单选题
Questions 181-185 refer to the following two e-mail messages. To: Rex Roeges, Customer Service Department ＜roeges@books.com＞ From: Dave Palmer ＜palmer@mail2.com＞ Re: Lost book Dear Mr. Rex Roeges, I am writing this e-mail concerning a book that I ordered through your company, The Computer Networks 4th edition, order number 20035. I placed the order last month and still have not received the book. I visited your website and confirmed that my shipping information was correct, and that my credit card has been charged for the book; the website also indicates that the book was shipped using your "Global Carrier" service the day after I ordered it. Considering that "Global Carrier" shipments typically take two weeks to arrive, I should have received my goods a week ago at the latest. However, my post office informed me they have neither received nor delivered the book. Can you let me know what is going on as soon as possible? Dave Palmer To: Dave Palmer ＜palmer@mail2.com＞ From: Rex Roeges ＜roeges@books.com＞ Re: Lost book Dear Mr. Palmer, Thank you for contacting us. It is important to us that our customers are satisfied with our service, so I am very sorry to hear that you have not received your merchandise. I looked up your order number and discovered that the book has not been sent out. I have rectified this mistake on our website and sent the book to you via express mail. It should arrive within two business days. With the book I have enclosed a coupon for half off your next order. Again, I apologize for the inconvenience. If you have any more questions or need further assistance, please contact me at 602-385-0256, or e-mail me at ＜roeges@noble. com＞. Sincerely, Rex Roeges Rex Roeges, Customer Service Department Nobel Bookstore
单选题
Why did the customer send his e-mail? A. To order new books from major publishers B. To cancel an order of merchandise C. To track down a missing item D. To complain about a faulty product
【正确答案】
C
【答案解析】中级问题 (第一篇文章)这种类型的问题必须通观文章的首尾才能知道答案。不能想当然认为每篇电子邮件都会在开头就阐明主题，有的电子邮件在结尾才阐明主题。通过文章的开头“虽然订购但是没收到书”，和文章的结尾"Can you let me know what is going on as soon as possible?(可以尽快把事情的原由告诉我吗?)”可见，顾客写这封邮件的目的是询问已经订购却未收到的书的情况。
单选题
What did the customer discover? A. He has already paid for the order. B. He was charged twice for the same product. C. The delivery company delivered the item to the wrong address. D. The book is out of print and no longer available.
【正确答案】
A
【答案解析】初级问题 (第一篇文章+第二篇文章)这道题考查细节，需要把顾客在邮件中提到的内容和选项作比较。一定要注意第二段中提到的I visited your website and confirmed that后面的内容。“我访问过你们的网站并且确认了‘that’以下的事实。”that以下的内容中包含了“送货信息”和“用信用卡支付了图书费用”两部分内容。在4个选项中寻找到其中之一就是正确答案了。
单选题
What error did the website contain? A. The order number was wrong. B. Mr. Palmer's address was incomplete. C. The price list was outdated. D. It indicated the item had been shipped.
【正确答案】
D
【答案解析】高级问题 问题的核心单词the website在两篇文章中都有涉及，因此要把两篇文章联系起来分析细节情况。第一篇文章中提及the website also indicates that the book was shipped…(贵公司的网站上也显示已经送货)，第二篇文章则提到I have rectified this mistake on our website…(我已经改正了网站的这个错误)，因此可以得知是网站错误地标示了送货情况。
单选题
How did the company attempt to compensate the customer? A. It sent him a complimentary book. B. It gave him a voucher for a 50% discount. C. It removed the charge from his credit card. D. It gave him the book for half off.
单选题
Which of the following statement true? A. The company sends all orders by express mail. B. "Global Career" shipping is the cheapest service available. C. Mr. Palmer placed his order three weeks ago. D. The cost of delivery was included in the book's price.