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
87
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.
Why are store managers often the last to hear complaints?
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
本题是问为什么商场经理总是最后才听到顾客的抱怨。根据题干信息词定位至原文第三段第一句。从其前面的一句话里我们看到:Shoppers seldom complain to the manager or owner of a retail store,hut instead will alert their friends,relatives,co-workers,strangers—and anyone who will listen.这一句给出了答案,要特别注意转折连词but instead,表示消费者很少直接投诉,他们更倾向的做法是提醒自己的亲朋好友,也就是选项[B]的同义替换。其他三个选项都属于主观臆测,文章中并没有提及。
转载请注明原文地址:https://kaotiyun.com/show/ege4777K
0
考研英语二
相关试题推荐
StudythefollowingdrawingcarefullyandWriteanessayinwhichyoushould:1)describethedrawing,2)interpretthemeaning
Oneofthequestionsthatiscomingintofocusaswefacegrowingscarcityofresourcesofmanykindsintheworldishowtodiv
Studythefollowingchartscarefullyandwriteanessayinwhichyoushould:1)describethechartsbriefly,2)interpretthec
Accordingtothepassage,thefactthatyoungpeopleseemtobelosinginterestinscience______.Whichofthefollowingstate
WhichofthefollowingbestdescribestheAmerica’seconomicsituation?Howdoesmonetarypolicyofferhelpforweakeconomica
Youstillneedsomesubstantialexamples______supportofyourargument,orfewpeoplewillbelieveinyouridea.
Conveniencefoodhelpscompaniesbycreatinggrowth;butwhatisitseffectonpeople?Forpeoplewhothinkcookingwasthefoun
Workingatnonstandardtimes—evenings,nights,orweekends—istakingitstollonAmericanfamilies.One-fifthofallemployedAm
Workingatnonstandardtimes—evenings,nights,orweekends—istakingitstollonAmericanfamilies.One-fifthofallemployedAm
Whenitcomestotheeconomy,pessimismisinandgoodoldAmericanoptimismisout.Fromtheheadlinesinthenewspaperstothe
随机试题
A.清骨散B.犀角地黄汤C.清营汤D.青蒿鳖甲汤E.三黄泻心汤养阴透热的方剂是
下列关于财政政策的说法中,错误的是()。
下列属于工程质量事故处理方案的辅助方法的有()。
在影响工业建设项目工程造价的主要因素中,下列不属于空间组合的是()。
上海中北制药有限责任公司2009年6月有关账户期初余额如下:6月份发生经济业务如下:(1)5日,从银行提取现金3000元,以备发放工资。(2)8日,用转账支票购入生产运输用卡车一辆,计250000元。(3)15日,大唐生物科技有限公司用价值300
下列各项中。应通过“应付账款”账户核算的有()。
2016年年初,甲股份有限公司(以下简称甲公司)所有者权益总额为3000万元,其中股本800万元,资本公积1600万元,盈余公积300万元,未分配利润300万元,甲公司适用的所得税税率为25%。2016年甲公司发生如下事项:(1)1月13日,甲公司委托证
Publicimagereferstohowacompanyisviewedbyitscustomers,suppliers,andstockholders,bythefinancialcommunity,bythe
下列关于绿色枫叶变成红色枫叶说法错误的是:
ThetreatmentofthegypsypopulationoftheUnitedKingdomisdisgraceful.Localauthoritiesareslowtoprovidepermanentsite
最新回复
(
0
)