Section A - Short Questions (60%; 10 marks per question) Answer ALL the questions below in COMPLETE sentences. + + 1. Which TWO thesis statements are strong enough, leading to a Process Essay? Give a good reason to explain each of your choices. (10 marks) a. Responding to customers' complaints requires many skills. b. Provided that the staff members are told what to do, responding to customers complaints might be easy. C. The staff members follow three steps to respond to customers' complaints. d Unless the staff member apologizes, the customer will continue to complain. Please answer Question 1 here. 2. The following questionnaire is designed for understanding customers' experience in ABC Mall. Please identify and explain about any ONE mistake in the questionnaire and suggest the correction accordingly. (10 marks) ABC Mall Customer Satisfaction Survey The ABC mall is determined to provide the best experience to our customers. We are now conducting an annual customer satisfaction survey to investigate our strengths and weaknesses. Please spend about 5 minutes to complete the survey. Your feedback would be invaluable to us because it will help us provide even better service. All information collected will be kept confidential and will be used for our study only. Please put a tick against your answer(s) in each question. 1. Have you ever used the carpark and valet service provided by the mall? - Yes - No (Please go to 0.3) 2. Please rank from 1 to 8the type of services you like most in our mall: Carpark Valet service Supermarkets Restaurants Fashion brands Shops selling electrical appliances Book/ toy/ gift stores - Others (Please specify: - 3. Please indicate your level of satisfaction about the following aspects of the mall: Unsatisfactory Neutral Satisfactory Very unsatisfactory Very Satisfactory a. Shop front design b. Lift service c. Lighting d. Toilets Cleanliness of the public area Thank you! Please answer Question 2 here." + + 3. You are working on a research essay which supports that there is a market trend of vegetarian in Hong Kong. You have conducted an interview with the director of Green Life, a non-profit organization promoting healthy lifestyle. Write a paragraph with no more than 80 words by incorporating the information from the notes below. (10 marks) Interview with Dr. Jones 2 February 2020 497 Hongkongers are flexitarian 18% meat lovers are willing to be flexitarian Vegetarians