题目内容
（请给出正确答案）
A.I don’t think it’s hard
B.Don’t be too particular about it
C.I’m really sorry about that
D.You’ll get it next time
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更多“Customer: Why is it so hard to…”相关的问题
Even【C6】______the purchaser probably does not know why he or she bought something，the manufacturers【C7】______．Manufacturers have analyzed the business of【C8】______and buying．They know all the different motives that influence a consumer's purchase—some rational and【C9】______emotional．Furthermore，they
take advantage of this【C10】______.
Why【C11】______so many products displayed at the checkout counters in grocery stores？ The store management has some good【C12】______. By the time the customer is【C13】______to pay for a purchase, he or she has already made rational. thought-out decisions【C14】______what he or she needs and wants to buy. The【C15】______
feels that he or she has done a good job of choosing the items. The shopper is especially vulnerable at this point. The【C16】______of candy, chewing gum, and magazines are very attractive. They persuade the purchaser to buy something for emotional, not【C17】______motives. For example, the customer neither needs nor plans to buy candy. but while the customer is standing, waiting to pay money, he or she may suddenly decide to buy【C18】______
This is exactly【C19】______the store and the manufacturer hope that the customer will【C20】______
The customer follows his or her plan.
【C1】
Every customer attending the salon is first seen by a salon assistant, who washes their hair; next, by a senior stylist, who cuts or treats the hair depending on which service the customer wants; then finally, a junior stylist who dries their hair. The average length of time spent with each member of staff is as follows:
The salon is open for eight hours each day for six days per week. It is only closed for two weeks each year. Staff salaries are $40,000 each year for senior stylists, $28,000 each year for junior stylists and $12,000 each year for the assistants. The cost of cleaning products applied when washing the hair is $0·60 per client. The cost of all additional products applied during a ‘treatment’ is $7·40 per client. Other salon costs (excluding labour and raw materials) amount to $106,400 each year.
Glam Co charges $60 for each cut and $110 for each treatment.
The senior stylists’ time has been correctly identified as the bottleneck activity.
Required:
(a) Briefly explain why the senior stylists’ time has been described as the ‘bottleneck activity’, supporting your answer with calculations. (4 marks)
(b) Calculate the throughput accounting ratio (TPAR) for ‘cuts’ and the TPAR for ‘treatments’ assuming the bottleneck activity is fully utilised. (6 marks)
Angry customers tend to aim their dissatisfaction and complaints at staff members. If this happens to you, you should remember that they are actually expressing their dissatisfaction about the company and not about you as an individual. But if you wish to be successful in any business, then you have to learn how to handle angry customers. Listed below are a few guidelines to help you develop your own personal strategy for dealing with angry customers:
Never argue back. You must stay calm and aim to satisfy the customer even in the most difficult situations. It is only by agreeing with their view point and suggesting a possible solution that you will resolve the situation and send the customer away happy.
Use your ears more than your mouth. Make sure you listen more than you speak. By listening carefully, you will be able to understand why the customer is complaining, so that satisfactory steps can be taken.
Show that you care: Use every opportunity to express your apology and understanding. You have to show that you will do everything within your power to try and resolve the situation. This exhibition of your concern will win the customer over. There will be a significant change in their behavior.
Control your anger and be patient. Learn to relax and calm yourself. Having patience with your customers and with yourself will go a long way in winning over hostile customers.
The above guidelines are very useful in helping you successfully tackle all kinds of difficult situations in life. If you follow them, you are on your way to succeeding in your career.
