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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. You are supposed to be considerate so as to let your customers have a choice.
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The New York Public Library is a (11)（）. Even though it is in (14)（）part of the city, it has grass and trees around, and benches for people to sit on. Even more unusual in crowded New York, its rooms are very large. The roof of the Main Reading Room is (12)（）. Here, a reader can sit and think and work in comfort. And what books there are to work with! The library has (13) （） thirty million books and paintings. It owns one of the first copies of a Shakespeare play, a Bible printed by Gutenberg in the 15th century, and a letter written by Columbus in which he told of finding (15) （）. What is the height of the roof of the Main Reading Room（）
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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. The word "it" (Line 2, Para. 3) refers to（）
·Read the article below about productivity growth of the new entrants in EU.·Choose the best word to fill each gap from A,B, C or D on the opposite page.·For each question 12-30, mark one letter (A,B, C or D ) on your Answer Sheet. The Newbies Will Set the paceEight Eastern European countries more Malta and Cyprus are posting better economic growth numbers than the euro zone. The trend is likely to persist and may push current members to make much-needed reforms.One reason the accession countries are expected to grow (21) faster than the euro zone this year is productivity growth. After (22) to wage differentials, workers in the accession countries are up to twice as productive as euro zone employees. The rapid productivity gains (23) for greater profits and real wage advancements, (24) ingredients to spurring demand.Euro zone workers are more (25) on an absolute basis. Industrial productivity growth for the thee largest entrants — Poland, Hungary, and the Czech Republic — will be 9.5% this year, vs.2.8% for the euro zone. A big reason for the gap is a strong inflow of foreign direct investment. Foreign companies that overhaul or build plants are (26) in better technology. (27) , the newest members have lower corporate tax rates than the euro zone. Their entry into the EU and their more attractive business environment should (28) in even greater levels of FDI to these countries. That should bring further gains in productivity. The virtuous cycle that the new entrants appear to be building will add pressure on established members to reform their labor markets, tax codes, and social benefits programs, such as pensions. The (29) euro zone is establishing a dynamic setting in which the accession countries have secured initial advantages. But the established members have a long way to go to (30) on productivity growth.
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