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
You need a new vacuum cleaner. Several are on display--different prices, different features--but there are no clerks to be found
You need a new vacuum cleaner. Several are on display--different prices, different features--but there are no clerks to be found
admin
2013-05-29
17
问题
You need a new vacuum cleaner. Several are on display--different prices, different features--but there are no clerks to be found. Finally a guy in a store vest slips past. You begin to ask questions, but he knows even less about vacuum cleaners than you do.
Robert Odom, shopping at the Southcenter Mall near Seattle, finds "it’s harder to get waited on now. Many stores have one person covering a tremendous area. You’ve got to go looking to find a clerk."
Retailing is big business in the United States. Every day, billions of transactions take place in the nation’s 1.4 million stores. Inventive technology speeds a staggering $2.5-trillion-a-year flow of purchases. But why do those bad encounters with salespeople continue to bother us so?
When Yankelovich Partners asked 2,500 shoppers what was "most important to you regarding customer service," people ranked courtesy, knowledge ability and friendliness at the top. Almost two out of three said that salespeople "don’t care much about me or my needs."
The American Customer Satisfaction Index, developed in 1994 at the University of Michigan’s National Quality Research Center, shows customer satisfaction declining about a point a year. Retailers now average a less-than- satisfactory 71 out of 100. Even top performers have slipped.
What happened? John Goodman, president of Technical Assistance Research Programs, a customer-service consulting firm, told us, "To cut costs, many retailers made the mistake of trimming staff to the bone--with obvious consequences."
How good is the help once you find it? Carol Cherry, founder of Shop’n Check, which monitors customer service for retailers and other clients, says, "One of the biggest problems we encounter is unknowledgeable and untrained salespeople." Bruce Van Kleeck, a vice president of the National Retail Federation, says, "We’re not training as much as we used to," and urges more ongoing training for veteran salespeople.
The sad fact is, stores can get away with poor customer service because customers let them. Customer-service expert John Goodman estimates that about haft of customers continue to do business with firms they feel have mistreated them. This is "behavioral loyalty," explains Jeff Ellis of Maritz Marketing Research Inc. "We may bad-mouth a store after a bad experience, but we go back because it’s close to our house or carries items we like."
What may be the "obvious consequences" mentioned in paragraph 6?
选项
A、The customers are not willing to buy from the retailers.
B、The customers cannot get the help they need.
C、The salespeople are not satisfied with their working condition.
D、The salespeople do not receive enough trainin
答案
B
解析
转载请注明原文地址:https://kaotiyun.com/show/ZoHO777K
0
研究生英语学位课统考(GET)
相关试题推荐
OneofthemostimportantperiodsinGreedhistorywastheHellenisticAgewhichbeganafterthedeathofAlexandertheGreatin
OurChinesetraditionisquitedifferent______weonlywanttodefendourowncountry,nottoinvadeothercountries.
Giventheadvantageofelectronicmoney,youmightthinkthatweshouldmovequicklytothecashlesssocietyinwhichallpaymen
Exceptionalchildrenaredifferentinsomesignificantwayfromothersofthesameage.Forthesechildrentodeveloptotheirf
Exceptionalchildrenaredifferentinsomesignificantwayfromothersofthesameage.Forthesechildrentodeveloptotheirf
Doweneedlawsthatpreventusfromrunningriskswithourlives?Ifso,thenperhapslawsareneededprohibitingthesaleofc
Thirty-onemillionAmericansareover60yearsofage,andtwenty-ninemillionofthemarehealthy,busy,productivecitizens.B
Thirty-onemillionAmericansareover60yearsofage,andtwenty-ninemillionofthemarehealthy,busy,productivecitizens.B
TheJapanesedesireformarriagehadbeenverystrong.Inthefifth""worldyouthattitudesurvey""【C1】______bytheManagementa
TheJapanesedesireformarriagehadbeenverystrong.Inthefifth""worldyouthattitudesurvey""【C1】______bytheManagementa
随机试题
2011年3月11日,原告高某到被告工商所办理个体工商户验照手续,工商所收取原告提交的申报材料后,出具了受理申请验照通知书,内容为“你申请验照。依法准予受理验照申请。”同年6月,工商所在受理申请验照通知书上填写了“请提供有效场地证明,再办理验照,现为暂缓通
苦参总生物碱具有
有三跨现浇框架梁,左边跨的跨度为6.1m,梁上恒荷载设计值为25.75kN/m,活荷载设计值为8kN/m,梁左边跨的内力标准值如题表所示。若取梁端调幅系数为0.8,对重力荷载的弯矩进行调幅。计算调幅后的跨中弯矩M中(kN.m),其与下列()项数
下列关于其他项目清单的说法中不正确的是( )。
根据迈克·波特提出的“五力模型”,在行业中普遍存在五种竞争力量,分别是行业内现在企业竞争,新进入者的威胁,替代品的威胁,购买者的谈判能力和()。
ABC会计师事务所负责审计甲公司20×8年度财务报表,并委派A注册会计师担任审计项目组负责人。在审计过程中,审计项目组遇到下列与职业道德有关的事项:(1)A注册会计师与甲公司副总经理H同为京剧社票友,经H介绍,A注册会计师从其他企业筹得款项,成功
甲公司2008年3月在上年度财务会计报告批准报出后,发现2006年9月购入并开始使用的一台管理用固定资产一直未计提折旧。该固定资产2006年应计提折旧40万元,2007年应计提折旧160万元。甲公司对此重大会计差错采用追溯调整法进行会计处理。假定甲公司按净
做好班主任工作的前提是()。
以下关于数组的叙述中,错误的是
IambackinBrightonnowthroughagreatholiday【S1】______withRosieinDublin.Ireallyenjoyit.Wetravel
最新回复
(
0
)