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  3. Seeking a competitive advantage, some professional service firms(for example

Seeking a competitive advantage, some professional service firms(for example

游客2024-01-13  32
问题     Seeking a competitive advantage, some professional service firms(for example, firms providing advertising, accounting, or health care services)have considered offering unconditional guarantees of satisfaction. Such guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first- time clients, an unconditional guarantee can be an effective marketing tool if the client is very cautious, the firm’s fees are high, the negative consequences of bad service are grave, or business is dif- ficult to obtain through referrals and word-of-mouth.
    However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that failure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm’ s ability to deliver the promised level of service. It may conflict with a firm’s desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care services, it may mislead clients by suggesting that law suits or medical procedures will have guaranteed outcomes. Indeed, professional service firms with outstanding reputations and performance to match have little to gain from offering unconditional guarantees. And any firm that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick. [br] All of the following are mentioned in the passage as circumstances in which professional service firms can benefit from offering an unconditional guarantee EXCEPT:
选项 A、The firm is having difficulty retaining its clients of long standing.
B、The firm is having difficulty getting business through client recommendations.
C、The firm charges substantial fees for its services.
D、The adverse effects of poor performance by the firm are significant for the client.
E、The client is reluctant to incur risk.
答案 A
解析 以下哪个是没有被原文列为公司能从无条件保证中受益的情况?原文在L9—16列举了四种情况：A．正确。公司不能保住长期客户。不在列举之内。B．仅凭介绍不能得到客源。第四点。C．要价过高。第二点。D．恶劣服务。第三点。E．顾客过于小心。第一点。
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