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提问人：网友yingying8469 发布时间：2022-01-06
[主观题]

When a customer finds that what she or he bought is faulty or in some other way does not l

ine up to what the producer promises ,the first step is to give the warranty(保单) ,or any other records which might help, to the store where he or she bought the thing. In most eases, this action will produce results. However, if it does not, there are various methods the customer may use to satisfaction.

A simple and common method used by many customers is to complain(投诉) directly to the store manager. In general, the" the higher up" the customer takes his or her complaint, the faster he or she can expect it to do settle d. In such a case, it is usually settled in customer's favor, thinking what he or. she complains is just.

Customers should complain in person whenever possible, but if they cannot get to the store, it is acceptable to phone or write the complaint in a letter.

Complaining is usually most effective when it is done politely but firmly, and especially when the customer can show what is wrong with the thing he or she bought in question. If this cannot be done, the customer will succeed best by giving clear information as to what is wrong, rather than by general statement. For example, "The left speaker does net work at all and the sound coming out of the right one is unclear." is better than" This stereo (立体声音响)does not work."

The store manager may advise the customer to write to the producer, ff so, the customer should de this, expressing the complaint as politely and firmly as possible. If a police complaint does not achieve the desired result, the customer can go a step farther. She or he can threaten to take the seller to court or report the seller to a private or public organization in charge of protecting customers'rights.

When a customer finds that what he or she bought has a fault in it, the first thing he or she should do is to ______.

A．complain personally to the manager

B．threaten to make the mater to court

C．write a firm letter of complaint to the store

D．offer some written proof of what he or she bought to the store

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更多“When a customer finds that what she or he bought is faulty or in some other way does not l”相关的问题
第1题
When product presenters meet a customer for the first time, they should spend some ti
me talking freely with the person in order to find out what he/she really wants.()

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第2题
What does the author mean when he says "the company walks a tightrope"（Sentence 1, Para. 3

What does the author mean when he says "the company walks a tightrope"(Sentence 1, Para. 3)？

A．The company has both the chance to succeed and to fail in dealing in a new product.

B．The company has to study customer's behavior. before a new product is introduced.

C．The company has to find a new way to solve customer's problems before a new product is put' on the market.

D．The company has to make a great effort to overcome the customer's inertia.

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第3题
The American idea of customer service is to make each customer the center of attention. Pe
ople going shopping in America can expect to be treated with respect from the very beginning. When customers get to the store, they are treated as honored guests. Customers don't usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. In most stores, the signs that label each department make shopping a breeze (容易的事情). Customers usually don't have to ask how much items cost, since prices are clearly marked.

When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy's Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even Offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm "thank you" from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. In that way, they don't have to carry heavy bags out to the car.

In America, customer service continues long after the sale. Many products come with a money-back guarantee, ff there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.

From the passage we know in America the principle of customer service is ______.

A．to be fast and convenient

B．to make customer the center of attention

C．to be the first in the world

D．to make the customer feel at home

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第4题
阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。Feedback from your custo

阅读理解：阅读下面的短文，根据文章内容进行判断，正确写“T”错误写“F”。

Feedback from your customers is very important. The more information you have from them, the more competitive you will be in your field. The following techniques will help you know what the customers think of your business.

1. Ask your customers directly and cater to their wishes. This is the simplest way to find out what people want from your service or product. When hotel customers are asked what they want for their breakfast and then the hotel staff are asked what they think the customer wants, the answers are quite different.

2. Be a customer yourself and find out what your customers experience when they use your service. This is one of the most obvious but underused ways for getting feedback. For example, you can act as one of the customers in a wheelchair, and see how you’re treated.

3. Use a focus group. Focus groups are representatives of customers whose job is to provide you with information on their needs and preferences.

4. Use questionnaires and surveys. This is one of the most well-established feedback techniques. When well-conducted, they usually work well.

5. Encourage your front-line staff to build strong relationships with customers. Your front-line staff are the most resourceful and reliable, as well as the least costly, of your customer feedback sources. Their communication with the customers will become important information for improving customer care.

You may deliver the best service in the world. But if it is not what people want, you’re wasting your time. Implement one, two, three or all of the above techniques, and your service and product will improve overnight.

1. Hotel customers and hotel staff think the same about breakfast.{T、F}

2. A good or bad experience of a customer in a wheelchair in your shop shows whether your service is good or not.{T、F}

3. It’s not necessary to know about the customers’ needs and preferences. {T、F}

4. Questionnaires are useful in getting feedback from customers.{T、F}

5. Front-line staff have nothing to do with improving customer service.{T、F}

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第5题
•Read the following review of a book called Never Quit!The Ups and Downs of Running
a Family Business．

•For each question 23-28．on the opposite page．choose the correct answer．

•Mark one letter(A，B，or C)on your Answer Sheet．

Never Quit!The Ups and Downs of Running a Family Business

picked up the book Never Quit!The Ups and Downs of Running a Fami|y Business thinking that I could read it between flights，hoping that in the pages of the book，I'd find some little piece of sales wisdom to restate at the upcoming sales manager's meeting that's where I was flying. And so I began reading in the terminal．

Even after the plane settled into its altitude，I couldn't put Never Quif!down．I continued to read，even forgetting to make a few notes in a margin．The notes were already made．The author has bullet list after bullet list of helpful pointers．But what absorbed me most was the story of running a family business．Gray offered personal glimpses of challenges as well as successes．and then held them both up as examples of opportunity for positive growth．

