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
89
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.
What contributes most to smoothing over issues with customers?
选项
A、Manners of the salespeople.
B、Hiring of efficient employers.
C、Huge supply of goods for sale.
D、Design of the store layout.
答案
A
解析
倒数第三段提到,“最重要的是,销售人员应该对怒气冲冲的顾客应对自如且不失礼仪”,即销售人员的行为方式和态度最重要,故答案为[A]。倒数第二段提到的“能够及时响应且态度友好的零售商更有可能平息事端”也说明了这一点。其余三项在倒数第四段提到,但不是最重要的因素。
转载请注明原文地址:https://kaotiyun.com/show/utmK777K
0
专业英语四级
相关试题推荐
DecadesafterMarilynMonroe’sdeath,therewasaburstofspeculationaboutwhatshemighthavebeendoingif(anditisavery
Accordingtothepassage,itisnoteasytogetseal
Hemasthavehadanaccident,orhe______now.
WhenshouldthemancheckwithStudentServicestoensurethechangeofregistrationdate?
Somepeoplebelievethatinternationalsportcreatesgoodwillbetweenthenations.Theythinkthatifcountriesplaygamestoget
Fuelscarcitiesandpriceincreases______automobiledesignerstoscaledownthelargestmodelsandtodevelopcompletelynewl
TheUnitedStatesiswell-knownforits【C1】______ofmajorhigherhighwaysdesignedtohelpa【C2】______getfromoneplaceto
Thegirl’s______choiceoffriendsgotherintotrouble.
Inasurprisinginteractionatsea,hugewhalesharksfollowfishingnetsneartheislandofNewGuinea—andfishermendistribute
Thereceptionwasattendedby______membersofthelocalcommunity.(2006年考试真题)
随机试题
Windows是一个交互式的系统,用户和()之间通过对话框来进行各种对话。
A.心悸,气喘,胸闷,脉结B.咳嗽,咯痰,胸闷,气喘C.畏冷,肢凉,舌胖,脉迟D.浮肿或久泄,完谷不化上述哪项为阳虚证的共有症
急性心肌梗死时,最先恢复正常的酶是
良心在医务人员的行为过程中具有
美术课堂讨论的主要作用有哪些?
某汽车坐垫加工厂生产一种汽车坐垫,每套的成本是144元,售价是200元。一个经销商订购了120套这种汽车坐垫,并提出:如果每套坐垫的售价每降低2元,就多订购6套。按经销商的要求,该加工厂获得最大利润需售出的套数是()。
A、 B、 C、 D、 B
人民政协是具有中国特色的制度安排,是社会主义协商民主的重要渠道和专门协商机构。人民政协工作要
PassiveSmokingIsWorkplaceKillerPressuremountedonBritainonMondaytotakeactionon(51)smokingwithnewresearchs
LookatthestatementsbelowandatthefiveextractsfromanarticleaboutInnovation.Whicharticle(A,B,C,DorE)doeseach
最新回复
(
0
)