One key factor that has won Apple customer loyalty is its iOS operating ecosystem.（)

The Framingham Heart Study starting from 1948 ______.

A．expanded its research topics

B．involved 5,000 patients of depression

C．identified loneliness as one key factor for heart disease

D．examined the relationship between loneliness and depression

A.GSK-3β

B.Fz7

C.Wnt-11

D.β-catenin

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}

A．of B．over C．at D．in

A．eliminating foreign trade

B．well-functioning financial markets．

C．high interest rates．

D．stock market volatility．

Ericsson and his colleagues believe that

[A] talent is a dominating factor for professional success.

[B] biographical data provide the key to excellent performance.

[C] the role of talent tends to be overlooked.

[D] high achievers owe their success mostly to nurture.

A．what to do to increase performance dramatically

B．how you have done in a perspective or critical success factor

C．what to do

D．what you have done

A.none of them

B.information sharing

C.information opening

D.information flowing

E.Information management