首页
登录
职称英语
You need a new vacuum cleaner. Several are on display--different prices, dif
You need a new vacuum cleaner. Several are on display--different prices, dif
游客
2025-03-27
16
管理
问题
You need a new vacuum cleaner. Several are on display--different prices, different features--but there are no clerks to be found. Finally a guy in a store vest slips past. You begin to ask questions, but he knows even less about vacuum cleaners than you do.
Robert Odom, shopping at the Southcenter Mall near Seattle, finds "it’s harder to get waited on now. Many stores have one person covering a tremendous area. You’ve got to go looking to find a clerk."
Retailing is big business in the United States. Every day, billions of transactions take place in the nation’s 1.4 million stores. Inventive technology speeds a staggering $2.5-trillion-a-year flow of purchases. But why do those bad encounters with salespeople continue to bother us so?
When Yankelovich Partners asked 2,500 shoppers what was "most important to you regarding customer service," people ranked courtesy, knowledge ability and friendliness at the top. Almost two out of three said that salespeople "don’t care much about me or my needs."
The American Customer Satisfaction Index, developed in 1994 at the University of Michigan’s National Quality Research Center, shows customer satisfaction declining about a point a year. Retailers now average a less-than- satisfactory 71 out of 100. Even top performers have slipped.
What happened? John Goodman, president of Technical Assistance Research Programs, a customer-service consulting firm, told us, "To cut costs, many retailers made the mistake of trimming staff to the bone--with obvious consequences."
How good is the help once you find it? Carol Cherry, founder of Shop’n Check, which monitors customer service for retailers and other clients, says, "One of the biggest problems we encounter is unknowledgeable and untrained salespeople." Bruce Van Kleeck, a vice president of the National Retail Federation, says, "We’re not training as much as we used to," and urges more ongoing training for veteran salespeople.
The sad fact is, stores can get away with poor customer service because customers let them. Customer-service expert John Goodman estimates that about haft of customers continue to do business with firms they feel have mistreated them. This is "behavioral loyalty," explains Jeff Ellis of Maritz Marketing Research Inc. "We may bad-mouth a store after a bad experience, but we go back because it’s close to our house or carries items we like." [br] According to the American Customer Satisfaction Index,______.
选项
A、customer satisfaction with retailers remains constantly low
B、customer satisfaction with even the best retailers is dropping
C、customers complain most about the quality of the salespeople
D、customers put too high a demand on service these days
答案
B
解析
转载请注明原文地址:https://tihaiku.com/zcyy/4014851.html
相关试题推荐
Youneedanewvacuumcleaner.Severalareondisplay--differentprices,dif
Youneedanewvacuumcleaner.Severalareondisplay--differentprices,dif
Youneedanewvacuumcleaner.Severalareondisplay--differentprices,dif
Youneedanewvacuumcleaner.Severalareondisplay--differentprices,dif
Moderatedrinkingofalcoholis______healthbyloweringtheriskofseveralhear
IntheformerSovietUnionseveralcaseshavebeenreportedrecently______people
Consumer______infoodproductshasbeenshakenbyseveralrecentscandals.A、con
Theabilitytodoseveralthingsatoncehasbecomeoneofthegreatmeasure
Theabilitytodoseveralthingsatoncehasbecomeoneofthegreatmeasure
Theabilitytodoseveralthingsatoncehasbecomeoneofthegreatmeasure
随机试题
[originaltext]EnglandwasthefirstcountrytocompetewithSpainforclai
Ontheafternoonof6thFebruary1958,eightmembersoftheManchesterUnite
【S1】[br]【S9】A动词辨义题[考频:11]。空格处缺少谓语动词,没有直接宾语,因此需要填入不及物动词。此句意思为:每年,每当感恩节到来的时候,学校便
师生交往系统一般有集中型、松散型和()三种典型方式。A.单向型 B.外倾性
下列说法中,正确的是( )。A.大赦既赦其刑,又赦其罪B.特赦只赦其刑
在合理情绪疗法的修通阶段最常用的技术方法是()。A.与不合理的信念辩论 B.
某女,26岁。因发热,咽喉痛口服维C银翘片,3次/日,每次3片。服药3天后,体温
方法较为简便,但所得数据的准确性很难保证,所以只能在评价工作等级较低的建设项目工
城市轨道交通地面站台形式不包括()。A.岛式站台 B.侧式站台 C.岛、侧
以焊接工艺评定报告为依据,结合焊接施工经验和实际焊接条件,可以编制()。A
最新回复
(
0
)