阅读理解。 High

题文

阅读理解。 High-quality customer rvice is preached(宣扬) by many, but actually keeping customers happy is easier said than done. Shoppers ldom complain to the manager or owner of 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 los 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 lo up to three more due to negative reviews. The resulting "snowball effect" can be disastrous to retailers. According to the rearch, shoppers who purchad clothing encountered the most problems. Ranked cond 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 peaking spaces. This guidance got rid of the need for customers to circle the parking lot endlessly, and avoided confrontation between tho 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 reprentatives 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 tho 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-presd to improve when they have no idea what is wrong.1. Why are store managers often the last to hear complaints?A. Few customers believe the rvice will be improved.B. Customers would rather relate their unhappy experiences to people around them.C. Customers have no easy access to store managers.D. Most customers won't bother to complain even if they have had unhappy experiences.2. Shop owners often hire moonlighting police as parking attendants so that hoppers .A. can find their cars easily after shoppingB. won't have trouble parking their carsC. can stay longer browsing in the storeD. won't have any worries about curity3.What contributes most to smoothing over issues with customers?A. Design of the store layout.  B. Hiring of efficient employees.C. Manners of the salespeople.D. Huge supply of goods for sale.4.To achieve better shopping experiences, customers are advid to    .A. voice their dissatisfaction to store managers directlyB. shop around and make comparisons between storesC. ttle their disputes with stores in a diplomatic wayD. put pressure on stores to improve their rvice 题型：未知难度：其他题型

答案

1-4BBCA

解析

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考点

据考高分专家说，试题“阅读理解。 High.....”主要考查你对 [日常生活类阅读 ]考点的理解。 日常生活类阅读

日常生活类阅读的概念：

日常生活这一话题主要涉及人们衣食住行等方面的活动。这一话题的选材主要针对人们日常的工作，生活以及学习情况。做这一类题时，最主要的是要把握好人物的活动内容，时间和地点。

日常生活类阅读题答题技巧：

【题型说明】该类文章内容涉及到人们的言谈举止、生活习惯、饮食起居、服饰仪表、恋爱婚姻、消遣娱乐、节日起源、家庭生活等。文章篇幅短小，追根溯源，探索各项风俗的历史渊源，内容有趣。命题也以送分题为主，如事实细节题、语义转换题、词义猜测题和简单推理判断题等。虽然这类文章读起来感觉轻松，试题做起来比较顺手，但绝不能掉以轻心。因为稍不留神，就会丢分。 【备考提醒】为了保证较高准确率，建议同学们做好以下几点： 1、保持正常的考试心态。笔者在教学中发现，越是容易的试题，同学们越是容易失分。为什么呢？因为在这种情况下，同学们极易产生麻痹思想，认为题目好做，就不引起高度重视，于是思维不发散、不周密。而命题人就是利用同学们的这一弱点，设计陷阱题。所以，无论试题难易与否，我们都要保持正常的考试心态。试题容易，不欣喜；试题难，不悲观。 2、根据前面讲到的方法，认认真真、细细心心做好事实细节题。 3、做好语义转换题。这类题是根据英语中一词多义和某些词语在文中能表达一定的修辞意义的原则而设计的。要求同学们解释某生词的含义，确定多义词或短语在文中的意思，确认文中的某个代词所指代的对象，或者对英语中特有的表达、格言、谚语进行解释。这种题要求同学们一定要根据上下文猜测词义或理解句子，切不可望文生义。 4、做好简单推理判断题。简单推理判断题要以表面文字为前提，以具体事实为依据进行推理，做出判断。这种推理方式比较直接，只要弄清事实，即可结合常识推断出合理的结论。