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PART ONE·Look at the statements below and the article divided into five extracts about setting customer expectations on the opposite page.·Which extract (A, B, C , D or E ) docs each statement 1-8 refer to·For each statement 1-8, mark one letter (A, B, C , D or E ) on your Answer Sheet.·You will need to use some of these letters more than once.A Extract 1You are not providing product or service to yourself, so even if you are convinced that you have your finger on the pulse of the buying public, you must remain objective in your view of how others see you. How do you do this Simply ask your customers and prospects! Most of them will be happy to tell you how they feel about dealing with your business. However, if you can’t find the time or wherewithal to ask customers directly, then enlist the assistance of a third patty to collect this information for you. But once you have this information, turn it into knowledge by using it to improve your customer interactions!B Extract 2If there are any difficult but necessary policies or procedures that your customers must navigate through in order to do business with you, don’t sugarcoat it by pretending that it’s simple or nonexistent. Instead, take some time to come up with a well thought-out explanation of the issue, and provide clear, detailed, and easy to find directions for addressing the issue. Usability testing for any automated system is a must!C Extract 3Not to be condescending, but many times we axe so familiar with our product or service that we unconsciously feel that everyone has the same understanding we do. Assume that explanations and definitions are necessary, and then provide customers the option of passing them by when they are not needed. Web sites am great for this, as terms and phrases can be presented in hypertext, where a user can click on the text and a definition or example can pop up in a new window. Don’t make your customers have to seek out understanding of your product or service. Many of them will not pother with the effort, and simply move on to a competitor who provides a clearer presentation of what they do, and the benefits therein.D Extract 4You and your competition are going after the same market. Obviously, some of that market is choosing a competitor instead of you. Why is that What is it that the competitor is doing to present itself, its business, and its benefits, which appeals to certain segments of the market Identify, understand, and utilize these things to your advantage. If there are aspects of your competitors’ business that can improve your offerings, then borrow them and make them your own. If you can do them better, by all means, do them and let customers and prospects know. You are never the only game in town; your market knows that, and you need to know it, too.E Extract 5Be specific when you promise something, and by all means, deliver on that promise. If something prohibits you from delivering on that promise, you need to notify the customer as soon as possible, be upfront about why you cannot deliver, and inquire as to what you can do to make amends. Your business’s credibility is at stake, so do not take this lightly. Otherwise, the expectations that you’ve set for your customers will be one of disappointments, which is a surefire way to kill your business. Use simple language to describe your products.
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Some domestic manufacturers are busy increasing production, losing the chance to develop more(advance)（）technology.
Obesity is defined as body weight of 15 percent or more above the ideal for one’s height and age. 62 this criterion, about one third of the adult population of the United States is obese. The 63 of obesity vary in different races, cultures, sub-cultures, and social classes. In industrialized countries, fatness tends to be 64 correlated with socioeconomic status: people in lower social classes tend to be more obese. In economically backward nations, the direction of the correlation is reversed; the richer, the fatter. The situation in the underdeveloped world probably approximates the 65 of affairs through most of human evolution. Particularly for women, 66 pregnancies could 67 into times of scarcity, larger internal food 68 were adapted in the face of variable external reserves. Although obesity may sound like a (n) 69 phenomenon, it is to some degree 70 relative. A study of black and white undergraduates yielded 71 results. Even though blacks, and especially black females, were heavier than whites, they were more satisfied with their weight and less likely to find weight in other people 72 Men were more concerned 73 the weight of their dates than women were, but black men were 74 likely to refuse to date a woman because of her weight. Contemporary North American culture is 75 with thinness, particularly for women. Compared to the Rubenesque view of beauty of just a few centuries ago, the prototypes of feminine beauty 76 in the mass media today look emaciated, that is, extremely thin. The standards have even changed 77 since the 1950s, when the prototype was replete with large breasts and slightly protruding abdomen. A study of Playboy centerfolds found a ten percent decrease in the ratio of weight to height from the late 1950s to the late 1970s, 78 by a dramatic increase in the number of articles on dieting in popular women’s magazines. In 79 to contemporary Western societies, some other cultures 80 beauty with bulk. This most often occurs in societies in which food is scarce, 81 women who are healthy and have more resources tend to be heavier and hence are seen as more attractive.
M: I can’t find my ping-pong bats in the drawer and my friends are waiting for me downstairs.W: Look in the closet. This morning I cleaned up the drawer and I put everything down there. Where will the man find his pingpong bats（）
Very old people do raise moral problems for almost everyone who comes into contact with them. Their values—this can’t be repeated too often—are not necessarily our values. Physical comfort, cleanness and order are not necessarily the most important things for the very old people. The social services from time to time find themselves faced with a flat with decaying food covered by small worms, and an old person lying alone on bed, taking no notice of the worms. Is it interfering with personal freedom to insist that they go to live with .some of their relatives so that they might be taken better care of Some social workers, the ones who clear up the worms, think we are in danger of carrying this concept of personal freedom to the point where serious risks are being taken with the health and safety of the old.Indeed, the old can be easily hurt or harmed. The body is like a car: it needs more mechanical maintenance as it gets older. You can carry this comparison right through to the provision of spare parts. Never forget that such operations are painful experience, however good the results. At what point should you cease to treat the old body Is it morally right to try to push off death by pursuing the development of drugs to excite the forgetful old mind and to activate (使......活动) the old body, knowing that it is designed to die You cannot ask doctors or scientists to decide, because so long as they can see the technical opportunities, they will feel bound to give them a try on the principle that while there’s life, there’s hope.When you talk to old people, however, you are forced to the conclusion that whether age is happy or unpleasant depends less on money or on health than it does on your ability to have fun. It is implied in Para. I that（）
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