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
TASK ONE—BUSINESS SUCCESS SECRETS •For questions 13—17, match the extracts with business success secrets, listed A—H. •For each
TASK ONE—BUSINESS SUCCESS SECRETS •For questions 13—17, match the extracts with business success secrets, listed A—H. •For each
admin
2010-01-31
27
问题
TASK ONE—BUSINESS SUCCESS SECRETS
•For questions 13—17, match the extracts with business success secrets, listed A—H.
•For each extract, choose business success secrets stated.
•Write one letter (A—H) next to the number of the extract.
A Honesty to your customers
B Training staff to be concerned about customers as we are
C Business to customer loyalty
D The customer is always right
E Providing true customer service
F Setting up a sales incentive program
G Tiering your customers
H Distributing free samples to customers
*
M: One of customer service secrets is to build business to customer loyalty. This is my number one customer service secret, and is by far the most important one. ! was taught about business to customer loyalty many, many years ago, before I started my own business, when I still worked as a hotel detective in a ritzy down town Calgary hotel. The hotel insisted that every one of us who had contact with their customers know the customer by his full name and, when possible, other personal or business information about him. When you can show concern about what matters to your customer, and you can bet on it, you’ve just acquired a customer for life.
F: We should provide true customer service. In today’s market environment, service has become a cliche and it seems like "everyone’s doing it". So, if everyone is doing it, why not jump ahead of the wolf pack by providing even more creative, personalized service to your customers than your competitors can? Nor is one type of customer service suitable for all your customers. Let’s say your advertised featured customer service is Home Delivery. The first customer may welcome this Home Delivery because it’s difficult for him to get out and shop in person. But your second customer may enjoy "window shopping" and carrying his purchases around with him as he goes from shop to shop.
M: We’d better be honest with your customers. If your customer even suspects that you are trying to pull something over on him, you can kiss that customer goodbye - permanently! Were you fortunate enough to purchase an item from a wholesaler at a discount price? Instead of being tempted to richly improve my bottom line, I usually pass that saving on to my customer. This will ingrain confidence in my customer so that, in the future, my customers will know where to come for real savings. In the long run, my bottom line will thank myself for having made this choice.
F: We should educate our staff to be equally as concerned about our customers as we are. Some years ago I went into a hardware store and asked the young summer student clerk for some rubber cement. "You mean, a tire patching kit?" "No, ’ I repeated. ’I want a bottle of rubber cement. "The kid obviously didn’t have a clue what I was talking about. However, rather than finding out what rubber cement is, he gave me a strange look, then turned his back and went on to serve another customer. Needless to say, after that incident I took all my hardware business elsewhere.
M: We should remember "The customer is always right." If a customer comes to you about a complaint, be very serious about how you handle it. Is the customer upset and angry? First, I calm him with words and action and show that I am serious about doing something to correct the problem. Even if it is obvious that he’s wrong, sometimes it’s better for repeat business to take the loss and compensate the customer. Then, when my customer is satisfied that his complaint has been properly addressed, thank him for bringing the problem to my attention. Remember, no amount of advertising can repair the damage done by failing to properly address a customer’s concern.
选项
答案
B
解析
转载请注明原文地址:https://kaotiyun.com/show/zkOd777K
本试题收录于:
BEC高级听力题库BEC商务英语分类
0
BEC高级听力
BEC商务英语
相关试题推荐
Whatisthepurposeofthisannouncement?
Whomostlikelyarethelisteners?
A、 B、 C、 D、 BThreepeoplearegettingoffthetrain.Choice(A)usesthesimilar-soundingwordplane
A、 B、 C、 D、 A从图片中人们在美术馆欣赏展览的画面可以联想到gallery(museum),people.pic-ture,appreciate.lookat几个单词和词组。(B)选项中paint
Whenistheflushingscheduledtobecompleted?
Whyisthecompanylayingsomanypeopleoff?
A、 B、 C、 C(A)重复使用conference一词,易造成误导,另外,wh一型疑问句不可以使用yes/no来回答。(B)重复使甩computer一词,易造成误导。(C)问题是询问会议室的电脑开着的原因,回答忘记关
Askingquestions询问
Conferenceprogramme
Theinterlocutorasksyouquestionsonanumberofwork-relatedandnonwork-relatedsubjects.
随机试题
汽车上异种钢的焊接一般运用__________方法。
在冷原子吸收光谱分析中,能将汞离子定量还原为金属汞原子的试剂为()。
Havingnolanguageinfantscannotbetoldwhattheyneedtolearn.Yetbytheageofthreetheywillhavemasteredthebasicstr
患者,女,48岁。右乳房发现肿块2个月。查体:右乳头抬高,右乳外上象限可扪及一个2~2.5cm肿块,质硬,表面不平,边界不清。应首先考虑的是
女性,19岁。头痛,呕吐1年余,继而出现复视。体检:两眼上视不能,外展受限,角膜反射迟钝。最可能的定位诊断是
某病人因特发性血小板减少性紫癜而入院,且长期应用糖皮质激素治疗,当病人询问护士此药常见不良反应时,回答不应包括下列哪一项
已知外纵墙的窗间墙截面为1200mm×240mm,采用蒸压灰砂砖MU10和M5的混合砂浆砌筑,钢筋混凝土大梁截面尺寸b×h=250mm×600mm,在梁端设置650mm×240mm×240mm预制垫块。由荷载设计值所产生的支座反力80kN,上部传来作用在
Withhermagicalfirstnovel,GarciajoinsagrowingchorusoftalentedLatinowriterswhosevoicesaresuddenlyreachingafar
为了准备六一儿童节全园体操表演,刘老师提前一个月组织幼儿反复训练,甚至缩短幼儿午睡及游戏时间。刘老师的做法()。
某省6个城中(A~F)之间的网络通信线路(每条通信线路旁标注厂其长度公里数)如图1-4所示。如果要将部分千兆通信线路改造成万兆通信线路,以提升各个城市网络之间的通信容量,则至少要改造总计(61)公里的通信线路,这种总公里数最少的改造方案共有(62)
最新回复
(
0
)