(3)是非判断题，采用对号入座法和排除法。对号入座法就是根据关键词返回原文，找出相关内容，从中找出答案。正确答案与原文表述可能有出入，但意思一样，万变不离其宗。排除法，针对是非判断题中的“三错一对”或“三对一错”类试题，要求仔细阅读文章，比较选项与原文的异同，然后做出正确判断。

　　【变式精练】Most of us are expecting high-quality customer service in our daily life, but actually enjoying a happy purchase is easier said than done.

　　Shoppers seldom complain to the manager or owner of a retail store, but instead they 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 others, and will no longer visit the specific store. For every dissatisfied customer, a store will lose up to three more due to negative review. The resulting “snowball effect” can be disastrous to retailers.

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