双肾积水最常见的原因是A．膀胱结石 B．双输尿管狭窄 C．双肾发育畸形 D．膀胱肿瘤

It was some time before he ______ after being knocked out.

A．came to

B．came back

C．came over

D．came across

操纵电磁吸盘或抓斗起重机时，应划出危险区并立警示牌，以引起人们重视。（）

A、正确

B、错误

（6分）元素组成物质。根据给定元素回答下列问题。

已知：下列物质由氢、碳、氧、磷、钙、钠、铁中的一种或几种元素组成

（1）若某固体在完全燃烧和不完全燃烧时，分别生成甲、乙不同的气体。则该固体的化学式为________。为鉴别甲乙气体，下述方法可行的是___________。（填字母序号）

a.分别用燃着木条检验	b.分别通入澄清石灰水中
c.分别通入水中	d.分别通入石蕊试液中

（2）若某物质在空气中燃烧产生大量白烟。则此反应的化学方程式为________________。

（3）若A、B两种物质组成元素相同A→B→C,则B生成C的化学方程式为_______________________________。

（4）若某物质与盐酸反应生成使澄清石灰水变浑浊的气体，则该物质中一定含____元素。

（5）若某元素单质与稀盐酸反应生成化合物A，又知B与A组成元素相同。工业上用B

和H₂在300-350℃时反应可制得A和盐酸，该反应的化学方程式为_______________________________。

阅读理解。

     In the more and more competitive service industry, it is no longer enough to promise customer

satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and

increase market share.

     It is accepted in the marketing industry, and confirmed by a number of researchers, that customers

receiving good service will promote business by telling up to 12 other people; those treated badly tell

tales of worse to up to 20 people. Interestingly, 80 percent of people who feel their complaints are

handled fairly will stay loyal.

     New challenges for customer care have come when people can obtain goods and services through

telephone call centers and the Internet. For example, many companies now have to invest a lot of money

in information technology and staff training in order to cope with the “phone rage”- caused by delays in

answering calls, being cut off in mid-conversation or left waiting for long periods.

   “Many people do not like talking to machines,” says Dr, Storey, Senior Lecturer in Marketing at City

University Business School. “Banks, for example, encourage staff at call centers to use customer data

to establish instant and good relationship with them. The aim is to make the customer feel they know

you and that you can trust them - the sort of comfortable feelings people have during face-to-face chats

with their local branch manager.”

     Recommended ways of creating customer delight include: under-promising and over-delivering

(saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty

product immediately; throwing in a gift coupon as an unexpected “thank you” to regular customers; and

always returning calls, even when they are complaints.

     Airlines face some of the toughest challenges over customer care. Fierce competition has convinced

them that delighting passengers is an important marketing tool, while there is great potential for customer

anger over delays caused by weather, unclaimed luggage and technical problems.

     For British Airways staff, a winning telephone style is considered vital in handling the large volume

of calls about bookings and flight times. The Airways also says its customer care policies are applied

within the company and staff are taught to regard each other as customers requiring the highest standards

of service.

     Customer care is obviously here to stay and it would be a foolish company that used slogans such

as "we do as we please". On the other hand, the more customers are promised, the greater the risk of

disappointment.

1. We can learn from Paragraph 2 that _______.

A. complaining customers are hard to satisfy

B. unsatisfied customers receive better service

C. satisfied customers catch more attention

D. well-treated customers promote business

2. The writer mentions “phone rage” (Paragraph 3) to show that ________.

A. customers often use phones to express their anger

B. people still prefer to buy goods online

C. customer care becomes more demanding

D. customers rely on their phones to obtain services

3. What does the writer recommend to create customer delight?

A. Calling customers regularly.

B. Giving a “thank you” note.

C. Delivering a quicker service.

D. Promising more gifts.

4. Customer delight is important for airlines because ________.

A. their telephone style remains unchanged

B. they are more likely to meet with complaints

C. the services cost them a lot of money

D. the policies can be applied to their staff

5. Which of the following is conveyed in this article?

A. Face-to -face service creates comfortable feelings among customers.

B. Companies that promise more will naturally attract more customers.

C. A company should promise less but do more in a competitive market.

D. Customer delight is more important for air lines than for banks.

1979年8月，全国档案工作会议提出“加速档案工作的（）”的任务。

A、恢复

B、整顿

C、改进作风

D、总结与提高