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A
So you want to draw money from a bank? Do it yourself. Want to fix a broadband internet connection? Do it yourself. Need a boarding card for your flight? Do it yourself. In theory, companies can save money by replacing human workers with automated self-service systems, while customers gain more choices and control and get quicker service. There is even talk of self-service doing for the service department what mass production did for factories, by enabling the delivery of services cheaply and on a massive scale. Surely the expansion of self-service into more and more areas is to be welcomed?
Not necessarily. When it is done well, self-service can do good to both companies and customers. But when done badly—who has not found themselves trapped in a series of endless touch—tone menus? In areas where self-service is only just started, this is less of a problem: angry customers can after all, always take their business elsewhere. But if every bank were to prefer self-service systems, customers would no longer be able to express their discount by voting with their feet. As a result, some banks, for example, already promise that their telephone-banking services always offer the choice of talking to a human operator. But in return for human service, many companies will simply charge more.
Another disagreement to self-service is that while it saves companies money, it does not always save their customers’ time. In the best cases, it does, of course: checking yourself in at the airport can be quicker than queuing or making a phone call. But as more and more tasks are on to customers, they may start to hope for the days of old-fashioned service.
All of this suggests that there are limits to how far self-service can be taken. Companies that go too far down the self-service route or to do it incorrectly are likely to find themselves being punished. Instead, a balance between self-service and traditional forms of service is necessary.
1.From this passage, we can see that the writer the use of self-service
technology.
A. dislikes
B. supports
D. makes carefully judgment on
C. thinks highly of
答案解析：答案为D。本题考查作者的观点态度。结合第一段和最后一段可知，作者认
为自助服务有优点也有缺点，故答案为D，作者对自助服务的评价非常小心。
2.What advantages does the self-service technology certainly bring?
A. Cutting the cost for the companies. B. Saving money for customers. C. Offering customers extra money.
D. Defeating the traditional forms of service.
money by replacing human workers with automated self-service systems, while customers gain more choices and control and get quicker service.” 可知，A选项正确，B、C错误。D选项未提及。
答案解析：答案为A。本题为细节题。由文章第一段 “In theory, companies can save
3.What does the writer mean by saying “customers would no longer be able to express
their discount by voting with their feet”?
A. customers would be so angry that they kick and damage the machine providing
self-service.
B. customers would not be able to express their anger at the bank’s service by leaving there
C. customers would try their best to persuade the bank to stop self-service. D. customers would elect some leaders to have a talk with the bank. 个银行将选择自助服务系统，客户会怎样?结合下文给的例证可知，结果是银行只能提供客户人工操作的选择，故可推断如果客户只能选择自助服务系统，一旦它出现故障，客户即使离开银行也将无法表达对银行服务的愤怒。故答案为B。 4.Which of the following statements does the writer agree to?
A. Banks should supply self-service and traditional forms of service as well.
B. Self-service in banks has so many week points and should be stopped. C. Self-service can bring about many conveniences and should be supported. D. Banks don’t consider customers’ needs in their business.
答案解析：答案为A。本题考查作者的观点态度。本题与第一题类似，结合前面几题的分析，作者认为自助服务可以给银行和客户带来好处，但是自助服务也有不足之处。又由最后一段最后一句话 “Instead, a balance between self-service and traditional forms of service is necessary.” 可知，作者认为自助服务与传统形式的服务保持平衡是必要的，故答案为A。
答案解析：答案为B。本题为句意理解题。本句话出现在第二段的第五句话中，如果每
B
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Linguaphone will provide you with everything you need to learn at your own pace, where and when you choose. And, although you aren’t in a classroom, you certainly won’t be left all alone . Our free Advisory Service and sort out any problem by post or phone.
You can listen to your course on any cassette player. But just in case you want
to study on the move or without interrupting anyone, you can also receive a Linguaphone Personal Stereo Cassette Player completely free.
The Linguaphone cassette and information pack gives details(细节)of this offer , explains how Linguaphone will work for you, and tells you how you can try a course without risking a penny , with our 14-day money-back guarantee(保证).
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1.According to the ad , we can infer that .
A. people can speak a second language by learning a 12-week Linguaphone course B. Linguaphone will give free courses to second language learners
C. second language learners are to attend courses at Linguaphone Language Centre D. second language learners can teach themselves by using Linguaphone materials 答案解析：答案为D。本题为细节推理题。由第二段 “Linguaphone will provide you with everything you need to learn at your own pace, where and when you choose. And, although you aren’t in a classroom, you certainly won’t be left all alone .” 可知，Linguaphone课程可以让学习者根据自己的节奏、时间和地点学习，哪怕不是在教室，也不会是独自一人。故可以推断该课程可以让学习者自学，并不是到Linguaphone
课程中心去学习。故C错误，D正确。
尽管第一段最后一句话 “Study as little as half an hour a day and in twelve weeks you could be talking confidently in the language of your choice.” 提到，该课程让学习者12周内可以自信地讲学习的语言，但这毕竟是做广告，广告词不免有夸大的成分，可见A 并不能作为合理的推断。广告以销售产品为目的，不会免费。故答案B错误。
2.Before a learner wants to take a Linguaphone course , he has to .
A. write to the Linguaphone Centre first B. fill out a coupon and post it to Linguaphone C. pay for a cassette player
D. know the details of the information pack
答案解析: 答案为B。本题为细节题。由文章第三段 “„you can also receive a Linguaphone Personal Stereo Cassette Player completely free.”和最后一段最后一句话 “To receive your cassette and information pack, return the coupon below or call us today.” 可知，该课程免费赠送Linguaphone Personal Stereo Cassette Player，如果需要，学习者需填写下面的coupon 并将其归还或者打电话。故答案为B。 3.What guarantee does Linguaphone give ?
A. Learners can master another language in 14 days. B. Learners can have a free trial learning for 14 days. C. Learners can keep the Linguaphone pack for 14 days.
D. Learners can get back their money after 14 days of learning.
答案解析：答案为B。本题为细节题。由文章倒数第二段 “„and tells you how you can try a course without risking a penny , with our 14-day money-back guarantee.” 可知，该课程可以让学习者免费体验14天。故答案为B， 4.The purpose of the ad is to .
A. offer Linguaphone cassettes to learners B. offer Linguaphone courses free
C. give details of their guarantees
D. introduce and sell Linguaphone products
答案解析：答案为D。本题为推理题。全文都是在为Linguaphone课程做广告，故答案为D。
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