单选题

试题出自试卷《云南大学2014年考博英语真题》

I have had just about enough of being treated like a second-class citizen, simply because I happen to be that unfairly treated member of society — a customer. The more I go into shops and hotels, banks and post offices, railway stations, airports and the like, the more I am convinced the things are being run solely to suit the firm, the system, or the union. There seems to be a deceptive new motto for so-called “service” organizations --- Staff Before Service.
How often, for example, have you queued for what seems like hours at the Post Office or the supermarket because there were not enough staff on duty to man all the service grilles or checkout counters? Surely in these days of high unemployment it must be possible to hire cashiers and counter staff. Yet supermarkets hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase operating costs. And the Post Office says we cannot expect all their service grilles to be occupied "at times when demand is low”.
It is the same with hotels, because waiters and kitchen staff must finish when it suits them, dining rooms close earlier or menu choice is cut short. As for us guests, we just have to put up with it. There is also the nonsense of so many friendly hotel night porters having been thrown out of their jobs in the interests of "efficiency” and replaced by coin-eating machines which offer everything from lager to laxatives. Not to mention the tea-making kit in your room: a kettle with a mixed collection of tea bags, plastic milk boxes and lump sugar. Who wants to wake up to a raw teabag? I do not, especially when I am paying for “service”.
Can it be stopped, this worsening of service, this growing attitude that the customer is always a bore? I angrily hope so because it is happening, sadly, in all walks of life.
Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan-Take Our Deal Elsewhere.
1.The writer feels that nowadays a customer （）.
2.The writer argues that the quality of service is changing because （）.
3.According to the writer, long queues at counters are caused by （）.
4.Service organizations contend that keeping all checkout counters operated can result in（）.
5.The writer suggests that a customer （）.

问题1选项
A.deserves the lowest status in society
B.is unworthy of proper consideration
C.receives unexpected quality service
D.is the victim of some public services

问题2选项
A.customers' demands have greatly changed
B.services provided never become consistent
C.the staff receive more consideration than customers
D.staff members are less considerate than their employers

问题3选项
A.difficulties in hiring employees
B.deliberate understaffing
C.lack of cooperation between staff members
D.employees irresponsibility

问题4选项
A.demands by cashiers for a pay raise
B.insignificant benefits for the customers.
C.a rise in the cost for providing service.
D.needs to purchase expensive equipment

问题5选项
A.put up with the rude manners of the staff
B.be patient when queuing before checkout counters
C.try to control his temper when ill-treated
D.go to other places where good service is available

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1.细节事实题。题目所问的是 “作者认为现在的消费者如何？”文章第一段第一句话提到 “我受够了被作为二等公民对待，仅仅因为我是一个被不公正对待的社会成员—一个消费者” (I have had just about enough of being treated like a second-class citizen, simply because I happen to be that unfairly treated member of society — a customer)，接下来谈及到在饭店、邮局、火车站、机场等地的一些经历，由这些可知选项D “是一些公共服务的受害者”符合题意。

2.细节事实题。题目所问的是 “作者认为服务质量正在变化的原因是什么？”文章第二段第一句话提到 “你有没有因为邮局或者超市没有足够的员工来安排他们的工作窗口或者收银台而排几个小时的队？”(How often, for example, have you queued for what seems like hours at the Post Office or the supermarket because there were not enough staff on duty to man all the service grilles or checkout counters?)，选项C “对员工的考虑多余对顾客的考虑”符合题意。

3.细节事实题。题目所问的是 “在作者看来，柜台前排长队的原因是什么？”文章提到之所以有时候需要排几个小时的对是因为员工配备少；而文章第二段第二句话提到 “在现在这种高失业率的情况下，雇佣收银员或者柜台员工是很容易的”（Surely in these days of high unemployment it must be possible to hire cashiers and counter staff），因此可以推断并不是雇佣不到员工，而是这些商场或者机构不愿意去花钱雇佣更多的员工。选项B “故意的员工不足”符合题意。

4.细节事实题。题目所问的是 “服务机构认为让所有收银机全部工作起来会导致什么后果？”文章第二段倒数第二句话提到 “把收银机全部运行会增加成本” (Yet supermarkets hinting darkly at higher prices, claim that uncovering all their cash registers at any one time would increase operating costs)，选项C “增加服务成本”符合题意。

5.细节事实题。题目所问的是 “作者建议消费者应该怎样做？”文章最后一段提到 “我们唯一的希望就是无论何时无论何地都要表达出我们的不满，如果这些努力全失败了，再去尝试将古老的口号付诸实践—去别处进行买卖” （Our only hope is to hammer home our anger whenever and wherever we can and, if all else fails, bring back into practice that other, older slogan-Take Our Deal Elsewhere），选项D “去有更好服务的地方”符合题意。

试题出自试卷《云南大学2014年考博英语真题》

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