1.-How is the problem about the budget?

-________________________________ 

   A.The problem is the budget problem.

   B.Well, it seems that we underestimate the problem.

   C.You only need a budget to solve the problem.

2.-How much is it to move the office furniture?

-______________________________________________

   A.We can give you a 10% discount.

   B.Sorry, we are not available these days.

   C.The cost depends on the floor to move to.

3.-What does the customer complain about?

- ____________________________________________

   A.He will write us a thank-you letter.

   B.He hasn't got back the monitor for repairs.

   C.He wants a discount.

4.-_____________

-Yes, I think so. 

   A.Will you fly business class?

   B.When do you plan to leave?

   C.Where shall I make hotel reservation?

5.-Are the Project Managers sharing information?

-______________________________  

   A.Yes, there's really nothing to worry about.

   B.Yes, they hesitate to do it.

   C.No, they are doing very well.

6.Even though he's ____________ out of college and still a bit green, he is a great co-worker.

   A.flesh

   B.fresh

   C.flash

7.A service has to be so ___________ that there are no complaints from your clients.

   A.better

   B.bad

   C.good

8.Sometimes I surf online shops to check some related information, and then go to a physical store to do the _________ shopping.

   A.virtual

   B.simulated

   C.actual

9.Customers won't find store clerks sitting around_____________.

   A.watching TV or playing cards

   B.to watch TV or playing cards

   C.watching TV or to play cards

10.Although he has sought to find a peaceful ______________, he is facing more pressure from his business rivals.

   A.solute

   B.solve

   C.solution

11.The instruction describes completely the __________ and its safety basis.

   A.faculty

   B.facilitate

   C.facility

12.Among the critiques were allegations ________ some franchise uses its political influence to increase its profits.

   A.which

   B.what

   C.that

13.Tomorrow is the deadline. I _______ finish the job.

   A.would

   B.must

   C.can

14.Their skill and __________ has got them on the sales team.

   A.laziness

   B.discourage

   C.enthusiasm

15. It will ___________ about 50 dollars to rent it.

   A.spend

   B.ay

   C.cost

16.Current ___________ are those debts that must be paid within the year.

   A.assets

   B.equities

   C.liabilities

17.___________we like is the red one.

   A.What

   B.It

   C.There

18.To be honest, after many years of hard work, I have _______________ it through.

   A.made

   B.come

   C.got

19.It is next Monday _______I will leave for my hometown.

   A.where

   B.that

   C.what

20.This is ___________ the manager controls the company. This is the reason.

   A.which

   B.where

   C.because

24.span>The main idea of Para. 1:

   A.span>The "Feel Good Factor" in customer service means making customers feel good.

   B.span>The goal of customer service is to give them an experience that meets their expectations.

   C.span>The challenge in customer service is to understand their needs and make them satisfied.