设A是度量空间X的子集，为A的边界．证明开集与闭集的边界是无处稠密的．

When customers enter the store in the USA, they will ______.

A．see store clerks sitting around watching TV

B．receive warm greetings from clerks

C．show their respects to clerks

D．be given a pamphlet introducing the goods

When customers enter the store in the USA, they will ______.

A．see store clerks sitting around watching TV

B．receive warm greetings from clerks

C．show their respects to clerks

D．be given a pamphlet introducing the goods

Why are store managers often the last to hear complaints？

A．Most customers won"t bother to complain even if they have had unhappy experiences.

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

C．Few customers believe the service will be improved.

D．Customers have no easy access to store managers.

ople going shopping in America can expect to be treated with respect from the very beginning. When customers get to the store, they are treated as honored guests. Customers don't usually find store clerks sitting around watching TV or playing cards. Instead, the clerks greet them warmly and offer to help them find what they want. In most stores, the signs that label each department make shopping a breeze (容易的事情). Customers usually don't have to ask how much items cost, since prices are clearly marked.

When customers are ready to check out, they find the nearest and shortest checkout lane. But as Murphy's Law would have it, whichever lane they get in, all the other lanes will move faster. Good stores open new checkout lanes when the lanes get too long. Some even Offer express lanes for customers with 10 items or less. After they pay for their purchases, customers receive a smile and a warm "thank you" from the clerk. Many stores even allow customers to take their shopping carts out to the parking lot. In that way, they don't have to carry heavy bags out to the car.

In America, customer service continues long after the sale. Many products come with a money-back guarantee, ff there is a problem with the product, customers can take it back. The customer service representative will often allow them to exchange the item or return it for a full refund.

From the passage we know in America the principle of customer service is ______.

A．to be fast and convenient

B．to make customer the center of attention

C．to be the first in the world

D．to make the customer feel at home

will be served as soon as the urgent matters are dealt with.

A．potentially

B．politely

C．possibly

D．progressively

The man sitting in his car hurried into the store to help his wife.

A．Right

B．Wrong

C．Doesn't Say

The man sitting in his car hurried into the store to help his wife.

A．Right

B．Wrong

C．Doesn't Say

A can stay longer browsing in the store

B won’t have trouble parking their cars

C won’t have any worries about security

D can find their cars easily after shopping

Passage two

Question 62 to 66 are based on the following passage

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 a 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 t 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.

During peak shopping hours, some retailers solved the parking problems by getting moonlighting local police to work as parking attendants. Some hired flag wavers to direct customers to empty parking spaces. This guidance climinated the need for customers to circle the parking lot endlessly, and avoided confrontation between those eyeing the same parking space.

Retailers can relieve the headaches by redesigning store layouts, pre-stocking sales items, hiring speedy and experienced cashiers, and having sales representatives on hand to answer questions.

Most importantly, salespeople should be diplomatic and polite with angry customers.

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

Customers can also improve future shopping experiences by filing 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.

注意：此部分试题请在答题卡2上作答

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

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

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

C Few customers believe the service will be improved.

D Customers have no easy access to store managers.