1 . A few years ago, I was conducting a series of customer service conferences in New England. And once again, my client had ___________ a motel (汽车旅馆) for me to stay at in Glen Innes. Everything about the service I received at this motel was beyond what I could ever have ___________. I was ___________ on arrival, welcomed with a handshake and a friendly smile, and ___________ to my room. At 6 am the next morning, I ___________ a country-style breakfast. As I ___________, the owner of the motel thanked me for staying with him and gave me a fresh red apple to eat as I drove on my way.

The Central Motel in Glen Innes is owned and ___________ by David and Rosemarie Bryant and is one of the ten motels in the township. Since that first visit, I have stayed at the Central Motel on several other ___________. However, the most significant fact is that in the course of that time I have ___________ over 1,000 conferences for over 70,000 people. At nearly all of these conferences, I have told my story about how the great service at the Central Motel and the little extra touch of the fresh red apple on my departure ____________ me to stay again.

I have no special rights in the Central Motel, other than being a ____________ customer who likes to tell the story of how well I have been ____________. My story also supports the idea that word of mouth endorsement (认可) and unsolicited publicity (主动宣传) will follow in abundance if you just treat your customers with sincerity and ____________.

If one thing can be learnt from my experience, it is that attention to ____________ really matters when it is coupled with genuine and sincere customer service. It also shows that most often it is the little things that ____________ in business if you want to create and build long-term loyalty.

4 . Located in Ontario, Canada, the Niagara Falls is the seventh wonder of the world and the fastest flowing waterfall in the world. When I went to tour it, I found there were some truly amazing ways to _______ the waterfall.

One way was to take a _______ to the center of the Niagara Falls. Everyone on board was given a raincoat that looked more like a garbage bag. We would need it later on when we got close to the waterfall. There were huge waves and thick mist (迷雾), although we were still far away from Niagara Falls. Inside the mist, another boat approached us. As that boat _______, we waved hello to the blue-coated _______. After a while, we were as _______ as possible to the waterfall, which was like a wall in front of the boat. The _______ here was white with huge waves that threatened (有……危险) to _______ over the boat. A few minutes was enough to make this a very exciting trip.

Another _______ was to go behind the waterfall. This adventure started with everybody walking into a wet and _______ tunnel (隧道) one by one. It was ________ by several lanterns, making us see the tunnel clearly. As the tunnel came to an end, I could see that we had ________ onto a platform at the foot of the waterfall. Here, I had a good ________ of how thick the waterfall was. It was at least one meter ________.

________ I experienced Niagara Falls, I was shocked by how ________ it was. And I look forward to taking the zip line (滑索) next time to view Niagara Falls from the sky. It will definitely be a wonderful time, too.

5 . “I can’t decide!” Carter told his mom. He had a big ________ to make, and he was ________.

“You have to.” Mom took a sip of her coffee. “It’s not ________ for both boys to think you are coming to their parties. I think you should go to Tyler’s party. He invited you ________ and you told him that you were going. ________, it will be at the lake! You love to ________.”

“I know. But, Josh is having a go-kart (赛车) party! That would be ________!”

Four days later, Carter was riding a bike for Josh’s party. He ________ told Josh or Tyler that he would not be ________ their party. They were both ________ him to attend. He ________ to tell Tyler that he wasn’t coming, but he felt so ________ about it. Tyler was his best friend. But go-karts! How could he possibly ________ this golden chance? As he arrived, Josh’s sister, Kayla told him they had already left for the party.

Carter stood at the door, stunned. He ________ the party! It started one hour earlier than he thought. No go-karts! How could he have made that kind of ________? Maybe he could still ________ it to Tyler’s party. Sweat trickled down his sides as he pedaled home. His T-shirt clung to his back. He would have to ________ clothes before he left for Tyler’s house. When he pedaled home, the door was locked. “Mom!” he yelled outside. No ________.

Weary, he dragged his feet over to the porch (门廊) and plopped down. Right now, his friends were ________ racing around a go-kart track or swimming at the lake. He had to wait for his family to ________ home.

6 . I stopped at a local store the other day after a fitness class to buy some food. After I got the food, I got in ______ behind a lady who looked about twenty years old. She had quite a lot of things in her shopping basket. She ______ her credit card to the shop assistant but the shop assistant told her it had been refused. The young lady ______ she had paid it off the day before. The shop assistant replied, “Maybe it hasn’t got through the system yet. Do you want to call someone?” The young lady ______ her cellphone and was looking through it. ______, they opened another counter (柜台) to let me ______ out.

I was walking out to my ______ when I thought, “Okay! You’re always wishing you could help someone. Now it is time for you to do it!” Immediately, I made a ______ to help her. I got out of my car and ______ with my bankcard in my hand. The young lady was still looking through her phone. She looked a little worried. I returned to the counter, handed my ______ to the shop assistant and said, “I will pay her bill.” She ______ her head and took the card.

As the shop assistant_________the card to me, the lady was still looking at her phone. And I didn’t think she had even ______ what had happened! I told her that I had paid her bill and then I left before she expressed her ______ to me.

The bill was about $52. However, the feeling inside me was ______! I realized that helping others did make me happy.

7 . The sun was shining brightly over our heads and sweat (汗水) was pouring off our backs and faces. We stood still without ______ any noise, all hot and tired. But everyone kept standing as straight as trees.

It was ______ most high schools give to new Senior One students-military training. We ______ four days in a closed environment. Although we couldn’t go home at night and the training was ______ and difficult, our humorous young drill sergeant (教官) with a funny accent was a real ______ of our days. We laughed at his jokes, sat in rows singing different songs and ______ him telling true stories about his life. He gave us the feeling that ______ and sweat were not the only things that military training ______ .

After this journey, we were more ______ than we had imagined and we were much braver than we had ______ . Girls who looked pale rested for a little while, then right away came back to the team. Boys who were being punished ______ to the playground at once and began to run. Sweat flowed down our faces when we thought about how to shout ______ than other classes.

Military training taught us perseverance (不懈) and determination. On the last day of our training, the confidence could be ______ on our faces. We shouted so loud that our ______ could be heard across the heavens. With eyes like burning torches (火炬) , we walked into the future. Now the sun is ______ at all of us.

10 . A comfort zone, particularly for students in high school, serves as a non­risk, no­failure and non­rejection zone. It reflects that most teenagers are not willing to extend themselves or take risks in their life and they even want to escape from their parents.

My first experience of being thrown out of my comfort zone was in my high school. Many of my friends in the first year had started to experiment， regardless of the results, with alcohol, drugs or other _______things. For them, it was_______to care more about alcohol, parties or girlfriends/boyfriends rather than their _______, study or other friends. That was not the case with me. None of my friends had the determination to_______their risky behavior, including pressure in the new group and the new comfort zone of going along with new friends. _______, they simply replaced one comfort zone with another riskier one with potentially severe results. Those had little_______ for me.

I considered myself to be smarter than my old friends and was trying to develop _______ and diverse interests. I threw myself into my _______ and spent a long time in the library. I took an active part in community service. I gained confidence and the rewards of my study _______ my old friends wandered in school, with little thought or concern for their________. Could they support themselves in the future? Because of our ________ opinion, interests and values, the only________of our friendship, we chose to end it. I couldn’t ________their group just to be accepted.

________I went through a high school student’s worst experience—having no peer (同龄人) group.

A quote from the television series Boy Meets World________my personal experience with peer groups: “Lose one friend, lose all friends, but don’t lose yourself.”