注意：此部分试题请在答题卡2上作答
62. Why are store managers often the last to hear complaints?
A Most customers won’t bother to complain even if they have had unhappy experiences.
B Customers would rather relate their unhappy experiences to people around them.
C Few customers believe the service will be improved.
D Customers have no easy access to store managers.
63. What does Paula Courtney imply by saying “ … the shopper must also find a replacement” (Line 2, Para. 4)?
A New customers are bound to replace old ones.
B It is not likely the shopper can find the same products in other stores.
C Most stores provide the same
D Not complaining to the manager causes the shopper some trouble too.
64. Shop owners often hire moonlighting police as parking attendants so that shoppers_____
A can stay longer browsing in the store
B won’t have trouble parking their cars
C won’t have any worries about security
D can find their cars easily after shopping
65. What contributes most to smoothing over issues with customers?
A Manners of the salespeople
B Hiring of efficient employees
C Huge supply of goods for sale
D Design of the store layout.
66. To achieve better shopping experiences, customers are advised to _________.
A exert pressure on stores to improve their service
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