1. Why does the student go to see the professor?
a. To find out all the requirements for a project
b. To discuss a service gap at a restaurant
c. To get help understanding concepts relevant to his project
d. To get help with designing a business plan
破题关键词汇：see the professor
(从第47秒开始，原文重现：So here’s my question, I read something about service standard that kind confused me, what’s the difference between service design and service standard?)
2. Why does the professor mention a student in another class?
a. To describe an interesting topic for a project
b. To explain the cause of her initial confusion
c. To point out that she has not received e-mails from all her students yet
d. To indicate that she has several students doing projects about restaurants
破题关键词汇：in another class
(从第26秒开始，原文重现：Wait, I thought you were gonna come up with hypothetical business plan for an amusement park, isn’t that what you emailed me last week?)
3. Why does the professor talk about the cafeteria on campus?
a. To give an example of an effective service design
b. To illustrate how service standards can inform service design
c. To help the man understand a service problem
d. To illustrate the concept of a service gap
(从第1分08秒开始，原文重现：Service design, is, think of the cafeteria here on campus, there are several food counters right, all with big clear signs, to help you find what you’re looking for, soups, salads, desserts, so you know exactly where to go to get what you need. )
4. What do the speakers imply about the bakery the student went to recently? Click on 2 answers.
a. The apple pie he bought there was not as good as it usually is.
b. The bakery's service design was inefficient.
c. The bakery needs additional employees to fix a service gap.
d. The bakery did not meet a service standard.
(从第2分04秒开始，原文重现：And that’s what’s called the service gap, maybe there wasn’t enough training for the employees, or maybe they just run out of pie that day, but there’s something wrong about the process, and the service standard wasn’t being met.)
学生想买苹果派，也有一个小的标签，上面写着苹果派，但是却没有剩余了。于是教授说，这就是service gap. 所以B选项正确。后面又继续说，也许是因为对员工缺少足够的训练，或许也正好就是那天的派都卖完了，但是整个流程却是有问题的，可能是服务标准没有达标，所以D选项正确。
5. What does the professor say the student should do for his project?
a. Compare an on-campus service model with an off-campus one
b. Interview the service manager and employees at the cafeteria
c. Recommend service improvements at the cafeteria and the bookstore
d. Analyze the service design of a nearby restaurant
破题关键词汇：should do, his project
(从第2分28秒开始，原文重现：Well, campus businesses like the cafeteria or bookstore, don’t quite follow the kinds of service models we are studying in class, you should go to some other local establishment I’d say .)
1. Why does the woman go to see the man?
a. To ask for his help in getting a job off campus
b. To apply for job in the library archives
c. To find out if the man has received her letter of reference
d. To get help on a project she is doing with a professor
破题关键词汇：see the man
(从第27秒开始，原文重现：And I, well, I was hoping I could talk to you about a job actually.)
2. During the conversation, what surprises the man?
Click on 2 answers
a. That he does not remember the woman
b. That the woman knows the library has a job opening
c. That the woman came to him for help
d. That the woman is still interested in photography
(从第32秒开始，原文重现：Oh the job here? In the library archives? That was fast, we just posted it yesterday.
从第48秒开始，原文重现：But how can I help?)
3. What does the man imply about Professor Ryan?
a. Professor Ryan will decide who gets the library assistant job.
b. Professor Ryan was in charge of the library’s photography exhibit.
c. Professor Ryan was impressed with work the woman did on the photography exhibit.
d. Professor Ryan recommended the woman for the library assistant job.
破题关键词汇：imply, Professor Ryan
(从第1分零9秒开始，原文重现：Of course, we all thought you did a great job, I remember saying that to Professor Ryan, he thought so too. I suppose you’ve already asked him for a recommendation?)
4. What will be the main responsibility of the new library assistant?
a. Cataloging photographs taken during the university’s hundreth year
b. Planning and setting up photography exhibits at the library
c. Writing research reports about photographs in the library’s collection
d. Finding photographs requested by library users
破题关键词汇：main responsibility, new library assistant
(从第1分零52秒开始，原文重现：It doesn’t involve taking pictures but it does involve working with pictures, filling requests for specific photos from students and professors.)
5. What does the woman imply about the library assistant job?
Click on 2 answers.
a. She feels she is not qualified for it.
b. She is reluctant to apply for it because it does not involve taking photographs.
c. She thinks it would fit in well with her class schedule.
d. She thinks it would require too much of her time.
答案： B, C
破题关键词汇：imply, the library assistant job
(从第2分零04秒开始，原文重现：The hours are definitely better. But I really do want to find out about that job in a studio first. I’m sure you understand. )