Read the following article and select the best answer. Article: High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, s, co-workers, strangers--and anyone who will listen. Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde Group and Wharton School. "Storytelling hurts retailers and entertains consumers," said Paula Courtney, President of the Verde Group. "The store loses the customer, but the shopper must also find a replacement." On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting "snowball effect" can be disastrous to retailers. According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers. The most common complaints include filled parking lots, cluttered shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople. During peak shopping hours, some retailers solved parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space. Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers. "Retailers who're responsive and friendly are more likely to smooth over issues than those who aren't so friendly,"... Question: What contributes most to smoothing over issues with customers? - Manners of the salespeople. - Hiring of efficient employees. - Huge supply of goods for sale. - Design of store layout.
Manners of the salespeople.

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Read the following article and select the best answer. Article: The bicycling craze came in when we were just about at the right age to enjoy it. At first even "safety" bicycles were too dangerous and improper for ladies to ride, and they had to have tricycles. My mother had (I believe) the first female tricycle in Cambridge; and I had a little one, and we used to go out for family rides, all together; my father in front on a bicycle, and my poor brother Charles standing miserably on the bar behind my mother. I found it very hard work, pounding away on my hard tyres; a glorious, but not a pleasurable pastime. Then, one day at lunch, my father said he had just seen a new kind of tyre, filled up with air, and he thought it might be a success. And soon after that everyone had bicycles, ladies and all; and bicycling became the smart thing, and the lords and ladies had their pictures in the papers, riding along in the park, in straw hats. My mother must have fallen off her bicycle pretty often, for I remember seeing the most appalling cuts and bruises on her legs. But she never complained, and always kept these accidents to herself. However, the great Mrs. Phillips, our cook, always knew all about them; as indeed she knew practically everything that ever happened. She used to draw us into the servants' hall to tell us privately: "Her Ladyship had a nasty fall yesterday; she cut both her knees and sprained her wrist. But don't let her know I told you." So we never dared say anything. Similar little accidents used to occur when, at the age of nearly seventy, she insisted on learning to drive a car. She never mastered the art of reversing , and was in every way an unconventional and terrifying driver. Mrs. Phillips used then to tell us: "Her Ladyship ran into the back of a milk-cart yesterday; but it wasn't much hurt"; or "A policeman stopped her Ladyship because she was on the wrong side of the road; but she said she didn't know what the white line on the road meant, so he explained and let her go on." Mrs. Phillips must have had an excellent Intelligence Service at her... Question: The writer admired Mrs. Phillips because _ . - she was the best cook they had ever had - she was in command of all the servants - she had an outstanding ability to gather information - she could keep secrets
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she had an outstanding ability to gather information

Read the following article and select the best answer. Article: Your smartphone can do a lot of things. It can call people. It connects to the Internet. It enables you to play fun games. But there is a _ side to this smart little equipment of yours----- it might also spread disease. "People are just likely to get sick from their phones as from handles of the bathroom, " Jeffrey Cain, the president of the American Academy of Family Physicians , told The Wall Street Journal. This may be hard to believe, but scientists reached this conclusion after they tested eight cell phones from an office in Chicago. All the tested phones showed high numbers of coliforms , a kind of bacteria found in human waste , with about 2700 to 4200 units of the bacteria on each phone. The bacteria can cause flu, pinkeye and other diseases . That is right --- your phone is covered in our human waste. Although computers, keys and pens carry germs , our phones get far dirtier. They touch a lot of things, including our hands and the inside of our pocket or purse. We take them almost everywhere: the bus, the subway and who hasn't played Angry Birds or Fruit Ninja while sitting on the toilet? "Some things that we think are personal are actually more public than we imagine," Cain said. What is even worse is that after the phone returns from its dirty trip, it then spends most of its time cozying up to our faces. You don't think about how often you touch your phone to your face, do you? Our noses, mouths and ears are all warm and rich in grease , an environment that germs really like. So how do you keep your phone clean? Alcohol is effective when used to kill germs from the back and side of your phone. But it might harm the screen. There is one simple and reliable way you can reduce the germs on your phone's surface: wash your hands regularly. Question: By saying "Some things we think are personal are actually more public than we imagine," Cain means that _ . - people love to share their phones more than they realize - our personal items could be as risky to our health as public items - phones are used in public places more than people realize - Most people don't know how dirty their cell phones are
phones are used in public places more than people realize