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[片断一] 

        牛二紧揪住杨志,说道:“我偏要买你这口刀!” 杨志道:“你要买,将钱来!” 牛二道:“我没钱!” 杨志道:“你没钱,揪住洒家怎地?” 牛二道:“我要你这口刀!” 杨志道:“我不与你!” 牛二道:“你好男子,剁我一刀!” 杨志大怒,把牛二推了一交。……杨志赶入去,把牛二胸脯上又连搠了两刀,血流满地,死在地上。……杨志叫道:“洒家杀死这个泼皮,怎肯连累你们。泼皮既已死了,你们都来同洒家去官府里出首!” 坊隅众人慌忙拢来,随同杨志,径役开封府出首。


[片断二] 

         郑屠右手拿刀,左手便来要揪鲁达;被这鲁提辖就势按住左手,赶将入去,望小腹上只一脚,腾地踢倒在当街上。鲁达再入一步,踏住胸脯,提起那醋钵儿大小拳头,看着这郑屠道:“……你是个卖肉的操刀屠户,狗一般的人,也叫做‘镇关西’……”扑的只一拳,正打在鼻子上,打得鲜血迸流,鼻子歪在半边,却便似开了个油酱铺,咸的、酸的、辣的一发都滚出来……鲁达拔步便走,回头指着郑屠尸道:“你诈死,洒家和你慢慢理会!”一头骂,一头大踏步去了……鲁提辖回到下处,急急卷了些衣服盘缠,细软银两,但是旧衣粗重都弃了;提了一条齐眉短棒,奔出南门,一道烟走了。

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    Everyone in business has been told that success is all about attracting and retaining (留住) customers. It sounds simple and achievable. But, 1, words of wisdom are soon forgotten. Once companies have attracted customers they often 2 the second half of the story. In the3 of beating off the competition, negotiating prices, securing orders, and delivering the product, managers tend to become carried away. They forget what they regard as the boring side of business—4 that the customer remains a customer.

    5 to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the average company loses between 10 and 30 percent of its 6 every years. In constantly changing 7, this is not surprising. What is surprising is the fact that few companies have any idea how many customers they have lost.

    Only now are organizations beginning to 8 those lost opportunities and calculate the 9 implications. Cutting down the number of customers a company loses can make a big 10 in its performance. Research in the US found that a five percent decrease in the number of defecting (流失的) customers led to 11 increases of between 25 and 85 percent.

    In the US, Domino's Pizza estimates that a regular customer is worth more than $5,000 over ten years. A customer who receives a poor quality product or service on their first visit and 12 never returns, is losing the company thousands of dollars in 13 profits (more if you consider how many people they are likely to tell about their bad experience).

    The logic behind cultivating customer14 is impossible to deny. “In practice most companies' marketing effort is focused on getting customers, with little attention paid to 15 them”, says Adrian Payne of Cornfield University' School of Management. “Research suggests that there is a close relationship between 16 customers and making profits. 17 customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price 18, and may provide free word-of-mouth advertising. Retaining customers also makes it 19 for competitors to enter a market or increase their20 of a market.