26~30题：根据短文内容判断给出的语句是否正确，正确的写“T”，错误的写“F”，并将答案写在答题纸上。 Passage 2
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
26. Hotel customers and hotel staff think the same about breakfast.
27. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.
28. It’s not necessary to know about the customers’ needs and preferences. 29. Questionnaires are useful in getting feedback from customers.
30. Front-line staff have nothing to do with improving customer service. 四、翻译（每小题4分，共20分）
31~35题：英译汉，从A、B、C三个选项中选出一个最佳答案，并将答案序号写在答题纸上。
31. A bad hire not just wastes your time and money, but also impacts the team spirit and company morale.
A. 坏雇员不只是会浪费你的时间和金钱，但是也影响队伍的精神和公司风气。 B．招聘到不合格的员工即浪费时间和金钱，而且还会影响整个团队精神和公司士气。 C. 浪费时间和金钱的招聘是不合格的，而且对公司团队精神和士气也会影响。 32. When you start a job, you must stick to it. A.一旦你开始了一件工作，你就得持之以恒。 B. 一旦你开始了一件工作，他就得紧跟着它。 C.当你开始一件工作的时候，他就得认真做。
33 n contrast to other countries, the U. S has no national college entrance exam. A.对比其他国家而言，美国没有国家考试。 B.与其他国家相比，美国没有大学入学考试。 C.相比较其他国家，美国大学没有考试。
34. You can see many interesting things on your way. A. 你能看见许多有趣的东西在你回家的路上。 B. 一路上你能看见许多有趣的事情。 C. 你能看见许多好玩的东西在车上。
35. As a general rule, it is better to focus on the content of a presentation as a means of attracting your audience’s attention.
A. 一般来说，它最好将重心放在讲解的内容上，使之成为吸引观众注意力的方式。 B. 一般的规则是，它最好集中在礼物的内容上，这比吸引观众的注意力更好。 C. 一般而言，最好把重点放在讲解的内容上，借此来吸引观众的注意。