Q: I'm taking a test and have to guess the right answer to the question after the article. Article: The playwright George Bernard Shaw once said humorously, "England and America are two nations divided by a common language. If he were writing today, he might add 'divided by a common technology--- e-mail'". Two completely different styles of e-mail have formed on either side of the Atlantic-Euromail and Amerimail. Americail is informal and chatty. It's likely to begin with a "Hi" and end with a "Bye". The chances of Amerimail containing a smiley face or an "xoxo" are disturbingly high. We Americans are unwilling to dive into the meat of an e-mail. We feel we have to first inform recipients about our vacation on the island which was really excellent except the jellyfish were biting and the kids caught a cold, so we had to skip the whale watching trip, then about that investors ' meeting in New York. Amerimail is a bundle of contradictions, casual and yet direct, respectful yet over proud. In other words, Amerimail is America. Euromail is stiff and cold often beginning with a formal "Dear Mr. X" and ending with a simple "Sincerely". You won't find any mention of kids or the weather or jellyfish in Euromail. It's all business. It's also slow. Your correspondent might take days even weeks to answer a message. Euromail is exactly like the Europeans themselves. Recently about 100 managers were asked on both sides of the Atlantic whether they noticed differences in e-mail styles. Most said yes. Here are a few of their observations: "Americans tend to write (e-mail) exactly as they speak." "Why don't you just call me instead of writing five e-mails back and forth?" "Europeans are less interested in checking e-mail". "In general, Americans are much more responsive to e-mail--they respond faster and provide more information." So which is better, Euromail or Amerimail? I realized it's not popular these days to suggest we have anything to learn from Europeans, but I'm fed up with an inbox filled with casual, barely meaningful e-mails from friends and colleagues. If the alternative is a few earnestly written, carefully... Question: We can conclude from the passage that _ . Options: A: the different e-mail styles do much harm to the relationship between the two sides on Atlantic B: the writer doesn't like either e-mail style as both have their own shortcomings C: Euromail always impresses the writer as something more pleasant to read D: Amerimail is more appreciated by the writer for being informative and casually written
A: B

Q: I'm taking a test and have to guess the right answer to the question after the article. Article: 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. Question: The author thinks that customer complaints _ . Options: A: are easy to deal with B: are really quite annoying C: can actually be avoided D: are sometimes beneficial
A: D

Q: I'm taking a test and have to guess the right answer to the question after the article. Article: Students who date in middle school have significantly worse study skills. They are four times more likely to drop out of school and report twice as much alcohol and tobacco use as their single classmates, according to new research from the University of Georgia. "Romantic relationships are a trademark of adolescence, but very few studies have examined how adolescents differ in the development of these relationships," said Pamela Orpinas, study author and professor in the College of Public Health and head of the Department of Health Promotion and Behavior.[: _ Z _ X _ X _ K] Orpinas followed a group of 624 students over a seven-year period from 6th to 12th grade. Each year, the group of students completed a survey indicating whether they had dated and reported the frequency of different behaviors, including the use of drugs and alcohol. Their teachers completed questionnaires about the students' academic efforts. He found some students never or hardly ever reported dating from middle to high school, and these students had consistently the best study skills according to their teachers. Other students dated infrequently in middle school but increased the frequency of dating in high school. "At all points in time, teachers rated the students who reported the lowest frequency of dating as having the best study skills and the students with the highest dating as having the worst study skills," according to the journal article. Study skills refer to behaviors that lead to academic success such as doing work for extra credit being well organized, finishing homework, working hard and reading assigned chapters. "Dating a classmate may have the same emotional complications of dating a co-worker," Orpinas said, "When the couple break up, they have to continue to see each other in class and perhaps witness the ex-partner dating someone else. It is reasonable to think this could be linked to depression and divert attention from studying." "Dating should not be considered a ceremony of growth in middle school," Orpinas concluded. Question: When doing his study, Orpinas _ . Options: A: followed a group of students of 6th and 12th grade B: completed a survey and a report each year C: completed questionnaires about the students' academic efforts D: found that the students' study skills have connection with their frequency of dating
A: D