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 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 bad to bosses.
According to the research, shoppers who bought clothing met 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 parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses 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 boss, instead of complaining to the rest of the world. Bosses 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 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.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
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. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store B. won’t have trouble parking their cars
C. won’t have any worries about safety D. can find their cars easily after shopping
4. 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 layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic(外交)way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores
高二英语阅读理解简单题
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 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 frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.
“Storytelling hurts the boss 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 bad to bosses.
According to the research, shoppers who bought clothing met 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 parking spaces. This guidance eliminated the need for customers to circle the parking lot endlessly, and avoided fight between those eyeing the same parking space.
Bosses 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 boss, instead of complaining to the rest of the world. Bosses 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 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.
2. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
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. Most stores provide the same
D. Not complaining to the manager causes the shopper some trouble too.
3. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A. can stay longer walking in the store B. won’t have trouble parking their cars
C. won’t have any worries about safety D. can find their cars easily after shopping
4. 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 layout.
5. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
B. settle their problem with stores in a diplomatic(外交)way
C. voice their dissatisfaction to store managers directly
D. shop around and make comparisons between stores
高二英语阅读理解简单题查看答案及解析
Such occasions are rare _______ the customers complain about the service provided by us.
A. that B. what C. where D. when
高二英语单项填空中等难度题查看答案及解析
Business is the organized approach to providing customers with the goods and services they want. The word business also refers to an organization that provides these goods and services. Most businesses seek to make a profit---that is, they aim to achieve income that is more than the costs of operating the business. 1.. Commonly called nonprofits, these organizations are primarily nongovernmental service providers. 2.
Business management is a term used to describe the techniques of planning, direction, and control of the operations of a business. 3.. One is the establishment of broad basic policies with respect to production; sales; the purchase of equipment, materials and supplies; and accounting. 4.. The third relates to the establishment of standards of work in all departments. Direction is concerned primarily with supervision(监管)and guidance by the management in authority. 5..
A. Examples of nonprofit businesses include such organizations as social service agencies and many hospitals.
B. Control includes the use of records and reports to compare actual work with the set standards for work.
C. In this connection there is the difference between top management and operative management.
D. However, some businesses only seek to earn enough to cover their operating costs.
E. The second aspect relates to the application of these policies by departments.
F. In the theory of business management, organization has two main aspects.
G. Planning in business management has three main aspects.
高二英语七选五中等难度题查看答案及解析
In the more and more competitive service industry, it is no longer enough to promise customer satisfaction. Today, customer “delight” is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry, and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people; those treated badly will tell their tales of woe to up to 20 people, and 80 percent of the people who feel their complaints are handled fairly will stay loyal.
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example, many companies now have to invest a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls, being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines,” says Dr. Storey Senior Lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them. The aim is to make the customer feel they know you and that you can trust— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be carried out within five hours, but getting it done within two); replacing a faulty product immediately; throwing in a gift voucher (购物礼卷) as an unexpected “thank you” to regular customers; and always returning calls, even when they are complaints.
Aiming for customer delight is all very well, but if services do not reach the high level promised, disappointment or worse will be the result. This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”), and possible solutions (replacement, compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care. Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather, unclaimed luggage and technical problems .
For British Airways staff, a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly, with their name, job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other hand, the more customers are promised, the greater the risk of disappointment.
1.We can learn from Paragraph 2 that________.
A. complaining customers are hard to satisfy
B. unsatisfied customers receive better service
C. Satisfied customers catch more attention
D. well-treated customers promote business
2.The writer mentions “phone rage” (Paragraph 3) to show that________.
A. customers often use phones to express their anger
B. people still prefer to buy goods online
C. customer care becomes more demanding
D. customers rely on their phones to obtain services
3.What does the writer recommend to create delight?
A. Calling customers regularly B. Giving a “thank you” note.
C. Delivering a quicker service D. Promising more gifts.
4.If a manager should show his empathy (Paragraph 6), what would he probably say?
A. “I know how upset you must be.” B. “I appreciate your understanding.”
C. “I’m sorry for the delay.” D. “I know it’s our fault.”
5.Customer delight is important for airlines because________.
A. their telephone style remains unchanged
B. they are more likely to meet with complaints
C. the services cost them a lot of money
D. the policies can be applied to their staff
高二英语阅读理解中等难度题查看答案及解析
For many parents , raising a teenager is like fighting a long war ,but years go by without any clear winner . Like a border conflict between neighboring countries ,the parent-teen war is about boundaries: Where is the line between what I control and what you do?
