•Read the passage about the job of store assistants. •Choose the correct word A, B, C or D from below the passage to fill each gap. •For each question (19-33) , mark one letter (A, B, C or D) on your Answer Sheet. The move to self-service has meant that in many shops, fewer tasks are now performed by store assistants. Typical tasks which remain are making sure that shelves and counters are fully (19) , taking the customer's payment, and (20) the purchases. However, in some shops, the more traditional selling skills are still important. In larger stores, it is normal for a range of (21) to be rotated among staff, giving greater work variety. Every customer has different (22) . and different reasons for coming into the store. Some know (23) what they want, ask for it and buy it. Many, however, are not sure, and if they are not (24) correctly they may go somewhere else to boy. The store assistant must (25) when and how to offer help, and gain the customer's confidence with the (26) amount of questioning about what they are looking for. They can then give information and advice about the products which might (27) the customer's requirements. This demands both communication skills and knowledge of the product. Finally, they have to persuade the customer to make the (28) to buy, and 'close the deal'. If the customer is just (29) , the store assistant needs to offer efficient and friendly service, hoping that the customer will return when he or site is ready to buy. It is worth remembering that many stores depend on their (30) customers for a large part of their (31) The actual tasks of a store assistant vary with the type of goods sold. In a men's outfitters these could include (32) a customer for a suit. In an electronics store, it is vital to be able to (33) how a computer or hi-fi unit works and to ensure that the customer bas any accessories they might need. (19)