In recent years，Israeli consumers have grown more demanding as they've become wealthier and more worldly-wise. Foreign travel is a national passioni this summer alone,one in 10 citizens will go abroad. Exposed to higher standards of service elsewhere, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald's and Pizza Hut are setting a new standard of customer service，using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to “Have a nice day” has caught on all over Israel, uNobody wakes up in the morning and says,‘Let’s be nicer，,” says Itsik Cohen, director of a consulting firm. “Nothing happens without competition. ”

　　Privatizationfor the threat of it,is a motivation as well. Monopolies (垄断者)that until recently have been free to take their customers for granted now fear what Michael Perry,a marketing professor， calls “the revengeful (报ft的)consumer”. When the government opened up competition with Bezaq, the phone company its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, “People wanted revenge for all the years of bad service?” The electric company whose monopoly may be short-lived* has suddenly stopped requiring users to wait half a day for a repairman. Now,appointments are scheduled to the half-hour. The graceless ￡1 A1 Airlines, which is already at auction (拍卖)，has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan “You can feel the change in the air. ” For the first time?praise out numbers complaints on customer survey sheets.

　　6. It may be inferred from the passage that_.

　　A. customer service in Israel is now improving

　　B. wealthy Israeli customers are hard to please

　　C. the tourist industry has brought chain stores to Israel

　　D. Israeli customers prefer foreign products to domestic ones

　　7. In the author’s view,higher service standards are impossible in Israel__?

　　A. if customer complaints go unnoticed by the management

　　B. unless foreign companies are introduced in greater numbers

　　C. if there’s no competition among companies

　　D. without strict routine training of employees

　　8. If someone in Israel today needs a repairman in case of a power failure,--?

　　A. they can have it fixed in no time

　　B. it,s no longer necessary to make an appointment

　　C. the appointment takes only half a day to make

　　D. they only have to wait half an hour at most

　　9. The example of El AI Airlines shows that

　　A. revengeful customers are a threat to the monopoly of enterprises

　　B. an ad campaign a way out for enterprises ill financial fiffictilty

　　C. a good slogan has great potential for improving service

　　D. staff retraining inessential for better service

　　10. Why did Bezaq's international branch lose 40% m itflriarket share?

　　A. Because the rates it offered were not competitive enough.

　　B. Because customers were dissatisfied with its past service.

　　C. Because the service offered by its competitors was far better.

　　D. Because it no longer received any support from the government.

　　讲解答案：

　　6.A由短文主题及第一段要点，尤其是第一段第三不难推出答案为A，而本埋中选项B、C、D干扰系数并不大，故本题虽推论题，但并不难。

　　7.C由短文主B及第一段最后一句及第二段内容，可推知业务水平需要“竞争”而消费者申诉是否得到重视A，是否有大量外国公司进入国内市场B，和是否对雇员进行严格的常规训练D，相对而言不是作者要强调的要点。

　　8.D本题涉及对短文第二段第五句的理解，应用于实际，即答案D。

　　9.D本题涉及短文第二段最后关于EIAI航空公司的事例，本例说明的是员工再培训对公司竞争力提高的重要性。

　　10.B根据题干，答案出处应在第二段第二至第四句，这一层次涉及的要点是“the revengeful consumer”。