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 a retail store(零售店), but instead
will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers
are often the last to hear complaints. "Storytelling hurts retailers and entertains consumers," said
Paula Courtney, President of the Verde group. "The store loses the customer, but the shopper mus
t also find a replacement."
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 sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting
local police to work as parking attendants to direct customers to empty parking spaces. Retailers
can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and
experienced cashiers, and having sales representatives on hand to answer questions. Most importantly,
sales people should be skillful and polite with angry customers.
"Retailers who're enthusiastic and friendly are more likely to smooth over issues than those who
aren't so friendly." said Professor Stephen Hoch. "Maybe something 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. Most shoppers won't complain even if they have had unhappy experiences.
B. Shoppers would rather tell their unhappy experiences to people around them.
C. Few customers believe the service will be improved after their complaints.
D. It is difficult for customers to have easy access to store mangers.
2. What does Paula Courtney imply by saying the underlined sentence in paragraph 2?
A. New customers are sure to replace old ones.
B. It is not likely the shopper can find the same products in other stores.
C. The same products can be bought in other retail stores.
D. Not complaining to the manager causes the shopper some trouble too.
3. 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 display.
4. To achieve better shopping experiences, customers are advised to ______.
A. put pressure on stores to improve their service
B. settle their disagreements with stores in a friendly way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores
