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| 1 | 3 | 3 | 4 | Mrs. Jones said, "Listen to that squeaking noise. I think my car needs new,brake pads." Jason knows that the squeak is caused by a loose fan belt. To,satisfy this customer's needs, Jason should, | stop the squeaking noise and check the brake pads. | just tighten or replace the fan belt. | install a new set of brake pads. | repair everything that is wrong with the car. | | |
| 2 | 8 | 8 | 4 | Allen usually charges customers $100 for replacing a wheel.,Allen paid $75 for the wheel. It only takes a few minutes to replace the wheel.,Who should pay for the new wheel? How much?, | Allen should replace the wheel at no additional cost. | The insurance company should pay Allen an additional $100. | Mr. Beale should pay Allen and additional $75. | Mr. Beale and his insurance company should each pay Allen $50. | | |
| 3 | 15 | 15 | 4 | Universal Package Delivery does not guarantee delivery before,2:00 PM. Wendy's employer does not require her to deliver Steven's package,before 2:00 PM. Wendy should, | call Steven to arrange for him to get his package when he needs it. | follow her regular route to finish her deliveries by 4:30 PM. | tell Steven she is sorry when she delivers his package late. | keep her promise by delivering Steven's package before 2:00 PM. | | |
| 4 | 19 | 19 | 4 | The right thing for Nedra to do in this situation is to, | return $38 change and let the customer decide how much to tip. | give back the $20 bill and keep an $18 tip. | say, "Thank you" and keep the entire $38 tip. | say, "I never got such a big tip. Did you mean to give me $38?" | | |
| 5 | 23 | 23 | 4 | If you were a manager on Justice Security Service, which of these,options would you choose for getting your uniforms cleaned?, | Use both services as they suit Justice Security's needs. | Use Wayfair for the lowest cost cleaning service. | Pay AAA's higher costs to get services when they are needed. | Find a clearners that has AAA's schedule and Wayfair's cost. | | |
| 6 | 26 | 26 | 4 | The waiter will not allow Annie to order a meal that is not listed,on the menu. Annie is most likely to react to this situation by, | going to a restaurant where she can buy what she wants to eat. | ordering a meal from the chef's menu. | asking the waiter to serve the gravy in a separate dish. | putting gravy on her baked potato. | | |
| 7 | 31 | 31 | 4 | If Lisa knows the hairstyle in the picture is not suitable for Rosa,,Lisa should, | suggest another hairstyle that is more suitable for Rosa. | cut Rosa's hair to match the style in the picture. | tell Rosa that she is too short and fat for that hairstyle. | cut Rosa's hair in a style that is more suitable for her. | | |
| 8 | 101 | 1 | 4 | Businesses exist to, | meet the needs of customers. | earn profits for business owners. | provide jobs for workers. | produce products and provide services. | | |
| 9 | 102 | 17 | 4 | | deliver Mrs. Johnson's refrigerator today. | make all of the scheduled deliveries you can by quitting time. | deliver Mrs. Johnson's refrigerator when you have time. | ask your supervisor what to do in this situation. | | |
| 10 | 103 | 36 | 4 | | Acme Appliance Store | Discount Dan's Appliance Store | the store that sells the best brand of appliances. | the store that sells appliances at the lowest prices. | | |
| 11 | 104 | 33 | 4 | You are a sales clerk in a department store. What should you do if a customer,says "I am planning to lose some weight" as she tries to buy a suit that is,far too small for her?, | tell her the suit is too small, but let her buy it if she insists. | refuse to sell the suit to her. | substitute a larger size when she is not looking. | sell her what she wants; the customer is always right. | |
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