首页
登录
职称英语
High-quality customer service is preached by many, but actually keeping cust
High-quality customer service is preached by many, but actually keeping cust
游客
2023-11-16
8
管理
问题
High-quality customer service is preached 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 to 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 others, 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 problem. Ranked second and third were grocery and electronics customers.
The most common complaints include filled parking lots, cluttered shelves, over-located 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 eliminated 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 filling 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. [br] What contributes most to smoothing over issues with customers?
选项
A、Manners of the salespeople.
B、Hiring of efficient employers.
C、Huge supply of goods for sale.
D、Design of the store layout.
答案
A
解析
倒数第三段提到,“最重要的是,销售人员应该对怒气冲冲的顾客应对自如且不失礼仪”,即销售人员的行为方式和态度最重要,故答案为[A]。倒数第二段提到的“能够及时响应且态度友好的零售商更有可能平息事端”也说明了这一点。其余三项在倒数第四段提到,但不是最重要的因素。
转载请注明原文地址:https://www.tihaiku.com/zcyy/3191005.html
相关试题推荐
Theservicesofthenewpartnershipareprovidedmainlyto______.[br][origin
Theservicesofthenewpartnershipareprovidedmainlyto______.[originaltext
Withterminsurancepolicy,thecustomerwill[br][originaltext]M:MayIbuya
Withterminsurancepolicy,thecustomerwill[br][originaltext]M:MayIbuya
Actually,howmanynewjobswillbeneededduringthenexttenyearstohelpsup
Thereisanunquestionablelinkbetweenjoblossesand______services.A、descendin
Oneofmy______customerswasFred,anelectronicssalesman.A、regularB、normalC、
______you______acomplainttolodge,pleasecontacttheDepartmentofCustomerS
Thatintelligencetestsactuallygiveameasurementoftheintelligenceofindiv
Thatcustomerwantedtoreturnthepensheboughtbecausehesaidthey______eas
随机试题
Aleadingbiologisthascomparedthephysiology(生理学)offlightedspecieswith
ThenovelEmmaiswrittenby______.A、MaryShelleyB、CharlotteBrontC、Elizabeth
WhenwastheInternationalFriendshipClubestablished?[br][originaltext]M:2
A.含有寡霉素敏感蛋白 B.具有ATP合酶活性 C.结合GDP后发生构象改变
肾上腺素的禁忌证包括A、高血压 B、器质性心脏病 C、哮喘 D、脑动脉硬化
股权投资基金服务机构应当在每个季度结束之日起()个工作日内向基金业协会报送服务
Thechangeinthatvillagewasmiraculou
证券投资技术分析派人士着重研究证券市场行为,如()。A:证券的市场价格B:影响
(2019年真题)下列关于计算活期存款利息的表述中,正确的是()。A.按月
甲是一家拥有锅炉设计、制造、维修、检测资质的企业与乙市城西供暖所签订了一系列合同
最新回复
(
0
)