Not too long ago, an incident that happened at Walt Disney touched me greatly. A guest __21__ out of our Polynesian Village resort(度假胜地) at Walt Disney was asked how she __22__ her visit. She told the front-desk clerk she had had a(n) __23__ vacation, but was heartbroken about __24__ several rolls of Kodak color film(柯达胶卷) she had not yet __25__. At that moment she was particularly __26__ over the loss of the pictures she had shot at our Polynesian Luau, __27__ this was a memory she especially treasured.
Now, please understand that we have no written service rules __28__ lost photos in the park. __29__, the clerk at the front desk __30__ Disney’s idea of caring for our __31__. She asked the woman to leave her a couple rolls of __32__ film, promising she would try her best to make up for her loss.
Two weeks later the guest received a __33__ at her home. In it were photos of all the actors of our show, __34__ signed by each performer. There were also __35__ of the public procession (游行队伍) and fireworks in the park, taken by the front-desk clerk in her own __36__ after work. I happened to know this __37__ because this guest wrote us a letter. She said that __38__ in her life had she received such good service from any business.
Excellent __39__ does not come from policy(政策性的) handbooks. It comes from people who __40__ —and from a culture that encourages and models that attitude.
21A. working B. checking C. trying D. staying
22A. expected B. realized C. paid D. enjoyed
23A.disappointing B. wonderful C. uncomfortable D. important
24A. taking B. dropping C. losing D. breaking
25A. developed B. taken C. washed D. produced
26A. silly B. nervous C. calm D. sad
27A. when B. where C. as D. which
28A. covering B. finding C. making D. keeping
29A. Excitedly B. Fortunately C. Therefore D. Quietly
30A. understood B. reminded C. trusted D. discovered
31A. workers B. guests C. managers D. clerks
32A. printed B. shot C. unused D. recorded
33A. film B. card C. camera D. packet
34A. frequently B. personally C. alone D. actually
35A. rules B. pictures C. handbooks D. performances
36A. case B. work C. time D. position
37A. story B. place C. photo D. show
38A. only B. almost C. never D. nearly
39A. advice B. experience C. quality D. service
40A. care B. serve C. like D. know

21-25 BDBCA 26-30 DCABA 31-35 BCDBB 36-40 CACDA