor

　　69. A. access B. entrance C. chance D. route

　　70 A. little B. less C. more D. much 

　　71. A. shrink B. tighten C. limit D. lack

　　72. A. bill B accounts C. fees D. fare

　　73. A. so B. as C. and D. but

　　74. A. maintain B. sustain C. contain D. entertain 

　　75.A. last B. first C. later D. finally

　　76.A. before B. while C. until D. when

　　77.A. realized B. recalled C. expected D. exhibited

　　78.A. specifically B. excessively C. strongly D. exactly

　　79. A. moved B. conducted C. put D. led

　　80. A. precise B. precious C. particular D. peculiar

　　81.A. engagement B. environment C.s tate D. status

　　82.A. encouraging B. disappointing C. upsetting D. surprising

　　83.A. for B. with C. over D. at

　　84.A. what B. how C. whatever D. however

　　85.A. multiply B. manufacture C. produce D. provide

　　86.A. growing B. breeding C. raising D. flying