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請依下文回答第 30 題至第 32 題 Anxiety disorders have been in the news a lot lately, thanks to the finding that one variety, the extreme fear of being judged known as social phobia, seems to respond well to drugs. But the real news is how many people suffer from anxiety in its many forms. According to the National Institute of Mental Health (NIMH), nearly one in seven people has experienced a panic attack or other symptoms in the last year, and by one estimate, 46 million will meet the National Psychiatric Association's criteria for an anxiety disorder at some point in their lives. A certain amount of fretting, of course, is essential for the survival of the species. Anxious people slow down when the light turns yellow and refuse to let the kids have skateboards and trampolines. But breaking out in a sweat at the thought of getting into a car, or spending your days in dread of the terrible things that might befall your child—this does no one any good. What tips the balance from reasonable to off-kilter? Sensing a booming market, drug companies have made huge investments in research to uncover the answers. One of the most important findings, says Dr. Ross, is that "for most anxiety disorders, there appears to be a genetic vulnerability."
【題組】31 What does the underlined word "off-kilter" in the passage most likely refer to?
(A)The way people who suffer from anxiety disorders behave
(B)The drug companies that invest money in research of anxiety disorders
(C)The answers to anxiety disorders that doctors are looking for
(D)The action that a booming market takes in response to anxiety disorders

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34. Leo planted the flowers ________ money for his son who was studying in Japan.
(A)make
(B)makes
(C)made
(D)to make

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最佳解!
	珍珠奶茶 大一上 (2020/07/27)

57. "Who made your T-shirt?"A Geo etown University student raised that question. Pietra Rivoli, a professor of business, wanted to fin the anwer.A few weeks later, she bought a T-shirt and began to follow its path from Texas cotton form to Chinese factory to charity bin (慈善捐赠箱). The result is an interesting new book , The Tra 's of a T-shirt in the Global Economy(经济). Following a T-shirt around the world in a way to make her point more interesting, but it also frees Rivoli from the usual arguments over gobal trade. She goes wherever the T-shirt goes,and there are surprises around every corner. In China, Rivoli shows why a clothing factory , even with its poor conditions, means a step toward a better e for the people who work there. In the colorful used-clothing markets of Tanzania, she realizes,th "it is only in this final stage of life that the T-shirt will meet a real market," where the price of a shirt changes by the hour and is different by its size and even color .Rivoli's book is full of mem able people and scenes, like the noise, the bad air and the "muddy-sweet smell (泥土香味) of the cotton. "She says, "Here in the factory, Shanghai smells like Shallowater Texas." Rivoli is at her best when making those sorts of unexpected connections. She even finds one between the free traders and those who are against globalization. The chances opened up by trade are vast, she argues, but free markets need the correcting force of politics to keep them in check . True economic progress needs them both. What do we learn about Professor Rivoli?
(A)She used to work on a cotton farm.
(B)She wrote a book about world trade.
(C)She wants to give up her teaching job.
(D)She wears a T-shirt wherever she goes.

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57. "Who made your T-shirt?"A Geo etown University student raised that question. Pietra Rivoli, a professor of business, wanted to fin the anwer.A few weeks later, she bought a T-shirt and began to follow its path from Texas cotton form to Chinese factory to charity bin (慈善捐赠箱). The result is an interesting new book , The Tra 's of a T-shirt in the Global Economy(经济). Following a T-shirt around the world in a way to make her point more interesting, but it also frees Rivoli from the usual arguments over gobal trade. She goes wherever the T-shirt goes,and there are surprises around every corner. In China, Rivoli shows why a clothing factory , even with its poor conditions, means a step toward a better e for the people who work there. In the colorful used-clothing markets of Tanzania, she realizes,th "it is only in this final stage of life that the T-shirt will meet a real market," where the price of a shirt changes by the hour and is different by its size and even color .Rivoli's book is full of mem able people and scenes, like the noise, the bad air and the "muddy-sweet smell (泥土香味) of the cotton. "She says, "Here in the factory, Shanghai smells like Shallowater Texas." Rivoli is at her best when making those sorts of unexpected connections. She even finds one between the free traders and those who are against globalization. The chances opened up by trade are vast, she argues, but free markets need the correcting force of politics to keep them in check . True economic progress needs them both. What do we learn about Professor Rivoli?
(A)She used to work on a cotton farm.
(B)She wrote a book about world trade.
(C)She wants to give up her teaching job.
(D)She wears a T-shirt wherever she goes.

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50.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 woe 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 (投资) 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 then. 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 voucher (购物礼券)as an unexpected "thank you" to regular customers; and always returning calls, even when they are complaints. Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, "I know how you must feel"), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case). Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them at 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. They are trained to answer quickly, with their names, job title and a "we are here to help" attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen. British 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. 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

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