- 阅读理解A
题干：High-qualitycustomerserviceispreachedbymany,butactuallykeepingcustomershappyiseasiersaidthandoneShoppersseldomcomplaintothemanagerorownerofaretailstore,butinsteadwillalerttheirfriends,relatives,co-workers,strangers-andanyonewhowilllisten.Storemanagersareoftenthelasttohearcomplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheircompetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool.“Storytellinghurtsretailersandentertainsconsumers,”saidPaulaCourtney,PresidentoftheVerdegroup.”thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”Onaverage,everyunhappycustomerwillcomplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoreduetonegativereviews.Theresulting“snowballeffect”canbedisastroustoretailers.Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems,rankedsecondandthirdweregroceryandelectronicscustomers.Themostcommoncomplaintsincludefilledparkinglots,cluttered(塞满了的)shelves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlightinglocalpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptyparkingspaces.Thisguidanceeliminatedtheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonhandtoanswerquestions.Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.”saidProfessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentrancewouldhelp.”Customerscanalsoimprovefutureshoppingexperiencesbyfilingcomplaintstotheretailer,insteadofcomplainingtotherestoftheworld.Retailersarehard-pressedtoimprovewhentheyhavenoideawhatiswrong.
题目： What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?（） - 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
- D 、Not complaining to the manager causes the shopper some trouble too
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参考答案【正确答案：C】
词义句义题。根据本句所在的位置，不难看到某一个商店因为让顾客不满而失去该客户，但是客户还是会找到别的商店消费，replacement本身就表示替代物，证明消费者在不同的商店还是可以找到类似的东西，所以选项C. Most stores provide the same是正确的。A选项偏题，B和D选项都在说客户改变商家很难找到替代物或者给自己也添麻烦，不符合文章传达的信息。
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