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
自考
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
2022-07-19
99
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. Banked 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.
Betailers 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.
" Betailers 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. Betailers are hard-pressed to improve when they have no idea what is wrong.
To achieve better shopping experiences, customers are advised to________.
选项
A、exert pressure on stores to improve their service
B、settle their disputes with stores in a diplomatic way
C、voice their dissatisfaction to store managers directly
D、shop around and make comparisons between stores
答案
C
解析
细节理解题。最后一段首句提到,顾客可以通过向零售商投诉采改善以后的购物体验。故选C。
转载请注明原文地址:https://kaotiyun.com/show/R5rx777K
本试题收录于:
英语阅读(一)题库文史类分类
0
英语阅读(一)
文史类
相关试题推荐
Seventeenth-centuryhousesincolonialNorthAmericaweresimplestructuresthatwereprimarilyfunctional,carryingovertradit
Ifitwereonlynecessarytodecidewhethertoteachelementarysciencetoeveryoneonamassbasisortofindthegiftedfewan
"Outthroughthatwindow,exactlythreeyearsago,【C1】______.Theynevercameback.Incrossingthecountrytotheshooting-gr
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Actually,hedidlikesomething:hisbusiness.(63)Theproblemwasthatwhilehewasstillafabulouslywealthyman,hehadrec
(consider)ThenatureofCanadianhouseholdshaschanged______overthepastquartercentury.
Intheeighteenth-century,oneofthefirstmoderneconomists,AdamSmith,thoughtthatthe"wholeannualproduceofthelandand
随机试题
有关急性脓胸的治疗方法,下列哪项是错误的
A、80次/分B、100~150次/分C、150~250次/分D、250~300次/分E、350~600次/分心房扑动的心房率是
2007年8月,()正式颁布实施《公司债券发行试点办法》,标志着我国公司债券发行工作的正式启动。
社会工作者具有的基本特征包括()。
劳动教养管理所的食堂应当建立食堂卫生制度,司务长由()担任。
某商品按定价卖出可得到利润960元,如果按定价的80%出售,则亏损832元,该商品购入价是多少元?()
下列有关环境及污染的说法,正确的是()。
A、 B、 C、 D、 D每组第一个图形是立体图形,第二个图形是这个立体图形的左视图,第三个图形是这个立体图形的俯视图。
彩色视频数字化的过程中,颜色子采样技术是指通过降低(32)的采样频率以达到减少数据量的目的。常用子采样模式不包括(33)。(33)
HenryFieldingistheauthorof
最新回复
(
0
)