本试卷分为第I卷（选择题卷）和第II卷（非选择题卷）。满分120分，考试时间100分钟。
第I卷
第一部分阅读理解（共两节，满分40分）
第一节 （共15小题，每题2分，满分30分）
阅读下列短文，从每题所给的A,B,C,D四个选项中选出最佳答案。
A
Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead they 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 to 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 others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems.
