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
自考
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
High-quality customer service is preached (宣扬) by many, but actually keeping customers happy is easier said than done. Shopp
admin
2022-07-19
21
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. Banked 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.
Betailers 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.
" Betailers 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. Betailers are hard-pressed to improve when they have no idea what is wrong.
What does Paula Courtney imply by saying "…the shopper must also find a replacement" (Line 2, Para. 4)?
选项
A、New customers are bound to replace old ones.
B、It is not likely the shopper can find the same products in other stores.
C、Most stores provide the same kind of service.
D、Not complaining to the manager causes the shopper some trouble too.
答案
D
解析
句意理解题。第四段主要说明顾客不向零售商投诉而是向周围的人抱怨其不好的购物经历的影响,结合but前的句子“商店会失去顾客”可推断出,保拉.卡特内说“顾客也必须找到替代的商店”意在说明,不向零售商投诉也会给顾客带来不便和麻烦。故选D。
转载请注明原文地址:https://kaotiyun.com/show/t5rx777K
本试题收录于:
英语阅读(一)题库文史类分类
0
英语阅读(一)
文史类
相关试题推荐
Ifitwereonlynecessarytodecidewhethertoteachelementarysciencetoeveryoneonamassbasisortofindthegiftedfewan
"Outthroughthatwindow,exactlythreeyearsago,【C1】______.Theynevercameback.Incrossingthecountrytotheshooting-gr
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Prometheuswashappytobeofservicetoman.Hetaughtpeople【C1】______.Hetaughtthemhowtoplantandgrowtheirownfood,
Newtechnologylinkstheworldasneverbefore.Ourplanethasshrunk.It’snowa"globalvillage"wherecountriesareonlysecond
Newtechnologylinkstheworldasneverbefore.Ourplanethasshrunk.It’snowa"globalvillage"wherecountriesareonlysecond
Inrecentyears,Israeliconsumershavegrownmoredemandingasthey’vebecomewealthierandmoreworldlywise.Foreigntraveli
Actually,hedidlikesomething:hisbusiness.(63)Theproblemwasthatwhilehewasstillafabulouslywealthyman,hehadrec
Interestinpursuinginternationalcareershassoaredinrecentyears,enhancedbychronic(长久的)personnelshortagesthatareca
随机试题
A.胃大弯B.胃小弯C.胃窦D.十二指肠前壁E.十二指肠后壁十二指肠溃疡穿孔多位于
护理组织文化的核心为
A.脾破裂B.消化道出血C.阑尾炎D.结肠破裂E.胃破裂可出现膈下游离气体的是
行政机关不得委托()实施行政处罚。
风险最高的基础性金融产品是()。
商标注册人张某有证据证明娄某正在实施侵犯其注册商标专用权的行为,如不及时制止将会使其合法权益将受到难以弥补的损害。根据商标法及相关规定,张某可以依法在起诉前向人民法院申请采取下列哪些措施?
国家旅游局把发展红色旅游确定为2005年的旅游主题。国内以革命旧址和红色根据地为主要参观内容的红色旅游景区在今年都迎来了大批游客。陕西是全国红色旅游开展较早的省份之一,形成了以延安革命旧址、西安事变旧址等为代表的红色旅游品牌形象,在国内外享有很高声誉。
请简述儿童身长的测量方法与注意事项。
全身最复杂的关节是()。
11,21,32,56,()
最新回复
(
0
)