2016四川青神县高考英语阅读理解二轮选练（2）

　　阅读下列短文，从每题所给的四个选项（A、B、C和D）中，选出最佳选项。

　　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 retail store, but instead will alert their friends, relatives, co-workers, strangers and anyone who will listen.

　　Store managers are often the last to hear complaints, and often find out only when their regular customers decide to frequent their competitors, according to a study jointly conducted by Verde group and Wharton school.

　　“Storytelling hurts retailers and entertains consumers.” Said Paula Courtney, president of the Verde group. “The store loses the customer, but the shopper must also find a replacement.”

　　On average, every unhappy customer will complain to at least four other, and will no longer visit the specific store for every dissatisfied customer, a store will lose up to three more due to negative reviews. The resulting “snowball effect” can be disastrous to retailers.

　　According to the research, shoppers who purchased clothing encountered the most problems. Ranked second and third were grocery and electronics customers.

　　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 salespeople.

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