What are customers allowed to do at the event？A．Speak personally with the authorB．Purchase

What are customers allowed to do at the event？

A．Speak personally with the author

B．Purchase copies at a discount

C．Get a limited edition of the book

D．Take photos of the famous writer

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What is NOT Jack Welch's suggestion for leaders?（）

Looking your customers in the eye shows that we are listening to them and hearing _________.

To conduct secondary research , you might().

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。Feedback from your custo
阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。
Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.
1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.
2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.
3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.
4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.
5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.
You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.
1. Hotel customers and hotel staff think the same about breakfast.{T、F}
2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T、F}
3. It’s not necessary to know about the customers’ needs and preferences. {T、F}
4. Questionnaires are useful in getting feedback from customers.{T、F}
5. Front-line staff have nothing to do with improving customer service.{T、F}

A relationship with your customer is like any relationship: It【C1】______time to earn their trust and moments to【C2】______it. Customers want the truth, because without it they cannot make【C3】______decisions. For example, suppose you go out to dinner and the restaurant you choose has people waiting. When you put your name in, the host will tell you how long it is. If the host is doing his job, you will actually wait less than【C4】______you were told. If you are told the wait is 15 minutes and you are still waiting at the 30-minute mark, are you a happy customer？ At one level, it is just【C5】______. In some cases, it could【C6】______other plans: If you miss your movie because you were not【C7】______for dinner, you really are not a happy customer.
Unfortunately, many salespeople are【C8】______to tell the truth. They【C9】______some in formation, or share partial truths, or just plain lie. They do it in the【C10】______that customers will buy when they hear【C11】______they want to hear. It is true that customers want to hear certain things but【C12】______they are true. Let's go back to the restaurant.【C13】______the wait is not 15minutes-it is 90 minutes. It is not what we want to hear. Still, we can decide to stay or not to stay. If we do not stay, we will be hack. But if we【C14】______told 30 minutes and it became 90, that【C15】______the last time we ate there. Sooner or later, customers al ways find out the truth. If the truth is different than what they have been told, you have lost their trust.
Truth is【C16】______accuracy. It includes a willingness to stand behind what you say. In other words, are you willing to put your money【C17】______your mouth is？ If you are working with others, part of their【C18】______is that when something goes wrong you will stand with them. If an order is delayed, for example, how will you help them【C19】______their business commitments？ Part of earning their trust is having a backup plan in place should your【C20】______systems fail.
【C1】
A．takes
B．spends
C．lasts
D．relies

阅读理解：阅读下面的短文，根据文章内容从A.B.C三个选项中选出一个最佳选项。
An annual report provides __1__ information about an organization.People read annual reports in different ways. Some even __2__ to start at the back and work their way to the beginning. It makes __3__ difference how you read them as long as you get the essential points of the business and its financial condition.However, there is a good way to solve these reports that is __4__ most efficient and most effective. You can’ t possibly go any further in your research __5__ knowing what the company does! How can you insure that you have understood the report? Just ask yourself if you understand what the company does and who its customers are.
（1）__1__

Customer service is the service or care that a consumer receives before,during and ater a purchase. It's one of the factorsthat come in to play when a consumer is delermining buying value,the other is the qualtly of the product or service thatisbeingConsumers oten must encounter an experience to not only be a satistled cutomer,but a loyal customer. Customer serviceis a part of that experience.Top notch service will createand a rturning customer,which is what we all must strive forExcellent customer service isto businesses today It's a component that is oten missing,unfortunatly Howdo you provide great customer service? Always make your customeraGreet them in a friendly manner,whetherthat be via telephone. email or in person.Let them know you are there 10 help and that you wl ake care of them not only belore the sal but ater as wel ATer lnathriving business customers are notit's a requirement for businesses to survive.