Both sides want peace ,but neither feels it has any power to stop the conflict . In part ,this is because neither is willing to admit .any responsibility for starting it . From the parents’ point of view, the only cause of their fight is their adolescents’ complete unreasonableness. And of course .the teens see it in exactly the same way , except oppositely . Both feel trapped
In this article. I’ll describe three no-win situations that commonly arise between teens and parents and then suggest some ways out of the trap. The first no-win situation is quarrels over unimportant things . Examples include the color of the teen’s hair, the cleanliness of the bedroom ,the preferred style of clothing , the child’s failure to eat a good breakfast before school ,or his tendency to sleep until noon on the weekends .Second ,blaming.The goal of a blaming battle is to make the other admit that his bad attitude is the reason why everything goes wrong . Third , needing to be right ,It doesn’t matter what the topic is –politics. The taws of physics ,or the proper way to break an egg –the point of these arguments is to prove that you are right and the other person is wrong .for both wish to be considered an authority—someone who actually knows something — and therefore to command respect. Unfortunately , as long as long as parents and teens continue to assume that they know more than the other ,they’ll continue to fight these battles forever and never make any real progress
1. Why does the author compare the parent-teen war to a border conflict?
A. Both can continue for generations .
B. Both are about where to draw the line
C. Neither has any clear winner
D. Neither can be put to an end
2. What does the underlined part in Paragraph 2 mean?
A. The teens blame their parents for starting the conflict.
B. The teens agree with their parents on the cause of the conflict
C. The teens acouse their parents of misleading them
D. The teens tend to have a full understanding of their parents
3.Parents and teens want to be right because they want to ________.
A. give orders to the other
B. know more than the other
C. gain respect from the other
D.get the other to behave properly
4. What will the author most probably discuss in the paragraph that follows?
A. Causes for the parent –teen conflicts
B. Examples of the parent –teen war.
C. Solutions for the parent –teen problems
D. Future of the parent-teen relationship
高二英语阅读理解中等难度题查看答案及解析
A
For many parents, raising a teenager is like fighting a long war, but years go by without any clear winner. Like a border conflict between neighboring countries, the parent-teen war is about boundaries: Where is the line between what I control and what you do?
Both sides want peace, but neither feels it has any power to stop the conflict. In part, this is because neither is willing to admit any responsibility for starting it. From the parents’ point of view, the only cause of their fight is their adolescents’ complete unreasonableness. And of course, the teens see it in exactly the same way, except oppositely.
In this article, I’ll describe three no-win situations that commonly arise between teens and parents and then suggest some ways out of the dilemma. The first no-win situation is quarrels over unimportant things. Examples include the color of the teen’s hair, the cleanliness of the bedroom, the preferred style of clothing, the child’s failure to eat a good breakfast before school, or his tendency to sleep until noon on the weekends. Second, blaming. The goal of a blaming battle is to make the other admit that his bad attitude is the reason why everything goes wrong. Third, needing to be right. It doesn’t matter what the topic is — politics, the laws of physics, or the proper way to break an egg — the point of these arguments is to prove that you are right and the other person is wrong, for both wish to be considered an authority — someone who actually knows something — and therefore to command respect. Unfortunately, as long as parents and teens continue to assume that they know more than the other, they’ll continue to fight these battles forever and never make any real progress.
1.Why does the author compare the parent-teen war to a border conflict?
A.Both can continue for generations.
B.Both are about where to draw the line.
C.Neither has any clear winner.
D.Neither can be put to an end.
2.What does the underlined part in Paragraph 2 mean?
A.The teens blame their parents for starting the conflict.
B.The teens agree with their parents on the cause of the conflict.
C.The teens accuse their parents of misleading them.
D.The teens tend to have a full understanding of their parents.
3.Parents and teens want to be right because they want to ________.
A.give orders to the other B.know more than the other
C.gain respect from the other D.get the other to behave properly
4.What will the author most probably discuss in the paragraph that follows?
A.Causes for the parent-teen conflicts.
B.Examples of the parent-teen war.
C.Solutions for the parent-teen problems.
D.Future of the parent-teen relationship.
5.Where do you think this passage can be found?
A.In a report. B.In a letter.
C.In a novel. D.In a textbook.
高二英语阅读理解中等难度题查看答案及解析
The color of animals is by no means a matter of chance; it depends on many considerations, but in the majority of cases tends to protect the animals from danger by making it less outstanding Perhaps, it may be said that if coloring is mainly protective, there ought to be fewer brightly colored animals. 1.. The kingfisher itself, though so brightly colored, is not easy to see.
