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     Have you ever walked into a candy store with a young child and watched with delight as the store manager

gave the child a small treat? Or have you ever received a telephone call from a shopkeeper asking you whether

an item you bought a month before was meeting your needs? No doubt you noticed these gracious acts.

     Business firms nowadays are quick to have programs designed to ensure product and service quality. But 

     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 acts you can perform for your customers. It might include handing out key chains

or other small gifts to customers, or extending delivery service to elderly customers. Just be sure every item is

economical and easy to carry out.

     Training in the"little things" helps your people lean skills and attitudes. If you're your people to hand out

small gifts of your business, be sure they're goods available in your store. If you want your people to take extra

time with customers, be sure you schedule enough staff during rush business hours. If you want your people

to follow up with customers on the telephone at the end of each month, be sale 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. Show the importance of the "little things" by word and deed. Be sure everyone 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" most probably means"____ ".

A. strange

B. clear

C. easy

D. kind

2. If you want your people to accompany customers much longer, be sure _____.

A. enough assistants are available during rush business hours

B. you praise employees who show courtesy to customers

C. little things are given to customers all the time

D. you drop the sales load a bit at that time

3. The purpose of giving away little things to customers is to _____.

A. please the children of the customers

B. clear off goods kept long in the stole

C. build a relationship between seller and buyer

D. help the employees learn attitudes and skills

4. The main idea of this passage is _____.

A. the necessity of giving away little things

B. the importance of "little things" in business

C. how to train the employees in the business firm

D. praising employees who show courtesy to customers