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 sel
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done Shoppers sel
admin
2019-05-04
95
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 other, 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 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.
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
根据题干定位至原文最后一段的第一句:Customers can also improve future shopping experiences by filing complaints to the retailer,instead of complaining to the rest of the world.这里要重点区分instead of前后内容的根本区别,鉴于这个词组表达出的否定转折含义,自然可以了解作者是鼓励顾客向商家直接投诉,而不是四处抱怨。所以答案是选项[C],其他三个选项有的是对原文细节的篡改,有的是根据常识的其他做法,均不符合题意。
转载请注明原文地址:https://kaotiyun.com/show/Sge4777K
0
考研英语二
相关试题推荐
JohnDeweybelievedthateducationshouldbeapreparationforlife,thatapersonlearnsbydoing,andthatteachingmust_____
Thebesttitleforthispassagewouldbe______.Accordingtotheauthor,whichofthefollowingisNOTnecessarilythecase?
A.TheconsequenceoflosingbonesB.AbetterlabthanonearthC.TwodifferentcasesD.Multipleeffectsformwei
Conveniencefoodhelpscompaniesbycreatinggrowth;butwhatisitseffectonpeople?Forpeoplewhothinkcookingwasthefoun
Conveniencefoodhelpscompaniesbycreatinggrowth;butwhatisitseffectonpeople?Forpeoplewhothinkcookingwasthefoun
Whenitcomestotheeconomy,pessimismisinandgoodoldAmericanoptimismisout.Fromtheheadlinesinthenewspaperstothe
Accordingtoarecentsurveyonmoneyandrelationships,36percentofpeoplearekeepingabankaccountfromtheirpartner.Whi
Accordingtoarecentsurveyonmoneyandrelationships,36percentofpeoplearekeepingabankaccountfromtheirpartner.Whi
Mosthumanbeingsactuallydecidebeforetheythink.Whenanyhumanbeing—executive,specializedexpert,orpersoninthestreet
随机试题
在刑罚问题上,霍布斯主张
A.P-R间期延长B.Q-T间期延长C.T波高尖D.T波低平、双相、倒置E.S-T段降低高血钾心电图改变是
患者,女性,29岁。妊娠26周。胎儿臀位,拟采用膝胸卧位给予纠正。护士讲解要点后,观察孕妇操作,提示护士需要重复要点的动作是
1/2,1/2,1/2,7/16,11/32,()
下列选项不属于热蒸汽量的调节法优点的是()。
某公司以1300万元的报价中标一项直埋热力管道工程,并于收到中标通知书50天后,接到建设单位签订工程合同的通知。招标书确定工期为150天,建设单位以采暖期临近为由,要求该公司即刻进场施工并要求在90天内完成该项工程。该公司未严格履行合同约定,临时安排了一位
与其他职业道德相比较,下列各项中不属于会计职业道德特征的是( )。
下列Cisco第三层交换机的路由表信息中,路由表项全部正确的是
(1)Hippiesweremembersofayouthmovementofthe1960’sand1970’sthatstartedintheUnitedStatesandspreadtoCanada,Gre
A、Lookingsidewaystoseehowfastyourneighboreats.B、Eatingfromtheoutsidetowardthemiddle.C、Swallowingthepiewithwa
最新回复
(
0
)