2010年12月四级A卷真题及答案（三）[1]

　　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.”

【趣味英语】春节小知 世界节日（1）Spring

　　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

　　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 e