Read the article and select the best answer. Article: "Hey, do you know what? Today is May Day!" my sister announced. "Do you remember the May Day baskets we used to make with colored paper and paste?" I recalled that my sisters and I would run around our neighborhood delivering the baskets brimming with spring flowers. We would place them on a doorstep, knock on the door, then run away. It was delightful to look around a bush and watch our friends open their doors and pick up the colorful gift,wondering who had left it out for them. I clearly remember the May Day of the year that I was in fifth grade. That year I was faced with a challenge involving one of my dearest friends. She lived right across the road from our family, and we had walked together to school nearly every day since first grade. Her interests were starting to change from the interests that we had shared together. A new family had recently moved into our small town,and Pam was spending more and more time at their house. When my mother asked me if I was going to take a May Day basket to Pam's house, I responded angrily, "Absolutely not!" My mom told me that I would have many other friends throughout my lifetime. "But Pam was my very best friend ever," I cried. Mom wiped away my tears and told me that circumstances change and people change. She explained that one of the greatest things friends can do is to give each other a chance to grow, to change and to develop into what we want to be. And sometimes that would mean that friends would choose to spend time with other people. I could express my forgiveness by giving her a May Day basket. It was a hard decision, but I made an extra special basket of flowers with lots of yellow because that was Pam's favorite color. I asked my two sisters to help me deliver my basket of forgiveness. As we watched from our hiding place, Pam picked up the flowers, and said loudly enough for us to hear, "Thank you, Susie, I hoped you wouldn't forget me!". Question: What lesson can we learn from the story? Options: A: Friends won't forget each other in life. B: We can grow up even without friends. C: There is no forgiveness in true friendship. D: We can't expect too much from our friends.
D

Read the article and select the best answer. 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: What does the writer recommend to create customer delight? Options: A: Calling customers regularly. B: Giving a "thank you" note. C: Delivering a quicker service. D: Promising more gifts.
C

Read the article and select the best answer. Article: If you know exactly what you want, the best way to get a job is to get specialized training. A recent survey shows that companies like graduates in such fields as business and health care who can go to work immediately with very little on-the-job training. That's especially true of booming fields that are challenging for workers. At Cornell's School of Hotel Administration, for example, bachelor's degree graduates get an average of four or five job offers with salaries ranging from the high teens to the low 20s and plenty of chances for rapid advancement. Large companies, especially, like a background of formal education coupled with work experience. But in the long run, too much specialization doesn't pay off. Business, which has been flooded with MBAs, no longer considers the degree an automatic stamp of approval. The MBA may open doors and command a higher salary initially, but . As further evidence of companies gradually losing faith in specialized degrees, Michigan State's Scheetz mentions a pattern in hiring practices. Although companies tend to take on specialists as new hires, they often seek out generalists for middle and upper-level management. "They want someone who isn't constrained by details to look at the big picture," says Scheetz. This sounds like a formal statement that you approve of the liberal-arts graduates. Time and again labor-market analysts mention a need for talents that liberal-arts majors are assumed to have: writing and communication skills, organizational skills, open-mindedness and adaptability, and the ability to analyze and solve problems. David Birch, manager of the Boston Red Sox, claims he does not hire anybody with an MBA or an engineering degree, "I hire only liberal-arts people because they have a less-than-canned way of doing things," says Birch. For a liberal-arts degree, students focus on some basic courses that include literature, history, mathematics, economics, science, human behavior--plus a computer course or two. With these useful and important courses, you... Question: According to Scheetz's statement ( Para. 3), companies prefer people who _ . Options: A: have a strategic mind B: are talented in fine arts C: are ambitious and aggressive D: have received training in mechanics
A