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  3. Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a count

Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a count

admin2012-08-24  49
问题     Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a country’s culture, and attitudes to shopping and consumers vary from country to country just as much as climate or taste in food. From the air-conditioned American shopping centers to the street market of African towns, the way we shop shows the way we see ourselves and our relationships with other people.
    Business competition in Europe has given consumers increased power. This has meant falling prices, plenty of special offers and a re-examination of what customer service really means. People often point to America as an example of excellent customer service. In restaurants in the south of the USA, for example, waiters compliment you on your clothes, ask about your day, compliment you on the wisdom of your order and then return every ten minutes to refill your glass and make sure that everything is to your satisfaction.
    Anyone who has waited 30 minutes to be served in a restaurant might well dream of such attention, but do Europeans really want US style service? As a friend of mine once told me, "By the end of the evening I had spent as much time talking to the waiter as to my wife." It is a question of expectations. Different nationalities expect different types of service.
    A Chinese-American friend loves telling people about how her Chinese mother shops for clothes: "First of all she waits until they are on sale, then she bargains until she gets an even better price and then she finds some small fault with the product and demands a further reduction. She never buys anything at the regular price." Could you imagine trying such tricks in a department store in your country?
    Attitudes to service are, of course, affected by employers’ attitudes to their workers. As American sales and service personnel are heavily reliant on commission and tips, they have more motives to provide more service. But is this fair? Do we think it is fair to ask shop assistants to work late evenings, Sundays and 12 hour shifts? It might not be a case of "Is the customer always tight?" but a case of "How much service is it fair to expect?"
According to the last paragraph, the service quality of American service personnel may depend on______.
选项 A、the customers’ attitude towards them
B、their working experience
C、the length of their working hours
D、the amount of commission and tips
答案D
解析 文中最后一段第二句，"As American sales and service personnel are heavily reliant on commission and tips，they have more motives to provide more service．"意为“由于美国的销售和服务人员很大程度上依赖消费和佣金，所以他们有更多的动机以提供更多的服务。”故答案为D。
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