This is a business book，yes. However，it is a family business book．There are the real stories of real people．But the real art of this book is the encOuragement it provides to small business owners to define core principles and when those are challenged，to use those core beliefs to find another method to achieve the desired right results．And so，when a business owner meets with something they believe is beyond their control，they will redefine success or the ways they might getthere．They will neverquit．

The focus on customer service also came at a goodtime for me；this is a huge talking point at our company，which is struggling to maintain excellent customer service at a time when sales are(thankfully)outpacing customer service rep availability，and so customer interactions are being timed and evaluated．It's a challenge，but I found something in almost every chapter of Gray'sbook that boils customer service techniques down to something as simple as a customer-friendly greeting．It makes it seem do-able．

This book is going to be popular with family business owners everywhere．It is well-written，but more important．it is a good read．I've decided to buy a copy for everyone in our sales and service department,and to keep it in my briefcase to refer to again and again．

The reviewer decided to read the book because

A．one of his friends told him lhe book was excellent．

B．he was sure he would get some useful advice．

C．he thought he might collect some information for the meeting．

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第6题
High-quality customer service is preached （宣扬) by many, but actually keeping customers h

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, 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, 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(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 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.

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.

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第7题
— Look at the statements below and the views about improvement processes on the opposite p
age.

— Which company (A, B, C or D) does each sentence 1 - 7 refer to？

— For each sentence 1 - 7, mark one letter (A, B, C or D) on your Answer Sheet.

— You will need to use some of the letters more than once.

A

"We're ahead of our competitors in that every year we invite customers to headquarters to discuss their expectations for the next five years. In addition to customers, the meeting includes approximately 100 employees and suppliers. We parade our five-year plan, including such things as service, quality and on-time delivery, and involve everyone in a feedback process. The outcome becomes part of our long-range strategic plan, which is communicated to every employee in the organisation - a process we call management by planning."

B

"The approach we find we need to take to increasing customer satisfaction is systemic. There isn't an easy way to do it. Everything is interconnected and builds. In order to delight customers, you need smooth manufacturing processes, which means you need an accurate warehouse, which in turn relies on a good manufacturing requirements system and good suppliers. You can't accomplish one in isolation."

C

"As part of our improvement process, employees participate actively in raising customer satisfaction. They establish the areas in which they will be measured that translate into quality performance: things like, 'How quickly do you respond to a call？' or 'How effective are your dealings with the customer？' Feedback is provided regularly to employees. They analyse the data to determine when additional instruction and support are needed, or when processes need to be re-worked or improved, or when our goals need to be changed. They are also encouraged to keep an eye on the competition and how they are doing. These data are used for planning purposes."

D

"Our senior managers are constantly pulling the competition's products apart to see what they're doing. They've also done some benchmarking against our better competitors. There are a few good ones that make us run faster and harder. But, to be honest, in terms of new service initiatives, for example, we've had to look outside our industry to find what could be called 'best of breed'. We've milked our own industry."

Staff are invited to set the standards that are used to assess their productivity

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第8题
Shopping for clothes is not the same experience for a man as it is for a woman. A man goes
shopping (11)______ he needs something. His purpose is settled and decided (12)______ . He knows what he wants and his objective is to find it and (13)______ it；the price is a secondary (14)______ . Most men (15)______ walk into a shop and ask the salesman (16)______ what they want. If the shop has it in stock. the salesman promptly (17)______ it，and the business of trying it on proceeds (18)______ . Au being well,the (19)______ can be and often is completed in less than five minutes，with hardly any bargain and to their satisfaction. For a man，slight problems may begin when the shop does not have what he wants. (20)______ does not have exactly what he wants. In that case the salesman，as the name implies，tries to sell the customer something else.

(11)

A．although

B．before

C．unless

D．because

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第9题
TEXT C High-quality customer service is preached by many, but actually keeping customers h

TEXT C

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 problem. Ranked second and third were grocery and electronics customers.

The most common complaints include filled parking lots, cluttered 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 moon Lighting (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？

[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.

点击查看答案
第10题
听力原文：I cold-call a lot of customers, you know— just call up potential clients to try t
o make sales. Mainly when I cold-call somebody I try to set up an appointment— nobody's going to buy your product or service over the phone, you know？ The key for me is to make sure I do some research beforehand, and try to add a personalized twist. Like I'll try to have some background on the company; ideally, I try to find any recent news they may have generated—that works really well as a conversation starter. If I can't find something on the company, I'll try to find something on the company's industry. A lot of times, I'll make them aware of an article they might be interested in. If they haven't seen the article, I offer to bring it by their office, and while I'm there, tell them about our services. At any rate, the cold-call gets my foot in the door, which is all I can really hope for.

What is the speaker mainly talking about？

A．Dealing with difficult customers

B．Maintaining good customer relations

C．Advertising new products or services

D．Calling potential customers to make sales

点击查看答案
第11题
Passage twoQuestion 62 to 66 are based on the following passage High-quality customer serv

Passage two

Question 62 to 66 are based on the following passage

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, 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 t 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 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 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, 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 climinated 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 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.

注意：此部分试题请在答题卡2上作答

62. 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.

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