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
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
admin
2012-06-10
41
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 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 problem. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered shelves, over-located 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 filling 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.
Shop owners often hire moonlighting police as parking attendants so that shoppers
选项
A、can stay longer browsing in the store.
B、won’t have trouble parking their cars.
C、won’t have any worries about security.
D、can find their cars easily after shopping.
答案
B
解析
由moonlighting police将答案锁定在第八段。该段首句提到,在购物高峰期,零售商通过雇用当地兼职警察来充当停车服务人员以解决停车问题,[B]的意思与原文一致,故为答案。
转载请注明原文地址:https://kaotiyun.com/show/rtmK777K
0
专业英语四级
相关试题推荐
InfrontSportsis
BritishPrimeMinisterTonyBlairseems
Ascientificdiscoveryisoftenmade【C1】______beforesomeoneisabletoputittouse.【C2】______,scientistsdiscoveredhow
Somepeoplebelievethatinternationalsportcreatesgoodwillbetweenthenations.Theythinkthatifcountriesplaygamestoget
DinersDinersareknownfor"comfortfood".Thiskindoffoodremindspeopleofthemealstheirmothersandgrandmothersm
Thatexperiencesinfluencesubsequentbehaviorisevidenceofanobviousbutneverthelessremarkableactivitycalledremembering
WinstonChurchillfirmly______hisannouncedaimofwinningthewar.
Thesharksarecircling.Havingbeatenoffoneprivateequitybid,theSainsburyfamilyisnowwrestlingwithanothertakeoverc
TravelersarrivingatHeathrowairportthisyearhavebeenmetbythesmelloffreshly-cutgrass,pumpedfromadiscreetcomerv
Inasurprisinginteractionatsea,hugewhalesharksfollowfishingnetsneartheislandofNewGuinea—andfishermendistribute
随机试题
任一层建筑面积大于()m2的商店、展览、财贸金融、客运和货运等类似用途的建筑,应设火灾自动报警系统。
如果公式不能正确计算出结果,单元格内将显示一个错误值。以下()表示公式中使用了Excel不能识别的文本。
患者排便时及排便后肛门剧烈疼痛,粪便表面有少量鲜血,应考虑为
从人的心理学、行为学、安全技术、采取安全措施、系统论的方面来看,职业健康安全问题包括()。
发展转型类指标包括()等。
比较法是一种常用的绩效考核方法,其采用的形式有()。
()是指保险人承担保险责任的最高限额。
改革开放以来,我国的社会工作表现出( )的特点。
根据以下情境材料,回答下列问题。农民工小林在外地打工,工地老板恶意拖欠小林的工资数万元后不见踪影,小林又和女友闹矛盾。现在小林情绪失控,爬上20层的塔楼楼顶想要跳楼,围观群众越聚越多,警方接到报警后赶赴现场。为了稳住小林的情绪,你在劝说小林的过程中,
A、Manystudentstrytostudythewholenightbeforeanexam.B、Sleepmayimprovememory.C、Examsmayharmmemory.D、Sleepcanim
最新回复
(
0
)