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1、2019-2020年高考英语二轮复习阅读理解选练（2）(I)阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。High-qualitycustomerserviceispreached(宣扬)bymany,butactuallykeepingcustomershappyiseasiersaidthandone.Shoppersseldomplaintothemanagerorownerofretailstore,butinsteadwillalerttheirfriends,relatives,co-wo
2、rkers,strangersandanyonewhowilllisten.Storemanagersareoftenthelasttohearplaints,andoftenfindoutonlywhentheirregularcustomersdecidetofrequenttheirpetitors,accordingtoastudyjointlyconductedbyVerdegroupandWhartonschool.“Storytellinghurtsretailersandentertainsconsumers
3、.”SaidPaulaCourtney,presidentoftheVerdegroup.“Thestorelosesthecustomer,buttheshoppermustalsofindareplacement.”Onaverage,everyunhappycustomerwillplaintoatleastfourother,andwillnolongervisitthespecificstoreforeverydissatisfiedcustomer,astorewillloseuptothreemoredueto
4、negativereviews.Theresulting“snowballeffect”canbedisastroustoretailers.Accordingtotheresearch,shopperswhopurchasedclothingencounteredthemostproblems.Rankedsecondandthirdweregroceryandelectronicscustomers.Themostmonplaintsincludefilledparkinglots,cluttered(塞满了的)shel
5、ves,overloadedracks,out-of-stockitems,longcheck-outlines,andrudesalespeople.Duringpeakshoppinghours,someretailerssolvedtheparkingproblemsbygettingmoonlightinglocalpolicetoworkasparkingattendants.Somehiredflagwaverstodirectcustomerstoemptypeakingspaces.Thisguidanceg
6、otridoftheneedforcustomerstocircletheparkinglotendlessly,andavoidedconfrontationbetweenthoseeyeingthesameparkingspace.Retailerscanrelievetheheadachesbyredesigningstorelayouts,pre-stockingsalesitems,hiringspeedyandexperiencedcashiers,andhavingsalesrepresentativesonh
7、andtoanswerquestions.Mostimportantly,salespeopleshouldbediplomaticandpolitewithangrycustomers.“Retailerswho’reresponsiveandfriendlyaremorelikelytosmoothoverissuesthanthosewhoaren’tsofriendly.”SaidprofessorStephenHoch.“Maybesomethingassimpleasagreeteratthestoreentra
8、ncewouldhelp.”Customerscanalsoimprovefutureshoppingexperiencesbyfilingplaintstotheretailer,insteadofplainingtotherestoftheworld.Retailersarehard-
