题目内容
Within five years,cars will be a lot in our country.
| A.cheap | B.cheaper | C.cheapest | D.the cheapest |
B
解析
Several weeks ago, my friend advised us to sell some of our things which we will not use any more. I thought it was a good chance to 46 my 7-year-old son’s room and 47 some toys that were no longer suitable for him to play with. We 48 that all the money we got from selling the toys would be his money.
The night before the 49 , we loaded up the truck with toys and a little bike that was too 50 for him. In the yard he 51 the bike for the last time and then happily put it onto the truck. This little bike had at least two previous owners as far as we 52 . It wasn’t in the best 53 and was certainly not new, but the tires were 54 good.
We put a price of $10 on it, but it didn’t sell. So, after the sale was 55 , my friend put it on the sidewalk with a sign that 56 “FREE BIKE”. Within five minutes her doorbell rang. A little boy was 57 there. In poor English he asked whether the bike was 58 free. She said yes and that he could have it for 59 . He smiled, got on the bike and rode away.
Later that evening when I told my son how much money he had made at the sale, he was very 60 , shouting happily. He asked about a few of his things, wondering 61 they had been sold. When he asked about the bike, I told him about the little boy and that made him 62 . He was much happier than when I told him how much he had 63 . He was so happy to 64 that someone else would make good 65 of that little bike!
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In the more and more competitive service industry , it is no longer enough to promise customer satisfaction. Today , customer “delight” is what companies are trying to achieve in order to keep and increase market share.
It is accepted in the marketing industry , and confirmed by a number of researches, that customers receiving good service will promote business by telling up to 12 other people : those treated badly will tell their tales of woe to up to 20 people, 80 percent of people who feel their complaints are handled fairly will stay loyal
New challenges for customer care have come when people can obtain goods and services through telephone call centers and the Internet. For example , many companies now have to invest(投资)a lot of money in information technology and staff training in order to cope with the “phone rage”—caused by delays in answering calls ,being cut off in mid-conversation or left waiting for long periods.
“Many people do not like talking to machines ,”says Dr . Storey Senior Lecturer in Marketing at City University Business School. “Banks, for example, encourage staff at call centers to use customer data to establish instant and good relationship with them .The aim is to make the customer feel they know you and that you can trust— the sort of comfortable feelings people have during face-to-face chats with their local branch manager.”
Recommended ways of creating customer delight include: under-promising and over-delivering (saying that a repair will be carried out within five hours ,but getting it done within two );replacing a faulty product immediately : throwing in a gift voucher(购物礼卷)as an unexpected “thank you” to regular customers ;and always returning calls ,even when they are complaints.
Aiming for customer delight is all very well , but if services do not reach the high level promised , disappointment or worse will be the result . This can be eased by offering an apology and an explanation of why the service did not meet usual standards with empathy (for example, “I know how you must feel”) , and possible solutions (replacement , compensation or whatever fairness suggests best meets the case).
Airlines face some of the toughest challenges over customer care . Fierce competition has convinced them that delighting passengers is an important marketing tool, while there is great potential for customer anger over delays caused by weather , unclaimed luggage and technical problems .
For British Airways staff , a winning telephone style is considered vital in handling the large volume of calls about bookings and flight times. They are trained to answer quickly , with their name , job title and a “we are here to help” attitude. The company has invested heavily in information technology to make sure that information is available instantly on screen.
British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service.
Customer care is obviously here to stay and it would be a foolish company that used slogans such as "we do as we please”. On the other hand , the more customers are promised, the greater the risk of disappointment.
【小题1】We can learn from Paragraph 2 that .
| A.complaining customers are hard to satisfy |
| B.unsatisfied customers receive better service |
| C.Satisfied customers catch more attention |
| D.well-treated customers promote business |
| A.customers often use phones to express their anger |
| B.people still prefer to buy goods online |
| C.customer care becomes more demanding. |
| D.customers rely on their phones to obtain services |
| A.“I know how upset you must be.” |
| B.“I appreciate your understanding.” |
| C.“I’m sorry for the delay.” |
| D.“I know it’s our fault.” |
| A.their telephone style remains unchanged |
| B.they are more likely to meet with complaints |
| C.the services cost them a lot of money |
| D.the policies can be applied to their staff |
| A.Face-to-face service creates comfortable feelings among customers. |
| B.Companies that promise more will naturally attract more customers. |
| C.A company should promise less but do more in a competitive market. |
| D.Customer delight is more important for airlines than for banks. |
I don't think difficult for a Chinese student to master a foreign language within five years
|
A.that |
B.it |
C.too |
D.very |