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  3. With many European economies showing slow growth, the retail sector is coming under increasing pressure to improve its service a

With many European economies showing slow growth, the retail sector is coming under increasing pressure to improve its service a

admin2013-01-20  58
问题     With many European economies showing slow growth, the retail sector is coming under increasing pressure to improve its service and do more to meet consumers’ demands.
    Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a country’s culture, and attitudes to shopping and consumers vary from country to country just as much as climate or taste in food. From the air-conditioned order of American malls to the disorder of African markets, the way we shop shows the way we see ourselves and our relationships with other people.
    Recent economic hardship has given the consumer increased power in Europe as retailers fight to win their share of reduced disposable income. This has meant falling prices, plenty of special offers and a re examination of what customer service really means. People often paint to America as an example of sophisticated customer service. In restaurants in the south of the U. S. A., for example, waiters compliment you on your clothes, ask about your day, compliment you on the wisdom of your order and then return every ten minutes to refill your glass and make sure that everything is to your satisfaction. Anyone who has waited 30 minutes to be served in a restaurant might well dream of such attention, but do Europeans really want US style service? As a friend of mine once told me, "By the end of the evening I had spent as much time talking to the waiter as to my wife." It is a question of expectations. Different nationalities expect different types of service.
    Attitudes to service are, of course, affected by employers’ attitudes to their workers. As American sales and service personnel are heavily dependent on commission and tips, they have more motive to provide more service. But is this fair? Do we think it is fair to ask shop assistants to work late evenings, Sundays and 12 hour shifts? Does it fit in with our picture of society? It might not be a case of "Is the customer always right?" but a case of "How much service is it fair to expect?"
What does the author say about the extra service given by the American workers?
选项 A、It is a vivid reflection of American society.
B、It is neither fair nor legal.
C、It is a thing that the employers axe unwilling to see.
D、It is a way in which the serving people can earn more money.
答案D
解析 文章最后一段提到“由于美国的销售业和从事服务的工作人员对佣金和小费有很大的依赖性，所以雇主们有着更加强烈的动机来为顾客提供更多的服务。”而在作者眼里，这种额外的服务是不公平的，而且也与社会形象格格不入。由此，我们可以推断出额外服务可以使服务人员赚取更多的佣金和小费，因此本题选择 D。选项B具有一定的迷惑性，错在legal一词上，因为文章没有提到额外服务的合法化问题。
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