Organized volunteering and work experience has long been a vital companion to university degree courses. Usually it is left to __62__ to deduce the potential from a list of extracurricular adventures on a graduate's resume, __63__ now the University of Bristol has launched an award to formalize the achievements of students who __64__ time to activities outside their courses. Bristol Plus aims to boost students in an increasingly __65__ job market by helping them acquire work and life skills alongside __66__ qualifications.
\"Our students are a pretty active bunch, but we found that they didn't __67__ appreciate the value of what they did __68__ the lecture hall,\" says Jeff Goodman, director of careers and employability at the university. \"Employers are much more __69__ than they used to be. They used to look for __70__ and saw it as part of their job to extract the value of an applicant's skills. Now they want students to be able to explain why those skills are __71__ to the job.\"
Students who sign __72__ for the award will be expected to complete 50 hours of work experience or __73__ work, attend four workshops on employ-ability skills, take part in an intensive skills-related activity __74__, crucially, write a summary of the skills they have gained. __75__ efforts will gain an Outstanding Achievement Award. Those who __76__ best on the sports field can take the Sporting plus Award which fosters employer-friendly sports accomplishments.
The experience does not have to be __77__ organized. \"We're not just interested in easily identifiable skills,\" says Goodman. “__78__, one student took the lead in dealing with a difficult landlord and so __79__ negotiation skills. We try
to make the experience relevant to individual lives.\"
Goodman hopes the __80__ will enable active students to fill in any gaps in their experience and encourage their less-active __81__ to take up activities outside their academic area of work.
62. A) advisors B) specialists C) critics D) employers
63. A) which B) but C) unless D) since
64. A) divide B) devote C) deliver D) donate
65. A) harmonious B) competitive
C) Resourceful D) prosperous
66. A) artistic B) technical C) academic D) interactive
67. A) dominantly B) earnestly C) necessarily D) gracefully
68. A) outside B) along C) over D) through
69. A) generous B) considerate C) enlightening D) demanding
70. A) origin B) initial C) popularity D) potential
71. A) relevant B) responsive C) reluctant D) respective
72. A) out B) off C) away D) up
73. A) casual B) elective C) domestic D) voluntary
74. A) or B) thus C) so D) and
75. A) Occasional B) Exceptional C) Informative D) Relative
76. A) perform B) convey C) circulate D) formulate
77. A) roughly B) randomly C) formally D) fortunately
78. A) for instance B) In essence C) In contrast D) Of course
79. A) demonstrated B) determined C) operated D) involved
80. A) device B) section C) scheme D) distraction
81. A) attendants B) agents C) members D) peers
DBBBC CADDA DDDBA CAACD
High-quality customer service is preached(宣扬) by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of 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 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 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(塞满了的) 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 peaking spaces. This guidance got rid of 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.
1. Why are store managers often the last to hear complaints?
A. Few customers believe the service will be improved.
B. Customers would rather relate their unhappy experiences to people around them.
C. Customers have no easy access to store managers.
D. Most customers won't bother to complain even if they have had unhappy experiences.
2. Shop owners often hire moonlighting police as parking attendants so that hoppers .
A. can find their cars easily after shopping
B. won't have trouble parking their cars
C. can stay longer browsing in the store
D. won't have any worries about security
3.What contributes most to smoothing over issues with customers?
A. Design of the store layout.
B. Hiring of efficient employees.
C. Manners of the salespeople.
D. Huge supply of goods for sale.
4.To achieve better shopping experiences, customers are advised to .
A. voice their dissatisfaction to store managers directly
B. shop around and make comparisons between stores
C. settle their disputes with stores in a diplomatic way
D. put pressure on stores to improve their service
5.What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A. New customers are sure 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.
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