A. He thinks he has no responsibilities to give a hand.

　　B. He thinks he has nothing to do with it.

　　C. He is too shy to give his helping hand.

　　D. He thinks someone else will offer assistance.

　　4. What method does the author mainly use to develop the text?

　　A. Giving examples.B. Cause-effect analysis.　

　　C. Comparative analysis.D. Process analysis.

　　【参考答案】1---4、CBDA　

　　阅读理解。

　　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.

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