Part III Reading Comprehension (35 minutes)Directions:This pant is to test your reading ability. There are 5 tasks for you to fulfill. Youshould read the reading materials carefully and do the tasks as you are instructed.Task 1Directions:After reading the following passage, you will find 5 questions or unfinishedstatements, numbered 40 to 44.For each question or statement, there are 4 choices marked A),B),C) and D)You should make the correct choiceand mark the corresponding letter on the Answer Sheet with a single line through the center.Bus drivers must have a commercial(商业的)driver's license(CDL).This can sometimes be earned during on-the-job training. They must possess a clean driving record and may be required to pass a background check. They also must meet physical, hearing and vision(视力) requirements. In addition, bus drivers often need a high school diploma or the equivalent.Bus Driver TrainingBus drivers typically go through 1 to 3 monthsof training,but those who already possess a CDL may have a shorter training period. Part of the training is spent on a driving course , where drivers practice various skills with a bus. They then begin to drive in light traffic and finally make practice runs on the type of route that they expect to drive. New drivers make regularly scheduled trips with passengers and are accompanied(陪伴)by an experienced driver who gives helpful tips, answers questions, and grades the new driver's performance.Some driverstraining is also spent in the classroom.They learn their company' s rules and regulations,traffic laws, and safe driving practices. Drivers also learn about schedules and bus routes, fares, and how to communicate with passengers.40.What is a must to become a bus driver?

A reference letter.
B. A high school diploma.
C. A clean driving record.
D. 2 years'driving experience.

The training period may be shorter for those who______.

A. have aCDL
B. enjoy sound health
C. like to drive buses
D. meet vision requirements

When accompanying new drivers in their scheduled trips, the experienced driver can______.

A. help them to collect bus fares
B. judge their performance
C. select a suitable route for them
D. decide on their salary level

One thing new drivers learn in the classroom is______

A. traffic laws
B. bus drivers’benefits
C. the bus company’s history
D. the importance of being a bus driver

The passage is mainly about how to______.

A. get a driver's license
B. pass a background check
C. communicate with passengers
D. become a bus driver

Task2Directions:The following is a poster After reading it, you will find 3 questionsor unfinishedstatements,numbered 45 to 47.For each question or statement, there are 4 choices marked A),B),C)and D).You should make the correct choice and mark the corresponding letter on the Answer Sheet with a single line through the center.Notes:CPR心肺复苏campcounselor夏令营负责人45.The program in the poster is intended for______

A. volunteers in nursing homes
B. doctors and medical students
C. students with no medical background
D. healthcare workers in community hospitals

What training will also be offered in the course in addition to CPR First Aid skills?

A. Housework skills.
B. Child and infant CPR.
C. Self-care guide for seniors.
D. Basic knowledge of medicine.

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Match the expressions:A一Business hoursB― Customer experienceC― Customer satisfaction surveyD― Customer retentionE一Frequently asked questions (FAQ)F—Service level agreement (SLA)G一User errorH—Big dataI一First response timeJ一Customer expectationsK― Customer feedbackL—Brand experienceM一Service promiseN—Business rulesO― Call centerP— Customer loyaltyQ一Quality assuranceExamples: (I)首次响应时间(B)客户体验51. （）客户忠诚度（）客户反馈52. （）质量保证（）服务承诺53. （）品牌体验（）服务级别协议54. （）业务规则（）用户错误55. （）客户维系（）呼叫中心