Many call centers for multinational companies are______in India due to the lower labor cos

ed 13 years ago. How many call centers does the company now operate？

M: We have six regional centers which employ between 300 and 700 people each.

W: Why did the company decide to offer its products directly by phone and Internet rather than through insurance brokers or high street shops？

M: Well, the major reason was cost. With a call centre you don't have to pay high rents for good high street locations or pay commission to brokers and agents. We can then pass on these cost savings to our customers through competitive pricing of our products.

W: Well. How does a call centre affect the quality of service a customer gets？

M: When a customer calls, he can get an instant response. The computer database shows all the customer's details. This means we can offer our customers good products, quick service and lower premiums.

W: And what products does Direct Line offer？

M: Our company provide motor, house, travel and life insurances. We also offer financial services such as mortgages, personal loans, savings and pensions.

W: Gosh, so many. Are your workers able to deal with all these different products？

M: Some workers only deal with one product, while multi-skilled staff can deal with two or three products. But the system is programmed to guide staff members in dealing with 80%--90% of enquires and claims.

W: What do you think of the future for call centers？

M: They're definitely here to stay. But as more and more new call centers are set up, it'll become harder to find good staff, so we will have to offer better conditions. In the future, staff might work at home on computer networks.

(27)

A．Because the company does not have to pay as many claims as competitors.

B．Because the company rent no shops and pay no commission.

C．Because the company does not have to pay for advertising.

D．Because the company offers many products and services.

What did Arcadian Clock Co. include with the product warranty？

A．A warranty registration form

B．A catalogue of new products

C．A list of service centers

D．The instruction for shipment

Attracting new customers and without maintaining good customer 【S1】______

relationship is the first and the outmost task in any business success.

Because Customer Relationship Management or CRM is a strategy 【S2】______

that used to learn more about customers' needs and behaviors in 【S3】______

order to develop stronger relationships with them. While CRM

software systems can automate many customer-related tasks, as 【S4】______

it is the transformation of business processes that makes for 【S5】______

your CRM success. The success of CRM implementation will

help that bring together information about customers, 【S6】______

and market trend, marketing and sales efforts and customer 【S7】______

service. As a result of proliferation of Web-based business application, 【S8】______

CRM utilizing Internet technology is an integral part of organizations' 【S9】______

overall e-business strategies.

Because proper implementation of CRM system can improve the 【S10】______

process of identifying new customers, provide with better customer 【S11】______

support, make call centers and help desk more efficient, cross sell

products more effectively, shorten the time of closing for deals, and 【S12】______

integrate marketing and sales processes.

【S1】______

to many corners of the globe, children sadly have been drawn into the center of conflicts. In Afghanistan, Bosnia, and Colombia, however, groups of children have been taking part in peace education __47__. The children, after learning to resolve conflicts, took on the __48__ of peacemakers. The Children\'s Movement for Peace in Colombia was even nominated （提名） for the Nobel Peace Prize in 1998. groups of children __49__ as peacemakers studied human rights and poverty issues in Colombia, eventually forming a group with five other schools in Bogota known as The Schools of Peace. The classroom __50__ opportunities for children to replace angry, violent behaviors with __51__, peaceful ones. It is in the classroom that caring and respect for each person empowers children to take a step __52__toward becoming peacemakers. Fortunately, educators have access to many online resources that are __53__ useful when helping children along the path to peace. The Young Peacemakers Club, started in 1992, provides a Website with resources for teachers and __54__ on starting a Kindness Campaign. The World Centers of Compassion for Children International call attention to children\'s rights and how to help the __55__ of war. Starting a Peacemakers\' Club is a praiseworthy venture for a class and one that could spread to other classrooms and ideally affect the culture of the __56__ school.

A．acting

I．information

B．assuming

J．offers

C．comprehensive

K．projects

D．cooperative

L．respectively

E．entire

M．role

F．especially M

N．technology

G．forward

O．victims

H．images

Kofi Annan is expected to make a speech_______.

A．to express his disappointment

B．to call for a strengthening of UN intervention

C．to urge council members to reach a consensus on Kosovo

D．to introduce new measures of UN intervention

The third paragraph mainly tells us that______________

A. a network of centers has been quite effective in reducing suicide

B. a network of centers help the callers to realize that suicide is a common social problem

C. people are making efforts to help those who tend to commit suicide and in a way, they are successful

D. in the US, people who want to commit suicide call a network of centers to get help

wing EXCEPT ______.

A．lack of the capacity to handle calls on wireless systems due to the greatly increasing phone users

B．the plunge in prices for wireless service

C．lack of call centers to deal with the customers' complaints

D．the technical complexity of sending and receiving wireless calls

The 2014 Ebola outbreak is the largest in history and the first Ebola outbreak in West Africa. Although the current epidemic does not cause a significant risk to other nations, many countries, including China and the United States of America, have actually been working closely with the Ebola hit states. For example, the U.S. Centers for Disease Control and Prevention (CDC) is taking precautions at home besides its activities abroad.

