- 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: Why are store managers often the last to hear complaints?() - 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
扫码下载亿题库
精准题库快速提分
参考答案
【正确答案:B】
原因题。本题是要找出为什么商家总是最后才发现客户流失的。在题干信息词定位处前面的一句话里我们看到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.这一句给出了答案,特别注意转折连词but instead,表示消费者很少直接投诉,他们更倾向的做法是提醒自己的亲朋好友,也就是选项B. Customers would rather relate their unhappy experiences to people around them.的同义替换。其他三个选项都有主观猜测的迹象,是文章中并没有出现的新信息。
您可能感兴趣的试题
- 1 【单选题】Why should anyone want to read( )of books by great authors when the real pleasure comesfrom reading the originals?
- A 、themes
- B 、insights
- C 、digests
- D 、leaflets
- 2 【单选题】To the finalists,( ) , the last high jump was the most exciting.
- A 、Bob and I
- B 、Bob and me
- C 、Bob with me
- D 、I with Bob
- 3 【单选题】Tom died last summer.Tom always( )reading poems to his family.
- A 、liked
- B 、like
- C 、was liking
- D 、likes
- 4 【单选题】Those students are often seen( )in the field.
- A 、to play football
- B 、play football
- C 、to play the football
- D 、playing football
- 5 【单选题】I wish( )to Stockholm when I was in Sweden.I hear it's a beautiful city.
- A 、I went
- B 、I had gone
- C 、I have gone
- D 、having gone
- 6 【阅读理解A】 Why didn't the government's expansion programme work very well?()
- A 、Because the farmers were uncertain about the financial support the government guaranteed
- B 、Because the farmers were uncertain for the benefits of expanding production
- C 、Because the farmers were uncertain whether foreign markets could be found for their produce
- D 、Because the older generation of farmers were strongly against the programme
- 7 【阅读理解A】 According to the last paragraph, which of the following is NOT true?()
- A 、Nobody benefits from tipping in the case of restaurant
- B 、Waiters are not motivated from tipping
- C 、Tipping does not benefit management of the restaurant
- D 、Tips should go into the decent wages of service people
- 8 【阅读理解A】Why can Sarah Palin’s makeup artist get higher salary?()
- A 、The cost of elective cosmetic surgery presents a surging tendency
- B 、Sarah Palin was scorned for her unattractive look by the media
- C 、It is an inevitable social phenomenon
- D 、The bias of looks makes celebrities pay more attention to their appearances
- 9 【阅读理解A】 Which of the following statement is TRUE according to the last paragraph?()
- A 、Memories are part of the cognitive functions of the brain
- B 、Memories created during the daytime are usually fragile and impaired
- C 、You are likely to lose your memories of yesterday after a night’s sleep
- D 、Long-term memory cannot be formed without dream-sleep
- 10 【阅读理解A】In what way has the job of the store manager changed?
- A 、He doesn’t sell tea and washing-powder any more.
- B 、There are fewer people coming to the shop.
- C 、He has to deal with a much larger staff.
- D 、His assistants have fewer problems.
热门试题换一换
- They have always regarded a man of()and fairness as a reliable friend.
- A number of students()in flats, and others live in the nearby holiday resorts, where there is areasonable supply of competitively priced accommodation.
- 某单位春季植树100棵,前2天安排乙组植树,其余任务由甲、乙两组用3天完成。已知甲组每天比乙组多植树4棵,则甲组每天植树()。
- 某班学生全都是足球迷。在2014年世界杯足球赛期间,所有支持阿根廷队的学生都不支持德国队,凡是支持阿根廷队的学生也都不支持巴西队。有些支持美国队的学生支持阿根廷队,有些支持美国队的学生支持德国队,有些支持美国队的学生支持巴西队。 如果以上陈述为真,以下哪一项关于该班学生的陈述必然为真()。
- 在临顿公司,某员工如果一个月能有四天或以上加班,就能够获得超额奖,除非当月该员工有迟到现象。 根据以上陈述,可以推知,在临顿公司关于员工的规定以下哪项为真()。
- 过度工作和压力不可避免地导致失眠症。森达公司的所有管理人员都有压力。尽管医生已经提出警告,但大多数的管理人员每周工作仍然超过60小时,而其余的管理人员每周仅工作40小时。只有每周工作超过40小时的员工才能得到一定的奖金。 以上的陈述最强地支持下列哪项结论()。
- 某县县委关于下周一几位领导的工作安排如下: (1)如果李副书记在县城值班,那么他就要参加宣传工作例会; (2)如果张副书记在县城值班,那么他就做信访接待工作; (3)如果王书记下乡调研,那么张副书记或李副书记就需在县城值班; (4)只有参加宣传工作例会或做信访接待工作,王书记才不下乡调研; (5)宣传工作例会只需分管宣传的副书记参加,信访接待工作也只需一名副书记参加。 根据上述工作安排,可以得出以下哪项()。
- 方程有实根。() (1)a,b,c是三角形的三边长 (2)a,c,b等差
- The debate over the EU’s single currency is stuck because the dominant powers().
亿题库—让考试变得更简单
已有600万用户下载