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  3. Is the customer always right? The answer, it seems, depends on which country

Is the customer always right? The answer, it seems, depends on which country

游客2024-02-29  28
问题     Is the customer always right? The answer, it seems, depends on which country you are in. Shopping is very much a part of a country’s culture, and attitudes to shopping and consumers vary from country to country just as much as climate or taste in food. From the air-conditioned order of American malls to the anarchy(混乱,无秩序) of African bazaars(集市), the way we shop shows the way we see ourselves and our relationships with other people.
    Recent economic hardship has given the consumer increased power in Europe as retailers(零售商)  fight to win their share of reduced disposable(可任意使用的)income. This has meant falling prices, plenty of special offers and a re-examination of what customer service really means. People often point to America as an example of sophisticated customer service. In restaurants in the south of the USA, for example, waiters compliment(称赞) you on your clothes, ask about your day, compliment you on the wisdom of your order and then return every ten minutes to refill your glass and make sure that everything is to your satisfaction.
    Anyone who has waited 30 minutes to be served in a restaurant might well dream of such attention, but do Europeans really want US style service? As a friend of mine once told me, "By the end of the evening I had spent as much time talking to the waiter as to my wife. It is a question of expectations. Different nationalities expect different types of service.
    Attitudes to service are, of course, affected by employers attitudes to their workers. As American sales and service personnel are heavily reliant(依赖) on commission and tips, they have more incentive(动机) to provide more service. But is this fair? Do we think it is fair to ask shop assistants to work late evenings, Sundays and lg hour shifts? Does it fit in with our picture of society? It might not be a case of "Is the customer always right?" but a case of "How much service is it fair to expect?" [br] The Europeans have to reexamine what customer service means because______.
选项 A、retailers are under increasing pressure to improve their service and cater more for consumer demands
B、America has been set as an example of good customer service
C、they are aware that attitudes to shopping and consumers may vary in different countries
D、consumers income has been reduced
答案 A
解析 根据第二段第一、二句“Recent economic hardship has given the consumer increased power in Europe as retailers fight to win their share of reduced disposable income．This has meant falling prices，plenty of special offers and a re-examination of what customer service really means”：“在经济困境中商品零售商都争相赢取消费者手中已经减少的可支配收入，因此消费者有了更大的权利。这一切导致了商品降价，各种优惠的营销措施以及对客户服务真正意义的重新思考”。故选项A符合题意。
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