As a businesswoman，I care deeply about my customers．But like anyone for whom you feel affection，（1） 　 　can also drive you mad．They'll come rushing in，（2） 　　their handbag's been stolen．They'll（3） 　　that they left it in the changing room，create havoc（混乱）and then（4） 　　it had been in their car all the time．They'll have tried out half the（5） 　　in the shop，and want the only style you don't have left in a（6） 　　colour． I do know how upset the shop staff can get，but I try to persuade them to keep（7） 　 　．

I remember the first really（8） 　　customer we had at Covent Garden．She was（9） 　 　absolutely everything， nothing was right and I was rather （10） 　　that she became a "regular"．After a while，she（11） 　　for the way she behaved at the beginning．She had split up with her husband the week before，was living in a flat（12） 　 　，and since she'd found it too much to cope with （应对）， she'd taken it out on（13） 　　people．

That taught me a valuable（14） 　　and I pass it on to the people who（15） 　　in the market．Don't take it （16） 　　．If a customer is rude or difficult，just think "Maybe she's had a row with her husband．Maybe her child's not （17） 　　．" Always water it down and don't let your ego（自我）get（18） 　 　．If you do，you won't be able to（19） 　　it and the whole thing develops into an unpleasant scene and that（20） 　　everyone's day．

（1）A． shopkeepers	B． customers	C． salespersons	D．receptionists
（2）A． saying	B． pretending	C． guessing	D． replying
（3）A． agree	B． promise	C． imagine	D． swear
（4）A． forget	B． decide	C． discover	D． assume
（5）A． foods	B． catalogues	C． belongings	D． goods
（6）A． particular	B． different	C． matching	D． natural
（7）A． fighting	B． smiling	C． waiting	D． changing
（8）A． generous	B． polite	C． careless	D． difficult
（9）A． curious about	B． displeased with	C． patient with	D． uncertain about
（10）A． relaxed	B． delighted	C． surprised	D． embarrassed
（11）A． searched	B． argued	C． prayed	D． apologized
（12）A． by chance	B． by herself	C． on purpose	D． on duty
（13）A． rude	B． such	C． other	D． lonely
（14）A． lesson	B． trick	C． skill	D． trade
（15）A． work	B． shop	C． meet	D． quarrel
（16）A． kindly	B． secretly	C． personally	D． casually
（17）A． ready	B． away	C． up	D． well
（18）A． out of sight	B． in the way	C． behind the scene	D． above the law
（19）A． stress	B． expect	C． handle	D． blame
（20）A． ruins	B． makes	C． starts	D． saves