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1) She has an excellent _____  with her customers. That's why she has outperformed this year. a) rip off b) rapport c) refund d) standard e) compensation f) complaint 2) Bob's tickets cost much less than ours - I think we've been ________. I'll never buy tickets from this company any more! a) complained b) passed the buck c) ripped off d) talked at cross purposes e) established a rapport f) handled a conflict 3) He managed to ______ his dignity and customer loyalty throughout the performance. The key customers are willing to deal with him.  a) meet  b) refund c) lose d) avoid e) retain f) expect 4) I forgot I'd arranged to meet Richard in the morning - it completely _________. a) slipped my mind b) got to the bottom of the problem c) talked at the cross purposes d) went the extra mile e) met the expectations f) retained the loyalty 5) We haven't yet been able to find a house that __________of our customers. a) handles complaints b) retains loyalty c) rips off d) slips the mind e) establishes a rapport f) meets the expectations

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