21. Whom do angry customers tend to aim their dissatisfaction and complaints at？
A. Staff members.
B. Company managers.
C. Those who accompany them.
22. When a customer shouts rudely at you, you should().
A. arg1e back and protect yourself
B. keep quiet and leave the customer alone
C. keep calm and listen carefully to the customer
23. The underlined sentence “Use your ears more than your mouth” means().
A. Your mouth is not more important for you than your ears.
B. You should listen more than you speak.
C. You should talk more than you listen.
24. When dealing with an angry customer, which is NOT the right attitude？
A. Be concerned.
B. Be patient.
C. Be amused.
25. Which of the following statements is true according to the passage？
A. When the customers complain, you needn't listen carefully.
B. You needn't say sorry to those angry customers.
C. You should relax yourself and try to understand the angry customers.
A.AOS
B.WOS
C.HOS
D.EOS
There were red faces at one of Britain's biggest banks recently. They had accepted a telephone order to buy ￡ 100,000 worth of shares from a fifteen-year-old schoolboy (they thought he was twenty-one. The shares fell in value and the schoolboy was unable to pay up. The bank lost ￡ 20,000 on the deal which it cannot get back because, for one thing, this young speculator does not have the money and, for another, being under eighteen, he is not legally liable for his debts. If the shares had risen in value by the same amount that they fell, he would have pocketed ￡ 20,000 profit. Not bad for a fifteen-year-old. It certainly is better than delivering the morning newspaper. In another recent case, a boy of fourteen found, in his grandmother's house, a suitcase full of foreign banknotes. The clean, crisp, banknotes looked very convincing but they were now not used in their country of origin or anywhere else. This young boy headed straight to the nearest bank with his pockets filled with notes. The cashiers did not realise that the country in question had reduced the value of its currency by 90%. They exchanged the notes at their face value at the current exchange rate. In three days, before he was found out, he took ￡ 200,000 from nine different banks. Amazingly, he had already spent more than half of this on taxi- rides, restaurant meals, concert tickets and presents for his many new girlfriends (at least he was generous!) before the police caught up with him. Because he is also under eighteen the banks have kissed goodbye to a lot of money, and several cashiers have lost their jobs.Should we admire these youngsters for being enterprising and showing initiative or condemn them for their dishonesty？ Maybe they had managed for years with tiny amounts of pocket money that they got from tight-listed parents. Maybe they had done Saturday jobs for peanuts. It is hardly surprising, given the expensive things that young people want to buy, such as fashionable running shoes and computer games, if they sometimes think up more imaginative ways of making money than delivering newspapers and baby-sitting. These lads saw the chance to make a lot of money and took it.Another recent story which should give us food for thought is the case of the man who paid his six-year-old daughter ￡ 300 a week pocket money. He then charged her for the food she ate and for her share of the rent and household bills. After paying for all this, she was left with a few coins for her piggy bank.. "She will soon learn the value of money," he said. "There's no such thing as a free lunch. Everything has to be paid for and the sooner she learns that the better." At the other extreme there are fond parents who provide free bed and board for their grown-up children. While even the most hard-hearted parents might hesitate to throw their children out on the streets, we all know of people in their late twenties who still shamelessly live off their parents. Surely there comes a time when every- one has to leave the parental nest, look after themselves and pay their own way in life. But when is it？
1.One of Britain's biggest banks recently ____
A、received a telephone order to buy shares for a twenty-one year old
B、lost a lot of money because the shares they bought fell in value
C、bought quite a lot of shares for a customer and caused him to lose money
D、lost money as its young customer did not have the money to pay his debts
2.According to the passage, the young customer would have ____
A、earned ￡ 20,000, if the shares had gone up in value by the same amount they fell
B、paid his debts, if he had had the money to do so
C、continued to cheat banks, if he had not been found out
D、to go to prison, if he did not pay the money back
3.The writer's attitude to the example of the two boys who cheated the banks is ____
A、positive
B、questioning
C、neutral
D、negative
4.The reason why the man paid his daughter ￡300 a week pocket money and then required her to pay for her living expenses was that he wanted her to learn ____
A、to bear the hardships of life
B、how to live comfortably on her own pocket money
C、the value of money
D、how to save money
5.It can be concluded from the article that the writer believes that ____
A、parents should give more pocket money to their children
B、children should leave the parental nest as soon as possible
C、grown-up children should support themselves
D、children should learn to be economical
A.Customer’s needs and wants
B.Cost and value to satisfy customer’s needs and wants
C.Complaining and solution
D.Communication with customer
A.truncate table customer
B. insert into table customer selectfrom customer where 1=2
C.delete from customer where 1=2
D.drop table customer
A．I'm just looking around
B．I'm just looking everywhere
C．I'm just looking here and there
D．I'm just looking all the cars
Tomas Rodriguez
65 Econo Lane,
Lexington, VA 24450
Phone: (801)225-8649
October 21
Arcadian Clock Co.
Warranty Department
6531 West Board Street,
Richmond, VA 23230
To whom it may concern,
As my watch (model: 5M43-0B19, S/N: 6D8256) was clearly in need of repair, I recently took it to the Lexington Repair Center where the defective components in the watches are repaired. To my surprise, my request for the repairs to be billed to your company was declined in spite of the fact that there are still three years remaining in the coverage period. As there are no other authorized service centers in my area, I decided to pay for the repairs myself.
The following are the charges billed by the service center:
Parts:
New mainspring...........$23
New hour hand.............$8
New battery...................$5
Labor.............................$34
Total..............................$70
Showing prices including tax
I have included a copy of the receipt I got for the repairs and a copy of my warranty certificate. Please let me know if you need any additional information.
Regards,
Tomas Rodriguez
Warranty Certificate
Thank you for purchasing the 5M43-0B19 automatic watch. We are proud of our reputation for quality and customer service and our long history of providing fine timepieces to avid collectors around the world.
To maximize the performance of our products, Arcadian clocks and watches are made with the highest-quality materials available. However, should the product malfunction within five (5) years of the date of purchase due to a mechanical defect, we will cover the cost of repairs. Please note, however, that this warranty covers the cost of parts and labor only. Shipping, insurance, and batteries may not be claimed under this warranty.
In the event that the product requires repair or some other service, please take or ship it to one of the Arcadian's authorized service centers. The centers are equipped with state-of-the-art equipment to provide our customers with a wide variety of repairs and services that are performed according to Arcadian's professional standards. Please see the enclosed list of authorized Arcadia distributors and service centers in your country.
Why did Mr. Tomas Rodriguez write the letter？
A．To request a replacement for his broken watch
B．To request a copy of his warranty certificate
C．To ask for repayment of his expenses
D．To complain about an error on his bill
