题目内容

A：你好!我叫张明，我在外语系学习。你学的是什么专业？
B：我学的是数学。英语难学吗？
A：难学，不过很有趣。
B：我很喜欢英国的文化，和我们国家的不一样。
A：是的。如果想更好地了解英国文化，首先应该学好英语。

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什么时候进行软件项目的估计？一般我们认为，软件项目估计只在项目启动前工作，其实在整个软件开发和维护都有估计活动。当然，具体估计时间随着估计的方法和估计的对象不同会有区别。我们认为软件规模估计和软件规模度量不同，软件规模估计是在软件工作产品没有完成之前的估计，而度量活动应在软件工作产品完成之后进行。
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Resellers must communicate with their technical support outsourcers on a regular basis in

？Look at the statements below and at the five extracts from an article about Web hosting provider,its reseller and outsourcing.
？Which article (A, B, C, D or E) does each statement 1—8 refer to？
？For each statement 1—8, mark one letter (A, B, C, D or E) on your Answer Sheet.
？You will need to use some of these letters more than once.
A
Quality support need be a top priority for any serious Web hosting provider. Customers, especially individuals and small businesses expect timely and informative customer support. Noting that the majority of a reseller's clients come from this constituency, support must be a central tenant of a vendor's offerings. Unfortunately, because most hosting resale operations are small, often resellers cannot effectively deal with incoming support requests. The result is usually an unsatisfied client base that does not obtain timely responses to their support inquiries.
B
When customers cannot obtain a desired level of technical support they obviously get furious and look for change. It is thus incumbent upon the reseller to establish effective and efficient means of providing technical support to their clients in order to satisfy customer expectations. Resellers can obtain higher levels of technical support if they outsource their own support infrastructure. By outsourcing technical support functions, a reseller can actually reduce customer costs while improving customer satisfaction.
C
Outsourcing customer support services allows a reseller to provide technical support without the headaches or capital expense of developing, staffing and maintaining an internal help desk. At fast growing Web host reseller businesses, over 50 per cent of all incoming inquiries can be support requests. At the smallest of these Web host operations, these inquiries can detract from other essential areas of business, such as sales and marketing. By outsourcing technical support, a reseller can increase the amount of time that they dedicate to the revenue-generating components of their business.
D
Great deal of technical support providers now offer expert support solutions that can actually expand the complexity and breadth of support operations. Any basic provider should offer toll-free telephone support and 24-hour e-mail support inquiries at a minimum. Their inquiry supports are the most commonplace in the Web hosting industry. An excellent hosting provider however should have the capacity to offer help desk support via fax and by instant messaging. All this support should be "private labelled" as well, so that assistance provided to your customers is transparent. In other words, your technical support operator should pick up the phone as you.
E
Outsourcing service providers should also be able to provide customized activity reporting and bill the reseller on a per support request basis. Only on a "per-instance" basis will outsourcing customer support be an affordable proposition to a smaller Web host vendor. For this reason, resellers must ensure that they enter into an arrangement with a customer support outsourcer that is negotiable, short-term and is pro-rated based upon call volume. Outsourced technical support must be specifically tailored to your service offerings. Your customers will not be impressed with your technical support simply because it is responsive. Customers must obtain relevant assistance when they call. This can only be achieved if the technical support outsourcer has an in-depth understanding of your business operations.
A reseller can actually reduce much capital expense by outsourcing customer support services.

？Read the text below about iob advertisement．
？In most of the lines(41-52)there is one extra word．It is either grammatically incorrect or does not fin with the sense of the text．Some lines，however，are correct．
？lf a IiRe iS correct，write CORRECT on your Answer Sheet．
？If there iS an extra word in the line，write the extra word in CAPITAL LE丌ERS on your Answer Sheet．
Investment Analysts wanted
41．department．Our client is a top US institution with significant funds under
42．management from world wide．Increasingly it is seeking to manage the European
43．component of its portfolio from London．This has been Ied to an impressive rise in
44．its profile in European markets．The Bank is looking for talented and ambitious
45．investment Analysts to form. a new specialist research team．Investment Analysts
46．who perform. rigorous and detailed investigation into companies and securities
47．before making recommendations to those Fund Managers．Ideally，you will have
48．excellent academic credentials and a solid professional with grounding in
49．analytical techniques．Particularly useful would be training in an accountancy，
50．an MBA or a legal qualification．Excellent communication in skills are required．For an initiaI，
51．confidential conversation contact
52．the Bank's Personnel Manager directly．
(41)