Passage two

　　Question 62 to 66 are based on the following passage

　　High-quality customer service is preached(宣揚) 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 (塞滿了的) 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：此部分試題請在答題卡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.

　　63. 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 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.

　　64. Shop owners often hire moonlighting police as parking attendants so that shoppers_____

　　A can stay longer browsing in the store

　　B won’t have trouble parking their cars

　　C won’t have any worries about security

　　D can find their cars easily after shopping

　　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 the 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