首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
考研
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done. Shoppers s
admin
2016-01-10
47
问题
High-quality customer service is preached by many, but actually keeping customers happy is easier said than done.
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.
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 others, 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, over-located 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(业余兼职的)local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance eliminated 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 filling 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.
Why are store managers often the last to hear complaints?
选项
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.
答案
B
解析
细节题。根据题干中的store managers often the last to hear complaints首先定位到第二段首句,其原因应在第二段寻找。第二段提到,顾客很少向经理或者零售店的老板投诉,相反,他们会提醒自己的朋友、亲戚、同事等。B项中的relate their unhappy experiencesto people around them与原文的alert their friends,relatives,co-workers意思一致,故B项为正确答案。
转载请注明原文地址:https://jikaoti.com/ti/IwZ7FFFM
0
考研英语一
相关试题推荐
Duringthepast34years,wagesforeveryoneatorbelowthe30thpercentileoftheincomedistributionhaveessentiallybeenfl
Google,whichdominatesmuchoflifeontheInternet,hasbeentryingtoexpandbeyondcomputersandtelephonestolivingrooms,
Writealettertothepresidentofyourcollegeabouttheunpleasantconditionsoftheuniversitydormitory,andsuggestingposs
Weareallfamiliarwiththephrase"monkeysee,monkeydo"—buthaveweactuallythoughtaboutwhatitmeans?Overthelasttwo
TheWaltDisneyCo.yesterdayannouncednewguidelinesforsourcingpaperusedinitspopularlinesofproductsandpackaging,c
Whilefashionisthoughtofusuallyinrelationtoclothing,itisimportanttorealizethatitcoversamuchwiderdomain.Iti
Mysteriousnight-shiningcloudsthatlightupthepolarskieshavebecomemoreshiningandfrequentinrecentyearsandclimate
WhyaretheOlympicGamessoimportant?ToanswerthesequestionsweneedtogobackinhistorytofindthemeaningoftheOlymp
WhenGeorgeBushleftthepresidencyonJanuary20th,manyAmericanswerekeentoturnthepage.Theyhavewarmlywelcomedanew
随机试题
相去万余里,各在天一涯。去:天一涯:
卡托普利属于
从投资机会的触发因素来看,主题投资可分()。Ⅰ.宏观性主题Ⅱ.事件性主题Ⅲ.制度性主题Ⅳ.产业性主题
增加国民消费300元比降低税收300元对GDP的影响程度()。
教育行政等部门和学校应当根据需要,制定应对各种灾害、传染性疾病、食物中毒、意外伤害等突发事件的预案,配备相应设施并进行必要的演练,增强未成年人的()。
影响人的发展的可能性因素有()。
Smokingisagreatercauseofdeathanddisabilitythananysingledisease,saystheWorldHealthOrganization.Accordingtothe
TheUniversityofSouthernCaliforniahasthelargestnumberofinternationalstudentssince
【S1】【S4】
Today,mostcountriesintheworldhavecanals.Manycountrieshavebuiltcanalsnearthecoast,andparallel【C1】______thecoast
最新回复
(
0
)