B. the author’s mother knows how to get rid of the wildlife in her yard   

　　C. the author believes that only by learning to slow down can we enjoy life

　　D. the author’s mother used to lecture her to protect the environment.

　　4. What can be learned from the last paragraph?

　　A. Tomatoes make the author think of her mother.

　　B. The author likes eating tomatoes planted by herself.

　　C. Planting tomatoes is a way of protecting environment.

　　D. The author really appreciates her mother’s teaching.

　　B

　　High-quality customer service is preached（宣扬）by many, but actually keeping customers happy is easier said than done.

　　Shoppers seldom complain to the manager or owner of a retail store(零售店, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”

　　The most common complaints include filled parking lots, cluttered（塞满了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.

　　During peak shopping hours, some retailers solved the parking problems by getting part-time local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.

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