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
专升本
High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier said than done. Shopper
High-quality customer service is preached(宣扬)by many, but actually keeping customers happy is easier said than done. Shopper
admin
2016-03-05
67
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, 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(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.
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
在最后一段,作者从顾客的角度分析如何改善购物体验,第一句就提出了建议:filing complaints to the retailer,file作为动词,是“提出”,用在这里指向零售商投诉,抱怨,而retailer指的是商场主或经理。本题选择C。
转载请注明原文地址:https://kaotiyun.com/show/kHHC777K
本试题收录于:
英语题库普高专升本分类
0
英语
普高专升本
相关试题推荐
Mysonhasstartedtohangoutwiththewrongtypeofboys.HeisfifteenyearsoldanduntilrecentlyIhadalwaysbeengratefu
—Danny:Bob,canyousparemeafewminutesrightnow,Ihavetoaskyousomequestions.—Bob:______
Wasitbecausehewasill____heaskedforleave?
TherearemanyshopsinSingaporewherecustomersstillbargain,althoughpricesareclearlyshownonthegoods.Thereisnothin
Americansocietyisnotnap(午睡)friendly.Infact,saysDavidDinges,asleepspecialistattheUniversityofPennsylvaniaSchool
Americansocietyisnotnap(午睡)friendly.Infact,saysDavidDinges,asleepspecialistattheUniversityofPennsylvaniaSchool
Itiseveryoneagrees,ahugetaskthatthechildperformswhenhelearnstospeak,andthefactthathedoessoinsoshortap
除了闻起来都带有橘子味以外,这两种饮料实际上没什么共同之处。
Astronautsonshortershuttlemissions(使命)oftenworkverylongdays.Tasksarescheduledsotightlythatbreaktimesareoftenu
A.只有当拥有盈余时,农民才能持续地供养自己和家人。B.在双方签约后,各方应严格遵守本协议。C.必须承认,这些报道反映了很多不满情绪。D.尽管电子计算机有许多优点,可是它不能进行创造性工作,也不能代替人类。Itmustbeadmitted
随机试题
2006年7月1日,隆重举行青藏铁路通车庆祝大会的城市是( )
小微,女,23岁,误服灭鼠药物(磷化锌)后,被送至医院抢救,护士立即实施抢救工作。一次洗胃液的量以多少为宜
手术所采用的麻醉方法最合适的是腭裂术中凿断翼钩的目的是
亚金索地区是位于甲乙两国之间的一条山谷。18世纪甲国公主出嫁乙国王子时,该山谷由甲国通过条约自愿割让给乙国。乙国将其纳人本人国版图一直统治至今。2001年,乙国发生内乱,反政府武装控制该山谷并宣布脱离乙国建立“亚金索国”。该主张遭到乙国政府的强烈反对,但得
土地用途变更登记的意义在于()。
砂浆强度等级以边长7.070m立方体试块按标准条件养护多少天的抗压强度确定?[2000年第023题]
同一债权既有保证又有物的担保时,应优先执行物的担保,保证人仅对物的担保以外的债权承担保证责任。()
国务院于1991年6月1日颁布了《旅游投诉暂行规定》,并于1991年10月1日起实施。()
消除国际重复征税及外延扩大的基本原则是非居住国承认居住国优先行使居民管辖权。()
Thecouplewere______toeachotherbytheirinterestinclassicalmusic.
最新回复
(
0
)