Task 4 Choose the best answers to complete the following passage. Who said that “The customer is always right”？ Maybe the customer isn't always right, but you want to keep them, make sure they like you. Rum your eyes down the following list and see how many you can tick off:
* We always have a (1)smile for every customer .
* We are warm and (2) to all customers.
*We listen carefully and make it obvious that we re listening .
* We give the impression that we care and are (3)in the customers .
* We understand problems and complaints and (4)quickly .
* We occasionally do something to pleasantly (5) the customers .
* We always keep our (6) .
* We give the impression that we're fun to (7) .
*We treat the customers the way they want (8),not the way we want them to be treated .
How well did you do? If you ve got a lot of ticks, then you probably have lots of customers up like you . Run your eyes down that list again and (9) the word "customers" with the word "employees" or "staff colleagues" . How many ticks did you get this time? Lots of ticks mean your staff like you and it probably follows that your customers do (10) .
1.A.same B.different C.real D.false
2.A.excited B.friendly C.eager D.nervous
3.A.engaged B.involved C.busy D.interested
4.A.forget B.reply C.change D.leave
5.A.surprise B.frighten C.cheat D.educate
6.A.notes B.promises C.goods D.money
7.A.fight back epare with C.quarrel with D.deal with
8.A.to treat B.treated C.to be treated D.being treating
9.A.replace B.change C.take D.use
10.A.neither B.as well as C.either D.as well