1.span>The main idea of Para. 2:

   A.span>It's safe to say "I don't know" to your customers.

   B.span>You need to be an information expert to your products or services.

   C.span>Leave your customer with an unanswered question is acceptable.

2.span>The main idea of Para. 3:

   A.span>Both positive body language and negative body language are necessary in customer service.

   B.span>Body language in communication plays an important role in customer service.

   C.span>Smiling can always make people feel good.

3.span>The main idea of Para. 4:

   A.span>Try your best to help your customers.

   B.span>Customers like surprises.

   C.span>Customers like the feeling of being cared.

4. -I had a really good weekend at the seaside.

-______________  

   A.That's very kind of you.

   B.Glad to hear that.

   C.It's a pleasure.

5.-They want to make sure you're paying taxes on the money you make.

-_______________________________ 

   A.We're paying alright.

   B.At least, our records for money in are very complete.

   C.That's something you can improve by talking to human resources.

6. -I'll also throw in the discount of 10% on your up front deposit. What do you think about this suggestion?

-______________  

   A.OK, I think we've both have done our best for this.

   B.No, the suggestion is too bad.

   C.OK, you will benefit more than us.

7. -I am going to ask for a pay rise.

-______________

   A.I don't think you are worth.

   B.Let me pay for it.

   C.You may talk to your boss.

8.An on-line virtual supermarket ____________ the real supermarket, which makes it feel so real.

   A.stimulates

   B.simulates

   C.simulators

9. How ____________she runs!

   A.fast

   B.faster

   C.fastest

10.You can show respect to your teammates ____________ everyone fairly and equally.

   A.to treat

   B.treated

   C.by treating

11. When customers get to a store, they ___________ honored guests.

   A.were treated as

   B.are treated as

   C.treat as

12.Some of the ___________ solutions will support these requirements better at the moment.

   A.roperty

   B.rosperity

   C.roprietary

13.You should manage it well to __________ the tasks within the team. 

   A.district

   B.distribute

   C.distract

14.The executive team have to hold an urgent meeting ________ they see the bad market feedback.

   A.before

   B.because

   C.whether

15.I'd like to fly to Frankfurt for ________ stay of two days, and go by train to Paris.

   A.some

   B.a

   C.one's

16.Henry is often seen ____ English aloud every morning in the classroom.

   A.to read

   B.reads

   C.being read

17. We can't manage that ____________ you pay for the installation.

   A.if

   B.when

   C.unless

18.Some of the customers’ complaints seem____________.

   A.unacceptable

   B.accepting

   C.unaccepted

19.While the other people __________ and discussed the problem together, Ted ignored them.

   A.interacted

   B.intensive

   C.interviewed

23. -Could you be so kind as to turn down that music?

-______________ 

   A.It's none of your business.

   B.No, I don't think so.

   C.Sure. Sorry to disturb you.

24. -Betty, we'll have a buffet party next Saturday. Will you join us?

-Sure. _____________, Susan. Thank you!

   A.By no means

   B.I'm afraid not

   C.I'd love to