Read the following passage and mark the letter A, B, C, or D to indicate the correct word or phrase that best fits each the numbered blanks. 
At present, single-parent families ought to be of great focus, be recognized and supported as they are a growing family form and should not be an afterthought in family, economic and labor market policies. Single parent families should be (25) _______ considered and addressed in all family policy discussions and decisions. (26)________, home-care cash allowances, which are paid to a parent who abstains from employment to take care for her child at home, can have significant consequences encouraging lower levels of female employment among single-parent families, (27)________ in turn results in higher childhood poverty. In this regard, work-life balance policies and workplace practices also need to (28)________ a single-parent perspective, for example, the impact of non-standard work hours when childcare is not available.
The provision of educational and skill-building opportunities and affordable quality day care become even more urgent in families with single parents. Such families should have a higher priority and subsidized access to childcare facilities. Governmental agencies should be established (29)________ child support payment from non-resident parents in case of conflicts, disagreements or delayed payments, e.g., after a divorce or separation.

(27)________ in turn results in higher childhood poverty

Read the following passage and mark A, B, C, or D to indicate the correct answer to each of the blanks from 46 to 50.
University researchers have taken samples from a preserved dodo specimen in an (46)         to uncover the extinct bird‟s family tree. They worked with the British Natural History Museum to collect and study genetic material from large number of specimens: a preserved dodo, the extinct solitaire bird, and 35 kind of living pigeons and doves. Their analysis (47)           the doo and the solitaire to be close relatives with the Nicobar pigeon, their nearest living relative. The dodo lived on Mauritius in the Indian Ocean. It was a flightless bird, bigger than a turkey. By 1681, all dodos had been (48)      by hungry sailors. The    solitaire, which looked a bit like a dodo, had gone the same way by 1800. By extracting short pieces of the dodo‟s DNA and (49)        these with the DNA of living birds, the scientists were able to deduce when the dodo evolved away from its relatives into a separate entity. The scientists can now (50)       assume that the dodo developed its distinctive appearance and features as a result of its geographical isolation. They are now convinced that it separated from the solitaire about 25 million years ago, long before Mauritius became an island.
(49).................

Read the text below and decide which answer (A,B,C, or D) best fits each space.
MY FIRST JOB

When I was 19, I (58) …….. out of my university course and ended up getting a job in a local travel agent’s. I’d seen the (59) …….. for the job in local paper. It said they wanted someone with a nice (60) …….. and a friendly (61) …….. .I thought the job might be an (62) …….. to send people to interesting places and to see some of the world myself. (63) …….. , it turned out to be a bit of a joke. I arrived at work on the first day with a positive (64) …….., ready to work and learn about new places. I spent that morning and every morning for the first three months filling (65)…….. forms and making coffee for the rest of the staff. (66) …….. I was hoping to be dealing with travel-hungry people with a good idea of where they wanted to go, the (67) …….. customer took ages to make their mind (68) …….. . It was amazing the number  of  customers  who  would  spend  ages  finding  the  perfect  destination  only  to have a change (69) …….. heart at the last moment. If we did organize the trip of a lifetime for someone, we rarely got thanks (70) …….. all our efforts. I now work in publishing (71) …….. a living, so these days I’m a customer in travel agencies. One thing I always keep (72) …….. mind is the need to say thank you.

58......................

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrase that best fits each of the following questions.

Let children learn to judge their own work. A child learning to talk does not learn by being corrected all the time. If corrected too much, he will stop talking. He notices a thousand times a day the difference between the language he uses and the language those around him use. Bit by bit, he makes the necessary changes to make his language like other people's. In the same way, children learn all the other things they learn to do without being taught - to talk, run, climb, whistle, ride a bicycle - compare their own performances with those of more skilled people, and slowly make the needed changes. But in school we never give a child a chance to find out his mistakes for himself, let alone correct them. We do it all for him. We act as if we thought that he would never notice a mistake unless it was pointed out to him, or correct it unless he was made to. Soon he becomes dependent on the teacher. Let him do it himself. Let him work out, with the help of other children if he wants it, what this word says, what the answer is to that problem, whether this is a good way of saying or doing this or not.

