2One of the reasons for such ill feeling in the marketplace is that.________
［A］ shoppers are usually strident, frustrated and impatient
［B］ shoppers often take businesses to court
［C］ businesses use new technology instead of employees
［D］ businesses try every means to get customers
3 What changes have taken place at Vancouver Better Service Bureau in the past five years?
［A］ More effective.
［B］ Less bureaucracy.
［C］ More business.
［D］ Better staff.
4Young clerks often lack interpersonal skills chiefly because they____________
［A］are skilled in dealing with machines, not people
［B］are not trained in simple manners at home
［C］fall victims to generational change
［D］take retailing to be a temporary job
5The author's attitude towards businesses and bad service is_________.
［A］attacking
［B］understanding
［C］regretting
［D］warning
核心词汇
defect n.［C］ 缺陷，瑕疵；不足之处 例：All the cars are tested for defects before they leave the factory.所有汽车在出厂之前都要检查有无缺陷。
vi. * to leave your own country or a group in order to go to or join an opposing one逃离；背叛，变节（后跟介词from） 例：She defected from the Liberals and joined the Socialists. 她脱离自由党，加入了社会党。
encompass vt. ① to completely cover or surround sth. 覆盖；包围，环绕 例：a reservoir encompassed by mountains群山环绕的水库 *② 包含，包括 例：The course will encompass physics, chemistry and biology.课程将包括物理、化学和生物学。
indifference n. *① lack of interest or concern不关心，不在乎 例：show indifference to personal affairs不计较个人的事 ② 不重要，无关紧要 例：a matter of indifference无关紧要的事；in否定前缀，用于构成形容词和名词，表示“不，非，无” 例：insensitive a.不敏感，inability n.没办法，没能力
makebelieve n. ［U］ 由动词短语make believe变过来的复合名词，意为“假装，假扮，虚构” 例：She told me that her parents are millionaires, but its all just makebelieve.她告诉我她父母是百万富翁，但这一切都属子虚乌有。
超级词汇
fishmonger n. 鱼贩，鱼商；monger n. 商人，贩子，如warmonger战争贩子
litany n.（对一系列事件、原因等）枯燥冗长的陈述 例：a litany of complaints喋喋不休的抱怨
recourse n. *① 求助，求援（的对象）；（得救的）办法、手段 例：get over difficulties without recourse to outside help不求外援克服困难 ②（法律上的）追索权
strident a.（说话声音）刺耳的，尖锐的，不和谐的
长难句分析
One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1～800 numbers and voice mail.
该句主干是One is that…。that 引导的是表语从句，其中又嵌套了一个复合句：主句是customer service was an casualty, 从句是when引导的时间状语从句。
语篇分析
本文题材涉及商业服务，作者对加拿大存在的劣质服务现象予以剖析，并呼吁商家改善对顾客的服务。它是一篇现象解释型文章，按照“指出现象—解释现象—提出解决方案”的脉络展开论述，可以分成三大部分。
第一段为第一部分，指出现象：劣质服务成为加拿大日益严重的社会问题（aggravating and worsening reallife phenomenon）。
首句给出了文章要论述的话题(bad service)以及作者对它的严肃态度（neither makebelieve nor amusing）。该段使用列举法，说明：①劣质服务的类型多样：从漠不关心（