题目
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 review．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 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．63．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．64．What does Paula Courtney imply by saying"…the shopper must also find a replacement"（Line 2，Para.4） ____ A．New customers are bound to replace old ones．B．It is not likely that the shopper can find the same products in other stores．C．Most stores provide the same kind of service．D．Not complaining to manager causes the shopper some trouble too．65．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 store layout．66．To achieve better shopping experiences，customers are advised to ____ ．A．exert pressure on stores to improve their serviceB．settle their disputes with stores in a diplomatic wayC．voice their dissatisfaction to store managers directlyD．shop around and make comparisons between stores．
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 review．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 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．
63．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．
64．What does Paula Courtney imply by saying"…the shopper must also find a replacement"（Line 2，Para.4） ____
A．New customers are bound to replace old ones．
B．It is not likely that the shopper can find the same products in other stores．
C．Most stores provide the same kind of service．
D．Not complaining to manager causes the shopper some trouble too．
65．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 store layout．
66．To achieve better shopping experiences，customers are advised to ____ ．
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．
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 review．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 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．
63．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．
64．What does Paula Courtney imply by saying"…the shopper must also find a replacement"（Line 2，Para.4） ____
A．New customers are bound to replace old ones．
B．It is not likely that the shopper can find the same products in other stores．
C．Most stores provide the same kind of service．
D．Not complaining to manager causes the shopper some trouble too．
65．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 store layout．
66．To achieve better shopping experiences，customers are advised to ____ ．
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．
题目解答
答案
63．B．细节题．由第二段第一句"Shoppers seldom complain to the manager or owner of retail（零售） store，but instead will alarm their friends，relatives，co-workers，strangers and anyone who will listen．"可知，零售商往往是最后一个听到顾客抱怨的人是因为顾客倾向于向自己的朋友、亲属、同事等人抱怨不愉快的购物经历，故正确答案为B．
64．D．细节题．"The store loses the customer，but the shopper must also find a replacement．"顾客的抱怨会使得商店失去一些客人，但是如果不抱怨的话，商家也会有另外的麻烦，结合选项，可知正确答案为D．
65．A．细节题．由倒数第三段最后一句"Most importantly，salespeople should be diplomatic and polite with angry customers．"可知老练有礼的销售人员对解决顾客的问题最重要，故正确答案为A．
66．C．细节题．由文章最后一段"Customers can also improve future shopping experiences by filing complaints to the retailer，instead of complaining to the rest of the world．"可知作者建议顾客们直接把抱怨告诉商家，故正确答案为C．
64．D．细节题．"The store loses the customer，but the shopper must also find a replacement．"顾客的抱怨会使得商店失去一些客人，但是如果不抱怨的话，商家也会有另外的麻烦，结合选项，可知正确答案为D．
65．A．细节题．由倒数第三段最后一句"Most importantly，salespeople should be diplomatic and polite with angry customers．"可知老练有礼的销售人员对解决顾客的问题最重要，故正确答案为A．
66．C．细节题．由文章最后一段"Customers can also improve future shopping experiences by filing complaints to the retailer，instead of complaining to the rest of the world．"可知作者建议顾客们直接把抱怨告诉商家，故正确答案为C．
解析
步骤 1：理解问题背景
文章主要讨论了顾客在购物时遇到的问题以及零售商如何应对这些问题。顾客通常不会直接向商店经理投诉，而是向周围的人抱怨，这导致商店经理往往最后才听到投诉。
步骤 2：分析问题
问题63询问为什么商店经理往往是最后听到投诉的人。根据文章第二段，顾客很少向商店经理或店主投诉，而是向朋友、亲戚、同事、陌生人等抱怨。
步骤 3：分析问题
问题64询问Paula Courtney说“…the shopper must also find a replacement”（第4段第2行）是什么意思。根据上下文，顾客的抱怨会导致商店失去顾客，但顾客也需要找到替代的商店。
步骤 4：分析问题
问题65询问什么对解决顾客的问题最重要。根据文章倒数第三段，最重要的是销售人员应该对愤怒的顾客有礼貌和外交。
步骤 5：分析问题
问题66询问为了获得更好的购物体验，顾客应该做什么。根据文章最后一段，顾客应该直接向零售商投诉，而不是向其他人抱怨。
文章主要讨论了顾客在购物时遇到的问题以及零售商如何应对这些问题。顾客通常不会直接向商店经理投诉，而是向周围的人抱怨，这导致商店经理往往最后才听到投诉。
步骤 2：分析问题
问题63询问为什么商店经理往往是最后听到投诉的人。根据文章第二段，顾客很少向商店经理或店主投诉，而是向朋友、亲戚、同事、陌生人等抱怨。
步骤 3：分析问题
问题64询问Paula Courtney说“…the shopper must also find a replacement”（第4段第2行）是什么意思。根据上下文，顾客的抱怨会导致商店失去顾客，但顾客也需要找到替代的商店。
步骤 4：分析问题
问题65询问什么对解决顾客的问题最重要。根据文章倒数第三段，最重要的是销售人员应该对愤怒的顾客有礼貌和外交。
步骤 5：分析问题
问题66询问为了获得更好的购物体验，顾客应该做什么。根据文章最后一段，顾客应该直接向零售商投诉，而不是向其他人抱怨。