If it is a matter of right answers, as it may be in mathematics or science, give him the answer book. Let him correct his own papers. Why should we teachers waste time on such routine work? Our job should be to help the child when he tells us that he can't find the way to get the right answer. Let's end all this nonsense of grades, exams, and marks. Let us throw them all out, and let the children learn what all educated persons must someday learn, how to measure their own understanding, how to know what they know or do not know.

Let them get on with this job in the way that seems most sensible to them, with our help as school teachers if they ask for it. The idea that there is a body of knowledge to be learnt at school and used for the rest of one's life is nonsense in a world as complicated and rapidly changing as ours. Anxious parents and teachers say, “But suppose they fail to learn something essential, something they will need to get on in the world?" Don't worry! If it is essential, they will go out into the world and learn it.

According to paragraph 1, what basic skills do children learn to do without being taught?

Choose the item among A, B, C or D that best answers the question about the passage:

"A good deal of fascinating research has been done about the reading patterns of young people, and it is surprising to discover at what an early age children start expressing preferences for particular kinds of books. A recent report which examined in detail the reading habits of primary-school children, showed that even seven-year-old boys and girls have clear views about what they want to read. Girls, in general, read more, and far more girls than boys preferred reading stories. Boys were showing a taste for the more instant appeal of picture stories, or else books about their hobbies.
 These tastes continue unchanged until girls are teenagers. Apparently girls read more in general, but more fiction in particular. You could say that there are more opportunities for girls to read fiction: magazines encourage the fiction habits in girls in their early teens, and by their late teens they have probably moved on to the adult women’s magazines. Teenage boys tend to buy magazines about their hobbies: motorcycles, heavy transport and so on.
 Adult reading tastes are also the subject of research. Again the number of women who read for pleasure is considerably higher than the number of men. Ít seems that the majority of women still want love stories. There has also been some analysis of what men actually read. Apparently only 38 percent of men read anything, but 50 percent of what they read is fiction in the form of action-packed stories of space or gunmen."

3. Research into adult reading habits has showed that…..

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct answer to each of the questions. 
     The generation gap that was so in evidence during the 60s has resurfaced, but it is not the disruptive force that it was during the Vietnam era, a 2009 study suggests. The Pew Research Center study found that 79% of Americans see major differences between younger and older adults in the way they look at the world. In 1969, a Gallup Poll found that a smaller percentage, 74%, perceived major differences.
     Today, however, although more Americans see generational differences, most do not see them as divisive. That is partly because of the areas of difference. The top areas of disagreement between young and old, according to the Pew Research Study, are the use of technology and taste in music. Grandparents are likely to have observed these differences in their grandchildren who are tweens, teens, and young adults.
     If large differences between the generations exist, why don't they spawn conflict? The answer is twofold.
     First, the two largest areas of difference—technology and music—are less emotionally charged than political issues. The older generation is likely to be proud of the younger generation's prowess in technology rather than to view it as a problem. As for the musical differences, each generation wants its own style of music, and the older generation generally can relate to that desire.
     Second, in the other areas of difference, the younger generation tends to regard the older generation as superior to their own generation—clearly a difference from the 1960s with its rallying cry of "Don't trust anyone over thirty." According to the Pew study, all generations regard older Americans as superior in moral values, work ethic and respect for others.

According to the passage, which is NOT true?

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrase that best fits each of the numbered blanks from 1 to 5.
BOOKS
Nearly all the discoveries that have been made through the ages can (1)________ in books. The invention of the book is one of humankind’s (2)________ achievements,  the importance of which can not be evaluated. Books are very useful, providing us with both entertainment and information. The production of books began in Ancient Egypt, though not in the form that is accessible to us today. The books read by Romans, (3)________ , have some similarities to the ones we read now. Until the middle of the 15th century, in Europe, all books were written by hand. They (4)________ often beautifully illustrated and always rare and expensive. With printing came the possibility of cheap, large publication and distribution of book making (5) ________ more widespread and reliable.
2()..........................

