1 Customers are not revolutionaries. They are attr...

&8226;Read the text below about customer loyalty.

&8226;In most of the lines 34-45, there is one extra word. It is either grammatically incorrect or does not fit in with the sense of the text. Some lines, however, are correct.

&8226;If a line is correct, write CORRECT on your Answer Sheet.

&8226;If there is an extra word in the line, write the extra word in CAPITAL LETTERS on your Answer Sheet.

Increasing Customer Loyalty

Customers are not revolutionaries. They are attracted to the certainty of knowing that

what they buy it will be good value for money or will perform. a particular task effectively.

34. They are cautious but their loyalty, without once achieved, is the key to business success.

35. Brands can help to create customer loyalty by providing us a signpost to certainty and

36. safety. Ideally, when a customer sees a product, it leads to a range of positive thoughts

37. so that the product is bought. Unfortunately, only a small number of products have

38. reached to this level. While everyone in business is aware of the need to attract and

39. retain customers, that they often overlook the second, more important, half of the

40. equation. In the excitement of beating against the competition and securing orders,

41. managers often fail to ensure that the customer remains a customer. It has been

42. estimated that since the average company loses between 10 and 30% of its customers

43. every year and this only recently have organisations started to wake up to these lost

44. opportunities and to calculate the financial implications. Established customers often buy

45. lot more and, and in addition, they may also provide free word-of-mouth advertising.

(34)

Chinese people tend to say things like “No, not really” when they are asked “Are you hungry?” in the host family.()

根据下面内容，回答题：

American Blacks experienced a revolution after 1945， a revolution in expectations.Following World War Ⅱ， the steady movement toward first-class citizenship for Black people quickened， with significant actions taking place in courts of law， in voting booths， in restaurants and in the streets of the nation.

A decade of intense civil rights activity was launched in 1954 when the United States Supreme Court declared segregated schools to be unconstitutional.In 1955， Dr.Martin Luther King， Jr.，effectively organized the Blacks of Atlanta， Georgia， in a bus boycott. The boycott lasted two years，and when it was over， Blacks no longer were degraded by being forced to sit or stand in the rear of buses.

In 1960， a group of Black college students decided that they， as well as white persons， had the right to eat at a lunch counter in Greensboro， North Carolina.This sit-in sparked an aggressive national movement and， in the next few years， thousands of young men and women——Black and White，North and South——overturned local laws and customs that had maintained segregation. Sit-ins， pray-ins， freedom rides， freedom marches and demonstrations to open all schools to Black children took place across the nation.

Several important actions took place to change the status of black people__________. 查看材料

A.after World War II

B.in 1954

C.before 1945

D.in 1960

A、Our customers are ripping on our Paris Hilton ads, even though we know these ads rock.

B、Our customers are badmouthing this awesome new marketing campaign; they are obviously just out of it.

C、At the meeting you will receive reports on recent customer criticism of the new Paris Hilton ads.

D、It has come to my attention that our customers have denigrated our strategic implementation of Paris Hilton's notoriety in our novel ad campaign.

We are willing to offer you the latest toys that are attractive, durable and reasonably priced.They are of various patterns and for children of different ages. We are sure that the toys will be popular among children and good for their intelligence.(英译中)

根据下面内容，回答题：

0 Customers occasionally want something they are not entitled to or what you

00 can’t grant．They may misundemtand their warranties or make unreasonable

34 demands．Because these customers are often unhappy with a product or

35 service，they are emotionally involved in．Lettere that say no to emotionally

36 involved receivers will probably be your much most difficult communication

37 task．As if publisher Malcolm Forbes has pointed out，“To be agreeable while

38 be disagreeing——that’S an art．”Fortunately．the reasons-before‘refusal plan

39 enables you to be empathic and artful in handling with bad news．Obviously，in

40 denial letters you will need to adopt the proper tone．Don’t blame on customers

41 0r suggest that the customer does not read or understand what the contract or

42 relative policies。even if they are at fault．Avoid use“you’’statements that

43 sound preachy．Instead，the safest path is to use neutral and objective

44 language to explain that why the claim must be refused．Sometimes you may

45 hope consider offering resale information to rebuild the customer’S confidence in your products or organization．

34.___________

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