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1. 根据以下资料，回答58-27题：
Without regular supplies of some hormones our capacity to behave would be seriously impaired; without others we would soon die. Tiny amounts of some hormones can modify our moods and our actions, our inclination to eat or drink, our aggressiveness or submissiveness ( 顺从), and our reproductive and parental behavior. And hormones do more than influence adult behavior; early in life they help to determine the development of bodily form and may even determine an individual's behavioral capacities. Later in life the changing outputs of some endocrine ( 内分泌) glands (腺体) and the body's changing sensitivity to some hormones are essential aspects of the phenomena of aging.
Communication within the body and the consequent integration of behavior were considered the exclusive province of the nervous system up to the beginning of the present century. The emergence of endocrinology (内分泌学) as a separate discipline can probably be traced to the experiments of Bayliss and Starling on the hormones
secreting. This substance is secreted from cells in the intestinal ( 肠的 ) walls when food enters the stomach; it travels through the bloodstream and stimulates the pancreas ( 胰 ) to liberate pancreatic juice, which aids in digestion. By showing that special cells secret chemical agents that are conveyed by the bloodstream and regulate distant target organs or tissues, Bayliss and Starling demonstrated that chemical integration can occur without participation of the nervous system.
The term "hormone" was first used with reference to secreting. Starling derived the word from the Greek hormone, meaning "to excite or set in motion". The term "endocrine" was introduced shortly thereafter.
"Endocrine" is used to refer to glands that secrete products into the bloodstream. The term "endocrine" contrasts with "exocrine (外分泌)", which is applied to glands that secrete their products through ducts (导管) to the site of action. Examples of exocrine glands are the tear glands, the sweat glands, and the pancreas, which secretes pancreatic juice through a duct into the intestine. Exocrine glands are also called duct glands, while endocrine glands are called ductless glands.

The author's main purpose in this passage is to__________.
A．explain the specific functions
B．provide general information about hormones
C．explain how the term "hormone" evolved
D．report on experiments in endocrinology

2. 请回答（52）题
3. 根据下列材料请回答27-12题：


The word "drawbacks" (Line 1, Para. 2) probably means
A．benefits 
B．interests
C．effects
D．problems
4.
根据所听内容及提问，作答____
A．Oxford Stree
B．Buckingham Palac
C．Trafalgar Squar
D．King's Cross
词汇
5. 根据上述材料回答12-63题：



请回答第1题
6. You _____________ (当时要是对那位顾客更耐心些) ; I'm sure that selling him the watch was a possibility.
7.

8. The lecture which lasted three hours was SO tedious __________(听众们忍不住打哈欠)．
9. 根据下列材料请回答{TSE}题：
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 a 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 t 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 parking spaces. This guidance climinated 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.
注意：此部分试题请在答题卡2上作答

Why are store managers often the last to hear complaints?
A．Most customers won't bother to complain even if they have had unhappy experiences.
B．Customers would rather relate their unhappy experiences to people around them.
C．Few customers believe the service will be improved.
D．Customers have no easy access to store managers.
10.