MBA考试
报考指南 考试报名 准考证打印 成绩查询
考试科目
考试题库

重置密码成功

请谨慎保管和记忆你的密码,以免泄露和丢失

注册成功

请谨慎保管和记忆你的密码,以免泄露和丢失

首页 MBA考试 题库 正文
  • 阅读理解B
    题干:ForthousandsofCanadians,badserviceisneithermake-believenoramusing.Itisanaggravatingandworseningreal-lifephenomenonthatencompasses(包含)behaviorsrangingfromindifferenceandrudenesstonakedhostilityandevenphysicalviolence.Acrossthecountry,betterbusinessbureausreportalengtheninglitanyofcomplaintsaboutcontractors,cardealers,andrepairshops,movingcompanies,airlinesanddepartmentstores.Thereisalmostanadversarial(对抗的)feelingbetweenbusinessesandconsumers.Expertssaythereareseveralexplanationsforillfeelinginthemarketplace.Oneisthatcustomerservicewasanearlyandinevitablecasualtywhenretailersrespondedtobrutalcompetitionbyreplacingemployeeswithtechnologysuchas1-800numbersandvoicemail.Anotherfactoristhatbusinesseshavegenerallybeguntoplacemoreemphasisongettingcustomersthanonkeepingthem.Stillanotheristhatstrident,frustratedandimpatientshoppersvex(使生气)shopownersandmakethemevenlesshospitable-especiallyatbusiertimesoftheyearlikeChristmas.Onbothsides,simplecourtesyhasgonebytheboard.Andforamultitudeofconsumers,servicewentwithit.TheBetterBusinessBureauatVancouvergets250complaintsaweek,twiceasmanyasfiveyearsago.Thebureauthenhadonecomplaintscounselorandnowhasfour.Peoplecomplainaboutbeinginsulted,havingtheirintelligenceandintegrityquestioned,andbeingthreatened.Onewillhearaboutpeoplebeinghauledalmostbodilyoutthedoorbysomebodysayingthingslike“Idon'thavetoserveyou!”or“Thisisprivateproperty,getoutanddon'tcomeback!”Whatcancustomersdo?Ifthebureau'sarbitration(仲裁)processfailstosettleadispute,acustomer'sonlyrecourseistosueinclaimscourt.Butbecauseofthecostsandtimeittakes,relativelyfeweverdo.Thereisalotofsupportforthenotionthatservicehas,inpart,fallenvictimtogenerationalchange.Manyyoungpeopleregardretailingasjustabead-endjobthatyou'rejustgoingtodotemporarilyonyourwaytoarealjob.Youngclerksoftenlackbothknowledgeandcivility.Employershavetotrainyoungpeopleinsimplemannersbecausethatisnotbeingdoneathome.Salespeopletoday,especiallytheyoungerones,havegrownupinatelevision-computersocietywherethey'veinteractedlargelywithmachines.Oneofthebiggestcomplaintsfrombusinessesaboutgraduatesisthelackofinter-personalskills.Whatcustomersreallywantisaccess.Theywanttogetthroughwhentheycall,theydon'twantbusysignals,theydon'twantinteractivesystemstellingthemtopushoneforthisandtwoforthattheydon'twantvoicemail.Andifcustomersdonotgetwhattheywant,theydefect.Somepeoplegobacktolocalsmallbusinesses:theAsiangreengrocer,aGreekbakerandaGreekfishmonger.Theydon'twearnametags,butonegetstoknowthem,allbyname.
    题目:What customers really want is that
  • A 、business always emphasized themaintenance of customers.
  • B 、they can directly get the service they need.
  • C 、few customers will appeal to claims court.
  • D 、impoliteness is a kind of bad service.
  • E 、theyregard retailing as a temporary job.
  • 、they have spent much time on TV and computers.
  • 、shoppers are usually strident, frustrated and impatient.

扫码下载亿题库

精准题库快速提分

参考答案

【正确答案:B】

根据题干定位到末段首句,根据首句中的access(接近……的机会),以及第二句They want to get through when they call, they don't want busy signals, 可以确定消费者真正想要的是直接获得他们想要的服务,故B选项为正确答案。

您可能感兴趣的试题
热门试题 换一换

亿题库—让考试变得更简单

已有600万用户下载