- 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 contributes most to smoothing over issues with customers?（） - A 、Manners of the salespeople
- B 、Hiring of efficient employees
- C 、Huge supply of goods for sale
- D 、Design of the store layout
扫码下载亿题库
精准题库快速提分
参考答案【正确答案：A】
原因题。这里的解题要点在于发现题干中的明确要求What contributes most，即要找出最奏效的方案，虽然文章中提到了很多的问题，很多的解决途径，但是最关键的方式才是本题要找的信息，所以原文中能够传递最高级的信息才是大家需要关注的地方。当我们看到原文中出现Most importantly,的表达，就应该知道其后所跟随的内容才是答案所在地，根据后面的内容不难看出，be diplomatic and polite是解决问题的关键，而这一信息与选项A最对应。
您可能感兴趣的试题- 1 【英译汉】In the midst of it comes unexpectedly over the radio the announcement of the President of the United States declaring a state of emergency for suspected enemy missiles approaching.
- 2 【英译汉】 In our culture, the sources of what we call a sense of “mastery”— feeling important and worthwhile — and the sources of what we call a sense of“pleasure” — finding life enjoyable — are not always identical. Women often are told “You can’t have it all.” Sometimes what the speaker really is saying is:“You chose a career, so you can’t expect to have closer relationships or a happy family life.” or “You have a wonderful husband and children—What’s all this about wanting a career?” Our study shows that, for women, well-being has two dimensions. One is mastery, which includes self-esteem, a sense of control over your life, and low levels of anxiety and depression. Mastery is closely related to the“doing” side of life, to work and activity. Pleasure is the other dimension, and it is composed of happiness, satisfaction and optimism. It is tied more closely to the “feeling” side of life. The two are independent of each other. A woman could be high in mastery and low in pleasure, and vice versa.
- 3 【阅读理解A】 What is most wives' main expectation of their husbands?（）
- A 、Talking to them
- B 、Talking to them
- C 、Supporting their careers
- D 、Sharing housework
- 4 【阅读理解A】 What does Kim Stephenson believe? （）
- A 、Men and women view money in different ways
- B 、Money is often a symbol of a person's status
- C 、Men and women spend money on different things
- D 、Money means a great deal to both men and women
- 5 【英译汉】 Most people would define optimism as being endlessly happy, with a glass that’s perpetually half fall. But that’s exactly the kind of false cheerfulness that positive psychologists wouldn’t recommend. “Healthy optimism means being in touch with reality.” says Tal Ben-Shahar, a Harvard professor. According to Ben-Shalar, realistic optimists are these who make the best of things that happen, but not those who believe everything happens for the best. Ben-Shalar uses three optimistic exercises. When he feels down—say, after giving a bad lecture—he grants himself permission to be human. He reminds himself that not every lecture can be a Nobel winner; some will be less effective than others. Next is reconstruction. He analyzes the weak lecture, learning lessons, for the future about what works and what doesn’t. Finally, there is perspective, which involves acknowledging that in the grand scheme of life, one lecture really doesn’tmatter.
- 6 【阅读理解A】What is the most important factor that leads to the rise in living standards of average people?
- A 、Labor unions.
- B 、Minimum-wage laws.
- C 、Rising productivity.
- D 、Favorable public policy.
- 7 【阅读理解A】What is most unusual about American society?
- A 、Many Americans acquire guns illegally.
- B 、Ordinary people can possess guns legally.
- C 、The average citizen does not try to possess guns.
- D 、Many school children carry guns legally.
- 8 【阅读理解A】What surprised Bovis most about the inside of the pyramid was that_____.
- A 、it was full of rubbish and dead animals
- B 、it was extremely humid yet the dead animals had not rotten there
- C 、it was visited by so many tourists who littered casually
- D 、it helped to turn the pharaohs into mummies
- 9 【阅读理解A】What is the chief concern of most governments when it comes to scientific research?
- A 、Support from the voters.
- B 、The reduction of public expenditure.
- C 、Quick economics returns.
- D 、The budget for a research project.
- 10 【阅读理解A】What does the author mean by “most people are literally having a ZZZ" (line 2，Para.5 )?
- A 、They are getting impatient.
- B 、They are noisily dozing off.
- C 、They are feeling humiliated.
- D 、They are busy with word puzzles.
热门试题换一换
- Franklin D.Roosevelt argued that the depression stemmed from the American economy's（）flaws.
- 在一次冷餐会上，甲喜欢吃甜食，乙喜欢吃的都是甜食，丙喜欢吃所有甜食。蔬菜色拉不是甜食，但是水果布丁是甜食。 根据以上条件，可以推知以下哪项为真（）。
- 从一组7个人：吉姆、凯特、劳伦斯、马丁、南希、皮特和艾伦中恰好选出4个去参加某外交官的退休宴会。对出席人员的选择必须遵循以下条件： （1）要么吉姆被选，要么凯特被选，但两人不能同时被选； （2）要么南希被选，要么皮特被选，但两人不能同时被选； （3）若南希被选时，劳伦斯肯定被选； （4）若艾伦被选时，凯特肯定被选。 若下面哪一对人入选，则可以去参加退休宴会的4人组只有一组（）。
- 国产影片《英雄》显然是前两年最好的古装武打片。这部电影是由著名导演、演员、摄影师、武打设计师和服装设计师参与的一部国际化大制作的电影，票房收入明显领先说明观看该片的人数远多于进口的美国大片《卧虎藏龙》的人数，尽管《卧虎藏龙》也是精心制作的中国古装武打片。 为使上述论证成立，以下哪项是必须假设的（）。 Ⅰ.国产影片《英雄》和美国影片《卧虎藏龙》的票价基本相同； Ⅱ.观众数量是评价电影质量的标准； Ⅲ.导演、演员、摄影师、武打设计师和服装设计师的阵容是评价电影质量的标准。
- 已知直线ax-by+3=0（a>0，b>0）过圆的圆心，则ab的最大值为 （）。
- 等边三角形的面积是，则它的周长是（）。
- 可以确定一个长方体的体积。（） （1）已知长方体的全面积 （2）已知长方体的体对角线的长
- It can be inferred from the passage thatpeople's views on beauty are often（）.
- 根据下述材料，写一篇700字左右的论说文，题目自拟。 手握一滴水 一滴水里有阳光的谱系图 有雪的过去和未来式 有大陆架和沙漠 有人的生命…… 我手握一滴水 就是握着一个世界 但一个小小的意外，比如一个趔趄 足以丢失这一切
- When hearing the voices from the famous writers of a long dead past, the author_____.
亿题库—让考试变得更简单
已有600万用户下载
XA41Q