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  3. Read the following article about the success of Starbucks and the questions on the opposite page. For each question(15-20),

Read the following article about the success of Starbucks and the questions on the opposite page. For each question(15-20),

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问题     Read the following article about the success of Starbucks and the questions on the opposite page.
    For each question(15-20), mark one letter(A, B. C or D)on your Answer Sheet.
                              Starbucks
    Because of rapid globalisation over recent years, the competition around the world becomes more intense, especially for the service industry with the similar products. The most critical point for business to succeed is not only the quality of products they supply, but also the atmosphere of cooperating and the amount from yield of teamwork in retail sales. The employees who always deal with customers and can realise what customers really need are first- line staff. Therefore, it turns to be essential for companies to motivate, reward and train their employees to be the best quality personnel.
    Starbucks began by three friends, Jerry Baldwin, Zev Siegl, and Gordon Bowker, who knew each other in the University of Seattle. In 1971, the first name of their store is "Starbucks Coffee, Tea and Spice" in Seattle, Washington’s Pike Place Market. Starbucks Corporation, the most famous chain of retail coffee shops in the world, mainly benefits from roasting, selling special coffee beans and various kinds of coffee or tea drinks. It owns about 4,000 branches in the whole world. Moreover, it has been one of the most rapidly growing corporations in America as well. The reasons why Starbucks is worldwide popular are not only the quality of coffee, but also its customer service and cozy environment. Starbucks established comfortable surroundings for people to socialise with a fair price, which attracts consumers of various ages to get into the stores. Besides, it is also noted for its satisfaction of employees.
    Starbucks is one of the optimal business models for cooperation and teamwork. Teamwork can not only construct a small social structure in organisation for employees to socialise, but also is a composite of various kinds of members who are equipped with different background of skill and knowledge on account of the mission. Each member plays an important role in the teamwork; therefore, everyone in that team can meet his need for getting acquainted with different colleagues and learn new skill from each other. Thus the definition of teamwork is a social system including more than three people in an organisation or context. These members identify others as one member of the: team and they have the same goal.
    The managers in Starbucks treat each workpeople equally and all of the staff are called ’ part-ners’, even the supervisors of each branch are so(ailed as well. In order to narrow the gap between managers and employees, they also co-work with the basic level staff in the front line. Due to this, they can maintain a good management system and create a much closer and more familiar atmosphere than other places, which makes not only employees enjoy their job but also customers affected by their enthusiasm.
    Starbucks has a well-organised communication channel for employees. It places a great importance on labours. For example, managers plan the working hours per worker and arrange the schedule of time off, and meet their requirements according to their wants. There are interviews every week to see what employees’ need is. A special survey called "Partner View Survey" is taken off approximately every two years. The managers can receive feedbacks through the event on which part should be improved or what issue should be paid more attention to.
    The partners have the right to figure out what is the best policy for them, and the directors show a respect for each suggestion. Starbucks even wants every employee to join in making and developing plans, then achieving their goals all together. As a result, the policies and principles are communicated between all staff, and there is no limitation in employees’ personal opinions. For this reason, business could improve, even innovate their strategies by different ideas.
The employees who can understand what customers really need are
选项 A、managers.
B、important staff.
C、supervisors.
D、best quality personnel.
答案B
解析 第一段讲述了随着全球化速度的加快，竞争愈演愈烈，拥有相似产品的服务行业更是如此。商家成功的关键不仅在于提供高质量的产品，而且合作环境和零售商的团队工作效率也很重要。直接与客户打交道并且熟知客户需要的雇员是一线工作人员。因此，公司有必要通过激励、薪酬和培训使他们成为最佳雇员。据此，可确定B项为正确选项。A、C、D项与文中内容不符，可排除。
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