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  3. Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a count

Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a count

admin2012-05-28  53
问题     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 street 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 point to America as an example of sophisticated customer service. In restaurants in the south of the USA, 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.
    A Chinese-American friend loves telling people about how her Chinese mother shops for clothes: "First of all she waits until they are on sale, then she haggles until she gets an even better price and then she finds some small fault with the product and demands a further reduction. She never buys anything at the regular price." Could you imagine trying such tactics in a department store in your country?
    Attitudes to service are, of course, affected by employers’ attitudes to their workers. As American sales and service personnel are heavily reliant on commission and tips, they have more incentive 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?"
According to the last paragraph, the service quality of American service personal may depend on______.
选项 A、their working experience
B、the amount of commission and tips
C、the length of their working hours
D、the customers’ attitude towards them
答案B
解析 末段第二句提到，因为美国的销售和服务人员非常依赖佣金和小费，所以他们有更多的动力去提供更多的服务，即美国服务人员提供服务的incentive(动机，诱因)是为了获得佣金和小费，其质量应该与得到的commission and tips有关，故答案为[B]。[A]在文中未提及；[C]是针对ask shop assistants to work late evenings，Sundays and 12-hour shifts设的干扰项；末段首句提到雇主对员工的态度影响服务的态度，而非顾客对员工的态度，故排除[D]。
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