A. to be based on inactive life style B. to be due to anxiety

C. to result from environmental influences D. to be caused by heavy smoking

6. It can be inferred from the passage that the writer's opinion about the relationship between cancer and environment is _____.

A. positive　　 B. negative　　 C. neutral 　　 D. approving

7. According to the passage, the writer seems to feel that _____.

A. the risk of catching cancer is on the rise

B. the whole earth is coming to seem like a huge carcinogen

C. the risk of catching cancer isn't so great as people think

D. cancer can be cured if the environment is cleaned up

8. Which of the following would be the best title for the passage?

　 A. Cancer and Environment　　 B. The Fear Caused by Cancers

C. Data on Cancer Incidence　　 D. Cancer and its Investigation

　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, 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 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 moonlighting 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.

　"Retailers who're enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly." said Professor Stephen Hoch. "Maybe something as a greeter at the store entrance would help."

　Customers can also improve future shopping experiences by filing complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

9. Why are store managers often the last to hear complaints?

A. Most shoppers won't complain even if they have had unhappy experiences.

B. Shoppers would rather tell their unhappy experiences to people around them.

C. Few customers believe the service will be improved after their complaints.

D. It is difficult for customers to have easy access to store managers.

10. What does Paula Courtney imply by saying the underlined sentence in paragraph 2?

A. New customers are sure to replace old ones.

B. It is not likely the shopper can find the same products in other stores.