Question: I'm taking a test and have to guess the right answer to the question after the article. 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 . Options: A: their telephone style remains unchanged B: they are more likely to meet with complaints C: the services cost them a lot of money D: the policies can be applied to their staff
Answer: B

Question: I'm taking a test and have to guess the right answer to the question after the article. Article: Mark Rothko, one of the greatest painters of the twentieth century, was born in Daugavpils, Latvia in 1903. His family immigrated to the United States in 1913, after a 12-day voyage. Mark moved to New York in the autumn of 1923 and found employment in the garment trade and settled down on the Upper West Side. It was while he was visiting someone at the Art Students League that he saw students painting a model. According to him, this was the start of his life as an artist. He was twenty years old and had taken some art lessons at school, so his initial experience was far from an immediate calling. In 1936, Mark Rothko began writing a book, which he never completed, about the similarities in the children's art and the work of modern painters. The work of modernists, which was influenced by primitive art, could, according to him, be compared to that of children in that "Child art transforms itself into primitivism, which is only the child producing a copy of himself." In this same work, he said that "The fact that one usually begins with drawing is already academic. We start with colour." It was not long before his multiform developed into the style he is remembered for. In 1949 Rothko exhibited these new works at the Betty Parsons Gallery. For reviewer Harold Rosenberg, the paintings were unique and primitive. Rothko had, after painting his first multiform, separated himself from the world in East Hampton on Long Island, only inviting a very few people, including Rosenberg, to view the new paintings. The discovery of his works' specialty came at a period of great sorrow: his mother Kate died in October 1948. As part of this new uniformity of artistic vision, his paintings no longer had individual titles. From this point on they were simply untitled, numbered or dated. However, to assist in distinguishing one work from another, traders would sometimes add the primary colours to the name. Additionally, for the next few years, Rothko painted in oil only on large vertical tents. This was done to surround the... Question: What did Rothko think of modern art? Options: A: It could be produced by children. B: It could be compared to child work. C: It was a certain kind of primitive art. D: It was academic from the very beginning.
Answer: B

Question: I'm taking a test and have to guess the right answer to the question after the article. Article: On a cold January morning in a Washington, DC Metro Station, a man with a violin played six great pieces for about 45 minutes. During that time about two thousand people went through the station, most of them on their way to work. After three minutes a middle-aged man noticed there was a musician playing. He slowed his pace and stopped for a few seconds and then hurried to meet his schedule. Four minutes later, the violinist received his first dollar: a woman threw the money in the hat and, without stopping, continued to walk. After 6 minutes, a young man leaned against the wall to listen to him, then looked at his watch and started to walk again. After ten minutes, a 3-year-old boy stopped but his mother dragged him along hurriedly. This action was repeated by several other children. Every parent, without exception, forced their children to move on quickly. In the end, only 6 people stopped and listened for a short while. About 20 gave money, but continued to walk at their normal pace. The man collected a total of $32. When he finished playing, no one applauded, nor was there any recognition. The violinist was Joshua Bell, one of the greatest musicians in the world. He played one of the most elegant pieces ever written, with a violin worth $3.5 million dollars, two days before Joshua Bell had sold out a theater in Boston where the seats averaged $100. The performance was organized as part of a social experiment about perception, taste, and people's priorities. In a usual environment, at an inappropriate hour, do you perceive beauty? Do you stop to appreciate it? Do you recognize talent in an unexpected context? If you do not have a moment to stop and listen to one of the best musicians in the world playing some of the finest music ever written, how many other things might you be missing? Question: What can be inferred from the passage? Options: A: In a way, the violinist was mistaken as a beggar. B: None of the passers-by were fond of music. C: Joshua Bell first played the violin in the station. D: Beauty can only be enjoyed in particular places.
Answer:
A