Read the text below and decide which answer (A,B,C, or D) best fits each space.
MY FIRST JOB

When I was 19, I (58) …….. out of my university course and ended up getting a job in a local travel agent’s. I’d seen the (59) …….. for the job in local paper. It said they wanted someone with a nice (60) …….. and a friendly (61) …….. .I thought the job might be an (62) …….. to send people to interesting places and to see some of the world myself. (63) …….. , it turned out to be a bit of a joke. I arrived at work on the first day with a positive (64) …….., ready to work and learn about new places. I spent that morning and every morning for the first three months filling (65)…….. forms and making coffee for the rest of the staff. (66) …….. I was hoping to be dealing with travel-hungry people with a good idea of where they wanted to go, the (67) …….. customer took ages to make their mind (68) …….. . It was amazing the number  of  customers  who  would  spend  ages  finding  the  perfect  destination  only  to have a change (69) …….. heart at the last moment. If we did organize the trip of a lifetime for someone, we rarely got thanks (70) …….. all our efforts. I now work in publishing (71) …….. a living, so these days I’m a customer in travel agencies. One thing I always keep (72) …….. mind is the need to say thank you.

65..................

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrase that best fits each of the numbered blanks
An important point to remember if you like spending time out in the open air is that the human head doesn't work very well outdoors if it becomes too hot, cold or wet. That‟s why a hat is a  good investment, whenever you are planning to go out and about. Surprisingly, a single waterproof hat with a brim will do the (16)       adequately in most conditions.
In cold climates, the problem is that the head is (17)           heat all the time. As much as fifty to sixty per cent of your body‟s heat is lost through the head and neck, (18)      on which scientist  you believe. Clearly this heat loss needs to be prevented, but it‟s important to remember that hats don‟t actually keep you warm, they simply stop heat escaping.
Just as important is the need to protect your neck from the effects of bright sunlight, and the brim of your hat will do this. If you prefer a baseball cap, (19)       buying one that has a drop down tail at the back to stop your neck getting sunburnt.
And in wet weather  (20)         ,  hats are often more practical than  pooling up the hood of your waterproof coat because when you turn your head, the hat goes with you, whereas the hood usually does not.
(19)..........................

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrase that best fits each of the following questions.

Let children learn to judge their own work. A child learning to talk does not learn by being corrected all the time. If corrected too much, he will stop talking. He notices a thousand times a day the difference between the language he uses and the language those around him use. Bit by bit, he makes the necessary changes to make his language like other people's. In the same way, children learn all the other things they learn to do without being taught - to talk, run, climb, whistle, ride a bicycle - compare their own performances with those of more skilled people, and slowly make the needed changes. But in school we never give a child a chance to find out his mistakes for himself, let alone correct them. We do it all for him. We act as if we thought that he would never notice a mistake unless it was pointed out to him, or correct it unless he was made to. Soon he becomes dependent on the teacher. Let him do it himself. Let him work out, with the help of other children if he wants it, what this word says, what the answer is to that problem, whether this is a good way of saying or doing this or not.

     If it is a matter of right answers, as it may be in mathematics or science, give him the answer book. Let him correct his own papers. Why should we teachers waste time on such routine work? Our job should be to help the child when he tells us that he can't find the way to get the right answer. Let's end all this nonsense of grades, exams, and marks. Let us throw them all out, and let the children learn what all educated persons must someday learn, how to measure their own understanding, how to know what they know or do not know.

     Let them get on with this job in the way that seems most sensible to them, with our help as school teachers if they ask for it. The idea that there is a body of knowledge to be learnt at school and used for the rest of one's life is nonsense in a world as complicated and rapidly changing as ours. Anxious parents and teachers say, “But suppose they fail to learn something essential, something they will need to get on in the world?" Don't worry! If it is essential, they will go out into the world and learn it.

What does the author think is the best way for children to learn things?

Read the following passage and choose the best answer for each blank.

AUDIOBOOKS - BOOKS ON CASSETTE

In the modern world, there is a wealth of leisure activities to choose from. Entertainment industries (26)________ for your leisure time. You can watch TV, listen to music, go to an art gallery or concert or, of course, read a book. Sometimes it seems that reading is (27)________because, even if you're a fast reader, it can take a (28)________amount of time to finish a novel, for example. But in the (29)________world, time is something that can be in short supply. Book publishers haven't been (30)________to realise this and are now selling a product which needn't (31)________as much of your time but still tells you an excellent story. The new product is the audiobook -cassette recordings of shortened novels, often read by well-known personalities or the authors themselves. Audiobooks are (32)________new but people are becoming more aware of them and sales are increasing all the time. One of the attractions of audiobooks is that they're (33)________listening to the radio. You can listen to what you want when you want, and you won't ever (34)________anything. Much of their appeal lies in their flexibility. They (35)________you to do other things while you're listening, such as driving or doing the housework. For some people, audiobooks can be a much more enjoyable way of gaining knowledge than reading.

