Aujourd'hui, Pierre （être) fatigué, et il se couche tôt.

From all the different clues, we were able to deduce that the murderer was a short fat woman.

A．work out

B．consider

C．suggest

D．calculate

What did Jules Hirsch do to the eight fat people in his study?

A．He let them skip supper

B．He let them skip breakfast.

C．He let them run every morning and evening.

D．He gave them a liquid formula providing 600 calories a day.

The murder took place around ten o' clock p. m. on June 10. Thirty-two people watched Kitty being killed right beneath their windows. She was their neighbor. Yet, none of the 32 helped her. Not even one called the police. Was this inhuman cruelty? Was it lack of feeling for one' s fellow man?

"Not so," say scientists Dr. Darley and Dr. Fatane. They' ve found the reasons why people don' t act. According to them, a person has to go through two steps before he can help. First he has to notice there is an emergency.

Suppose you see u middle-aged man fall onto the ground. Is he having a heart attack, or some other physical trouble? Or is he simply about to sleep off a drunk? So it' s not always easy to tell if you are faced with a real emergency.

Second and more important, the person faced with an emergency must feel himself responsible. He must feel that he must help.

The researchers found that a lot depends on how many people are around. They asked college students to come in to be "tested". Some came alone, some with one or two others, and some in large groups. When they came in, either alone, in pairs, or in groups, a lady went into the next room. Soon the students heard a scream, the noise of something falling and a cry for help. All of this had been prerecorded on a tape-recorder.

Eight out of ten of the students taking the test alone acted to help. Of the students in pairs, only two out of ten helped. Of the students in groups, none helped,

In other words, in a group, Americans often fail to act. They feel that others will act. They, themselves, needn' t. They do not feel any direct responsibility.

Why didn't the thirty-two people act to help Kitty according to the passage?

A．Because they were afraid to be killed.

B．Because they were cruel in their hearts.

C．Because they thought others would help.

D．Because they didn't notice the emergency,

?Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite page.

?Which extract (A, B, C , D or E ) docs each statement 1-8 refer to?

?For each statement 1-8, mark one letter (A, B, C , D or E ) on your Answer Sheet.

?You will need to use some of these letters more than once.

A Extract 1

You are not providing product or service to yourself, so even if you are convinced that you have your finger on the pulse of the buying public, you must remain objective in your view of how others see you. How do you do this? Simply ask your customers and prospects! Most of them will be happy to tell you how they feel about dealing with your business. However, if you can't find the time or wherewithal to ask customers directly, then enlist the assistance of a third patty to collect this information for you. But once you have this information, turn it into knowledge by using it to improve your customer interactions!

B Extract 2

If there are any difficult but necessary policies or procedures that your customers must navigate through in order to do business with you, don't sugarcoat it by pretending that it's simple or nonexistent. Instead, take some time to come up with a well thought-out explanation of the issue, and provide clear, detailed, and easy to find directions for addressing the issue. Usability testing for any automated system is a must!

C Extract 3

Not to be condescending, but many times we axe so familiar with our product or service that we unconsciously feel that everyone has the same understanding we do. Assume that explanations and definitions are necessary, and then provide customers the option of passing them by when they are not needed. Web sites am great for this, as terms and phrases can be presented in hypertext, where a user can click on the text and a definition or example can pop up in a new window. Don't make your customers have to seek out understanding of your product or service. Many of them will not pother with the effort, and simply move on to a competitor who provides a clearer presentation of what they do, and the benefits therein.

D Extract 4

You and your competition are going after the same market. Obviously, some of that market is choosing a competitor instead of you. Why is that? What is it that the competitor is doing to present itself, its business, and its benefits, which appeals to certain segments of the market? Identify, understand, and utilize these things to your advantage. If there are aspects of your competitors’ business that can improve your offerings, then borrow them and make them your own. If you can do them better, by all means, do them and let customers and prospects know. You are never the only game in town; your market knows that, and you need to know it, too.

E Extract 5

Be specific when you promise something, and by all means, deliver on that promise. If something prohibits you from delivering on that promise, you need to notify the customer as soon as possible, be upfront about why you cannot deliver, and inquire as to what you can do to make amends. Your business's credibility is at stake, so do not take this lightly. Otherwise, the expectations that you've set for your customers will be one of disappointments, which is a surefire way to kill your business.

Use simple language to describe your products.

What did Jules Hirsch do to the eight fat people in his study?

A．He let them skip supper

B．He let them skip breakfast．

C．He let them run every morning and evening．

D．He gave them a liquid formula providing 600 calories a day．

A.He is getting too, fat.

B.He smokes too much.

C.He doesnt eat vegetables.

D.He doesnt look well at all.

听力原文： A militant Kurdish group has claimed responsibility for an explosion in Turkey's commercial capital Istanbul that wounded 17 people. The group known as the Kurdistan Freedom Falcons reportedly carried out the attack to protest detention conditions of a Kurdish rebel leader Abdullah Ocalan. The blast took place in an Internet Cafe frequented by police in Istanbul's Bayrampasa District. Police officers were reportedly among the injured. The Freedom Falcons has been blamed for a series of attacks against civilians in Turkey last year, including a blast on board a minibus in the Aegean coastal resort of Kusadasi. Two foreign tourists were killed in that attack. The Falcons are believed to be the guerrilla arm of the outlawed Kurdistan Worker's Party. But it has been fighting for Kurdish autonomy in the country's predominantly Kurdish southeast region since 1984.

The Kurdistan Freedom Falcons carried out an explosion in Istanbul because they were ______.

A．willing to resume its armed campaign against the Turkish government.

B．anxious to prevent a rebel leader from being sentenced to death.

C．dissatisfied with detention conditions of a Kurdish rebel leader.

D．eager to declare a unilateral fire and attack Turkish civilians.