Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest __1__ out of our Polynesian Village resort(度假胜地)at Walt Disney was asked how she __2__ her visit. She told the front-desk clerk she had had a(n) __3__ vacation, but was heartbroken about __4__ several rolls of Kodak color film she had not yet __5__. At that moment she was particularly __6__ over the loss of the pictures she had shot at our Polynesian Luau, __7__ this was a memory she especially treasured.

　　Now, please understand that we have no written service rules __8__ lost photos in the park. __9__, the clerk at the front desk __10__ Disney's idea of caring for our __11__. She asked the woman to leave her a couple rolls of __12__ film, promising she would take care of the rest of our show at Polynesian Luau.

　　Two weeks later the guest received a __13__ at her home. In it were photos of all the actors of our show, __14__ signed by each performer. There were also __15__ of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own __16__ after work. I happened to know this __17__ because this guest wrote us a letter. She said that __18__ in her life had she received such good service from any business.

　　Excellent __19__ does not come from policy (政策性的)handbooks. It comes from people who __20__ -and from a culture that encourages and models that attitude.

　　1．A．working B．checking C．trying D．staying

　　2．A．expected B．realized C．paid D．enjoyed

　　3．A．disappointing B．wonderful C．uncomfortable D．important

　　4．A．taking B．dropping C．losing D．breaking

　　5．A．developed B．taken C．washed D．loaded

　　6．A．silly B．nervous C．calm D．sad

　　7．A．when B．where C．as D．which

　　8．A．covering B．finding C．making D．keeping

　　9．A．Excitedly B．Fortunately C．Therefore D．Quietly

　　10．A．understood B．reminded C．trusted D．discovered

　　11．A．workers B．guests C．managers D．clerks

　　12．A．printed B．shot C．unused D．recorded

　　13．A．film B．card C．camera D．packet

　　14．A．frequently B．personally C．alone D．actually

　　15．A．rules B．pictures C．handbooks D．performances

　　16．A．case B．work C．time D．position

　　17．A．story B．place C．photo D．show

　　18．A．only B．almost C．never D．nearly

　　19．A．advice B．experience C．quality D．service

　　20．A．care B．serve C．like D．know

　　1-5BDBCA 6-10 DCABA 11-15BCDBB 16-20 CACDA

　　一个游客丢失了几卷已拍摄好了的胶卷，本也没有什么大不了的。可这里的服务员就不这么看了，他们的服务又会怎样呢？请看--

　　题号 答案 考查内容解题依据 解题分析

　　1 B 词义比较固定搭配前后照应 一个游客付帐离开旅馆时被询问情况。work out算出(总数)，算出总数，有预期的结果；check out付帐离开旅馆; try out试验, 考验, 提炼；stay out不在家, 外出, 呆在户外, 坚持到……结束。

　　2 D 词义比较逻辑推理 被问到她对参观满意(enjoy)与否。expect one's visit期待/盼望参观；

　　realize one's visit认识到参观；pay one's visit访问，参观；enjoy one's

　　visit享受参观的乐趣，满意。

　　3 B 前后照应词义比较逻辑推理 她告诉说她度过了一个愉快的(wonderful)，而不是失望的(disappointing)，不舒适的(uncomfortable)，重要的(important)假期。注意后句中的but的转折意义。

　　4 C 词义比较逻辑推理常识运用 但是客人伤心她丢失了(losing)好几卷科达彩色胶卷。take拿走, 取通常表示有意行为；drop落下，下降，通常表示有意行为；lose遗失, 浪费，表示无意行为；break破裂，打破, 违犯，通常表示有意行为。

　　5 A 常识运用词义比较逻辑推理 客人装(load)在相机拍摄(take)好了却尚未冲洗(develop)的胶卷给丢失了。develop显影；冲洗，通常指胶片等的冲洗；take拿，取，拍摄；wash洗涤, 冲洗，通常指衣物等物件的清洗；load装载, 装填。

　　6 D 词义比较逻辑推理常识运用 客人对在该度假胜地拍摄的照片的失去肯定感到自己很蠢(silly)，紧张不安(nervous)，而特别地伤心(sad)，不可能还镇定沉着(calm)。silly愚蠢的, 无聊的；nervous紧张的, 不安的；calm镇静的, 沉着的；sad忧愁的, 悲哀的。

　　7 C 语句连贯 因为(as)客人把这次游览她特别珍惜的记忆。说明客人伤心的原因。

　　8 A 词义比较常识运用 很清楚公园没有书面制定包含游客在公园里丢失照片在内的事情提供服务的规则．cover包括, 包含, 适用；find发现，找到； make制造，进行；keep保持，保存。

　　9 B 前后照应逻辑推理词义比较 客人很幸运(fortunately)，得到了良好的服务。比较文章后文的内容。excitedly兴奋地；fortunately幸运地；therefore 因此, 所以；quietly平静地, 静静地, 寂静地。