(28)________

In “Cerealizing America”, Scott Bruce and Bill Crawford remark that the cereal  industry uses 816 million pounds of sugar per year. Americans buy 2.7 billion  packages of breakfast cereal each year. If (1) _______ end to end, the empty  cereal boxes from one year's consumption would (2) _______ to the moon and back. One point three (1.3) million advertisements for cereal are broadcast on  American television every year at a(n) (3) _______ of $762 million for airtime.  Only automobile manufacturers spend more money on television advertising  than the makers of breakfast cereal. (4) _______ of the boxed cereals found in  supermarkets contain large amounts of sugar and some contain more than 50%  sugar. Cereal manufacturers are very clever in their marketing, making many  cereals appear much healthier than they really are by “fortifying” them with vitamins and minerals. Oh, (5) ______ – you now have vitamin-fortified sugar! Before you eat any cereal, read the ingredient list and see how (6) _______  sugar appears on the ingredient list. Then check the “Nutrition facts” panel. 
There are actually only a small handful of national commercially-branded cereals  that are made (7) _______ whole grains and are sugar-free. If you shop at a health  food store instead of your local supermarket, you (8) _______ to find a healthy,  whole grain, sugar-free (or very low sugar) cereal. But (9) _______! Some of the  health food store boxed cereals are sweetened with fruit juice or fructose.  Although this may be an improvement (10) _______ refined white sugar, this can  really skyrocket the calories. 

10..................

Read the passage carefully, then choose the correct answer. 
A higher reading rate, with no loss of comprehension, will help you in other subjects as well as in English, and, the general principles apply to any language. Naturally, you will not read every book at the same speed. You would expect to read a newspaper, for example, much. more rapidly than physics or economics textbook — but you tan raise your average reading speed over the whole range of materials you wish to cover so that the percentage gained will be the same whatever kind of reading you are concerned with. 
The reading passages which follow are all of an average level of difficulty for your stage of instruction. They are all about five hundred words long. They are about topics of general interest which do not require a great deal of specialized knowledge. Thus they fall between the kind of reading you might find in your textbooks and the much less demanding kind you will find in a newspaper or light novel. If you read this kind of English, with understanding at four hundred words per minute, you might skim through a newspaper at perhaps 650 - 700 words per minute while with a difficult textbook you might drop to two hundred or two hundred and fifty. Perhaps you would like to know what reading speeds is common among native English-speaking university students and how those speeds can be improved. Tests in Minnesota, USA, for example, have shown that students without special training can read English of average difficulty, for example, Tolstoy's War and Peace in translation, at speed of between 240 and 250 words per minute with about seventy percent comprehension. Students in Minnesota claim that after twelve-half-hour lessons, once a week, the reading speed can be increased, with no loss of comprehension, to around five hundred words per minute.

Art critics do not all agree on what________ a painting great

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct answer to each of the questions.

   Telecommuting is a form of computer communication between employees’ homes and offices. For employees whose jobs involve sitting at a terminal or word processor entering data or typing reports, the location of the computer is of no consequence. If the machine can communicate over telephone lines, when the work is completed, employees can dial the office computer and transmit the material to their employers. A recent survey in USA Today estimates that there are approximately 8,7 million telecommuters. But although the numbers are rising annually, the trend does not appear to be as significant as predicted when Business Week published “The Portable

   Executive” as its cover story a few years ago. Why hasn’t telecommuting become more popular ?

   Clearly, change simply takes time. But in addition, there has been active resistance on the part of many managers. These executives claim that supervising the telecommuters in a large work force scattered across the country would be too difficult, or, at least, systems for managing them are not yet developed, thereby complicating the manager’s responsibilities.

   It is also true that employees who are given the option of telecommuting are reluctant to accept the opportunity. Most people feel that they need regular interaction with a group, and many are concerned that they will not have the same consideration for advancement if they are not more visible in the office setting. Some people feel that even when a space in their homes is set aside as a work area, they never really get away from the office.

When Business Week published “ The Portable Executive “, it implied that___________.

