(Reading in Depth) (25 minutes)
Section B
Passage two
Questions 62 to 66 are based on the following passage.
High-quality customer service is preached(宣扬) 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(业余兼职的) 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：此部分试题请在答题卡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 kind of service.
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
Section B
Passage Two
内容概述
很多人都宣扬高质量的服务，但是实际上要使顾客高兴说起来比做起来容易。顾客很少向经理或者零售店的老板抱怨，但的确警告他们的朋友，亲戚，同事，陌生人或者任何愿意听的人。商店经理总是最后一个听到这些抱怨的人。平均来讲，每一个不满意的顾客都会至少向其他四个人抱怨。据研究，买衣服的顾客会回遇到最多的问题。居于第二位和第三位的分别是杂货店和电子产品的顾客。最常见的抱怨包括爆满的停车场，塞满了的架子，超载的机架等。顾客为了改善他们未来的购物经理要直接向店主反映而不是向世界上的其他人抱怨。
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.
62. B)。根据文章第二段，关键部分是but instead will alert their friends, relatives, coworkers, strangers—and anyone who will listen。说明顾客宁愿把他们不愉快的经历向他们周围的人诉说。B)项与这句话的意思相近。另外三个选项文中没有提及。
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 kind of services.
D)Not complaining to the manager causes the shopper some trouble too.
63. C)。根据题干，在第四段第二行，我们找到题干中的这句话，阅读这一句话前后的句子，商店失去了顾客，而顾客也要找到一个替代品，也就是说，找到能买同样商品的另外一家商店。可推断出大多数商店提供同样的商品。所以选C)。
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
64. B)。根据题干中关键词moonlighting police，parking attendants，所以解题的关键是对第八段的理解。店主雇佣业余警察作为停车助手的目的是解决顾客找停车位时遇到的困难。所以选B)。
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.
65. A)。文章第十段和十一段都提到解决与顾客之间发生的问题最关建的是要礼貌、友好，所以选A)。
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
66. C)。题干中关键部分achieve better shopping experiences，所以解题主要锁定末段。关键句是…by filing complaints to the retailer, instead of complaining to the rest of the world.也就是直接向商店反映情况。这与C)项意义一致。
