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, 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? Options: A: Face-to-face service creates comfortable feelings among customers. B: Companies that promise more will naturally attract more customers. C: A company should promise less but do more in a competitive market. D: Customer delight is more important for airlines than for banks.
Answer: C

Question: I'm taking a test and have to guess the right answer to the question after the article. Article: Though he wore his whiskers only four years, today we can hardly think of Abraham Lincoln without them. He often talked about the little girl in Westfield, New York, who suggested in a letter that he grow the famous whiskers. And he would add, "Sometimes a small thing can change our lives!" Grace Bedell sat in her room looking at a picture of Lincoln. Her little lamp threw shadows on the picture. A frame of small shadows lay around the thin face and covered the hollow cheeks . "Whiskers!" she thought. "How nice!" she said to herself. "There will be more people to elect him President if he lets his whiskers grow. Somebody ought to tell him." She reached for a pen and began to write the letter. On February 16 of the following year a special train carried the newly elected President Lincoln to the White House. The train stopped briefly at a station near Grace's town. At the station Lincoln was speaking to a large crowd, among whom were the Bedell family. Lincoln continued his speech, "I have a little friend in this place," he said. "That little lady told me how to improve my appearance, and I want to thank her. If she is present, I would like to speak to her. Her name is Grace Bedell." Grace's father led her forward to Lincoln. She looked and laughed happily, for up there on his face were the whiskers. If you visit Springfield, Illinois, today you will see the house in which Abraham Lincoln used to live. On the wall of a room hangs a piece of paper covered with a child's handwriting: "Dear sir..." Question: Which of the following is the best title for this passage? Options: A: Why Lincoln Grew Whiskers B: A Little Girl's Letter to Lincoln C: How Lincoln Becamse President of the U. S. D: Lincoln's Great Kindness to Children
Answer: A

Question: I'm taking a test and have to guess the right answer to the question after the article. Article: While I was in my 4th month of pregnancy with my second child, we were preparing for a trip to Louisiana, where Marshall's family live, to celebrate Jane's 2nd birthday. Two days before we were to leave, we got the shocking news that I was going to lose the baby. Not knowing when this would happen, we decided to continue with our trip. Since Marshall's family lives on a 600-acre cattle farm, you often find that you have a lot of time to yourself to think when you are there. That is precisely what I did not want to do at this time. I told Marshall that I needed to get a good book to get lost in while I was there. I told him I heard the Harry Potter books were good, so he went out and got the first one for me. During that trip, I totally got lost in the book, which was of great help during a time when I needed a distraction to forget about the sadness. In the book, I noticed the name "Seamus". I vaguely remembered it was pronounced "Shamus" and I liked the sound of that. I mentioned it to Marshall and he liked it too. Toward the end of the trip, I had just 5 chapters left and I knew I was about to finish the first book, which I was pretty excited about. Soon after we put Jane down to bed, I had started labor , so I was unable to read. The labor lasted 5 and 1/2 hours, but Marshall stayed there with me, sitting beside me and reading aloud the last 5 chapters of Harry Potter. I can never fully explain how much that helped me through the experience. And ever since then, Marshall and I both have been fans of the Harry Potter books. We remember how they helped us get through that time of our lives. We were sad to have lost the baby, but the name Seamus started our journey toward adoption. And we gave this name to our adopted son. Though our Seamus doesn't have a drop of Irish blood in him, the name fits him perfectly. Question: Which is the best title for the passage? Options: A: Funny Stories Of My Family B: Seamus And Harry Potter C: How We Got To Louisiana D: How My Son Got His Name
Answer:
D