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【High-qualitycustomerserviceispreached(宣扬)bymanybutactuallykeepingcustomershappyiseasiersaidthandone.Shoppersseldomcomplaintothemanagerorownerofaretailstore(零售店)butinsteadwillwarntheirfriend】
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更新时间:2024-03-28 16:14:41
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High-qualitycustomerserviceispreached(宣扬)bymanybutactuallykeepingcustomershappyiseasiersaidthandone.

Shoppersseldomcomplaintothemanagerorownerofaretailstore(零售店)butinsteadwillwarntheirfriendsrelativesco-workersstrangersandanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints.“Storytellinghurtsretailers(零售商)andentertainsconsumers”saidPaulaCourtneyPresidentoftheVerdegroup.“Thestorelosesthecustomerbuttheshoppermustalsofindareplacement.”

Themostcommoncomplaintsincludefilledparkinglotscluttered(塞满了的)shelvesoverloadedracksout-of-stockitemslongcheck-outlinesandrudesalespeople.

Duringpeakshoppinghourssomeretailerssolvedtheparkingproblemsbygettingmoonlighting(业余兼职的)localpolicetoworkasparkingattendantstodirectcustomerstoemptyparkingspaces.Retailerscanrelievetheheadachesbyredesigningstoredisplaypre-stockingsalesitemshiringspeedyandexperiencedcashiersandhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantlysalespeopleshouldbeskillfulandpolitewithangrycustomers.

“Retailerswho’reenthusiasticandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren'tsofriendly.”saidProfessorStephenHoch.“Maybesomethingasagreeteratthestoreentrancewouldhelp.”

Customerscanalsoimprovefutureshoppingexperiencesbyfillingcomplaintstotheretailerinsteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.

小题1:Whyarestoremanagersoftenthelasttohearcomplaints?A.Mostshopperswon’tcomplaineveniftheyhavehadunhappyexperiences.B.Itisdifficultforcustomerstohaveeasyaccesstostoremangers.C.Fewcustomersbelievetheservicewillbeimprovedaftertheircomplaints.D.Shopperswouldrathertelltheirunhappyexperiencestopeoplearoundthem.小题2:WhatdoesPaulaCourtneyimplybysayingtheunderlinedsentenceinparagraph2?A.Thesameproductscanbeboughtinotherretailstores.B.Itisnotlikelytheshoppercanfindthesa

顾冠群回答:
  小题1:D小题2:A小题3:B小题4:A分析:这篇材料讲的是超市改善服务的问题,按内容可分为改善原因、改善内容和改善方法三个部分。小题1:细节题:第二段讲到了Shoppersseldomcomplaintothemanagerorowner...
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