The writer mentions “phone rage”(Paragraph 3)to show that ________.

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• 1We can learn from Paragraph 2 that _______.

  A.complaining customers are hard to satisfy

  B.unsatisfied customers receive better service

  C.satisfied customers catch more attention

  D.well-treated customers promote business

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• 2When Sylvia says “His speech was OK but it had no real punch”, she thinks it was not_____.

  A.fluent and impressive

  B.logical and moving

  C.informative and significant

  D.interesting and powerful

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• 3What will the government most probably provide if it is engaged in a pump-priming program、

  A.Sums of money.

  B.Raw materials.

  C.Human resources.

  D.Media support.

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• 4When Sally says “The TV program kept pumping out commercials”, she may be______.

  A.excited

  B.interested

  C.annoyed

  D.worried

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• 5What is the real concern of the writer of this article、

  A.The major causes of traffic accidents and car thefts.

  B.The relationship between human and technology.

  C.The shortcomings of digital devices we use.

  D.The human unawareness of technical problems.

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• 6What does the writer recommend to create customer delight、

  A.Calling customers regular.

  B.Gibing a “thank you “note..

  C.Delivering a quicker service.

  D.Promising more gifts.

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• 7If a manager should show his empathy (Paragraph 6), what would be probably say、

  A.“I know how upset you must be.”

  B.“I appreciate your understanding.”

  C.“I’m sorry for the delay.”

  D.“I know it’s our fault.”

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• 8Customer delight is important for airlines because ________.

  A.their telephone style remains unchanged

  B.they are more likely to meet with complaints

  C.the services cost them a lot of money

  D.the policies can be applied to their staff

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• 9Which of the following is conveyed in this article、

  A.Face-to –face service creates comfortable feelings among customers.

  B.Companies that promise more will naturally attract more customers.

  C.A company should promise less but do more in a competitive market.

  D.Customer delight is more important for air lines then for banks.

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• 10Mrs. Patrick was laughing guiltily because she thought________.

  A.she was too old to fly kites

  B.her husband would make fun of her

  C.she should have been doing her how

  D.supposed to the don’t game

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