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  3. One of the odd things about some business organizations is that they spend so much money to lure new customers and spend so litt

One of the odd things about some business organizations is that they spend so much money to lure new customers and spend so litt

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问题     One of the odd things about some business organizations is that they spend so much money to lure new customers and spend so little to keep them after they’ve been landed. It just doesn’t make sense. Taking customers for granted is routine in some larger organizations, where mere bigness generates an attitude of indifference.
    Loyal customers are an organization’s only protection against bankruptcy, and losing them because of neglect or indifference is downright sinful. Not only do satisfied customers continue to fatten the till, they often encourage others to buy. This is advertising that doesn’t cost a penny. And although there are always problems in giving good service to customers, maintaining their patronage(光顾) isn’t all that difficult. It’s a matter of attitude, of believing that everyone who buys from you is entitled to the best treatment you can deliver. Plus giving just a little more than you have to.
    We said there are always problems in giving good service to customers. The reason, of course, is that no organization is perfect, and there’s many a slip: unreasonable delays in filling orders, shipping the wrong merchandise, failing to answer letters promptly, and so on.
    Sometimes these errors or failures can’t be helped. For example, if you can’t get parts because of material shortages or a transportation strike, customers may be denied the goods they’ve ordered. And not infrequently the customer is to blame—for example, failing to clearly identify the article or service required.
    Yet no matter who is at fault, customers whom you value highly should generally be given the benefit of the doubt. Note that we said "customers whom you value highly." The old saying(格言) goes that all customers should be treated alike is a myth. Customers who repeatedly place large orders and pay for them will naturally, get more attention than those who buy infrequently and have to be badgered to pay what they owe. However, you have to make the assumption that all customers are good unless proved otherwise.
选项 A、Business organizations should not spend so much money to attract new customers
B、Maintaining customers’ patronage is the most important to business organizations’
C、Customers are kings
D、Organizations should pay more attention to the benefit of their customers
答案B
解析 第一段第一句指出，一些商业组织的奇怪事情是他们花许多钱去招揽新顾客，但不在乎他们是否再回头光顾。文章围绕顾客是否再光顾展开讨论，认为是商业成败与否的关键。
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