Question

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     Millions of people pass through the gate of Disney's entertainment parks in California, Florida, Paris and
Tokyo each year. What makes these places an almost universal attraction? What makes foreign kings and
queens and other important people want to visit these Disney parks? Well, one reason is the way they are
treated once they get there. The people at Disney go out of their way to serve their "guests", as they prefer to
call them and to see that they enjoy themselves.
     All new employees (雇員), from vice presidents to part-time workers, begin their employment by attending
Disney University and taking "Tradition I". Here, they learn about the company's history, how it is managed
and why it is successful. They are shown how each department relates to the whole. All employees are shown
how their part is important in making the whole part a success.
     After passing "Tradition I", the employees go on to more specialized training for their specific jobs. No
detail (細節(jié)) is missed. A simple job like taking tickets requires four eight-hour days of training. When one
ticket taker was asked why it took so much training for such a simple ordinary job, he replied, "What happens
if someone wants to know where the restrooms are, when the parade starts or what bus to take back to the
campgrounds? …We need to know the answers or where to get them quickly. Our constant aim is to help
our guests enjoy party." 
     Even Disney's managers get involved (參與) in the daily management of the park. Every year, the
managers leave their desks and business suits and put on special service clothes. For a full week, the bosses
sell hot dogs or ice cream, take tickets or drive the monorail, and take up any of the 100 jobs that make the
entertainment park come alive. The managers agree that this week helps them to see the company's goals more
clearly.
     All these efforts (努力) to serve the public well have made Walt Disney Productions famous. Disney is
considered by many as the best mass service (群體服務(wù)) provided in America or the world. As one long-time
business observer once said,"How Disney treats people, communicates with them, rewards them, is in my
view the very reason for his fifty years of success…I have watched, very carefully and with great respect
and admiration, the theory and practice of selling satisfaction and serving millions of people on a daily basis,
successfully. It is what Disney does best."

1. The first day they come to Disney parks, all new employees ______.

A. begin by receiving on-the-job training
B. must learn several jobs
C. begin as ticket takers
D. have already attended Disney University

2. The main aim of the Disney employees is to ______.

A. learn all parts of the business
B. see that their guests enjoy themselves
C. be able to answer all kinds of questions
D. keep their important guests happy

3. Each year, managers wear special service clothes and work in the park to ______.

A. set a good example for employees
B. remind themselves of their beginning days at Disney
C. have a better view of the company's aims
D. replace employees on holidays

4. Which of the following is the best title for this passage?

A. What Makes Disney Parks Successful?
B. Universal Attraction: Disney Parks
C. Training is Disney
D. How to Make Guests Happy

Answer 1

1-4       ABCA