题文
High-quality customer service is preached（宣扬）by many, but actually keeping customers happy is easier said than done.Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints. “Storytelling hurts retailers(零售商) and entertains consumers,” said Paula Courtney, President of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”
The most common complaints include filled parking lots, cluttered（塞满了的）shelves, overloaded racks, out-of-stock items, long check-out lines, and rude sales people.
During peak shopping hours, some retailers solved the parking problems by getting moonlighting(业余兼职的) local police to work as parking attendants to direct customers to empty parking spaces. Retailers can relieve the headaches by redesigning store display, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions. Most importantly, sales people should be skillful and polite with angry customers.
“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren't so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”
Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.
小题1:Why are store managers often the last to hear complaints?A．Most shoppers won’t complain even if they have had unhappy experiences.B．It is difficult for customers to have easy access to store mangers.C．Few customers believe the service will be improved after their complaints.D．Shoppers would rather tell their unhappy experiences to people around them.小题2:What does Paula Courtney imply by saying the underlined sentence in paragraph 2?A．The same products can be bought in other retail stores.B．It is not likely the shopper can find the same products in other stores.C．New customers are sure to replace old ones.D．Not complaining to the manager causes the shopper some trouble too.小题3:What contributes most to smoothing over issues with customers?A．Hiring of efficient employees.B．Manners of the salespeople.C．Huge supply of goods for sale.D．Design of the store display.小题4:To achieve better shopping experiences, customers are advised to ______.A．voice their dissatisfaction to store managers directlyB．settle their disagreements with stores in a friendly wayC．put pressure on stores to improve their serviceD．shop around and make comparisons between stores 题型：未知 难度：其他题型
答案
小题1:D
小题2:A
小题3:B
小题4:A
解析
这篇材料讲的是超市改善服务的问题，按内容可分为改善原因、改善内容和改善方法三个部分。
小题1:细节题：第二段讲到了Shoppers seldom complain to the manager or owner of a retail store（零售店）, but instead will warn their friends, relatives, co-workers, strangers and anyone who will listen. Store managers are often the last to hear complaints.，大意是顾客很少会向经理们抱怨，而是会提醒(alert)他们的朋友、亲戚、同事等。这里的alert也就是向人抱怨、劝其不要去该商场的意思。所以顾客们实际上经常抱怨，只是抱怨对象不是经理，而是身边的人，选D
小题2:句意理解题：从前面的句子：“Storytelling hurts retailers(零售商) and entertains consumers,”可知这些抱怨让零售商头疼但是顾客很高兴，因为他们在其他的商店可以买到同样的商品。选A
小题3:细节题：第四段列举了几种能够减少头疼(relieve the headaches，也就是减少顾客的不满)的方法，分别是redesigning store layouts(对应D), pre-stocking sales items(对应C), hiring speedy and experienced cashiers(对应B), and having sales representatives on hand to answer questions(与A稍有关系)。此后的一段指出最为重要的是销售人员能够圆滑而礼貌地应对愤怒的顾客。选B
小题4:推理题：在最后一段，作者从顾客的角度分析如何改善购物体验，第一句就提出了建议：filing complaints to the retailer，file作为动词，是“提出”，用在这里指向零售商投诉、抱怨，而retailer指的是商场主或经理。A
考点
据考高分专家说，试题“High-quality custome.....”主要考查你对 [社会现象类阅读 ]考点的理解。社会现象类阅读
社会现象类阅读概念：
这类文章通过写人记事来揭示文章的主题，显示其社会意义，一般采用顺序或倒叙来叙述。题目经常是一些细节问题。考查的方面可以是原因和其中引发的思考。
社会现象类阅读解题技巧：
这类文章通过写人记事来揭示文章的主题，显示其社会意义，一般采用顺序或倒叙来叙述。题目经常是一些细节问题。考查的方面可以是原因和其中引发的思考。阅读这类文章要理清思路。
1、浏览试题，明确要求。
在阅读文章前，最好先浏览一下文章后面的题干和选项。知道了问题后再去看文章，可使思路更敏捷，而且也便于阅读时留意文中出现的与选项有关的信息。
2、通读全文，抓住主要内容。
在不影响理解的前提下，尽可能地阅读以便在尽可能短的时间内理解文章或段落的内容。阅读时，如遇到不熟悉的单词、词组或一时看不懂的句子，不要停下来苦思冥想，继续读下去，通过上下文的词语和句子可能就理解了。
3、抓住中心思想和段落大意。
通读全文时，要特别注意主题句。每篇文章或每个段落都有与文章有关的句子，尤其是科技、政论性文章的主题句一般都在文章的开头或结尾，插在中间的很少。所以，文章的第一段或开头的第一、二个句子往往包含着文章的中心思想、作者的意图或全文的概述，因此要特别注意，彻底理解。
4、有针对性地仔细阅读，找寻所需信息。
在前面的基础上，可进行有针对性地阅读了。把与问题无关的内容一扫而过，而对于和问题有关的内容认真阅读，还可以用笔在下面做出记号。再把这些信息与问题的要求结合起来，逐条分析，综合判断，找出正确答案。
5、进行合理的推理判断。
对文章有了全面的了解之后，可以按照文章要求以及上下文之间的关系，做出推理判断。在进行推理判断的时候，需要综合考虑句型、语法、句子之间的逻辑关系、文化背景等方面的因素。
6、认真复读，验证答案。
要用全文的中心思想统帅各个题目，研究其内在联系和逻辑关系，并依次审核那些还未打上的题目，确保理解无误。
