第二篇是关于那个guarantee service的，这个回忆已有很多，我记得还有一道题是把那个skilled activities 高亮，这两个词就出现在电工那一块，然后问这个指代的意思的，我当时在AB两项徘徊，B是说 有时顾客对这个服务到底是好是坏不容易有清楚的概念 A是说 guarantee service is needed in some specialized area..... 最后我选的很可能错了，就不误导大家了
关于机经我补充下：问的一个是关于electric work哪个是对的。这个eclectic work的词，前面是在讲说差的restaurant有guarantee会有坏处……然后，customers知道你个质量如何，知道该期待啥，所以empower them to question the qualify. 然后作者提到了electric work。然后我杯具的忘了我选了啥了。。。
Seeking a competitive advantage, some professional service firms (for example, firms providing advertising, accounting, or health care services) have considered offering unconditional guarantees of satisfaction. Such guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first-time clients, an unconditional guarantee can be an effective marketing tool if the client is very cautious, the firm’s fees are high, the negative consequences of bad service are grave, or business is difficult to obtain through referrals and word-of-mouth. However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that failure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm’s ability to deliver the promised level of service. It may conflict with a firm’s desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care services, it may mislead clients by suggesting that lawsuits or medical procedures will have guaranteed outcomes. Indeed, professional service firms with outstanding reputations and performance to match have little to gain from offering unconditional guarantees. And any firm that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick.