首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
考研
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
admin
2017-11-14
54
问题
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done.
Shoppers seldom complain to the manager or owner of a retail store, but instead will alert their friends, relatives, co-workers, strangers—and anyone who will listen.
Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
"Storytelling hurts retailers and entertains consumers," said Paula Courtney, President of the Verde group. "The store loses the customer, but the shopper must also find a replacement."
On average, every unhappy customer will complain to at least four others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting "snowball effect" can be disastrous to retailers.
According to the research, shoppers who purchased clothing encountered the most problems.
Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) shelves, over-located racks, out-of-stock items, long check-out lines, and rude salespeople.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting (业余兼职的) local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.
Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.
Most importantly, salespeople should be diplomatic and polite with angry customers.
"Retailers who’re responsive and friendly are more likely to smooth over issues than those who aren’t so friendly," said Professor Stephen Hoch.
"Maybe something as simple as a greeter at the store entrance would help."
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world.
Retailers are hard-pressed to improve when they have no idea what is wrong.
Why are store managers often the last to hear complaints?
选项
A、Most customers won’t bother to complain even if they have had unhappy experiences.
B、Customers would rather relate their unhappy experiences to people around them.
C、Few customers believe the service will be improved.
D、Customers have no easy access to store managers.
答案
B
解析
细节题。根据题干中的store managers often the last to hear complaints首先定位到第二段首句,其原因应在第二段寻找。第二段提到,顾客很少向经理或者零售店的老板投诉,相反,他们会提醒自己的朋友、亲戚、同事等。B项中的relate their unhappy experiences to people around them与原文的alert their friends,relatives,co-workers意思一致,故B项为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/KSIZ777K
0
考研英语一
相关试题推荐
Forthefirsttimeinhistorymorepeopleliveintownsthaninthecountry.InBritainthishashadacuriousresult.Whilepol
Americansnolongerexpectpublicfigures,whetherinspeechorinwriting,tocommandtheEnglishlanguagewithskillandgift.
TheethicaljudgmentsoftheSupremeCourtjusticeshavebecomeanimportantissuerecently.Thecourtcannot【C1】______itsleg
WhenPaulGorski,thefounderofanorganizationcalledEdChange,visitscollegesanduniversitiestoadvisethemoncampusdive
WhenPaulGorski,thefounderofanorganizationcalledEdChange,visitscollegesanduniversitiestoadvisethemoncampusdive
TheaverageBritishpeoplegetsix-and-a-halfhours’sleepanight,accordingtotheSleepCouncil.Ithasbeenknownforsomet
Iftheonlineserviceisfreethenyouaretheproduct,technicianssay.GoogleandFacebookmakea【C1】______collectingpersonal
Thehighestanxietymomentintheholidayseasonmustbethemomentjustbeforeyourlovedonesunwraptheirgifts.Theribbonc
Supposeoneofyourfriends,LiHua,wantstochooseabookoninterviewingskillsbeforeheattendsajobinterview.Writetoh
Historiansareunderstandablyreluctantaboutpredictingthefuturebecauseofalltheunknownvariablesinvolved.Forexample,
随机试题
下列说法哪项是错误的
在设计幼儿园同一个班的活动室与寝室时,下列方式正确的是()。
下列关于建筑工程一切险的保险项目关于物质损失部分保险金额的规定,不正确的是()。
下列选项中,属于地下防水隐蔽工程验收记录主要内容的有()。
采用比例税率的应税消费品包括()。
市场上绝大多数消费者都认为大排量摩托车噪声大、油耗大又很危险。对于这种市场上有负面印象和抵触态度的产品,营销管理者应该实行()。
在产生式理论看来,每个产生式包括()
当前我国全面发展教育的组成部分是()
教育的多元化就是指教育思想的多元化。
Acidrainisaveryseriousairandwaterpollutionproblem.Manypeoplefeel-thatitisthemostseriouspollutionproblemthat
最新回复
(
0
)