The most important feature of good arguments in a debate should be_______.

A、T

B、F

A.T

B.F

C.NG

A、T

B、F

The most important sociological use of language is

A．informative function.

B．interpersonal function.

C．per formative function.

D．emotive function.

The most important number to include on a business card is your

A．home telephone.

B．direct fax.

C．email.

What are the most important events in the Olympic Games？（）

A．The track and field events

B．The horse-riding events

C．The swimming events

D．The boat-racing events

27 Each day we get a lot of messages from __

28 Television, radio and books are all important media of __

29 For most people television is the most important __

30 The mass media are important to us because they shape __

A our decisions and opinions

B mass communication

C our messages

D source of information

E the mass media

F sports news

James Q. Wilson supports Mary Eberstadt's new book because

A．he thinks the most important factor in shaping the character of our children is parental care.

B．he agrees that it is our culture that weakens families.

C．the way America treats its kids is somewhat similar to the way one treats his dog.

D．he is the author of The Marriage Problem: How our culture has weakened Families.

tion on the right key areas, measured by the right Key Performance Indicator (KPI). One of the most important aspects of a customer service KPI is what is often referred to as the Feel Good Factor. Basically the goal is not only to help the customer have a good experience, but to offer an experience that exceeds expectations. Several key points are listed as follows:

Know what products/service you are offering from back to front. In other words, be an information expert. It is okay to say I don’t know, but it should always be followed up by but let me find out or possibly but this person will be able to assist you. Whatever the situation may be, make sure that you don’t leave your customer with an unanswered question.

Most of the communication that you relay to others is done through body language. If you have negative body language when you communicate with others, it shows that you don't care. Two of the most important aspects of positive body language are smiling and eye contact. Make sure to look your customers in the eye. It shows that we are listening to them and hearing what they are saying. And of course smiling is more inviting than a blank look or frown.

Nothing surprises your customers more than an employee going the extra mile to help them. Always look for ways to go above and beyond the expectations of your customers. In doing so, it helps them to know that you care and it will leave them with the Feel Good Factor that you are searching for.

1. The goal of customer service is to give customers an experience that meets their expectations.{T; F}

2. Leave your customer with an unanswered question is unacceptable.{T; F}

3. Both positive body language and negative body language are necessary in customer service.{T; F}

4. Eye contact is one of the most important aspects of positive body language.{T; F}

5. The underlined going the extra mile to help them in the last paragraph means going a long way to help them.{T; F}

听力原文：F: What kind of person do you think you are？

M: I am very outgoing, easy to make friends with.

F: How do you get along with others？

M: I like people who are honest, hardworking. I feel energetic while working with them.

F: What is the most important thing in your whole life？

M: I take work and family equally important. Besides, friendship is irreplaceable.

F: Can you name one person you respect very much or who influences you most？

M: My mother. She is very hardworking at work and a qualified housewife at home as well. Anytime I am in trouble, she would give me advice and get me through.

What kind of person does the man said of himself？

A．Outgoing.

B．Helpful.

C．Trustworthy.