Read the text below and decide which answer (A,B,C, or D) best fits each space.
Postsecondary institutions and private schools are corporations under U.S. law.  They are approved to operate as non-profit, for-profit, or public corporations (1)  _______ education and training. Increasingly, state authorities are requiring  approved educational providers to apply (2) _______ and receive accreditation  as a condition of final and continued approval. 
As corporate entities, U.S. institutions are internally self-governing and are (3)  _______ to make property, facilities, equipment, and utilities transactions; make  their own personnel decisions; decide whom to admit to study and to graduate;  (4) _______ their own funds from outside sources; enter into contracts and  compete for grants; and do most of the other things that corporations do.  Institutions compete (5) _______ one another for students, research funding,  faculty, and other benefits. Public institutions may compete within the same  state or territory for budget appropriations. It is the corporate nature of  institutions and the competition within the system that (6) _______ Americans  to refer to the concept of the educational or academic marketplace - an important distinctive element of the way U.S. education is organized. 
Some institutions are governed (7) _______ under multi-campus arrangements.  These include most local public schools (governed by school districts) and many  state community college and university systems. Whether single- or multi campus, institutional corporations (8) _______ by boards of citizens, both  alumni and non- alumni, who are ultimately responsible for all operations. They  appoint senior (9) _______, such as principals, headmasters, presidents, and  deans; and approve the actions taken (10) ______ their name. 

6........................

SHOPPING MALLS
Victor Gruen, an American architect, revolutionized shopping in the 1950s by creating the type of shopping centre that we now call a shopping mall.
Gruen's (31) _______ was to provide a pleasant, quiet and spacious shopping environment with large car parks, which usually meant building in the suburbs. He also wanted people to be able to shop in all kinds of weather. He (32) _______ on using building designs that he knew people would feel comfortable with, but placed them in landscaped ‘streets’ that were entirely enclosed and often covered with a curved glass roof. This was done to (33) _______ some of the older shopping arcades of city centres, but while these housed only small speciality shops, Gruen's shopping malls were on a much grander scale.
Access to the whole shopping mall was gained by using the main doors, which (34) _______ the shopping ‘streets’ from the parking areas outside. As there was no need to keep out bad weather, shops no longer needed windows and doors, and people could wander (35) _______ from shop to shop. In many cities, shopping malls now contain much more than just shops; cinemas, restaurants and other forms of entertainment are also growing in popularity.
(32)..............................................................

Read the following the passage and mark the letter A, B, C or D on your answer sheet to indicate the correct word or phrasethat best fits each of the numbered blanks from 31 to 35.
From the next year, every student in their final rear at our school will study for a compulsory Diploma of Practical Achievement. This will be in addition to the normal examinations. Up to now, the course has been optional, but from now on every student must (31)        it.
The aim is to (32)   students with "life skills", which the Diploma divides into eight categories. These cover a range of things relevant to life beyond school, from sending an e-mail to giving presentation  to  an  audience.  Under  the  heading     "survival",  (33)      ,  students   can learn  car mainternance, first aid and cooking. We have discovered that many students cannot do simple things such as mend a puncture or boil an egg. At the other extreme, the Diploma includes such things as how to design a webpage and how to cope if someone has a heart attack. It has been called a " Diploma in Common Sense".
On the course, students will not be taught in the traditional (34)  
  , but rather will be guided and encouraged to do things for themselves. This is above all a practical "hand-on" course. To a greater or lesser extent, good schools have always tried to (35)        these skills. Unfortunately, students have not always shown much interest because such skills are not directly related to passing exams for higher education. We hope this will change now that we have a proper course that will lead to a recognised diploma.
(35)..................

Course numbers are an indication of which courses are to various categories of students at the University. Undergraduate courses with the numbers 100 or 200 are generally introductory courses appropriate for freshmen or sophomores, whereas courses with the numbers 300 or 400 often have prerequisites and are often to juniors and seniors only. Courses with the numbers 800 or above are open only to graduate students. Certain graduate courses, generally those devoted to introductory material, are numbered 400 for undergraduate students who qualify to take them and 600 for graduate students. Courses designed for students seeking a professional degree carry a 500 number for undergraduate students and a 700 number for graduate students. Courses numbered 99 or below are special interest courses that do not carry academic credit. If students elect to take a special interest course, it will not count toward the number of hours needed to complete graduation requirements.
Full - time undergraduate student is expected to take courses that total twelve to eighteen credit hours. A full-time graduate student is expected to take courses that total ten to sixteen credit hours. Student holding assistantships are expected to enroll for proportionately fewer hours. A part - time graduate may register for minimum of three credit hours. An overload, that is, more than the maximum number of hours, may be taken with the approval of an academic advisor. To register for an overload, students must submit the appropriate approval form when registering. Overloads above 24 hours will not be approved under any circumstances.

