(Question)
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, 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 " _ "--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-- 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 _ (for example, "I know how you must feel") , and... Question: Which of the following is conveyed in this article? Yes or no, is the answer "A company should promise less but do more in a competitive market."?
(Answer)
No

(Question)
Article: There is nothing in the US quite like Black Friday. Before midnight on Thursday, in malls across the US, people start queuing up outside the locked entrances of stores, making longer and longer lines, holding coupons , sipping coffee and hot chocolate, rubbing their hands and stamping their feet for warmth, excitedly chatting, and waiting for the clerks to open the door when the time arrives. Black Friday, the day after Thanksgiving, which fell on Nov 28,2014, "has become in recent decades a special American holiday", said the International Business Times. Indeed, up to 147 million Black Friday shoppers were expected to put up with the dark of night and the elbows of other shoppers so that they could bring home some bargains, according to the US National Retail Federation. But why does the shopping festival have such a name? The name was first used in Philadelphia in the 1970s. The streets and sidewalks of the city became so packed with traffic and crowds on the day after Thanksgiving Day that the local police did not look forward to it. Because of this, they called the day "Black Friday", said The Huffington Post. However, others believe that Black Friday takes its name from the fact that because of the increase in sales on the day, shops are able for the first time in the year to move out of the "red" - that is, debt - and into the "black", or profit. Businesses, of course, try to take advantage of this day. A decade ago, retailers opened at 5 or 6 am. Now, many of the big stores open at midnight. People really seem to like the whole experience of queuing up before midnight, "for it isn't just about the bargains", noted CNN. "For many shoppers, it's just fun to be part of a large crowd. Those who go to the malls at midnight are driven by the same thing that makes a million people get together in Times Square each New Year's Eve." Question: Which of the following statements about Black Friday is TRUE? Yes or no, is the answer "It is an opportunity for Americans to get things they want at a much lower price."?
(Answer)
No

(Question)
Article: Researchers are placing robotic dogs in the homes of lonely old people to determine whether they can improve the quality of life for humans. Alan Beck, an expert in human-animal relationship, and Nancy Edwards, a professor of nursing, are leading the animal-assisted study concerning the influence of robotic dogs on old people's depression, physical activity, and life satisfaction. "No one will argue that an older person is better off being more active, challenged, or stimulated ," Edwards points out. "The problem is how we promote (......) that, especially for those without friends or help. A robotic dog could be a solution." In the study, the robot, called AIBO, is placed for six weeks in the houses of some old people who live alone. Before placing AIBO in the home, researchers will collect baseline data for six weeks. These old people will keep a diary to note their feelings and activity before and after AIBO. Then, the researchers will review the data to determine if it has inspired any changes in the life of its owner. "I talk to him all the time, and he responds to my voice," says a seventy-year-old lady. "When I'm watching TV, he'll stay in my arms until he wants down. He has a mind of his own." The AIBOs respond to certain orders. The researchers say they have some advantages over live dogs, especially for old people. Often the elderly are disabled and cannot care for an animal by walking it or playing with it. A robotic dog removes exercise and feeding concerns. "At the beginning, it was believed that no one would relate to the robotic dog, because it was metal and not furry, " Beck says. "But it's amazing how quickly we have given up that belief." "Hopefully, down the road, these robotic pets could become a more-valuable health helper. They will record their masters' blood pressure, oxygen levels, or heart rhythms. AIBOs may even one day have games that can help stimulate older people's minds. " Question: In the research, the old people are asked to _ . Yes or no, is the answer "record their feelings and activity."?
(Answer)
No