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
2014-11-24
25
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.
To achieve better shopping experiences, customers are advised to______.
选项
A、exert pressure on stores to improve their service
B、settle their disputes with stores in a diplomatic way
C、voice their dissatisfaction to store managers directly
D、shop around and make comparisons between stores
答案
C
解析
细节题。根据题干中的better shopping experiences将本题出处定位到末段首句。该句指出,顾客也可以通过向零售商投诉来改善今后的购物体验,C项的内容和原文中的fillingcomplaints to the retailer一致,故为正确答案。
转载请注明原文地址:https://jikaoti.com/ti/UPMRFFFM
0
考研英语一
相关试题推荐
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Moneyisakeyelementineconomicandbusinessactivitiesandhasbeenthethemeofmanywittyremarks.BenjaminFranklinonce
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
Musiccomesinmanyforms;mostcountrieshaveastyleoftheirown.【C1】______theturnofthecenturywhenjazz(爵士乐)wasborn,
Itisnolongerjustdirtyblue-collarjobsinmanufacturingthatarebeingsuckedoffshorebutalsowhite-collarservicejobs,
"Itisanevilinfluenceontheyouthofourcountry."Apoliticiancondemningvideogaming?Actually,aclergymandenouncingr
随机试题
A.TTGACAB.TATAATC.TATAD.AATAAA真核生物Hogness盒序列是指
髁状突颈部骨折常伴有()
建设工程监理工作中,动态跟踪项目执行情况并处理好工程索赔等事宜,属于目标控制的()措施。
钢结构焊接验收时,二级焊缝不得有()等质量缺陷
阿拉瓜利河位于巴西亚马孙河流域的北部,注入大西洋,全长只有220千米,下游河道宽约2千米,且河床较浅,沿河多沼泽。在特定时间,河口会出现涌潮。浩浩荡荡的潮水从河口沿河道逆流而上60千米,时速30余千米,潮高可达2~4米。下图示意阿拉瓜利河的中下游位置。据此
学生初学英文字母时,常常将其读成汉语拼音。这属于()。
根据下列资料,回答问题。2013年全国社会物流总额197.8万亿元,同比增长9.5%,增幅比上年回落0.3个百分点。分季度看,一季度增长9.4%,上半年增长9.1%,前三季度增长9.5%。其中,工业品物流总额181.5万亿元,同比增长9.7%,增
在不同历史条件下,人们报效祖国的方式往往是不同的。不论以什么样的方式来报效祖国,都要
a.それでb.それにc.それともd.それでもe.それではA「どうして土曜日にパーティーに行かないの?」B「パーティーは嫌いです。________知っている人は誰も行かないみたいだし。」
Whathedoes,healwaysdoesitwell,thoughhehassomedifficulties.
最新回复
(
0
)