题目内容：

    Everyone in business has been told that success is all about attracting and retaining (留住) customers. It sounds _______and achievable. But, _______, words of wisdom are soon forgotten. Once companies have attracted customers they often _______ the second half of the story. In the excitement of beating off the competition, negotiating prices, securing orders, and delivering the product, managers tend to become _______. They forget what they regard as the boring side of business—_______ that the customer remains a customer.

_______ to concentrate on retaining as well as attracting customers costs business huge amounts of money annually. It has been estimated that the average company loses between 10 and 30 percent of its customers every year. In constantly changing _______, this is not surprising. What is surprising is the fact that few companies have any _______ how many customers they have lost.

Only now are organizations beginning to wake up to those lost opportunities and calculate the _______implications. Cutting down the number of customers a company loses can make a big ________ in its performance. Research in the US found that a five percent decrease in the number of defecting (流失的) customers led to ________ increases of between 25 and 85 percent.

In the US, Domino’s Pizza estimates that a ________customer is worth more than $5,000 over ten years. A customer who receives a poor quality product or service on their first visit and ________ never returns, is losing the company thousands of dollars in ________ profits (more if you consider how many people they are likely to tell about their bad experience).

The logic behind cultivating customer ________ is impossible to deny. “In practice most companies’ marketing effort is focused on getting customers, with little attention paid to ________ them”, says Adrian Payne of Cornfield University’ School of Management. “Research suggests that there is a ________ relationship between retaining customers and making profits. ________ customers tend to buy more, are predictable and usually cost less to service than new customers. Furthermore, they tend to be less price ________, and may provide free word-of-mouth advertising. Retaining customers also makes it ________ for competitors to enter a market or increase their share of a market.

1.A.simple B.difficult C.tough D.complicated

2.A.in particular B.in reality C.at least D.first of all

3.A.emphasize B.doubt C.overlook D.believe

4.A.carried away B.carried back C.carried on D.carried through

5.A.denying B.ensuring C.arguing D.proving

6.A.Moving B.Hoping C.Starting D.Failing

7.A.markets B.tastes C.prices D.expenses

8.A.thought B.idea C.opinion D.view

9.A.culture B.social C.financial D.economical

10.A.promise B.plan C.mistake D.difference

11.A.cost B.opportunity C.profit D.budget

12.A.usual B.ordinary C.common D.regular

13.A.as a result B.on the whole C.in conclusion D.on the contrary

14.A.huge B.potential C.extra D.reasonable

15.A.beliefs B.loyalty C.habits D.interest

16.A.altering B.understanding C.keeping D.attracting

17.A.close B.distant C.deep D.shallow

18.A.Assumed B.Respected C.Established D.Unexpected

19.A.agreeable B.flexible C.friendly D.sensitive

20.A.unfair B.difficult C.essential D.convenient