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Read the following article and select the best answer. Article: In the more and more competitive service industry,it is no longer enough to promise customer satisfaction.Today,customer "delight" is what companies are trying to achieve in order to keep and increase market share. It is accepted in the marketing industry,and confirmed by a number of researches,that customers receiving good service will promote business by telling up to 12 other people;those treated badly will tell their tales of woe to up to 20 people.Interestingly,80 percent of people who feel their complaints are handled fairly will stay loyal. New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet.For example,many companies now have to invest a lot of money in information technology and staff training in order to cope with the "phone rage"--caused by delays in answering calls,being cut off in mid-conversation or left waiting for long periods. "Many people do not like talking to machines,"says Dr.Storey,Senior Lecturer in Marketing at City University Business School."Banks,for example,encourage staff at call centers to use customer data to establish instant and good relationship with them.The aim is to make the customer feel they know you and that you can trust them--the sort of comfortable feelings people have during face-to-face chats with their local branch manager." Recommended ways of creating customer delight include:under-promising and over-delivering (saying that a repair will be carried out within five hours,but getting it done within two );replacing a faulty product immediately;throwing in a gift voucher as an unexpected "thank you" to regular customers;and always returning calls,even when they are complaints. Aiming for customer delight is all very well,but if services do not reach the high level promised,disappointment or worse will be the result.This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example,"I know how you must feel"),and possible... Question: Customer delight is important for airlines because . - their telephone style remains unchanged - they are more likely to meet with complaints - the services cost them a lot of money - the policies can be applied to their staff
**Answer**
they are more likely to meet with complaints

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Read the following article and select the best answer. Article: Chinese car makers have narrowed the quality gap with their foreign rivals in the world's largest vehicle market to the smallest level in seven years, according to research. But the improvements have not been enough to see an obvious drop in the market share for local car companies this year, raising questions about their ability to be global competitors. The annual quality survey of China's car market by J.D. Power, a Californian market research company, tracks the number of mechanical and design problems reported per 100 vehicles by more than 21,000 Chinese drivers. It documented 131 problems per 100 domestic vehicles, compared with 95 per 100 foreign vehicles. The 36-point gap was the narrowest in the study's seven-year history. When China overtook the US as the world's largest car maker in the 2009, the gap between domestic and foreign cars was 145 points. "It's evidence to the improvements that domestic brands have been making," said Geoff Broderick, head of J.D. Power's operations. "By 2018 the domestic and the global brands will be equal in terms of quality." Despite the steady improvement in quality, local vehicle makers have been performing poorly this year. According to the China Association of Automobile Manufacturers, domestic brand's share of the market for cars--not including SUVs--has fallen from about 25 percent to 20 percent. "Chinese customers are very picky in the world because they have been trained to distrust products," said Mr Broderick, citing scandals affecting baby milk powder and toys. "They go into a situation expecting there could be quality issues, whereas in the West we trust the brands. Question: What was the gap between Chinese vehicles and foreign vehicles in 2016? - 131 points. - 145 points. - 95 points. - 36 points.
**Answer**
36 points.

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Read the following article and select the best answer. Article: It does not come as a surprise that Dubai has a growing problem with "tragic". The local rulers have explored all the conventional ways to get traffic moving again,including higher prices for parking,fuel and insurance. But at a recent conference in Hamburg, Hussain Lootah said that the city may adopt a more strict approach: setting an income level for vehicle ownership. Mr Lootah's approach is unlikely to be copied widely, but mayors of other big cities around the world are starting to think about taking severe actions of their own, including complete car bans in inner cities.But the efforts may not be enough to reduce traffic and pollution. The problems will only get worse: the number of vehicles sold globally each year will grow from around 80 million today to more than 100 million by the end of the decade, according to IHS Automotive. There are already a handful of car-free communities around the world.But these are typically small and often tourist destinations that seek to create a throwback(;) in time, such as Sark Island, in the English Channel. The largest car-free urban area is probably Venice, where it is impossible to build roads and bridges to link the more than 100 small islands the city sits on. Yet pedestrian malls and other car-free zones keep popping up in cities around the world. Some cities are considering ways to limit central city access to "green" machines, such as battery-electric vehicles. Hamburg is perhaps the furthest along. Such extreme plans may fly in a city such as Hamburg. But in many other cities the political resistance even to less far-reaching measures is hard to overcome. Michael Bloomberg, New York's former mayor, tried twice to introduce a jam charge for much of Manhattan, but his plans were rejected by state lawmakers. Question: What causes Venice to be the largest car-free urban area? - Its natural geographical characteristics. - Its too many tourist destinations. - Its reduced number of cars. - Its government law on car free.
**Answer**
Its natural geographical characteristics.

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Read the following article and select the best answer. Article: HAVE FUN IN SPRING! Special four-week mini-session April -- May Acting Classes for Ages 4+ and Teens! Classes meet once a week for four weeks. All classes are led by highly experienced Dallas Children's Theater (DCT) artists. Since this is a mini-session, classes will not present a show. Pre-K (Pre-Kindergarten) students will explore stories and characters from the world of books and literature. For students in Act It Up (K-1st && 2nd-3rd) and Acting (4th-6th), the classes will explore characters, expression and creativity through creative dramatics activities. Full $80 payment per student is required for enrollment . Classes will be filled first-come-first-served. For questions or to enroll, contact Nancy Schaeffer at 214-978-0110 or nancy@dct.org. Tuesdays 4:00-5:30 April 22-May 13, 2008 Play Days -- Pre-K *Explore the wonderful characters from your favorite books *Act out the stories you know so well and maybe a few new ones too! *Take turns being on the stage with your class as you become many fun and creative characters Act It Up! Grades K-1 & Grades 2-3 Explore the most important aspects of acting: *Characters: Who are You? * Imagination: See where it takes you -- be creative! Wednesdays 4:30-6:00 April 23-May 14, 2008 Acting -- Grades 4-6 Explore the most important aspects of acting: * Characterization: Movement and Voice * Imagination: Listening, Learning and Taking a chance Auditions and Monologues -- Grade 7+ * Work on a monologue that you can use for any audition *Learn the tricks for how to do your best at your next audition -- at school, church or local theater *Get feedback from a professional and make improvements to your auditioning skills Question: Those who attend Auditions and Monologues _ . - mainly explore the imagination - have to start their lessons on April 22 - will often practise using movement and voice - are mainly taught some skills for their future use
**Answer**
are mainly taught some skills for their future use