问题 口语交际,情景问答题

按要求为下面的报道拟“引题”和“主标题”。

___________________________________(引题,由两个短语构成)

_________________________________(主标题,不超过12个字)

本报讯 园林绿化一直走在内蒙古前列的包头市,日前宣布退出今年举行的第四次全国卫生大检查和卫生城市的评比活动。此项活动许多城市都很看重且积极参加。包头市曾连续两次参加并被评为“全国卫生模范城市”。此次市政府的决定确乎出人意料。

该市负责同志告诉记者,包头的卫生工作不以迎接大检查为目的,这是市委、市政府的共识。他还对记者说,包头地震后,城市建设有目共睹,但我们认为与“卫生模范城市”的标准还有差距,与其搞形式主义的“突击行动”,不如多做些实事。与争荣誉相比,让老百姓满意更为重要。

答案

引题:与其搞形式,不如多做实事;主标题:包头退出卫生城市评比。

阅读理解

阅读理解。

     High-quality customer service is preached(宣扬) by many, but actually keeping customers happy is easier said than done.

     Shoppers seldom complain to the manager or owner of retail store, but instead will alert their friends, relatives, co-workers, strangers and anyone who will listen.

     Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

     "Storytelling hurts retailers and entertains consumers." Said Paula Courtney, president of the Verde group. "The store loses the customer, but the shopper must also find a replacement."

     On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The

resulting "snowball effect" can be disastrous to retailers.

     According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.

     The most common complaints include filled parking lots, cluttered(塞满了的) shelves, overloaded racks, out-of-stock items, long check-out lines, and rude salespeople.

      During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty peaking spaces. This guidance got rid of the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

     Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, salespeople should be diplomatic and polite with angry customers.

      "Retailers who're responsive and friendly are more likely to smooth over issues than those who aren't

so friendly." Said professor Stephen Hoch. "Maybe something as simple as a greeter at the store entrance would help."

     Customers can also improve future shopping experiences by filing complaints to the retailer, instead of

complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

1. Why are store managers often the last to hear complaints?

A. Few customers believe the service will be improved.

B. Customers would rather relate their unhappy experiences to people around them.

C. Customers have no easy access to store managers.

D. Most customers won't bother to complain even if they have had unhappy experiences.

2. Shop owners often hire moonlighting police as parking attendants so that hoppers         .

A. can find their cars easily after shopping

B. won't have trouble parking their cars

C. can stay longer browsing in the store

D. won't have any worries about security

3.What contributes most to smoothing over issues with customers?

A. Design of the store layout.      

B. Hiring of efficient employees.

C. Manners of the salespeople.    

D. Huge supply of goods for sale.

4.To achieve better shopping experiences, customers are advised to        .

A. voice their dissatisfaction to store managers directly

B. shop around and make comparisons between stores

C. settle their disputes with stores in a diplomatic way

D. put pressure on stores to improve their service

多项选择题