The passage below has gaps numbered 16 to 25. Immediately following each gap, four options are provided. Choose the most appropriate option for each gap. Each question carries 2 marks.

Business executives selling industrial and high price-tag customer goods have come to the……16…..[A. realization B. conclusion C. level D. point] that there should be a better approach to buyer-seller……17……[A. relationship B. existence C. agreement D. friendship]. In Nigeria, a new brand of salesmanship is emerging. Today, such……18….[A. concepts B. words C. clauses D. definitions] as consultative selling, relationship marketing and value-added selling have become common catchphrases with professional salespeople. Salespeople are now….19….[A. emerging B. reversing C. dangling D. shifting] from pushy, hard-selling to consultations, playing business advisory and problem-solving roles for their customers. Customers ….20….[A. interest B. awareness C. view D. service] has assumed a higher dimension. Salespeople and their companies are beginning to realize that the only way to stay in business and possibly be ahead of….21….[A. distribution B. competition C. consumption D. production] is to give adequate attention to the needs of customers. Salespeople and business executives are beginning to understand that customer….22….[A. respect B. dignity C. loyalty D. obedience] is what ensures a robust bottom line. The only way to do this is to give special attention to the needs of customers. First time purchase is the beginning of a relationship. We now have a very…..23…..[A. tangible B. rowdy C. sensitive D. desirable] marketplace in which people feel a need for personal intimacy and excellent service. In fact, some customers want to be pampered. They want customized service. They want a salesperson who comes to them with a…..24….[A. prior B. full C. biased D. simple] knowledge of their needs and has ready-made solution to their problems. The ability to….25….[A. analyse B. present C. organize D. discuss] the needs of the customer and provide adequate information that helps the customer to make informed purchase decisions are attributes that the modern customer respects and appreciates

  After many weary weeks of matching . Nzinga and her attendants arrived at the white wall of Luanda. The guards at the city gates led them through the winding streets and up to the governor’s palace. A pompous courtier, sweating and dirty in his thick clothes ordered them to wait amongst a crowd of people who had come to beg favours of the governor.
Nzinga waited patiently, ignoring this insult to her royal dignity. She knew that her chance would come. The hot sun beat down on the white walls of the palace, yet Nzinga stood straight and proud as the crowd of Portuguese merchants mopped their sweating faces with damp lace handkerchiefs.
Much later the courtier came back. He knocked on the floor with his staff, and then announced in a loud voice, ‘His Excellency Joao Correia de Souza, the Governor in Angola of His Most Royal and Catholic Majesty, the king of Portugal’. The tired soldiers stood to attention and the courtiers and merchants bowed.
Nzinga became very impatient. Was she to stand here like a servant all day, waiting for this man to make up his mind to hear her? She stepped forward, walked into the middle of the room and faced the governor. The guards and the courtiers were so amazed that they could o nothing but gasp in amazement at this boldness. ‘Well, ‘murmured one of the merchants to his neighbor. ‘Now she will learn what trouble is! Don Joao will be very angry. It is an insult to his dignity’. ‘What do you mean by this, asked the governor when he had recovered from his surprise. ‘Who are you? Come, woman, state your business!’
But Nzinga was not afraid. In a clear, calm voice she answered him. ‘My first business is a chair,’ she said. The governor laughed. ‘What do you mean?’ he asked. ‘You are seated, ‘she replied, ‘And you are only a governor, a slave of your king. I am a princess and men do not sit where I stand. I will state my business seated!’
But Nzinga had learnt the strength of her enemy. She knew that she was already winning this contest of wills. E
Whatever happens now, this man would not think that she has been sent by a beaten people to beg favours. Without another word, she turned and made a sign to her maid. When the girl came to her, Nzinga ordered her to kneel down. Then, with a flash or triumph in her eyes, Nzinga sat down on the girl’s back, Nzinga got her treaty. Pride in herself and in her people had saved the day for the Mbundu.

  Professor Ikin emerged from the charm incident a changed man. During the preceding months when his wife had talked persistently about Dr. Okoro and his American friends he had paid little heed to her. He assumed that nagging was her way of life. Dr. Okoro did not constitute a threat to him; they were not in the same department so they could not be competing for the headship of the department. Even if they thought the same subject, Okoro could surely not deem to be a rival to him. He was an Associate Professor while Okoro had only just become a Lecturer Grade II. If he had yielded to his father’s pressure to marry early he might have produced a child as old as Dr. Okoro. Two member of the Provisional Council had had intentionally dropped broad hints that he was lined up to take over from Dr. Wilson as Vice Chancellor. He did not therefore need to any more notice of Dr. Okoro’s attitude towards him than a cow take notice of a fly perching on its back.
It was true Dr. Okoro got on well with the Americans who happened to be at the helm of the affair of Songhai. But what could they do for him? At best, in the teeth of strong opposition from all quarters, they could make him a Senior Lecturer. Even that will require the approval of the Provisional Council, and Okoro should not take for granted that half the members would not accept him as a child born today who would attain full maturity tomorrow. Professor Ikin knew what displeased the Americans about him – it was his lack of a Ph.D., but he hoped that over the years they would learn to judge a man by what he produces rather than by the degrees he has accumulated. If they did not, it was just too bad because only an earthquake could move him away from Songhai at such a crucial stage of its development.