61．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

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

　　　 A．surprising 　　　　 　　　　　　　　　　　　　　　　 B．warmhearted

　　　 C．interesting 　　　 　　　　　　　　　　　　　　　　 D．kind

59．Which of the following is TRUE according to the text? ____．

　　　 A．Using cell phone while driving is easier to be controlled by law than other distractions

　　　 B．It is more important to make laws than educate drivers to be aware of driving safety

　　　 C．Driving while on the phone is firmly against only by some students from high school

　　　 D．It is extremely urgent for the cities with a large population to restrict using cell phones

B

　　　 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．

58．Patricia Blues' new goal of life is to persuade the government ____．

　　　 A．to prohibit the carrying of cell phones in cars

　　　 B．to educate drivers to avoid all distractions

　　　 C．to ban talking on the phone while driving 　

　　　 D．to study harmful results of using cell phones

57．The tragedy was caused by ____．

　　　 A．Blues' lack of driving experience

　　　 B．the motorist’s failure of seeing the stop sign

　　　 C．Blues' poor car conditions

　　　 D．the motorist's absence of mind while driving

56．What happened to Patricia Blues last November? ____．

　　　 A．She was seriously injured in a car crash　

　　　 B．She lost her daughter in a road accident

　　　 C．She broke the traffic rules at a bus stop　

　　　 D．Her vehicle was destroyed by a motorbike

54．A．putting 　　　　　 B．contributing　　 C．owing 　　　　　　 D．taking　　　　 　　

53．A．change　　　　　　 B．lower 　　　　　　　 C．reduce 　　　　　 D．improve

52．A．mixed 　　　　　　 B．cooked 　　　　　 C．done 　　　　　　　 D．joined