2.. Thus, for instance, the lion, and the wild donkey are all sand—colored. “Indeed, in the desert, neither trees, brushwood, nor even undulation (起伏) of the surface afford the slightest protection to its enemies.3..” says an expert.
The next point is the color of the mature caterpillars(毛虫), some of which are brown. This probably makes the caterpillar even more outstanding among the green leaves. What would you do if you were a big caterpillar? Why, like most other defenceless creatures, you would feed by night, and lie hidden by day. 4.. When the morning light comes, they go down the stem of the food plant, and hide among dry sticks and leaves around the ground, and it is obvious that under such circumstances the brown color really becomes a protection. While we may say as a general rule that the large caterpillars feed by night and hide by day, it is by no means always the case that they are brown: some of them still remain green.5., and that the brown color is a later adaptation.
A. So do these caterpillars
B. Therefore, the color of the animals is bright
C. We can say that they formed a good habit
D. Desert animals are generally the color of the desert
E. We may conclude that the habit of hiding themselves by day comes first
F. However, there are some cases where vivid colors are themselves protective
G. So the color of birds, snakes and even smaller animals, is of one uniform sand color
高二英语七选五中等难度题查看答案及解析
Many Chinese have lived abroad for years, but they still _____ the traditional customs.
A.observe | B.behave | C.perform | D.Struggle |
高二英语单项填空中等难度题查看答案及解析
Advertising is used to make something such as a product, service, or idea known to the public. Many types of advertising are used for the purpose of building brands and increasing product sales. Advertising is present everywhere in our daily life.
Print media like magazines and newspapers allows advertisements to reach their readers. Magazines include articles and images intended to attract a specific(特定的)type of consumers. Newspaper advertising is not as effective as it was before because of the appearance of other types of advertisements.
Broadcast advertising includes TV and radio messages. Traditional forms of these types of advertisements are commercials(商业广告)shown during a television program or before a movie. Product placement advertising(植入式广告)is a less obvious way to promote a product. With product placement advertising, companies pay to have their product ‘used’ by an actor or actress in the program. When you see someone in a TV show or movie using a specific brand, this is product placement.
Internet advertising is one of the new types and can be achieved in a number of ways. Flash advertising refers to messages that jump onto your computer screen and often move around. They can be hard to close and are annoying, but a useful way of gaining your attention.
Outdoor advertising often uses advertising boards as its main way. Of course, the type of advertising also includes using cars with messages on them, or large signs placed on the sides of buses. They can also be signs in stadiums drawing the attention of large crowds.
1.What’s the purpose of advertising? (no more than 8 words) (2 marks)
______________________________________________________________________
2.What is product placement advertising? (no more than 11 words) (2 marks)
______________________________________________________________________
3.How does flash advertising draw your attention? ( no more than 15 words) (3 marks)
______________________________________________________________________
4.What does the passage mainly talk about? (no more than 6 words) (3 marks)
______________________________________________________________________
高二英语其他题困难题查看答案及解析
Bowing is a very important custom in Japan. Unlike people in many other countries, they greet each other by bowing instead of shaking hands. It is impolite not to return a bow to whoever bows to you.
Bowing has many functions in one. It expresses the feeling of respect, thanks, regret, and so on. You can bow when you say, “thank you”, “sorry”, “hello”, “goodbye”, “congratulations”, “excuse me”, “good morning”, and more.
Bowing seems simple, but there are different ways of bowing. Bowing techniques vary from a small nod of the head to a long, 90-degree bow. It depends on the social position or age of the person you bow to. If your opposite is of higher social position or older than yourself, you are supposed to bow deeper and longer than him or her. It is polite to bow from your waist. Men usually keep their hands at their sides, and women usually put their hands together on their legs with their fingers touching. If it is not a very formal situation, you can bow by nodding. The most common bow is a bow of about 15 degrees.
You might feel strange doing it, but try to bow in Japan. You will be considered very polite!
1.The author writes the passage mainly to _____.
A.introduce the history of bowing in Japan
B.describe the purposes of bowing in Japan
C.describe different ways of bowing in Japan
D.introduce the Japanese custom of bowing
2.By saying “Bowing has many functions in one”, the author means that _____.
A.one kind of bow has many similar functions
B.people can express different feelings by bowing
C.people bow to express their feelings
D.the more times you bow, the more respect you receive
3.How people greet in many countries?
A.by bowing B.by shaking hands
C.by kissing each other D.by touching
4.If an assistant wants to show respect to her professor, she may bow like _____.
A B C D
高二英语阅读理解简单题查看答案及解析