“Retailers who’re enthusiastic and friendly are more likely to smooth over issues than those who aren’t so friendly.” said Professor Stephen Hoch. “Maybe something as a greeter at the store entrance would help.”

　　Customers can also improve future shopping experiences by filling complaints to the retailer, instead of complaining to the rest of the world. Retailers are hard-pressed to improve when they have no idea what is wrong.

　　5. Why are store managers often the last to hear complaints?

　　A. Most shoppers won’t complain even if they have had unhappy experiences.

　　B. It is difficult for customers to have easy access to store mangers.

　　C. Few customers believe the service will be improved after their complaints.

　　D. Shoppers would rather tell their unhappy experiences to people around them.

　　6. What does Paula Courtney imply by saying the underlined sentence in paragraph 2?

　　A. The same products can be bought in other retail stores.

　　B. It is not likely the shopper can find the same products in other stores.

　　C. There is a great chance that new customers are to replace old ones.

　　D. Not complaining to the manager causes the shopper some trouble too.

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

　　A. Hiring of efficient employees.

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