This is a test of commonsense with single/multi-choices. Complete the next sentence:

How to handle an irate customer on the phone
Do not react.
Keeping calm is key; reactions such as anxiousness or anger--while natural--will make things worse. If the customer views you as calm and professional, the customer will tend to " mirror " your reaction.

Available choices:
[i] From there, the customer will decide if she's interested and will get the message. View your body language as calmly as possible.;
[ii] Try focusing on your breathing, by taking deep, calm breaths. Do not be obvious about breathing heavily, however--it may come across as creepy or sighing.;
[iii] If you draw on your brief reactions, you will likely make the customer calmer : It's never hard to calm down an angry customer on the phone. Dealing with a customer on the phone can be a stressful experience.;
[iv] You may even snap at the customer for a minute before responding. If this happens, simply do not react; remain calm and collected when you respond.;
The answer is:
[ii]