Question

【题目】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(业余兼职的) 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

【答案】ACE

【解析】试题分析：这是结构是否清晰的文章。全文为绕“顾客抱怨”的主题，展开论述分析。第一段是解释“顾客抱怨”的定义；第二段是分析“顾客抱怨”的原因；第三段是讲“顾客抱怨”的影响；第四段提出解决方案。

【1】A consumer complaint / Customer complaint。考察对文章主旨的理解。本文第一句“A consumercomplaint or customer complaint isan expression of dissatisfaction on a consumer’s behalf to a responsible party.”点出全文中心：顾客抱怨。结合本文下面几段的内容，故填A consumer complaint / Customer complaint。

【2】Reasons。该空对应的细节，在文中第二段。在此之前“So what are the common reasons for customer complaints?”所以，顾客抱怨的共同原因是什么？，由此可知，作者失聪顾客抱怨的原因角度来展开分析的。故填Reasons。

【3】Measures / Solution该空对应右侧的细节在文中第四段得到体现。文中第四段的中心句：“Increasing competition is forcing companies to take more effective measures to satisfycustomers and better their customer service.”日益增加的竞争正逼迫公司不得不去采取更多的措施去使顾客满意，把顾客服务做得更好。可知文中第四段是在提出解决方案。故填“Measures / Solution”。

【4】a consumer’s report。细节题。从文中第一段里“It can also be described in a positive sense as a report from a consumer providing documentation about problems with a product or service. ”它可以用积极的心态被描述成顾客提供的关于产品和服务的文件报告。故填a consumer’s report。

【5】rude salespeople / salespeople’s rudeness 细节题。根据对应细节提示，可以找到原文第二段最后一句“Worst of all, sometimes some salespeople are rude, turning their mood into a bad one.”最糟糕的是，有时一些售货员是很粗鲁的，会使他们的情绪变得糟糕起来。故填rude salespeople / salespeople’s rudeness 。

【6】lack / short of customers / fewer customers细节题。从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.”这将会引起一系列的事件，例如糟糕的声誉，导致他们的生意的顾客越来越少。故填lack / short of customers / fewer customers。

【7】Employing local police / Employing moonlighting police细节题。从文中第四段第二句“During peak shopping hours, some moonlighting(业余兼职的) local police have been employed as parking attendants bysome retailers to solve the parking problems.”在购物高峰时段，一些兼职的当地治安人员将被一些商家雇佣作为停车员去解决停车问题。故填Employing local police / Employing moonlighting police。

【8】empty parking spaces细节题。从文中第四段第三句“Some hire flag wavers to direct customers to parking spaces that are empty.“一些商家租用摇旗者去引导顾客去有空位的地方停车。故填empty parking spaces。

【9】experienced cashiers / cashiers with experienc细节题。从文中第四段第五句“by redesigning store layouts, pre-stocking sales items, hiring the cashiers with much experience, and having sales representatives on hand to answer questions.”通过重新设计商店的陈列，提前放置销售商品，雇佣有经验的出纳员，和让销售代表在现场回答问题。故填experienced cashiers / cashiers with experience。

【10】politely / with politeness。细节题。从文中第四段最后一句“Most importantly, salespeople should be trained to deal with angry customerswith politeness.“最为重要的是，售货员应该被训练有礼貌地去处理生气的顾客。故填politely / with politeness。