Have you ever walked into a candy store with a young child and watched with delight as the store manager gave the youngster a small treat？ Or have you ever received a telephone call from a retailer asking you whether an item you purchased a month before was meeting your needs？ No doubt you noticed these gracious acts．

       Business firms in this highly competitive decade are quick to institute programs designed to ensure product and service quality．But it's often the ''little things'' that help build a permanent tie between seller and buyer．

       If you want to make those ''little things'' a high customer service priority（优先权），here are a few tips for you to follow．

       Make a list of the simple, but gracious acts you can perform for your customers．It might include handing out key chains or other small gifts to customers after a purchase， or extending delivery service to elderly customers．Just be sure every item is realistic， economical and easy to carry out．

       Training in the ''little things'' helps your people learn skills and attitudes．If you want your people to hand out small gifts of your business， be sure they're kept in stock．If you want your people to take extra time with customers， be sure you schedule enough staffing during peak business hours．If you want your people to follow up with customers on the telephone at the end of each month， be sure you drop the sales load a bit at that time．

       Training in the ''little things'' doesn't end with a single activity．It must become part of everyday life in your business．Emphasize the importance of the ''little things'' by word and deed．Be sure everyone visibly practices the art of customer courtesy（礼貌）each day．Announce the power of the ''little things'' through every possible means．The more cheer leading you do about this topic， the more it will become deeply fixed in the workplace．

1.The underlined word ''gracious'' can most likely be replaced by _______．

       A．surprising                                           B．warmhearted      

       C．interesting                                           D．kind

2.If you want your people to accompany customers much longer,_______．

       A．be sure little things are kept in stock

       B．be sure enough assistants are available during rush business hours

       C．be sure you drop the sales load a bit at that time

       D．be sure to let them follow up with you

3.The main idea of this passage is ________

       A．how to train the employees in the business firm

       B．the importance of ''little things'' in today's business

       C．the necessity of giving away little things

       D．praising employees who show courtesy to customers