Passage 2

　　You need a new automatic coffeemaker. Several are on display-different prices, differentfeatures- but you can’t find a clerk. Finally one moves stealthily, trying to avoid eye contact. Youcollar him, but he knows even less about coffeemakers than you do.

　　You stand at the watch counter, waiting to look at an expensive wristwatch. Two youngclerks are chatting animatedly to each other at the cash register. You clear your throat, but theykeep talking. At last one of them turns to help you. Her forced smile says you’re intruding.

　　You call a department store’s customer-service line. A recording tells you, “Your call isimportant to us.” Then comes the elevator music. Five minutes later you’re still waiting.

　　Retailing is big business in the world. Every day millions of transactions take place inmillions of stores across the world, which is conducive to the prosperity of purchases. But why dothose encounters with sales people continue to bother us so?

　　A market survey investigated what they considered the most important aspect of customerservice, consumers ranked staff courtesy, helpfulness and knowledgeability at the top. Theinvestigation also showed that while a third of consumers have a store in mind when shopping fora specific item, nine times out of ten the customer leaves that store empty-handed. Over half ofthose customers say they did not buy the item because of the store’s poor service or selection.

　　There are some reasons to explain the poor service that annoys us. The root of the problem isa lack of respect for the customer. Even though shoppers are now educated on the self-serviceculture, most told us that while uncomfortable with “aggressive” salespeople, they still expect acourteous recognition. “There is no excuse for salespeople to ignore shoppers,” says John

　　Williams, senior partner of the J.C. Williams Group. “ Shoppers tell us they want to beacknowledged even if it’s just a wave or a smile.”

　　Then, stores are losing customers-and sales-because people are fed up having to search for aclerk. Many retailers made the mistake of cutting staff to the bone to save costs. Sales havesuffered as frustrated customers have defected. Besides, salespeople are unknowledgeable anduntrained. But some CEOs note that they are implementing customer-service programs aimed atsalespeople.

　　Last but not least, the sad fact is stores can get away with poor customer service because welet them. Studies confirm what shoppers and customer-oriented retailers instinctively know:

　　Shopping is a social experience, not merely the transfer of goods. Good customer service will build up a harmonious community of shopper and business.

　　6. What can we infer according to the text? ( )

　　A. Sales persons need training.

　　B. Shopping is social experience.

　　C. people keep looking for clerks.

　　D. Interaction may be used to improve custom services.

　　【答案】D。推断题。A 项：销售人员需要培训;B 项：购物是一种社会经验;C 项：人们一直在寻找职员;D 项：交互可用于改进顾客服务。通读全文发现是在论述客户服务，其中大篇幅是在说服务质量不好，最后一段又说到要建立一个良好的客户服务。故本题正确答案选 D。

　　7. “You clear your throat” in paragraph 2 means ( ).

　　A. You got a cough

　　B. You would like to draw the others’ attention

　　C. You are nervous before speaking

　　D. You feel upset

　　【答案】B。含义题。Two young clerks are chatting animatedly to each other at the cashregister. You clear your throat, but they keep talking. 根据这句话可知清嗓子是为了引起柜员的注意，B 项正确。故本题正确答案选 B。

　　8. “Courteous” is opposite to ( ) .

　　A. conducive

　　B. frustrated

　　C. aggressive

　　D. expensive

　　【答案】C。定位第六段 Even though shoppers are now educated on the self-service culture,most told us that while uncomfortable with “ aggressive ” salespeople, they still expect acourteous recognition. 尽管购物者现在接受了有关自助服务文化的教育，但大多数人告诉我

　　们，尽管他们对“咄咄逼人”的销售人员感到不舒服，但他们仍然希望得到礼貌的认可。可知 courteous 跟 aggressive 语义相反相对。A 项：有意的;B 项：挫败的;D 项：昂贵的。故本题正确答案选 C。

　　9. ( ) customers have an idea of the stores before shopping.

　　A. 1/3

　　B. 9/10

　　C. over 1/2

　　D. 1/5

　　【答案】A。定位第五段 The investigation also showed that while a third of consumers havea store in mind when shopping for a specific item, nine times out of ten the customer leaves thatstore empty-handed.尽管有三分之一的消费者在购买某一特定商品时心里有一家商店，但十有八九的消费者会空手而归。可知 A 项正确。故本题正确答案选 A。

　　10. “Collar” in paragraph 1 is the equivalent of ( ) .

　　A. “to seize”

　　B. “to talk”

　　C. “a necklace”

　　D. “part of garment”

　　【答案】A。定位第一段 but you can’t find a clerk. Finally one moves stealthily, trying toavoid eye contact. You collar him, but he knows even less about coffeemakers than you do.可知collar 是动词，所以排除 CD。But 转折后是在说找不到一个店员，好不容易从身旁经过一个，抓住问了一下还没你懂得多，所以 A 项正确。故本题正确答案选 A。

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