CDC's team of “virus hunters” is supported by specialized public health teams both in West Africa and at the CDC Atlanta headquarters. Together, they offer continuous support to save lives and protect people. CDC works closely with a number of U.S. government agencies, national and international partners. CDC's experience of working with Ebola is important to the World Health Organization's growing West Africa Ebola response.

On Sept. 2, 2014, CDC Director, Tom Frieden called for more international partners to join this effort. “The sooner the world comes together to help West Africa, the safer we all will be. We know how to stop this outbreak. There is a window of opportunity to do so the challenge is to scale up the massive response needed to stop this outbreak.”

CDC's response to Ebola is the largest international outbreak response in CDC's history with over 100 disease specialists on the ground in West Africa, supported by hundreds of public health emergency response experts stateside , activated at Level 1, its highest level, because of the significance of this outbreak.

The CDC supports affected countries to establish Emergency Operations Centers at national and local levels and helps countries track the epidemic including using real-time data to improve real-time response.

Efforts in West Africa to identify those infected and track people who have come into contact with them are improving. The CDC is operating and supporting labs in the region to improve diagnosis and testing samples from people with suspected Ebola from around the world. Local health care systems are strengthened through communication, coordination with partners and training on infection control for health care workers and safe patient treatment.

26. How could we describe the 2014 Ebola outbreak？

A. The first one in western countries.

B. It did not ever threaten West Africa.

C. Not the first but the largest one.

27. The 2014 Ebola outbreak response was()？

A. an American stateside activity.

B. an international activity.

C. a regional activity.

28. What does the underlined word “massive” mean in Paragraph 3？

A. huge.

B. quick.

C. urgent

29. How many disease specialists from CDC have gone to West Africa for the Ebola response？

A. Less than 100.

B. A hundred.

C. More than 100.

30. What action does CDC take to respond to the large Ebola outbreak？

A. Work closely with governmental, national and international partners.

B. Call for more partners to join this effort.

C. Establish Emergency Operations Centers.

？Read this text taken from an article about Marketing Communications.

？Choose the best sentence to fill each of the gaps.

？For each gap 9—14, mark one letter (A—H) on your Answer Sheet.

？Do not use any letter more than once.

Many management writers have discussed the idea of satisfying customers’ needs and wants. H Despite the vast amount of information available on customers, finding out exactly what they require is a challenge that certain companies, such as Sainsbury's and Marks and Spencer, have found extraordinarily difficult to meet. (9) . In a report written by the research company Business Intelligence,50% of companies felt that their marketing communications were ineffective and 85 % said that any attempt to gain customer loyalty failed.

The two extremes of marketing can be summarized by looking at the difference between the East and the West. (10) . Biros, socks, Light bulbs—if it can be made and distributed then there is a market. In the prosperous West, it is the other extreme. Such is the attraction of profit that the marketing specialists are competing with some incredibly sophisticated advertising for some rather simple products! (11) . The Internet is also adding another dimension to the marketing process as is the growing resistance to subtle, clever advertising, which seems to have lost its edge in the marketplace.

Out of this turmoil there has evolved another definition of marketing known as customer relationship marketing(CRM). Customers are much less loyal than they used to be and can afford to chop and change. (12) .

Microsoft did this by reorganizing the business around the customer, splitting itself into four new divisions which focus on the customer. (13) . The call centers are likely to form. the basis of the future of marketing, although there is little evidence that they will work. (14) .

A The choice is seemingly endless, with a typical superstore stocking between 20,000 and 25,000 different lines totaling between two and four million products per store.

B In the spring of 1999,both companies announced heavy falls in profit largely due to their inability to listen to and respond to the customer.

C Consumers also dislike the synthesized voice which asks you to press certain numbers on the keypad, depending on the service required.

D Although there will always be a place and function for marketing, it is unclear whether the traditional product or brand manager will still have a job in the twenty-first century, having been replaced by customer relations managers on the end of a telephone.

E In Russia, if there is a queue, you are advised to join as it means a manufacturer has actually produced something, regardless of whether there is a specific need.

F Some companies now have customer call centers which are set up with the sole objective of handling complaint, Inquiries and after sales service.

G It is estimated that winning over a new customer can cost up to five times as much as keeping a customer, so a new definition of marketing has evolved which is identifying, attracting and retaining the most valuable customers to sustain profitable growth.

H Although the two are different, companies spend billions of pounds on market research with a view to targeting the potential customer in a more precise way.

(9)

Many fine cooks insist on ingredients of the highest quality.

A．demand

B．rely on

C．prepare for

D．create