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
外语
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
admin
2009-01-04
58
问题
High-quality customer service is preached (宣扬) 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, overloaded 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 filing 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.
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。本题考查因果关系。根据题干信息定位到文章第三段,而答案出现在文章第二段,原文的二、三段构成了一组因果关系。正确答案为[B]“人们宁愿向身边的人提及他们的不愉快经历”,其中,“身边的人”对应原文中的“朋友、亲戚、同事和陌生人”。[A]选项意思与原文相反;[C]和[D]选项均为原文没有提及的信息。
转载请注明原文地址:https://kaotiyun.com/show/NjR7777K
0
大学英语四级
相关试题推荐
A、Theyarenotasreliableasclaimed.B、Theyriseandfallfromyeartoyear.C、Theydon’treflectthechangesinindividualco
A、Itcreatesalotofnewjobs.B、Itexhaustsresourcessooner.C、Itcausesconflictsbetweenemployersandemployees.D、Itcall
A、Explainallthejargonterms.B、Doawaywithjargonterms.C、Findappropriatetopics.D、Stimulatetheirinterest.B细节理解题。短文中提到
NicolaSturgeon’sspeechlastTuesdaysettingouttheScottishgovernment’slegislativeprogrammefortheyearaheadconfirmedw
NicolaSturgeon’sspeechlastTuesdaysettingouttheScottishgovernment’slegislativeprogrammefortheyearaheadconfirmedw
A、Wepaylittleattentiontoadpresentations.B、Wedon’tknowthetargetcustomerswell.C、Weexaggeratetheeffectivenessofp
A、Byadvisingyourselftothinkindifferentperspectives.B、Byslowingdownyourreactiontostressgradually.C、Bykeepingap
A、Becausehumanbeingsarepowerfulenoughtokilloneanother.B、Becauseeveryspecieswillbecomeextinctbynaturalselection
A、one’sintelligenceB、thesocialinfluenceonusC、ourownbiologicalfeaturesD、one’sfamilystatusB原文该句的itshows…表明本段前几句的内容是
随机试题
某甲于某日在衣服里揣把尖刀在街上游荡,碰到了与其有前嫌的某乙等四人,由于对方人多,某甲逃跑,但被某乙追上,两人发生斗殴,后某甲怕对方一起上来打死他,便拿出尖刀欲向某乙臀部猛刺后逃走,但不期某乙闪身躲避时刺中腰部,后某甲逃离。某乙被送至医院后因抢救无效而死亡
背景资料:沿海地区某住宅工程,由4栋地下1层、地上12层、结构形式完全相同的单体组成,其中地下室为整体连接地下室。该工程地下水系发达,地下水对钢筋混凝土结构有侵蚀作用。屋面设计为不上人屋面,炉渣保温后细石混凝土封面找坡,最上层敷设SBS卷材防水层一道。
计算,其中D是y=x,x=0,y=,y=π围成的区域
王某因犯数罪被人民法院依法判处有期徒刑20年,服刑13年后被假释。在假释考验期的第6年,王某盗窃一辆汽车而未被发现。假释考验期满后的第4年,王某因抢劫而被逮捕,交代了自己在假释考验期限内盗窃汽车的行为。问:对王某假释考验期满后的抢劫罪应如何处理?
砂土地层中,开挖深度为14m、地下水位经井点降低至基坑底面以下的基坑,宜采用的支护形式是()。
下列有关定金与违约金区别的表述不正确的是()。
【《神灭论》】
城市学校
下面的网络中不属于分组交换网的是__________。
Inthedesertedfactoryseveralhugemachineswerelefttorustanddecay.
最新回复
(
0
)