There is a nine-year-old kid sitting at his desk and all of a sudden, there is water between his feet and his pants are wet. He thinks his heart is going to stop. It's never happened before, and he knows that when the boys find out he will never hear the end of it. When the girls find out, they'll never speak to him again . The boy puts his head down and prays, "Dear God, this is an emergency! I need help now! I'm dead meat ."He looks up from his prayer and here comes the teacher with a look in her eyes that says he has been discovered. As the teacher is walking toward him, a classmate named Susie is carrying a goldfish bowl that is filled with water. Susie trips in front of the teacher and throws the bowl of water on the boy's legs. The boy pretends to be angry, but all the while is saying to himself, "Thank you, Lord! Thank you, Lord!" Now all of a sudden, instead of being the object of _ , the boy is the object of sympathy. The teacher gives him gym shorts to put on while his pants are dried out. All the other children are on their hands and knees cleaning up around his desk. The sympathy is wonderful. But as life would have it, the ridicule that should have been his goes to someone else - Susie. She tries to help, but they tell her to get out. You've done enough, you klutz!' Finally, at the end of the day, as they are waiting for the bus, the boy walks over to Susie and whispers, 'You did that on purpose, didn't you?' Susie whispers back, 'I wet my pants once too.' Susie throws water on the boy because she _ . A) intends to save the boy from trouble. B) likes playing tricks on her classmates C) is too careless with the goldfish bowl D) wants the teacher to know the truth
A
(Question)
Celebrations and traditions hold a special place in a country. It is a time when the families come together and celebrate a holiday,for a particular purpose. Besides (he national festivals and celebrations,many places enjoy some whacky celebrations. Henley-on-Todd Regatta If you want something quieter, trip over to Alice Springs in the dry heart of Australia. There you will find the Todd Regatta in a riverbed that normally has no water. "the boats are bottomless and without paddle .The teams run up the riverbed with their feet sticking out of the bottom of their boats. World Black Pudding Throwing Championship In Greater Manchester UK they throw black puddings. The contest dates back to the 1850s, Competitors from across the world come here for the contest. The aim is to knock Yorkshire puddings off a 20-foot shelf by throwing black puddings at them. Sauna Bathing Championships If you prefer it hot, Finland is (he place for you to compete in the Sauna Bathing Championships. Every 30 seconds the heat is turned up, but the contestants must remain seated in an up- right position on the wooden seat. The last person left in the sauna is the winner. The La Tomatlna Festival Every August truckloads of tomatoes an pulled in Bunol each year and damped in the city centre. The people throw tomatoes at each other for the whole day, but the only rule is that the tomato must be flattened in the hand first, before being thrown. Even elderly grandmothers have been known to take part. The Naked Festival Japan hosts the Naked Festival. All male contestants are dressed in oversize diapers and parade through the winter street. Bystanders throw cold water over the contestanta,who drink large amounts of sake in an effort to slop from freezing. If you want to play with boats without bottoms, you should go to A) Henley-on-Todd Regatta B) Black Pudding Throwing Championship C) Sauna Bathing Championships D) The Naked Festival
(Answer)
A
Ques: The hardworking businessman Jones used to work all day in his shop and so hard-working was he that at times he would make the sparks fly from his hammer. The son of Mr. Smith, a rich neighbor, used to come to see him every day and for hours and hours he would enjoy himself watching how the man worked. " Young man, why don't you try your hand to learn to make shoe tacks , even if it is only to pass the time ? " said Jones. " Who knows, one day, it may be of use to you ." The lazy boy began to see what he could do. But after a little practice he found that he was becoming very skilled and soon he was making some of the finest tacks. Old Mr. Smith died and the son because of the war lost all his goods. He had to leave home and was forced to live in another country. It so happened that in this village there were many shoemakers who were spending a lot of money buying tacks for their shoes and even at times when they paid high prices they were not always able to get what they wanted, because in that part of the country there was a high demand for soldiers' shoes. Our young Mr. Smith, who was finding it difficult to earn his daily bread, remembered that once upon a time he had learned the art of making tacks and had the sudden idea of making a bargain with the shoemakers. He told them that he would make the tacks if they would help to get him settled in the workshop. The shoemakers were only too glad of the offer. And after a while, Mr. Smith found that he was soon making the finest tacks in the village. " How funny it seems, " he used to say, " even making tacks can make money. My trade is more useful to me than all my former riches." Which of the following is TRUE according to the passage ? A) Old Mr. Smith enjoyed making the shoe tacks. B) Jones had said the young man must be in need of the skill. C) The higher prices they paid, the more tacks the shoemakers would get. D) The young man earned his living by his skills learnt when he was young.
Ans: D
Question: No matter what type of business you run, it has to deal with situations in which things go wrong from your customer's point of view. Complaints can be a great source of information for the organizations. So it's important to learn to deal with customer complaints efficiently. Firstly, listen actively to what the customer has to say by keeping comfortable eye contact and giving full attention with no interrupting. You should also show your customer that you do understand him. Secondly, when receiving a complaint you should apologize for the failure the customer has identified. It's important for you to know that your apology must appear _ to the customer, and not an empty exercise. And also you should show the customer you've accepted the responsibility and provide him with choices if you have some in hand or otherwise assure the customer you'll do something about his complaint. Thirdly, talk with the consumer and discover the best means to resolve his problem. There will be times when, after gathering the facts of a situation, you'll be unable to resolve the problem immediately. In this case it's important to let your customer know how long it'll take to take action on his complaint. Fourthly, a simple "Thank you" is one way to let the customer know you appreciate the time and effort he has taken to inform you about a problem with your company's service or product you need to know about. Lastly, give your customer something that shows your appreciation for him giving the feedback to you. And let him know you're sorry for the mistake that was made. It isn't necessary to give something that is costly; but a coupon for a free drink or movie is fine. Your professional and well-organized method of dealing with your customer complaints is one more way that will make you stay ahead of your competitors. What does the passage mainly talk about? A) Importance of dealing with customer complaints. B) Effects of customer complaints on business. C) Tips for handling complaints from customers. D) Several factors resulting in customer complaints.
Answer:
C