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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.
Why are we more likely to tell more of our friends about unsatisfied experiences with a business than satisfied ones?
选项 A、Because we aren’ t inclined to have a negative feeling.
B、Because we often feel negative emotions more intensely.
C、Because we seem to feel more intensely.
D、Because we often hear people express their negative emotions.
答案B
解析 事实细节题。由题干关键词experiences with a business定位至第三段第二句“Unfortunately， because we humans seem to feel negative emotions more intensely thanpositive ones…bad experiences with a business than positive ones．”可知，我们更倾向于诉说不好的经历是因为我们对消极的情感感受更强烈，B最接近此意。A．我们不易产生消极的情感，这与文章中所表达的我们对消极的情感感受更强烈相矛盾；C．我们好像感觉很强烈，没有说对什么感觉很强烈；D．我们经常听到人们表达他们消极的情感，这一点文章中并未提及，只是说人们易产生消极的情感。
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