•Read the following review of a book called Never Quit!The Ups and Downs of Running

a Family Business．

•For each question 23-28．on the opposite page．choose the correct answer．

•Mark one letter(A，B，or C)on your Answer Sheet．

Never Quit!The Ups and Downs of Running a Family Business

picked up the book Never Quit!The Ups and Downs of Running a Fami|y Business thinking that I could read it between flights，hoping that in the pages of the book，I'd find some little piece of sales wisdom to restate at the upcoming sales manager's meeting that's where I was flying. And so I began reading in the terminal．

Even after the plane settled into its altitude，I couldn't put Never Quif!down．I continued to read，even forgetting to make a few notes in a margin．The notes were already made．The author has bullet list after bullet list of helpful pointers．But what absorbed me most was the story of running a family business．Gray offered personal glimpses of challenges as well as successes．and then held them both up as examples of opportunity for positive growth．

This is a business book，yes. However，it is a family business book．There are the real stories of real people．But the real art of this book is the encOuragement it provides to small business owners to define core principles and when those are challenged，to use those core beliefs to find another method to achieve the desired right results．And so，when a business owner meets with something they believe is beyond their control，they will redefine success or the ways they might getthere．They will neverquit．

The focus on customer service also came at a goodtime for me；this is a huge talking point at our company，which is struggling to maintain excellent customer service at a time when sales are(thankfully)outpacing customer service rep availability，and so customer interactions are being timed and evaluated．It's a challenge，but I found something in almost every chapter of Gray'sbook that boils customer service techniques down to something as simple as a customer-friendly greeting．It makes it seem do-able．

This book is going to be popular with family business owners everywhere．It is well-written，but more important．it is a good read．I've decided to buy a copy for everyone in our sales and service department,and to keep it in my briefcase to refer to again and again．

The reviewer decided to read the book because

A．one of his friends told him lhe book was excellent．

B．he was sure he would get some useful advice．

C．he thought he might collect some information for the meeting．