By “we were all beside ourselves writer means that they all ________.

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• 1Mrs. Patrick was laughing guiltily because she thought________.

  A.she was too old to fly kites

  B.her husband would make fun of her

  C.she should have been doing her how

  D.supposed to the don’t game

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• 2Which of the following is conveyed in this article、

  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 air lines then for banks.

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• 3Customer delight is important for airlines because ________.

  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

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• 4If a manager should show his empathy (Paragraph 6), what would be probably say、

  A.“I know how upset you must be.”

  B.“I appreciate your understanding.”

  C.“I’m sorry for the delay.”

  D.“I know it’s our fault.”

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• 5What does the writer recommend to create customer delight、

  A.Calling customers regular.

  B.Gibing a “thank you “note..

  C.Delivering a quicker service.

  D.Promising more gifts.

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• 6What did the think after the kite-flying、

  A.The boys must have had more fun than the girls.

  B.They should have finished their work before playing.

  C.Her parents should spend more time with them.

  D.All the others must have forgotten that day.

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• 7Why did the writer finally agree to take her little girl for an outing、

  A.She suddenly remembered her duty as a mother.

  B.She was reminded of the day they flew kites.

  C.She had finished her work in the kitchen.

  D.She thought it was a great day to play outsid

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• 8The youngest Patrick boy is mentioned to show that ______.

  A.the writer was not alone in treasuring her fond memories

  B.his experience in POW camp threw a shadow over his life

  C.childhood friendship means so much to the writer

  D.people like him really changed a lot after the war

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• 9_______There must be a clear reason for the team to exist. And all the members should realize the value and significance of what they are going to do. What they are hoping to achieve should be something achievable but at the same time tough and inspiring enough to attract the members and keep their motivation alive. What is more, they should also be well prepared for the possible difficulties they may come across in the process.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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• 10______Team members must be able to express their opinions freely without fear of being criticized, and they must have the feeling that their suggestions will be taken seriously. This is an important point because the team may need to resolve some complex or thorny issues. For example, it may discuss a sensitive topic. Should they keep their conclusion within the team or share it with other employees、 This is an issue in itself that all the members should agree on and frank discussion is required.

  A.Leadership

  B.Conflict Solving

  C.Open Communication

  D.Respect to All Team Members

  E.Measuring Progress against Goals

  F.Common Goals with Challenging Target

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