) 4. If a manager should show his empathy (Paragraph6), what would he probably say?

　　A. “I know how upset you must be.”

　　B. “I appreciate your understanding.”

　　C. “I’m sorry for the delay.”

　　D. “I know it’s our fault.”

　　(

　　) 5. 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

　　(

　　) 6. 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 airlines than for banks.

　　【参考答案】1—6、DCCABC

　　2016高考英语----阅读理解训练。

　　阅读下列短文，从每题所给的四个选项（A、B、C、D）中，选出最佳选项。millions of years. But volcanic rock samples taken from the canyon now suggest that the canyon was down-cut instead.

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