[单项选择]There was a heated discussion about customer service at the meeting until the manager came up with a great idea．
A. 经理提出的关于客户服务的好主意，在会议上引起了大家的热烈讨论。
B. 经理到会之前，会议还在对那个客户提出的合理建议进行热烈的争论。
C. 会议就客服问题进行了热烈讨论，直到经理提出一个绝妙主意才停止。
D. 会议一直在热烈讨论客服问题，直到结束时经理才想出了一个好主意。

[单项选择]Customer concerns about technology maturity, cost effectiveness, quality of work life, and increased productivity and accuracy drive product demand in which SMB technology sector?（）
A. security
B. wireless
C. network storage
D. e-commerce
E. switching and routing

[单项选择]They had a heated discussion on the topic but came to no _____.
A. end
B. idea
C. result
D. conclusion

[单项选择]After a three-hour heated discussion, all the members in the jury reached the conclusions that the man was ______of murder.
A. criminal
B. charged
C. guilty
D. faulty

[单项选择]A frustrated customer has called about their computer that is not functioning correctly. Which of the following is the BEST question to ask the user?（）
A. “Can you avoid using the PC that crashed?”
B. “What was the last thing that occurred before the PC had problems?”
C. “What were you doing before the PC went down?”
D. “What was the last thing you did before the PC crashed?”

[单项选择](After) a (three-hour) heated discussion, all the members in the jury (reached to) the conclusion that the man (was guilty of) murder.
A. After
B. three-hour
C. reached to
D. was guilty of

[单项选择]There is much discussion about whether present economic growth is desirable．
A. 有很多关于现在经济增长的讨论。
B. 关于现在经济是否增长，有很多讨论。
C. 有很多关于目前经济增长是否理想的讨论。
D. 有很多讨论认为目前的经济增长很理想。

[单项选择]A customer has a question about the repairs needed for their desktop computer. While asking their question to a technician, the technician receives a personal phone call on their cell phone. Which of the following should the technician do NEXT?（）
A. Ask the customer to wait and answer the phone call.
B. Talk on the phone while listening to the customer.
C. Hand the phone to a coworker to answer the call.
D. Silence the phone and then listen to the customer.

[单项选择]Let's have a ______ discussion about this topic.
A. farther
B. further
C. father
D. far

[单项选择]The customer is still ______ about the functions of the vacuum cleaner in spite of the salesman's repetitive assurance.
A. vicious
B. cynical
C. drastic
D. skeptical

[单项选择] A customer is concerned about the high energy cost associated with their data center. Specifically， their concern focuses on the cooling cost of many hundreds of servers. You have a meeting with the CIO and CFO to propose a solution.  How would you prepare yourself for the meeting？ （）
A. Since their capacities and usage models vary， ask the customer to turn off some of the servers during off-peak and low demand time.
B. Investigate their expansion plans and suggest to the customer the removal of some of their servers to another location and retirement of the older servers.
C. Contact the CFO to find out the targeted energy savings of the company and propose to the customer the purchase of a more efficient cooling system.
D. Contact the CIO for a list of servers and type/model numbers. Complete a proposal outlining the savings on energy cost by deploying an IBM BladeCenter solution and total cost of ownership and return on investment.

[单项选择]The doctor in Singapore performed a valuable service by ______.
A. finding the subgroup of the virus
B. developing a cure
C. keeping his patients apart from others
D. reporting the outbreak to W. H. O.

[单项选择]Why is the Dorchester Hotel offering special services to women

[单项选择]What is a primary partner benefit of selling services?（）
A. easier customer sales cycle
B. increased margins
C. fewer customer call backs
D. available financing options

[单项选择]It can be inferred from the text that public service ______.
A. have benefited many people
B. are the focus of public attention
C. are an inappropriate subject for humor
D. have often been the laughing stock