Question

Write NO MORE THAN THREE WORDS for each answer.

A consumercomplaint or customer complaint isan expression of dissatisfaction on a consumer’s behalf to a responsible party. It can also be described in a positive sense as a report from a consumer providing documentation about problems with a product or service.

So what are the common reasons for customer complaints? The most common complaints about retail(零售) storesfall into several aspects. First, they have to circle the filled parking lot endlessly, which is a waste of time and a test for their patience. They also can’t stand clutteredshelves, over-loaded racks, out-of-stock items and long check-out lines. Worst of all, sometimes some salespeople are rude, turning their mood into a bad one.

In fact, some modern business consultants urge businesses to view customer complaints as a gift but not a trouble.Some retailers, however,ignore complaints or deal with them dishonestly, which can cause a chain of events like bad reputation, leave theirbusiness with fewer and fewer customers. The resulting “snowball effect” can be disastrous to retailers.In the most severe cases, it can even cause companies to shut down.

Increasing competition is forcing companies to take more effective measures to satisfycustomers and better their customer service.During peak shopping hours, some moonlighting(業(yè)余兼職的) local police have been employed as parking attendants bysome retailers to solve the parking problems. Some hire flag wavers to direct customers to parking spaces that are empty. This guidance can avoid confrontation between those eyeing the same parking space.Retailers can relieve the headache by redesigning store layouts, pre-stocking sales items, hiring the cashiers with much experience, and having sales representatives on hand to answer questions.Most importantly, salespeople should be trained to deal with angry customerswith politeness.Try their best to resolve the problem if they can.

Quickly and properly solving customer complaints can help retailers smooth over issues and their business can grow and prosper.

Answer 1

1.A consumer complaint / Customer complaint

2.Reasons

3.Measures / Solutions

4.a consumer’s report

5.rude salespeople / salespeople’s rudeness

6.lack / short of customers / fewer customers

7.Employing local police / Employing moonlighting police

8.empty parking spaces

9.experienced cashiers / cashiers with experience

10.politely / with politeness

【解析】

試題分析：這是結構是否清晰的文章。全文為繞“顧客抱怨”的主題，展開論述分析。第一段是解釋“顧客抱怨”的定義；第二段是分析“顧客抱怨”的原因；第三段是講“顧客抱怨”的影響；第四段提出解決方案。

1.

2.

3.Increasing competition is forcing companies to take more effective measures to satisfycustomers and better their customer service.”日益增加的競爭正逼迫公司不得不去采取更多的措施去使顧客滿意，把顧客服務做得更好。可知文中第四段是在提出解決方案。故填“Measures / Solution”。

4.

5.

6.lack / short of customers / fewer customers細節(jié)題。從文中第三段第二句后半段“which can cause a chain of events like bad reputation,leave their business with fewer and fewer customers.”這將會引起一系列的事件，例如糟糕的聲譽，導致他們的生意的顧客越來越少。故填lack / short of customers / fewer customers。

7.Employing local police / Employing moonlighting police細節(jié)題。從文中第四段第二句“During peak shopping hours, some moonlighting(業(yè)余兼職的) local police have been employed as parking attendants bysome retailers to solve the parking problems.”在購物高峰時段，一些兼職的當地治安人員將被一些商家雇傭作為停車員去解決停車問題。故填Employing local police / Employing moonlighting police。

8.empty parking spaces細節(jié)題。從文中第四段第三句“Some hire flag wavers to direct customers to parking spaces that are empty.“一些商家租用搖旗者去引導顧客去有空位的地方停車。故填empty parking spaces。

9.experienced cashiers / cashiers with experienc細節(jié)題。從文中第四段第五句“by redesigning store layouts, pre-stocking sales items, hiring the cashiers with much experience, and having sales representatives on hand to answer questions.”通過重新設計商店的陳列，提前放置銷售商品，雇傭有經驗的出納員，和讓銷售代表在現場回答問題。故填experienced cashiers / cashiers with experience。

10.從文中第四段最后一句“Most importantly, salespeople should be trained to deal with angry customerswith politeness.“最為重要的是，售貨員應該被訓練有禮貌地去處理生氣的顧客。故填politely / with politeness。

考點：考查說明文閱讀。