The word "categories" in paragraph 1 is closest in meaning to________.

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct answer to each of the questions.

   One day in 1924, five men who were camping in the Cascade Mountains of Washington saw a group of huge apelike creatures coming out of the woods. They hurried back to their cabin and locked themselves inside. While they were in, the creatures attacked them by throwing rocks against the walls of the cabin.

   After several hours, these strange hairy giants went back into the woods. After this incident the men returned to the town and told the people of their adventure. However, only a few people accepted their story. These were the people who remembered hearing tales about footprints of an animal that walked like a human being.

   The five men, however, were not the first people to have seen these creatures called Bigfoot. Long before their experience, local Native Americans were certain that a race of apelike animals had been living in the neighboring mountain for centuries. They called these creatures Sasquatch.

   In 1958, workmen, who were building a road through the jungles of Northern California often found huge footprints in the earth around their camp.

   Then in 1967, Roger Patterson, a man who was interested in finding Bigfoot went into the Northern California jungles with a friend. While riding, they were suddenly thrown off from their horses. Patterson saw a tall apelike animal standing not far away. He managed to shoot seven rolls of film of the hairy creature before the animal disappeared in the hushes. when Patterson's film was shown to the public, not many people believed his story.

   In another incident, Richard Brown, a music teacher and also an experienced hunter spotted a similar creature. He saw the animal clearly through the telescopic lens of his rifle. He said the creature looked more like a human than an animal.

   Later many other people also found deep footprints in the same area. In spite of regular reports of sightings and footprints, most experts still do not believe that Bigfoot really exists.

Who were the first people to have seen these apelike creatures before the five campers?

Read the following passage and mark the letter A, B, C, or D on your answer sheet to indicate the correct word or phrase that best fits each of the numbered blanks.

GLOBAL WARMING

Few people now question the reality of global warming and its effects on the world's climate. Many scientists (1) _____________the blame for recent natural disasters on the increase in the world's temperatures and are convinced that, more than ever before, the Earth is at risk from the forces of the wind, rain and sun. According to them, global warming is making extreme weather events, such as hurricanes and droughts, even more (2) _____________and causing sea levels all around the world to rise.

     Environmental groups are putting pressure on governments to take action to reduce the amount of carbon dioxide which is given (3) _____________by factories and power plants, thus attacking the problem at its source. They are in favor of more money being spent on research into solar, wind and wave energy devices, (4) _____________ could then replace existing power station.

Some scientists, (5) _____________, believe that even if we stopped releasing carbon dioxide and other gases into the atmosphere tomorrow, we would have to wait several hundred years to notice the results. Global warming, it seems, is to stay.

(2) _________

Read the text below and decide which answer (A,B,C, or D) best fits each space.
MY FIRST JOB

When I was 19, I (58) …….. out of my university course and ended up getting a job in a local travel agent’s. I’d seen the (59) …….. for the job in local paper. It said they wanted someone with a nice (60) …….. and a friendly (61) …….. .I thought the job might be an (62) …….. to send people to interesting places and to see some of the world myself. (63) …….. , it turned out to be a bit of a joke. I arrived at work on the first day with a positive (64) …….., ready to work and learn about new places. I spent that morning and every morning for the first three months filling (65)…….. forms and making coffee for the rest of the staff. (66) …….. I was hoping to be dealing with travel-hungry people with a good idea of where they wanted to go, the (67) …….. customer took ages to make their mind (68) …….. . It was amazing the number  of  customers  who  would  spend  ages  finding  the  perfect  destination  only  to have a change (69) …….. heart at the last moment. If we did organize the trip of a lifetime for someone, we rarely got thanks (70) …….. all our efforts. I now work in publishing (71) …….. a living, so these days I’m a customer in travel agencies. One thing I always keep (72) …….. mind is the need to say thank you.

59...................