听力原文：In the field of marketing, consumer goods are classed according to the way in whi
听力原文： In the field of marketing, consumer goods are classed according to the way in which they are purchased. The two main categories are convenience goods and shopping goods. Two lesser types are specialty goods and unsought goods.
People do not spend much time shopping for convenience items such as groceries, newspapers, toothpaste, razor blades, aspirin, and candy. The buying of convenience goods may be done routinely, as some families buy groceries once a week. Such regularly purchased items are called staples. Sometimes convenience products are bought on impulse, for example, someone has a sudden desire for an ice cream sundae on a hot day. Or they may be purchased as emergency items.
Shopping goods are items for which customers search. They compare prices, quality, and styles, and may visit a number of stores before making decisions. Buying an automobile is often done this way.
Shopping goods fall into two classes: those that are perceived as basically the same and those that are regarded as different. Items that are looked upon as basically the same include such things as home appliances, television sets, and automobiles. Having decided on the model desired, the customer is primarily interested in getting the item at the most favorable price. Items regarded as inherently different include clothing, furniture, and dishes. Quality, style. and fashion will either take precedence over price, or they will not matter at all.
Specialty goods have characteristics that impel customers to make special efforts to find them. Price may be no consideration at all. Specialty goods can include almost any kind of product. Normally, specialty goods have a brand name or other distinguishing characteristics.
Unsought goods are items a consumer does not necessarily want or need or may not even know about. Promotion or advertising brings such goods to the consumer's attention. The product could be something new on the market or it may be a fairly standard service, such as life insurance, for which most people will usually not bother shopping.
According to the speaker, what are convenience goods？
A．Commodities that people are in constant need of.
B．Goods that are convenient to use or purchase.
C．Items that people tend to buy under impulse.
D．Items that have to be bought once a week.

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1 Every year thousands of people are arrested and taken to court for shop-lifting.In Britain alone, about HK ＄ 3,000,000's worth of goods are stolen from shops every week. This amounts to something like HK ＄150 million a year, and represents about 4 per cent of the shops' total stock. As a result of this "shrinkage" as the shops call it, the honest public has to pay higher prices.
2 Shop-lifters can be divided into three main categories: the professionals, the deliberate amateurs, and the people who just can't help themselves. The professionals do not pose much of a problem for the store detectives, who, assisted by closed circuit television, two way mirrors and various other technological devices, can usually cope with them. The professionals tend to go for high value goods in parts of the shops where security measures are tightest. And, in any case, they account for only a small percentage of the total losses due to shop-lifting.
3 The same applies to the deliberate amateur who is, so to speak, a professional in training. Most of them get caught sooner or later, and they are dealt with severely by the courts.
4 The real problem is the person who gives way to a sudden temptation and is in all other respects an honest and law-abiding citizen. Contrary to what one would expect, this kind of
shop-lifter is rarely poor. He does not steal because he needs the goods and cannot afford to pay for them. He steals because he simply cannot stop himself. And there are countless others who, because of age, sickness or plain absent-mindedness, simply forget to pay for what they take from the shops. When caught, all are liable to prosecution, and the decision whether to send for the police or not is in the hands of the store manager.
5 In order to prevent the quite incredible growth in shop-lifting offences, some stores, in fact, are doing their best to separate the thieves from the confused by prohibiting customers from taking bags into the store. However, what is most worrying about the whole problem is, perhaps, that it is yet another instance of the innocent majority being penalized and inconvenienced because of the actions of a small minority. It is the aircraft hijack situation in another form. Because of the possibility of one passenger in a million boarding an aircraft with a weapon, the other 999,999 passengers must subject themselves to searches and delays. Unless the situation in the shops improves, in ten years' time we may all have to subject ourselves to a body-search every time we go into a store to buy a tin of beans!
Why does the honest public have to pay higher prices when they go to the shops？
A．There is a "shrinkage" in market values.
B．Many goods are not available.
C．Goods in many shops lack variety.
D．There are many cases of shop-lifting.

Advertisement can be thought of "as the means of making known in order to buy or sell goods or services". Advertisement aims to increase people's awareness and arouse interest. It tries to inform. and to persuade. The media are all used to spread the message. The press offers a fairly cheap method, and magazines are used to reach special sections of the market. The cinema and commercial radio are useful for local market. Television, although more expensive, can be very effective. Public notices are fairly cheap and more permanent in their power of attraction. (78) Other ways of in creasing consumer interest are through exhibitions and trade fairs as well as direct mail advertisement.
(79) There can be no doubt that the growth in advertisement is one of the most striking features of the western world in this century. Many businesses such as those handling frozen foods, liquor, tobacco and medicines have been built up largely by advertisement. We might ask whether the cost of advertisement is paid for by the producer or by the customer. Since advertisement forms part of the cost of production, which has to be covered by the selling price, it is clear that it is the customer who pays for the advertisement. How ever, if large—scale advertisement leads to increased demand, production costs are reduced, and the customer pays less.
It is difficult to measure exactly the influence of advertisement on sales. When the market is growing, advertisement helps to in crease demand. When the market is shrinking, advertisement may prevent a bigger fall in sales than would occur without its support. (80) What is clear is that businesses would not pay large sums for advertisement if they were not convinced of its value to them.
Advertisement is often used to ______.
A．deceive customers
B．increase production
C．arouse suspicion
D．push the sale

请帮忙给出正确答案和分析，谢谢！

They give customers a feeling of (unhealthy)（）living.