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
48
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.
To achieve better shopping experiences, customers are advised to
选项
A、exert pressure on stores to improve their service.
B、settle their disputevS 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
本题问为了有更好的购物体验,顾客应当怎么做,因此将答案锁定在文章末段。该段首句提到,顾客也可以通过向零售商投诉来改善以后的购物体验。[C]的内容与原文中的filling complaints to the retailer一致,故答案为[C]。
转载请注明原文地址:https://kaotiyun.com/show/wtmK777K
0
专业英语四级
相关试题推荐
Accordingtothepassage,itisnoteasytogetseal
Jealousytypicallyreferstothethoughts,feelings,andbehaviorsthatoccurwhenapersonbelievesavaluedrelationshipisbe
OfficialssaywaterlevelsalongtheBrahmaputraRiverstillareatdangerouslevelsalthough______.
Menseemtohavealwaystakenaninterestinmeteorites,butnotuntiltheearlynineteenthcenturyweretheseobjectsconsidere
Ididn’tsayanythinglikethatatall.Youarepurposely______myideastoproveyourpoint.
Thetravelers______theirjourneyafterashortbreak.
Thesharksarecircling.Havingbeatenoffoneprivateequitybid,theSainsburyfamilyisnowwrestlingwithanothertakeoverc
Didhegiveyouanything______theletter?
TravelersarrivingatHeathrowairportthisyearhavebeenmetbythesmelloffreshly-cutgrass,pumpedfromadiscreetcomerv
Inasurprisinginteractionatsea,hugewhalesharksfollowfishingnetsneartheislandofNewGuinea—andfishermendistribute
随机试题
三相五线制相线A、B、C,零线N,保护接地线PE的标准导线颜色顺序是()。
动物失水的主要途径是皮肤蒸发、呼吸失水和______。
临床上,腰椎间盘突出的主要原因是
分子中含有咪唑并吡啶结构的药物是分子结构中含有苯磺酰胺结构的药物是
A.敏感化作用B.拈抗作用C.无关作用D.增加毒性E.增加疗效磷霉素使细菌细胞壁受损变薄利于阿莫西林进入菌体属于
A公司为增值税一般纳税人,对购入原材料采用计划成本核算。甲材料计划单位成本为每吨210元。A公司购入的甲材料专门用于生产C产品。2015年11月和12月发生如下与甲材料相关的经济业务:(1)11月初,“原材料”账户余额为21000元,“材料成本差异”
根据“了解客户”原则,客户由他人代理办理业务的,银行只需对代理人的身份证明文件进行核对并登记。()
下列各项中,有可能导致企业采取高股利政策的有()。
社区工作的目标中属于实现过程目标的是()。
梁朝简文帝诗云:“紫燕跃武,赤兔越空。”两句中赤兔指良马,紫燕亦指良马。李善注谢灵运诗云:“文帝自代还,有良马九匹,一名飞燕骝。”在古代,武威铜马足下的飞燕无疑是用来比喻良马之神速。这种造型让人一看便知其意,所以铜马应直截了当取名为“紫燕骝”或“飞燕骝”,
最新回复
(
0
)