28 題至第 31 題：
        I tell my students that addressing people by “sir” or “ma’am” comes in handy in their interaction with others. Case inpoint: I was on the phone recently with the phone company discussing the inaccuracies of my bill. The lady I spoke towas not helpful and seemed annoyed. Then, in the midst of the conversation, I threw in a “yes ma’am,” and her entireattitude changed. She became far more helpful and easy to deal with, and she ended up cutting my bill in half, which wasmore than I had even asked for.
        Some of my students in Harlem were interviewed for a chance to attend a high-rated junior high school. The schoolonly had thirty openings for the following year, and twelve of my students were among the numerous kids across the citywho applied for the spots. I practiced what the interview would be like with my students, and one main thing I stressedwas, “Make sure you say ‘yes, ma’am’ or ‘no, sir’ no matter what!” Weeks after the interviews, I was delighted to hearthat all twelve of my students had been accepted. When I talked with the admissions director at the school, the maincomment he made over and over was how polite my students were in their interviews. It seems like just such a simplething to do, but it gets results.
【題組】28 Why did the phone company lady agree to cut the author’s bill in half?
(A)She simply changed her attitude for no good reason.
(B)She felt respected because of the way she was addressed.
(C)She was too impatient to negotiate further with the author.
(D)She had intended to give the author the cut in the beginning.