20. (A) Handling customer complaints. (B) Recruiting and training new staff. (C) Dispatching ordered goods on time.(D) Developing computer programs.

26. Questions 26 to 29 are based on the passage you have just heard. (A) She taught chemistry and microbiology courses in a college. (B) She gave lectures on how to become a public speaker. (C) She helped families move away from industrial polluters. (D) She engaged in field research on environmental pollution.