？Read the article below about exceeding expectations..？Choose the best sentence from the o

？Read the article below about exceeding expectations..

？Choose the best sentence from the opposite page to fill each of the gaps.

？For each gap 8--12, mark one letter (A--G) on your Answer Sheet.

？Do not use any letter more than once.

EXCEEDING EXPECTATIONS

Exceeding expectations is a foundational attitude and something you have to pursue daily. It is a proactive effort that is always looking for a way to express itself. Exceeding expectations is a completely voluntary activity and, when it becomes foundational to the way you think, it has the power to elevate value and become the seed for new opportunity. (8) To exceed expectations on purpose means you have an understanding of expected performance, and you realize expected performance is in no way extraordinary. It becomes tougher when you realize exceeding expectations requires more effort to surpass what might be described as "acceptable performance". (9) The problem is, it's hard to sell mediocrity. Understanding how expectations are created is the first step in being able to exceed them in a positive way. Expectations come from our experience. (10) To illustrate how this happens, consider a tool that has changed the way we all work and communicate: voicemail. Prior to voicemail, when you dialed a phone number, your expectation was to hear a live person answer the phone. (11) The original intent and strategy of voicemail was to create a positive tool that would exceed expectations by significantly improving the speed and results of telephone communication. (12) The message slips were created by switchboard operators and receptionists who handed the message slips off to the people being called.

A Prior to voicemails, the expectation of callers was to get caught up in a process that can best be described as message-slip phone tag.

B When voice mail first appeared, however, that expectation was suddenly shaken by an invitation to leave a personal recorded message.

C It is rare for anyone to exceed expectations unless they do so on purpose.

D It is a proactive effort that is always looking for a way to express itself.

E The latter is in fact mediocrity, and mediocrity is usually the norm.

F As our experience changes, our expectations change, too.

G Typically, the message slips merely reflected the name and number of the caller, and the reason for their call was fairly short and cryptic.

(8)