8.

　　Why are store managers often the last to hear complaints?

　　A. Few customers believe the service will be improved.

　　B. Customers would rather relate their unhappy experiences to people around them.

　　C. Customers have no easy access to store managers.

　　D. Most customers won’t bother to complain even if they have had unhappy experiences.

　　9.

　　Shop owners often hire moonlighting police as parking attendants so that shoppers

　　.

　　A. can find their cars easily after shopping B. won’t have trouble parking their cars

　　C. can stay longer browsing in the store D. won’t have any worries about security

　　10. What contributes most to smoothing over issues with customers?

　　A. Design of the store layout.

　　B. Hiring of efficient employees.

　　C. Manners of the salespeople.

　　D. Huge supply of goods for sale.

　　11. To achieve better shopping experiences, customers are advised to

　　.

　　A. voice their dissatisfaction to store managers directly

　　B. shop around and make comparisons between stores

　　C. settle their disputes with stores in a diplomatic way

　　D. put pressure on stores to improve their service

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