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  3. When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recen

When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recen

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问题     When you were looking for a reliable, honest auto mechanic, how did you find him? Before you went into that restaurant you recently tried, how did you know that it served great food? If you’ re like most everyone on the planet, you want to lower your risk of a big ugly surprise so you asked people you trust to refer you to a business they trust.
    We all rely on our friends and associates to recommend going—or not going—to a particular business. Marketers call this friend-to-friend endorsement(认可)of a business " word-of-mouth advertising". It is the most powerful form of advertising. It is also the most difficult to create.
    When you do a great job for your customers or a rotten job, people are going to talk about your business. Unfortunately, because we humans seem to feel negative emotions more intensely than positive ones, we’ re more inclined to tell more of our friends about bad experiences with a business than positive ones. Understand this: Customers believe their own experience. You can’t make them believe that your company is wonderful when they felt they were treated badly.
    So, to get positive word-of-mouth going for your business, especially from your demanding customers in this service-based economy, you’ ve got to do a really outstanding job. For everyone, consistently.
    And when you do, you build a great reputation. That takes time. But it forges a bond with your customers and prospective customers in a way that no slick advertising campaign, and no promotional coupon(优惠券)ever could.
    The good news is that because there are so many different businesses chasing after your customers’ money, people want to know who they can trust. So people are going to be talking about you. Create a free sales force for your business—an army of delighted customer who tell everyone they know how good your company is to do business with. That’ s a great antidote(解毒剂)to defection.
According to the author, when you do a really outstanding job in service, you will______.
选项 A、build a bad reputation
B、break the bond with your customer
C、get a positive word-of-mouth advertising for your business
D、earn big money
答案C
解析 推理判断题。由题干关键词outstanding job定位至第四段“So，to getpositive word—of-mouth going for your business，especially from your demanding customersin this service—based economy，you’ve got to do a really outstanding job．”可知，为你的生意获得好的口头评价，特别是在服务为基础的经济社会里，从高要求的顾客那里获得这种好的口头评价，你必须要做出突出的工作。由此可推断C为正确答案。A“建立一个坏名声”和B“破坏和顾客的关系”与文章内容相反；D“赚大钱”文中并未提及。
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