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 s
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
admin
2017-07-09
17
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 problems.
Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered (塞满了的) 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.
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
细节题。根据题干中的store managers often the last to hear complaints首先定位到第二段首句,其原因应在第二段寻找。第二段提到,顾客很少向经理或者零售店的老板投诉,相反,他们会提醒自己的朋友、亲戚、同事等。B项中的relate their unhappy experiences to people around them与原文的alert their friends,relatives,co一workers意思一致,故B项为正确答案。
转载请注明原文地址:https://kaotiyun.com/show/wkbZ777K
0
考研英语一
相关试题推荐
Expertisecanbesharedworldwidethroughteleconferencing,andproblemsindisputecanbesettledwithouttheparticipantsleav
TheU.S.SecretService,whichstudies"targetedviolence",providesinsightontheurgencyoftheneedinits2002"SafeSchool
Researchershaveestablishedthatwhenpeoplearementallyengaged,biochemicalchangesoccurinthebrainthatallowittoact
BernardBailynhasrecentlyreinterpretedtheearlyhistoryoftheUnitedStatesbyapplyingnewsocialresearchfindingsonthe
Manyphilosophershavearguedthatpeoplemakedecisionsaboutwhat’srightandwrongbasedonmoralprinciplesandrationaltho
Peoplewhoaredepressedareliterallysiekatheart:theyhaveasignificantlyincreasedriskforcardiovasculardisease,andn
Peoplewhoaredepressedareliterallysiekatheart:theyhaveasignificantlyincreasedriskforcardiovasculardisease,andn
Wemaintainthatingeneralafocusonpositiveinformationbenefitswell-being.However,thereareprobablyconditionswhenac
Wemaintainthatingeneralafocusonpositiveinformationbenefitswell-being.However,thereareprobablyconditionswhenac
Theideathatpeoplemightbechosenorrejectedforjobsonthebasisoftheirgenesdisturbsmany.Such【C1】______may,however,
随机试题
有助于扩张型心肌病与慢性肺源性心脏病鉴别的是
诊断支气管哮喘的主要依据是
超声的纵向分辨率是分辨前后两个点最小距离的能力,其理论计算值应是
原发性肝癌最常见的首发症状是
某男,57岁,一年来,频生白发,兼有遗精早泄、头眩耳鸣等症状,经医师诊断为肝肾不足所致,宜选用()。
下列何种国家侵权行为不能适用消除影响、恢复名誉、赔礼道歉的责任方式?()
会计机构负责人、会计主管人员移交时,必须将全部财务会计工作、重大财务收支和会计人员的情况等,向接替人员详细介绍。对需要移交的遗留问题,应当写出书面材料。()
经批准,股份有限公司在发行B股时,可以与承销商在包销协议中约定超额配售选择权。()
甲:今天早上我开车去上班时,被一警察拦住,并给我开了超速处罚单。因为当时在我周围有许多其他的车开得和我的车一样快,所以很明显那个警察不公平地对待我。乙:你没有被不公平地对待,因为很明显那个警察:不能拦住所有超速的司机。在那个时间、那个地点
ThePacificOceancoversmorethan166millionsquarekilometers(morethan64millionsquaremiles)--aboutone-thirdoftheea
最新回复
(
0
)