商务交际英语 2 模拟试题 2 .doc

商务交际英语模拟试题 III. 阅读理解 More than 65 percent of a company’s business comes from current customers. Those customers are not easily replaced, so it is every company’s job to keep its current customers satisfied even as it is trying to attract new customers. After all, some of those new customers will come because they hear about the store from current customers. 　　In the fast-paced world of retail (零售), customer loyalty is especially important. So many stores are selling the same products that retailers have to offer customers something more. That something more is their customer service. Discount coupons (商家的优待券), valet parking（代客泊车）(where parking is a problem), and free gift wrapping are just some of the extras retailers now offer. 　　Another important facet of customer service is handling customer complaints. Retailers should not think of complaints as a nuisance. They should see them as an excellent opportunity for some free feedback, although it is true that a small percentage of customers do complain unjustly. But the vast majority of customers who complain are telling retailers what they need to hear. For this reason, retailers should (1) listen carefully, (2) respond positively, (3) admit a mistake immediately, or if a mistake has not been made, explain the reason for the confusion,(4) ask customers what they would like done, and (5) comply with their requests. Good customer service is the surest way to stand out from all of the other retailers. 　　1. Why are current customers important to retailers? They shop at the same place from habit. They provide two-thirds of a company’s business. They are different from new customers. 　　2. Many stores sell the same products. How can one retailer stand out? With discount coupons. Through heavy advertising. With the quality of its customer service. 　　3. How can retailers get free feedback? By increasing profits. By paying attention to complaints. By promoting holiday sales. 　　4.Most customers who complain are ______