2. 考研
  3. A. Uniqueness B. Attentiveness C. Communication D. Personalization E. Appreciation F. Recognition G. Con

A. Uniqueness B. Attentiveness C. Communication D. Personalization E. Appreciation F. Recognition G. Con

admin2022-11-25  39
问题     A. Uniqueness
    B. Attentiveness
    C. Communication
    D. Personalization
    E. Appreciation
    F. Recognition
    G. Consideration
    It is often the little details that customers recall even more than the product they purchased or the service they received. Little details that customers notice, and that makes them feel good about not only making the purchase, but making the purchase from you, is a significant part of the overall customer experience. Here are several ways to go above and beyond good customer service and boost customer loyalty.
    【R1】________
    New York restaurant owner Danny Meyer is a master of detail, and his employees are trained to notice, and when appropriate act on, even the tiniest scraps of information they observe or discover about a guest. If you happen to mention when making a reservation that it’s a birthday dinner, the manager will make it a point to come to the table and extend Danny’s birthday wishes to the appropriate person.
    【R2】________
    Greeting your customer by name is a very meaningful and treasured detail that adds greatly to the way they experience doing business with you. If your office works by appointment, the receptionist should make sure she knows just who will be walking in the door next, and immediately greet them with eye contact, a smile and "Good morning, are you Mr. Morgan?" if she isn’t sure if it’s Mr. Morgan, or simply, "Good morning Mr. Morgan" if he is.
    【R3】________
    Don’t we all have a story about the coffee shop waitress who doesn’t ever need to be told how we like our iced tea, or the diner where the cook starts to make the same thing you always order the minute he sees you walk in the door? The salesperson who sends gifts in pink because she remembers that’s your favorite color. These experiences add value, and they also instill an enormous amount of loyalty. Is there anything you and your staff can do to ensure your customers know that you not only pay attention to their preferences, but remember them and cater to them for each and every transaction?
    【R4】________
    When customers buy something that includes an outside component that’s integral to its use or makes it more user-friendly, do you ask if they have that thing or if they still have enough of it left? For example, if you sell birthday cakes, do you have candles to go with it? If you have a pediatric dental practice, do you have a little stepstool in the bathroom so the child can reach the sink?
    【R5】________
    What do you do to show your customers, your clients or your patients that you appreciate them? After all, there are probably several other businesses that do what you do. Feeling appreciated is an experience that is universally meaningful. Always be sure to let your customers know that you are extending this extra to them because they are a valued customer and you want to show them that you appreciate them.
    Meaningful, memorable, fun, unusual and unexpected experiences influence the way customers perceive you in general and feel about you in particular. These little details are so easy to overlook, so tempting to brush off as unimportant. But add a number of seemingly minor details together, and you end up with something of far more value than you would without them.
【R3】
选项
答案D
解析 本段首句用了反问句来强调我们都会体验过商家为自己专门而设的一些服务。第三句就点明这些服务的价值，最后一句提醒商家要关注顾客的特定喜好。本段提到的一些服务，如，知道顾客喜欢什么样的冰茶、要点什么菜，及最后一句的pay attention to their preferences“注意顾客的偏好”，都是建议商家根据顾客的特定需要而提供服务，提供的是具有个性化的服务，故D项Personalization “个性化服务”正确。本题易误选F。虽然本段最后一句提到了remember them“记住顾客”，但本段提出的建议不仅仅是认得顾客，而是在此基础上向每一个不同的顾客提供具有针对性的服务，故“个性化服务”比F项Recognition“认出客户”更恰当。
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