For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.
Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1~800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.
The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counsellor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like “I don’t have to serve you!” or “this is private property, get out and don’t come back!” What can customers do? If the bureau’s arbitration process fails to settle a dispute, a customer’s only recourse is to sue in small claims court. But because of the costs and time it takes, relatively few ever do.
There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing “as just a dead-end job that you’re just going to do temporarily on your way to a real job”. Young clerks often lack both knowledge and civility. Employers are having to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of interpersonal skills.
What customers really want is access. They want to get through when they call, they don’t want busy signals, they don’t want interactive systems telling them to push one for this and two for that—they don’t want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don’t wear name tags, but one gets to know them, all by name.
46. At a business place of bad service, the worst one can get is ______.
47. One of the reasons for such ill feeling in the marketplace is that ______.
48. What has changed at Vancouver Beler Service Burcau in the past five years?
49. Young clerks often lack interpersonal skills chiefly because they ______.
50. The author’s attitude towards businesses and bad service is ______ them.
问题1选项
A.indifference and rudeness
B.naked hostility and physical violence
C.having intelligence and integrity questioned
D.being insulted and threatened
问题2选项
A.shoppers are usually strident, frustrated and impatient
B.shoppers often take businesses to court to settle them
C.businesses use new technology instead of employee
D.businesses are keen on keeping customers, not getting them
问题3选项
A.More effective.
B.Less bureaucracy.
C.More business.
D.Better staff.
问题4选项
A.are skilled in dealing with machines not people
B.are not trained in simple manners at home
C.fall victims to generational change
D.take retailing to be a temporary job
问题5选项
A.attacking
B.understanding
C.regretting
D.warning
第1题:B
第2题:C
第3题:C
第4题:A
第5题:D
第1题:
46.【选项释义】
At a business place of bad service, the worst one can get is ______. 在一个服务很差的商业场所,最糟糕的情况是_____。
A. indifference and rudeness A. 冷漠和粗鲁
B. naked hostility and physical violence B. 赤裸裸的敌意和肢体暴力
C. having intelligence and integrity questioned C. 智力和正直受到质疑
D. being insulted and threatened D. 被侮辱和威胁
【考查点】事实细节题
【解题思路】根据题意定位到文章第一段第二句:It is an aggravating and worsening real-life phenomenon that encompasses behavior ranging from indifference and rudeness to naked hostility and even physical violence.(它是一个正在不断恶化的现实生活中的现象,包括从漠不关心、粗俗无礼到不加掩饰的恶意甚至身体暴力等一系列行为。)可知,这些劣质服务行为按照严重程度递增排列。其中最恶劣的是不加掩饰的恶意甚至身体暴力,因此B选项正确。
【干扰项排除】A、C、D选项根据解析可知,不是最糟糕的情况,属于张冠李戴。
47.【选项释义】
One of the reasons for such ill feeling in the marketplace is that ______. 市场上产生这种不良情绪的原因之一是______。
A. shoppers are usually strident, frustrated and impatient A. 购物者通常都很吵闹、沮丧、没有耐心
B. shoppers often take businesses to court to settle them B. 顾客经常把商家告上法庭解决问题
C. businesses use new technology instead of employee. C. 企业使用新技术而不是员工。
D. businesses are keen on keeping customers, not getting them D. 企业热衷于留住客户,而不是获得客户
【考查点】细节事实题
【解题思路】根据题意定位到文章第二段,第二段分析了三个原因。第一个原因是:零售商应对残酷的竞争采用技术取代员工。第二个原因是:商家一般都开始把重点更多放在赢得顾客而不是保持顾客上。第三个原因是:一些吵闹的、失望的没有耐心的购买者经常惹恼店主。可知C选项符合题意。
【干扰项排除】
A选项根据解析可知,惹恼店主是最终的结果,如果购物者吵闹、沮丧、没有耐心但没有惹恼店主,也可能不会带来不良情绪,故属于曲解原文;
B选项在文中没有提及,属于无中生有;
D选项据解析可知与文意不符,属于曲解原文。
48.【选项释义】
What has changed at Vancouver Beler Service Burcau in the past five years? 在过去的五年里,温哥华贝勒服务公司发生了什么变化?
A. More effective. A. 更有效率。
B. Less bureaucracy. B. 官僚主义减少。
C. More business. C. 有更多的业务。
D. Better staff. D. 有更好的员工。
【考查点】推理判断题
【解题思路】根据题意定位到文章第三段的第一、二句:The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counsellor and now has four.(温哥华商业促进局每周接到250起投诉,是五年前的两倍。该局当时只有一名投诉顾问,现在有四名。)可知,投诉多了,业务更加繁忙了,因此C选项正确。
【干扰项排除】A、B、D选项在文中没有提及,属于无中生有。
49.【选项释义】
Young clerks often lack interpersonal skills chiefly because they ______. 年轻的职员往往缺乏人际交往能力,主要是因为他们______。
A. are skilled in dealing with machines not people A. 他们擅长与机器打交道,而不是人
B. are not trained in simple manners at home B. 在家里没有受过简单礼仪的训练
C. fall victims to generational change C. 成为代际变化的受害者
D. take retailing to be a temporary job D. 把零售当作一份临时工作
【考查点】事实细节题
【解题思路】根据题意可定位到文章第四段,第四段提到了:Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of interpersonal skills.(今天的销售人员,尤其是年轻的销售人员,是在一个电视—计算机的社会中长大的,他们在很大程度上与机器打交道。企业对毕业生最大的抱怨之一是缺乏人际交往能力。)可知A选项“擅长与机器而非人打交道”与年轻职员人际交流能力差相关,因此A选项正确。
【干扰项排除】
B、D选项都是年轻人其他方面的表现,与题干无关,属于出处错位;
C选项,文中提到的是服务成了代与代之间变化的受害者,而不是年轻人,属于偷换概念。
50.【选项释义】
The author’s attitude towards businesses and bad service is ______ them. 作者对企业和糟糕服务的态度表现在______他们。
A. attacking A. 攻击
B. understanding B. 理解
C. regretting C. 惋惜
D. warning D. 警告
【考查点】观点态度题
【解题思路】文中作者主要描述了劣质服务的存在及分析其原因。最后一段作者写顾客真正想要的是一个接近的机会。如果顾客得不到他们想要的服务,他们就会跑掉。由此可见作者是在呼吁并警告服务行业要善于找出他们的服务问题并进行改善。因此D选项正确。
【干扰项排除】A、B、C选项不能根据文中信息推断出来。
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